Professional Roofing & Exteriors

Initial Business Response / [redacted] (1000, 9, 2015/11/14) */ Our company is honoring our contractThe homeowner wants us to complete the work for less than our cost which is what insurance has paidHer insurance company really shorted her on her claim and we have been working to fix this for her We are happy to complete the work and install our full roof system with the extended warranty once here insurance pays anything close to what they owe her We will continue to work on her behalf to accomplish this for her Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent an e-mail to the owner asking about the dollar difference in the different amount of estimates I received from his companyTie figure amounts differ from each otherI have asked him to refund my money to which he responded that I will be charged a 20% cancellation fee, which I think is unfair due to the time it has taken for my roof to be replaced and is still notI have asked him to provide me with a date that I will be put on the schedule and to confirm his response to my last e-mail regarding the difference in the amounts of the invoices, but as of today, he has not respondedI am aware that he is out of town until the 30th of November Final Business Response / [redacted] (4000, 13, 2015/12/01) */ We have responded to the customer separate times in the last weeks answering her questions, sending documentation and detailsWe have gone to great lengths to help the customer understand the numbers on this job and their claim Their insurance company did not pay for many items required by code and to properly install her roofWe have detailed these items to the insurance company and have worked on behalf of our customer to have these items taken care of Our company already has significant time and expense into the jobWe have encouraged the customer to allow us to complete our work properly including getting these items covered as per our contractIf she wishes to cancel we let her know she can do so but must pay the cancellation fee to compensate our company for these expensesOur fee is reasonable and we even offered to reduce it for her We don't want to see the customer lose in this situation and have encouraged her to contact the insurance company as well, to encourage them to pay for the code items we are required to install and for which she has coverageThat is the only thing holding up her job

This complaint is not validOur company has completed the full amount of work ordered by our customer as per the attached signed order and invoiceThe customer had requested and signed for us to replace lineal feet of damaged fascia and square feet of damaged soffit which is exactly what we didDuring the installation they also requested we replace an additional square feet of soffit at their entrance which we also completedHad they asked us to replace all of the soffit and fascia either before or while we were onsite our company would have been happy to.The customer waited until they received their invoice and then indicated they wanted us to replace more and are not going to pay us until we doWe let the customer know we are happy to perform additional work for them but first must be paid for the work that was completed over a month ago.Our company has done nothing wrong and the customer had no complaint with the quality of our workWe would like to be paid for the work completedOnce we receive payment we can schedule future work for the customer

Initial Business Response / [redacted] (1000, 6, 2015/12/05) */ Our company did not just provide this customer an estimate but worked on her behalf with her insurance company meeting and negotiating with them for herWe provided over hours of service and incurred direct costs assisting [redacted] with her insurance claim and manufacturer warranty claimWe did this work based on her confirming we would be installing her roof for herI let the client know my hourly consulting fee is $per hour if she wanted to pay for the time spent working on her behalf instead of having our company do the work The customer decided to keep the extra $33,I directly obtained for herShe would not have received this in any way without our direct effortsThis customer was unjustly enriched by our efforts and has made no attempt to compensate us for the work we didWe billed her for the time and expenses incurred

This complaint is not validOur company has completed the full amount of work ordered by our customer as per the attached signed order and invoiceThe customer had requested and signed for us to replace lineal feet of damaged fascia and square feet of damaged soffit which is exactly what we didDuring the installation they also requested we replace an additional square feet of soffit at their entrance which we also completedHad they asked us to replace all of the soffit and fascia either before or while we were onsite our company would have been happy to.The customer waited until they received their invoice and then indicated they wanted us to replace more and are not going to pay us until we doWe let the customer know we are happy to perform additional work for them but first must be paid for the work that was completed over a month ago.Our company has? done nothing wrong and the customer had no complaint with the quality of our workWe would like to be paid for the work completedOnce we receive payment we can schedule future work for the customer.? ?

