Revdex.com: [redacted] Thank you for the opportunity to respond to this complaint Mr [redacted] makes several fraudulent and libelous statements in his complaint He is liable when he states that we are responsible for a brethat occurred at his home He is demanding payment for the items he claims were stolen Mr [redacted] filed both a police report and insurance claim on this incident The police have not named our company as a suspect He has settled his claim and has been compensated by his insurance carrier for his loss Our company categorically denies any involvement in this crime He also states the restoration project on his home is not complete Mr [redacted] has signed a project completion form directly contradicting this statement His property was inspected and approved as complete by his insurance carrier Mr [redacted] has been paid in full by his insurance company based on his signature confirming the project is complete His statement to the contrary is fraudulent and is a blatant attempt to extort money Mr [redacted] has been proved with a one year warranty on all the work we completed Our project remains under warranty for one year from completion date The A/C drain line mentioned in his complaint was not installed by our company and thus not covered by our warranty Despite this we have returned to his home and had the drain line cleaned free of charge This demonstrates our commitment to quality customer service His home is constructed using a pier and beam foundation The sheet-rock stress cracks are typical of movement due to foundation shifts We are not responsible nor warranty this movement He states that his floors are bowed and coming up We have inspected the floors based on his complaint and observed only minor separations The floor was installed per manufacturer specifications It was inspected and approved as completeThe previously mentioned foundation movement is a contributing factor causing the separation The electrical issues in his complaint have not been previously brought to our attention We will certainly address these and any other warranty issues for which we are responsible Should Mr [redacted] fail to retract or repeat his libelous statements we intend to seek legal relief In addition we also intend inform the Texas Department of Insurance of his fraudulent actions involving his insurance claims We are attaching copies of completion forms, invoices and initial proposal Thank you
ON 10-23-Starr conducted an inspection of the property. We propose the following remedies:
1. Repair floor separations and nail pops
2. Repair of minor stress cracks in sheet-rock
3. Inspect electrical system for malfunctions
4. Inspect A/C drain line and provide post inspection assessment on remedy
Note: Starr did not install the drain line. We installed HVAC air handler and simply reconnected to existing drain line. The drain is a preexisting segment of HVAC system
Regarding Mr*** demands for money. Starr refuses to pay for any items allegedly missing or stolen Please review attached police incident report filed by Mr***. The report shows the police made two separate visits to the residence to determine complete list of items missing. No food was reported as missing or stolen. The report states Mr*** has no evidence
to substantiate his allegations of Starr’s involvement. The police have suspended the investigation due to lack of leads
Complaint: ***
I am rejecting this response because:
Regards,
*** *** *** ***
First of all we would like to apologize for the way it was worded before about our stuff being stolen No it was not in the police report that it was Star company but it was there responsible for our house at that time When the contractor in charge (***) showed up after the fact He told us he would have the company pay us for the freezer and the food stolen, then we would fill through insurance company for the rest but we did not receive what the amount that was stolenWe feel Star company should have to pay something since they had so many workers coming and going at all timesThe Star company never gave us the money for freezer or food Star company was responsible for our home and anything that would happen during the remodelingOur insurance company paid Star company in full for the work on our house and yes we paid for any extras or any upgradesThe invoice they sent you and I signed does show they installed the ac unit water heater and anything else So yes they would be responsible for the ac unit and needed to give us the warranty for any of these things for the future We are not being fraudulent to them or insurance company at allWe are wanting the things fixed in our home that *** told us would be fixed right away Our kids were down from out of town and he talked to them about fixing things in a timely manner They were there when he said a plummer and electrician and someone to fix our front door would be there that dayNo one ever showed and they were down for two days *** told us the floor would be done a few weeks laterWhen ***e walked through house he said two rooms in house that the whole floor would have to come up because his guys left a bucket on floor that leaked and messed up the floorsThey have come to do the floor only were the can in one room was sitting but the rest has not been finished In other rooms the finish was coming up and nails coming through the floor we had not even been in the house two weeks He said that would be taking care of as wellEverything I have mentioned in my complaint is true and *** is the one who knew everything that was wrong and said it would be taking care of but it has yet to be doneI did contact the company and they did know so they are being fraudulent on saying they were not told The company is more then welcome to see all the stuff wrong that is not fixed For almost two weeks out kitchen sink would not drain and dishwasher would not work Plugs in my house don't work and they did before remodel as far as saying foundation is shiftingThat is wrong I have lived in my home for twenty years and that never happened before They put my roof on my house I guess they won't be warranty this eitherWhat we are wanting is the things to be fixed or we want the money back so we can pay someone else to fix everything that has taken so long to get done Yes you may have a year to fix everything you say but it should not have to wait that long before it is ever taken care ofSo I want my house fixed or I will be glad to see you in court as wellI have witness and paper work too
Revdex.com: [redacted]
Thank you for the opportunity to respond to this complaint. Mr. [redacted] makes several fraudulent and libelous statements in his complaint.
He is liable when he states that we are responsible for a break-in that occurred at his home. He is demanding...
payment for the items he claims were stolen. Mr. [redacted] filed both a police report and
insurance claim on this incident. The police have not named our company as a suspect. He has settled his claim and has been compensated by his insurance carrier for his loss. Our company categorically denies any involvement in this crime.
He also states the restoration project on his home is not complete. Mr. [redacted] has signed a project completion form directly contradicting this statement. His property was inspected and approved as complete by his insurance carrier. Mr. [redacted] has been paid in full by his insurance company based on his signature confirming the project is complete. His statement to the contrary is fraudulent and is a blatant attempt to extort money.
