Silverback Roofing

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear [redacted],I am sending supporting documentation for my complaints against Revdex.com accredited, Silverback Roofing (complaint #10034210) and [redacted]. both companies owned by Mr. [redacted]. The email history (1-6 is attached) from the week of 4/28/14 and it provides necessary insight into my experiences dealing with [redacted]. Of particular relevance, emails 1-3, show that his company didn't do what they said they were going to do twice. Not doing what you say you are going to do once, raises concerns, but I'm not a good person to do that twice to within 3 days. Following up and not following through on what you say you are going to do twice, although unprofessional, pales when compared with the response to the Revdex.com by Mr. [redacted] - that contains outright lies...  escalates the matter, and makes it most certain to spring me into a determined action to protect others and my family from a company that uses this form of unethical business practice.I asked on Monday morning, 4/28/14, for them to provide me with two specific scenarios. The first was to repair the damaged fascia which was a requirement to retain our homeowner's insurance. (see [redacted] letter) The second was an elective that I also afforded them - to quote to paint the fascia all the way around our house. The fact that in [redacted]'s very first email response, 2, of our email dialog that he only referenced #'s, absolutely NO FREE REPAIRS - is a clear view of his intention, which was only to consider the second option that I offered to them for which they would obviously receive additional compensation. The topic of free repairs NEVER arose until he heard of my intention to submit a Revdex.com complaint or to contact the media. (See [redacted]'s response, 4, which raised the hair on the back of my neck, because of its' blatant misrepresentation of our Monday morning meeting. Getting blown off a couple [redacted]es happens and is not good - but lying is another matter and a sure way to compel me to action. It is next to impossible for me to sit idle when confronted with untruth. It is important, not just for my family, but for others as well to confront and expose companies like Silverback Roofing and [redacted]. that utilize this type of business practice. This made me committed to following through on the Revdex.com complaint process.  My response, 5, was my strong reaction to hearing what was clearly not true including his:  "....during our meeting on 4/28/14 [redacted] and I told you that we would take care of damaged fascia replacement in front and back of house." If I had heard anything of this sort, I would 1) remember it and 2) most certainly not have agreed to have someone else do the work for $2400 plus tax on May 2nd. [redacted]'s response which is a fabrication of our Monday meeting is not cogent, and defies reason.Being Revdex.com accredited matters. Silverback Roofing's brochure (copy included) has the Revdex.com insignia right on it. On the other hand when [redacted] came out in May to cut the leak stain out of the family room (see ceiling pictures)... I didn't know that they had an ongoing, inconsistent and checkered history with their Department of Contractor's license - being granted, suspended, revoked, re-instated etc numerous [redacted]es. (See their DOC license history in the 2011 [redacted]e frame attached)[redacted]'s recent Revdex.com response, which spins their not doing what they said they were going to do into "...we are sorry that the customer's expectations were not met in this instance" is totally unacceptable for a reputable business. Expecting honesty is not an unreasonable expectation. When they failed to do what they said they were going to do - then articulated a false narrative about 4/28/14, they lost credibility with me. As a result of this I have become totally uncomfortable with them doing any further work or repairs at our home.When was the job was really done? (see fax of 6/9/2011) an invoice which clearly falls within their 3 year warranty [redacted]e frame which was sent to Silverback roofing by my wife. Silverback Roofing's certificate says the warranty expires 2/2014 - but shouldn't the warranty go into effect after the job is complete INCLUDING all damage repair?  Look at the family room ceiling leak repair (attached) which quite possibly was done by an unlicensed [redacted] (also [redacted]'s business) calls into serious question the accuracy of their Feb. 2011 expiration date. (certificate attached)  Although, I reasonably could and probably should have had my entire family room ceiling re-done (see picture of the cut out area attached) because of the solar line leak created by Silverback Roofing, I did not and therefore still am not asking for that work to be done. With my experience with these companies, It should come as no surprise - I don't want any more work done by them. A reasonable compromise is to resolve this matter by having them reimburse me what I've requested (see invoice) for the outside work in exchange for me giving them a pass on the inside debacle.I received several supplemental checks from [redacted]e, which I then had to forward to Silverback. They were very uninhibited when it came to contacting [redacted] directly and receiving additional reimbursement for several things. Yet the fascia was irrelevant to them and my responsibility. [redacted]'s response was quick to pass the buck to me even though they were the ones who were supposed to be the roofing professionals. If they cared about their customer, they would have told me or contacted [redacted] about my fascia issues. That was not a priority to them. Good roofers look out for their people. They also custamarily  leave some shingles behind from their last bag of shingles. They did none of this so I've learned from there many mistakes.I simply seek, due to issues of honesty, integrity, and reliability relevant to Silverback Roofing and [redacted]., the repair cost for the cracked and damaged fascia in the amount of $2520.Their business response, which implies that they intended to be cooperative with me, is contradicted by the facts and  by reason. My complaints against Silverback Roofing and [redacted] remain unresolved unless they take accountability for the reasonable reimbursement of my expenses. Allowing [redacted] to re-do my family room ceiling so it matches throughout, is understandably (post 4/28/14 emails) and under the circumstances not a realistic or reasonable option.I thank you for reviewing all my attached documentation. I look forward to your or Mr. [redacted]'s response.Best Regards,[redacted]

We are disappointed and disheartened by Mr. [redacted]’s mischaracterizations and his accusations, which are based more on his assumptions and perceptions and less on fact.  Clearly Mr.  [redacted]’s recollection of events and ours differ, but rather than engage in a he said, she said account, we think it is best to look at the relevant facts: 1) the condition of the deteriorated fascia was the result of homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement expired in February 2014, 4) the fascia was not included in the contract and, therefore, not covered in the warranty to begin  with, 5) the dry rot on the exterior siding of Mr. [redacted]’s home was not in any way, shape or form related to his roof. Mr. [redacted] has gone into great detail about a lot of extraneous issues, but in the end the issue at hand is very simple - Mr. [redacted] neglected the maintenance of his home and, once forced by his insurance company to repair it, wants someone else to pay for it.  Whether or not Silverback Roofing was going to repair the deteriorated areas of fascia for free or for a fee is, ul[redacted]ately, irrelevant as it had no obligation or duty (contractual or otherwise) to perform any additional work on Mr. [redacted]’s home. Not only is Mr. [redacted] trying to place the blame for the deteriorated  condition of his fascia on Silverback Roofing’s shoulders, but he is now also trying to get Silverback Roofing to pay  for additional work on his home which is wholly unrelated to the roof.  

One need only look at the April 17, 2014 letter from [redacted] that Mr.  [redacted] submitted with his recent response to confirm this.  The letter identifies two areas of Mr. [redacted]’s home that had to be repaired in order to keep his policy – both of which were the result of homeowner neglect.  Those two areas were:

1.       The siding/frame exterior of the dwelling or garage has dry rot.

2.       The soffits/fascia/eaves are cracking, in need of paint.

Clearly, the dry rot on the exterior siding of his home located at the base of the dwelling and by the water supply line has absolutely nothing to do with the deteriorated fascia located near the roof.  Further, the photograph of the siding Mr. [redacted] provided is just further evidence of Mr. [redacted]’s neglect when it  comes to the maintenance of his home.  Mr. [redacted] has repeatedly stated that the cost to repair the areas of deteriorated fascia was $2,520.  This is completely false.  The es[redacted]ate Mr. [redacted] submitted very clearly shows that this amount was for both tasks identified by [redacted], not just the fascia repair (which is the more minor of the two issues), yet Mr. [redacted] is claiming it was entirely for the fascia repair.  In fact, in his recent response  to the Revdex.com Mr. [redacted] stated “I simply seek…the repair cost for the cracked and damaged fascia in the amount of $2520.”  He makes no mention at all of the unrelated exterior siding replacement included in this amount.  It is interesting that the detail Mr. [redacted] has included in his accusations is suddenly missing when it comes to the description of the work included in the $2,520 he wants Silverback Roofing to pay.  This is clear evidence that Mr. [redacted] is trying to get someone else (i.e. Silverback Roofing) to pay for: 

1) work for which it was/is not responsible,

2) work that had absolutely nothing to do with the roof or fascia of the home, and 

3) conditions that were caused by years of homeowner 

neglect.  

