PricewaterhouseCoopers, LLP

On 1-12-16 we entered a contract with the customer to repair
missing shingles on his roof for the sum of $485.00. The contract states that
we would remove and replace Architectural shingle (with damage) on right
elevation slope (top-mid) up to 8 shingles and felt. We informed the
customer...

that our minimum charge is $425 and that we were charging $485 because
of the steep pitch of his roof. The
customer agreed with the quote and signed his contract.
On 2-1-16 we performed the work per contract.  We ended up using two shingles, some
underlayment, and one tube of sealer. The two shingles were used to replace the
ones that were damaged, and the sealant was used to seal any loose shingles in
the surrounding area. The customer was not pleased that we only had to use 2
shingles because his contract clearly states that we would replace up to 8
shingles.
Shortly after the job was completed the customer contacted
our office to express his frustration with what had transpired. We explained to
him that we performed the work per his contract, but agreed to go ahead and
issue him a credit of $60 to reduce the contract amount to our minimum charge.
We performed the work exactly to the specifications written
within the contract and have provided a credit to the customer.

Customer satisfaction is very important to Able Roofing. A
few months back we had previously provided a small repair to an existing roof on
this customer’s home and solved her problem. Unfortunately, due to
deterioration and improper installation of the existing roof which was
installed by...

another company prior to the customer taking ownership of the
home, the roof has developed more leaks. Our service manager reached out to her,
arranged to meet and inspect the roof for the root of the problem, and then made
several repairs to areas with exposed nails. 
He took pictures to better explain the problems that were occurring so
she would have a better understanding should more leaks develop over time until
she decides to replace the existing roof.

Again, We apologize if Ms. [redacted] believes that she was treated in any manner other than a professional one, however the staff at Mr. Roof has done everything we can to help her in a frustrating situation not caused by us, and instead educate her on the maintenance that needs to be kept up with on her home and help her in making educated decisions that will work best for her home, her budget and her peace of mind.

Enclosed are the photos of the
flat roof in question.  These photos have been reviewed and approved by
the manufacturer of the product and inspected by the building department. We
agree that putting a flat overhang ledge across the front of the house isn’t a
pretty site and not very...

appealing from the ground, but on a flat roof the seam
of the product has to overlap itself to seal. Mr. Roof did not design the
structure on this home and can only do what’s physically possible. The new roofing system
was installed correctly and has stopped the water from penetrating the
structure. It should be noted that when we removed the old gutters from that
area it was discovered that the wood behind them had completely disintegrated
and disappeared.  As a courtesy and not
in our scope of work, the fascia was wrapped in aluminum at no charge to close
off the gaps.

On August 3, 2015 Mr. Roof was contracted to replace the roof not noted in the consumer’s complaint, but at [redacted]. Our estimator noted that three sheets of decking would be included at no charge to the customer if needed to be replaced. Mr Roof replaced a total of...

seven sheets of decking. There was nothing on the contract or Pre-start checklist which the customer signed about any structural repairs.   Should structural repairs be needed, the customer did sign that he understood that would also be an additional charge (Pre-Start checklist item # 14). When the roof was replaced, there were no structural issues in terms of rotted rafters or trusses and therefore would not have been replaced. What the customer is referring to are the “wings” on either side of the main home. These are small strips of roof that are aesthetic overhangs. Over time these “wings” have a tendency of sagging simply because they are non-structural and not cantilevered into the home itself. As there was nothing written or expressed on the contract about replacing them or re-building them, and they were not rotted due to insect, water damage, etc. there was no reason to complete unnecessary work.   Mr. Roof conducted its own inspection as we do with 100% of our roof installs and it was determined that the replacement was within all compliance and install standards and passed inspection. In terms of the municipalities inspecting the roof work, it is rare that a city will come out and actually inspect a roof replacement on a residential home beyond a visual confirmation that it has been replaced. Mr Roof has no authority over any municipality’s standard operating procedure in terms of inspection processes.   Just over 1 year later, the customer called in to report a leak in the rear addition. Mr Roof dispatched technicians to diagnose. It was found that the roof was installed properly; however there were two box vents on the low slope area that were allowing water to enter the structure. Mr Roof decided to eliminate these vents and replace the area entirely to ensure there would be no further issues in the future. There was no charge to the customer for this either.   We apologize if there was any miscommunication between our representatives and Mr. [redacted]; however we completed the scope of work per the contract as it was written and by all industry and code standards. If Mr. [redacted] would like Mr. Roof to provide a bid to remove and replace the “wings” on either side of his home, we would be happy to do so. This was offered to him when he called to report the first and only leak in 2016.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]  I am still waiting for them to complete work, repairing the leaking room.  It looks like we have another leaking in different room.  I am still waiting for them to reschedule the time, they are supposed to come here today but I don't know what time and will they show up???

