PricewaterhouseCoopers, LLP

While we apologize that there are some items to be corrected it is and has certainly been on the top of our list to get those items rectified in a timely manner. While our Project Managers oversee multiple jobs in a day, we certainly do not want any of our customers to believe that they are any...

less important than the next. We currently are and have been working on rectifying all of the consumer’s concerns.   While hanging up on a customer is not customary at any point, we cannot allow our employees to be cursed or yelled at when we continually ask for the customer to work with us on a professional level as we do with them. We empathize that the construction process can be an emotional or even stressful time period for any customer; our goal is to make it as painless as possible.   All of the consumer’s issues as previously stated are currently being rectified and we look forward to finishing strong with proper workmanship and customer care.

They have proposed a solution, but have not followed through yet. I am not sure they will within the 10 days either. For example, they we supposed to...

contact me yesterday to schedule the work and they did not.How do I keep this open until they actually follow through? Otherwise they will just delay until the 10 days expire and leave me with the issue.

It is unfortunate for us that this complaint counts against us when in fact the repair was made by Mr. Roof the same day the customer called. Whoever was at her home when we checked in after the repair was completed didn’t communicate to the customer that we had been there and completed the work...

that same day. Note that it was on March 9th, 2017 that the homeowner called us to report some shingles had blown off her home from the resent storm. At 2:31 that same day our field manager stopped by her home, took a picture of the area with the missing shingles then proceeded to make the necessary repair, then reported to the people that were home at the time that the repair was complete. We emailed the pictures to the customer and received an email back thanking us for the proof and letting us know that she would send us a copy of the report she is to receive from an independent inspector she hired.

I am rejecting this response because:It is not a true account of the facts.  They did not cancel on my verbal request until after they informed me that they would not schedule or even tentatively schedule a date for the work for which I had already received a written estimate and paid a deposit.  The unacceptable reason I was given for this shabby treatment is that they did not want to come to my area unless there was more than one job to do because it was too far away.  I question why they did not tell me this before they wrote an estimate and took a payment?They did not make any effort to return my deposit until after I filed a complaint on May 16, 2016.  Note that the credit card refund slip is dated May 17, 2016.  I did not refer to anybody as a thief, I simply stated that if they did not return my deposit I was going to report that as theft.  There is no slander in any factual statement I have made, nor any libel.  The assertion I received from them that they intend to take "legal action" is certainly welcome if they feel that there is some way that they can show the reckless disregard for the truth necessary to sustain such an accusation.I have sustained financial damages as worse water damage occurred while trying to contact them and trying to get them to honor the one day Guarantee they specify in their advertisements.  Simply returning my deposit only after a complaint is not sufficient, compensation for the damage caused by their failure to honor an agreement and a supposed guarantee will also be required.
Regards,
[redacted]

From: [redacted] Sent: Tuesday, September 13, 2016 8:01 AMTo: [redacted]Subject: Mr. Roof ComplaintComplaint ID: [redacted] Hello: I was informed that my issues was closed by the Revdex.com, and I called and was told that I could still reply to the issue. There is no reply issue button so I am Emailing. I have been very busy and did not have a chance to respond. For that I am sorry. My response is as follows:I am growing tired of the lies that Mr. Roof has put in their narrative. To start I was told that I have a Roof leak. That has not been disputed once in any of the documentation. I had their man come out to my home and tell me this. This is a Fact. I bough their roof and they now refuse to stand behind their work and diagnosis. Per their advertising they are the "roofing experts". What is a Lay person to think if they are told they need a new roof by the Roofing experts? They have not produced Jim at any point in time to say one way of the other if this is true. As far as I can tell that reeks of coverup. I also had My salesman Jim E[redacted] tell me that if I gave him the name of my neighbor she would get a $100 check from Mr. Roof. I did so. This never happened. I had to call and take care of this myself. I was rather irate about this, but I let it slide.This last message is just rife with inaccuracies. They have come out 1 time ONCE, not the several that they have stated. They also say in one communication that they "want to make this right", and in the last response that "they understand the frustrations of the customer" I absolutely disagree if they would like me to agree then I will suggest my final counter offer later in the message, then and only then would they truly understand my frustration. I would also ask Mr. Roof the following it there was any question I mean even 1% chance that my original issue was not a roofing issue where is all this technology that they now offer to me to prove it was roofing in nature. There was 0 discussion prior to me purchasing this roofing system of a condensation issue or that I have a roof that is essentially designed to leak as they contend. I already have a large ceiling fan, so as far as I can tell their notion that they are correct is preposterous. I had their man come out to my home and tell me I needed a new roof. I contend that my original issue was not a roofing issue and that they sold me a roof under false pretenses. I mean I did my part. They got paid and now they are not living up to their end. This is pretty cut and dried in my estimation.The Skylight is also warrantied with the roof. This was covered prior to purchase and with the office shortly after purchase. Any issues is theirs to solve, not mine. I specifically went with Mr. Roof as they were the only company to offer that guarantee. I have NOT had someone come inspect the work. I refuse to allow someone being paid by Mr. Roof to do so as I do not trust they would have anyone but Mr. Roof's interests to protect. As I have already stated they do not have the best track record for telling the truth. Now the Revdex.com has an opportunity to strike a blow for justice. If the tagline for the Revdex.com is "start with trust" then I can see that this has not happened at any point in time here. Again all I am asking for is what is fair. My counter is the following. I expect a $9,000 billing adjustment for the roof that I did not need, to be clear $9,000 cash. This is the minimum that I will accept as I have spent SEVERAL hours on this, hired an attorney, contacted the Revdex.com, put together documentation, paid interest on a loan, cleaned up 4 leaks, had to buty a new couch, contacted the State Attorney General Office, and the State licensing board. Now if Mr. Roof agrees then I will do 2 things. I will no longer pursue any further action. It would all end today, and I would amicably close this case with the Revdex.com. I would also give up the warranty. Essentially we go our separate ways, and never need to contact each other again. If there is any further action by the state or licensing board I would be willing to communicate that the matter is closed. [redacted]Cell: ###-###-####

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.