At what point does personal accountability come into play?  Below are additional facts. Original Contract and work (2011): This was a CAT project (meaning it was part of an insurance industry-wide catastrophic repair effort following the 2010 hail storm in the valley). Mr. [redacted]’s claim that Silverback Roofing should have advised [redacted] of  the condition of the fascia is not cogent, as 1) an adjuster for  [redacted] personally inspected Mr. [redacted]’s home, including the fascia, and 2) determined that the  condition of the fascia was not caused by the storm.  (Indeed, it was  caused by years of homeowner neglect.) As the entity paying for the roof replacement, [redacted] had the final say  in what scope of work would be covered, and, again, deteriorated fascia  due to homeowner neglect was not covered as part of the “catastrophic loss”, as it was  not caused by the hail storm.  As a result, the fascia was not included  in the contract and was not a part of Silverback Roofing’s scope of  work.

Mr. [redacted] could have had the fascia repaired at the [redacted]e of the roof replacement, or any [redacted]e in the three years since, at his own expense but he chose not to. Mr. [redacted] even admitted in his May 1, 2014 email that the “fascia is a ball that I neglected to keep my eye on.” Now, three years later, after allowing the fascia to continue to deteriorate, he is not happy with his decision, and he wants to blame Silverback Roofing for it.

Warranty

Silverback Roofing provided an industry standard 3-year warranty on the roof replacement, and a 1-year warranty on all other repairs. The warranty took effect on February 24, 2011. The warranty for the roof replacement expired on February 24, 2014; the warranty for “all other repairs” expired on February 24, 2012.

The fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired). As a side note, Mr. [redacted]’s references to Silverback Roofing’s license being suspended, re-instated, etc. are not pertinent, as Silverback Roofing was fully licensed and bonded at the [redacted]e all work was performed on Mr. [redacted]’s home.  Further, the issues were related to the filing of paperwork, NOT Silverback Roofing’s work  (as evidenced by the Registrar of Contractor printouts which show no [redacted]er complaints).  Family Room Ceiling: The repair to the ceiling of Mr. [redacted]’s family room was completed nearly three years ago, at the direction of Mr. [redacted], and Mr. [redacted] accepted the work. 

Silverback Roofing/[redacted] would have redone the popcorn finish on the whole ceiling at that [redacted]e, but, as Mr. [redacted] admitted in his Revdex.com complaint, he “did not want to give up my lift recliner which was in that room.”  He further admitted in his response that he “reasonably could and probably should have had my entire family room ceiling re-done…I did not…” 

Again, Mr. [redacted] made a decision at the [redacted]e that, now, three years later he is unhappy with, and now wants to hold someone else responsible for the outcome of his decision.

 April/May 2014:

When Silverback Roofing met with Mr. [redacted] on April 28, 2014, we left having told him we would take care of the two areas of deteriorated fascia.  When we said “We’ll take care of it” we meant exactly that – that we would take care of it - at our own expense (even though we had no contractual or warranty obligation or duty to do so).  We regret that our intent was not clearly conveyed in a manner Mr. [redacted] could understand.  And while we have no doubt Mr. [redacted] will balk at  this and call us liars yet again, it does not change the fact that that  is what we meant.

Silverback Roofing’s May 1, 2014 email clearly stated we would address the fascia repairs the week of May 5, 2014, at which [redacted]e we would “measure fascia  around the house and prepare an es[redacted]ate to clean/prep/paint fascia.”  This  clearly shows that the “#s” Mr. [redacted] keeps saying is all Silverback Roofing cared about was for the additional, elective work he wanted  done, not the repair of the two areas of deteriorated fascia. In less than 72 hours of meeting with Mr. [redacted], he began threatening to file a Revdex.com complaint and to go to the media. Within three days of meeting with Mr. [redacted], he filed a complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing. Silverback Roofing called him the morning of May 2, 2014, to try to address his  concerns and work toward a resolution; however, Mr. [redacted] did not answer or return the call.  Had Mr. [redacted] answered or returned our call, we could have discussed the  matter further, confirmed our intention to repair the two areas of  deteriorated fascia at no cost to him, and had the repair done the week of May 5, 2014.  

Instead, Mr. [redacted] hired another company to repair and/or replace the fascia and now wants Silverback Roofing to pay for those (and other unrelated) repairs. Mr. [redacted] wants to paint Silverback Roofing as liars because we did not  respond to him with information by exactly the [redacted]e we told him we would.  We have accepted responsibility for not following through as [redacted]ely as we intended to.  We hope that the Revdex.com  will see it for what it truly is – the simple fact that life some[redacted]es  gets in the way of one’s best intentions.  It is interesting that Mr. [redacted] stated in his May 1, 2014 (1:40 am) email “I understand that some[redacted]es there is a tyranny of the urgent that can happen and you are probably busy on other projects.”  Clearly,  by his reaction and the steps he took (i.e. threatening a Revdex.com complaint and media attention in less than three days), he does  not really understand that some[redacted]es there is a tyranny of the urgent  that can happen and that we were working on other projects.  Instead of understanding, he got angry.  Even he admits in his recent response that he’s “not a good person to do that twice to within 3 days.”  Simply put, Mr. [redacted] got angry because we did not  respond to him as quickly as he expected us to, abruptly cut off  communication with Silverback Roofing and hired another contractor.  In short, in his anger, Mr. [redacted] cut off his nose to spite his face and now wants Silverback Roofing to pay to put it back on.  This is the third decision in this matter Mr. [redacted] has made for  which he now wants someone else to take responsibility and pay the price. We believe in the Revdex.com and recognize its important role in helping consumers.  However, we hope that the Revdex.com also stands up for business owners, big and small, when [redacted]ers try to take advantage and outsource blame that belongs in their own backyard.

This letter is in response to Complaint ID#: [redacted]

 

We at Silverback Roofing understand that it’s frustrating when expectations are not met, and we are sorry that the customer’s expectations were not met in this instance.  We have reviewed the...

customer’s complaint, the crux of which appears to be his frustration with the [redacted]ing of obtaining an es[redacted]ate, not any work actually performed by Silverback Roofing.  We endeavor to respond to all inquiries in a [redacted]ely manner, and we regret that in this instance we were unable to respond as quickly as the customer would have liked.  As background, the customer’s roof was damaged in the hail storm that swept through the Phoenix valley area in October 2010, causing widespread catastrophic damage.  As a result of the damage to the customer’s roof, [redacted]e(the customer’s homeowner’s insurance carrier) authorized the replacement of his roof.  In January, 2011, the customer and Silverback Roofing entered into a contract for the replacement of the customer’s roof in accordance with the scope of work authorized(and paid for) by [redacted]e.  Silverback Roofing completed the roof replacement in February 2011.