I am rejecting this response because:  it does not address the complaint.  I was explicitly told that all the workers who came to my house  were screened and were legally allowed to work in the U.S. Brandon R[redacted]  keep asking , "well how does them being illegal affect their work"?  I would not have hired them if John R[redacted] had not promised up and down that their workers were legal and insured. Now they claim to know nothing about either. 
Scott H[redacted] and Katie  came out and said Able is abiding by the law because the sub contractor they hired is insured .  When I tell them that I was assured that everyone who would come out would be a legal worker and insured, Scott and Katie kept telling me that Able Roofing had any injury covered because they knew the subcontractor was insured. I kept repeating that I was assured that the workers- ALL of them-- would be legal and insured.  Scott and Katie told me that they had no way of knowing about all of the workers hired by subcontractors.  Katie stressed that she knew the crew that was at my house and that they never had any problems with them
I said so what?  You have never verified their identity or legal status. You could work with someone every day for years and they could still be illegal.  I was assured that all the workers that came to my house would be insured and legal.  You don't even know for sure who they even are. Desired Outcome. I want to know all the names of the men who Able Roofing sent to my house , proof of their identity and  verification that they can legally work in the  U.S. through E-Verify.                                 
[redacted]

Enclosed is evidence of water leaks since roof was installed by Mr. Roof in 2009.  Also evidence where I was told by Chris J[redacted], contractor for Mr. Roof that work done would stop the leaks, but it was nothing but false statements.[redacted]Mr. Roof has destroyed my house.

The original complaint stated
that the shingles we installed 8 years ago are defective and we wouldn’t stand
behind them. Upon our inspection prior to the complaint and afterwards we
explained several times in detail that the shingle were not defective and that
they needed to be cleaned. The customer insisted that we were wrong and that
wasn’t the problem and still insisted the shingles were defective.  As a
courtesy we offered for them to have the shingles cleaned and if that didn’t
correct the problem we would double the money they spent and replace the
shingles in question. Now their claiming we lied to them and had them replace a
roofing system that just needed to be cleaned. (It should be noted that when the
customer set the appointment 8 years ago they stated that they had lived in the
house 12 years and the shingles were there when they bought the house, but at
that time they were in good condition.)
 
Mr. Roof has taken the extreme
high road considering the many slanderous comments made by the homeowner. At some
point the homeowner must consider that cleaning an 8 year old roof next to a
forest is not covered under the warranty and is considered part of normal
maintenance.

We regret that the homeowner
didn’t reach out to our customer service department or management earlier. We
spoke with the homeowner prior to this complaint and agreed to issue a courtesy
settlement check that was mail on October 16th. The check was not
received by the homeowner. Upon...

learning the check was not received via the Revdex.com
complaint, we issued a stop payment on the old check  and a new check was issued.
 
Enclosed is a photo of the
bathroom fan that wasn’t connected to the rafter or rotted away from it over
time.

Since installing this customer’s roof in 2009 we have been called out a number of times for various leak issues, however some have been attributed to a leaking window, rotted trim below the roof line, open holes along the siding from being face nailed, etc. The latest call in 2016 placed to Mr Roof...

for a leak issue resulted in a service tech being dispatched first to the home and the service call fee being waved as the work completed is out of warranty; the technician did not complete any work because he did not find any issues with the roof. On December 6th, the customer placed a call to the office and was transferred to the [redacted] and a message was left. The [redacted] first had the [redacted] Manager reach out and then followed up with a call on December 8th, 2016 and left a message. Our [redacted] Manager went out after the technician (Dec. 7th) to investigate further. Upon his inspection he found multiple issues happening, none of them coming from the roof. The home had multiple rotted fascia board areas along the gable and gutter line, and the gutter had been caulked to the fascia board allowing water to easily penetrate the interior of the home. Photo documentation of both the exterior and interior were taken and shown to the customer to help explain this. As well, further underlying issues included condensation due to ventilation and insulation issues in the attic space as the weather was clear that day, and all of the nail tips on the underside of the decking had frost and rust on them, as a clear indicator of condensation building in the attic space. Therefore the water spots along various exterior lying walls are actually coming from the attic space. The customer was informed of this at the time of the inspection and agreed to the findings.  The customer then signed a contract to minimally replace some of the fascia board and gutter as this was all they were willing to take care of at this time (December 8th). It was written on the contract the roof was not causing the leak, and a basic figure for two small siding sections in the gables was provided as well on this estimate. The customer signed this contract in agreement to our findings and approved the repair work of gutters and fascia to be completed. This work was completed December 19th, 2016, and the [redacted] Manager called after the holidays to follow up with the customer on the work completed on January 3rd 2017. To date, no return call has been placed.  We apologize if Ms. [redacted] believes that she was treated in any manner other than a professional one, however the staff at Mr Roof has done everything we can to help her in a frustrating situation not caused by us, and instead educate her on the maintenance that needs to be kept up with on her home and help her in making educated decisions that will work best for her home, her budget and her peace of mind.  The latest contract and some photos are attached from the December 7th meeting.

