Revdex.com/Fogle, We received the complaint that was filled on 10/10/and have reviewed the fileWe are sorry for the inconvenienceWe signed a contract with Mrs [redacted] on 9/18/and got her roof approved through the insurance company on 9/29/We picked out all the material she was using and material was being delivered on Friday 10/3/Mrs [redacted] and her boyfriend called the night before delivery to cancelWe asked them why and they stated poor workmanship down the roadAt that point we had our sales rep, foreman, production manager and our branch manager check the roofThere is not one issue with the roof and the customer( a Lexington police officer) and his family are happy with the workIf any issues ever arrives with quality we address all issues within hrs We received a phone call from Mrs***s boyfriend the weekend we were supposed to do the build and he stated that he did not want illegal Mexicans on her propertyWe assured him(which we do not have a contract with him) that they are not illegal and are not even MexicanHe insisted that Roofing USA has done over roofs this year and has not had one complaint from a customerWe believe in quality and all of our work is quality checked three times to ensure the customer is happy100% customer satisfaction is our goalthey were and started to threat Roofing USA and the safety of our sales repQuote He better watch his backOn 10/ 7/the boyfriend called the office again threatening the safety of our sales rep and the company stating that he is a bad [redacted] and that we should call Fayette county and ask about himHe stated that someone in his family is a high attorney and will do him a favor to shut us downWe will never lay another shingle in his town again Mrs***'s Boyfriend once again called our sales rep on 10/8/again threatening his safety and hung up really fastOur sales rep called back and they ignored the phone callMr***'s Boyfriend has threatened the safety of our reps several times Our customers can use any brand they wantWe showed them GAF samplesEvery manufacture has a different name for their shingles GAF-charcoal, Owens corning Onyx black tamko-rustic black We were told by Mrs***'s boyfriend the reason for cancellation was not due to quality but due to that he doesn't want Mexicans on her property and we are deeply saddened by thisPer contract if they cancel after the three day period the customer agrees to pay us 20% of the settlement amount paid by the insurance company for projected lost profitsPlus Mrs [redacted] owes us for the 15% restocking fee for a total of $ At this time we are not going to bill Mrs [redacted] for the balance Settlement response: We will refund Mrs***'s money to her a check will be sent out on 10/17/to her address listed on her contractWe ask her to please have her boyfriend stop threatening the safety of our sales reps and the safety of our companyWe also ask her to have her boyfriend to stop slandering our name and calling our office We wish Mr's [redacted] and her boyfriend good luck in the future
Mr& Mrs [redacted] had their roof replaced July 17, On that date, Mr [redacted] signed a Certificate of Completion & Satisfaction stating that he and his wife had an opportunity to walk the property, inspect the work, and speak with a representative from Roofing USA to address any questionsThat form also states that they agree to promptly report any problems within days and allow Roofing USA to address themWhen the new roof was installed, new decking was nailed on top of the existing decking at the approval of Mr& Mrs [redacted] The existing decking was not rotted; it was simply soft in some placesThe [redacted] s requested that we come back the next week and install new drip edge on the propertyThe new drip edge was installed the following week, as they had requestedDrip edge was outside of the original scope of work and caused additional charges to be incurredThere was no communication between Mr& Mrs [redacted] and Roofing USA between that date and November 19, On November 19, 2014, Roofing USA obtained a good phone number for Mr [redacted] , and called to speak to him about the balance still outstanding for the installation of the drip edgeThere was no threat of a lien being placedA representative explained that the balance had been outstanding for more than days, and our customary process was to proceed with lien placement at days outstandingThe representative stated we were trying to communicate with them prior to further action being taken, and we wanted to know if a problem with the work was preventing their paymentDuring that conversation, Mr [redacted] stated that he had no knowledge of the balance owed and didn’t want to pay any additional money as they were unhappy with the new decking being nailed to the old deckingThe representative arranged a meeting between the [redacted] s and the owner of Roofing USAAt that meeting, they set an additional date for Roofing USA’s Owner to physically walk the roof, inspect any issues they had, reimburse money they paid for the decking, and arrange for our roofing crew to fix any agreed upon issuesOn November 25, 2014, the Owner and another employee of Roofing USA went back to the property and met with Mr [redacted] He stated that he wanted the drip edge replaced again, the roofer to ensure the wood is laid down properly, and he wanted the exhaust cap sealedMr [redacted] showed us where the