Initial Business Response /* (1000, 5, 2015/11/19) */
See Attached
Response to case # [redacted] 11/18/2015
We contracted with Mr. and Mrs.[redacted] on 10/05/15, at that time we agreed to meet with their insulation company to coordinate the install of the roof and insulation. Mrs ....
[redacted] spoke to my salesman Jason [redacted] to arrange the start date. We at Sela did not lie about this time frame.
During the roofing project we punctured the sidewall flashing and it caused a leak, Sela was very proactive in getting it fixed and even took care of the small interior damage that it caused, we cleaned the siding and marks caused by shingles and agreed to $150.00 credit for the bird bath that was damaged.
We were called out again on November 17th 2015 for a leak that was noticed in the fireplace. We sent out Jose [redacted] our field guy and found that the metal cap on the chimney was rusted, the flu cap was missing and the flu pipe was missing the collar. We informed Mr.[redacted] that this was not part of our contract and that this had to be done by licensed heating and Air Conditioning Company. (attached are the before pictures showing there was never a cap upon our first visit we were estimating the job on July 6th 2015 and also the pictures taken by Jose on Novemberl7th 2015. I also am attaching another photo showing which kind of cap should be installed (this photo is from another job site). Mr.[redacted] was not happy with Jose [redacted] explanation and kick him off his property.
We feel we have been very responsive and made necessary corrections that occurred, we cannot be responsible for a preexisting condition that Sela did not create and cannot be responsible for repairs outside of our agreed contract with Mr. and Mrs.[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chimney cap in question does not look like what was there prior to sela being here. God only knows if the crew damaged it and tried to hide it like it did our basin for the bird bath that they broke. Our deck is still stained by falling shingles in numerous places. If they said they corrected the scruff marks, on our deck and entryway railings, then their workmanship is seriously lacking. If you would like I can get the insulation representatives to say when sela told them they would be there, which was a different time than what we were told.
Final Business Response /* (4000, 9, 2015/11/20) */
We would be happy to take care of scuff marks on the deck if they are present. As far as the chimney cap that's leaking our roofers did not touch it to high up were we were working and before pictures indicate it was never present.
Pat [redacted]
Selaroofing
Initial Business Response /* (1000, 5, 2015/07/13) */
We reached out to [redacted] and apologized for the delays, we offered a discount for the delays which [redacted] accepted. We have scheduled the roof installation
Thank you
Pat
Initial Business Response /* (1000, 5, 2015/01/21) */
Revdex.com
Case #[redacted]
Dear [redacted],
We were contacted by Mr. [redacted] on May 22, 2014 via our live chat on Sela's website indicating that he had some roofing and siding concerns that he wanted addressed (exhibit...
1). We set an appointment for the salesman, [redacted], for May 23, 2014. Upon our visit to Mr. [redacted]'s residence, we found it to be in poor shape. The siding around the dormers need to be removed to flash the roof properly and reinstalled. The material Mr. [redacted] had installed were cedar shakes, which are very costly, and that was conveyed to Mr. [redacted]. At that time, both [redacted] and Mr. [redacted] agreed to write an estimate for full siding replacement, full roof replacement and insulation. Upon completion of all projects, both passed city inspection; we received a call from Mr. [redacted] stating that he had a leak. We sent a field supervisor out and the roof and siding that we installed didn't have any issues and we found that his windows were in need of replacement. We sent Mr. [redacted] an estimate for four (4) Pella windows which had a clad exterior, not wood like his current windows. The reason for this is that we did not want this to happen to his windows in the future (exhibit 2). Mr. [redacted] indicated that it was out of his price range and that the windows he currently had were much less expensive. He wanted us to then give a second estimate for less expensive windows similar to what he had. We sent him an estimate for a Crestline product, bid amount of $3430.00, which we offered to cover the cost of labor due to his frustrations. The file was brought to accounts receivable, which mailed an invoice to Mr. [redacted] on December 15, 2014 for work completed and contracted for. On January 19, 2015, we followed up with a phone call. Mr. [redacted] was very irate with my employee and continuously used fowl language. My employee assured him that she was simply calling to collect on work completed under contract (invoice attached $39,514.00). We feel that we have been very cooperative. Mr. [redacted] received a second phone call from myself, [redacted] in accounts receivable and [redacted] on January 20, 2015. A voicemail was left without receiving a returned call. As mentioned before, this project has passed city inspection. There is an amount due for work that has been completed. We expect to be paid for work performed in a timely fashion. Otherwise we will be forced to involve a collections agency which could include a lien and attorney fees according to our contract.
