Premier Roofing Company

Please see our responses below in bold.Complaint:The ice and water shield was not properly installed around eves above gutters(Under shingles layer that acts as a barrier under entire roof. Vapor barrier) Incorrect- we have provided photos of the roof under construction- the ice and water shield is properly installed to meet code and manufacturers specs.Complaint:·         A problem with the installation of the dormer roofing.Bullet One: The shingles are peel and stick, but the product was never peeled.  The plastic is still on the back and not adhered to the wood decking below. The customer is confused- there is no such thing as a "peel and stick" shingle.  What the customer is likely looking at is the film strip- Please see the following which is from the Manufacturer's Website.[redacted]
What Is That Shiny Plastic Film Strip On Shingles? Sealant protection… [redacted] adds a thin plastic film to keep the sealant from activating while in storage and shipping. This film is protecting the shingles from sealing together while in storage, but does not align with the sealant adhesive when the shingles are installed. Are There Any Myths About Release Film? There are abundant explanations… as to what that filmstrip does, and why it should or should not be removed. We have heard: “it’s biodegradable”, “it will dissolve away”, or “it should be removed because it interferes with the shingles ability to properly seal”. None of these are true. Do I Need To Remove That Strip? No. The [redacted] shingle application instructions for our entire product line specifically state that that film does not need to be removed: NOTE: The film strips on the back of each shingle are to prevent sticking together of the shingles while in the bundle. Their removal is NOT required during application. Bullet Two: The flat roof on the dormer is cracking. Concern --it will wear at ridge because of faulty installation.We have reviewed the entire installation in person and again with our file photos and have found that it meets all installation guidelines to meet Premier and [redacted]'s warranty.  We take no position on the findings of the adjuster from [redacted] except that we disagree with any assertion that the roof is not a very, very good roof installed to high standards. It has never been our intent to label Ms. [redacted] as "demanding." We have no records of using that term.  We also do not know where our relationship with Ms. [redacted] went awry.  In conversations with all of the Premier employees involved, Ms. [redacted] had been very satisfied with Premier until the window leak.  Subsequently we were accused of not replacing a ridge vent that never existed, incorrectly installing ice and water shield - which is false, installing "peel and stick shingles" which is also false, and now for a "crack" in the low slope portion of the roof which we do not agree is an installation issue.  We do not know where this list of issues originated, but it is our hope that Ms. [redacted] understands that we stand behind the work on the roof and will be there for her should anything happen in the future. We have installed over 12,000 roofs over the last 10 years.  Things go wrong from time to time, but we always make them right.  We don't know what else to do for Ms. [redacted] at this point to make things right.

[redacted],   Attached are the:   [redacted] Invoice Line Item Detail - This is the "estimate" / "invoice" we sent to insurance. The scope of work did not change, but insurance and us negotiated a price of $9682.43. To which we invoiced Ms. [redacted]. Insurance was to release revised paperwork...

showing this agreed upon price for the roof replacement. This was expressed to Ms. [redacted] and her Insurance Agent, [redacted] over the phone and via email.    [redacted]   [redacted] Final Insurance Approved Invoice - This is the invoice for the roof replacement at the Price Agreeable between Insurance and Premier Roofing for the roof replacement. Ms. [redacted] is in receipt of these funds less her CoPay / Deductible, which we are required to collect, per her insurance policy and by law.  [redacted]   Again, to date we are in receipt of $0.00.   Thank You,   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted]. Premier has (today) provided us with a line-item invoice for an amount that insurance agreed to pay (agreement made a week and a half ago). We do not expect any further resolution on the remaining complaints.
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]

