PricewaterhouseCoopers, LLP

We are sorry this customer is aggravated and we respectfully disagree with his statements.  Our one day guarantee is related to the time it takes to complete the job, not how fast the job is scheduled. There were many things said over the phone from this customer to us that we can’t repeat. We returned his deposit and he can make arrangements with another company to complete his work.

Mr. Roof understands the frustrations of the customer, but we have to assume the house is designed and engineered properly and cannot be held responsible for the design of the home. Replacing the old roof and old skylight would be considered normal by any standards. Mr Roof's scope of work is to tear-off and replace the old roofing system, we were not contracted to make any architectural alterations nor do we offer this service. The new roofing system and skylight provided by the homeowner that we installed does not allow water to penetrate it and remains under warranty. We have come out several times to inspect what the customer believed to be roofing leaks and found that the moisture in the home is condensation and this only happens in the winter, not during the rain. Please understand Mr. Roof did not design the home and has no control over the humidity level in the home. We have suggested having third parties reinspect our work, adding ceiling fans, hiring architects, and other ideas to get the heat down from the high ceiling. Unfortunately none of these ideas were acceptable to the homeowner.

We have a response to post to [redacted] Complaint #[redacted] before you close the file:  “A follow up call was made to [redacted] to ensure the work was complete and the issue was remedied”. Cheryl C** | [redacted]Able Roof  •  Mr. Roof [redacted]  [redacted]
[redacted]

This complaint was filed by the daughter of the homeowner so we suggest the daughter speak with her mother, the homeowner, regarding the leak issue.  Mr. Roof has  been in touch with the homeowner, our customer, regarding the leak on their home and one of our inspectors met with them this...

past Tuesday, inspected the area of the leak and found that the leak is occurring in the rear portion of the home underneath a pre-existing flat roof which was not installed by Mr. Roof and we pointed out to the homeowner that it is leaking due to an improper installation of said flat roof as the flat roof membrane was not wrapped up the wall and tucked under the siding as it should have been.  Mr. Roof installed a shingle roof on the main portion of the house which is covered by our warranty and the shingle roof is not leaking.

I am sure they will not take the responsiblity for doing a poor job.They should have all kinds of pictures on file.I am not going to keep doing this with them.I will quit paying my bill and see them in court with all the proof I have an a estimate from another roof company stating whos fault this was...COURT TIME FOR THEM!!

It is still not complete.  This has been going on for weeks, non-stop excuses on why they didn't make it out - the rain, someone called off, truck broke down.  Yesterday it was the police pulled them over and INS took the crew.  We even did some of the work they initially said they were going to do. They lie all the time.  There is STILL a HOLE where you can see my house.  The couple things they "fixed" were not right and so that is why they say we are "adding". If your fix isn't right, then you need to fix your fix - it is not my fault they can't do their work correctly. One person says this is wrong and Mr. Roof should fix, then another person comes and says no.  They were here today, but did not knock loud enough or ring the doorbell and said they did.  We have a dog - the City of Hamilton was here and knocked and we answered.  They said they saw that. So if we aren't answering, we didn't hear.I will NEVER recommend this company to anyone.  They DON'T care about the customer. All they care about is getting another job so they can get that money.  They don't want to finish or take care of anything past that first day.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Crew was on time, informative and did the work as promised.
Regards,
[redacted]

We would like to thank Mrs. [redacted]
for speaking with us regarding this matter & are glad that we could come to
an agreement reasonable to both parties. Our agreement is as follows:
Mr. Roof will paint
water spots as needed in the living room, bedroom & sunroom.Mr. Roof will paint
gutters in area where scratches were reported.Mr. Roof will engage
a certified HVAC technician to make all necessary B vent repairs from the roof
line up to ensure no further leakage occurs due to issues with this pipe or
flashings. Upon completion of
the above mentioned repairs the [redacted]’s will receive an inspection of completion
& release Mr. Roof form any further obligation regarding this complaint.The [redacted]’s will
continue to have a lifetime full systems warranty for their roof system. Should
any warranty related items occur in the future they will be addressed by Mr. Roof
in a timely fashion.
We appreciate the [redacted]’s
business & commitment to being a lifelong customer of Mr. Roof.