Sincerely,
[redacted]
Operations Manager
Sela Roofing and Remodeling
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dates and facts provided are inaccurate. No second bid was ever submitted for the windows. No invoice for the work has ever been provided because [redacted] admitted to the errors ans said he would make it right. [redacted] has never made an attempt to contact me in fact his staff refused to provide his name despite repeated requests. I became irate with [redacted] when she told me "Sela did not do windows" and insinuated I was lying about this situation. Their is no mention in Mr [redacted]'s response about the failure of Sela to seal & paint the window in question - which was part of the siding bid ( they said it couldn't be clad, but would be caulked and painted). Just the time line of this situation should indicate Sela's competency, commitment to service and integrity in this situation.
Final Business Response /* (4000, 9, 2015/01/28) */
We apologize for Mr. [redacted] not receiving the invoice, mailed out on December 15, 2014, and the window contract. [redacted] had assured us that he had sent them to your email address (delivery receipt attached). We sent it to the email on the file. We are inclosing a copy of the invoice and the contract once again. The day after Mr. [redacted] and [redacted] spoke; we ([redacted] and I) called and left a voicemail. [redacted] has also left Mr. [redacted] a voicemail, neither of which has ever been returned. We have caulked and painted the window that Mr. [redacted] is referring to.
Our offer still stands that we will install the windows at no charge to Mr. [redacted], if he pays for the material. No work will be executed until previous contracts are paid in full. Payment is expected to be received by Wednesday, February 4, 2015. Please contact [redacted] at [redacted] to make payment.
Final Consumer Response /* (3000, 11, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I simply don't understand why this business continues to blatantly lie about the facts in this situation. The attached email is a fake. In the "email forwarded" by [redacted], there was no attachment. The simply copied & pasted what looked like an email into this response. The address they sent it to is an active address for me and no email was ever received. They pulled the same stunt in a previous situation where they claimed to have sent something to a wrong extension. Both examples are attached. No invoice was ever sent. No manager has ever attempted to contact me. I told [redacted] and [redacted] I was no longer interested in working with [redacted] due to his past performance and would be happy to talk to a manager. No manager has ever made any attempt to contact me. This company has no integrity and I am going to be forced to turn this over to my attorney to resolve.
Consumer Response /* (-5, 16, 2015/02/11) */
I have now had a chance to review the invoice and compare to the original quotes. I have sent a check for the balance - $39,514. Needless to say, I will not be a good referral customer for Sela. My new slogan - "Don't Say Sela."
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/12/21) */
We emailed [redacted] to meet again out on his property to make sure we get the items corrected that he is not satisfied with. We did meet with him and discussed corrections originally and completed the items and [redacted] (wife of [redacted]) confirmed the...
corrections to be satisfactory. We will follow up again with the Revdex.com when we have them completed
Thank you
[redacted]
Operations Manager
Sela Roofing
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are NOT satisfied with the result. I ([redacted]) was home while the siding crew was reinstalling the awning on Oct 29. I asked why they were doing the reinstall when Dan and [redacted] agreed the awning company should do it and there was no answer. I was outside during some of the reinstall and at one point one of the crew asked if it looked level, I couldn't tell. It is not my job to know how an awning should be leveled. That is because I have zero knowledge or skill in construction. That's why we hire someone who is supposed to be an expert. If Sela has the homeowner doing their final inspections then they have additional issues beyond this. We acknowledge that the siding crew did a very good job at the siding, that is their expertise-NOT AWNINGS.
While I was getting ready for work the crew said they were done, and I walked outside and thanked them. I did not realize the damage until my husband came home and showed me (as I said, I don't know anything about construction). [redacted] emailed Sela on Nov 5, and expressed that we were not satisfied. [redacted] described in detail the awning and siding issues, plus a few things that were missed on the original invoice (i.e storm collar). Sela addressed the missing items, but never addressed the current awning and siding problems after the 2nd reinstallation.
Sela's response does NOT address all the issues stated in the complaint. This does not address the careless handling of our claim; damage that was done to the awning and ignored; poor communication; unacceptably late timeline; unsettled invoice totals to be handled between Sela and the insurance company, and the complete lack of project management.
We advise Sela to read the entire complaint. We stand firm on our stated settlement.
Final Business Response /* (4000, 9, 2015/12/29) */
We met with [redacted] and [redacted] and are addressing all the issues and concerns. As agreed with both homeowners. Sela will meet with awning company to get corrections made, replace some siding and fascia, address shingles that are sticking up. As agreed we will start the process and make corrections when weather permits.
