Pizzi & Pizzi Associates

Ms***, I have reached back out to you by phone on four occasions since my original response to address the issues in your response but was unable to get in touch with youThe roof selected, by you, when contracted over years ago was an [redacted] Classic shingle At the time of contract signing, you were given options to choose upgraded shingles that included algae protection built into the shingle however, you chose the lower grade shingle that did not include this protection Algae growth on shingles is very common and is in fact very easy to see on a number of roofs in your neighborhoodThe roof installed was warranted for years to be free of manufacturer's defect and carried an year labor warranty provided by Holden Roofing The manufacturer's warranty does not carry protection against airborne algae growth which is responsible for the discoloration on your roof The job completed on the home was in fact a re-roof and the roofing components were changed per the contracted agreementThe wind warranty on these shingles warrant the shingles for up to mph winds, a wind speed that was surpassed on at least occasions at your locationAnd lastly, we were contracted to replace rotten decking as needed when the new roof was installedWe were not contracted to completed a complete re-deck of your home I addressed the rafter issue in my previous response but to reiterate, changes in rafter placement are very common as homes age These changes in rafter placement and rafter movement oftentimes cause deflections on the roof deck This is a very common occurrence, especially in older homes and have nothing to do with the roofing system installed When the contractors you hired replaced your facia recently, it appears the drip edge was pulled out and loose in a number of places and these areas are going to present issue for you if not addressedI would highly recommend having these guys back out to re secure the drip edge as much of it was loosed up while this work was being completedPlease feel free to reach out me at our office at [redacted] should you have any additional questions or concerns.Travis J***General ManagerHolden Roofing, INC

Ms***,I appreciate you taking the time to visit with me in regards to your roof earlier this week I inspected the property and made an attempt to contact you but was unable to reach you and left a voicemail Before I address your issues, I do want to make sure that you do understand that the roof installed was an [redacted] classic shingle bearing a year manufacturers limited warranty with a mph wind warranty and a 8-year labor warranty given to you by Holden Roofing This roofing system was originally installed over years ago and we do not show any record of you contacting our company during the warranty period Therefore, you contacted us for repairs outside of your labor warranty period but we wanted to make a good faith effort to address any of your issues mentionedAs to the claim that the shingles being discolored, the discoloration on the shingles is due to an airborne algae and are very common for shingles installed in the [redacted] areaThis algae typically grows on roofing systems installed in humid areas around the country The bowing you had mentioned on your roof was actually related to movement over time in the rafters supporting the roof structure When the home is built, these rafters have a certain moisture content and through time, changes in this content causing movement in the rafter placement, thus causing deflection in the roofing surfaceThis is accentuated by the fact that the home was decked with 3/inch decking when the home was originally built rather than the 1/inch decking that is more common in construction today It also appeared that another contractor came in and replaced fascia and soffit material around the home and in doing so, bent up, lifted, pulled nails out of, and damaged drip edge around the perimeter of the home I noticed a number of pieces of cut facia debris around the yard to indicate that this was new as well as the overall condition of the fascia I did notice a few wind lifted shingles on the roof, most likely during Hurricane Ike or during the tornado that moved through the area just north of your home a few years back Although the winds of these events exceeded the mph wind warranty on your shingles, I went ahead and addressed a couple wind lifted shingles that I found free of charge while I was on the propertyPlease feel free to contact me at my office at [redacted] should you have any further issues.Thanks,Travis J***General Manager, Holden Roofing, INC

Ms [redacted] , We have to respectfully disagree with the fact that the agreement was signed before Jeremy climbed on the roof Nonetheless, if you will refer back to my initial response, I made numerous attempts to contact you to discuss this prior to a complaint being logged and Holden Roofing never sent an invoice to you requiring payment for the $ Furthermore, you were given a copy of this agreement and a Holden Roofing folder containing to notice of cancellation form And again referring back to my previous response, we are agreeing to waive the $fee that was agreed upon per our contract that you signedAgain, nothing is owed to Holden Roofing at this time in an effort to show good will towards you as a homeowner I wish you the best and feel free to contact me directly at [redacted] should you need anything else.Travis ***General ManagerHolden Roofing, INC

Ms [redacted] ,Thank you for reaching out to usAs I understand you have been in contact with our office in an effort to resolve this issue [redacted] , our regional team leader for San Antonio has made three appointments to meet with you to take a look inside the attic to inspect and determine what problems are occurring and where the causation lies however, you were not present at the set appointments to allow access inside the homeI am having our Regional Manager, Jarrod [redacted] , reach out to you today to make another appointment to allow us access to the attic so we can see the rafter issueI reviewed your contract and we did in fact install the shingle that was agreed upon per our signed contractI look forward to speaking with Jarrod after his meeting with you.Travis ***GM, Holden Roofing, INC

