Phillips Roofing & Restoration

Thank you for the opportunity to respond to this complaintIn the wake of Hurricane Harvey, Phillips Roofing like all roofers is currently dealing with times more workload than we are staffed to handleThe ***’s were referred to us originally by a contractor friend of theirs, by the name [redacted] Grateful for the referral from a contractor we felt obligated to respond quickly to the ***’s request for an estimateAfter accepting our estimate, the ***’s pressed us hard to start the job with multiple weekly callsStruggling with severe labor shortages, our mistake was to bend to this pressure and agree to start work in this devastated Rockport neighborhoodLabor shortages forced us to use an untested labor crew on the ***’s homeUnfortunately, the work that this crew did was not up to our quality standardsThe long story short is that we took responsibility for these quality issues, communicated a resolution plan to the ***’s and immediately dedicated people and material resources to rectify themOnce the original issues were dealt with, a leak at the chimney was discoveredAgain, we took responsibility for the issue, communicated a plan and dedicated resources to resolveUnfortunately, this effort failed to resolve the leak problemWhen we contacted the ***’s to discuss and schedule the continuing effort, they were refused by Mrs [redacted] who hung up the phone on our representativeWe remain willing to resolve the leak issue for the ***’s if they would allow itAt this point we have not been paid any money by the ***’sIf we are not allowed to rectify issues and be paid, then we have no choice but to take appropriate legal action to collect our debt.Phillips Roofing has a long history of quality workWe do on occasion make mistakes because we are humanOur policy is to accept responsibility for these errors and immediately do the right thing to make it rightWe regret that the ***’s are unhappy and mostly that they will not allow us to resolve the issue.Please don’t hesitate to contact us with any questionsSincerely, [redacted] Owner

To Whom it may Concern; *** *** did mention the rotten fascia and soffit to me but asked for a seperate quote on the soffit and fascia. I explained to *** *** that I would do so, but also told her that in all my roofing
bids our company allows for 10-feet of fascia replacement and 1-sheets of plywood replacement on the roof at no charge to our customers. I did arrive at pm because *** *** stated that she was working jobs and had a funtion she was attending so that was the best time for her, I agreed to the time to accommodate her scheduleWe did miss measure a small section of her roof. I did call her and tell her what had happened and asked her if she would be willing to pay for the additional material and that I would pay the additional labor. I told her that it was up to her and she did agree to compensate for the additional material and I took care of the addtional labor cost. I did provide *** *** with the receipt for the additional material for proof. As far as the rotten fascia is concerned my company did in fact remove and replace feet of rotten fascia board, eventhough I spent days searching for the right bit to miter her fascia because not only does the fascia have a custome design on it, it also had a grove on the back that allows the soffit to rest in but the 2xfascia had been milled down not only in width but in heigth. I was unable to find the right size bit to customize *** ***'s fascia board so I searched and finally found someone that would make the custome fascia for me. I did purchase feet of fascia board to install for *** *** and dropped it off at *** *** ***. They told me it would take a few days but that they would get to it. A few days later I stopped by the company but they were not able to finish it yet and they would need a few more days because they were having to make special cutting knives to be able to customize this special design. When the company got done customizing the fascia I went and picked it up. It was later in the afternoon close to dark but we went ahead and went over to *** ***'s house to remove the temporary fascia we had put up to protect the other boards behind it and to install the new custome fascia where the basketball net was once locatedThe total length for the fascia we installed was feet. I would like to mention also that before we were even done with *** ***'s roof she was asking how soon she could get her windstorm certification because her insurance company was going to charge her $if she didn't have her certification in the next days. So I got ahold of the engineer and we were able to fast track her paperwork within a few days, which is a process that could take up to 1-monthsWhen the engineer emailed me the windstorm copies I contacted *** *** and let her know that we were able fast track and had her paperwork done for her roof. I told her I would email it to her right away. I emailed it to her different times and for whatever reason she said she did not recieve it. The next morning she called me and I figured that it was over the email and that maybe she hadn't recieved it again so I resent it and then called her back. She said that she had recieved it and proceeded to chew me out then hung up on me. *** *** would not return my phone call. When she hired me she also stated that the other bids she had gotten were outrageous and felt those companies were trying to take advantage of her and she was so happy with my price. We spoke on the phone a little prior to her hiring me and she told me a lot of her story and how she was a single mom with jobs and funds were limited. She stated that she really needed her roof replaced so I gave her a really fair price on the roofWe replaced sheets of plywood decking, feet of fascia, and fast tracked her windstorm paperwork and got it to her in the time she has requested so that she would not have to pay the $to the insurance company. We were willing to replace an additional feet of fascia and sheets of soffit by her front door on the condition that when she hired me to replace her chimney siding that we would do the remaining feet of fascia and the sheets of soffit at the same time to save on labor cost of making seperate trips to her house to do the work since she would not be charged for the additional feet of fascia and the sheets of soffit. About a week after we installed the feet of fascia *** *** contacted me after leaving several voicemails and text asking when we would be over to do the additional fascia and the soffit after we had already agreed that it would be done at the same time that we replace her chimney siding. She had stated before that it would be a couple of weeks before she would be ready to do the chimney so that she could get the funds together. This particular day she contacted me she was being very rude and said she just wanted me to replace the remaining fascia and the soffit and that she wasn't hiring me to do the work on the chimney. I tried to explain to her that that was not the deal we had agreed on and she just hung up on me. I still have the remaining feet of fascia at my home that was customized for her house. I never heard back from her until I was notified by the Revdex.com on the complaint she had made. I did everything in my power to help *** *** and when she hired me she acted like a real Christian lady but now it appears that she is wanting free work from my company after we had already made an agreement. When she didn't get the free services from my company she is now slandering my name which is my livelihood and making me out to be a dishonest person. I have the signed contract where it is specificly the replacement of her roof nothing more and nothing less. I have pictures and receipts of the fascia board I bought, had made, and installed. We did everything we said we would do in the contract and more. The Revdex.com will not allow me to post pictures of the contract do to privacy issues which I think is a disservice. The work on *** ***'s roof was done in a workmanship like manner, in fact she said in her own words "amazing". Everything on her roof was done up to code and passed inspection with a certified engineer through the state of Texas. The really frustrating part of this whole situation is that even though I have proof in the contract and pictures the Revdex.com would not look at it to consider as to whether or not what *** *** was accusing me of was actually true or not. It appears that anyone can falsify a statement about a company and even when the company has proof that the person is wrong they will still publish statements about a company which is unfair and a disservice. I am a very small roofing contractor just trying to make a living by doing quality work at an affordable price. Having claims hurts us as a small business and can ruin our reputation. We take pride in the would we do and our customers trusting in us to do what we say we are going to do and doing it right. Just to satisfy *** *** and to save my name I am willing to install the feet of fascia and the pieces of soffit even though I will be losing out on time and money and even though that was not part of the agreement. For any future customers I would like to say I have many satisfied customers we have served that you could call and talk to and even go by and look at our work. I hope and pray this doesn't discourage future customersfrom considering Phillips Roofing and Restoration. Thank you Sincerely, *** ***