[redacted]
Operations Manager
Sela Roofing and Remodeling
Initial Business Response /* (1000, 5, 2015/11/19) */
See Attached
Response to case # [redacted] 11/18/2015
We contracted with Mr. and Mrs.[redacted] on 10/05/15, at that time we agreed to meet with their insulation company to coordinate the install of the roof and insulation. Mrs ....
[redacted] spoke to my salesman Jason [redacted] to arrange the start date. We at Sela did not lie about this time frame.
During the roofing project we punctured the sidewall flashing and it caused a leak, Sela was very proactive in getting it fixed and even took care of the small interior damage that it caused, we cleaned the siding and marks caused by shingles and agreed to $150.00 credit for the bird bath that was damaged.
We were called out again on November 17th 2015 for a leak that was noticed in the fireplace. We sent out Jose [redacted] our field guy and found that the metal cap on the chimney was rusted, the flu cap was missing and the flu pipe was missing the collar. We informed Mr.[redacted] that this was not part of our contract and that this had to be done by licensed heating and Air Conditioning Company. (attached are the before pictures showing there was never a cap upon our first visit we were estimating the job on July 6th 2015 and also the pictures taken by Jose on Novemberl7th 2015. I also am attaching another photo showing which kind of cap should be installed (this photo is from another job site). Mr.[redacted] was not happy with Jose [redacted] explanation and kick him off his property.
We feel we have been very responsive and made necessary corrections that occurred, we cannot be responsible for a preexisting condition that Sela did not create and cannot be responsible for repairs outside of our agreed contract with Mr. and Mrs.[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chimney cap in question does not look like what was there prior to sela being here. God only knows if the crew damaged it and tried to hide it like it did our basin for the bird bath that they broke. Our deck is still stained by falling shingles in numerous places. If they said they corrected the scruff marks, on our deck and entryway railings, then their workmanship is seriously lacking. If you would like I can get the insulation representatives to say when sela told them they would be there, which was a different time than what we were told.
Final Business Response /* (4000, 9, 2015/11/20) */
We would be happy to take care of scuff marks on the deck if they are present. As far as the chimney cap that's leaking our roofers did not touch it to high up were we were working and before pictures indicate it was never present.
Pat [redacted]
Selaroofing
Initial Business Response /* (1000, 5, 2015/07/13) */
We reached out to [redacted] and apologized for the delays, we offered a discount for the delays which [redacted] accepted. We have scheduled the roof installation
Thank you
Pat
Initial Business Response /* (1000, 5, 2015/01/21) */
Revdex.com
Case #[redacted]
Dear [redacted],
We were contacted by Mr. [redacted] on May 22, 2014 via our live chat on Sela's website indicating that he had some roofing and siding concerns that he wanted addressed (exhibit...
1). We set an appointment for the salesman, [redacted], for May 23, 2014. Upon our visit to Mr. [redacted]'s residence, we found it to be in poor shape. The siding around the dormers need to be removed to flash the roof properly and reinstalled. The material Mr. [redacted] had installed were cedar shakes, which are very costly, and that was conveyed to Mr. [redacted]. At that time, both [redacted] and Mr. [redacted] agreed to write an estimate for full siding replacement, full roof replacement and insulation. Upon completion of all projects, both passed city inspection; we received a call from Mr. [redacted] stating that he had a leak. We sent a field supervisor out and the roof and siding that we installed didn't have any issues and we found that his windows were in need of replacement. We sent Mr. [redacted] an estimate for four (4) Pella windows which had a clad exterior, not wood like his current windows. The reason for this is that we did not want this to happen to his windows in the future (exhibit 2). Mr. [redacted] indicated that it was out of his price range and that the windows he currently had were much less expensive. He wanted us to then give a second estimate for less expensive windows similar to what he had. We sent him an estimate for a Crestline product, bid amount of $3430.00, which we offered to cover the cost of labor due to his frustrations. The file was brought to accounts receivable, which mailed an invoice to Mr. [redacted] on December 15, 2014 for work completed and contracted for. On January 19, 2015, we followed up with a phone call. Mr. [redacted] was very irate with my employee and continuously used fowl language. My employee assured him that she was simply calling to collect on work completed under contract (invoice attached $39,514.00). We feel that we have been very cooperative. Mr. [redacted] received a second phone call from myself, [redacted] in accounts receivable and [redacted] on January 20, 2015. A voicemail was left without receiving a returned call. As mentioned before, this project has passed city inspection. There is an amount due for work that has been completed. We expect to be paid for work performed in a timely fashion. Otherwise we will be forced to involve a collections agency which could include a lien and attorney fees according to our contract.
