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Reviews Ocean Reef Pools of La, LLC

Ocean Reef Pools of La, LLC Reviews (7)

The rejection of our response to the complaint is still falsifiedAt no point did New Image Roofing lie to this customerShe has somehow misunderstood or mis-remembered what was discussed, and our only regret is that given this is our former supplier we did not sign a contract with her given we knew herWe refute all accusations and understand that this will not be resolved given she has falsified all accusations against us and the only response she would be happy with would involve us committing insurance fraud, which we will not do

To be clear, the majority of the statement by the complainant is completely falseThe actual reason the complainant is unsatisfied, is that we refused to be party to insurance fraud, by covering her deductible Ms [redacted] is our former roofing material supplier at Southern Shingles in Spring, to whom we have been a loyal customer for a number of yearsShe choose to use us for her roof replacement after the hail storm in April ‘ When asked why she choose us out of all the roofing companies she does business with, she said it was ‘because we are the only company she has not once, had to chase for payment’ This is another example of us having a high level of integrity and stand by our commitment to conducting business in a professional manor From the first phone call, to which there were witnesses at New Image Roofing who were also in the room and heard the call, the same words were used as with many other customers ‘we are not the cheapest company in the city, and we do not cover deductibles, but we do a good job’Ms [redacted] said she understood this In Texas it is a Felony for a contractor to cover any part of a customer’s deductibleIn the aftermath of a storm such as the weather event of the weekend 04/17-19/15, a multitude of out of area/state roofing companies came to Houston, as is in these circumstancesAs is also normal, these companies offer to cover customers’ deductibles as a way of gaining more businessAgain, we do not do this and yes we do lose business as a result, but we are a well-established business with an excellent reputation, so don’t have to and don’t want to scramble for jobs at a huge discount, committing fraud in the process To address some of the claims in her statement, she called us the day before we were due to begin work to say a crew had turned up to her home and begun tearing off her roof, and had then leftShe accused us at that point of it being our crew, which we were very clear it was notAll of our crews were on other job sites, and given she has security cameras we would be able to prove thisWe give our project manager the address for the next day’s job the night before, so when this occurred, no one that would have been part of a tear off even knew Ms [redacted] addressMark himself went to her home, moving previously scheduled appointments, in order to check that the integrity of the roof had not been compromisedHe called her from there (not from the roof as he could see what had been done from the ground, to let her know all that had been done was a few ridge cap shingles had been removed and given there was no rain forecast that day, the roof would be fine until we began work the next day With regards to the roof being incomplete, we were working during a period of severely unpredictable weather, and when our crew were almost done, and were working on the ridges/ridge vent, it had begun to sprinkleThe crew (as is in adverse conditions) left the felt paper over the cut out portion of the roof at the ridge, while the ridge vent was installed over the top, so as not to allow any water to enter the atticOnce it stopped raining, they were to return and cut the felt out from inside the attic when Ms [redacted] was home and they could gain entry to the property Shortly after this was when it became apparent that somehow, Ms [redacted] was under the impression that we would cover her deductible, and it ultimately became apparent that Ms [redacted] did not intend to pay for the remainder of her roofSo yes, she is correct that we did not send the crew back to simply cut a slit in the roofing felt, which is a simple job, and we are more than confident that she can find someone to do it using the money she owes us She did give out our name to people she knew, which we were appreciative of, however, given the aforementioned issue with out-of-town roofing companies being willing to cover deductibles, the only roof replacement we did that was as a result of a referral from Ms [redacted] was that of her brotherShe is correct, we do pay referral fees, (for people that get their roof done by us, not simply giving out our name) but given she did not pay in full for her roof, we have not paid her the referral fee We did in fact pay her for the sign as agreed (We can show the copy of the check that was deposited written to her.) We have text messages documenting her requests for us to submit fraudulent invoices to her insurance company, at the advice of her district manager, that would have resulted in her being paid her depreciation which was above and beyond the cost of the roof given she did not pay us in fullShe was looking to, and I quote, “make a couple thousand off this” The money she says we owe her, is not in fact owed to her, she views it this way simply because when it came to submitting the final invoice to the insurance company, we could only submit the invoice for the total price of the roof, anything other than this is felony fraud for both us and the homeownerAs a result, the insurance company does not release any outstanding money owed over and above what was charged despite their estimate being higher We are owed a total of $2,which we had written off as a loss and a lesson learned not to work for acquaintances differently than with other customers with regards to our not having signed a contract We have stopped responding to her extremely rude messages demanding this, given she has been told multiple times and is well aware that no contract between us exists (as she in fact states in her complaint)We do not owe her any money, it is in fact the complete oppositeWe stand by all of our decisions, work and the way we handled this unfortunate turn of events, as we know that we have acted in the legally correct way and would be more than confident defending ourselves against any further allegations to do with this dispute

The receipt has been mailed again, and should now be in the hands of the customer. The year warranty will of course be honored. Customer relations are important to us, as our rating with the Revdex.com reflectsHad we felt that the requests or accusations were reasonable, accurate or brought to our attention at our final meeting when payment was made and the customer said they were satisfied, we would have been happy to address themHowever, we feel that the Revdex.com complaint system is being used to try to extort money for unreasonable demands

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Like I said, if he would lie to me, and evidently about me with knowing him for years why would he be honest and not cheat a stranger.

To be clear, the majority of the statement by the complainant
is completely false. The actual reason the complainant is unsatisfied, is that
we refused to be party to insurance fraud, by covering her deductible.
Ms. [redacted] is our former roofing material supplier at
Southern Shingles in...

