As always, Guy Roofing makes every effort to provide the best service possible to our customers.That being said, if [redacted] would give us a specific date and time we will be glad to fix his issues
Revdex.com: [redacted] called me June 29th at 6:pm stating that someone would have my metal up on the 2nd of JulyI have nails sticking out of my drip edge and my roof vents are not installed rightI need them fixed before I have damage from rain or animals getting in thereMy roof is not done to standards I have reviewed the response made by the business in reference to complaint I [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
We have reviewed this case and apologize for the delay in having the work completeWe had to special order the customer’s shingles which added additional timeThis particular color is not one we keep in stock and this was necessary to avoid any mismatched coloring with the existing shingles
We installed a shingle roof for customer and installed a copper roof on a bay window for them The copper work is custom fabricated to fit customers window and was installed per manufacturer’s details and specifications Customer was not pleased with the appearance of the copper and was comparing it to her neighbors copper work on their home I do not have anything in my notes or reports where one of our representatives stated it looked like sloppy work However, I do have reports from our Operations Manager that went out personally to inspect the roof after the customer reported a complaint and he notes the copper work looked excellent and took pictures of the copper work in questionIt is neatly installed and fabricated and fits customers window as it should He does note that the customer continually states that she wants it to look like her neighbors He tried to educate the customer that her new copper roof is new and her neighbors is more aged Copper as it ages, will start to patina which means it will turn a darker copper color, then a brown and then start to appear green This is a very attractive look aesthetically to a home’s exterior and we have explained to customer that this will happen but only with time There are no other issues with this roof We cannot discount the copper work as it was custom work and custom craftsmanship, however, we will be glad to take the copper off and install shingles to this area if the customer so desires but it will not be with a discount The shingles being installed will be no charge but we will still have to charge for the customer copper work performed and installed I have also attached pictures of the copper work for review Thanks
After completing the roofing project, our installation crew attempted to clean out the debris from Ms [redacted] ’s gutters but unfortunately could not complete the task because it was pouring rainRaven, from Guy Roofing’s management spoke to Ms [redacted] Friday, June 30th around 5:p.mAfter investigating the situation, we confirmed that our crew would be there the next day to finish the jobWe confirmed with our installation team that the task was finished and management called Ms [redacted] on Saturday at 12:p.mand left a voicemail informing her that the work was completeOur quality control manager has been back by her home a second time to assure that everything is satisfactory
We got back in touch with Guy Roofing againWe spoke with Sylvia S [redacted] and she has helped us settle this accountWe were to pay $and she took off $dollars which we approvedThe account has been settled and paid in full.Thank you for your help.Sincerely, [redacted]
The consumer relayed to her insurance carrier that she did not want Guy Roofing to do her window screen work and her insurance agent informed us that she would be using another company, [redacted] , to do that portion of the insurance estimateI have attached a screen shot from her insurance carrier (PH is used for policy holder, just FYI)We did not charge her for the window screens, we only charged her for the work we didOur sales representative also did a final walk through with her after all work was completed and she was satisfiedThe consumer has not overpaid Guy Roofing for any work that was done by us or by another company and we are more than happy to waive the remaining $on her account so that she will be paid in full
I have looked into [redacted] project and it appears that customer signed a contract with us to replace his roof on April 28th We replaced his roof on June 10th which was approxweeks later Customer lives in [redacted] and on March there was a tremendous hailstorm that hit [redacted] County and the town of [redacted] was one of the worst hit areas in the county This caused a lot of people in the area to need roof replacements and that is why [redacted] mentions a lot of his neighbors needing their roofs replaced also There was a wait of approx4-weeks during this time and that was what the delay was on starting his project Customer was informed there would be a wait due to all the damage in the area upon contract signing However, upon our delivering of material to customer’s home on June 7th it was reported that two sprinkler heads were damaged and tire marks were on lawn We immediately sent out a rep that fixed customers sprinkler heads and lawn Customer was made aware and was happy with repairs at that time Customer still has LF of fascia to be replaced on his home per his insurance scope and our rep has been going back and forth with customer to match up the color for the fascia Our rep states that customer and him have discussed several times the color and agreed upon the color to be Almond and there is a work order in the system for this work and we can come out as early as this Saturday July 9th to do his fascia work if that works for him I cannot find anywhere in our system where customer was ever informed of July 2nd date for fascia work Customer mentions flashing but I do not see any flashing work to be completed I am assuming at this time that he is referring to the fascia If we could confirm that this Sat will be okay and that the color almond is okay then we are ready , willing and able to come out this Sat to complete this work Customer also has not been billed for the fascia work but at this time due to his frustration we would be glad to do this work at no charge WE can also give him a credit for the amount of this work even though we haven’t billed for it due to all his frustrations and he can have another contractor to complete this work if he chooses It is only our hope and intention to do what works best for [redacted] and to make him satisfied and happy I certainly apologize for any trouble or mishap on our end and we sincerely appreciate his business and will do what he wishes concerning this matter Please advise