Having the roof inspected is there job not my.  If they would have put a permit the city of Detroit would have sent a inspector to do the inspection.    
Regards,
[redacted]

Enclosed is the only contact Able Roof  Mr. Roof Contractors Inc., has made since the work has been finished. As I stated in my previous letter, the statement was false and untrue, no one has contacted me.Their advertisement is very untrue, about someone checking out work after it has been completed.I did pay the bill so I kept my terms. Also enclosed I a paper where they put blocks of wood all over the attic of my house.  I do not know what the blocks of wood was for because I had no communication with the first crew that installed the roof. They did not speak English, and I do not speak Spanish. The second crew I was not even told they were coming. Carla customer service lady, said of course that was their policy, not to give you a date.I wish now I had ask for credentials. Enclosed is the bill paid in full, and a paper where they put blocks of wood all over the attic from the inside.I feel that Able  Roof Mr. Roof Contractors Inc. need to educate their business to be more honest with their customers. I have a lot of damange on my ceilings , and I should have been informed that the problem was not the roof, but inside is enclosed where the roof started leaking in 1 months after installing, the roof invoice proves, they had to put wood inside attic, so apparently it was roof leaking.I received your most recent letter from Able Roofing, Mr. Roof Contractors Inc. I do not agree with their response. I did respond on 02-02-2017.  The only response I received from the Co.s was receiving a bill, which I paid in full. There were no phone call, nor any messages on 1-03-2017, it is a false statement. Enclosed you will see I told the truth about roof leaking before one month of installing new roof.
[redacted]

As previous stated, Mr. Roof can only warrant roofing areas that we installed. Additionally, no shingle roofing system installed by anyone can prevent water infiltration from ice dams.

We offered coming out to look at the vent again however customer already hired another company to come in and replace the vents. At this time there is nothing more we can do. We did have a good conversation and the customer will call if there is anything else in the future they may need he will call...

us directly.

Mrs.  [redacted] did have problems with
her roof, some have been warranty related & some have not. Because the
[redacted]’s did purchase a roof with a lifetime warranty we have been out every time
they have requested to address any issue related to the roof we installed. In
fact because the...

[redacted]’s had multiple issues on the back section of their roof,
though we do not agree that 20 is an accurate number, we replaced the entire
back slope of the residence on 10/01/2014 including new vents, flashings &
underlayment to ensure there would be no further issue & that the roof
would meet our quality standards. Mrs. [redacted] is correct that we are not licensed
pipe fitters or HVAC installers & as a result cannot replace or HVAC pipes,
this is contractually not a warranty issue but rather a preexisting mechanical
issue with the home. The [redacted]’s other issue is related to a preexisting metal
roof which we did not install but have attempted to address for them by
installing an oversized flashing over the area where the preexisting roof was
leaking. We also agreed to paint the interior on this area once it was confirmed
that the issue causing the leak had been resolved, it was agreed by both
parties that this would be a process of waiting with no immediate action. Since
that time the Project Manager Ryan Chavez has contacted the [redacted]’s but has not
received confirmation that they were ready for us to perform this paint. All
work performed to date beyond the contract amount has been free of charge, both
warranty & non warranty related. Every time we have been contacted by the
[redacted]’s we have responded & addressed including replacing ½ of the roof
completely. Therefore we do not feel that a refund for their roof is
reasonable. However we are willing to honor our statements & paint the area
of the interior where we said we would. We will also continue to honor our warranty
on this project. If the [redacted]’s are no longer interested in having us perform
their interior work we will be willing to offer them $350.00 to use a
contractor of their choosing however a release of our obligation to address
this issue will be required.

I do not want anyone reviewing the business to think it was resolved in an acceptable manner.  The case can be closed, but this was totally unacceptable and I don't feel they were sincere in their apology.  I have attached a scan of my handwritten notes from start to finish.  There are a few images attached as well. I wanted to add many more, but it only allows 4 attachments.
Regards,
[redacted]

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

The issue was that Mr. Roof cut the trim back too far and left a bad jagged uneven edge which was very noticeable on the garage and the house. Mr. Roof did come out and repair it after the complaint was issued not before the complaint. We made the complaint because we were told they were not going to fix the trim. We the owners had to pay for the material (trim) Mr. Roof did not pay for it. The trim was repaired at our expense. The worker was very pleasant and understood the complaint he agreed it should not have been left like that. The Salesman gave us a price that was to be paid by check or charge. The down payment was received on the credit card with no extra charge. We were never told there was an extra charge to pay the balance on the credit card. If we would have been told we would have paid the balance by check. We are satisfied with the repair of the trim - unfortunately we had to incur the cost for the material to have it fixed. Thank you for the quick response.