P.J. Fitzpatrick, Inc.

We had Kevin D. from PJ Fitzpatrick install a Garden Kitchen Window on 6/2/16. He was very courteous,neat and fast.

Review: I was referred to PJ Fitzpatrick by my step father who. I hired them to re-trim and re-roof my house and ran into many issues along the way. The first issue I ran into was delay of service due to weather in Delaware however, the weather in PA at my residence was much different, it was sunny and beautiful. When they called the day of service they advised they were not going to come due to the bad weather I advised to them that the weather was fine where I was and needless to say the install did not happen until the next day (this day the weather was not good and was rainy). I took two days off to make sure I could be home for the install, which they told me I did not have to, but when the foreman ([redacted]) for the roof showed up, he had no clue as to what was supposed to be done. I advised him that the entire roof and all of the trim (with the exception of one side of my home) was to be completed and walked him around the property. Once we finished talking he told his guys what to do and disappeared off of the job site. The install of the roof took 1 day. I was not able to stay on the last day of install due to work priorities that came up and hen I got back to look at the work I realized that none of the trim had been addressed. I called the foreman ([redacted]) that night and asked why he did not do the trim and he advised me, for the first time, that the trim and roof were two separate installs. This confused me since the gentleman ([redacted]) that came out and signed me up for the services and gave me my contract had not mentioned that it needed to be done at to separate times. I then called the company the next days and asked what was going on and advised I was not happy and would like to be compensated now that I would have to stay home additional days to monitor the trim install and we also at this time scheduled the trim install. They then pushed me off to man name [redacted] to see if he would look into the issue and have some sort of resolve. I spoke to John and he offered me a credit of $200.00 and I explained to him that that was an insult and he said to give him 24 to 48 hours to come back with an additional answer however I never heard back from him and my emails to him were never returned (I have the emails saved). With No response from him I contacted the man ([redacted]) that signed me up for the contract and advised that I was very upset and was not getting calls back or email back on some sort of compensation from [redacted]. We talked about compensation and I advise that a compensation of $2,000.00 (the entire job is approx. $20+K) would be acceptable for my loss of work time and grief in dealing with these issues. He advised that he did not think that would be a problem but he would have to talk to his boss ([redacted]r) and he would call me. So at this point I have met 3 foreman for this job and have talked to 2 managers. When [redacted]r called we discussed everything and he said he would have to look into things on his end. I discussed the $200.00 credit offered and advised it was an insult that I am a single woman and only have one source of income and due to staying at home to babysit their workers I missed working and making money. I said I would be willing to take a credit of $2,000.00 and he said that would probably not happen and I said I hope he could make it work and that I did not want to have to goto court. He said he would call me back the next day and he did. The credit he offered was $700.00 which I advised I was not happy with how ever at this point I was backed into a corner and could not do anything. To this day there is no credit on my account and no follow up email or call to advise on this credit.

The second issue I ran into on this job was with the trim. The company at this point sent out there 4th foreman ([redacted]), who was actually the only nice one to work with. He advised the subcontractors what the scope of work was and then he left the job site. When [redacted] came back out to inspect the trim he noticed that it was all done very poorly by the subcontractors and he told me they were going to come out and re-do all of the trim, at no cost to me(a different set of trim contractors that the first ones). I also advised him that when the roofers came and cut the roof vents in they left my attic a total mess. He said he would get it taken care of (this meant another work day at home for them to be able to access the interior of my home). After the second install [redacted] came back out to inspect and all was good finally, with the trim that is. All and all I have never worked with such an unprofessional company who has to many hands in the pot to know what needs to be completed on the job. On one last note, my friend that owns a roofing company told me that they over charged me for material, use very poor materials and labor was way expensive for the size of my home..Desired Settlement: I would like to be compensated the $2,000.00 or more if possible, which in the grand scheme of things is minor for everything I went through along with the poor materials.

Business

Response:

While we can't speak to the type of materials and price of this other contractor [redacted] is referring to, we can speak to our side of the issue. It is our belief that the main problems that occurred have been matters of communication, primarily the misunderstanding that the roof and trim would be a separate jobs. That said, we have made offers that we believed to be adequate regarding the inconvenience.

My operating system's notes indicate that a change order/credit was made to [redacted]'s account on 6/30/14 to the amount of $750. I will have my accounting department double check that figure, and make sure that it was received by [redacted]. If it was not received (or if it was in regards to another part of the project) I will take the necessary actions needed to ensure she receives the amount she is due.