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ We require the proper amount from insurance to complete this work as they are well short of our actual costThere are no monies to be refunded, as the actual costs incurred to this point are higher than what has been paid or agreed to by insurance Once the proper amounts are agreed to, the balance of work can be completed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point, I'm being held hostage from Professional Roofing as myself and my insurance company have reached out to them in an attempt to resolve any variances Professional roofing has not supplied the necessary supplemental information with my insurance company and has stated multiple times over the past several months that they have or are working on it There response doesn't answer my core questions as to when this will be completed? We can certainly move forward with arbitration on this topic as I have many documented attempts to get status on completion of this job This is Professional Roofing issue and mess upnot an issue with me, my job or my insurance company They agreed to the amount supplied by the insurance company to cover the cost, they took the check from the insurance company to do the work, they obviously didn't have the right person in place from a sales perspective to estimate correctly, they performed work that was not approved in hopes of getting additional funding, the didn't complete the core work that was promised and paid for, and, they haven't done proper follor supplement requests or communications with me and my insurance company to get the job doneSee attached communications regarding this complaint and answer the following questions 1) Why haven't supplements been supplied? What's the hold up? 2) When is the work going to be finalized? 3) Do you intend on completing my work? 4) why have you not been communicating with me when you promised you would provide weekly updates? 5) Is it your plan to handle appropriately and timely from this point forward or would you prefer to move forward with arbitration? Final Business Response / [redacted] (4000, 9, 2015/11/06) */ Our company has supplied the necessary information to the customers insurance company but have not received the insurance supplement to dateWe have completed more work than what has been paid for by the customer or insurance and need to work out the proper compensation from insurance so we can proceed We are happy to complete the work once it is approved

We have been working with this customer on her windows for almost a year nowThere has been people at our company working to assist her with insurance and the window manufacturersThat includes myself as a manager, the sales rep, our exteriors purchasing person and our lead windows installerIt took our company over months and numerous emails to get insurance to pay for the customers windows as she wants themIn fact I have on file over emails corresponding only on these windowsWe were able to get them approved by insurance at a significant upgrade over what the customer has now as they had the old plain wood windows which are now very hard to getWe have already installed the large window and are waiting on customer approval for the other two.Once we finally got this settled the customer let us know that she wants the windows with tinted glass as the first window does not have itMost windows manufactured now come with Low E but not tinted glass which is special order and a significant upgradeWe worked on this for the customer and were able to get her existing window upgraded to tinted glass and the remaining windows upgraded to matchWe were doing this as it is what he customer wants even though their previous window had just a tinted film applied to the outsideWe have asked the customer to sign the order to the window manufacturer to confirm that is what she wants before we can order the remaining windowsToo date she has not done so and as such we have been unable to order them for herWe have been answering questions for her and are hoping to get this finalized soon.Our company is currently out more than $4,in labor, materials and overhead costsWe would like to complete the work for our customer so they are completeThe windows we have ready to order are much better than what was existing and we already ordered and have the trim to replace the existing trim that was rottedWe are doing the trim for the customer at no additional costIt will take to weeks for the remaining special order windows to be manufactured and right now the only thing we are waiting on is the customers approval to proceedWe have asked the customer to at least pay us for the existing window installed and for the materials and labor if they do not want us to proceed