In reply to Mr. Roof response to my compliant, it is a
disgrace, shame, humiliating, and a dishonor to me as a customer when Mr. Roof
openly admits that the work in which they have completed on my property isn’t a
pretty site and not very appealing from the ground. It also adds further injury
by making the statement that they did not design the structure on the home and
can only do what’s physically possible yet they stopped the water from
penetrating the structure.
 
Since Mr. Roof knew that the job they were under
taking could not have been done properly by them they should have declined to do
the job. What consumer would paid $12.500.00 and accept such a ridicules response
as this. I have been trying to get this problem resolved for almost a year now
and will not tolerate this any longer.
 
I notice that Mr. Roof stated that they had reviewed the
photos and they had been approved by the manufacturer of the product and
inspected by the building department. Also indicating and affirming that the seam
of the product has to overlap itself to seal. Which brings up my issue the seams are not sealing and are buckling.
 
It should also be noted that Mr. Roof had been
contacted by me in regards to the gutters which they installed, leaking water from
the seams and not being fitted properly up to the edge of the overhang, which
would have provided a more appealing structurer look. Also their service man on
another occasion had to come and use a hot gun torch to seal down the roofing
material, which is now bucking and loose.    
 
Mr. Roof stated that when they removed the old gutters
from that area it was discovered that the wood behind them had completely
disintegrated and disappeared.  As a
courtesy and not in our scope of work, the fascia was wrapped in aluminum at no
charge to close off the gaps. In response to this so called courtesy work statement
which is false, I had paid for several feet of new replacement wood, gutter
replacement and work and have the receipts to prove it. Also the sales agent informed
me that this work would be completed, I was charged an additional charge for
that on my final bill which has been paid in full.
 
Again here we have Mr. Roof stating that a part of the
work they completed was not in their scope of work, if Mr. Roof knew this then why
would they take on a project/job and do a second-rate, sloppy job, and bad
looking job improperly. What they should have done was sub contract (which they
do on a regular basis) to someone who works on flat roofing repair. Mr. Roof
used an enormous amount of caulk to seal the large gaps which they created which
will eventually need waterproofing, sealing and caulking due to the improper
use of caulk to fill large gaps/areas.   
 
Mr.. Roof has totally drop the ball on properly
installing gutters and roofing to my flat roof. Also if they had of rolled out
the roofing material in one long piece instead of cutting it to save corners on
material cost there would be no need for seams in the roofing material.
 
Let’s use for example that you needed to repair the
right front fender of your car due to an accident. You take it to a body shop which
returns your car to you with a different make and model fender along with a
different paint color from the rest of the car. What customer won’t complain
that the work they paid for was not done properly or professionally, yet
instead the body shop response was, “Well we did what was physically possible”,
therefore not taking any ownership in the bad work done or repairing it.
 
All a consumer/customer pays for and wants is to find
a company that does good work when hired and stands by this. And when there is a
problem be able to admit it and repair the problem especially when it is done incorrectly,
looks bad or does not fit the aesthetics of the home. To take advantage of a
customer is wrong, fully knowing the works looks bad. Who pays $12,500.00 for
something that is done or looks awful or in their words, “isn’t a pretty site
and not very appealing” This matter and issue has not been agreed upon nor settled
or resolved. Further action must be and will be taken if not resolved or
settled.
 
A total refund is demanded or a total redo tear off of
the flat roof along with the gutters which would not leak, fit properly, and be
aesthetically correct to the home, roofing lay flat
 
(See attached Photos)

