Roof Doctors

I had a small problem with the roof Dr's however they took care of the issue and all is well now. Thanks Roof Dr's

Review: unable to schedule appointments

2 year certification was given so that the rood wouldn't leak. the roof leaked within 6 months of home purchase. & again the next year. called for appointment was told they don't make appointments. They did provide me with a number for the inspector to set something up with him He was reluctant to provide time frame for his arrival. An entire day is wasted waiting for someone to come. which he did come... at the end of the day. Had I known that other errands & appointments could have been completed. This is not the 1st time this has happened since the roof continues to leak due to poor inspection & repair of existing leaks. Had we known that this roof wasn't going to make it. we could have add a construction loan on top of our home loan & replaced the roof. but as it is with the continued leaks it jeopardizes the remodel work done on the interior of the homeDesired Settlement: proper roof inspection & all leaks repaired so that the roof certification is true... the roof won't leak & an additional 2 years on the certification to make it an actual representation of work done

Business

Response:

Initial Business Response

Contact Name and Title: [redacted], Vice Pre

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@theroofdoctors.net

The first time we saw this Revdex.com complaint was today on 11/20/2013. I have reviewed all of our information relating to this complaint and I talked by telephone to both [redacted] & [redacted] on 11/20/13 at 4:58 p.m. We address their complaint as follows: 1) Consumer was issued a Roof Certification on their roof on 9-28-12. Our Roof Certification is very clear, we do not guarantee that a roof will not leak. We do guarantee that if the roof leaks we will go to the home and repair the leak. We stand by our Roof Certification. 2) The customer has admitted that they were explained our policy in advance - that we do NOT make appointments in advance. However, we do call a half hour in advance before our inspector is scheduled to arrive. Our inspectors usually perform 15 to 20 inspections a day, therefore it is difficult for them to state an exact time as to their arrival. This consumer also admitted that our inspector did show up though it was later in the day. 3) Our records show that we initially repaired this roof on 9/12/2012 for $350, the roof certification was $250; a second repair was performed on 12/13/2012 at no charge; and a third repair was performed on 9/25/2013 at no charge. 4) I talked to my repairman who went on the roof with the homeowner at prior inspections and my repairman has a different recollection of what happened. We have over 25 years of experience in repairing roofs and it is not our practice to take advice from homeowners on how to troubleshoot leaks. Based on our experience, it takes a few times to finally stop a leak. 5) This roof is over 20 years old, we do NOT extend the life of a Roof Certification simply because the homeowner demands it, we assume great risk and liability when we certify roofs of this age. 7) We have had large amounts of rain both on 11/19/2013 and 11/20/2013, during my conversation with the homeowner, he was not aware that the roof is leaking, but will monitor and call us immediately, so that we can solve any future problem. 8) Mr. [redacted] thanked me and will notify me of any future problems.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

there is $60 fee charged for each visit. As for not following the advice of the homeowners. the inspector shouldn't have agreed with the conversation & simply state something else. So that we weren't expecting one thing & another thing done. We continue to have leaks that are in need of repair. As for appointments that would make good business sense. instead of making the homeowner loose a day while waiting. maybe they need another inspector to have that happen I didn't receive a call until the repairman was driving down the street. overall dissatisfied with company as a whole

Final Business Response

This consumer has agreed that they were aware of our policy about appointments at the time they requested our services. We apologize for their inconvenience but unfortunately our policy does not accommodate everyone and their schedules.

According to the terms written in our Roof Certification Warranty purchased by and issued to this homeowner, there is a $45 service charge due ONLY at the initial certification leak inspection. Our records indicate that this homeowner had paid ONLY a one-time $45 service fee. If this homeowner was charged any amount in excess of this $45 they will be entitled to a refund. All they have to do is contact our office and show evidence of the amounts that they have paid and they will receive a refund.

I talked to both Mr. & Mrs. [redacted] after I read their initial complaint during the recent rain storms that we had last week. Mrs. [redacted] referred me to Mr. [redacted] who indicated to me that he wasn't aware of the roof leaking, but he had not gone into the attic yet, and that he would contact our office if he found a problem.

After reading the consumer response of November 23 today, I called and spoke with to Mrs. [redacted] by telephone today, she told me that the roof is still leaking and that she thought her husband had called our office. Our records indicate that Mr. [redacted] has NOT contacted our office and we have NOT been notified of a subsequent leak of any kind.

I have explained to both Mr. & Mrs. [redacted] that we have over 25 years experience in repairing leaky roofs. We have told them that repairing roofs is not an exact science and in rare cases we may have to go to a home several times before a leak can be stopped. Even though a homeowner's suggestions may be helpful, we rely upon the experience of our master repairmen to troubleshoot and repair leaks.

This homeowner has been told that their shake roof is more than 20 years old. Roofs this old usually need to be replaced because of their advanced age. We took upon the risk of certifying their roof, if the homeowner feels that we have misrepresented our Roof Certification Warranty, then we will offer them a full refund of the $250 that they paid to us for the Roof Certification Warranty. This will allow this homeowner to hire another company to certify their roof and assume the liability to repair their roof if it leaks in the future, if they can find another company to do so.

To summarize, we will wait to hear from this homeowner as to whether or not they want a refund of their Roof Certification fee of $250 OR we will wait for their phone call to let us know whether the roof is still leaking so that we can make a follow-up inspection.