exhaust cap was leaking in the basement and stated that was the only leakWe had previously advised the [redacted] s to have the exhaust cap replaced by an HVAC contractorAlthough we do not do HVAC work, we agreed to seal around the exhaust cap againAt that meeting, the Owner and Mr [redacted] signed an agreement stating those issues would be addressed, Roofing USA was extending their workmanship warranty from years to years, Roofing USA refunded the decking money, and Roofing USA was taking the outstanding balance on the drip edge down to $Mr [redacted] stated that he would meet with Roofing USA’s roofer Saturday, November at 9:amRoofing USA’s Owner sent our roofer to the property at that time with a list of work to be doneNo one was home when the roofer arrivedThe Owner instructed him to start the list of work until someone arrivedRoofing USA’s roofer called the Owner at 10:am, stating that Mrs [redacted] arrived home and asked him to leave as they did not agree to any such agreementThe [redacted] s called the Owner on his personal cell phone four times that day, outside of business hoursRoofing USA’s Owner spoke with them three times, trying to understand the issuesBecause communication from the [redacted] s became hostile, the Owner did cease communication with them over the phoneRoofing USA has gone above and beyond to, not only meet the expectations of the [redacted] s, but exceed themRoofing USA has obtained two signed forms from Mr [redacted] stating they have received agreeable work and terms of resolutionHowever, their requested desired resolution continues to changeAt this time, Roofing USA does not see any additional measures that could be taken on their behalf to improve the situation
We contacted Mrs*** on 10/24/and signed a contingency with her to do her roof and guttersAt the time when Mrs*** roof was approved we were about two weeks out to have her roof completedWe got the roof and gutters approved and have finished the roofWhile we were doing the
roof a family member of hers had told us to take down the guttersThis is not a process and but we did as the homeowner requested We acknowledge that the communications between Mrs*** and our project Manager was not up to our standardsThis issue has been taken up with him and will not happen in the futureWe were not aware of any cursing or aggressive language that happened but we have talked to the crew and the project manager to ensure the best customer service that we canWe have already spoken to Mrs*** and she has accepted our apologies and our resolutionWe wish Mrs*** good luck.We have done close to projects this year and we are sorry we did not meet Mrs*** expectations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Thank you
Regards,
*** ***
The response submitted by Mrs*** remains void of a clearly requested resolutionRoofing USA is willing, as has been the case from the beginning, to stand by our agreementPer our last signed agreement, dated November 25, our workmanship warranty has been extended from two (2) years to ten (10) years, and the current balance due from Mr& Mrs*** has been reduced to $0.The roof was inspected and found to be in excellent condition, void of any installation or material defectAs stated in our previous response to the Revdex.com (Revdex.com), Roofing USA’s roofing crew was scheduled to replace the drip edge again on Saturday, November The materials were ordered, on site, and the crew was aware of the work to be performed(See attached purchase order.) Again, the work was not completed only because Mrs*** requested the crew to leaveRoofing USA stands by the word of our roofing crew, and the ***s refusal to allow our crew back would support the account given by the crew.The decking money of five hundred dollars ($500) was refunded, and the check (check #1822) was accepted by Mr*** and cashed on December 1, Roofing USA’s roofing crew and the Owner also checked the decking and found no issueThe signed Certificate of Completion, dated July 17, and attached in Roofing USA’s first response, is also indicative of Mrand Mrs***’s acceptance of the work performed, including the decking overlay.Again, Roofing USA has completed our part of all agreements, and is prepared to continue to honor all agreements and warrantiesThis accompanies an understanding that we stand by our roofing crew, the work they do, and their integrityRoofing USA’s roofing crew has completed every roofing job on behalf of Roofing USA satisfactorily and without any similar issueClear instruction and communication is an integral part of the relationship between the Owner and roofing crew, and care is taken to outline all work to be done conciselyThe ***s have expressed that they are unwilling to allow our current roofing crew back on their propertyRoofing USA is unwilling to hire a different roofing crew, possibly jeopardizing quality and standards, when the current crew has such a consistent track recordRoofing USA does not see any alternate agreement or resolution necessary when all current agreements have been honored fully
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Mr. & Mrs. [redacted] had their roof replaced July 17, 2014. On that date, Mr. [redacted] signed a Certificate of Completion & Satisfaction stating that he and his wife had an opportunity to walk the property, inspect the work, and speak with a representative from Roofing USA to address...