Initial Business Response /* (1000, 6, 2015/07/15) */
Our company repaired this roof for our customer and we were more than happy to do so as his roof is under our warranty
We have been to this property times to address the ice and water and leak issueWe were originally told it was coming
from a skylight which turned out not to be the problem., We since worked on the area with the leak, added extra ice and water shield and flashing to handle pooling water from heavy rain
We have had a lot of heavy rain since our final repair with no call backs so it must have done the job
We feel bad that the customer filed this complaint as we had been working with himThe customer sent a certified letter to directly to me a day after I left town for weeksHe was rightfully upset I did not respondOf course I did not get the letter until I got back and by then the complaint had been filed and the issues taken care of
We will continue to work with our customer to address any issues that may come up
Initial Consumer Rebuttal /* (3000, 8, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't agree with *** ***Professional Roofing has been insisting it was the sky light, we and *** *** disputed this*** (ProfRoof.) did a tub test and found the origin of the problem, and it was not the sky light
SOLUTION:WHEN CAN WE EXPECT THE FOLLOWING TO BE TAKEN CARE OF: ICE & WATER SHIELDS TO PASS CITY INSPECTION (FAILED X),REPAIR INDOOR DAMAGE (WALLS, CIELING, FLOOR) AND PAY *** *** FOR WORK PERFORMED
Final Consumer Response /* (4200, 18, 2015/07/30) */
Wed7-29-- In response to ProfRoof., as we have stated so many times, our first attempt when we experienced the leak in the breakfast room on 5-10-15, was to contact ProfRoofWe were unable to reach anybody including the emergency number and nobody called us backWe contacted *** *** in *** *** Their fast response and intervention kept mold and further damage from occurringWe contacted ProfRoofat the end of the week-end
*** (Prof.Roof)said he could not do anything because of the rain, so of course *** *** had to dry the walls and ceiling a longer period of timeOn sunny days they didn't come right away either
I contacted *** *** today with regards to *** *** saying he had contacted them regarding the invoiceThey have not heard from himHe should have the right company, as their address is on the invoiceThe Company # is (XXX)XXX-XXXX*** *** contacted ProfRoof.this morning but were not told why they thought the invoice was highThey were told this would be discussed and they would call back in min.,but never did.*** *** and *** *** owner could have discussed this when they were both at our home
With regards to the interior damage, *** *** keeps ignoring it as though it will magically disappear if we don't discuss it and try to solve itHe apparently knows people who can do great work for a lot less then others, it should not present a problem
Final Business Response /* (4000, 20, 2015/08/03) */
The customer did not call our office or the emergency number when their leak occurredThey called the repair technicians cell phone numberHad they called the number on their contract and literature we could have sent someone to help themWe are working on resolving the interior restoration for the customerEven though the customer incurred the liability from *** *** and we were not given the opportunity to address the situation per our contract we are working on a resolution for the customer with *** ***

Initial Business Response /* (1000, 5, 2015/10/27) */
We require the proper amount from insurance to complete this work as they are well short of our actual costThere are no monies to be refunded, as the actual costs incurred to this point are higher than what has been paid or agreed to by
insurance
Once the proper amounts are agreed to, the balance of work can be completed
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point, I'm being held hostage from Professional Roofing as myself and my insurance company have reached out to them in an attempt to resolve any variancesProfessional roofing has not supplied the necessary supplemental information with my insurance company and has stated multiple times over the past several months that they have or are working on itThere response doesn't answer my core questions as to when this will be completed? We can certainly move forward with arbitration on this topic as I have many documented attempts to get status on completion of this jobThis is Professional Roofing issue and mess upnot an issue with me, my job or my insurance companyThey agreed to the amount supplied by the insurance company to cover the cost, they took the check from the insurance company to do the work, they obviously didn't have the right person in place from a sales perspective to estimate correctly, they performed work that was not approved in hopes of getting additional funding, the didn't complete the core work that was promised and paid for, and, they haven't done proper follor supplement requests or communications with me and my insurance company to get the job doneSee attached communications regarding this complaint and answer the following questions
1) Why haven't supplements been supplied? What's the hold up?
2) When is the work going to be finalized?
3) Do you intend on completing my work?
4) why have you not been communicating with me when you promised you would provide weekly updates?
5) Is it your plan to handle appropriately and timely from this point forward or would you prefer to move forward with arbitration?
Final Business Response /* (4000, 9, 2015/11/06) */
Our company has supplied the necessary information to the customers insurance company but have not received the insurance supplement to dateWe have completed more work than what has been paid for by the customer or insurance and need to work out the proper compensation from insurance so we can proceed
We are happy to complete the work once it is approved

