Premier Roofing Company

Dear sirs or madams,We had not been notified of GAF's (the manufacturer) decision to not cover the warranty repair.  We too had been waiting a long time for this determination from GAF.  As GAF is taking a long time to respond to our inquiries, we will proceed with the repairs to the...

property within the next 30 days and take reimbursement up with GAF at that time.Also, we will correct our file to ensure [redacted] file is not sent to a collections agency. His account is in good standing at this time.  We wish that [redacted] had called us instead of filing a Revdex.com complaint.  It is not common for GAF to deny warranty repair requests - we were never notified by GAF that the request had been denied nor were we notified by [redacted].  If [redacted] needs to speak to someone at our office in Spanish- I am fluent and can answer any questions if he would like to continue the conversation in Spanish.[redacted], si usted necesita ayuda, mandame un mensaje por email ([email protected]) or por me numero celular [redacted].  Parece que hay una discrepancia con su garantia de GAF.  Vamos a arreglar todo y corregir la evaluacion de GAF.  Su cuenta esta en buen estado con Premier- y espero que no se preocupe senor.Gracias,[redacted]

Initial Business Response /* (1000, 7, 2015/10/07) */
Our records indicate that Premier Roofing reached a price agreeable with [redacted] of $9,091.77 for the roof replacement. The [redacted] have received this money minus their $1,000 deductible.
Our representative [redacted] made an error and...

provided the wrong color to be installed after the customer changed their mind after contracting with [redacted]. After construction, our General Manager [redacted] discussed the matter with [redacted] and both agreed to a $1,000 discount with the customer in exchange for the company NOT having to replace the roof a 2nd time. This brings the final invoice amount to $8,091.77 from $9,091.77. Premier is currently owed $4,667.98 of the $8,091.77 amount.
Premier has acted in good faith throughout this issue and has not sought payment for any work that was not performed or for any funds that were not provided to the [redacted] by their insurer. [redacted] indicated that they received an invoice that said no further payments were do. We would request a copy of that invoice as our "ACV Invoices" all indicate that the payment due is simply a partial payment.
Additionally- the contract signed by the [redacted] indicates that they wanted Charcoal (black)- not weathered wood (grey). They called our representative to change their color selection before the build, and our representative failed to notify the office. We have never taken the position that we performed the work on the contract and are unwilling to negotiate.
It appears now that the [redacted] not only want the $1000 discount that was agreeable to [redacted] at the time of the error, but they wish to keep the remaining $4,667.98 from their insurance claim which is simply unfair to Premier- and in our opinion an abuse of the Revdex.com's complaint policy.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
According to the contract I understand we owed the invoiced money. But the first invoice should have stated a balance due or a 2nd invoice would be forthcoming. Premier needs to express their payment system better to future customers. Again, we were never told of a second invoice would be coming. But I am a fair person and I understand the last invoice. This has been paid in full.

We are in contact and will resolve the dispute.

We are very sorry that we were unable to complete the customer's project in the required timeframe.  We have experienced a labor shortage of metal roofing techs which we expect to be alleviated this spring.  Our representative notified the customer of the delays- the customer's insurer...

told him that the time frame must be moved-up, at which point our representative suggested the customer hire another contractor.  Due to the largest hail storm in [redacted] history- labor is tight and we would rather the customer seek another contractor than hire inexperienced roofers to do the job.We hope he will accept our apology and a $100 visa gift card for the hassle.

We have been in contact with the customer and everything is moving towards final resolution and customer satisfaction.

Complaint: [redacted]
I am rejecting this response because:If I had an itemized bill, I would know what work was performed, but Premier has not provided a bill that verifies the work and materials in this total. I have an estimate from my insurance company that shows the work and costs that were approved, however, the insurance company would not know what work was actually completed. I have an estimate from Premier that estimates the costs before any work began. The Premier agent told me that they would not know exactly the work that needed to be done until they were actually doing the work. Premier sent me an estimate that shows the materials and work that was anticipated to be completed, however, I do not have an itemized bill that shows the materials and work involved in completing the job. I want a bill that shows the materials and work that shows the work actually completed and how the total amount of the bill was calculated. An itemized bill is similar to a sales receipt. The itemized bill would show the goods and services that were purchased. If there was an adjustment in the scope of work, that would simply be a line item on an itemized bill that shows a cost adjustment. “Property restoration per insurance proceeds and deductible” does not verify the work completed.Here is a copy of the bill. This bill does not verify the materials and costs for the job.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My claim is true and I will not retract my complaint. 
Sincerely,
[redacted]

Customer was notified that contract was canceled shortly after this complaint was received.