 

Based on information provided by the customer, in April 2014, he received a notice from [redacted] advising that certain areas of the fascia on his home needed to be repaired and/or replaced.  The areas of deteriorated fascia on his home are the result of [redacted]e and homeowner neglect (not any work performed by Silverback Roofing).  As the fascia was not damaged by the hail storm of 2010, the replacement of any deteriorated areas stemming from [redacted]e and/or homeowner neglect was not authorized. Repair and/or replacement of the fascia was not included in the contract between the customer and Silverback Roofing, and was not a part of Silverback Roofing’s scope of work at the customer’s home.  The customer had the option to have any areas of deteriorated fascia repaired and/or replaced at his own expense at the [redacted]e the roof was replaced (or at any [redacted]e in the three years since).  This was not done.  Over the past few years, the customer’s fascia has continued to deteriorate to the point that he received a notice from [redacted] that it would cancel his homeowner’s insurance policy if the areas were not repaired.  

Following receipt of the notice from [redacted]e, the customer contacted Silverback Roofing to discuss replacing certain areas of the fascia.  Silverback Roofing met with the customer on Monday, April 28, 2014.  Silverback Roofing values its customer relationships, and, because it does, Silverback Roofing stood ready to repair and/or replace the areas of deteriorated fascia at no cost to the customer (a fact that was discussed with the customer on April 28, 2014) even though: 1) the condition of the fascia was not the result of any work performed by Silverback Roofing, 2) the three-year warranty for the roof replacement had expired, and 3) the fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired).  Simply stated, even though the deteriorated condition of the customer’s fascia had nothing to do with the work performed by Silverback Roofing more than three years earlier, Silverback Roofing was going to take care of it for the customer. 

 

At the [redacted]e of the initial meeting on April 28, 2014, the customer also requested an es[redacted]ate for the cleaning, prepping and painting of the remaining fascia of his home (a homeowner maintenance issue).  Silverback regrets that it was unable to provide the customer with an es[redacted]ate by April 30, 2014, as it fully intended to.  However, it is important to note that Silverback Roofing remained in communication with the customer, and, indeed, had already advised that it would repair the damaged areasat no cost to the customer and well in advance of the deadline dictated by [redacted]e.  Unfortunately, on May 1, 2014,just three days after meeting with Silverback Roofing, the customer filed this complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing.  Silverback Roofing called the customer the morning of May 2, 2014, to try to address the customer’s concerns and work toward a resolution, however, the customer did not answer or return the call.  Instead, the customer hired another company to repair and/or replace the fascia at a cost of $2,520.00 and now wants Silverback Roofing to pay for those repairs. 

 

Again, Silverback Roofing regrets that it was unable to provide the customer with an es[redacted]ate for the elective cleaning and painting of the non-deteriorated areas of the fascia as quickly as we, and the customer, would have liked.  However,as stated above and reiterated here: 1) the condition of the deteriorated fascia was the result of [redacted]e and homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement had expired, and 4) the fascia was not included in the contract and, therefore, not covered under the warranty to begin with.  For these reasons, we must deny the customer’s request for reimbursement of the cost to replace the areas of deteriorated fascia.

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear [redacted],I am sending supporting documentation for my complaints against Revdex.com accredited, Silverback Roofing (complaint #10034210) and [redacted]. both companies owned by Mr. [redacted]. The email history (1-6 is attached) from the week of 4/28/14 and it provides necessary insight into my experiences dealing with [redacted]. Of particular relevance, emails 1-3, show that his company didn't do what they said they were going to do twice. Not doing what you say you are going to do once, raises concerns, but I'm not a good person to do that twice to within 3 days. Following up and not following through on what you say you are going to do twice, although unprofessional, pales when compared with the response to the Revdex.com by Mr. [redacted] - that contains outright lies...  escalates the matter, and makes it most certain to spring me into a determined action to protect others and my family from a company that uses this form of unethical business practice.I asked on Monday morning, 4/28/14, for them to provide me with two specific scenarios. The first was to repair the damaged fascia which was a requirement to retain our homeowner's insurance. (see [redacted] letter) The second was an elective that I also afforded them - to quote to paint the fascia all the way around our house. The fact that in [redacted]'s very first email response, 2, of our email dialog that he only referenced #'s, absolutely NO FREE REPAIRS - is a clear view of his intention, which was only to consider the second option that I offered to them for which they would obviously receive additional compensation. The topic of free repairs NEVER arose until he heard of my intention to submit a Revdex.com complaint or to contact the media. (See [redacted]'s response, 4, which raised the hair on the back of my neck, because of its' blatant misrepresentation of our Monday morning meeting. Getting blown off a couple [redacted]es happens and is not good - but lying is another matter and a sure way to compel me to action. It is next to impossible for me to sit idle when confronted with untruth. It is important, not just for my family, but for others as well to confront and expose companies like Silverback Roofing and [redacted]. that utilize this type of business practice. This made me committed to following through on the Revdex.com complaint process.  My response, 5, was my strong reaction to hearing what was clearly not true including his:  "....during our meeting on 4/28/14 [redacted] and I told you that we would take care of damaged fascia replacement in front and back of house." If I had heard anything of this sort, I would 1) remember it and 2) most certainly not have agreed to have someone else do the work for $2400 plus tax on May 2nd. [redacted]'s response which is a fabrication of our Monday meeting is not cogent, and defies reason.Being Revdex.com accredited matters. Silverback Roofing's brochure (copy included) has the Revdex.com insignia right on it. On the other hand when [redacted] came out in May to cut the leak stain out of the family room (see ceiling pictures)... I didn't know that they had an ongoing, inconsistent and checkered history with their Department of Contractor's license - being granted, suspended, revoked, re-instated etc numerous [redacted]es. (See their DOC license history in the 2011 [redacted]e frame attached)[redacted]'s recent Revdex.com response, which spins their not doing what they said they were going to do into "...we are sorry that the customer's expectations were not met in this instance" is totally unacceptable for a reputable business. Expecting honesty is not an unreasonable expectation. When they failed to do what they said they were going to do - then articulated a false narrative about 4/28/14, they lost credibility with me. As a result of this I have become totally uncomfortable with them doing any further work or repairs at our home.When was the job was really done? (see fax of 6/9/2011) an invoice which clearly falls within their 3 year warranty [redacted]e frame which was sent to Silverback roofing by my wife. Silverback Roofing's certificate says the warranty expires 2/2014 - but shouldn't the warranty go into effect after the job is complete INCLUDING all damage repair?  Look at the family room ceiling leak repair (attached) which quite possibly was done by an unlicensed [redacted] (also [redacted]'s business) calls into serious question the accuracy of their Feb. 2011 expiration date. (certificate attached)  Although, I reasonably could and probably should have had my entire family room ceiling re-done (see picture of the cut out area attached) because of the solar line leak created by Silverback Roofing, I did not and therefore still am not asking for that work to be done. With my experience with these companies, It should come as no surprise - I don't want any more work done by them. A reasonable compromise is to resolve this matter by having them reimburse me what I've requested (see invoice) for the outside work in exchange for me giving them a pass on the inside debacle.I received several supplemental checks from [redacted]e, which I then had to forward to Silverback. They were very uninhibited when it came to contacting [redacted] directly and receiving additional reimbursement for several things. Yet the fascia was irrelevant to them and my responsibility. [redacted]'s response was quick to pass the buck to me even though they were the ones who were supposed to be the roofing professionals. If they cared about their customer, they would have told me or contacted [redacted] about my fascia issues. That was not a priority to them. Good roofers look out for their people. They also custamarily  leave some shingles behind from their last bag of shingles. They did none of this so I've learned from there many mistakes.I simply seek, due to issues of honesty, integrity, and reliability relevant to Silverback Roofing and [redacted]., the repair cost for the cracked and damaged fascia in the amount of $2520.Their business response, which implies that they intended to be cooperative with me, is contradicted by the facts and  by reason. My complaints against Silverback Roofing and [redacted] remain unresolved unless they take accountability for the reasonable reimbursement of my expenses. Allowing [redacted] to re-do my family room ceiling so it matches throughout, is understandably (post 4/28/14 emails) and under the circumstances not a realistic or reasonable option.I thank you for reviewing all my attached documentation. I look forward to your or Mr. [redacted]'s response.Best Regards,[redacted]