any questions. That form also states that they agree to promptly report any problems within 10 days and allow Roofing USA to address them. When the new roof was installed, new decking was nailed on top of the existing decking at the approval of Mr. & Mrs. [redacted]. The existing decking was not rotted; it was simply soft in some places. The [redacted]s requested that we come back the next week and install new drip edge on the property. The new drip edge was installed the following week, as they had requested. Drip edge was outside of the original scope of work and caused additional charges to be incurred. There was no communication between Mr. & Mrs. [redacted] and Roofing USA between that date and November 19, 2014. On November 19, 2014, Roofing USA obtained a good phone number for Mr. [redacted], and called to speak to him about the balance still outstanding for the installation of the drip edge. There was no threat of a lien being placed. A representative explained that the balance had been outstanding for more than 90 days, and our customary process was to proceed with lien placement at 60 days outstanding. The representative stated we were trying to communicate with them prior to further action being taken, and we wanted to know if a problem with the work was preventing their payment. During that conversation, Mr. [redacted] stated that he had no knowledge of the balance owed and didn’t want to pay any additional money as they were unhappy with the new decking being nailed to the old decking. The representative arranged a meeting between the [redacted]s and the owner of Roofing USA. At that meeting, they set an additional date for Roofing USA’s Owner to physically walk the roof, inspect any issues they had, reimburse money they paid for the decking, and arrange for our roofing crew to fix any agreed upon issues. On November 25, 2014, the Owner and another employee of Roofing USA went back to the property and met with Mr. [redacted]. He stated that he wanted the drip edge replaced again, the roofer to ensure the wood is laid down properly, and he wanted the exhaust cap sealed. Mr. [redacted] showed us where the exhaust cap was leaking in the basement and stated that was the only leak. We had previously advised the [redacted]s to have the exhaust cap replaced by an HVAC contractor. Although we do not do HVAC work, we agreed to seal around the exhaust cap again. At that meeting, the Owner and Mr. [redacted] signed an agreement stating those issues would be addressed, Roofing USA was extending their workmanship warranty from 2 years to 10 years, Roofing USA refunded the decking money, and Roofing USA was taking the outstanding balance on the drip edge down to $0. Mr. [redacted] stated that he would meet with Roofing USA’s roofer Saturday, November 29 at 9:00 am. Roofing USA’s Owner sent our roofer to the property at that time with a list of work to be done. No one was home when the roofer arrived. The Owner instructed him to start the list of work until someone arrived. Roofing USA’s roofer called the Owner at 10:03 am, stating that Mrs. [redacted] arrived home and asked him to leave as they did not agree to any such agreement. The [redacted]s called the Owner on his personal cell phone four times that day, outside of normal business hours. Roofing USA’s Owner spoke with them three times, trying to understand the issues. Because communication from the [redacted]s became hostile, the Owner did cease communication with them over the phone. Roofing USA has gone above and beyond to, not only meet the expectations of the [redacted]s, but exceed them. Roofing USA has obtained two signed forms from Mr. [redacted] stating they have received agreeable work and terms of resolution. However, their requested desired resolution continues to change. At this time, Roofing USA does not see any additional measures that could be taken on their behalf to improve the situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I arrived home on November 29, 2014 there were 3 people on my roof. The lead, [redacted], asked where the leak was. I told him that I was not part of that conversation and felt if his boss sent him to do work he should have know what needed to be done. He stated that there was nothing he could do about the drip edge. I said "Ok, Thank you" and walked into my house. At no time was I rude and I did not order anyone off my roof or off my property. At that time the crew packed