Olneya Restoration Group

We have worked very diligently with Ms [redacted] on resolving her concernsTo address her concerns in her complaint, some of the shingles were rippled upon install, these typically lay down shortly after the install as the heat needs to interact with the asphalt sealantWe did address a few areas of concern to ensure that it would not have any future issuesThe pipe jack vents in question were in fact replaced however because they are a soft pliable lead boot, they can be bentThis is very common however we did replace these at Ms***'s request for cosmetic consistencyThe ground around the property was covered with tarps throughout the tear off of the roof, pictures are attachedSome of the fascia was damaged during the tear off and installation of her roofHer fascia had bowed over time and was not directly attached to her fascia board any longerThis made the surface very unstable and was easily damagedWe replaced all of the fascia and corrected the fascia issue she had in the first place at no cost to the homeownerThis home has a driveway located on the side of the property with no direct access to throw the materials directly into itIt was explained prior to beginning of construction that we would need to lay tarps around the property, throw the debris on to them, then manually carry the debris to the dumpsterThe homeowner has many trees and power lines surrounding the property and we took every measure we could to be as careful as possibleThe homeowner did have one plant that died from the heat from the installer moving it under the deck to protect it from falling debrisWe have offered to replace this plant at no costWe have continued to keep in contact with the homeowner and have addressed everything she had concerns regardingHer gutters and siding work have been completed per the contractPlease let me know if you need anything further

We apologize for the delay in responding to this complaint It appears that it was sent to someone that is not a primary contact After reviewing this file, it appears all of these issues have been resolved These types of repairs can be very common "punch out" items after a roofing installation It is unfortunate that a leak resulted, however it was pointed out to the homeowner that there are some masonry maintenance issues that could have easily contributes to the leak

We sent out a crew on May 21, All issues have been addressed and resolved

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: *** ***/Operations mg
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@olneya.com
Thank you for giving Olneya Restoration Group the opportunity to respondI cannot speak on the actions of anything that was not
documented or recordedThat being said we have reviewed the contracts, as well as talked with your Insurance CompanyThe insurance company would not honor any of the code upgradesThe totals for the municipality's code upgrades were not documented, only supplementedTo my understanding that was the difference in the priceThough we had not received any written cancellation notice within the allotted time, we will honor the verbal agreement to send out a lien release to release any and all liability, contingency and or any obligation per contract specificationThe actions of few have been dealt with accordingly, as our company will not tolerate any of the alleged actions that you have described to me over the phone

To Whom It May Concern: In response to consumer complaint #[redacted], Olneya Restoration Group, LLC has made every effort to work with Mr. [redacted]. Mr. [redacted] had initial storm damage and filed a claim through his insurance company. On 6/23/15 the insurance company sent someone out to inspect the...