It is completely untrue that this matter is “currently being handled by attorneys through arbitration per the contract signed by both parties. My previous skylight where completely untampered with and were in their original form. The interior molding was customized, hand milled and stained to match the rest of the extensive molding in my home.  When I had other windows and door walls in my home replaced, the installers did not indiscriminately rip out the old widows leaving me with an interior mess.  They removed the interior molding and then put it back in place.  A skylight is a type of window and Mr. Roof also sells regular home window installation.  Do they rip out customers windows from the outside, leaving the customer with an unsightly mess on the interior? Upon, contracting Mr. Roof to install new skylights I did not know the molding was affixed to the skylights.  I had no further expectation of interior work, than it would be handled like any other window replacement. When I saw the roofers attempting to rip out the molding from the outside.   My sole purpose was to save the hand milled trim from destruction, not to stop the roofing.  The assertion that all roofing need to come to a stop, is a dramatic over statement.  I expected the roofers would take the extra few minutes to carefully pull off the interior molding, as is typical of a window installation.  It was Mr. E[redacted] who made the determination that Mr. Roof could easier replace the molding at a later date.   Later, when E[redacted] examined to situation closely, he worried about replacing the milled and stained molding exactly, and I agreed to a simple stock molding that they could be paint white to match the skylights, if he preferred. It is true Mr. Roof sent people to examine the problem on 3 occasions.  Each time leaving without a firm diagnoses or a plan.  Each time telling me they would discuss their findings with the boss and get back to me with the plan.  This never happened, as time proceeded; clear drips, turned to dirty drips, and drywall tape pealing and water stains appeared on the ceiling.  It was one year after reporting the dripping and 6 months after the last inspection, I finally received the diagnosis of” interior condensation”.  Saying they have completed the work and demanding payment in full.  Mr. Roof has completely disregarded the promised interior molding replacement, having only done one of the 3 skylights, left incomplete.  It is untrue that it doesn’t leak during a rainstorm! The fact that Mr. Roof has details of the problem entirely wrong is proof; they do not have a grasp of the issue at hand. It is only during extended rainstorms that water became visible.  It was severe and extensive rainstorms for several days after install that originally compelled me to report the problem to Mr. Roof.  It does not leak in winter when there is no rain.  Damage does not increase during every rainstorm and it is impossible for me to determine the severity and wind direction that causes the slowly growing water damage.  While my layman’s observation leads me to believe the small leaks are between the roof and the skylights, I have always been willing to concede to Mr. Roofs expert opinion.  I have no need to combat their opinions, with a third party, I have merely pointed out what I have observed and the ridiculous run around I have been put through to get this job finished. Mr. Roof needs to professionally replace, and paint (or stain) the molding, as agreed to on install day.  Mr. Roof will be paid the remainder, and my warranty will handle future leaks and water damage if they are wrong.

It was unfortunate that this customer originally sent an email to the wrong email address of our national customer service manager; therefore it was not received in a timely manner for us to look into the matter regarding a break in the connection of electricity to her ceiling fan. In addition she...

also did not allow enough time for our project manager to get with his supervisor to discuss the issue and schedule a fix before filing this complaint. We have now been in contact with our customer and will be arranging for a certified electrician to go out to her home to fix the issue to restore power to her ceiling fan. The customer stated to our general manager that she will correct her response with the Revdex.com to indicate that she had “overstepped herself” in prematurely filing a Revdex.com complaint before allowing us ample time to take care of her issue regarding the loss of power to her ceiling fan.  We at Mr. Roof are dedicated to providing the best products and service to our customers and we stand behind our work and our warranties.

Customer satisfaction is important to us at Mr. Roof. We arranged
to meet with the customer, agreed that there was a small piece of exposed wood which
we removed and installed siding in the area.  The customer is happy with the solution and
appreciative of our quick response.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Mr. Roof's policy is to never hold our customers to a contract even after their cancelation period has past and to return their deposit money within 10 days. We promptly cancelled Mr. [redacted]’s job at his verbal request, communicated and processed his credit per our policy. His comments that we are...

“thieves” is very slanderous and absolutely not true.

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 9/24.
Regards,
[redacted]

I am rejecting this response because:Several points here. I have less than 0 reason to have another Mr. Roof Lackey come to my home with only their interests to protect. They have proven nothing to me other than their complete ability to botch a job from start to finish. They are lying here. Plain and simple, just like I said they did when they told me I needed a new roof. I bought the Skylight that I was told to buy by their MAN, Jim E[redacted] and I can prove it with my Text Messages from Verizon. I have maintained through out this process that they have misdiagnosed my issue and are now being evasive so that they are covered. They have done nothing but lie to me from the beginning. It is my sincere hope that the good people at the Revdex.com can see through all their deceitful tactics and protect the consumer here. I am the victim here. As far as I can see there is only 1 course of action left, the resolution I outlined in my original complaint. In the Interim I think that their "A+" certification should be pulled as their are not in any way, shape, or form representing the values that the Revdex.com stands for and I do not want another family to fall prey to this extremely corrupt corporation.
Regards,
[redacted]

We reviewed the request and documentation from our customer immediately upon receiving it. We are always empathetic when a homeowner has interior damage and we always honor our warranty which was 5 years in this instance. Hidden and unforeseen situations beyond our work unfortunately cause damages...

sometimes and this was the situation here. We made our decision as to the cause of the damage from the photos provided to us from a third party contractor after their work was performed. Based on those photos it was very clear that the water that damaged the floor was coming from the patio door and siding that had been installed without a vapor barrier, Tyvek tape and proper flashings. Our roof was not the cause of the leak and has been protecting this home for 7+ years.  Note: Attached is a letter sent to our customer in August 2016 from our GM.