up and left and any agreed upon fixes were not completed. At no time did I order anyone off my roof or off my property. I left [redacted] a message telling him I was upset because his employee was not telling him the truth. My husband also called and left a message telling him he still expected the agreed upon repairs to take place and to send someone other than [redacted] because we is not welcome. We did not become hostile. Upset, yes. We did not give approval to lay new decking on top of old decking. I am a forgiving person and do not like conflict but when someone is flat out telling lies about me, I [redacted] stick up for myself. I don't care if we called during non business hours. We are still a customer, at this point a very unsatisfied customer. We were impressed with [redacted] when he showed up at the house and wanted to work this out. Maybe there is a language barrier between us and his crew. [redacted]'s English is not very good and the rest of the crew speaks no English. Maybe when I told [redacted] that I was not part of the conversation between [redacted] and my husband about what work was to be completed he understood that to mean I didn't know they were going to be there. I [redacted] give him that but I [redacted] not tolerate him stating that I told them to get off my roof or property.
Regards,[redacted]
Revdex.com/Fogle,
We received the complaint that was filled on 10/10/14 and have reviewed the file. We are sorry for the inconvenience. We signed a contract with Mrs. [redacted] on 9/18/14 and got her roof approved through the insurance company on 9/29/14. We picked out all the material she was using and...
material was being delivered on Friday 10/3/14. Mrs. [redacted] and her boyfriend called the night before delivery to cancel. We asked them why and they stated poor workmanship down the road. At that point we had our sales rep, foreman, production manager and our branch manager check the roof. There is not one issue with the roof and the customer( a Lexington police officer) and his family are happy with the work. If any issues ever arrives with quality we address all issues within 48 hrs. We received a phone call from Mrs. [redacted]s boyfriend the weekend we were supposed to do the build and he stated that he did not want illegal Mexicans on her property. We assured him(which we do not have a contract with him) that they are not illegal and are not even Mexican. He insisted that Roofing USA has done over 450 roofs this year and has not had one complaint from a customer. We believe in quality and all of our work is quality checked three times to ensure the customer is happy. 100% customer satisfaction is our goal. they were and started to threat Roofing USA and the safety of our sales rep. Quote He better watch his back. On 10/ 7/14 the boyfriend called the office again threatening the safety of our sales rep and the company stating that he is a bad [redacted] and that we should call Fayette county and ask about him. He stated that someone in his family is a high attorney and will do him a favor to shut us down. We will never lay another shingle in his town again.
Mrs. [redacted]'s Boyfriend once again called our sales rep on 10/8/14 again threatening his safety and hung up really fast. Our sales rep called back and they ignored the phone call. Mr. [redacted]'s Boyfriend has threatened the safety of our reps several times.
Our customers can use any brand they want. We showed them GAF samples. Every manufacture has a different name for their shingles GAF-charcoal, Owens corning Onyx black tamko-rustic black.
We were told by Mrs. [redacted]'s boyfriend the reason for cancellation was not due to quality but due to that he doesn't want Mexicans on her property and we are deeply saddened by this. Per contract if they cancel after the three day period the customer agrees to pay us 20% of the settlement amount paid by the insurance company for projected lost profits. Plus Mrs. [redacted] owes us for the 15% restocking fee for a total of $2312.19. At this time we are not going to bill Mrs. [redacted] for the balance.
Settlement response: We will refund Mrs. [redacted]'s money to her a check will be sent out on 10/17/14 to her address listed on her contract. We ask her to please have her boyfriend stop threatening the safety of our sales reps and the safety of our company. We also ask her to have her boyfriend to stop slandering our name and calling our office.