Guy Roofing wants nothing more than to insure that our customers have a quality roof system There is a work order in process in our system to correct the fascia issue If [redacted] would let us know a date and time that is convenient for him we will be glad to correct the issues
Good afternoon [redacted] I have been unable to answer Complaint # [redacted] online It will not give me access So please accept the following as our response: In none of our records do we show roofing or reroofing ** [redacted] ’s house However we do show doing two (Contract Repairs The first contract repair was in March of Which included: replacing two (2) shingles that had blown off We re-caulked four (4) pipe boots and painted the chimney cap black Work was completed and paid for in full The second contract repair was called in November 11, , the roof was reported leaking at the dormer into the bedroom Our tech had tried to set an appointment to meet with the customer and look at the issues and at that time ** [redacted] would have been given an estimate of cost ** [redacted] refused the opportunity to get an estimate The following is ** [redacted] email to that fact.From: [redacted] < [redacted] Date: November 11, at 12:26:PM EST To: < [redacted] Subject: Repair roof [redacted] Per our conversation on the phone today, I am sending you this email with the understanding that you will be repairing the roof without an estimate and I will pay the cost of the repairLooking foward to hearing from you as soon as possible [redacted] Upon receiving this email Guy Roofing scheduled the repair The leak on the dormer was repair Work was completed with the customer’s signature of satisfactory ** [redacted] was billed our minimum charge of $ [redacted] for the repair *** ***Office ManagerGuy Roofing [redacted] **Spartanburg SC 29307Local: [redacted] Fax [redacted] Toll Free: [redacted]
Hi ***, Sorry to bother you again but Guy Roofing is not following through on what they claimed they wouldI asked for documentation on what date they would redo damaged copper roof with upgraded Duration shingles in color DriftwoodI keep getting the same answer "it has to be scheduled"This is starting to affect my husband who is disabledIt's a job that can be done in less than a dayI do not see the need to take further action if only they would do what was agreed upon
Guy Roofing received a check from the customer and unfortunately it was misplaced in our office. The check was not posted and the customer was contacted to inform her that the check was lost and we were very sorry for any inconvenience as this is not something that we are used to having happen... inside our company. We explained the issue and informed customer that we would pay for any charge that she incurred from her bank due to having to stop payment on the original check that she gave to us. This was an insurance claim job and customer had received the check from the insurance company, deposited it into her bank and then wrote Guy Roofing a check for the insurance proceeds plus her deductible of $***. When customer was informed that Guy Roofing had misplaced the check, she wanted us to waive the entire $ [redacted] deductible and write us another check less her deductible. We explained to customer that we could not do this for more reasons than one , but mostly because it would be considered insurance fraud. We did however inform customer that again we wanted to reimburse her for any charges she incurred and would send someone back out to even pick the check up from her to make it most convenient for her. At this time we again are very sorry for the confusion, and inconvenience in misplacing her check and sincerely regret that she has been burdened with this but we would like to resolve this matter as fair as possible which would be to reimburse her for her bank charges.Please advise.Thanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr [redacted] called Guy Roofing and wanted us to come out to look at a leak on his roof We cannot send a repair technician until we are sure of the issues with any roof Our standard operating procedure for repair jobs is to send an estimator out to survey the issues There is a fifty dollar ($50.00) trip charge for all repair leads If the customer agrees to allow us to do the work after we survey the issues and give them an estimate, the trip charge fee comes off of the job priceWe will refund Mr [redacted] his trip charge fee, but at no time has Mr [redacted] call the office after our estimator [redacted] went to his home and stated that he was dissatisfied about the way it was handled or to request a refund.I am not sure what Guy Roofing could have done differently, we followed our standard operating procedures for repairs which was explained to Mr [redacted] upon calling Guy RoofingPlease have Mr [redacted] contact our office in order to have the trip charge refunded
