Rocky Mountain Roofing & Restoration, Inc.

We appreciate very much that Mr*** paid the funds that we were owed for completing the work and we are willing to resolve this complaint by giving him a discount for $1,so that he doesn't have to pay anything out of pocket. We very rarely don't charge the deductible unless we are serving a senior citizen or a customer with extenuating circumstances. The job we did for Mr*** was as problematic as it gets and we really do feel bad that he was inconvenienced and upset with the delays and lack of communication. We have discussed this job at our staff meeting recently and we are even looking into getting better software to help with internal communications which in turn will help us communicate with our customers. We are taking this complaint seriously and we are striving to provide better communication with our customers. We hope Mr*** will accept our apology and we appreciate the opportunity to be of service to him

In response to the complaint from [redacted] dated October 29, 2017.  On June 23, 2017 a contract was entered into with RMRR and [redacted].  On June 25, 2017, our Job Start Checklist under Current Agreed insurance Allowance Amount (AIA) it was handwritten in as follows “INS....

PROCEEDS + SUPP 13,872.00.  Both [redacted] and [redacted] initialed this amount.  The same language is noted and initialed on our Customer Agreement. On October 16, 2017 we submitted our final invoice to [redacted] for the roof replacement only.  The insurance adjuster advised us to remove the O&P from the invoice and resubmit, which was done on November 6, 2017. On October 16, 2017 [redacted] emailed [redacted] the final invoice which was sent to insurance for settlement and the signed agreement, which she states she never received.  On November 1, 2017 [redacted] was sent another copy of our final invoice to insurance as requested and the same customer agreement which was previously sent. Based on Mr. and [redacted]’s insurance paperwork the first check they received was in the amount of $12,055.26. Which should have been evident to the homeowners the roof would cost more than $8,000.00. The additional material left at their house was picked up and returned to the supplier. It is our standard practice to order extra material to minimize traveling time to and from suppliers. The extra material was picked up from their house and returned to the supplier. The material cost is part of the job cost and homeowner does not pay any additional out of pocket therefore, the credit for material returned is refunded to the same card used to purchase the material. [redacted] would not provide with a revised copy of the insurance scope to see what they approved and didn’t approve on our final invoice sent to them.  In an email to [redacted], it was stated that we would revise our invoice to reflect what was actually paid to them for the roof.  That was never provided to us to adjust accordingly. Our practice is to list insurance proceeds and supplements.  The insurance scope that the homeowner initially receives is just an estimate of the cost to replace the roof and whatever else insurance agrees to repair or replace.  Most of the time, insurance doesn’t count for code requirements, such as the permit or ice & water.  In this case, we listed what we paid for the permit for this property, if we would have received a copy of the revised insurance scope, we would then adjust our invoice to reflect the amount paid.  To date, we have not received this from [redacted] or the homeowners. The roof did fail final inspection and has since then been fixed and passed re-inspection. Even if we take the amount on the signed contact which is $13872.00 less $6200.00, which what was paid from Mr.  & [redacted], there would still be a balance due & owing $7,672.00.

Complaint: [redacted]
I am rejecting this response because:Thank you very much for the response [redacted].  And I am glad to hear that your team will be discussing 'communication', in their next meeting.I do want to clarify a few things so that others are aware.The argument was not based on the on cutting the rafter tails.  When you had explained to me that the six inch gutters would not work, because the new plywood extended more than the original plywood...this was the issue.  You had my okay to cut the rafter tails, if this would make it work.  There was no argument on this fix.  You argued with me due to the fact I had asked when your guys were going to complete the work...this was the replacing of the gutters and of the screens.  You flat out asked me, "what was the problem?"  I responded by letting you know that I wanted to know when all the work was going to be completed?  That is when you got on the defense and told me there was no issue because the roof had been replaced, so you did not see what the concern was.I also want to call out the comment you made about doing the work in a timely manner.  In your email you mentioned hurricanes, labor shortages and material shortages.  You did not mention these items to me upfront at most times.  When I pushed hard to get an answer that is when you told me what was going on.  You should have been upfront and if I had been aware I would have been understanding.  A consumer should be aware and educated on the work you are delivering. We should not have to push for an answer or a status of work.  In your email, you mentioned not accepting the checks when the work is completed.  You did ask for the checks before all work was completed.  The patio had not been completed, which was part of the work.  I thought I would trust you one more time and sign over the checks, because you told me the work would only take a day...which took 3 days.  Never did I receive a call to let me know that the work would take longer than a day.  That would have been nice to know.  Again, the lack of communication on your part.I would like to share a new example of the internal miscommunication I have recently experienced.  I called your company and left a message with Chris regarding a check I received.  I made this call over a week ago.  I have not received one phone call from your company asking for the check.  Again, I am tired of doing the work for your company.  I don't feel it's my job to track Chris down and ask her to get back with me.  If you would be so kind to let her know I have the check and if she could return my call...I would appreciate it.  I left this message on the same day I spoke with Edith.It was my request that your company should cover the $1,000 deductible for this long drawn out project I have been through.  I did not see in writing what your response was to that request.   Sincerely,
[redacted]

We take Revdex.com complaints very seriously and we will make every effort to learn from our mistakes and make sure our customer's don't experience problems like these in the future.  Unfortunately, our representative assigned to Mr. [redacted]'s job was not able to handle the workload and school work (he...

is a student at [redacted]) load at the same time and he dropped the ball on Mr. [redacted]'s job.  Once I took it over I did my best to get things done in a timely manner.  Since the hail storm was so large we have been experiencing labor shortages, material shortages, skilled tradesman shortages and host of other problems.  Once the hurricanes hit it caused more problems for material suppliers.  I definitely understand that Mr. [redacted] would be upset with the delays and mis-communications, since I would probably feel that way too. I really would like to move forward with closing out the financial par of this job since all of the work is completed.  We will happily honor all warranties as well.  I will be discussing this  job at our next staff meeting so that we can use it as a way to improve our internal communications. We are happy to resolve this with Mr. [redacted]'s request. I hope anyone reading this knows that we stuck with the job from beginning to end and despite the problems we worked hard to get it completed in a timely manner.  We did end up giving him the six inch gutters even though we had to cut the rafter tails to make them fit.  This might have been why he thought I was arguing with him.  It was not physically possible to install six inch gutters with cutting the rafter tails. I explained that to him but he took like me arguing with him.  I can't remember the last time I raised my voice because I rarely get angry but I will watch my tone going forward. We went ahead and cut the rafter tails to make the six inch gutters fit and then painted the ends so that it looked nice. We don't take money up front, we get paid when the work is done which is probably why the insurance checks expired. Our customer's appreciate this about us because they don't have to worry that we will take money and never come back like a lot of contractors in Denver have done.  I am definitely sorry for the inconvenience of having to call the insurance company to get the check re-issued.  Hopefully Mr. [redacted] will be happy that we are willing to cooperate with him regarding this resolution and he can move on with his life.