damage. With that, Mr. [redacted] filed an insurance claim with his insurance company. Olneya Restoration Group, LLC received a call from Mr. [redacted] on 7/14/15 requesting a roof inspection and that his roof was leaking and had been tarped by another contractor. Olneya Restoration Group sent their Sales Manager out to inspect the roof the following day, 7/15/15. Upon arrival, the Sales Manager realized that the house had mold in several locations apparently caused by the leaking roof. Because dealing with the insurance company can take some time, the Sales Manager brought an Olneya owned HEPA air scrubber out to Mr. [redacted]’s home on 7/17/15 to begin to eliminate any air contaminates. As of 7/20/15 the demo of the water ruined surfaces had begun being removed as well as Mr. [redacted]’s belongings had been removed from the home for cleaning and storage. On 7/20/15 the Sales Manager asked Mr. [redacted] for a initial down payment, at minimum his insurance deductible which he would be required to pay any way so we can get our work on the schedule. Because of the construction work and the water dry out fans had been running for some time, we had Mr. [redacted] send his electric bill to us totaling $434.93 so we could get it taken care of for him. In the meantime, Olneya had been working on a revised estimate to repair Mr. [redacted]’s home to send to the insurance company on Mr. [redacted]’s behalf, on 8/20/15 this was sent. On 9/4/15 the insurance company had explained that they did not have final numbers back for approval but instructed us that we may begin some of the work which included pulling of the permits etc. Because demo of the interior part of the home exposed some code related items that would need to be addressed (asbestos wrapped duct work, old wiring, plumbing flaws etc.) we needed to get the City Inspector out to tell us what they would require us to do in this situation. We needed final approval numbers from State Farm to ensure that enough funds were being allocated to each trade to ensure Mr. [redacted]’s home was put back together correctly. On 9/24/15 we followed up with the insurance company again to see if they had final approval yet, they stated they were close to wrapping it up. We scheduled a meeting with Mr. [redacted] the last week of September to discuss the process going forward and he signed the reconstruction contract for the work on the interior of the home. On 10/2/15 the insurance company notified Mr. [redacted] that there are items that they do not cover and that was the hold up on getting final approval. On 10/9 Olneya made a 2nd request for down payment/insurance deductible from Mr. [redacted], as we had not received any payment to date. On 10/28/15 Olneya Restoration Group received the revised estimate from the insurance company which included a full roof replacement, and on 10/29/15 the insurance company released initial funds to the homeowner. We asked for Mr. [redacted]’s deductible several times, and he would not provide it until he received his insurance funds. We went ahead and scheduled his roof replacement without funds with the understanding that once his insurance proceeds were received, he would make payment. On 11/4/15 Olneya sent a contract to Mr. [redacted] for the roof replacement and additional exterior trades, Mr. [redacted] signed the contract on 11/13/15 and sent back, however still no payment was made. We replaced Mr. [redacted]’s roof on 11/19/15. Unfortunately, the roofer did not flash Mr. [redacted]’s front dormers correctly. During the next heavy rain, approx. middle of December, the front dormers leaked water into the front half of the house. In the meantime, we had instructed all of the interior trades to not begin work because no down payment had been received. The damage caused from the leaking dormers was filed against the installer’s insurance company immediately, and repair work was completed to stop the leak. When replacing the flashings, the installer also replaced Mr. [redacted]’s siding on his dormers at no charge. Olneya also had insulation installed in Mr. [redacted]’s home on 12/30/15 retain some heat in the home. The owner of Olneya and the Production Manager met Mr. [redacted] out at his home the first week of January to all look at the project together. At this time, Mr. [redacted] asked that Olneya endorse the check that was written to and payable to Olneya Restoration Group, LLC to himself so he could cash the check. We informed Mr. [redacted] that we would not do that as that check was intended for Olneya as the mortgage company has Olneya’s W9 on file. After that walk though, we met with the City inspector on 1/12/16 who covered all items they need replaced. Because there were so many items that the city would require be fixed, we sent supplement information to the insurance company for additional items. We also continued to work with the secondary insurance company for the claim filed on the front half of the house that was damaged due to the roof installation. We asked Mr. [redacted] to have a meeting on 2/9/16 to discuss expectation for himself and from Olneya to move forward with the project. At this meeting on 2/9/16, Olneya outlined that because there were issues with the roof installation, we wanted to replace the roof at no charge and would have a senior project manager onsite during the entire roof installation to ensure that the roof was done to Olneya standards as well as Mr. [redacted]’s standards. Mr. [redacted] stated that he would prefer to have Frederick Roofing replace the roof because someone there was a family friend. We told him that would be fine but we would need a waiver of liability signed and sent to us for having someone else do the roof installation. We also requested that Mr. [redacted] respond to requests in a timely manner. There were several occasions where Mr. [redacted] would want us to begin work, but wouldn’t provide a down payment, then he would change his mind and not want work to begin until final insurance approval. We requested for Mr. [redacted] to sign Mutual Release of Liability waiver and to send it back to Olneya on 2/16/16, 2/27/16, 3/18/16, again on 3/18/16, 3/22/16, 4/5/16, 4/13/16, again on 4/13/16 which he stated at that time he had sent it 3-4 weeks ago, 5/16/16 and on 5/26/16. To date we have yet to receive the waiver of liability. Mr. [redacted] also requested again that Olneya endorse the checks with Olneya’s name on them so he could cash them on 4/4/16 and 4/13/16. Olneya refused both of those times as well. Finally, on 4/13/16 Mr. [redacted]’s insurance company approved all of the supplemented items and we could get the project started. Mr. [redacted] had stopped contact with Olneya after the approval. On 5/12/16 after a brief conversation with Mr. [redacted], Olneya decided to terminate the contract with Mr. [redacted] as he had refused to make payment a year after this has begun, refused to sign the Mutual Waiver of Liability after several requests as well as refused to sign a contract for the interior reconstruction of the home after the secondary roof leak. Olneya Restoration Group tried everything to make Mr. [redacted] happy over the course of a year, put in countless hours helping him with his insurance claim and several meetings with subcontractors, inspectors and Mr. [redacted] himself and we have never received payment. Please let us know if you need additional documentation for this file.