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 It's not what was said by itself it's the entire dealingI was under the impression that someone would come out to my home and fix my leak on the appointed timeThe rains were coming and I had a substantial leakIf I had been made aware that I was getting an estimator I wouldn't have scheduled the appointmentNow let me address the main issueWhen the salesman arrived he observed the area that was caulked with the last repair and said it looked intact and then concentrated on the valleyHe took a couple of pictures of the valley to show me the problem I didn't see any problem with the valley and felt more like the caulking had degraded and was causing the problemI was assured by the salesman that wasn't the case and the valley was to blameHis quote was never given and all that was discussed with me was it's pricey and a full barrage of questions about how I could pay for the "pricey" jobHe's accurate when I informed him about bankruptcy and I informed him I couldn't pay for a "pricey" job without borrowing the money from my sonRegardless how I was going to pay for it was asked of me in a insolent tone and condescending to meI then felt that his attitude was insolent and because of the attitude I wouldn't do business with themI was never given a true estimate from himI will also add that he appeared to be afraid of the roof's pitch and never cleared the ladder and fully got on the roofNow for the misleading partI had another roofer come out and within minutes it was fixedHe actually got on the roofThe area of leakage inside the house was six to twelve inches from the wall and if it had been in the valley it would have been to inches from the roofBut he was supposed to know what he was doingAnyhow the leak was at the caulk site inches from the wall and the valley is and was fully intactTherefore I am fully convinced that the salesman was only interested in up selling a repair that was not necessary nor needed and my roof repair is a shining example of thatI would have no problem in paying the $show up fee if the roof repair would have been diagnosed correctly but it wasn't and really don't believe it would have been corrected by his "pricey" repair that was necessary to correct the leakI think he had the intention of selling more work than was necessary and had no interest nor the capability to immediately fix the leak at time of dispatchTherefor since I firmly believe he was trying to take advantage of a year old senior and sell me a roof modification that I didn't need and would not have fixed the problem, and he skipped over the real problem that I should be reimbursed the show up feeI think he's probably on commission and he certainly wouldn't have made any money on another crew coming out and using a tube of roofing cement to seal the gap that was evidentHe mentioned the gap but assured me that it was not the problemHow I was or would have paid for it was not an issue for him as I do have resources that would help me outBy the time he asked me "well how did you expect to pay for this" I had already disconnected from his attitude and wanted him off my propertyI only want a refund of the show up fee and an exercise in customer serviceHad the repair been accurate I wouldn't have a problem paying the fee but it wasn't and I'm positive the salesman was just that a salesmanI think I caught him up selling and he's only trying to cover himself Regards, [redacted]
As always, Guy Roofing makes every effort to provide the best service possible to our customers.That being said, if [redacted] would give us a specific date and time we will be glad to fix his issues
Revdex.com: [redacted] called me June 29th at 6:pm stating that someone would have my metal up on the 2nd of JulyI have nails sticking out of my drip edge and my roof vents are not installed rightI need them fixed before I have damage from rain or animals getting in thereMy roof is not done to standards I have reviewed the response made by the business in reference to complaint I [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***
We have reviewed this case and apologize for the delay in having the work completeWe had to special order the customer’s shingles which added additional timeThis particular color is not one we keep in stock and this was necessary to avoid any mismatched coloring with the existing shingles
We installed a shingle roof for customer and installed a copper roof on a bay window for them The copper work is custom fabricated to fit customers window and was installed per manufacturer’s details and specifications Customer was not pleased with the appearance of the copper and was comparing it to her neighbors copper work on their home I do not have anything in my notes or reports where one of our representatives stated it looked like sloppy work However, I do have reports from our Operations Manager that went out personally to inspect the roof after the customer reported a complaint and he notes the copper work looked excellent and took pictures of the copper work in questionIt is neatly installed and fabricated and fits customers window as it should He does note that the customer continually states that she wants it to look like her neighbors He tried to educate the customer that her new copper roof is new and her neighbors is more aged Copper as it ages, will start to patina which means it will turn a darker copper color, then a brown and then start to appear green This is a very attractive look aesthetically to a home’s exterior and we have explained to customer that this will happen but only with time There are no other issues with this roof We cannot discount the copper work as it was custom work and custom craftsmanship, however, we will be glad to take the copper off and install shingles to this area if the customer so desires but it will not be with a discount The shingles being installed will be no charge but we will still have to charge for the customer copper work performed and installed I have also attached pictures of the copper work for review Thanks
After completing the roofing project, our installation crew attempted to clean out the debris from Ms [redacted] ’s gutters but unfortunately could not complete the task because it was pouring rainRaven, from Guy Roofing’s management spoke to Ms [redacted] Friday, June 30th around 5:p.mAfter investigating the situation, we confirmed that our crew would be there the next day to finish the jobWe confirmed with our installation team that the task was finished and management called Ms [redacted] on Saturday at 12:p.mand left a voicemail informing her that the work was completeOur quality control manager has been back by her home a second time to assure that everything is satisfactory
