PricewaterhouseCoopers, LLP

we have talked to the home owner and have reached an agreement The customer will be in contact when the work is finished we appreciate the customer working with us and we are committed to resolving the issues

I would like to address each response given to us : Gutters: Alloy gutters ( subcontracted by MrRoof )after hearing our complaint came out immediately to our home to address our concernsThe gutters have been pushed back closer to the house and the fascia that was hanging has been reattachedThey also took the time to explain the additional hangers that showWe have had no significant rainfall yet to assess if water runs where it should but are happy with the efforts thus far since our complaintYou state roofing companies only take liability for the damage that is created due to the companies negligenceNegligence occurred and the roofer came into our home to inspect the damage at time of occurance $was received in accordance with the terms and conditions of the contract which state "in the unlikely event of ceiling damage on the interior, MrRoof will patch that area of the homeMrRoof agrees to pay for the painting of that section only"You knew of no local dry wallers and we had only one vague quote, so we agreed upon the $as compensation for the dislodged and cracked drywallWe never asked for compensation for painting the areaThe drywall issue to us was resolved Dips in the roof: You state it was after the city inspected and approved the roof that you gave us a courtesy settlement of $In fact there is no final inspection on file at all with the city and this was confirmed with a call to the city as of 5/19/ When we called and had the inspector come out in the fall to help us address our concerns, we were told no formal inspection could be done as there was no permit pulled for the jobThe inspector told us he would want to go up into our attic space to view the board replacement on the NE side of the home after a permit was obtainedWhen I informed MrRoof that there was no permit on file, they quickly backtracked to get the permit and it was obtained on 10/9/There has been no inspector in our home or on our property since the permit was pulledSo the courtesy settlement post approved inspection is fabricatedAt no time has there been an offer made to us to shim out the difference in the dip from the old wood to the new woodWe would need further explanation as to what a " feathering out of the roofing area " exactly means and how it pertains to addressing our concerns regarding our roof before an acceptance to your offer is given Regards, [redacted] st1\: [redacted] / [redacted] Style Definitions */ st1\: [redacted] / [redacted] Style Definitions */

I reviewed the response made by the business in reference to complaint ID [redacted] I find the response lacking in empathy, as well as lacking an explanation as to why all three appoints were not kept Customer service is not their top priority and they use their A+ rating with the Revdex.com to promote this to potential customers I do hope this complaint is noted under their business for future customers to review Please close this complaint since I have received my refund on 9/ Regards, [redacted]

We have spoken with our customer and again sincerely apologized for the inconvenience that we brought upon himAt the time of contract, we had a service technician on staff to perform his repairsSince then, that particular technician has left and is no longer with our companyAt Able Roof we
take pride in any home improvement and repair work that we perform and want to provide the highest level of customer service and qualityWithout a technician on staff qualified to perform the work, we simply could not provide those thingsWe do agree with his comments that that this situation could have been handled differently, and we are diligently working to rectify thatThe customer now understands that without the right technician to do the work we could not provide the services. We no longer are advertising any tile roof repairs as a result of the lack of service technicians to perform this specialty workIt is very unfortunate that this happened, but is not a reflection of how our company operates on a daily basisWe issued him a full refund

From the General Manager of MrRoof Cincinnati: We understand and are completely aware of the consumer's dissatisfaction with the company. It is never our goal to have situations like this as we rarely ever get to this point with our customers. Our hope is always that the work is done to satisfaction at time of install and if not then as immediately after as possible. We will, as always, review our procedures and communication to continue to ensure that this is not the common experience. In terms of addressing the issues with the consumer, although it was not the ideal experience, we have not shied away from completing this job The consumer has had access to all levels of management as the point is and always will be, resolution. We also will continue to validate the work and honor our warranty and promise to you as a customer to be present if issues continue to arise. Overall, We are sorry this was a negative experience for the consumerWe do value their business and want them to be satisfied. We have been reviewing this job, in particular, as well as our process We will always take the opportunity to be better

We received a 50% deposit as is our policy to schedule workDue to inclement weather the project was rescheduled numerous times along with other customers causing us an unusually large backlogNote: rescheduling due to weather is explained to every
Able Roof customer at the time of purchaseDuring this time we made some policy changes regarding the pitch or slope of roofs for all metal roofing projects and offered our customer a more suitable roof for his particular roof slope, however, this was not in our customer’s interest to go this routeWe mutually decided to cancel the contract and have issued a full refund of all monies paid towards the deposit

The year old roof in question
is in fantastic condition and has little to no granule loss or discoloration
The black algae stains on the shingle is caused from blue-green algae
known as gloeocapse magma that is spread by airborne sporesThe shingles in
question are what the
industry calls algae resistant which is probably why this
didn’t appear until years after the roof was installedIt should be noted
that the weather patterns over the last years have tremendously increased the
algae growth on the eastern part of the United States Additionally, this
effect is increased with the amount of shade and the proximity of vegetation,
such as trees to the home We have enclosed a photo showing the roof and
the trees in close proximity to itBottom line is algae resistant shingles
greatly reduce algae growth, but is not guaranteedThere are chemical cleaning
products such as trisodium phosphate or similar product that can be applied by
the homeowner or a third partyIt should be noted that in no way does algae
effect the performance of the roofing system and in many cases can burn off
from direct sunlight for extended periods

