Premier Roofing and Contracting

We are taking care of the decking part that was caused by the builder, The warranties will be provided upon final payment and they will get an itemized receipt once that happens MAKE IT HAPPEN: "Greatness is not in where we stand, but in what direction we are moving We must sail sometimes with the wind & sometimes against it-- but sail we must, and not drift, nor lie @ anchor." Oliver Wendell Holmes [redacted] Owner/President Premier Roofing and Contracting [redacted] *** ***

Complaint: [redacted] I am rejecting this response because although we appreciate the kind tone of your message dated March 7, 2017, it is very vague and does not specifically address important issues that we have discussed.Per our meeting this past Thursday, March 9, [redacted] agreed to repair the broken board/soft spot on our roof that was not addressed and repaired during Premier Roofing’s reroofing work on our home on December 19, The damage was covered up without even notifying us of the problemMr [redacted] said [redacted] would be sent to do the repairsPremier’s Mr [redacted] and Mr [redacted] have previously said they would make certain repairs but those repairs were not ***eTherefore, we require a written and signed work plan regarding the broken board/soft spot repairs and a time frame in which the work will be ***eEven though Mr [redacted] says nobody needs to be at home when Premier does their work, it is important for us to be present during work/repairs ***e by Premier RoofingWe want to witness that work is actually being ***e and we are interested in the process.For instance, Mr [redacted] sent an email informing us he would arrive to do work between 1:30pm-1:45pm, but the message was not received in our email account until 1:49pm on that same dayIt did not give me sufficient time to even try to change my scheduleThe after effects of my husband’s routine eye exam eye drops were wearing off but still affected his vision to some degreeI could have changed my schedule to be there to assist Mr [redacted] get into the backyard if I had had real advance noticeOur house is very meaningful to us so we definitely have ***e our best and will continue to facilitate the process of getting our roof repaired correctly.Thank you[redacted] Regards, Michiko [redacted]

I just got off the phone with Mr. [redacted] and let him know that I will be making sure these things get taken care of immediately. I let him know that he could've just called the office and spoken with me as well, because we never received a call or message from them at the office letting me know that... these things were lagging.

Per your request, the following is a synopsis of the events to date regarding the subjectproperty:I met with the homeowners for the first time on September 28, to complete a workorder.They were referred to me by *** *** (*** *** ***).I explained the process and demonstrated the
materials we use on all our roofreplacements.I also explained we would do the interior painting once the amount was approved by theinsurance company should our estimate be greater than that of the insurance.Further, I explained that the interior work would be ***e at a time after the roof wasreplacedI scheduled BARN contracting to give us an estimateSubsequent to that, ***also provided an estimate (*** estimate was within insurance parameters).The roof was installed on December 19, I received a phone call after a heavy rainstating there was a leakI asked *** to take care of it, which he didAt another date, theycalled a second time and, again, *** went out to investigate.I have visited with the homeowners on several occasions to reiterate our commitment to aquality jobThey do not seem to grasp the concept of the time it takes to do a the project ofthis scale.In our initial meeting, they stated they had a bad experience with a general contractor inthe pastIt is my opinion this has prejudiced them against all contractors.Mrs*** was visibly upset telling me how the Rhino-Roof material was fluttering in thewind during installationI explained there was no detrimental effect and that the cap nailswill be and are installed in the proper spaces provided on the Rhino Roof Material.They asked a neighbor, *** ***, (referred by *** ***) why there were nailssticking into the attic*** was kind enough to explain it is a fundamental part of theprocessMrand Mrs*** are very happy with our work as are all the other neighbors.They went over the line by approaching a neighbor (*** ***) to inquire if he was satisfiedwith the repair I performed on his roofThey (***'s) told *** how unhappy they areand made it sound bad enough that *** felt compelled to inform me of their conversation.*** also was under the impression that this must be an unusual situation and that ***must be one of those you just can't please no matter what.Concerning the comments on the licensed home inspector finding defects and problems withthe workWe met with the inspector on the roof immediately to discuss and go over anyand all of his findings.1st he informed us that the items he touched on with the homeowner were small easilyaddressable issues and the biggest issue not being caused by Premier was the chimney thathad been painted previously by a painter they hired who did not properly seal the wood allaround the chimneyThe painter even came back afterwards to touch up and dropped paintall over the new shingles we just installed.2nd the flashing referred to not being around the chimney is falseWe make sure all flashingaround the chimney is in good condition and install a secondary leak barrier calledWeatherLock that helps strengthen and protect from any water intrusionThis is installedunder the flashing that they already have around the chimney for extra protection.3rd we also install WeatherLock in the valleys for added protectionThe small area on theedge of the kitchen ceiling in reference is due to one of the ridge cap shingles not sealingwith the bottom shingle and let a small amount of water inThis too was addressedimmediately.4th there is NO soft spot on the roof as inspected with us and the inspector.5th we went over of the field shingles that looked like they had been rubbed in the deliveryand the inspector stated it was not a big deal and we agreed those would be replaced andhave been.6th we explained to the homeowner that we still needed our supplier to get an order of moreof the proper sized exhaust caps in so that we could replace as well as the vent coverOncethey came in, we replacedAlso, explaining to the homeowner as we do with ALL of ourhomeowners that THIS HAIL SEASON HAS BEEN EXTREME IN SAN ANTONIO ANDSOMETIMES THE SUPPLIERS ARE NOT ABLE TO FULLY KEEP UP WITH THE DEMAND ANDHAVE TRUCKS THAT COME IN A LITTLE BIT LATERWE INFORM ALL HOMEOWNERS OFTHIS SO THAT IF THERE IS ANY SMALL TOUCH UPS TO BE COMPLETED THAT WE WILL GETTHEM ***E ONCE THE ITEMS ARRIVE.7TH the workmanship ***e on the homeowner’s house is backed with warranties andcertified installers that know how to install the proper system that we are required to installfor warranty purposes by manufacturer standards.8th when the home inspector and Premier went back into the house to let them know thatthese items were being taken care of properly and things were not as big as they werebeing made out to be, the homeowner jumped on the inspector saying now he was backpeddling on what he said before and that now he’s taking Premier’s side! He explained thatwas NOT the case at all and that Premier is addressing any concerns and that is all thatneeded to be ***e.9th the homeowner is trying to say we didn’t not or do not purchase new materialsPremierpurchases new materials on every job and we DO NOT store at our officeOur supplier ABCis constantly purchasing new materials from the manufacturers in Dallas due to the amountgoing out on a consistent basisThis was also explained to the homeowner during our sitdown with Mrand Mrs*** as well as David and myself.We are one of ABC’s top customers due to the fact that we pay all of our bills ontime and making sure that we always order the roofing system that goes together.We do not piece different manufacturers together on our roofing systemsOur ABCrep is available and would be happy to comment on all of this.Also, the homeowner’s are stating that they have not been supplied withwarrantiesThey will only be provided with warranties once they have finishedpaying for the contracted jobSame that has been ***e for 9-of there otherneighbors who all had nothing but good things to say about our companyAnd,some that have referral multiples of other neighbors.In conclusion, I do take exception to the homeowners inferring that David misrepresentedanythingHe neither told them anything nor treated them differently than countless othersatisfied customers surrounding them that are very happy and will be writing up A-Reviewson our companyWe would also appreciate it if this homeowner would refrain fromslandering our company to neighbors who we have helped and are satisfied customers.We are going to be sending a multitude of pictures over as well