We wish Mr's [redacted] and her boyfriend good luck in the future
Revdex.com/Fogle, We received the complaint that was filled on 10/10/and have reviewed the fileWe are sorry for the inconvenienceWe signed a contract with Mrs [redacted] on 9/18/and got her roof approved through the insurance company on 9/29/We picked out all the material she was using and material was being delivered on Friday 10/3/Mrs [redacted] and her boyfriend called the night before delivery to cancelWe asked them why and they stated poor workmanship down the roadAt that point we had our sales rep, foreman, production manager and our branch manager check the roofThere is not one issue with the roof and the customer( a Lexington police officer) and his family are happy with the workIf any issues ever arrives with quality we address all issues within hrs We received a phone call from Mrs***s boyfriend the weekend we were supposed to do the build and he stated that he did not want illegal Mexicans on her propertyWe assured him(which we do not have a contract with him) that they are not illegal and are not even MexicanHe insisted that Roofing USA has done over roofs this year and has not had one complaint from a customerWe believe in quality and all of our work is quality checked three times to ensure the customer is happy100% customer satisfaction is our goalthey were and started to threat Roofing USA and the safety of our sales repQuote He better watch his backOn 10/ 7/the boyfriend called the office again threatening the safety of our sales rep and the company stating that he is a bad [redacted] and that we should call Fayette county and ask about himHe stated that someone in his family is a high attorney and will do him a favor to shut us downWe will never lay another shingle in his town again Mrs***'s Boyfriend once again called our sales rep on 10/8/again threatening his safety and hung up really fastOur sales rep called back and they ignored the phone callMr***'s Boyfriend has threatened the safety of our reps several times Our customers can use any brand they wantWe showed them GAF samplesEvery manufacture has a different name for their shingles GAF-charcoal, Owens corning Onyx black tamko-rustic black We were told by Mrs***'s boyfriend the reason for cancellation was not due to quality but due to that he doesn't want Mexicans on her property and we are deeply saddened by thisPer contract if they cancel after the three day period the customer agrees to pay us 20% of the settlement amount paid by the insurance company for projected lost profitsPlus Mrs [redacted] owes us for the 15% restocking fee for a total of $ At this time we are not going to bill Mrs [redacted] for the balance Settlement response: We will refund Mrs***'s money to her a check will be sent out on 10/17/to her address listed on her contractWe ask her to please have her boyfriend stop threatening the safety of our sales reps and the safety of our companyWe also ask her to have her boyfriend to stop slandering our name and calling our office We wish Mr's [redacted] and her boyfriend good luck in the future
Mr& Mrs [redacted] had their roof replaced July 17, On that date, Mr [redacted] signed a Certificate of Completion & Satisfaction stating that he and his wife had an opportunity to walk the property, inspect the work, and speak with a representative from Roofing USA to address any questionsThat form also states that they agree to promptly report any problems within days and allow Roofing USA to address themWhen the new roof was installed, new decking was nailed on top of the existing decking at the approval of Mr& Mrs [redacted] The existing decking was not rotted; it was simply soft in some placesThe [redacted] s requested that we come back the next week and install new drip edge on the propertyThe new drip edge was installed the following week, as they had requestedDrip edge was outside of the original scope of work and caused additional charges to be incurredThere was no communication between Mr& Mrs [redacted] and Roofing USA between that date and November 19, On November 19, 2014, Roofing USA obtained a good phone number for Mr [redacted] , and called to speak to him about the balance still outstanding for the installation of the drip edgeThere was no threat of a lien being placedA representative explained that the balance had been outstanding for more than days, and our customary process was to proceed with lien placement at days outstandingThe representative stated we were trying to communicate with them prior to further action being taken, and we wanted to know if a problem with the work was preventing their paymentDuring that conversation, Mr [redacted] stated that he had no knowledge of the balance owed and didn’t want to pay any additional money as they were unhappy with the new decking being nailed to the old deckingThe representative arranged a meeting between the [redacted] s and the owner of Roofing USAAt that meeting, they set an additional date for Roofing USA’s Owner to physically walk the roof, inspect any issues they had, reimburse money they paid for the decking, and arrange for our roofing crew to fix any agreed upon issuesOn November 25, 2014, the Owner and another employee of Roofing USA went back to the property and met with Mr [redacted] He stated that he wanted the drip edge replaced again, the roofer to ensure the wood is laid down properly, and he wanted the exhaust cap sealedMr [redacted] showed us where the exhaust cap was leaking in the basement and stated that was the only leakWe had previously advised the [redacted] s to have the exhaust cap replaced by an HVAC contractorAlthough we do not do HVAC work, we agreed to seal around the exhaust cap againAt that meeting, the Owner and Mr [redacted] signed an agreement stating those issues would be addressed, Roofing USA was extending their workmanship warranty from years to years, Roofing USA refunded the decking money, and Roofing USA was taking the outstanding balance on the drip edge down to $Mr [redacted] stated that he would meet with Roofing USA’s roofer Saturday, November at 9:amRoofing USA’s Owner sent our roofer to the property at that time with a list of work to be doneNo one was home when the roofer arrivedThe Owner instructed him to start the list of work until someone arrivedRoofing USA’s roofer called the Owner at 10:am, stating that Mrs [redacted] arrived home and asked him to leave as they did not agree to any such agreementThe [redacted] s called the Owner on his personal cell phone four times that day, outside of business hoursRoofing USA’s Owner spoke with them three times, trying to understand the issuesBecause communication from the [redacted] s became hostile, the Owner did cease communication with them over the phoneRoofing USA has gone above and beyond to, not only meet the expectations of the [redacted] s, but exceed themRoofing USA has obtained two signed forms from Mr [redacted] stating they have received agreeable work and terms of resolutionHowever, their requested desired resolution continues to changeAt this time, Roofing USA does not see any additional measures that could be taken on their behalf to improve the situation
We contacted Mrs*** on 10/24/and signed a contingency with her to do her roof and guttersAt the time when Mrs*** roof was approved we were about two weeks out to have her roof completedWe got the roof and gutters approved and have finished the roofWhile we were doing the
roof a family member of hers had told us to take down the guttersThis is not a process and but we did as the homeowner requested We acknowledge that the communications between Mrs*** and our project Manager was not up to our standardsThis issue has been taken up with him and will not happen in the futureWe were not aware of any cursing or aggressive language that happened but we have talked to the crew and the project manager to ensure the best customer service that we canWe have already spoken to Mrs*** and she has accepted our apologies and our resolutionWe wish Mrs*** good luck.We have done close to projects this year and we are sorry we did not meet Mrs*** expectations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Thank you
Regards,
*** ***
The response submitted by Mrs*** remains void of a clearly requested resolutionRoofing USA is willing, as has been the case from the beginning, to stand by our agreementPer our last signed agreement, dated November 25, our workmanship warranty has been extended from two (2) years to ten (10) years, and the current balance due from Mr& Mrs*** has been reduced to $0.The roof was inspected and found to be in excellent condition, void of any installation or material defectAs stated in our previous response to the Revdex.com (Revdex.com), Roofing USA’s roofing crew was scheduled to replace the drip edge again on Saturday, November The materials were ordered, on site, and the crew was aware of the work to be performed(See attached purchase order.) Again, the work was not completed only because Mrs*** requested the crew to leaveRoofing USA stands by the word of our roofing crew, and the ***s refusal to allow our crew back would support the account given by the crew.The decking money of five hundred dollars ($500) was refunded, and the check (check #1822) was accepted by Mr*** and cashed on December 1, Roofing USA’s roofing crew and the Owner also checked the decking and found no issueThe signed Certificate of Completion, dated July 17, and attached in Roofing USA’s first response, is also indicative of Mrand Mrs***’s acceptance of the work performed, including the decking overlay.Again, Roofing USA has completed our part of all agreements, and is prepared to continue to honor all agreements and warrantiesThis accompanies an understanding that we stand by our roofing crew, the work they do, and their integrityRoofing USA’s roofing crew has completed every roofing job on behalf of Roofing USA satisfactorily and without any similar issueClear instruction and communication is an integral part of the relationship between the Owner and roofing crew, and care is taken to outline all work to be done conciselyThe ***s have expressed that they are unwilling to allow our current roofing crew back on their propertyRoofing USA is unwilling to hire a different roofing crew, possibly jeopardizing quality and standards, when the current crew has such a consistent track recordRoofing USA does not see any alternate agreement or resolution necessary when all current agreements have been honored fully
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***
Mr. & Mrs. [redacted] had their roof replaced July 17, 2014. On that date, Mr. [redacted] signed a Certificate of Completion & Satisfaction stating that he and his wife had an opportunity to walk the property, inspect the work, and speak with a representative from Roofing USA to address...