Mr***, Thank you for taking the time to speak with me about your roofing issue over the phone today At this time, it appears that you have taken care of the roofing repair as the roof was no longer covered under warranty Should you need anything in the future, please
feel free to contact me at our office at *** Thank you and have a great afternoon.*** ***General ManagerHolden Roofing, INC

Ms***, Let me start by apologizing for any issues that you have encountered during the re-roofing and repairing of your home due to recent hail storms I have spoken with the sales representative and the head of our installation team in regards to getting these issues
resolved in a timely manner I have spoken with your husband and have Chad S*** scheduled a final walk through for tomorrow, Tuesday, to walk the project and insure that you guys are pleased with the work that has been completed Thanks again for your business and we look forward to getting any remaining issues rectified. Travis J***General Manager, Holden Roofing Inc

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.  
None of this is true. Jeremy was not on the roof before I signed the document. I was standing there. We signed the document on the hood of my car. I watched him on the roof. I never asked Jeremy to help with financing.  I asked his opinionof their offer, which he replied that he was on vacation, and would get back to me, and he never did. I decided not to move forward with the repair as the deductible is more than I can afford. It was completely Jeremy's insistance thatthe insurance adjuster, Peter [redacted], did not climb on the roof without him, and that they did it together. The adjust was ready to go by himself. I will be happy to provide Peter's phone number and the insurance claim agentsnumber to  verify this information. I will be happy to send my emails with all parties.  You will also note on their document that Jeremy filled in  all the information except my signature and I never recieved a copy. Now this is $750? Jeremy's message said $250 and he would add the rain diverter over the front door and put it up himself.   ]
Regards,
[redacted]

Ms. [redacted],   We have to respectfully disagree with the fact that the agreement was signed before Jeremy climbed on the roof.  Nonetheless,  if you will refer back to my initial response, I made numerous attempts to contact you to discuss this prior to a complaint being logged and Holden Roofing never sent an invoice to you requiring payment for the $750.  Furthermore, you were given a copy of this agreement and a Holden Roofing folder containing to notice of cancellation form.  And again referring back to my previous response, we are agreeing to waive the $750 fee that was agreed upon per our contract that you signed. Again, nothing is owed to Holden Roofing at this time in an effort to show good will towards you as a homeowner.  I wish you the best and feel free to contact me directly at [redacted] should you need anything else.Travis [redacted]General ManagerHolden Roofing, INC

Mr. [redacted]Thank you for bringing your roof issue to our attention. We have made three attempts to contact you this week so that we can come by the home to water test the area to determine the source of the leak, be it the existing siding on the home which we were not contracted to replace or the...

roof itself.  We made our first call on Monday at 3:32pm upon receiving your message and subsequently after being unable to reach you, we sent a repair technician to your home for inspection but were unable to catch anyone home.  It is necessary to water test the home which we have mentioned on follow up voicemail this week, including the last message left at 5:08 pm on 8/31. We will continue to reach out or you can contact our regional leader, Jarrod [redacted], directly at 512-861-6907 so we can resolve any issues for you. Thanks again,Travis [redacted]GM, Holden Roofing, INC.

Ms [redacted],Thank you for reaching out to us. As I understand you have been in contact with our office in an effort to resolve this issue.  [redacted], our regional team leader for San Antonio has made three appointments to meet with you to take a look inside the attic to inspect and...

determine what problems are occurring and where the causation lies however, you were not present at the set appointments to allow access inside the home. I am having our Regional Manager, Jarrod [redacted], reach out to you today to make another appointment to allow us access to the attic so we can see the rafter issue. I reviewed your contract and we did in fact install the shingle that was agreed upon per our signed contract. I look forward to speaking with Jarrod after his meeting with you.Travis [redacted]GM, Holden Roofing, INC.

Ms. [redacted],I understand Jarrod [redacted] has an appointment with you set for tommorow am to discuss your issue at your property in order to make any repairs necessary on our end to your roofing system. I will reach back out and respond through this medium after this meeting takes place.