Spring, to whom we have been a loyal customer for a number
of years. She choose to use us for her roof replacement after the hail storm in
April ‘15.  When asked why she choose us
out of all the roofing companies she does business with, she said it was
‘because we are the only company she has not once, had to chase for payment’.
This is another example of us having a high level of integrity and stand by our
commitment to conducting business in a professional manor.
From the first phone call, to which there were witnesses at
New Image Roofing who were also in the room and heard the call, the same words
were used as with many other customers ‘we are not the cheapest company in the
city, and we do not cover deductibles, but we do a good job’. Ms. [redacted] said
she understood this.
In Texas it is a Felony for a contractor to cover any part
of a customer’s deductible. In the aftermath of a storm such as the weather
event of the weekend 04/17-19/15, a multitude of out of area/state roofing
companies came to Houston, as is normal in these circumstances. As is also
normal, these companies offer to cover customers’ deductibles as a way of
gaining more business. Again, we do not do this and yes we do lose business as
a result, but we are a well-established business with an excellent reputation,
so don’t have to and don’t want to scramble for jobs at a huge discount,
committing fraud in the process.
To address some of the claims in her statement, she called
us the day before we were due to begin work to say a crew had turned up to her
home and begun tearing off her roof, and had then left. She accused us at that
point of it being our crew, which we were very clear it was not. All of our
crews were on other job sites, and given she has security cameras we would be
able to prove this. We give our project manager the address for the next day’s
job the night before, so when this occurred, no one that would have been part
of a tear off even knew Ms. [redacted] address. Mark himself went to her home,
moving previously scheduled appointments, in order to check that the integrity
of the roof had not been compromised. He called her from there (not from the
roof as he could see what had been done from the ground, to let her know all that
had been done was a few ridge cap shingles had been removed and given there was
no rain forecast that day, the roof would be fine until we began work the next
day.
With regards to the roof being incomplete, we were working
during a period of severely unpredictable weather, and when our crew were
almost done, and were working on the ridges/ridge vent, it had begun to
sprinkle. The crew (as is normal in adverse conditions) left the felt paper
over the cut out portion of the roof at the ridge, while the ridge vent was
installed over the top, so as not to allow any water to enter the attic. Once
it stopped raining, they were to return and cut the felt out from inside the
attic when Ms. [redacted] was home and they could gain entry to the property.
Shortly after this was when it became apparent that somehow, Ms. [redacted] was
under the impression that we would cover her deductible, and it ultimately
became apparent that Ms. [redacted] did not intend to pay for the remainder of her
roof. So yes, she is correct that we did not send the crew back to simply cut a
slit in the roofing felt, which is a simple job, and we are more than confident
that she can find someone to do it using the money she owes us.
She did give out our name to people she knew, which we were
appreciative of, however, given the aforementioned issue with out-of-town
roofing companies being willing to cover deductibles, the only roof replacement
we did that was as a result of a referral from Ms. [redacted] was that of her
brother. She is correct, we do pay referral fees, (for people that get their
roof done by us, not simply giving out our name) but given she did not pay in
full for her roof, we have not paid her the referral fee.  We did in fact pay her for the sign as agreed.
(We can show the copy of the check that was deposited written to her.) 
We have text messages documenting her requests for us to
submit fraudulent invoices to her insurance company, at the advice of her
district manager, that would have resulted in her being paid her depreciation
which was above and beyond the cost of the roof given she did not pay us in
full. She was looking to, and I quote, “make a couple thousand off this”.
The money she says we owe her, is not in fact owed to her,
she views it this way simply because when it came to submitting the final
invoice to the insurance company, we could only submit the invoice for the
total price of the roof, anything other than this is felony fraud for both us
and the homeowner. As a result, the insurance company does not release any
outstanding money owed over and above what was charged despite their estimate
being higher.
We are owed a total of $2,921.57 which we had written off as
a loss and a lesson learned not to work for acquaintances differently than with other customers with regards to our not having signed a
contract.  We have stopped responding to
her extremely rude messages demanding this, given she has been told multiple
times and is well aware that no contract between us exists (as she in fact
states in her complaint). We do not owe her any money, it is in fact the
complete opposite. We stand by all of our decisions, work and the way we
handled this unfortunate turn of events, as we know that we have acted in the
legally correct way and would be more than confident defending ourselves
against any further allegations to do with this dispute.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].It is appreciated by the homeowner that New Image Roofing Houston is pledging to honor the roof warranty and has provided the receipt for the work, as requested.  Concerns WERE brought to Mr. D[redacted]’s attention at the time of payment. His response: “you seem disheartened”.  There is no desire on the part of the homeowner to receive any more than the cost of restoration for direct damages to the HVAC system, and reasonable service in case of roof warranty issues. Neither was there was an effort by the homeowner to “extort money for unreasonable demands”.  It does seem reasonable for an owner to expect that direct damages to our HVAC would be covered by the company, no differently than a painter accidentally breaking a window. However avoidable, the risk of direct damages during construction is assumed by the installer - that's why installers carry insurance - direct damages are insurable. Homeowner would suggest communications be made in a more timely manner with future New Image Roofing Houston clients. With that being said, we are looking forward to many years of good wear on the roof that has been installed.

The rejection of our response to the complaint is still falsified. At no point did New Image Roofing lie to this customer. She has somehow misunderstood or mis-remembered what was discussed, and our only regret is that given this is our former supplier we did not sign a contract with her given we knew her. We refute all accusations and understand that this will not be resolved given she has falsified all accusations against us and the only response she would be happy with would involve us committing insurance fraud, which we will not do.

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