I have indeed arranged an third party inspection to determine or eliminate potential causes for the water damage sustained over the one year period of time, in which Mr. Roof failed to diagnose the cause of the mounting water damage to my ceiling, nor did they follow through with the promise and contractual obligation to replace unnecessarily destroyed interior molding and condensation gutters.  While Mr. Roof was not contracted to do interior work, Mr. Roofs contract states they are responsible for interior damage done during the roofing process.  This damage could have been easily avoided by Mr.Roof and it was a conscious choice at the moment of skylight extraction to destroy molding and condensation gutters despite my timely objections, quelled by their assurance they would replace it.The results of the inspections and the repair work that will follow, will not change Mr. Roofs responsibility for the replacement of destroyed interior appointments and the cost of repairing cumulative water damage, due to Mr. Roofs 12 month delay in communicating, they determined condensation is the reason for the damage. My personal decision to double check Mr. Roofs condensation diagnosis, results from my desire lessen the possibility of damage reoccuring.   This is the reasoning Mr. Roof gave me, when they stopped the work started to replace molding and gutters, to continue their discussion regarding cause.    Mr. Roof continues to contend they are not obligated to finish work begun or repair damage.  While Mr. Roof verbally offered to pay for the second opinion should the cause be something other than condensation, they refused my request to put the offer in writting.   Fearing further delays may cause more extensive damage to my home during the spring rains, I move forward without cooperation or contribution from Mr. Roof.  Shamefully, as of this writting, Mr. Roof has even refuse to answer my Questions.  It is perplexing Mr. Roof has claimed my proactive course of action, as their resolve to my Revdex.com complaint.  They continue to do nothing. via email, Mr. Roof was twice invited to today's exterior roof inspection, and did not attend.
Regards,
Denise Weatherford

Able Roof has and will always stand behind the products we install and the workmanship of installing those products.  We have been out several times to explain the windows are functioning as the manufacture intended.  The window manufacture representative, Able representative and the...

installer have all been to the customers house only to find the same occurrence, the windows are forming condensation on the outside of the glass not the inside.  We have dropped off literature to the customer regarding this occurrence which states the windows are performing properly.  If this was an install or product issue Able would have already remedy the situation.  we have provided some information on this occurrence below.  You mention there is a window sticking and hard to open – this is the first mention of this issue.  We would be happy to schedule a time to look at the window. Question: We have a new home with low-e glass, double hung, vinyl windows. We have several walls of windows and noticed that some of the windows form condensation on the outside in the early morning. Why does condensation form e.g. on 4 out of 10 window sections on the same wall in the same area? This wall has a southwest exposure. At the same time, the windows in the living room (opposite side of house)consists of 9 sections with 3 having condensation on the outside. In total, on the first floor, we have 33 window sections with 16 having condensation on the outside. This happens on all sides of the house. The top window section might be dry and the bottom of the same window will be wet. On an adjacent window it will be the opposite or no condensation at all. The inside air temperature is 77 degrees (AC is on and twin dehumidifiers running in the basement which is 2300 square feet). The outside temperature is 71 degrees. If anyone has any answers, I would appreciate it. The window manufacturer suggested that the areas around the windows were not caulked or insulated very well. I can assure you that they are all caulked. I don't know about the insulation. Answer: Condensation forms on an object when that objects surface temperature goes below the dew point. The dew point is defined as the temperature where the air is 100% saturated with moisture - or where the air is at 100% relative humidity. Your windows are have condensation because the surface of the window is below the dew point. Based on the temperatures you mentioned, I suspect that the air is carrying quite a bit of water. This is NOT a bad thing. What is happening on those windows with the condensation is that the window is performing exactly as designed...It is blocking the heat from in your home (77 degrees) from reaching the outside of your home (71 degrees) thus allowing the outside windows to be cooler than the morning dew point. Exterior condensation on energy efficient windows is quite common and it is perfectly normal. But, the next obvious question is why don't ALL the windows have condensation? Whether or not a window develops exterior condensation is actually a rather complex bit of environmental and performance issues. For example, you are much less likely to develop condensation on a cloudy night. Any trees or other obstructions close to the windows? Bushes under the windows? Even the length and angle of the soffit or other overhangs can affect the formation of condensation. It is also possible that those windows that have not condensate have some energy leakage going on that is warming the exterior of the glass to a temperature above the dew point. If that is the case, it could be a very minor "leakage" that might raise the temp just a tiny amount; just enough to avoid the formation of the condensation. A tiny change in either temperature or humidity might raise or lower the dew point just a little bit and you might see a whole different level of condensation. Anyway, that was really long, but the ultimate result (again) is that condensation forming on the exterior of energy efficient windows is quite normal and nothing to worry about.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Ms. [redacted] has arranged for an electrician to come fix the problem next Friday October 13th. I told her that once the problem was fixed I would be happy to inform Revdex.com of this. Incidentally, I do not believe I "overstepped myself".  Had the project manager gotten back to me as promised on multiple occassions I would not have had tp contact Ms. C** and subsequently the Revdex.com.  I also, immediately corrected the email address and resent to Ms. C**.