I have spoken with Mrs***, on two different occasions about this matter and would like to come to some sort of resolution please feel free to call me on my cell at *** *** *** thank you

Thank you for the opportunity to respond to this complaint. In the wake of Hurricane Harvey, Phillips Roofing like all roofers is currently dealing with 10 times more workload than we are staffed to handle. The [redacted]’s were referred to us originally by a contractor friend of theirs, by the name...

[redacted]. Grateful for the referral from a contractor we felt obligated to respond quickly to the [redacted]’s request for an estimate. After accepting our estimate, the [redacted]’s pressed us hard to start the job with multiple weekly calls. Struggling with severe labor shortages, our mistake was to bend to this pressure and agree to start work in this devastated Rockport neighborhood. Labor shortages forced us to use an untested labor crew on the [redacted]’s home. Unfortunately, the work that this crew did was not up to our quality standards. The long story short is that we took responsibility for these quality issues, communicated a resolution plan to the [redacted]’s and immediately dedicated people and material resources to rectify them. Once the original issues were dealt with, a leak at the chimney was discovered. Again, we took responsibility for the issue, communicated a plan and dedicated resources to resolve. Unfortunately, this effort failed to resolve the leak problem. When we contacted the [redacted]’s to discuss and schedule the continuing effort, they were refused by Mrs. [redacted] who hung up the phone on our representative. We remain willing to resolve the leak issue for the [redacted]’s if they would allow it. At this point we have not been paid any money by the [redacted]’s. If we are not allowed to rectify issues and be paid, then we have no choice but to take appropriate legal action to collect our debt.Phillips Roofing has a long history of quality work. We do on occasion make mistakes because we are human. Our policy is to accept responsibility for these errors and immediately do the right thing to make it right. We regret that the [redacted]’s are unhappy and mostly that they will not allow us to resolve the issue.Please don’t hesitate to contact us with any questions. Sincerely, [redacted]Owner