In addition, since we would like to reach some sort of middle ground regarding the matter, I will extend anther $250 to [redacted]. This will make the full credited amount $1000, which will hopefully be enough to bring this matter to an amicable close for both sides.

If this is agreeable I will ensure this matter is taken care of within a period of 5 business days. If the account involves credit in any fashion then it may not be reflected fully until [redacted]'s next statement.

If [redacted] has any concerns or questions she'd like to address with me directly she can reach me via e-mail at [redacted]

Sincerely,

Review: ROOF INSTALLED JANUARY OF 2008. ROOF CLEANING VIA CERTAINTEED WARRANTY IN 2010. NOW MAIN SOUTH POINTING ROOF HAS DISCOLORATION THAT IS EXPANDING. COMPLAINT TO PJ FITZPATRICK ON 9-26-13. PJ TECH STATED THAT HE WOULD BE BACK IN 2 WEEKS TO PULL SHINGLES TO BE SENT TO MANUFACTURER. COMPLAINED OF NO RESPONSE ON APPROX. 10-17. ON APPROX. 10-18-13 PJ TECH REMOVED 2 DISCOLORED SHINGLES AND WOULD GET BACK TO ME IN APPROX. 2 WEEKS. 11-25-13. NO RESPONSE. COMPLAINED AGAIN ON 11-25-13. TALK WITH A JOHN LANG OF CUSTOMER SERVICE AT APPROX. 8 PM ON 11-25. HE STATED HE WOULD CALL ME BACK ON 11-26-13 AT NOON AFTER TALKING WITH CERTAINTEED. NO ONE CALLED.....Desired Settlement: I NEVER HAD A PROBLEM WITH A QUITE EXPENSIVE INVESTMENT. THE EXPANDING PROBLEM WITH THE ROOF LOOKS BAD FROM THE ROAD. IF I DECIDED TO SELL THE HOUSE DUE TO GETTING OLDER ( TWO STORY HOUSE), I SHOULD NOT HAVE TO PUT A NEW ROOF ON. I DO NOT KNOW HOW LONG THESE 30 YEARS SHINGLES WILL LAST. GETTING TIRED OF GETTING THE RUN AROUND. I AM LOOKING FOR A SOLUTION TO THE PROBLEM DUE TO THE ROOF GETTING OLDER. CORRECT OR REPLACE. I SELECTED PJ FITZPATRICK, I THOUGHT THEY STOOD BY THEIR MATERIALS AND WORKMANSHIP. ...............I QUESS I AM LOOKING FOR REPAIR OR REPLACEMENT. I AM NO ROOFER, BUT THRE IS SOMETHING THE MATTER WITH THIS ROOF. I AM 55 YEARS OLD AND HAVE NEVER SEEN THIS BEFORE...????

Business

Response:

I would like to apologize to [redacted]regarding the situation. Ideally we would not have to encounter this kind of issue regarding his roof, however Certainteed has recognized that their product in this instance is faulty and have agreed to have the area of the roof replaced.

We did leave a voice mail on November 26th, and followed that up with the following e-mail:

From: [redacted]

Sent: Tuesday, November 26, 2013 2:51 PM

To: [redacted]

Subject: PJ FITZPATRICK WARRANTY CONCERNS

Good Afternoon:

Just circling back to our conversation from yesterday. I did

receive word from Certain-teed that your claim is pending and approved, and I

am waiting on a field representative from Certain-Teed to contact me to discuss

measuring the affected area on the front plane of the home. In a perfect world, we should be out the 2-3

week of December to measure and we will then order the materials and then

schedule the install. My best guess is

the install will take place on or about the 2nd week of January

based on my schedule as of Today. I will

reach out way before the projected install date to confirm a date.

I do believe this addresses your concerns and I will be on

touch to advise when we plan to be out to complete the measurements.

I reviewed the concerns of [redacted] with my staff, and pulled e-mail and call logs. These are the notes from my operating system between the time when we came out for the sample and when we spoke to [redacted] this week. The J_L at the end of the time stamp is short for [redacted]

CUSTOMER NOTES

sent email to cteed rep for an update. emailed custromer and left vm - 11/25/2013 01:39:55 PMJ_L

