PricewaterhouseCoopers, LLP

Our customer has accepted a third party inspection to be done in order to determine if her claims are validThis inspection has been scheduled and we are waiting on the results

This homeowner has an
outstanding invoice for $24,plus legal fees and penalties which is
currently being handled by our legal departmentPer our contract after the
balance is paid the homeowner has the option for both parties to enter into
binding mediation through the Revdex.com or a third
party mediation firm
Enclosed is a copy of the
building department’s inspection of the interior of the property that was
conducted last FridayInterior inspections are rare if nonexistent, especially
when all the work on the outside of the home has been approvedThe reason for
the inside inspection was due to the homeowner claiming the roof, siding, and
windows were leakingUpon the inspectors inspection, it was reaffirmed that
since the work was completed by MrRoofNo water has or is currently
penetrating the home as claimed by the homeownerAfter what we have
experienced, in our opinion we feel the badgering by the homeowner convinced
the building department as noted in the interior inspection for MrRoof to
come back and repair the gutters and the exterior threshold that was
clearly damaged months after the installation and was not there during the
inspectors earlier visits(Downspouts simply don’t fall unless they are hit or
are intentionally pulled away from the structureIt should be noted that the
customer wants the downspout that magically became detached, to be moved when
we repair it.) As another act of good faith MrRoof offered to fix these
damages as long as we had an agreement that when finished the invoice would be
paid in full, which was declined by the homeowners that kept bouncing us from
the wife to the husband over and over again
Additionally we have enclosed a
timeline letter which we prepared for our attorney This has been a very
long difficult install with homeowners that seem not to commutate with each
other and seem to have very selective memoryFor example saying the entire
area didn’t have electricity and out of the blue claiming that knew nothing
about the chimney workNote: We have copies of the request for the work to be
added from their personal email addressIt should be noted that the homeowner’s
kitchen and hardwood floors are not finished due to disputes with other
contractors
Bottom line, MrRoof is willing
to overlook the allegations and repair and move the gutters, siding, and the
exterior threshold that was damaged afterwards as long as this gets the
$24,remaining balance paidAdditionally, as a courtesy, we will also
stop enforcing the lien, legal action, and remove these fees and penalties as
long as the above terms are agreed upon in writing

General Manager and Production
Manager met with Mr& Mrsas soon as we were made aware of their
concernsNot only did we explain that all of our customers are covered under
the Able Roof umbrella, we also offered to provide the customer our trade
partner’s Liability of Insurance,
Vehicle Insurance, and Bureau of Workers
Compensation paperworkThe crew in question has been working exclusively with
Able Roof for more than years and has had no issues with legitimacyBecause
of our stringent rules of ensuring their paperwork is up to date and background
checks have been completed, this is the standard for all of the crews Able Roof
employs. It is unfortunate if our Estimator misrepresented Able Roof
installers to the homeowners that all are strictly employeesAble Roof employs
a number of technicians and roofing crews both as direct employees and as trade
partners working exclusively for Able RoofWhile not all of our crew members speak
English as a first language, there is at least one interpreter on site at all
times to discuss any questions or items with our customersUnfortunately when
the customer was looking for our interpreters, one was on the roof and the
other was picking up materialThis has been reviewed with our crew members to
minimize this issue in the future and we believe this was corrected before the
general manager and production manager left the house. The customer asked
if there was room in the crews dumpster to throw away wood debris laying in his
back yard, we asked the crew leader if there was room and he responded, “no
problem yes there is room” in English with the customer standing close enough
to hear
When we left this customer’s home
(not sure of the timeline of this complaint being filed), it was understood
that the customers were in fact dealing directly with Able Roof and its
affiliates and no mention was made of the need for a Revdex.com complaintContact was
made with the customer the day after installation to attempt to further
resolve Although the Mrwas fine with the install and crew the Mrs
still had reservation. With a pursuit to resolve, Able Roof again offered
to send the installers as well as Able’s liability paperwork. In the end,
the final quality control inspection has been completed, job was thoroughly
cleaned, the crew completed in one day and the offer still stands to hand
deliver the crew’s along with Able Roof’s Liability insurance and BWC
certificates

Consumer submitted a copy of Able's proposal

I reviewed the response made by the business in reference to complaint ID ***, The reason for the damaged bathroom vent/fan was due to workers not paying attention to what they were doing. They installed a new piece of plywood and pushed the metal tubing down through the ceiling causing the damage

In regards to Mr Roof complaint,It took more than one attempt and another wks to fix the complaints about the siding wrap and gutters, but the problems have been fixed to our satisfaction.We have not heard of anything resolved about
the incident on having our neighbor help with gutters and getting on the roof and paid out of pocketHave not been offered a discount of payment as of Oct 4th, but still waiting for a manager from Mr Roof to call and finalize the payment owed to Mr RoofSatisfied with final work, but not with amount of time it took for finishingWould not recommend MrRoof in the future if anyone asks.*** ***

