Professional Roofing & Exteriors

This complaint is not valid. Our company has completed the full amount of work ordered by our customer as per the attached signed order and invoice. The customer had requested and signed for us to replace 140 lineal feet of damaged fascia and 110 square feet of damaged soffit which is exactly what...

we did. During the installation they also requested we replace an additional 60 square feet of soffit at their entrance which we also completed. Had 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 do. We 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 work. We would like to be paid for the work completed. Once we receive payment we can schedule future work for the customer.

Initial Business Response /* (1000, 9, 2015/11/14) */
Our company is honoring our contract. The homeowner wants us to complete the work for less than our cost which is what insurance has paid. Her 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 2 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 4 separate times in the last 2 weeks answering her questions, sending documentation and details. We 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 roof. We 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 job. We have encouraged the customer to allow us to complete our work properly including getting these items covered as per our contract. If she wishes to cancel we let her know she can do so but must pay the cancellation fee to compensate our company for these expenses. Our 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 coverage. That is the only thing holding up her job.

We have been working with this customer on her windows for almost a year now. There has been 4 people at our company working to assist her with insurance and the window manufacturers. That includes myself as a manager, the sales rep, our exteriors purchasing person and our lead windows installer. It...

took our company over 8 months and numerous emails to get insurance to pay for the customers windows as she wants them. In fact I have on file over 208 emails corresponding only on these windows. We 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 get. We 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 it. Most windows manufactured now come with Low E but not tinted glass which is special order and a significant upgrade. We worked on this for the customer and were able to get her existing window upgraded to tinted glass and the 2 remaining windows upgraded to match. We were doing this as it is what he customer wants even though their previous window had just a tinted film applied to the outside. We 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 windows. Too date she has not done so and as such we have been unable to order them for her. We have been answering questions for her and are hoping to get this finalized soon.Our company is currently out more than $4,500 in labor, materials and overhead costs. We would like to complete the work for our customer so they are complete. The 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 rotted. We are doing the trim for the customer at no additional cost. It will take 6 to 8 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 proceed. We 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.