CUSTOMER NOTES

PULLED SAMPLE SHINGLES AND HAVE

FORWARDED PICTURES TO MFG REP AND HE WILL SWING BY AND COLLECT AND THEN

HE WILL HANDLE THE CLAIM FROM THIS POINT ON. 2-3 WEEKS WILL BE THE

DELTA FOR A RESPONSE FROM CERTAIN TEED. - 10/21/2013 09:40:33 AMJ_L

CUSTOMER NOTES

left message on cell phone as well - 10/17/2013 10:50:40 AMJ_L

CUSTOMER NOTES

lm on home phone asked for a call back

on my cell # - 10/17/2013 10:48:38 AMJ_L

As you can see, we have every intention of doing exactly as [redacted] has requested, it is just unfortunate that the matter has had to drag out for as long as it has, and for that I do apologize to the [redacted] family. I will personally be reaching out to [redacted] to ensure that he is aware that we are addressing his concerns. In the event he needs to reach me I will provide my phone number and e-mail address below.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is acceptable with reservation. On the main south facing roof all the shingles need to be replaced. Just replacing the affected shingles will make the roof look worse than it already does. The above mentioned section of the roof is the first you see when walking up the driveway. I will lose the curb appeal of the property. If the underlayment or gutters are damaged will it be replaced? And if I decide to move when I retire, any potential buyer will want the section replaced which will fall on the [redacted] for nothing we did wrong. This is something I see everyday when walking up the driveway. As you can see an accept or decline offer by the click of a mouse can't be accomplished for this matter.

Consumer

Response:

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.

Consumer

Most Recent Message

Review: We had two storm doors installed in August 2014 and have not been satisfied with the products. My wife called several [redacted]es and complained to [redacted] who was the home improvement consultant. [redacted] came to the house to examine the doors. He agreed with my wife that the product did not serve us as we expected. However, when we called the toll free number and asked to have the doors removed and our money returned, we were told that they "couldn't do that." However, the agreement says on page 1, "100% satisfaction guarantee and and money back guarantee." We continue to be dissatisfied with the product.Desired Settlement: We would like the doors removed and our money refunded.

Business

Response:

To Whom It May Concern,We completed Mr. and Mrs. [redacted]’s door project on August 8, 2014. While we did have a Warranty appointment to adjust the pump cylinders on both storm doors on March 16th of 2015, we did not hear that they were truly unhappy with the doors until April 6th.As part of our install process we have a post installation checklist, where we have our customers walk through the project with our installers and sign off on the project. We do this to ensure that the customer is happy with the project, and that we are complying with our satisfaction guarantee. This was completed for the [redacted]'s back in August with the project.If any issues have cropped up regarding the functionality of the doors since then we are more than happy to honor our company's warranty, come out to the home, and address the issues through one of our technicians. We would ask that Mr. and Mrs. [redacted] elaborate to the Revdex.com on what aspects of the storm doors they are unhappy with, and then give us the opportunity to address their concerns through our Warranty department.Sincerely,[redacted]

Consumer

Response:

Our response to the Fitzpatrick notes is as follows: On the outside of the storm doors there is a "trough" or a channel, that collects dirt, leaves, debris, odds and ends which blow across the doors including dead bugs, etc. Then on the inside, the door closer at its attachment end near its contact with the wall to which it is attached has an unsightly spring! Our prior "[redacted] Doors" were far better constructed and functional than the "Fitzpatrick" replacement. We would not have known this until the prior doors were removed and the Fitzpatrick installed. We look forward to Fitzpatrick making an acceptable restitution. Thank You for your assistance in this matter. [redacted]

Review: I contracted with P.J. Fitzpatrick to replace the gutters and downspouts on my home in March. Once the job was started they realized there was damage to the wood, fascia and soffit and the contract would need to be updated. I fought with them to get the job down in a timely fashion due to predicted storms, etc. and after it was all done, I requested an itemized breakdown of the charges for both the original contract and the change order most for the fact that with the change order they were supposed to install a temporary gutter until the job could be completed in 2-3 weeks but they moved my job to the top of the list and the temporary gutter was not installed. To date they have sent me nothing but what they are calling itemized final invoices which show only the totals and any credits or deposits made. The most recent final itemized invoice was actually more than the final itemized invoice I received on 3/26. I have left several messages with [redacted] and also a [redacted] and have yet to receive a return phone call from anyone at P.J. Fitzpatrick. After my most recent message to Mr. Sullivan on 3/7, I received the most recent final itemized invoice. The whole job was a total nightmare from the beginning as nothing was getting down unless I called to complain.Desired Settlement: I would like an actual itemized breakdown of the charges on both the original contract and the change order as well as credit for the temporary gutter that was not installed. I also feel that someone from the company should return my calls and speak with me about my whole experience and complaints regarding this job.