I am not sure what the confusion is about As it relates to the chimney cap, we would like to get a contract stating the work and warranty After that we need to confirm/verify it actually got installed because to date we never received a contract documenting what we were getting and have no record the work was performed We have no problem paying the $and we never said that we didn't request it The issue is that for a layman the attached file is a chimney cap and what is being discussed by MrRoof appears to be a base of some sort (based on some basic Internet searches) This gets even worse when no documentation is provided after the customer requests it, the customer has no record of the work being performed, the customers expectations discussed with MrRoof's sales representative of resolving birds getting into the chimney are not resolved The old one rusting out is not the case or the reason a replacement was requested because the discussion to have it replaced was done without anyone climbing on the roof, instead it was discussed on the ground and the main reason was to resolve issues with birds getting into the chimney If the "bird proof flute" is extra, we have no issue paying the extra amount - it would just be helpful to know and document these costs beforehand.The other issues we have are outstanding punch list items To date MrRoof, has not attempted to even resolve or properly discuss any of our punch list items Please see our previous responses for their position on our issues and concerns In fact, take a look at their initial Revdex.com response and their position They are only taking this position now because the county inspector identified the particular issues they want to discuss and use as a premise for getting paid in full, however, these are not the only punch list items we have Again, we have no problem paying MrRoof, even in full, once we have reached an agreement on the required repairs/replacements (if needed) for our punch list items As we stated in our initial letter to MrRoof, our initial Revdex.com compliant, and each Revdex.com response we provide we are willing to meet/discuss with MrRoof personnel our punch lists, determine an action plan, and establish remaining payment milestones as the work is performed

To the Revdex.com Re: Waters Complaint # *** Enclosed is the contract that both homeowners signed on July 19, for the replacement roof on their homeThe contract did not state to install B.PshinglesMany, if not most, homeowners that received warranty settlements from the B.P
manufacturer, select the cash option instead of the shingle option as part of their settlementThis is due to not wanting to put the same material they had issues with back on their homeThese homeowners chose the option of using B.Pshingles for the new install on their home as part of their settlement agreement with the manufacturerThey had to sign off on this with the manufacturerThus, the homeowners would be responsible to make sure the settlement requirements with the manufacturer were met, which they did notAdditionally, the color choice wasn’t even a B.Pshingle color which is a clear indication that a B.Pshingle sample color brochure was not selected or even shown That being said it's always MrRoof's desire to please our customers, so if there was a mistake or miscommunication between all parties MrRoof has a good will fund, and in this instance, applied it and MrRoof issued a goodwill check to these homeowners, which they cashedAgain, let us state that even though MrRoof completed the job per the contract and management was never notified that there were issuesMrRoof issued a check in full for this mistake or miscommunication. Since MrRoof fulfilled the legally binding written contract and then went above and beyond to issue a goodwill check, we feel this complaint should be removed

I had not received any notifications from the Revdex.com regarding your filing with themWe did find there was a problem in getting the email notifications but now the link has been tested and repaired so we will again start receiving emails from the Revdex.comRegarding your request to cancel your job and be
issued a refund I have been informed by our Cincinnati MrRoof office that your job has been cancelled and a refund is being issuedWe are very busy this time of the year and have had a lot of rain, which unfortunately has set us behind in the work scheduleIf we can be of further assistance please contact usThank you for your time and again I’m sorry we couldn’t get to your job any quicker

Enclosed is supporting
documentation regarding the homeowners concerns?
Whenever new vinyl siding is
installed it’s always recommended that the roof gets replaced at that timeThe
siding and trim on this house was replaced on top of two already installed
thick layers of Organic asphalt
shinglesSo when you go from two layers of organic
shingles down to one layer of fiberglass asphalt shinglesThere is always
going to be a gap A roofing company does trim down the edgesIt’s the
gap from going from layers down to oneIE if we were to add more layers, the
gap in question would not be visible(Enclosed are the highlighted terms
and conditions restating, MrRoof is not liable for this?) Enclosed you will
also find the highlighted verbiage on your contract next to your signatureIt
states that the above price is the cash price and the price is 3%
higher
The above being said, previous to
receiving the B.B.Bcomplaint the MrRoof customer service department reached
out to the homeowner and offered to fix itWe ask the homeowner do right thing
and retract this complaint

June
24, 2015: We have been in touch with the insurance adjusters and will be meeting
with them next weekFurther information to follow soon

I am rejecting this response because: I don't have trees that are close to the front of my roof to cause this problem (affected area circled in the picture). The trees are a wooded area which sits roughly about feet away from my home in the rear. Looking at the picture you would think the trees sit right on top of my home, but they do not . So in my opinion this is just a practiced answer that MrRoof is quoting to the customer. If MrRoof says it not a shingle default then they can come out or send someone out to clean the roof
Regards,
*** ***

thanks to your office, they came back and fixed everything

In light of our meeting with resolution of the miscommunication, we would like to thank you for posting a positive review with the Revdex.com that you are happy with Able Roof and will be recommending our company to others. Able has serviced the central Ohio community for over years and won the
Consumers’ Choice Award for straight years

