Oceanside Title, Inc.

I am not fully understanding the issue - as of today, March 5, -- we have been at Mrs*** house for over hours today -- she was home at the time and spoke with our Roofer-- she was also was informed that we would be coming today to remove the gutter helments and seal where they were installed -- We would like to point out this is not a roof leak at all nor does it have anything to do with the work we performed for Mrs***. We are considering this job completed at this time. If Mrs*** would like anymore work to be completed for her, she will have to call the office and schedule an appointment. We will be coming back on Friday to put an extra coating where the gutter helments were installed as an extra protections -- this an extra mile that we go for our customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The roofer was supposed to contact me on 2/25/18 to setup a new appointment for him to come out and break the seal and remove the gutter helmets. Because the helmets had been sealed to my roof by the roofer, Gutter Helmet requested they remove them due to liability (if Gutter Helmet damaged my roof while trying to break the seal of the coating they would be liable for that damage.) I contacted the roofer myself on the evening of 2/26/18. He called back on 2/27/18 and we setup an appointment for 2/28/18. On 2/28/18, he called and said he could not make it out and would need to reschedule for 3/1/18. Due to pending rain in the forecast on that date, I asked him would he be able to complete the job of breaking the seal and coating the portion of the roof that was covered by the Gutter Helmets. He stated that it would not be a problem. He arrived an hour later than we set the appointment for, then informed me he wouldn't be able to do the job because of the coming rain and that he would rather a rep from Gutter Helmet be there with him. I'm not sure why they're giving me the run around about this. In the response from the business, she stated that it's too dangerous to go up on the roof in the rain, however when I spoke to the roofer on 2/28/2018, he stated he would prefer to see the gutters perform in the rain. I'm really disappointed and frustrated with this whole thing. From the very first phone call, All American Roofing's customer service has been very poor. When I tried to initially explain the situation, the office manager asked me 'Are you saying we messed up the job?', when I replied 'yes', she huffed and said 'well I find that hard to believe'. From that point forward, that set the tone of my interactions with her. It's amazing that a company would treat their customers in that way. I have pictures of my roof that the roofer sent me when he finished the job in November and I have pictures that the Gutter Helmet Quality Inspector sent me when he came out on 2/20/18. It's clear that the Gutter Helmets have been sealed to the roof. I can't move forward with the water damage clean up until the roofer comes out, breaks the seal, and coats the small portion of roof that was missed because the helmets were never removed.  
Regards,
[redacted]

Good Afternoon -- Mrs. [redacted] -- Unfortunetly we did not receive your signed proposal and we do not have record that you have called the office.  [redacted] our Operations Manager will be contacting you to schedule the installations of your roof to be installed.

All American received a call from Mrs. [redacted] informing us that she had an issue with the roof and her gutter helmet - Mrs. [redacted] explained that with the snow and rain that occurred over the weekend that she had pudding of water on her roof and that her gutters overflowed which caused water to...

come into her  window - the window that is to the right hand side of the roof next to the door -- she said that she had the gutter helmet people out and they removed the gutter helmets and said that the roof was not coated completely -- we only did a coating - not a full roof - I explained that I would have to have the roofer come out and look at her roof where we did the coating-- due to his work schedule he was not able to come out until Thursday -- we set up an appointment for Thursday, February 22, 2018 at 1:00 pm -- due to the rain we are not able to get up on her roof so a new appointment was made for the roofer to come out on Sunday -- as it looks now it is going to rain again and we might have to change the appointment until the next week sometime.  Which will be schedule thru our officeToday, Friday February 23, 2018 Ms. [redacted] called demanding our Insurance Company information which I explained I would not give to her since we have not had  the chance to go on her roof and see if it actually our roofing issue -- Mrs. [redacted] then loudly explained to me that of course it was our issue since her gutter helmet company said it was. Until we are able to go out and inspect the job we did  -- I will not be giving any Insurance Information or paying for anything.  I do not fully understand why she feel she has the right to file a complaint since we have not been able to come out and do a full inspection until the rain stop since it is very dangerous to climb a ladder when it is raining.  This was all explained to her when she called today.