This letter is in response to Complaint ID#: [redacted]

 

We at Silverback Roofing understand that it’s frustrating when expectations are not met, and we are sorry that the customer’s expectations were not met in this instance.  We have reviewed the...

customer’s complaint, the crux of which appears to be his frustration with the [redacted]ing of obtaining an es[redacted]ate, not any work actually performed by Silverback Roofing.  We endeavor to respond to all inquiries in a [redacted]ely manner, and we regret that in this instance we were unable to respond as quickly as the customer would have liked.  As background, the customer’s roof was damaged in the hail storm that swept through the Phoenix valley area in October 2010, causing widespread catastrophic damage.  As a result of the damage to the customer’s roof, [redacted]e(the customer’s homeowner’s insurance carrier) authorized the replacement of his roof.  In January, 2011, the customer and Silverback Roofing entered into a contract for the replacement of the customer’s roof in accordance with the scope of work authorized(and paid for) by [redacted]e.  Silverback Roofing completed the roof replacement in February 2011.

 

Based on information provided by the customer, in April 2014, he received a notice from [redacted] advising that certain areas of the fascia on his home needed to be repaired and/or replaced.  The areas of deteriorated fascia on his home are the result of [redacted]e and homeowner neglect (not any work performed by Silverback Roofing).  As the fascia was not damaged by the hail storm of 2010, the replacement of any deteriorated areas stemming from [redacted]e and/or homeowner neglect was not authorized. Repair and/or replacement of the fascia was not included in the contract between the customer and Silverback Roofing, and was not a part of Silverback Roofing’s scope of work at the customer’s home.  The customer had the option to have any areas of deteriorated fascia repaired and/or replaced at his own expense at the [redacted]e the roof was replaced (or at any [redacted]e in the three years since).  This was not done.  Over the past few years, the customer’s fascia has continued to deteriorate to the point that he received a notice from [redacted] that it would cancel his homeowner’s insurance policy if the areas were not repaired.  

Following receipt of the notice from [redacted]e, the customer contacted Silverback Roofing to discuss replacing certain areas of the fascia.  Silverback Roofing met with the customer on Monday, April 28, 2014.  Silverback Roofing values its customer relationships, and, because it does, Silverback Roofing stood ready to repair and/or replace the areas of deteriorated fascia at no cost to the customer (a fact that was discussed with the customer on April 28, 2014) even though: 1) the condition of the fascia was not the result of any work performed by Silverback Roofing, 2) the three-year warranty for the roof replacement had expired, and 3) the fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired).  Simply stated, even though the deteriorated condition of the customer’s fascia had nothing to do with the work performed by Silverback Roofing more than three years earlier, Silverback Roofing was going to take care of it for the customer. 

 

At the [redacted]e of the initial meeting on April 28, 2014, the customer also requested an es[redacted]ate for the cleaning, prepping and painting of the remaining fascia of his home (a homeowner maintenance issue).  Silverback regrets that it was unable to provide the customer with an es[redacted]ate by April 30, 2014, as it fully intended to.  However, it is important to note that Silverback Roofing remained in communication with the customer, and, indeed, had already advised that it would repair the damaged areasat no cost to the customer and well in advance of the deadline dictated by [redacted]e.  Unfortunately, on May 1, 2014,just three days after meeting with Silverback Roofing, the customer filed this complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing.  Silverback Roofing called the customer the morning of May 2, 2014, to try to address the customer’s concerns and work toward a resolution, however, the customer did not answer or return the call.  Instead, the customer hired another company to repair and/or replace the fascia at a cost of $2,520.00 and now wants Silverback Roofing to pay for those repairs. 

 

Again, Silverback Roofing regrets that it was unable to provide the customer with an es[redacted]ate for the elective cleaning and painting of the non-deteriorated areas of the fascia as quickly as we, and the customer, would have liked.  However,as stated above and reiterated here: 1) the condition of the deteriorated fascia was the result of [redacted]e and homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement had expired, and 4) the fascia was not included in the contract and, therefore, not covered under the warranty to begin with.  For these reasons, we must deny the customer’s request for reimbursement of the cost to replace the areas of deteriorated fascia.

We are disappointed and disheartened by Mr. [redacted]’s mischaracterizations and his accusations, which are based more on his assumptions and perceptions and less on fact.  Clearly Mr.  [redacted]’s recollection of events and ours differ, but rather than engage in a he said, she said account, we think it is best to look at the relevant facts: 1) the condition of the deteriorated fascia was the result of homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement expired in February 2014, 4) the fascia was not included in the contract and, therefore, not covered in the warranty to begin  with, 5) the dry rot on the exterior siding of Mr. [redacted]’s home was not in any way, shape or form related to his roof. Mr. [redacted] has gone into great detail about a lot of extraneous issues, but in the end the issue at hand is very simple - Mr. [redacted] neglected the maintenance of his home and, once forced by his insurance company to repair it, wants someone else to pay for it.  Whether or not Silverback Roofing was going to repair the deteriorated areas of fascia for free or for a fee is, ul[redacted]ately, irrelevant as it had no obligation or duty (contractual or otherwise) to perform any additional work on Mr. [redacted]’s home. Not only is Mr. [redacted] trying to place the blame for the deteriorated  condition of his fascia on Silverback Roofing’s shoulders, but he is now also trying to get Silverback Roofing to pay  for additional work on his home which is wholly unrelated to the roof.  

One need only look at the April 17, 2014 letter from [redacted] that Mr.  [redacted] submitted with his recent response to confirm this.  The letter identifies two areas of Mr. [redacted]’s home that had to be repaired in order to keep his policy – both of which were the result of homeowner neglect.  Those two areas were:

1.       The siding/frame exterior of the dwelling or garage has dry rot.

2.       The soffits/fascia/eaves are cracking, in need of paint.

Clearly, the dry rot on the exterior siding of his home located at the base of the dwelling and by the water supply line has absolutely nothing to do with the deteriorated fascia located near the roof.  Further, the photograph of the siding Mr. [redacted] provided is just further evidence of Mr. [redacted]’s neglect when it  comes to the maintenance of his home.  Mr. [redacted] has repeatedly stated that the cost to repair the areas of deteriorated fascia was $2,520.  This is completely false.  The es[redacted]ate Mr. [redacted] submitted very clearly shows that this amount was for both tasks identified by [redacted], not just the fascia repair (which is the more minor of the two issues), yet Mr. [redacted] is claiming it was entirely for the fascia repair.  In fact, in his recent response  to the Revdex.com Mr. [redacted] stated “I simply seek…the repair cost for the cracked and damaged fascia in the amount of $2520.”  He makes no mention at all of the unrelated exterior siding replacement included in this amount.  It is interesting that the detail Mr. [redacted] has included in his accusations is suddenly missing when it comes to the description of the work included in the $2,520 he wants Silverback Roofing to pay.  This is clear evidence that Mr. [redacted] is trying to get someone else (i.e. Silverback Roofing) to pay for: 

1) work for which it was/is not responsible,

2) work that had absolutely nothing to do with the roof or fascia of the home, and 

3) conditions that were caused by years of homeowner 

neglect.  