We would like to thank the *** family for their business & choosing MrRoof as their roofing contractor, we are truly sorry they do not feel satisfied with the level of service they have receivedWe have verified that all issues mentioned in this complaint with the exception of the desired
settlement have been addressed per the customer’s request as of 05/02/& as agreed upon on 4/25/2017, days prior to this complaint being submitted In regards to the desired settlement we do not feel obligated to reimburse the *** family for any expenses regarding their solar panels due to the fact that our contract clearly states “Customer will have solar panel company remove & reinstall solar panels at their expense.” In addition we scheduled this installation with the understanding the solar panels would be removed prior to our crew arriving at the jobsite & reinstalled after completionAt the time of our arrival the solar panels had not been removed & our crew had to work around the panels until the solar company arrived; we did not charge any additional expense for thisOur agreement also states that the estimated completion date was one day which was accomplished We truly hope that the ***s are satisfied with their roofWe at MrRoof hold quality & customer service as our main priorityWE believe in this situation we have addressed any issues within our responsibility & will remain committed to honoring our warranty should any issues arise in the future

I politely request this complaint gets removed from the Revdex.comThis is currently being handled by attorneys through arbitration per the contract signed by both parties. That being said, MrRoof installs hundreds of skylights a year without any issuesOur scope of work regarding a skylight is
limited to the skylight, flashing kit, and surrounding underlayment only, no interior work is includedUpon removing the skylights, like we have hundreds of times before, it was discovered the previous homeowner glued/sealed the trim to the skylights and the drywall, and had rigged a channel that dumped condensation to a drip panAs one can imagine, this isn’t how the manufacturer designed the skylight to be installed, nor could any contractor or future homeowner know thisThe homeowner’s expectations of MrRoof stopping work after the majority of the roof was torn off, along with the skylights lights, would’ve created a dangerous liability to the elements. The bottom line: if the skylights leak we will come in and fix it at no chargeUnfortunately, as stated even by the homeowner’s complaint, we have sent three service people out there and ran water from all angles for roughly a half an hour and could not get them to leakIn our opinion, if it doesn’t leak during a rainstorm, or when water is applied, but leaks during the winterIt’s a condensation issue. Nobody’s perfect, that’s why we offered the following settlement, the homeowner to pick a licensed third party and we would meet them out there and see if he could get it to leakThe only caveat is if it leaks we would pay for the third party and make all needed repairs at no chargeIf it doesn’t leak the homeowner would pay for the third party and pay the balance owed

Our general manager has arranged for a crew to complete additional work on her home next week and then we will post a final statement

After receiving the customers
second response we sent a company representative out to his house to re-inspect
the areas in question and re-confirm our findingsWe took new pictures, which
we are enclosingUpon reviewing the pictures we feel it is clear to see that
the areas have been properly installedThe area of concern to the customer on
the corner post that had to be caulked off was done so because it isn’t possible to counter flash the
corner post area and we wanted it to be watertight
In an effort to satisfy the
customer MrRoof is willing to refund the $that was charged for the
overhang flat roof
installed, provided he has the same granulated part roofing system installed
but without any seams, by a third party roofing contractor of his choice

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

That is not what I was told by MrRaymond L*** the salemen. That ridge vent was put up there because of my high ceiling, that is why he did not put the regular vents. He said they were not be need Regart*** * ***

The Able Roof service team met with the condo owners last Friday to review the filed Revdex.com complaint. After an internal and external inspection of the issue, the service team found a tarp had been installed on the roof just over her kitchen by their property management company. The
customer informed us there was a maintenance request filed with the former condo association that had not been followed up on or scheduled for any repair. Out of their frustration because they did not know which property management company had replaced the old company the customer and her son filed a Revdex.com complaint to prompt action. Both apologized to our service team for filing the complaint and said they will be contacting the Revdex.com to attempt to strike this complaint from the record as Able Roof had nothing to do with their existing problem Our service team gave the current property management company a quote to repair the area and the new property management company accepted the quote from the Able Roof service team for the repair. Able Roof has scheduled and will be out to fix the problem area and ultimately satisfy the complaint due to the lack of follow up from the original property management company

“Our general manager has arranged a convenient time to meet with the customer next week and review the area on his home and the work we completed.”

I did speak with Nick P***, *** ***He apologized as statedIt is difficult consider the issue resolved as I am still at square one regarding my roofHowever, I do not wish to pursue any other action regarding my complaintI appreciate MrP*** taking the time to call me personallyI consider this matter closed in relation to Able Roof

MrRoof always strives to resolve any
concerns our customers / homeowners might have and apologize for the
inconvenience this has causedWe have a crew involved to solve any outstanding
leak issues, and then plan to take care of the interior

It is our impression that after we talked directly
with the customer, that we are now on the same page and all concerns should be
resolved in the near future

Sorry for the issues regarding this service It is not indicative our our work We have processed a refund We are full member of the Revdex.com and in good standing Thanks

The contract for the new roof
installed on the customer’s home was between Able Roof and the customer;
therefore, any concerns will be handled by an Able Roof employee under the Able
Roof insurance umbrella including workers’ compensation. Again, as in our last response, we have
offered to provide the customer with a copy of our trade partners Liability of
Insurance, Vehicle Insurance, and Bureau of Workers Compensation certificate
The crew in question has been working exclusively with Able Roof for more than
years and has had no issues with legitimacy