We sent a certified electrician out as promisedHe advised us that the entire network of wiring was run incorrectly to begin withHe also stated that he could not see how Mr Roof was responsible for the fan no longer working when it was wired wrong to begin withAs we are not in a habit of backing out from our good faith gestures, I called our customer immediately and explained that while it could not be proven one way or the other our liability had to end somewhereI explained that I would be happy to meet in the middle and cover the wire to be replaced from the fan box to the switchHowever the other wiring that would need corrected was from an incorrect install well before Mr Roof was ever involved in working at the propertyOur customer requested time to think about my offer and call me backI told her that would be perfectly fineShe called me the next day and stated that while she wasn’t completely happy with the situation she did understand and agreed simply that everyone would walk away from the situation less happy than they should beShe verbally quoted me the original electrician’s estimate of $and I agreed to credit her account by half of that estimateShould our customer provide us with a copy of the invoice from her electrician showing the $which is different from her verbal request then we will credit the additional $Our customer actually thanked me at the end of this call for our professionalism and for at least hearing her out and working on the situation with herWe issued the credit and have since considered this matter closed as she has not reached directly out to Mr Roof since this last conversationSincerely, Kayde F*, *** *** *** *** ***

MrRoof and a third party have been out to this home several times and proven to the homeowner that the roofing system is not allowing water to penetrate itWe believe MrRoof has done everything we were contracted to do and moreThe interior water near the skylight is condensation due to the
homes designHot humid air in the home condensation on the cool ceiling and skylight in the vaulted ceilingWe believe the next step is to get an engineer involved to inspect the home, draft a report and if desired the customer can select the engineerIf the engineers report finds we are found to have installed the roof incorrectly causing a leak, we will fix the roof and pay for the reportWhen the report shows the interior water is condensation, the homeowner will have to make corrections to air movement, interior humidity, and temperature as he desiresIf the skylight is not adequate and doesn't have a proper thermal break and is recommended to be replaced, the owner will have to pay for this since Mrinstalled the skylight supplied by the owner

My counter offer to MrRoof is they pay to have some e come out and clean my roof This problem with my current roof that I"m complianting about is the same problem I had with my old roof that was replaced by MrRoof because I was told I needed a new roofSo apparently we were lied to for a sale MrRoof is not trying to sale me another roof now, but telling me all I need to do is get it cleanedIf that's the case all I needed to do was get my roof cleaned years agoSo my counter offer is MrRoof get my roof cleaned at their expense

I live with the mother.I own the house.I made the complaint when I was getting the run around from Mr.Roof.The flat roof has nothing to do with where the roof was leaking.The flat roof was inspected by Mr Roof when they were out there to inspect the other roof and we were told that the flat roof was put on great and nothing was wrong with it........The roof in questioned was the one that wasn't done correctly to begin with by Mr.Roof.They were out there Tuesday and said they fixed it,but only time will tell

Customer service is very important and we failed this customer by not rescheduling them promptlyWe have communicated and rescheduled with them and we apologize for the delay

First of all I don't know what work they did not related to the roof they puton. Second the metal awning they are revering to was put on the house overa 11 years ago while to old roof was still on and we never had any leaks forfive and a half years but we have had 12 leaks in the my sunroom since Mr.Roof put this roof on. Third the pipe that they can't replace was not an issueit was the flashing around it they do not have someone certified to putflashing around so they put a lot of chalking so much that it likes horrible andthe man that came out in July 2015 said that in a few days they would sendsomeone fiom another company to fix it will it has been 2 months and stillnot fixed. Fourth no one fiom Mr. Roof called on my house phone or my cellif Mr. C[redacted] called me on his cell he did not leave a message and I am not amind reader. Last Mr. C[redacted] agree to paint my ceilings and my 2 year oldgutters that Mr. Roof ladders scratched but he has not done it. And yes theyhave came out when I called but why could I have spots on my ceiling foralmost 6 years and paint missing off my new gutters and have to move thingsaround in my house to put down buckets I am sure that the person whoreplied to this complaint wouldn't want their house looking like that afterpaying for a new roof And by the way we paid them they have had theirmoney we are still paying for this very expensive roof. My poor littlegrandson couldn't ride his rocking horse back in March of this year because Ihad to put some buckles out to caught the water. I am beginning to think thatthey are taking advantage of older people. They are just making excesses fora very bad job. Also I have my health to worry about not my roof this isuncalled for almost six years dealing with them. I don't know if $350.00 willpay for 3 ceiling and my gutters to be painted. This is a fact Mr. Roof hasbeen paid almost 6 years ago and I am still waiting for my roof to stopleaking and my ceilings fix and my new gutters fix. An yes it has been over20 leaks.