At what point does personal accountability come into play?  Below are additional facts. Original Contract and work (2011): This was a CAT project (meaning it was part of an insurance industry-wide catastrophic repair effort following the 2010 hail storm in the valley). Mr. [redacted]’s claim that Silverback Roofing should have advised [redacted] of  the condition of the fascia is not cogent, as 1) an adjuster for  [redacted] personally inspected Mr. [redacted]’s home, including the fascia, and 2) determined that the  condition of the fascia was not caused by the storm.  (Indeed, it was  caused by years of homeowner neglect.) As the entity paying for the roof replacement, [redacted] had the final say  in what scope of work would be covered, and, again, deteriorated fascia  due to homeowner neglect was not covered as part of the “catastrophic loss”, as it was  not caused by the hail storm.  As a result, the fascia was not included  in the contract and was not a part of Silverback Roofing’s scope of  work.

Mr. [redacted] could have had the fascia repaired at the [redacted]e of the roof replacement, or any [redacted]e in the three years since, at his own expense but he chose not to. Mr. [redacted] even admitted in his May 1, 2014 email that the “fascia is a ball that I neglected to keep my eye on.” Now, three years later, after allowing the fascia to continue to deteriorate, he is not happy with his decision, and he wants to blame Silverback Roofing for it.

Warranty

Silverback Roofing provided an industry standard 3-year warranty on the roof replacement, and a 1-year warranty on all other repairs. The warranty took effect on February 24, 2011. The warranty for the roof replacement expired on February 24, 2014; the warranty for “all other repairs” expired on February 24, 2012.

The fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired). As a side note, Mr. [redacted]’s references to Silverback Roofing’s license being suspended, re-instated, etc. are not pertinent, as Silverback Roofing was fully licensed and bonded at the [redacted]e all work was performed on Mr. [redacted]’s home.  Further, the issues were related to the filing of paperwork, NOT Silverback Roofing’s work  (as evidenced by the Registrar of Contractor printouts which show no [redacted]er complaints).  Family Room Ceiling: The repair to the ceiling of Mr. [redacted]’s family room was completed nearly three years ago, at the direction of Mr. [redacted], and Mr. [redacted] accepted the work. 

Silverback Roofing/[redacted] would have redone the popcorn finish on the whole ceiling at that [redacted]e, but, as Mr. [redacted] admitted in his Revdex.com complaint, he “did not want to give up my lift recliner which was in that room.”  He further admitted in his response that he “reasonably could and probably should have had my entire family room ceiling re-done…I did not…” 

Again, Mr. [redacted] made a decision at the [redacted]e that, now, three years later he is unhappy with, and now wants to hold someone else responsible for the outcome of his decision.

 April/May 2014:

When Silverback Roofing met with Mr. [redacted] on April 28, 2014, we left having told him we would take care of the two areas of deteriorated fascia.  When we said “We’ll take care of it” we meant exactly that – that we would take care of it - at our own expense (even though we had no contractual or warranty obligation or duty to do so).  We regret that our intent was not clearly conveyed in a manner Mr. [redacted] could understand.  And while we have no doubt Mr. [redacted] will balk at  this and call us liars yet again, it does not change the fact that that  is what we meant.

Silverback Roofing’s May 1, 2014 email clearly stated we would address the fascia repairs the week of May 5, 2014, at which [redacted]e we would “measure fascia  around the house and prepare an es[redacted]ate to clean/prep/paint fascia.”  This  clearly shows that the “#s” Mr. [redacted] keeps saying is all Silverback Roofing cared about was for the additional, elective work he wanted  done, not the repair of the two areas of deteriorated fascia. In less than 72 hours of meeting with Mr. [redacted], he began threatening to file a Revdex.com complaint and to go to the media. Within three days of meeting with Mr. [redacted], he filed a complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing. Silverback Roofing called him the morning of May 2, 2014, to try to address his  concerns and work toward a resolution; however, Mr. [redacted] did not answer or return the call.  Had Mr. [redacted] answered or returned our call, we could have discussed the  matter further, confirmed our intention to repair the two areas of  deteriorated fascia at no cost to him, and had the repair done the week of May 5, 2014.  

Instead, Mr. [redacted] hired another company to repair and/or replace the fascia and now wants Silverback Roofing to pay for those (and other unrelated) repairs. Mr. [redacted] wants to paint Silverback Roofing as liars because we did not  respond to him with information by exactly the [redacted]e we told him we would.  We have accepted responsibility for not following through as [redacted]ely as we intended to.  We hope that the Revdex.com  will see it for what it truly is – the simple fact that life some[redacted]es  gets in the way of one’s best intentions.  It is interesting that Mr. [redacted] stated in his May 1, 2014 (1:40 am) email “I understand that some[redacted]es there is a tyranny of the urgent that can happen and you are probably busy on other projects.”  Clearly,  by his reaction and the steps he took (i.e. threatening a Revdex.com complaint and media attention in less than three days), he does  not really understand that some[redacted]es there is a tyranny of the urgent  that can happen and that we were working on other projects.  Instead of understanding, he got angry.  Even he admits in his recent response that he’s “not a good person to do that twice to within 3 days.”  Simply put, Mr. [redacted] got angry because we did not  respond to him as quickly as he expected us to, abruptly cut off  communication with Silverback Roofing and hired another contractor.  In short, in his anger, Mr. [redacted] cut off his nose to spite his face and now wants Silverback Roofing to pay to put it back on.  This is the third decision in this matter Mr. [redacted] has made for  which he now wants someone else to take responsibility and pay the price. We believe in the Revdex.com and recognize its important role in helping consumers.  However, we hope that the Revdex.com also stands up for business owners, big and small, when [redacted]ers try to take advantage and outsource blame that belongs in their own backyard.