Our representative [redacted] notified us that he was at the job site within hours of our receipt of the complaint from the Revdex.com and that the customer was now satisfied.  If there are any further issues please advise.

[redacted],As you have opened a Revdex.com complaint against Premier, you must list your specific complaints and requested outcomes within this system so that we can address everything on an item-by-item basis.  If you have different roofing issues from those we have addressed in the past- please describe them.  If you have a complaint about our phone policies- please list when you called, who you spoke-to, and we will cross reference with our own records to ensure the culpable parties are held responsible.  As stated before- our records do not indicate 4 attempts to discuss the matter in question- just one attempt- which was received shortly before the Revdex.com complaint arrived- at which point Premier was required to address the matter within the Revdex.com's complaint system. Thank you.

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.
Sincerely,
[redacted]

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.
[redacted] reached out to me personally and resolved the issue in a fair way. I have no further complaint with Premier Roofing.
Sincerely,
[redacted]

After discussing the situation with the team- this is what Premier has determined:Apart from the customer's indication that she met with [redacted] (supervisor) and [redacted] (salesperson) 8/31/16- everything else in this complaint is inaccurate.We have several emails, texts and phone records...

indicating that [redacted] was in contact regularly with the customer up until Monday 9-26-16 at which point the customer called to cancel her contract 2 hours before a scheduled pre-job meeting with [redacted] to select colors.  [redacted] at no point told the customer that she would be charged for canceling with the company. [redacted] was surprised, he apologized and tried to determine a reason for the customer's cancellation- the customer's answer was "I don't think you deserve my business" or something to that effect.  At no point throughout the interactions with the customer did a Premier representative set foot on the property without notifying the customer- we have the records backing this up.Shortly after [redacted]'s phone call with the customer, a man who did not identify himself called [redacted]'s supervisor [redacted] also to cancel the contract for the customer (who is female- neither [redacted] nor [redacted] had met with this individual at this point).  The man asserted that the customer wanted to cancel the contract and was very dissatisfied- which made the situation seem odd because the customer had never indicated anything like this to Premier prior to this point.  At this point [redacted] requested that the customer either call him or email him directly that this was her express goal because the situation seemed strange.  [redacted] also told the man (whose relationship to the customer is unknown) that he wanted to discuss the situation with the client because he had spent several hours doing take-offs on the property and that several hundred dollars worth of time had already been put into the project([redacted] at this point didn't know whether he was talking to competing roofing contractor, lawyer, co-worker etc...).  [redacted] notified the man on the phone that he would need to speak to the customer before canceling the project.  Shortly thereafter the customer filed this complaint with the Revdex.com.It was never the company's intention to coerce the customer into doing work she did not want to do.  However the timing was very odd,  a lot of work had been done to get her project ready for production, and the interjection of an unidentified person into the situation created a lot of confusion.Premier will not pursue the matter further as it is obvious the customer does not want to do business with Premier- however Premier requests that this complaint be removed from its record as it leaves out details which makes the company look bad- specifically that our representatives were not in contact with the customer and that all of the communication had gone through the customer (there was another party involved).Thank you.

We have spoken with the homeowner and they are satisfied with our response.

Our staff was notified by [redacted] that [redacted] was satisfactorily compensated for the damages.

Dear Revdex.com,
We are unsure of the specific request being made at this point in time as there are 2 bullet points at the front end of the complaint regarding ice and water shield and a problem with dormer roofing, but later in the letter the customer infers that we did not install a ridge vent which...

she hired another contractor to install for $450.
I would like to point out that the customer in her complaint has noted that Premier has been responsive to her demands- including investigating an issue which was not Company's fault (the leak was originating from a window, not the roof).
We stand by the workmanship on this project 100% and we also stand by our manager's position that there was no ridge vent installed prior to Premier Roofing's involvement.
I have attached "before" and "during" construction photos of the subject property which clearly show that no ridge vent was installed before the project commenced.
I have also provided photos of the ice and water shield which was installed properly at both the eaves and around the chimney.
If the customer is seeking remuneration for a ridge vent which was not part of our contract, or existing on the property prior to construction, we cannot meet that request as it is neither owed nor fair to the Business. If there is a different outcome sought by the customer we are not averse to listening to further demands.

Per our records this file is closed and the items in question have been resolved."

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]