Simmco

Revdex.com: Please review the attached documentsThey are three letters that were received on Oct 12, Oct 19, and Oct I have my response dated 10/22/This was mailed out in letter form as that is the preferred method of communicationPlease dismiss this complaint if you feel that we have gone
above and beyond to satisfy our customer and responded in good faithWe have overly communicated and tried to explain through multiple examples of what she is confused aboutThe concern our customer is who owns the extra materials that we stock on site while the roof is being installedAs I have explained to Mrs *** in my letter, we have on hand, additional materials, (nails, felt, plywood and shingles) should our workers need the materialWe typically will leave -bundles of shingle with our customers at their requestHaving the additional materials helps our crews work efficiently and ensures that the job is being installed properlyWe have on hand upto pieces of plywood if neededWe do not charge our customers for these boardsIf a 5th piece of plywood is needed, then we will charge for the time, to pickup, and install new wood at a cost of $per pieceThat price allows for the time to pickup, dispose of the old wood, and the time required to remove and install each piece. Mrs*** is requesting a refund for the "free" pieces of plywood that we provide if necessaryAgain, please read my letter to Mrs *** and make a determination if you are able to dismiss this complaint and not have it be of public record on the Revdex.com complaint website.Please call me to discuss. Sincerely, *** ***

I am submitting additional documentation from Rapid Response which supports my claim that I was charged for materials that were not used in my roof replacement and I was refunded the amount when I questioned them. On the final invoice, Rapid Response shows a "discount". This is not a discount but a refund for shingles that had been ordered and not used but I was charged for. (A discount is given at the beginning of a project not at the end.) Rapid Response also charged me for the wooden boards (@$each) which they now say were "free" but I was told that the cost of the boards are included in the total cost of the roof replacement. In most cases, contractors will have "built-in" charges that are not identified but may be needed in a project such as nails, boards, etc and other extras which they admit. However, it is not right for the homeowner to pay for these costs in the total bill if they were not needed. This is why I am asking for a refund of $for the boards. Rapid Response did it once to me with the shingles and I was able to receive a refund and I am asking for the $I was told that I paid for them and they were not "free". I do ask for reconsideration of my complaint to be reopened and the Revdex.com assistance in getting my refund of $180. Thank you

Initial Business Response /* (1000, 7, 2015/05/22) */
The cracking foundation has nothing to do with the roof. The crack in the basement has been there for years. The crack got worse, and has nothing to do with the work I've done. The insurance agent would agree with the roofing work having nothing...