Review: In 2011, Silverback Roofing Inc. approached us offering a free inspection of our roof because of a hail storm in our area in Oct. 2010. They wanted me to initial a contract that if our roof was deemed damaged by [redacted] Insurance Company, that they would replace it free of charge minus our deductible. I was out of state in Oct. 2010 and because our roof was old, I decided the fair thing to do was because they brought the problem to my attention, in the unlikely event [redacted] determined that my roof was damaged, they should get the job. To my surprise, [redacted] made a ruling that we were going to get a new roof. That's when a roller coaster of events began. On the back of the Silverback Roofing contract there were numerous provisions, some which raised considerable concern to me. One, was that if they moved our Solar Panel and damaged it - they would not be responsible for any damage. Another was, if they damaged our Air Conditioner they would not be responsible for any damages. I raised these concerns to them and they attempted to re-assure me telling me they move things like this all the [redacted]e. I expressed my concern to the [redacted] adjustor for our claim - and she provided extra money for me to pay the [redacted] that installed my panel to come out and take it down and when the job was done put it back up. She balked at paying ($600 X 2) $1200 dollars for a crane to come out and lift the air conditioner up and off and after the project was through to come back with the crane and put it back in place. We resolved this issue by me getting a letter which I insisted upon from Silverback Roofing that they would take responsibility for the handling of the air conditioner. The [redacted] guys alerted me to the fact that they have done this before and some roofers cut the solar panel lines and roof over them. With their warning in mind, I informed the salesman, the project manager, and the crew as they came out to do the roofing job - actually physically showing them the solar panel in my RV spot and telling them to be careful it was fragile... and that they needed to be careful not to disturb the lines sticking up and out on the roof as some other roofing companies had cut them off and shingled over the top of them. So they completed the roof and when it was [redacted]e to replace the solar panel the guys told me there was nothing up there. I said to them you're kidding right? They said no, they had shingled right over them. So they patched the lines for @$80. (very reasonable) and @ 2-3 months later I start to see a leak in our family room ceiling. The Solar guys went up to investigate and they discovered and repaired a "kink" in the copper line where it curved around a board. The kink that eventually became a leak would not have happened if they cut the lines but is consistent with them grabbing, pulling, and snapping the exposed lines above the roof. They patched that leak for @$160. (again very reasonable) Silverback Roofing's owner, [redacted], also own's [redacted]. so he had a guy come out from that company and cut a square out of our family room ceiling where the roof was stained from the leak. He tried to match the repair to our existing popcorn sealing but it is obviously very different looking at the repair site than the rest of out family room roof. I was nice to the guy and told him that if that's the best he could do we'd live with it. I've had professionals giving me bids this weak, and most have told me that I should have insisted that they re-do the whole ceiling in the family room so it looks the same throughout. I had a March right hip replacement and a April left hip replacement in 2011, Perhaps the pain medicine made me more generous but more likely than that I was more understanding because I did not want to give up my lift recliner which was in that room. Treating others the way I'd like to be treated matters a lot to me. I am compelled to share because I don't want this company treating other people the way they dealt with and are continuing to deal with me.

Let's fast forward to today. I received a letter from [redacted] insurance dated 4/17/14. In the letter they said they had an inspector out to our house and that there was damage on the fascia of the house that needed to get fixed in 30 days or they will drop my homeowner's insurance. Yes, the your in good hands people inspect properties after normal warranties expire, rather than prior to, proving you are not in such good hands after all with [redacted]. I would have appreciated their inspection in 2011, but this is a cold letter that has pressured me to fix it or get dropped. Silverback Roofing supplied me with a 3 year warranty guarantee certificate instead of the required 2. I called them and they came out this past Monday morning. The owner, [redacted] and one of his crew named [redacted] came out and looked at the fascia problems, some of which my [redacted] agent provided me with photographs of. These issues would and should have been best addressed when I was having a new roof put on. Silverback Roofing began with the Revdex.com and has an A+ rating. They have 9 complaints. My last fax to them looking to get re-imbursed for the cost of the solar guys fixing the kink and the leak in my attic was June 9, 2011. Their warranty says February 2011. [redacted] call for action representative wondered why the warranty wasn't changed to when the work and problems were resolved. It was because I wasn't vigilant and I didn't ask for the certificate to be re-dated. My communication with Silverback Roofing's owner this week has been indicative of a company that lacks honesty and reliability. I have a warranty certificate, receipts, and my recent email dialogue that will show that I'm not making any of this up . They said I'd hear back from them by the end of the day on Monday. (nothing happened) They emailed me on Tuesday, the email said they would have #'s for me no later than 4/30/14 and all work, if accepted would be completed by the [redacted] deadline. I asked them 2 things on Monday - if the;y would fix the fascia damage and offered them an opportunity to bid on painting the fascia all the way around my house. I'm not sure what "work" their talking about free warranty repairs or a bid to paint our fascia. I kind of think the latter, because they are talking about #'s, which implies they are looking for more money even though I gave a complete chronology of our roofing saga to them on Monday. Email outcome promise of #'s by 4/30/14 - that's another untruth. Today they are saying they are busy but have set [redacted]e aside to give me an es[redacted]ate the week of 5/5/14. It's [redacted]e to call it quits with this company. When should their 3 year warranty expire? When they date it? or when they complete all work?Desired Settlement: Pay me the cost involved in having a trustworthy company re-shingle and repair the damaged fascia around my roof - so that [redacted] will deem my house insurable again. I'll pay the cost of painting the fascia. I've signed an es[redacted]ate and accepted the terms of a licensed, bonded, and insured contractor who will be out and do the job tomorrow. The cost I'm paying to fix the fascia and do re-shingling is $2520. (Does not include painting)

Business

Response:

This letter is in response to Complaint ID#: [redacted]

We at Silverback Roofing understand that it’s frustrating when expectations are not met, and we are sorry that the customer’s expectations were not met in this instance. We have reviewed the customer’s complaint, the crux of which appears to be his frustration with the [redacted]ing of obtaining an es[redacted]ate, not any work actually performed by Silverback Roofing. We endeavor to respond to all inquiries in a [redacted]ely manner, and we regret that in this instance we were unable to respond as quickly as the customer would have liked. As background, the customer’s roof was damaged in the hail storm that swept through the Phoenix valley area in October 2010, causing widespread catastrophic damage. As a result of the damage to the customer’s roof, [redacted]e(the customer’s homeowner’s insurance carrier) authorized the replacement of his roof. In January, 2011, the customer and Silverback Roofing entered into a contract for the replacement of the customer’s roof in accordance with the scope of work authorized(and paid for) by [redacted]e. Silverback Roofing completed the roof replacement in February 2011.

Based on information provided by the customer, in April 2014, he received a notice from [redacted] advising that certain areas of the fascia on his home needed to be repaired and/or replaced. The areas of deteriorated fascia on his home are the result of [redacted]e and homeowner neglect (not any work performed by Silverback Roofing). As the fascia was not damaged by the hail storm of 2010, the replacement of any deteriorated areas stemming from [redacted]e and/or homeowner neglect was not authorized. Repair and/or replacement of the fascia was not included in the contract between the customer and Silverback Roofing, and was not a part of Silverback Roofing’s scope of work at the customer’s home. The customer had the option to have any areas of deteriorated fascia repaired and/or replaced at his own expense at the [redacted]e the roof was replaced (or at any [redacted]e in the three years since). This was not done. Over the past few years, the customer’s fascia has continued to deteriorate to the point that he received a notice from [redacted] that it would cancel his homeowner’s insurance policy if the areas were not repaired.

Following receipt of the notice from [redacted]e, the customer contacted Silverback Roofing to discuss replacing certain areas of the fascia. Silverback Roofing met with the customer on Monday, April 28, 2014. Silverback Roofing values its customer relationships, and, because it does, Silverback Roofing stood ready to repair and/or replace the areas of deteriorated fascia at no cost to the customer (a fact that was discussed with the customer on April 28, 2014) even though: 1) the condition of the fascia was not the result of any work performed by Silverback Roofing, 2) the three-year warranty for the roof replacement had expired, and 3) the fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired). Simply stated, even though the deteriorated condition of the customer’s fascia had nothing to do with the work performed by Silverback Roofing more than three years earlier, Silverback Roofing was going to take care of it for the customer.

At the [redacted]e of the initial meeting on April 28, 2014, the customer also requested an es[redacted]ate for the cleaning, prepping and painting of the remaining fascia of his home (a homeowner maintenance issue). Silverback regrets that it was unable to provide the customer with an es[redacted]ate by April 30, 2014, as it fully intended to. However, it is important to note that Silverback Roofing remained in communication with the customer, and, indeed, had already advised that it would repair the damaged areasat no cost to the customer and well in advance of the deadline dictated by [redacted]e. Unfortunately, on May 1, 2014,just three days after meeting with Silverback Roofing, the customer filed this complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing. Silverback Roofing called the customer the morning of May 2, 2014, to try to address the customer’s concerns and work toward a resolution, however, the customer did not answer or return the call. Instead, the customer hired another company to repair and/or replace the fascia at a cost of $2,520.00 and now wants Silverback Roofing to pay for those repairs.