Complaint: ***
I am rejecting this response because there are many inaccuracies in the other party's response letter and they have not resolved the serious and significant repair issues
Regards,
*** ***

This has been handled with the homeowner and they are very satisfied. This is from my sales rep that was taking care of them: I called The [redacted]'s on June 26. Talked to Mrs. [redacted]. She is happy with outcome. Just need to send the final in. She is aware of this.

Complaint: [redacted]
I am rejecting this response because although we appreciate the kind tone of your message dated March 7, 2017, it is very vague and does not specifically address important issues that we have discussed.Per our meeting this past Thursday, March 9, [redacted] agreed to repair the broken board/soft spot on our roof that was not addressed and repaired during Premier Roofing’s reroofing work on our home on December 19, 2016. The damage was covered up without even notifying us of the problem. Mr [redacted] said [redacted] would be sent to do the repairs. Premier’s Mr. [redacted] and Mr. [redacted] have previously said they would make certain repairs but those repairs were not [redacted]e. Therefore, we require a written and signed work plan regarding the broken board/soft spot repairs and a time frame in which the work will be [redacted]e. Even though Mr. [redacted] says nobody needs to be at home when Premier does their work, it is important for us to be present during work/repairs [redacted]e by Premier Roofing. We want to witness that work is actually being [redacted]e and we are interested in the process.For instance, Mr. [redacted] sent an email informing us he would arrive to do work between 1:30pm-1:45pm, but the message was not received in our email account until 1:49pm on that same day. It did not give me sufficient time to even try to change my schedule. The after effects of my husband’s routine eye exam eye drops were wearing off but still affected his vision to some degree. I could have changed my schedule to be there to assist Mr. [redacted] get into the backyard if I had had real advance notice. Our house is very meaningful to us so we definitely have [redacted]e our best and will continue to facilitate the process of getting our roof repaired correctly.Thank you.[redacted]
Regards,
Michiko [redacted]

We are taking care of the decking part that was caused by the builder, The warranties will be provided upon final payment and they will get an itemized receipt once that happens.  MAKE IT HAPPEN: "Greatness is not in where we stand, but in what direction we are moving.  We must sail sometimes with the wind & sometimes against it-- but sail we must, and not drift, nor lie @ anchor." Oliver Wendell Holmes   [redacted] Owner/President Premier Roofing and Contracting [redacted]
[redacted]  [redacted]

I just got off the phone with Mr. [redacted] and let him know that I will be making sure these things get taken care of immediately. I let him know that he could've just called the office and spoken with me as well, because we never received a call or message from them at the office letting me know that...

these things were lagging.

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.
I accept this response that Premier Roofing will repair the broken board/decking but we do not agree with the statement "caused by the builder". The definitive cause is unknown. Our main concern and complaint is that the broken board/decking was not detected and repaired when Premier reroofed our house. Our understanding of the installation instructions for roof shingles and underlayment is that reroofing should not be applied over broken decking. We appreciate timely repair of the roof by April 8, 2017. As the quote Thaddaeus mentioned in his responses, "Make it happen" We hope he will do so, we want to move forward.
Regards,
[redacted]  [redacted]

Good afternoon,   [redacted] is going to work with you guys to remedy anything else you have concerns about and we will have those things taken care of if they were something caused by Premier. We want you guys to be satisfied and comfortable in the end and would like to resolve this with the Revdex.com as well. Please get with [redacted] on anything else we need to do.   Respectfully,     MAKE IT HAPPEN: "Greatness is not in where we stand, but in what direction we are moving.  We must sail sometimes with the wind & sometimes against it-- but sail we must, and not drift, nor lie @ anchor." Oliver Wendell Holmes     [redacted] Senior Project Manager Cell-[redacted]