Initial Business Response /* (1000, 5, 2015/08/07) */
The customer shared that he was very happy with his roof when it was installed and we would like to let him know we appreciate his businessWe are happy to do this repair at no charge
The leak the customer experienced was caused by the
gutter and not the roof we installedOn non warranted items we give our customer a discounted price of a $minimum repair instead of the $In this case the $charge would normaly be valid
We will, be crediting this charge for the customer, as he indicates this charge was not clearly expressed up frontIt also appears the customer had to reschedule with our service department for the repairs more than once
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had a lengthy conversation with *** and he was very accommodatingHe said he will credit the invoice and I'm happy with that decision

I spoke with the customer on November 21st at which time he indicated there was still a leak in his roof and it had not been repairedI let the customer know I had entered a job ticket in the schedule for the roof to be repaired and would add a note that it needed to be done right awayIt appears
the roof was repaired the following monday 11/27/by the company's lead roof techPhotos of the repairs are entered in the job file and look goodI would not expect to see any further issues.In my conversation with the property owner I let him know to call the office right away at ###-###-#### if he has any future needs so they can get him in the schedule right away and if he does not get a quick response not to hesitate to contact me on my cell phone any time.Thank you!

Initial Business Response /* (1000, 5, 2015/08/07) */
The customer shared that he was very happy with his roof when it was installed and we would like to let him know we appreciate his businessWe are happy to do this repair at no charge
The leak the customer experienced was caused by the
gutter and not the roof we installedOn non warranted items we give our customer a discounted price of a $minimum repair instead of the $In this case the $charge would normaly be valid
We will, be crediting this charge for the customer, as he indicates this charge was not clearly expressed up frontIt also appears the customer had to reschedule with our service department for the repairs more than once
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had a lengthy conversation with *** and he was very accommodating He said he will credit the invoice and I'm happy with that decision

Initial Business Response /* (1000, 9, 2015/11/14) */
Our company is honoring our contractThe homeowner wants us to complete the work for less than our cost which is what insurance has paidHer insurance company really shorted her on her claim and we have been working to fix this for her
We
are happy to complete the work and install our full roof system with the extended warranty once here insurance pays anything close to what they owe her
We will continue to work on her behalf to accomplish this for her
Initial Consumer Rebuttal /* (3000, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent an e-mail to the owner asking about the dollar difference in the different amount of estimates I received from his company Tie figure amounts differ from each other I have asked him to refund my money to which he responded that I will be charged a 20% cancellation fee, which I think is unfair due to the time it has taken for my roof to be replaced and is still not I have asked him to provide me with a date that I will be put on the schedule and to confirm his response to my last e-mail regarding the difference in the amounts of the invoices, but as of today, he has not responded I am aware that he is out of town until the 30th of November
Final Business Response /* (4000, 13, 2015/12/01) */
We have responded to the customer separate times in the last weeks answering her questions, sending documentation and detailsWe have gone to great lengths to help the customer understand the numbers on this job and their claim
Their insurance company did not pay for many items required by code and to properly install her roofWe have detailed these items to the insurance company and have worked on behalf of our customer to have these items taken care of
Our company already has significant time and expense into the jobWe have encouraged the customer to allow us to complete our work properly including getting these items covered as per our contractIf she wishes to cancel we let her know she can do so but must pay the cancellation fee to compensate our company for these expensesOur fee is reasonable and we even offered to reduce it for her
We don't want to see the customer lose in this situation and have encouraged her to contact the insurance company as well, to encourage them to pay for the code items we are required to install and for which she has coverageThat is the only thing holding up her job