Business

Response:

To Whom It May Concern,I contacted Ms. [redacted] regarding her complaint, and personally apologized for the mis-communications that occurred throughout the project. The issues she encountered are not the way we like to do business, and I personally ensured that the detailed invoice she asked for was dispatched to her, in addition to another $500 credit to compensate for her time and some of the other issues she encountered. I gave her my information in the event she needs to contact me again. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I used PJ Fitzpatrick for gutter cleaning this past weekend. Dan showed up at the time they said he would be there, gave us a good estimate and said he could complete the work that day. He was very professional and friendly. He also spoke to us about gutter covers which we are definitely considering. I was very pleased with the overall experience and have already recommended them to someone else.

Review: I called this company numerous time about minor roof repairs. I was told by [redacted] that they could not come out to my home because I have and flat roof. I advised [redacted] that I had confirmed with Concast assistance that I have an A fram (triangle shape)roof and not a flat roof. I asked her how she was able to tell what type of roof I have she said through google. I advised her that I am looking at google through the images and it clearly displays that my home does not have a flat roof and that many homes in West Philadelphia are diffenent. She transfered me to a voicemail of whom she identified as a mgr named [redacted]. I advised that I do not have a flat roof and that I feel discriminated against.Desired Settlement: I would like a written explanation as to why they are refusing service to my community, also removal of any advertising in my community if they are refusing to service West Philadelphia. If any legal representation can be rendered I would like referrals to whom I may notify this for of discrimination to.

Business

Response:

Ms. [redacted] and I spoke today and explained that we could have done a better job explaining the types of roofs we service. She has a tar roof and while the roof is technically not flat, we do not have technicians that specialize in working on tar roofs. We would have no problem servicing her home, we just can't help her with the type of roof she has. I appreciate Ms. [redacted] brining this to our attention and I will pass this information on to our customer service area to insure we do a better job of explaining what type of roofs we can, and cannot work on. Please let me know if any additional action is needed. [redacted]President

Review: I had my roof replaced January of this year. the personal did a great job but when the flashing was replaced the fiber cement siding was broken. I had extra siding , so the workers replaced it foe me. When I was outside latter in june to do some work I noticed that the siding wsa cracked. I when up on the roof to look at it and found that all of the replacement siding was cracked or broken. When I signed the contract the statement on the contrct said that if there is anything wrong we will fix it. So I called pj Fitzpatrick and found out that a [redacted] was the warranty guy. Pj Fitzpatrick sent another person to take a look at the issue and took pictures and gave them to [redacted].I e- mailed [redacted] and finally received a claim number which is [redacted] I e mailed [redacted] and told him that I be willing to do the work myself. [redacted] land wrote back that he would send me a check in the amount of $ 300.00. which I have not received to this date. And that was three weeks ago that he had e-mailed me about the issue.Desired Settlement: I would like to have the check of $300.00 Dollars so I can purchase the material and complete the repairs.

Business

Response:

To Whom It May Concern, Regarding Account Number: [redacted] a refund check of $250 was cut for him on 7/31, and our records show it was deposited and cleared our bank. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My issue is a roof leak that has been going on for over three months now. this leak has stopped my renovation of a living space and has put my family under stress in not having this resolved. when I noticed the leak I called the pj fitzpatrick warranty line on 10/11/13. they said they will send a repair specialist out to check the problem out and repair. It took two weeks(this is a little disturbing considering water is entering a living space and causing damage) on 10/24/13 Jeff comes out to see where the leak is coming from. he spent a total of 15 minutes looking and said"i need to get special caulk to repair the leak, I'll be back in a day or two". as of 11/15/13 no one showed up so I emailed J[redacted] of the warranty dept to see what was the problem. he promptly responded and said Jeff will be out on 11/20/13 to make the repairs with the "special caulk". 11/20/13 jeff comes and makes the repairs. I asked if everything is good as I needed to finish the room renovations for the holidays. Jeff said "it should be ok but wait to see for sure". I felt uncomfortable with his doubt of a successful repair and the quality of the caulk job is elementary at best. Well the roof continued to leak as the attempt to repair was unsuccessful. I contacted by email J[redacted] again as he did not return my phone calls on 12/6/13. He said that he is sending out his senior warranty tech out along with Jeff. on 12/7/2013 Jeff and the senior warranty tech(I don't know his name) came to my house and proceeded to look for the leak. After about 20 minutes of looking they talked to my wife and said they found the problem. They said that the leak is coming from a stucco crack about 24" above the roof/flashing line and that they "cleared themselves " of the problem. I thought about it allay at work and when I came home that afternoon I went to the roof to see the problem for myself. At that time I decided to find the leak myself. after 20 minutes of using the same water method the senior tech was using, I located the leak originating at a flashing lug 24" BELOW the stucco crack. I emailed J[redacted] that evening 12/7/13. I did not get a response until12/10/13 when john agreed to send out his senior roofing QA manager as soon as weather permits. It was snowing that week and I understand you can't go on a pitched roof with snow and ice on it. John emailed me again on 12/17/13 saying kenny will reach out to me and schedule to come out in the next few days. This was the last I heard from John. since 12/17/13 until now we have had several nice stretches of good weather to go upon the roof. Finally I went up on the roof myself, and made the repairs to the flashing lugs in order to stop the leak and damage. Since my repair there has been zero water leakage into the affected area. I have pictures showing the areas affected. I am very upset about how long this process is taking, it postponed my room renovation and I had to do without the room for the holidays, and I lost faith in the workmanship and warranty policy and practices of pj fitzpatrickDesired Settlement: What I am looking for is to have this resolved and my faith restored in the job preformed by Pj fitzpatrick. This can be done by one of two ways. 1) send a COMPETENT crew out to recaulk all of my windows and flashings that were installed by pj fitzpatrick with a paintable 30year silicone caulk, or refund the amount I paid for the capping, gutters and flashing so I can get another company here to do the job correctly