any questions. That form also states that they agree to promptly report any problems within 10 days and allow Roofing USA to address them. When the new roof was installed, new decking was nailed on top of the existing decking at the approval of Mr. & Mrs. [redacted]. The existing decking was not rotted; it was simply soft in some places. The [redacted]s requested that we come back the next week and install new drip edge on the property. The new drip edge was installed the following week, as they had requested. Drip edge was outside of the original scope of work and caused additional charges to be incurred. There was no communication between Mr. & Mrs. [redacted] and Roofing USA between that date and November 19, 2014. On November 19, 2014, Roofing USA obtained a good phone number for Mr. [redacted], and called to speak to him about the balance still outstanding for the installation of the drip edge. There was no threat of a lien being placed. A representative explained that the balance had been outstanding for more than 90 days, and our customary process was to proceed with lien placement at 60 days outstanding. The representative stated we were trying to communicate with them prior to further action being taken, and we wanted to know if a problem with the work was preventing their payment. During that conversation, Mr. [redacted] stated that he had no knowledge of the balance owed and didn’t want to pay any additional money as they were unhappy with the new decking being nailed to the old decking. The representative arranged a meeting between the [redacted]s and the owner of Roofing USA. At that meeting, they set an additional date for Roofing USA’s Owner to physically walk the roof, inspect any issues they had, reimburse money they paid for the decking, and arrange for our roofing crew to fix any agreed upon issues. On November 25, 2014, the Owner and another employee of Roofing USA went back to the property and met with Mr. [redacted]. He stated that he wanted the drip edge replaced again, the roofer to ensure the wood is laid down properly, and he wanted the exhaust cap sealed. Mr. [redacted] showed us where the exhaust cap was leaking in the basement and stated that was the only leak. We had previously advised the [redacted]s to have the exhaust cap replaced by an HVAC contractor. Although we do not do HVAC work, we agreed to seal around the exhaust cap again. At that meeting, the Owner and Mr. [redacted] signed an agreement stating those issues would be addressed, Roofing USA was extending their workmanship warranty from 2 years to 10 years, Roofing USA refunded the decking money, and Roofing USA was taking the outstanding balance on the drip edge down to $0. Mr. [redacted] stated that he would meet with Roofing USA’s roofer Saturday, November 29 at 9:00 am. Roofing USA’s Owner sent our roofer to the property at that time with a list of work to be done. No one was home when the roofer arrived. The Owner instructed him to start the list of work until someone arrived. Roofing USA’s roofer called the Owner at 10:03 am, stating that Mrs. [redacted] arrived home and asked him to leave as they did not agree to any such agreement. The [redacted]s called the Owner on his personal cell phone four times that day, outside of normal business hours. Roofing USA’s Owner spoke with them three times, trying to understand the issues. Because communication from the [redacted]s became hostile, the Owner did cease communication with them over the phone. Roofing USA has gone above and beyond to, not only meet the expectations of the [redacted]s, but exceed them. Roofing USA has obtained two signed forms from Mr. [redacted] stating they have received agreeable work and terms of resolution. However, their requested desired resolution continues to change. At this time, Roofing USA does not see any additional measures that could be taken on their behalf to improve the situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When I arrived home on November 29, 2014 there were 3 people on my roof. The lead, [redacted], asked where the leak was. I told him that I was not part of that conversation and felt if his boss sent him to do work he should have know what needed to be done. He stated that there was nothing he could do about the drip edge. I said "Ok, Thank you" and walked into my house. At no time was I rude and I did not order anyone off my roof or off my property. At that time the crew packed up and left and any agreed upon