Rochester Residential Remodeling, LLC

I was called out by the homeowner because her Homeowners Policy was on the brink of being cancelled due to missing Roof Shingles and missing Mortar on her Chimney. Something left out of her Complaint but yet is at the core of this whole job. Something so critical to be left out of her Complaint...

shows the lack of Credibility on her part. Furthermore, her house which has Cedar Shakes would have to be torn off and all new Plywood installed. The job was priced at $11,780 for a new Roof. Something the homeowner said she "could not afford". That also would not satisfy her Homeowners Insurance as the Chimney would still need to be Pointed. This Homeowner fails to mention that she was overly concerned her Policy cancelling. She called 3-4 times pressuring us to replace the Roofing Shingles from another Roofer that is responsible for the Roof that was originally done. We did not do her Roof. Another Contractor did her Roof. We repaired the other Contractors work. We have photographs proving that when we left her Roof had no missing Shingles. Apparently, more Shingles have blown off the Roof from the other Contractors work. This homeowner fails to mention her Insurance Adjuster passed our Work which proves their were no missing Shingles when we left. This homeowner does not realize the repairs to the Roof were only $450. The Chimney Pointing was $980. This is hardly an extensive amount of money. This homeowner fails to mention we also capped the Chimney and cleaned all her Gutters which was not in the Contract. This homeowner fails to mention that her lack of planning and waiting to the "very last minute" to contact us (as her Insurance Policy was on the brink of being cancelled) leaving us little time to custom order a color that would have matched closer to the shingle that her original Roofing Contractor installed. Why would we not want to do her entire Roof? Why would we want to do a $450 Roof repair when we could have made thousands of dollars on a new roof and not even deal with repairing someone else's work? What is our motive? I told her "I would be teaching Psychics at [redacted] if I knew if any more Shingles would blow off". Repairs are repairs are Repairs. We do not do a new Roof. We fixed someone else's Roof. This homeowner fails to mention we skipped over other jobs we had lined up in order to beat her Insurance Cancellation deadline. We succeeded in not only getting the job done in time but doing additional things for this homeowner that were not included. Why is her anger not directed to the  person that did her Roof? This is one of those bitter customers that we are never going to make happy. We "bent over backwards" for this person driving out to Geneva a 50 minute drive each way and making the trip 3 times as she kept delaying our money saying more shingles are blowing off. She then delayed our money again saying she "wanted the inspector to complete the inspection before paying us. We waited two weeks to get Paid. She is bitter, angry and very difficult to deal with. Not answering her phone. Not returning Phone Calls. Complaining about her Insurance Company. Just a miserable interaction throughout. Her Shingles will continue to blow off her house (apparently) until she can afford a new Roof or get a Grant from her Town. We would like to be reimbursed for the Gutter cleaning and  Chimney Cap - $625. This why nobody like doing Repairs.

I would have responded via Internet but the Revdex.com Website only allows four attachments. At our first meeting I explained to Mrs. [redacted] that "we can only do the best we can do because her Deck has not been well maintained". It is an old Deck that has been maybe stained 0-2 times over what appears to...

be 20+ years. Like Driveways need sealing, Furnaces need their filters changed, car engines need their oil changed. So do Wood Decks need to be stained every 1-3 years, not once every 10 years or 20 years. I have enclosed an outside reference article that explains what happens when Homeowners do not maintain (ie Stain and protect) their Wooden Decks. I also explained to Mrs. [redacted] that Adam (my full time Painter/Stainer who has painted/stained well over 750 jobs) likes [redacted] (albiet does cost us a little more) over [redacted] because he feels it is better quality. Mrs. [redacted] looked at the [redacted] sample selections and picked out her color knowing full well what she ordered. Our stain job is only so good as what we are putting it on. If the wood is cracked warped etc, water gets in the cracks and causes an inferior job. To explain this clearer I have enclosed Photo's showing what the wood looks like when there are cracks (Photo's 1-4) versus the areas where there were no cracks ( Photo's 6-7). You can see how nice our staining looks when the Boards and Rails are not cracked whereas the Boards that have cracks do not look as good. The contract says nothing about replacing boards which is of great concern as it reflects on complainant's integrity. It shows she's not listening and paying attention to detail. Everything was "rush rush". I think she was more interested in her party than listening to what I had to say. Perhaps the most important fact that I explained to her is that the deck was built wrong. According to NYS Building Codes "Decking is to be spaced 1/4" apart to allow drainage". Her Deck has few spaces between boards thus there is little space for water to drain. The water "pools" causing additional warping and rotting of wood. The Deck would not pass code if it was built today which begs to wonder if there was even a permit "pulled". Perhaps the Deck is so old that the construction of hereby said Deck is "grandfathered in" thereby passing code by default. A lot of this is common sense. We can only do the best we can do when dependant on a structure that is old and not maintained. Had it been built properly with 1/4" gaps between boards, had it been periodically stained the wood would not be cracked and the Stain would adhere to the Deck in a better manner. An analogy being you can't smoke Cigarettes for 30 years and then the blame the Doctor because you have Cancer. The Deck is Cancerous. It has not been maintained. It is cracked due to negligence. How does someone not understand this? This is not complicated. We did not build a new Deck. We worked with what she had. This was a very large Deck also. It was the size of two normal sized Decks. How can someone not understand that if a Wood Deck is cracked and in poor shape it's not going to look as good as a newer Deck or a Deck that has been maintained? The reason for my tone is that I already explained this all to her. She is not listening. She wants something to look perfect when it's impossible. We DID go back out and apply more stain in certain areas (as she stated). I warned her, but she had to have it done for her party. The party was more important. Everything I said went in one ear and out the other. This is not first time we have stained an old Deck that has not been maintained. Previous Homeowners understand that we can only do the best we can do under the circumstances as evident in the fact that she is the sole person on record to post a complaint of this nature. It is factual that she is the only person to complain about our Deck staining practices. While I feel" for her I wish she would listen because I have been trying tell her that her Deck is old with cracked boards and few drainage spaces. It's only going to look as good as an old Deck that has been stained. It's not going to look beautiful , it's not new. It's an old Deck, it's cracked. She needs a new Deck. See photo's. The finished product looks like an old Deck that has been stained, exactly what she ordered.