Complaint: [redacted]
I am rejecting this response because:
The issues have not been resolved.  It was confirmed that there were no masonry or tuck pointing issues.  Instead it is an issue with the seal or flashing around the chimney from the roof crew. Also the drywall that was damaged from the leak has not been repaired. I have called recently about getting someone to come fix the flashing that has popped off again and have yet to had anyone come by even though my request was "sent" to their production team. 
Sincerely,
[redacted]

The company called me the same day I filed the complaint. They claim that the vents were new just not painted however this is not true. They are damaged and dented. She also said they would be showing up as scheduled on Monday and today to install the siding per the contract and nobody ever showed...

up. I also was unaware that they would be subcontracting the work. They are not returning my calls. This is a Revdex.com Accredited business and why I chose to work with them however it looks like they took my money and ran. They were supposed to let me know when work was to begin to I could move any photos or breakables inside and they never notified me. They did not get all the shingles into the dumpster. This has been a nightmare. There are shingles sticking up with metal underneath. I have sent photos to the salesman. This is just what I can see from the ground.

We sent out a crew on May 21, 2016.  All issues have been addressed and resolved.

We apologize for the delay in responding to this complaint.  It appears that it was sent to someone that is not a primary contact.  After reviewing this file, it appears all of these issues have been resolved.  These types of repairs can be very common "punch out" items after a...

roofing installation.  It is unfortunate that a leak resulted, however it was pointed out to the homeowner that there are some masonry maintenance issues that could have easily contributes to the leak.

We have worked very diligently with Ms. [redacted] on resolving her concerns. To address her concerns in her complaint, some of the shingles were rippled upon install, these typically lay down shortly after the install as the heat needs to interact with the asphalt sealant. We did address a few areas of concern to ensure that it would not have any future issues. The pipe jack vents in question were in fact replaced however because they are a soft pliable lead boot, they can be bent. This is very common however we did replace these at Ms. [redacted]'s request for cosmetic consistency. The ground around the property was covered with tarps throughout the tear off of the roof, pictures are attached. Some of the fascia was damaged during the tear off and installation of her roof. Her fascia had bowed over time and was not directly attached to her fascia board any longer. This made the surface very unstable and was easily damaged. We replaced all of the fascia and corrected the fascia issue she had in the first place at no cost to the homeowner. This home has a driveway located on the side of the property with no direct access to throw the materials directly into it. It was explained prior to beginning of construction that we would need to lay tarps around the property, throw the debris on to them, then manually carry the debris to the dumpster. The homeowner has many trees and power lines surrounding the property and we took every measure we could to be as careful as possible. The homeowner did have one plant that died from the heat from the installer moving it under the deck to protect it from falling debris. We have offered to replace this plant at no cost. We have continued to keep in contact with the homeowner and have addressed everything she had concerns regarding. Her gutters and siding work have been completed per the contract. Please let me know if you need anything further.

We received this complaint on April 13th, 2016.  We did complete the interior ceiling repairs per the request of the homeowner on April 8, 2016.  We are disappointed that we were not able to fulfill the homeowner's request within what she considers a reasonable timeframe.  Olneya...

performs work with the highest integrity and fulfills it's obligation to its customers.  This issue has recorded as resolved on our end.