[redacted],   I have reviewed your file in detail and the details of your complaint.  To start with, it appears that the initial material drop was changed due to a desire for the roofing material color to be changed. We were able to get materials delivered shortly thereafter and the home...

roofed. In our CRM system, I show a string of follow up calls made to you guys (dates and times can be provided if necessary).  On or about Jan 22, Jose [redacted], our gutter installer, made an attempt to install the guttering on the home and was turned away by the homeowner after having set up an appointment to do so. We moved forward with collection efforts at this point and made a decision to issue a change order after we were unable to contact homeowner to complete work after multiple attempts. On 8-16, we were finally able to reach homeowner and homeowner stated that she was too busy to speak with us and abruptly hung up.  We followed up on 8-18, 8-19, and sent a 10 day demand letter asking for payment in full on 9-13.  On the afternoon of 9-13, we finally received a return phone call back from your husband indicating that he had not heard from us. Jose [redacted], our collections manager, went through the change order that was issued as well as a time line of the multiple attempts that were made to contact you guys. Through the course of the conversation he indicated that you guys had spent the money that was supposed to be spent on the roofing job and asked to be set up on a payment plan.  Do keep in mind, your file was escalated to our collections manager, Jose, very early on in the process as you had requested a manager. We approved the payment plan in an effort to accommodate your needs as a homeowner, which is something that is not typically done, and set out guidelines in which we needed to be paid in full. At this point, we received a first payment of from you guys of $3096.41 and expect to receive the remaining balance per the terms of the plan.  I reached out to you today as well in an effort to go through your change order in detail regarding the work that was never completed as well as any remaining questions. Please feel free to contact me back at my office at 281-344-9083. Travis [redacted],GM, Holden Roofing, INC.

Ms. [redacted],   I have reached back out to you by phone on four occasions since my original response to address the issues in your response but was unable to get in touch with you. The roof selected, by you, when contracted over 10 years ago was an [redacted] Classic shingle.  At the time of contract signing, you were given options to choose upgraded shingles that included algae protection built into the shingle however, you chose the lower grade shingle that did not include this protection.  Algae growth on shingles is very common and is in fact very easy to see on a number of roofs in your neighborhood. The roof installed was warranted for 20 years to be free of manufacturer's defect and carried an 8 year labor warranty provided by Holden Roofing.  The manufacturer's warranty does not carry protection against airborne algae growth which is responsible for the discoloration on your roof.  The job completed on the home was in fact a re-roof and the roofing components were changed per the contracted agreement. The wind warranty on these shingles warrant the shingles for up to 60 mph winds, a wind speed that was surpassed on at least 2 occasions at your location. And lastly, we were contracted to replace rotten decking as needed when the new roof was installed. We were not contracted to completed a complete re-deck of your home.  I addressed the rafter issue in my previous response but to reiterate, changes in rafter placement are very common as homes age.  These changes in rafter placement and rafter movement oftentimes cause deflections on the roof deck.  This is a very common occurrence, especially in older homes and have nothing to do with the roofing system installed.     When the contractors you hired replaced your facia recently, it appears the drip edge was pulled out and loose in a number of places and these areas are going to present issue for you if not addressed. I would highly recommend having these guys back out to re secure the drip edge as much of it was loosed up while this work was being completed. Please feel free to reach out me at our office at [redacted] should you have any additional questions or concerns.Travis J[redacted]General ManagerHolden Roofing, INC.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  They are not telling the truth, however. He called exactly once,and the tone of the call was not concillatory. I am still getting roofers wanting to evaluate the roof for free - why would I agree to pay for an ievaluation? I wish there was a category "Resolved, but with reservations".Thank you for your help.[redacted]

Ms [redacted],   I have reviewed your complaint in detail with Jeremy and in fact, personally made attempts to reach you by phone before you had filed a complaint in an effort to resolve this issue amicably. I believe the facts in the complaint have been are slightly askew and I would like...

to clarify a few things before moving on to resolution. 1. You actually signed this agreement after meeting with Jeremy and after the completion of Jeremy's inspection that determined that you had hail damage.  Had this been a "release" to climb on your roof as you stated, it would have been signed before any inspection was performed. The agreement was and has never been represented to you as a "release" to climb on your roof, and in fact, in the text of the agreement which I have included for your review, It is underlined that "we will do it for the replacement cost value, determined by your insurance company" (it referring to the before mentioned roof).  It is wholeheartedly our contention that you were explained the purpose of this very simple agreement in detail before you signed it, as has been the case with many other customers whom we have worked with in receiving a new roof. 2. The cancellation fee on the contract is actually $750, not the $250 as stated in the complaint. 3. Your insurance company, Liberty Mutual, actually set the appointment for the inspection and we happily met them out there.  They also paid fair market value for the roof which we were very happy to work with.  You had asked our salesperson with help in paying your deductible, which was quite high, and our salesperson was unable to do so.  Please keep in mind, your deductible amount was a figure that you set up with your insurance company when signing into effect your coverage and was not set by Holden Roofing.Moving forward, in an attempt to express good will as an organization, we will waive the $750 fee that was agreed to per our contract.  Please keep in mind, this was never billed to you from our office and I had in fact made numerous attempts to contact you to resolve this issue amicably prior to any complaint being filed.  I wish you the best, please feel free to contact me at our office at [redacted] should you need anything further.Best Wishes,Travis [redacted]General Manager, Holden Roofing, INC.