We got back in touch with Guy Roofing againWe spoke with Sylvia S [redacted] and she has helped us settle this accountWe were to pay $and she took off $dollars which we approvedThe account has been settled and paid in full.Thank you for your help.Sincerely, [redacted]
We have contacted [redacted] and his work is scheduled for August 11th,
The consumer relayed to her insurance carrier that she did not want Guy Roofing to do her window screen work and her insurance agent informed us that she would be using another company, [redacted] , to do that portion of the insurance estimateI have attached a screen shot from her insurance carrier (PH is used for policy holder, just FYI)We did not charge her for the window screens, we only charged her for the work we didOur sales representative also did a final walk through with her after all work was completed and she was satisfiedThe consumer has not overpaid Guy Roofing for any work that was done by us or by another company and we are more than happy to waive the remaining $on her account so that she will be paid in full
I have looked into [redacted] project and it appears that customer signed a contract with us to replace his roof on April 28th We replaced his roof on June 10th which was approxweeks later Customer lives in [redacted] and on March there was a tremendous hailstorm that hit [redacted] County and the town of [redacted] was one of the worst hit areas in the county This caused a lot of people in the area to need roof replacements and that is why [redacted] mentions a lot of his neighbors needing their roofs replaced also There was a wait of approx4-weeks during this time and that was what the delay was on starting his project Customer was informed there would be a wait due to all the damage in the area upon contract signing However, upon our delivering of material to customer’s home on June 7th it was reported that two sprinkler heads were damaged and tire marks were on lawn We immediately sent out a rep that fixed customers sprinkler heads and lawn Customer was made aware and was happy with repairs at that time Customer still has LF of fascia to be replaced on his home per his insurance scope and our rep has been going back and forth with customer to match up the color for the fascia Our rep states that customer and him have discussed several times the color and agreed upon the color to be Almond and there is a work order in the system for this work and we can come out as early as this Saturday July 9th to do his fascia work if that works for him I cannot find anywhere in our system where customer was ever informed of July 2nd date for fascia work Customer mentions flashing but I do not see any flashing work to be completed I am assuming at this time that he is referring to the fascia If we could confirm that this Sat will be okay and that the color almond is okay then we are ready , willing and able to come out this Sat to complete this work Customer also has not been billed for the fascia work but at this time due to his frustration we would be glad to do this work at no charge WE can also give him a credit for the amount of this work even though we haven’t billed for it due to all his frustrations and he can have another contractor to complete this work if he chooses It is only our hope and intention to do what works best for [redacted] and to make him satisfied and happy I certainly apologize for any trouble or mishap on our end and we sincerely appreciate his business and will do what he wishes concerning this matter Please advise
Guy Roofing wants nothing more than to insure that our customers have a quality roof system There is a work order in process in our system to correct the fascia issue If [redacted] would let us know a date and time that is convenient for him we will be glad to correct the issues
Good afternoon [redacted] I have been unable to answer Complaint # [redacted] online It will not give me access So please accept the following as our response: In none of our records do we show roofing or reroofing ** [redacted] ’s house However we do show doing two (Contract Repairs The first contract repair was in March of Which included: replacing two (2) shingles that had blown off We re-caulked four (4) pipe boots and painted the chimney cap black Work was completed and paid for in full The second contract repair was called in November 11, , the roof was reported leaking at the dormer into the bedroom Our tech had tried to set an appointment to meet with the customer and look at the issues and at that time ** [redacted] would have been given an estimate of cost ** [redacted] refused the opportunity to get an estimate The following is ** [redacted] email to that fact.From: [redacted] < [redacted] Date: November 11, at 12:26:PM EST To: < [redacted] Subject: Repair roof [redacted] Per our conversation on the phone today, I am sending you this email with the understanding that you will be repairing the roof without an estimate and I will pay the cost of the repairLooking foward to hearing from you as soon as possible [redacted] Upon receiving this email Guy Roofing scheduled the repair The leak on the dormer was repair Work was completed with the customer’s signature of satisfactory ** [redacted] was billed our minimum charge of $ [redacted] for the repair *** ***Office ManagerGuy Roofing [redacted] **Spartanburg SC 29307Local: [redacted] Fax [redacted] Toll Free: [redacted]
Hi ***, Sorry to bother you again but Guy Roofing is not following through on what they claimed they wouldI asked for documentation on what date they would redo damaged copper roof with upgraded Duration shingles in color DriftwoodI keep getting the same answer "it has to be scheduled"This is starting to affect my husband who is disabledIt's a job that can be done in less than a dayI do not see the need to take further action if only they would do what was agreed upon