to do with the cracks in her foundation.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/27) */
[redacted]Document Attached[redacted]
If you look at the attached pics maybe you can see how it is their fault, over the shed, on the roof is a gap they left where the water poured down on the shed and the other pic show how the shed fell down if you look at the line on the building where it was. and from there it went down the back of the shed and into the basement. this was a hair line crack for many yrs (like 50 yrs)and never leaked until it got all the water on the back of the house. If I had all these problems before - I would have been getting all kinds of water. As I said I only want this in the same condition before the roof.
Final Consumer Response /* (1500, 17, 2015/06/05) */
Final Business Response /* (4000, 16, 2015/06/05) */
Rapid Response has reviewed all of the information provided by our customer. Below is our response.
Rapid Response was hired to install a new roof. We did so at the request of our customer. The new roof was the result of us meeting with the customer's insurance company and successfully working with her insurance company to help her obtain a new roof. There were two checks involved for the roof work that was completed. 50% down with the work started and the remaining 50% when the work was completed to the customers satisfaction. The customer picked out the color and was very happy with the roof. In fact, she hired us again after the roof installation to complete a repair to her fascia. Again, our customer was very happy. She issued a third check for the fascia repair. There were two hairline cracks in her living room ceiling. One had been there for year and the other she noticed as she was looking around. Our terms and conditions state that we are not responsible for cracks to the ceiling. After looking at the cracks, it was determined that the cracks were the result of the house settling and not from the rafters flexing. Rapid Response still repaired both cracks to help out our customer and go above and beyond to ensure that she was extremely happy with our service.
The shed was built by her late husband. She stated that, for years her husband stood on the shed to clean out the gutters. She stated that her husband was a larger man. The shed, in our opinion is settling due to age as is our customer's house. After the long and wet winter in the area, many houses are experiencing similar problems, mine included. The crack in the basement foundation existed for years. The crack worsened more than 6 months after we installed the roof and a couple months after the winter ended. The shed has sunk about 1/2 inch to 1 inch across the entire length of the shed. If we stood on the shed to install the roof, it was for a brief moment and we do not believe that we stood on the shed at all. But if we did, the shed would have sunk into the ground almost immediately. It did not. And if we did stand on the shed(we did not), only a portion of the shed would have sunk into the ground.
On the outside of the basement wall, there is a pile of debris and leaves that have accumulated. There is a gap that is exposed to the weather(as all foundations are) between the shed and the back porch. The ground around the porch is pitching/graded toward the house. The stairs and the porch are also leaning in different directions. To ensure that we were not at fault, I met with the customer's insurance agent. The insurance agent went to the house at the customer's request and before I met with the agent, to inspect the settling of the foundation. the insurance agent her our customer exactly what I believed to have occurred. The damage to the shed and foundation is the result of settlement, not installing a new roof. The insurance agent has been the customer's agent for over 30 years. He has a personal relationship with our customer.
Rapid Response always goes above and beyond for our customers. It is very unfortunate that our customer feels that we damaged her foundation by installing a new roof. We upgraded her free of charge to a better shingle, installed ice and water shield in the valleys free of charge as well. Her roof has not and is not leaking. We fixed the cracks in her ceiling that also had nothing to do with the roof installation. The timing of the worsening of the crack in the foundation and settlement of the house overall is very unfortunate.
On a side note: I am a former insurance adjuster that has inspected hundreds of similar cases. Also, our customer stated repeatedly that she was extremely happy with our work and the roof looks great. She bragged about our company. Then 8-9 months later she has complaints about the work we performed. I do not understand how the settlement of her house is the fault of Rapid Response installing a new roof. I wish our customer the best of luck in repairing her basement foundation.
Thank you for your time in reading this chain of events.

March 6, 2017Dear Mrs. [redacted]:I am inclined to request a hearing to settle this
complaint.  Below, I responded to our
customer’s grievance based on her latest letter to you.Our contract stated “up to 4 free boards”. We offer
up to 4 free boards so we are able to warranty our work. These four “free”
boards are a part of our cost. They are not added to our price. Mrs. [redacted]
stated to [redacted] that she had not paid a single contractor had had completed
work to her home, ever.  This was stated
after the contract had been signed.  The
contract price is almost at our cost. As her letter to you states,” Social
Security is my ONLY Income.” It is because of this, our price was drastically
reduced. For full transparency, please see our cost below. Our cost on the job
is $2,371.99. Mrs. [redacted] paid $2,642.00. We would typically charge
approximately $3,035.00. We offered her a significant discount.In Mrs. [redacted]’s letter, she states “[redacted] attempted to take
all of the unused supplies.”  We almost
always leave an extra bundle of shingles with our customers.  [redacted] was taken aback by her request to leave
all 5 extra bundles. He came into the office and spoke with myself and [redacted]. We agreed to go above and beyond and leave the shingles at her
request. Mrs. [redacted] wanted the extra shingles and wanted them stacked next to
her shed. [redacted], as requested by Mrs. [redacted], stacked them next to her shed. On [redacted]’s next visit, Mrs. [redacted] stated that she didn’t
want the extra shingles.  We agreed to
pay her for the shingles. We did not have to do this, as these are additional
shingles that we had on site in the event that our installers needed them.  She did not pay for the extra materials. They
are apart of our cost if we needed them.  Had we charged her for all the shingles that we had onsite, the invoice
would have been slightly higher. In her letter, Mrs. [redacted] states, “the five
bundles were not an accident.” She is correct. Again, they were extra that we
purposely ordered. [redacted] is professional. He does not abruptly respond to
anything. [redacted] does answer our customer’s questions and address their
concerns. [redacted] is one of our finest salesmen. If he showed any anger, I would
be very shocked. I prefer to address the just the facts of the complaint.  We also have supporting facts that might lead
us in a direction that I will not address here. These facts can be addressed to
an arbitrator verbally.Thank You,[redacted]Owner/President[redacted]