Sincerely,
[redacted]
Operations Manager
Sela Roofing and Remodeling
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dates and facts provided are inaccurate. No second bid was ever submitted for the windows. No invoice for the work has ever been provided because [redacted] admitted to the errors ans said he would make it right. [redacted] has never made an attempt to contact me in fact his staff refused to provide his name despite repeated requests. I became irate with [redacted] when she told me "Sela did not do windows" and insinuated I was lying about this situation. Their is no mention in Mr [redacted]'s response about the failure of Sela to seal & paint the window in question - which was part of the siding bid ( they said it couldn't be clad, but would be caulked and painted). Just the time line of this situation should indicate Sela's competency, commitment to service and integrity in this situation.
Final Business Response /* (4000, 9, 2015/01/28) */
We apologize for Mr. [redacted] not receiving the invoice, mailed out on December 15, 2014, and the window contract. [redacted] had assured us that he had sent them to your email address (delivery receipt attached). We sent it to the email on the file. We are inclosing a copy of the invoice and the contract once again. The day after Mr. [redacted] and [redacted] spoke; we ([redacted] and I) called and left a voicemail. [redacted] has also left Mr. [redacted] a voicemail, neither of which has ever been returned. We have caulked and painted the window that Mr. [redacted] is referring to.
Our offer still stands that we will install the windows at no charge to Mr. [redacted], if he pays for the material. No work will be executed until previous contracts are paid in full. Payment is expected to be received by Wednesday, February 4, 2015. Please contact [redacted] at [redacted] to make payment.
Final Consumer Response /* (3000, 11, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I simply don't understand why this business continues to blatantly lie about the facts in this situation. The attached email is a fake. In the "email forwarded" by [redacted], there was no attachment. The simply copied & pasted what looked like an email into this response. The address they sent it to is an active address for me and no email was ever received. They pulled the same stunt in a previous situation where they claimed to have sent something to a wrong extension. Both examples are attached. No invoice was ever sent. No manager has ever attempted to contact me. I told [redacted] and [redacted] I was no longer interested in working with [redacted] due to his past performance and would be happy to talk to a manager. No manager has ever made any attempt to contact me. This company has no integrity and I am going to be forced to turn this over to my attorney to resolve.
Consumer Response /* (-5, 16, 2015/02/11) */
I have now had a chance to review the invoice and compare to the original quotes. I have sent a check for the balance - $39,514. Needless to say, I will not be a good referral customer for Sela. My new slogan - "Don't Say Sela."
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/12/21) */
We emailed [redacted] to meet again out on his property to make sure we get the items corrected that he is not satisfied with. We did meet with him and discussed corrections originally and completed the items and [redacted] (wife of [redacted]) confirmed the...
corrections to be satisfactory. We will follow up again with the Revdex.com when we have them completed
Thank you
[redacted]
Operations Manager
Sela Roofing
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are NOT satisfied with the result. I ([redacted]) was home while the siding crew was reinstalling the awning on Oct 29. I asked why they were doing the reinstall when Dan and [redacted] agreed the awning company should do it and there was no answer. I was outside during some of the reinstall and at one point one of the crew asked if it looked level, I couldn't tell. It is not my job to know how an awning should be leveled. That is because I have zero knowledge or skill in construction. That's why we hire someone who is supposed to be an expert. If Sela has the homeowner doing their final inspections then they have additional issues beyond this. We acknowledge that the siding crew did a very good job at the siding, that is their expertise-NOT AWNINGS.
While I was getting ready for work the crew said they were done, and I walked outside and thanked them. I did not realize the damage until my husband came home and showed me (as I said, I don't know anything about construction). [redacted] emailed Sela on Nov 5, and expressed that we were not satisfied. [redacted] described in detail the awning and siding issues, plus a few things that were missed on the original invoice (i.e storm collar). Sela addressed the missing items, but never addressed the current awning and siding problems after the 2nd reinstallation.
Sela's response does NOT address all the issues stated in the complaint. This does not address the careless handling of our claim; damage that was done to the awning and ignored; poor communication; unacceptably late timeline; unsettled invoice totals to be handled between Sela and the insurance company, and the complete lack of project management.
We advise Sela to read the entire complaint. We stand firm on our stated settlement.
Final Business Response /* (4000, 9, 2015/12/29) */
We met with [redacted] and [redacted] and are addressing all the issues and concerns. As agreed with both homeowners. Sela will meet with awning company to get corrections made, replace some siding and fascia, address shingles that are sticking up. As agreed we will start the process and make corrections when weather permits.
[redacted]
Operations Manager
Sela Roofing and Remodeling