Business

Response:

One of our project managers, [redacted], has reached out to [redacted] in an effort to work towards an amicable resolution to his issues. We felt getting a fresh pair of eyes on the project would be best in this instance, and we will continue to work on bringing this to a satisfactory conclusion for [redacted]. If sending a "crew out to recaulk all of the windows and flashings that were installed by pj fitzpatrick with a paint-able 30year silicone caulk" will solve the problem then we will do that, however, we need to review the situation and go from there.

Ultimately we want [redacted] satisfied with the project, and will continue to work towards that solution.

Review: On March 9th a representative from R J Fitzpatrick came to my house to give us an estimate for 10 windows. His name is [redacted]. He gave us an estimate of $16,000 for the 10 windows. As I good will gesture I gave him a deposit of $500.00. Two days later my wife and myself decided that it was to much for our budget. I called and cancelled the order, first I spoke to a woman named Wanda and on my second call I spoke to woman named [redacted] I made several phone calls and wrote several e-mails to Mr. [redacted] and P J Fitzpatrick. On March 16th I received an e-mail from Mr. [redacted] stating that he notified corporate headquarters about returning my deposit. It has been 2 weeks and I have yet to get back my check he also stated that he would follow up to make sure that my check was returned we are still waitingDesired Settlement: I just want my check returned and if they try to tell me that there was a misunderstanding they are full of it

Business

Response:

To Whom It May Concern,Job was sold 3/10/15, and on 3/11/15 Mr. [redacted] contacted us saying that there were second thoughts and he wanted to cancel the contract. As normal regarding anyone that cancels we attempted to meet with them and see if we can still find common ground and move forward with the project. Mr. [redacted] was not interested in moving forward, as he notes. That said, the check was deposited on 3/12/15 by my accounting department. On 3/19/15 when the check was processed the bank discovered a stop payment, which we were informed of on 3/20/15. On 3/20/15 our accounting department was also informed by [redacted]'s sales manager Andy Miller that the deal was completely cancelled, and to return the deposit. Sometimes it will take time for information to be passed from our salesmen to their managers, and then onto the appropriate department. Since there was a stop payment on the check we thought it would be unnecessary to take further action with this account. If Mr. [redacted] was told the check would be returned by [redacted] I do apologize, however, we do not have the check to return. The customer should find that no money was taken from the account on their bank statement because of the action they took to stop the check. If there was a transfer of funds that occurred then I would like proof to be sent to me to so I can have it resolved, however, as far as we are aware no transfer did occur. This likely could have been made more clear to Mr. [redacted] by my staff, and for that I again apologize. If he has any questions I can be reached through the main office line.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I have phoned [redacted] over repairing a broken handle on a front door. Several phone calls have been made since July to get the handle repaired, only to be told parts are not in and to call back in a couple off weeks. I'm still waiting for the parts to arrive.Desired Settlement: Want my door fixed

Business

Response:

Our Warranty department has reached out, and any issues that they have not resolved should be in the process of being resolved to the customer's satisfaction. Please let me know if there is anything else we need to do.