Complaint: ***
I am rejecting this response because the account of events is inaccurate and does not reflect the fact that for over years I've been trying to get this work completed. I've constantly been in a position where I've had to reach out to Professional Roofing for updates going as much as a month with no response from anyone. In regards to the windows, you neglected to mention the fact that from the very get go, Professional Roofing, in error only ordered window when there were to be replaced. Once the other two windows were finally ordered, there was one wood clad window and two vinyl windows. This response makes it sound like I flippantly decided I wanted tinted windows. Maybe I'm being naiive, but when of my windows are being replaced, it seems to me that the "Professional" would have the foresight to order the windows to match as closely as they could to the remaining windows (tinted). Professional Roofing is responsible for so many of the delays in this project, but just won't hold themselves accountable. I have, over the past two weeks, taken some time to really mull over my decision whether to proceed or not. I think I deserve that after what's occurred over the past months I'm not sure if my experience is one of those "if something can go wrong it will" sort of circumstances or what the issue is, but this whole experience goes so far beyond windows. I met with the GC I've been working with this morning and pointed out many issues with the window that is currently installed. He has assured me that they will be rectified, so I have agreed to let Professional Roofing complete the job. I really hope that this job can just be completed, and completed well.
Sincerely,
*** ***

I spoke with the customer on November 21st at which time he indicated there was still a leak in his roof and it had not been repairedI let the customer know I had entered a job ticket in the schedule for the roof to be repaired and would add a note that it needed to be done right awayIt appears
the roof was repaired the following monday 11/27/by the company's lead roof techPhotos of the repairs are entered in the job file and look goodI would not expect to see any further issues.In my conversation with the property owner I let him know to call the office right away at ###-###-#### if he has any future needs so they can get him in the schedule right away and if he does not get a quick response not to hesitate to contact me on my cell phone any time.Thank you!

We have been working with this customer on her windows for almost a year nowThere has been people at our company working to assist her with insurance and the window manufacturersThat includes myself as a manager, the sales rep, our exteriors purchasing person and our lead windows installerIt
took our company over months and numerous emails to get insurance to pay for the customers windows as she wants themIn fact I have on file over emails corresponding only on these windowsWe were able to get them approved by insurance at a significant upgrade over what the customer has now as they had the old plain wood windows which are now very hard to getWe have already installed the large window and are waiting on customer approval for the other two.Once we finally got this settled the customer let us know that she wants the windows with tinted glass as the first window does not have itMost windows manufactured now come with Low E but not tinted glass which is special order and a significant upgradeWe worked on this for the customer and were able to get her existing window upgraded to tinted glass and the remaining windows upgraded to matchWe were doing this as it is what he customer wants even though their previous window had just a tinted film applied to the outsideWe have asked the customer to sign the order to the window manufacturer to confirm that is what she wants before we can order the remaining windowsToo date she has not done so and as such we have been unable to order them for herWe have been answering questions for her and are hoping to get this finalized soon.Our company is currently out more than $4,in labor, materials and overhead costsWe would like to complete the work for our customer so they are completeThe windows we have ready to order are much better than what was existing and we already ordered and have the trim to replace the existing trim that was rottedWe are doing the trim for the customer at no additional costIt will take to weeks for the remaining special order windows to be manufactured and right now the only thing we are waiting on is the customers approval to proceedWe have asked the customer to at least pay us for the existing window installed and for the materials and labor if they do not want us to proceed.

Complaint: ***
I am rejecting this response because the account of events is inaccurate and does not reflect the fact that for over years I've been trying to get this work completed. I've constantly been in a position where I've had to reach out to Professional Roofing for updates going as much as a month with no response from anyone. In regards to the windows, you neglected to mention the fact that from the very get go, Professional Roofing, in error only ordered window when there were to be replaced. Once the other two windows were finally ordered, there was one wood clad window and two vinyl windows. This response makes it sound like I flippantly decided I wanted tinted windows. Maybe I'm being naiive, but when of my windows are being replaced, it seems to me that the "Professional" would have the foresight to order the windows to match as closely as they could to the remaining windows (tinted). Professional Roofing is responsible for so many of the delays in this project, but just won't hold themselves accountable. I have, over the past two weeks, taken some time to really mull over my decision whether to proceed or not. I think I deserve that after what's occurred over the past months I'm not sure if my experience is one of those "if something can go wrong it will" sort of circumstances or what the issue is, but this whole experience goes so far beyond windows. I met with the GC I've been working with this morning and pointed out many issues with the window that is currently installed. He has assured me that they will be rectified, so I have agreed to let Professional Roofing complete the job. I really hope that this job can just be completed, and completed well.
Sincerely,
*** ***