Guy Roofing received a check from the customer and unfortunately it was misplaced in our office. The check was not posted and the customer was contacted to inform her that the check was lost and we were very sorry for any inconvenience as this is not something that we are used to having happen... inside our company. We explained the issue and informed customer that we would pay for any charge that she incurred from her bank due to having to stop payment on the original check that she gave to us. This was an insurance claim job and customer had received the check from the insurance company, deposited it into her bank and then wrote Guy Roofing a check for the insurance proceeds plus her deductible of $***. When customer was informed that Guy Roofing had misplaced the check, she wanted us to waive the entire $ [redacted] deductible and write us another check less her deductible. We explained to customer that we could not do this for more reasons than one , but mostly because it would be considered insurance fraud. We did however inform customer that again we wanted to reimburse her for any charges she incurred and would send someone back out to even pick the check up from her to make it most convenient for her. At this time we again are very sorry for the confusion, and inconvenience in misplacing her check and sincerely regret that she has been burdened with this but we would like to resolve this matter as fair as possible which would be to reimburse her for her bank charges.Please advise.Thanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr [redacted] called Guy Roofing and wanted us to come out to look at a leak on his roof We cannot send a repair technician until we are sure of the issues with any roof Our standard operating procedure for repair jobs is to send an estimator out to survey the issues There is a fifty dollar ($50.00) trip charge for all repair leads If the customer agrees to allow us to do the work after we survey the issues and give them an estimate, the trip charge fee comes off of the job priceWe will refund Mr [redacted] his trip charge fee, but at no time has Mr [redacted] call the office after our estimator [redacted] went to his home and stated that he was dissatisfied about the way it was handled or to request a refund.I am not sure what Guy Roofing could have done differently, we followed our standard operating procedures for repairs which was explained to Mr [redacted] upon calling Guy RoofingPlease have Mr [redacted] contact our office in order to have the trip charge refunded
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 It's not what was said by itself it's the entire dealingI was under the impression that someone would come out to my home and fix my leak on the appointed timeThe rains were coming and I had a substantial leakIf I had been made aware that I was getting an estimator I wouldn't have scheduled the appointmentNow let me address the main issueWhen the salesman arrived he observed the area that was caulked with the last repair and said it looked intact and then concentrated on the valleyHe took a couple of pictures of the valley to show me the problem I didn't see any problem with the valley and felt more like the caulking had degraded and was causing the problemI was assured by the salesman that wasn't the case and the valley was to blameHis quote was never given and all that was discussed with me was it's pricey and a full barrage of questions about how I could pay for the "pricey" jobHe's accurate when I informed him about bankruptcy and I informed him I couldn't pay for a "pricey" job without borrowing the money from my sonRegardless how I was going to pay for it was asked of me in a insolent tone and condescending to meI then felt that his attitude was insolent and because of the attitude I wouldn't do business with themI was never given a true estimate from himI will also add that he appeared to be afraid of the roof's pitch and never cleared the ladder and fully got on the roofNow for the misleading partI had another roofer come out and within minutes it was fixedHe actually got on the roofThe area of leakage inside the house was six to twelve inches from the wall and if it had been in the valley it would have been to inches from the roofBut he was supposed to know what he was doingAnyhow the leak was at the caulk site inches from the wall and the valley is and was fully intactTherefore I am fully convinced that the salesman was only interested in up selling a repair that was not necessary nor needed and my roof repair is a shining example of thatI would have no problem in paying the $show up fee if the roof repair would have been diagnosed correctly but it wasn't and really don't believe it would have been corrected by his "pricey" repair that was necessary to correct the leakI think he had the intention of selling more work than was necessary and had no interest nor the capability to immediately fix the leak at time of dispatchTherefor since I firmly believe he was trying to take advantage of a year old senior and sell me a roof modification that I didn't need and would not have fixed the problem, and he skipped over the real problem that I should be reimbursed the show up feeI think he's probably on commission and he certainly wouldn't have made any money on another crew coming out and using a tube of roofing cement to seal the gap that was evidentHe mentioned the gap but assured me that it was not the problemHow I was or would have paid for it was not an issue for him as I do have resources that would help me outBy the time he asked me "well how did you expect to pay for this" I had already disconnected from his attitude and wanted him off my propertyI only want a refund of the show up fee and an exercise in customer serviceHad the repair been accurate I wouldn't have a problem paying the fee but it wasn't and I'm positive the salesman was just that a salesmanI think I caught him up selling and he's only trying to cover himself Regards, [redacted]