Rocky Mountain Roofing & Restoration

In response to the complaint from [redacted] dated October 29, On June 23, 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, Both [redacted] and [redacted] initialed this amount The same language is noted and initialed on our Customer AgreementOn October 16, 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, On October 16, [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, [redacted] was sent another copy of our final invoice to insurance as requested and the same customer agreement which was previously sentBased on Mrand [redacted] ’s insurance paperwork the first check they received was in the amount of $12,Which should have been evident to the homeowners the roof would cost more than $8,The additional material left at their house was picked up and returned to the supplierIt is our standard practice to order extra material to minimize traveling time to and from suppliersThe extra material was picked up from their house and returned to the supplierThe 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 accordinglyOur 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 homeownersThe roof did fail final inspection and has since then been fixed and passed re-inspectionEven if we take the amount on the signed contact which is $less $6200.00, which what was paid from Mr & [redacted] , there would still be a balance due & owing $7,

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 deliveringWe 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 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,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] ***