Again, Silverback Roofing regrets that it was unable to provide the customer with an es[redacted]ate for the elective cleaning and painting of the non-deteriorated areas of the fascia as quickly as we, and the customer, would have liked. However,as stated above and reiterated here: 1) the condition of the deteriorated fascia was the result of [redacted]e and homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement had expired, and 4) the fascia was not included in the contract and, therefore, not covered under the warranty to begin with. For these reasons, we must deny the customer’s request for reimbursement of the cost to replace the areas of deteriorated fascia.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear [redacted],

I am sending supporting documentation for my complaints against Revdex.com accredited, Silverback Roofing (complaint #10034210) and [redacted]. both companies owned by Mr. [redacted]. The email history (1-6 is attached) from the week of 4/28/14 and it provides necessary insight into my experiences dealing with [redacted]. Of particular relevance, emails 1-3, show that his company didn't do what they said they were going to do twice. Not doing what you say you are going to do once, raises concerns, but I'm not a good person to do that twice to within 3 days. Following up and not following through on what you say you are going to do twice, although unprofessional, pales when compared with the response to the Revdex.com by Mr. [redacted] - that contains outright lies... escalates the matter, and makes it most certain to spring me into a determined action to protect others and my family from a company that uses this form of unethical business practice.

I asked on Monday morning, 4/28/14, for them to provide me with two specific scenarios. The first was to repair the damaged fascia which was a requirement to retain our homeowner's insurance. (see [redacted] letter) The second was an elective that I also afforded them - to quote to paint the fascia all the way around our house. The fact that in [redacted]'s very first email response, 2, of our email dialog that he only referenced #'s, absolutely NO FREE REPAIRS - is a clear view of his intention, which was only to consider the second option that I offered to them for which they would obviously receive additional compensation. The topic of free repairs NEVER arose until he heard of my intention to submit a Revdex.com complaint or to contact the media. (See [redacted]'s response, 4, which raised the hair on the back of my neck, because of its' blatant misrepresentation of our Monday morning meeting. Getting blown off a couple [redacted]es happens and is not good - but lying is another matter and a sure way to compel me to action. It is next to impossible for me to sit idle when confronted with untruth. It is important, not just for my family, but for others as well to confront and expose companies like Silverback Roofing and [redacted]. that utilize this type of business practice. This made me committed to following through on the Revdex.com complaint process. My response, 5, was my strong reaction to hearing what was clearly not true including his: "....during our meeting on 4/28/14 [redacted] and I told you that we would take care of damaged fascia replacement in front and back of house." If I had heard anything of this sort, I would 1) remember it and 2) most certainly not have agreed to have someone else do the work for $2400 plus tax on May 2nd. [redacted]'s response which is a fabrication of our Monday meeting is not cogent, and defies reason.

Being Revdex.com accredited matters. Silverback Roofing's brochure (copy included) has the Revdex.com insignia right on it. On the other hand when [redacted] came out in May to cut the leak stain out of the family room (see ceiling pictures)... I didn't know that they had an ongoing, inconsistent and checkered history with their Department of Contractor's license - being granted, suspended, revoked, re-instated etc numerous [redacted]es. (See their DOC license history in the 2011 [redacted]e frame attached)

[redacted]'s recent Revdex.com response, which spins their not doing what they said they were going to do into "...we are sorry that the customer's expectations were not met in this instance" is totally unacceptable for a reputable business. Expecting honesty is not an unreasonable expectation. When they failed to do what they said they were going to do - then articulated a false narrative about 4/28/14, they lost credibility with me. As a result of this I have become totally uncomfortable with them doing any further work or repairs at our home.

When was the job was really done? (see fax of 6/9/2011) an invoice which clearly falls within their 3 year warranty [redacted]e frame which was sent to Silverback roofing by my wife. Silverback Roofing's certificate says the warranty expires 2/2014 - but shouldn't the warranty go into effect after the job is complete INCLUDING all damage repair? Look at the family room ceiling leak repair (attached) which quite possibly was done by an unlicensed [redacted] (also [redacted]'s business) calls into serious question the accuracy of their Feb. 2011 expiration date. (certificate attached) Although, I reasonably could and probably should have had my entire family room ceiling re-done (see picture of the cut out area attached) because of the solar line leak created by Silverback Roofing, I did not and therefore still am not asking for that work to be done. With my experience with these companies, It should come as no surprise - I don't want any more work done by them. A reasonable compromise is to resolve this matter by having them reimburse me what I've requested (see invoice) for the outside work in exchange for me giving them a pass on the inside debacle.

I received several supplemental checks from [redacted]e, which I then had to forward to Silverback. They were very uninhibited when it came to contacting [redacted] directly and receiving additional reimbursement for several things. Yet the fascia was irrelevant to them and my responsibility. [redacted]'s response was quick to pass the buck to me even though they were the ones who were supposed to be the roofing professionals. If they cared about their customer, they would have told me or contacted [redacted] about my fascia issues. That was not a priority to them. Good roofers look out for their people. They also custamarily leave some shingles behind from their last bag of shingles. They did none of this so I've learned from there many mistakes.

I simply seek, due to issues of honesty, integrity, and reliability relevant to Silverback Roofing and [redacted]., the repair cost for the cracked and damaged fascia in the amount of $2520.

Their business response, which implies that they intended to be cooperative with me, is contradicted by the facts and by reason. My complaints against Silverback Roofing and [redacted] remain unresolved unless they take accountability for the reasonable reimbursement of my expenses. Allowing [redacted] to re-do my family room ceiling so it matches throughout, is understandably (post 4/28/14 emails) and under the circumstances not a realistic or reasonable option.

I thank you for reviewing all my attached documentation. I look forward to your or Mr. [redacted]'s response.

Best Regards,

Business

Response:

We are disappointed and disheartened by Mr. [redacted]’s mischaracterizations and his accusations, which are based more on his assumptions and perceptions and less on fact. Clearly Mr. [redacted]’s recollection of events and ours differ, but rather than engage in a he said, she said account, we think it is best to look at the relevant facts: 1) the condition of the deteriorated fascia was the result of homeowner neglect, 2) the condition of the fascia was not the result of any work previously performed by Silverback Roofing, 3) the three-year warranty for the roof replacement expired in February 2014, 4) the fascia was not included in the contract and, therefore, not covered in the warranty to begin with, 5) the dry rot on the exterior siding of Mr. [redacted]’s home was not in any way, shape or form related to his roof. Mr. [redacted] has gone into great detail about a lot of extraneous issues, but in the end the issue at hand is very simple - Mr. [redacted] neglected the maintenance of his home and, once forced by his insurance company to repair it, wants someone else to pay for it. Whether or not Silverback Roofing was going to repair the deteriorated areas of fascia for free or for a fee is, ul[redacted]ately, irrelevant as it had no obligation or duty (contractual or otherwise) to perform any additional work on Mr. [redacted]’s home. Not only is Mr. [redacted] trying to place the blame for the deteriorated condition of his fascia on Silverback Roofing’s shoulders, but he is now also trying to get Silverback Roofing to pay for additional work on his home which is wholly unrelated to the roof.