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]

Our general manager met with the home homeowner and is currently waiting on him to get back to us with a quote so we can resolve issues.

Mr. Roof regrets the misunderstanding. The algae that is now
growing on the 8 year algae resistant shingle is spread from airborne spores.
Airborne gloeocapse spores can travel as far as 26 miles, any much further
depending on the temperature and weather patterns. The aerial enclosed photo
shows the small forest behind the home. This proximity of vegetation, the
numerous amount of neighbors in the subdivision with similar issues, the shade
patterns of the home, and the eastern united states weather patterns have all
contributed to this concern.
 
In an effort to eliminate any ill will and make the
homeowner feel more comfortable. Mr. Roof offers the following resolution. If a
reputable third party algae company isn’t able to remove the algae and finds
that the customer is right and there is a material issue. Mr. Roof will double
the money spent to hire this company and replace any defective shingles. If Mr.
Roof is correct and the algae comes off, the customer will alert the B.B.B.
that the accusations were incorrect and to please remove their complaint.

First and foremost, thanks for reaching out to us and being an Able customer.  There was a time during the process of completing your job in which Able was short material.  This was a bit unforeseen since we used twice the amount of material on the fascia board. The fascia board needed to...

be a two piece approach to complete correctly due to the design of the fascia and exceeding the expectations for our customer.  Therefore additional material needed to be ordered to finish the rake metal wrap and unfortunately the special color of the material needed to be ordered – not available as an in stock item.  Since we had to order a non-stock item more time had passed to complete your job than anticipated.  At the start of every job our customers are assigned a project manager and each job is managed by this person along with providing a quality control inspection at the completion of the job.  Although the project manager tries to keep each and every customer updated by phone, by text, or e-mail, the communication could have been better and we apologize.  To date it is my understanding that the extra material was received and the job is complete.  Please let us know if there is anything else we can help resolve and thank you again for choosing Able Roofing.

Our general manager has arranged a convenient time for the customer next week to meet and review the area on her home and the work we completed.

I am rejecting this response because:I do agree with the one answer, of the reps were at our house more than once but we were not told or given any information about what is wrong with our windows if I had known that these so called best windows ever made were made that you cant see out of I certainly would not had them installed.I just want windows that I can see out of with a warranty,and yes  when the reps were here I showed them the window in the kitchen that was getting hard to open at that time.
Regards,
[redacted]

Customer service is a high priority for Mr. Roof and we didn’t realize our customer was trying to reach us. The calls were going to an employee cell phone and not our office line. We did fail to properly communicate with this customer until the Revdex.com communication advised us there was an issue. We...

contacted the customer immediately this morning to schedule a technician to their home. Our customer didn’t realize there was a ventilation change on the contract to exchange a solar powered attic van for the existing  box type vents on the home. The customer will also communicate with the Revdex.com and add additional comments to their original communication. We appreciate the Revdex.com’s assistance and apologize to our customer for the inconvenience.

We are working diligently to take care of this customers needs.

I'm very confused as to the complaint. The industry standard for blown off shingles after a storm is a $500 tarp which insurance company's cover without a question. When it comes to repairs, Mr. Roof like most roofing company's follows standardized established insurance pricing for any storm...

repairs. So not only did Mr. Roof not charge a tarping fee, the repair in question is actually below the standardize insurance storm work pricing and was done on the spot for the agreed on lower price.   It should be noted Michigan just had the largest wind storm in a 100 years and our crews are working 7 days a week trying to accommodate homeowners that are missing shingles and having leaks. So knowing that every roofing company in the state is overwhelmed with work and the fact we charged below established pricing shows the homeowner was not taken advantage of. To reiterate, paying money out of your own pocket is never a pleasant thing but this homeowner was treated fairly and this claim should be removed.