CASE# [redacted]
[redacted]January 14, 2016[redacted]
[redacted]
[redacted]                                Revdex.com Case [redacted]Gentlemen: Your internet address was not available because it was “updating database”.  I’m sorry Premier Roofing is “unsure of the specific request being made”.  I am again listing the two bullet points listed at the beginning of my original letter which I would like Premier to make right:  ·             The ice and water shield was not properly installed around eves above gutters (Under shingles layer that acts as a barrier under entire roof. Vapor barrier)  ·         A problem with the installation of the dormer roofing. Bullet One: The shingles are peel and stick, but the product was never peeled.  The plastic is still on the back and not adhered to the wood decking below. Bullet Two: The flat roof on the dormer is cracking. Concern --it will wear at ridge because of faulty installation. It appears to me, a simple trip by Premier to inspect would have been less embarrassing than calling me “demanding”.  I expected a roof installed properly, no more, no less, and my property be in as good a shape as Premier found it.  Instead,  I have met opposition with each incident.  Regarding the leak:  When the first heavy rain came in June, rain poured down the outside of my house because of a gap between the roof and the gutter.  By the way, this was called to their attention in March, by a contractor Premier hired to repair their crew’s damage to the house’s exterior wooden shingles.  Premier added the lip only after the same contractor pointed out, this was Premier’s problem, and they should add the lip so the water went from roof to gutter not pouring down the side of my home.   You can imagine my concern, when my insurance company inspected the roof November 5, and found the above issues.  Premier should take it up with [redacted], [redacted] or [redacted].  [redacted] advised me because they felt the warranty on the roof might be compromised.  I am sure Premier values the integrity of their work with all insurance carriers.  Future customers deserve to be warned.   They claim the proof is in the photos, I think someone should come take a look, and see if they see what [redacted]’s saw and make it right.                                         ...⇄ Sincerely,                                   ...⇄ [redacted]

Per our sales representative, Mr. [redacted] insurance company did not cover all of the repairs needed to his property.  Our representative informed Mr. [redacted] of this, apologized, and informed Mr. [redacted] that he was free to pursue a different contractor.  Mr. [redacted] would like Premier to...

complete the work for a price that will not sufficiently cover costs and Premier can not proceed with the construction under those terms.  Premier has not taken any money from Mr. [redacted] and we ask that this complaint be removed on the grounds that no goods or services have been exchanged.

We have notified the customer that the file will be closed, the $100 will be mailed directly to the homeowner, and Premier Roofing will not have anymore contact going forward.  We apologize for any inconvenience that this process has caused throughout the last year.

Initial Business Response /* (1000, 5, 2015/08/10) */
Premier Roofing is working with the siding contractor to address the items in question. Premier awaits the customer's satisfaction with the siding repairs before addressing any of the billing issues- Premier has been told by the siding...

contractor that the matter should be fixed by the end of this week.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */
This is not yet resolved!
Final Business Response /* (4000, 18, 2015/10/02) */
We are still working with [redacted] and the file is still open.
Final Consumer Response /* (2000, 20, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Still working on this. Supplies have been delayed. Not yet completed.

All documentation has been sent, and we apologize for the errors and any inconvenience that this process has caused.

We reached out to the customer the day we received the complaint.  The customer indicated to us that they were satisfied at this time.

Colorado Springs Sales Manager Matt Springer reached out to the client and reconfirmed that Premier had cancelled the contract per the clients request.  To our knowledge there is no further action needed on this case.Premier Roofing regrets that the client was dissatisfied with the service...

provided by our sales representative.  Our goal is 100% customer satisfaction.  In this instance it is clear that we came up short of that goal and the team will learn from the experience.

Initial Business Response /* (1000, 8, 2015/09/24) */
[redacted]'s roof is complete.
To be clear- at the time of the complaint- the roof had not been under construction for 2 months. It had been 3 weeks from commencement.
The job site was not left in disarray and the quality of the work on the...

home is top notch.
[redacted] was frustrated that the project was not completed more quickly however it was not our contractual obligation to complete it in a shorter time frame. We had an issue with a crew member being hurt in a car accident mid-project which required a couple of weeks to find a replacement. The roof that was leaking was not our roof-it was the original roof on the home. We understand [redacted]'s frustration but question the necessity of a Revdex.com complaint as we had never ignored any requests for information or failed to communicate with the customer and will provide copies of our phone records up to the time of the complaint being filed. Attached is a snip of the 10 minute phone call our general manager had with the [redacted] the same day the complaint was filed. We don't believe this complaint meets the Revdex.com's criteria for a complaint on our record and request that it be removed.