One need only look at the April 17, 2014 letter from [redacted] that Mr. [redacted] submitted with his recent response to confirm this. The letter identifies two areas of Mr. [redacted]’s home that had to be repaired in order to keep his policy – both of which were the result of homeowner neglect. Those two areas were:

1. The siding/frame exterior of the dwelling or garage has dry rot.

2. The soffits/fascia/eaves are cracking, in need of paint.

Clearly, the dry rot on the exterior siding of his home located at the base of the dwelling and by the water supply line has absolutely nothing to do with the deteriorated fascia located near the roof. Further, the photograph of the siding Mr. [redacted] provided is just further evidence of Mr. [redacted]’s neglect when it comes to the maintenance of his home. Mr. [redacted] has repeatedly stated that the cost to repair the areas of deteriorated fascia was $2,520. This is completely false. The es[redacted]ate Mr. [redacted] submitted very clearly shows that this amount was for both tasks identified by [redacted], not just the fascia repair (which is the more minor of the two issues), yet Mr. [redacted] is claiming it was entirely for the fascia repair. In fact, in his recent response to the Revdex.com Mr. [redacted] stated “I simply seek…the repair cost for the cracked and damaged fascia in the amount of $2520.” He makes no mention at all of the unrelated exterior siding replacement included in this amount. It is interesting that the detail Mr. [redacted] has included in his accusations is suddenly missing when it comes to the description of the work included in the $2,520 he wants Silverback Roofing to pay. This is clear evidence that Mr. [redacted] is trying to get someone else (i.e. Silverback Roofing) to pay for:

1) work for which it was/is not responsible,

2) work that had absolutely nothing to do with the roof or fascia of the home, and

3) conditions that were caused by years of homeowner

neglect.

At what point does personal accountability come into play? Below are additional facts. Original Contract and work (2011): This was a CAT project (meaning it was part of an insurance industry-wide catastrophic repair effort following the 2010 hail storm in the valley). Mr. [redacted]’s claim that Silverback Roofing should have advised [redacted] of the condition of the fascia is not cogent, as 1) an adjuster for [redacted] personally inspected Mr. [redacted]’s home, including the fascia, and 2) determined that the condition of the fascia was not caused by the storm. (Indeed, it was caused by years of homeowner neglect.) As the entity paying for the roof replacement, [redacted] had the final say in what scope of work would be covered, and, again, deteriorated fascia due to homeowner neglect was not covered as part of the “catastrophic loss”, as it was not caused by the hail storm. As a result, the fascia was not included in the contract and was not a part of Silverback Roofing’s scope of work.

Mr. [redacted] could have had the fascia repaired at the [redacted]e of the roof replacement, or any [redacted]e in the three years since, at his own expense but he chose not to. Mr. [redacted] even admitted in his May 1, 2014 email that the “fascia is a ball that I neglected to keep my eye on.” Now, three years later, after allowing the fascia to continue to deteriorate, he is not happy with his decision, and he wants to blame Silverback Roofing for it.

Warranty

Silverback Roofing provided an industry standard 3-year warranty on the roof replacement, and a 1-year warranty on all other repairs. The warranty took effect on February 24, 2011. The warranty for the roof replacement expired on February 24, 2014; the warranty for “all other repairs” expired on February 24, 2012.

The fascia was not included in the contract and, therefore, not covered under the warranty (even if the warranty had not already expired). As a side note, Mr. [redacted]’s references to Silverback Roofing’s license being suspended, re-instated, etc. are not pertinent, as Silverback Roofing was fully licensed and bonded at the [redacted]e all work was performed on Mr. [redacted]’s home. Further, the issues were related to the filing of paperwork, NOT Silverback Roofing’s work (as evidenced by the Registrar of Contractor printouts which show no [redacted]er complaints). Family Room Ceiling: The repair to the ceiling of Mr. [redacted]’s family room was completed nearly three years ago, at the direction of Mr. [redacted], and Mr. [redacted] accepted the work.

Silverback Roofing/[redacted] would have redone the popcorn finish on the whole ceiling at that [redacted]e, but, as Mr. [redacted] admitted in his Revdex.com complaint, he “did not want to give up my lift recliner which was in that room.” He further admitted in his response that he “reasonably could and probably should have had my entire family room ceiling re-done…I did not…”

Again, Mr. [redacted] made a decision at the [redacted]e that, now, three years later he is unhappy with, and now wants to hold someone else responsible for the outcome of his decision.

April/May 2014:

When Silverback Roofing met with Mr. [redacted] on April 28, 2014, we left having told him we would take care of the two areas of deteriorated fascia. When we said “We’ll take care of it” we meant exactly that – that we would take care of it - at our own expense (even though we had no contractual or warranty obligation or duty to do so). We regret that our intent was not clearly conveyed in a manner Mr. [redacted] could understand. And while we have no doubt Mr. [redacted] will balk at this and call us liars yet again, it does not change the fact that that is what we meant.

Silverback Roofing’s May 1, 2014 email clearly stated we would address the fascia repairs the week of May 5, 2014, at which [redacted]e we would “measure fascia around the house and prepare an es[redacted]ate to clean/prep/paint fascia.” This clearly shows that the “#s” Mr. [redacted] keeps saying is all Silverback Roofing cared about was for the additional, elective work he wanted done, not the repair of the two areas of deteriorated fascia. In less than 72 hours of meeting with Mr. [redacted], he began threatening to file a Revdex.com complaint and to go to the media. Within three days of meeting with Mr. [redacted], he filed a complaint with the Revdex.com and abruptly cut off communication with Silverback Roofing. Silverback Roofing called him the morning of May 2, 2014, to try to address his concerns and work toward a resolution; however, Mr. [redacted] did not answer or return the call. Had Mr. [redacted] answered or returned our call, we could have discussed the matter further, confirmed our intention to repair the two areas of deteriorated fascia at no cost to him, and had the repair done the week of May 5, 2014.

Instead, Mr. [redacted] hired another company to repair and/or replace the fascia and now wants Silverback Roofing to pay for those (and other unrelated) repairs. Mr. [redacted] wants to paint Silverback Roofing as liars because we did not respond to him with information by exactly the [redacted]e we told him we would. We have accepted responsibility for not following through as [redacted]ely as we intended to. We hope that the Revdex.com will see it for what it truly is – the simple fact that life some[redacted]es gets in the way of one’s best intentions. It is interesting that Mr. [redacted] stated in his May 1, 2014 (1:40 am) email “I understand that some[redacted]es there is a tyranny of the urgent that can happen and you are probably busy on other projects.” Clearly, by his reaction and the steps he took (i.e. threatening a Revdex.com complaint and media attention in less than three days), he does not really understand that some[redacted]es there is a tyranny of the urgent that can happen and that we were working on other projects. Instead of understanding, he got angry. Even he admits in his recent response that he’s “not a good person to do that twice to within 3 days.” Simply put, Mr. [redacted] got angry because we did not respond to him as quickly as he expected us to, abruptly cut off communication with Silverback Roofing and hired another contractor. In short, in his anger, Mr. [redacted] cut off his nose to spite his face and now wants Silverback Roofing to pay to put it back on. This is the third decision in this matter Mr. [redacted] has made for which he now wants someone else to take responsibility and pay the price. We believe in the Revdex.com and recognize its important role in helping consumers. However, we hope that the Revdex.com also stands up for business owners, big and small, when [redacted]ers try to take advantage and outsource blame that belongs in their own backyard.