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,
Joseph made one appt with me and went on his own to see the roof. There were never 3 appts. The rafter problem has been fixed by another roofer. The agreement I had with Raymond from Holden was I would hire someone to fix the rafters and Holden would come back and pull out the extra bunch of shingles they stuffed beneath the overlay and redo this section of roof.  Three rows to be exact.  This did not happen.  Ryan texted me and said work was done but all he did was pull out some shingles and said it was fixed.  I still have a bulge and dent in my roof.  I have not spoken to Joseph or Raymond since. Another appt is set for next week to fix the  part of my roof that was rigged with a bunch of shingles.  The rafter section has already been looked at by Holden and is not the issue anymore since it has been fixed. The issue is to fix the outside correctly as was the agreement and what is part of my warranty.  This issue did not need to escalate and too many fabrications of reality are being promoted by Holden roofing.

Ms. [redacted],I appreciate you taking the time to visit with me in regards to your roof earlier this week.  I inspected the property and made an attempt to contact you but was unable to reach you and left a voicemail.  Before I address your issues, I do want to make sure that you do understand...

that the roof installed was an [redacted] classic shingle bearing a 20 year manufacturers limited warranty with a 60 mph wind warranty and a 8-year labor warranty given to you by Holden Roofing.  This roofing system was originally installed over 10 years ago and we do not show any record of you contacting our company during the warranty period.  Therefore, you contacted us for repairs outside of your labor warranty period but we wanted to make a good faith effort to address any of your issues mentioned. As to the claim that the shingles being discolored, the discoloration on the shingles is due to an airborne algae and are very common for shingles installed in the [redacted] area. This algae typically grows on roofing systems installed in humid areas around the country.   The bowing you had mentioned on your roof was actually related to movement over time in the rafters supporting the roof structure.  When the home is built, these rafters have a certain moisture content and through time, changes in this content causing movement in the rafter placement, thus causing deflection in the roofing surface. This is accentuated by the fact that the home was decked with 3/8 inch decking when the home was originally built rather than the 1/2 inch decking that is more common in construction today.  It also appeared that another contractor came in and replaced fascia and soffit material around the home and in doing so, bent up, lifted, pulled nails out of, and damaged drip edge around the perimeter of the home.  I noticed a number of pieces of cut facia debris around the yard to indicate that this was new as well as the overall condition of the fascia.  I did notice a few wind lifted shingles on the roof, most likely during Hurricane Ike or during the tornado that moved through the area just north of your home a few years back.  Although the winds of these events exceeded the 60 mph wind warranty on your shingles, I went ahead and addressed a couple wind lifted shingles that I found free of charge while I was on the property. Please feel free to contact me at my office at [redacted] should you have any further issues.Thanks,Travis J[redacted]General Manager, Holden Roofing, INC.

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.  
Thank you to Travis for finally coming out.   I have been in contact with Holden roofing for over a month requesting that someone address my concerns.  Some times I get a return call, usually not.  Per our earlier conversation you were aware I would not be available on Friday ,thank you for trying anyway.  I attempted to return your phone call on Friday, however you had already left the office .   It will take me some time to address Mr. J[redacted]s' explaination of the situation.  Luckily,  [redacted] took photos before they began repairing the siding.  I will get with them  and forward you the photos.  The flashing , roof, nails missing are all the issues that were here BEFORE the siding repairmen came out.   And all things that I addressed in my several complaints to Holden roofing from Jan. 2005 through July 2005 with no resolution.  I have photos, drawings, notes from Holdens repairmen and a copy of a letter to the head of the company that I sent years ago. Why would I have been sold shingles that are not conducive to the climate in which the home is located?  Why is my roof (one of the newest on my street) the only one with this algae growth?  Why was I not told that the roof would last less then 10 years?  If this is typical, is this told to customers? The job I paid for was a reroof.  Not the patch job that it looks like was done. Why would your workers put new shingles on bad decking?  How can you explain shifting in the rafters 20 year after the home was built.The reason for the contact outside of the warranty is I attempted for months at the time to get resolution to no avail.  I was ignored, put off, and then Holden stopped answering my phone calls.  ( I will also try to get copies of phone records to prove the attempt was made by me for months!)   I would never have known the extent of the damage that has been done to my home had the siding not been removed.  The majority of the water damage from the poor roof job has occurred behind the siding, to the soffit.  And you can tell this has been going on for years.    Thank you again , Mr. J[redacted] for taking the time to look at my roof.  I will get copies and photos and send them along.  
Regards,[redacted]