This complaint is not validOur company has completed the full amount of work ordered by our customer as per the attached signed order and invoiceThe customer had requested and signed for us to replace lineal feet of damaged fascia and square feet of damaged soffit which is exactly what
we didDuring the installation they also requested we replace an additional square feet of soffit at their entrance which we also completedHad they asked us to replace all of the soffit and fascia either before or while we were onsite our company would have been happy to.The customer waited until they received their invoice and then indicated they wanted us to replace more and are not going to pay us until we doWe let the customer know we are happy to perform additional work for them but first must be paid for the work that was completed over a month ago.Our company has? done nothing wrong and the customer had no complaint with the quality of our workWe would like to be paid for the work completedOnce we receive payment we can schedule future work for the customer.? ?

Initial Business Response /* (1000, 5, 2015/10/27) */
We require the proper amount from insurance to complete this work as they are well short of our actual costThere are no monies to be refunded, as the actual costs incurred to this point are higher than what has been paid or agreed to by
insurance
Once the proper amounts are agreed to, the balance of work can be completed
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point, I'm being held hostage from Professional Roofing as myself and my insurance company have reached out to them in an attempt to resolve any variances Professional roofing has not supplied the necessary supplemental information with my insurance company and has stated multiple times over the past several months that they have or are working on it There response doesn't answer my core questions as to when this will be completed? We can certainly move forward with arbitration on this topic as I have many documented attempts to get status on completion of this job This is Professional Roofing issue and mess upnot an issue with me, my job or my insurance company They agreed to the amount supplied by the insurance company to cover the cost, they took the check from the insurance company to do the work, they obviously didn't have the right person in place from a sales perspective to estimate correctly, they performed work that was not approved in hopes of getting additional funding, the didn't complete the core work that was promised and paid for, and, they haven't done proper follor supplement requests or communications with me and my insurance company to get the job doneSee attached communications regarding this complaint and answer the following questions
1) Why haven't supplements been supplied? What's the hold up?
2) When is the work going to be finalized?
3) Do you intend on completing my work?
4) why have you not been communicating with me when you promised you would provide weekly updates?
5) Is it your plan to handle appropriately and timely from this point forward or would you prefer to move forward with arbitration?
Final Business Response /* (4000, 9, 2015/11/06) */
Our company has supplied the necessary information to the customers insurance company but have not received the insurance supplement to dateWe have completed more work than what has been paid for by the customer or insurance and need to work out the proper compensation from insurance so we can proceed
We are happy to complete the work once it is approved

Initial Business Response /* (1000, 6, 2015/12/05) */
Our company did not just provide this customer an estimate but worked on her behalf with her insurance company meeting and negotiating with them for herWe provided over hours of service and incurred direct costs assisting *** *** with
her insurance claim and manufacturer warranty claimWe did this work based on her confirming we would be installing her roof for herI let the client know my hourly consulting fee is $per hour if she wanted to pay for the time spent working on her behalf instead of having our company do the work
The customer decided to keep the extra $33,I directly obtained for herShe would not have received this in any way without our direct effortsThis customer was unjustly enriched by our efforts and has made no attempt to compensate us for the work we didWe billed her for the time and expenses incurred

Initial Business Response /* (1000, 6, 2015/12/05) */
Our company did not just provide this customer an estimate but worked on her behalf with her insurance company meeting and negotiating with them for her. We provided over 25 hours of service and incurred direct costs assisting [redacted] with...

her insurance claim and manufacturer warranty claim. We did this work based on her confirming we would be installing her roof for her. I let the client know my hourly consulting fee is $150 per hour if she wanted to pay for the time spent working on her behalf instead of having our company do the work.
The customer decided to keep the extra $33,000 I directly obtained for her. She would not have received this in any way without our direct efforts. This customer was unjustly enriched by our efforts and has made no attempt to compensate us for the work we did. We billed her for the time and expenses incurred.