fixes were not completed. At no time did I order anyone off my roof or off my property. I left [redacted] a message telling him I was upset because his employee was not telling him the truth. My husband also called and left a message telling him he still expected the agreed upon repairs to take place and to send someone other than [redacted] because we is not welcome. We did not become hostile. Upset, yes. We did not give approval to lay new decking on top of old decking. I am a forgiving person and do not like conflict but when someone is flat out telling lies about me, I [redacted] stick up for myself. I don't care if we called during non business hours. We are still a customer, at this point a very unsatisfied customer. We were impressed with [redacted] when he showed up at the house and wanted to work this out. Maybe there is a language barrier between us and his crew. [redacted]'s English is not very good and the rest of the crew speaks no English. Maybe when I told [redacted] that I was not part of the conversation between [redacted] and my husband about what work was to be completed he understood that to mean I didn't know they were going to be there. I [redacted] give him that but I [redacted] not tolerate him stating that I told them to get off my roof or property.
Regards,[redacted]
Revdex.com/Fogle,
We received the complaint that was filled on 10/10/14 and have reviewed the file. We are sorry for the inconvenience. We signed a contract with Mrs. [redacted] on 9/18/14 and got her roof approved through the insurance company on 9/29/14. We picked out all the material she was using and...
material was being delivered on Friday 10/3/14. Mrs. [redacted] and her boyfriend called the night before delivery to cancel. We asked them why and they stated poor workmanship down the road. At that point we had our sales rep, foreman, production manager and our branch manager check the roof. There is not one issue with the roof and the customer( a Lexington police officer) and his family are happy with the work. If any issues ever arrives with quality we address all issues within 48 hrs. We received a phone call from Mrs. [redacted]s boyfriend the weekend we were supposed to do the build and he stated that he did not want illegal Mexicans on her property. We assured him(which we do not have a contract with him) that they are not illegal and are not even Mexican. He insisted that Roofing USA has done over 450 roofs this year and has not had one complaint from a customer. We believe in quality and all of our work is quality checked three times to ensure the customer is happy. 100% customer satisfaction is our goal. they were and started to threat Roofing USA and the safety of our sales rep. Quote He better watch his back. On 10/ 7/14 the boyfriend called the office again threatening the safety of our sales rep and the company stating that he is a bad [redacted] and that we should call Fayette county and ask about him. He stated that someone in his family is a high attorney and will do him a favor to shut us down. We will never lay another shingle in his town again.
Mrs. [redacted]'s Boyfriend once again called our sales rep on 10/8/14 again threatening his safety and hung up really fast. Our sales rep called back and they ignored the phone call. Mr. [redacted]'s Boyfriend has threatened the safety of our reps several times.
Our customers can use any brand they want. We showed them GAF samples. Every manufacture has a different name for their shingles GAF-charcoal, Owens corning Onyx black tamko-rustic black.
We were told by Mrs. [redacted]'s boyfriend the reason for cancellation was not due to quality but due to that he doesn't want Mexicans on her property and we are deeply saddened by this. Per contract if they cancel after the three day period the customer agrees to pay us 20% of the settlement amount paid by the insurance company for projected lost profits. Plus Mrs. [redacted] owes us for the 15% restocking fee for a total of $2312.19. At this time we are not going to bill Mrs. [redacted] for the balance.
Settlement response: We will refund Mrs. [redacted]'s money to her a check will be sent out on 10/17/14 to her address listed on her contract. We ask her to please have her boyfriend stop threatening the safety of our sales reps and the safety of our company. We also ask her to have her boyfriend to stop slandering our name and calling our office.
We wish Mr's [redacted] and her boyfriend good luck in the future