Mr. [redacted] has been proved with a one year warranty on all the work we completed. Our project remains under warranty for one year from completion date. The A/C drain line mentioned in his complaint was not installed by our company and thus not covered by our warranty. Despite this we have returned to his home and had the drain line cleaned free of charge. This demonstrates our commitment to quality customer service. His home is constructed using a pier and beam foundation. The sheet-rock stress cracks are typical of movement due to foundation shifts. We are not responsible nor warranty this movement. He states that his floors are bowed and coming up. We have inspected the floors based on his complaint and observed only minor separations. The floor was installed per manufacturer specifications. It was inspected and approved as complete. The previously mentioned foundation movement is a contributing factor causing the separation. The electrical issues in his complaint have not been previously brought to our attention. We will certainly address these and any other warranty issues for which we are responsible.
Should Mr. [redacted] fail to retract or repeat his libelous statements we intend to seek legal relief. In addition we also intend inform the Texas Department of Insurance of his fraudulent actions involving his insurance claims. We are attaching copies of completion forms, invoices and initial proposal.
Thank you
Starr strives for customer satisfaction. We take all reviews and complaints seriously. I use the information to evaluate and improve our process.I strongly disagree with the customers statement that we directly consulted them on roofing issues prior to their purchase of the home....
The customer purchased the home with knowledge that the home had multiple and serious defects to the design, construction, roofing and exterior. We did not consult with them prior to their purchase. After the customer purchased the home we advised them multiple time in multiple ways that the home is in need of a complete exterior rehab which is a complex project Replacing only a section of the roof doesn't fix the other issues relating to the water leaking into the home. Regardless they requested we replace only a section of the roof. The roof replaced by Starr has since been leak tested with the customer present. She observed while we demonstrated to her that the roof was not leaking. She was shown that the likely source of the leak was the adjacent stucco wall. Partial roof repairs are not a guarantee that the rest of roof or adjacent stucco, flashings or wall will leak.
Complaint: [redacted]
I am rejecting this response because:I said "there was no indication of a leak inside the home". Item 16 - 20 on the USAA report address repairs made to the garage/apartment. Yes, we were aware that the garage roof needed to be replaced when we purchased the house, which has absolutely nothing to do with my complaint. There were drops of water dripping from the ceiling in March of 2016. That's the reason I called Starr to come inspect it. Starr gave us a proposal of $8700 to replace that portion of the roof and it was replaced in May of 2016. I have attached a picture of the interior wall where water began to drain down the wall after the roof replacement. The second attachment is a picture after Starr replaced the roof. The third is Starr's standing seam metal being removed, which clearly shows a thin piece of metal attached directly to the decking with no vapor barrier or insulation in between. The fourth attachment is a picture of the new roof installed by a different roofing company to replace the roof we paid Starr approximately $8500 to install. Most roofing companies understand their customers want a roof that doesn't leak and most customers will continue to complain as long as it does. It shouldn't be a difficult issue/customer.
Regards,
[redacted]
Starr Roofing is a long term accredited member of the Revdex.com. Starr has an excellent record of conducting good business. We address each and every issue relating to our operations. Occasionally we miss the mark or have a difficult issue/customer. This customers accusation that we are bad roofing company with bad managers that lie to our customers and avoid issues is unwarranted. The email attached acknowledges that prior to the purchase of the home you were aware that the roof was in very bad condition and severely deteriorated. Starr's original and still current view is that the entire roof and all adjacent siding require replacement. Attached texts demonstrate our recommendation to do just that. Also stated was that "prior to starrs working on the roof there was absolutely no indication of a problem inside the home". This is false, the USAA claim clearly shows that items 16-20 are to repair interior water damage cause by a previous and existing leak. Starr's roof is not leaking. At the customers request/demand we conducted a test to determine the source of the leak. In the customers presence after a lengthy test we were not able to make the roof leak. water was then applied to the stucco siding. Within a short time the leak was apparent. The customer demanded this testing and observed the results. The stucco is the source of the leak. Tell us why here...
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.
Regards,
[redacted]
Revdex.com: [redacted] Thank you for the opportunity to respond to this complaint Mr [redacted] makes several fraudulent and libelous statements in his complaint He is liable when he states that we are responsible for a brethat occurred at his home He is demanding payment for the items he claims were stolen Mr [redacted] filed both a police report and insurance claim on this incident The police have not named our company as a suspect He has settled his claim and has been compensated by his insurance carrier for his loss Our company categorically denies any involvement in this crime He also states the restoration project on his home is not complete Mr [redacted] has signed a project completion form directly contradicting this statement His property was inspected and approved as complete by his insurance carrier Mr [redacted] has been paid in full by his insurance company based on his signature confirming the project is complete His statement to the contrary is fraudulent and is a blatant attempt to extort money Mr [redacted] has been proved with a one year warranty on all the work we completed Our project remains under warranty for one year from completion date The A/C drain line mentioned in his complaint was not installed by our company and thus not covered by our warranty Despite this we have returned to his home and had the drain line cleaned free of charge This demonstrates our commitment to quality customer service His home is constructed using a pier and beam foundation The sheet-rock stress cracks are typical of movement due to foundation shifts We are not responsible nor warranty this movement He states that his floors are bowed and coming up We have inspected the floors based on his complaint and observed only minor separations The floor was installed per manufacturer specifications It was inspected and approved as completeThe previously mentioned foundation movement is a contributing factor causing the separation The electrical issues in his complaint have not been previously brought to our attention We will certainly address these and any other warranty issues for which we are responsible Should Mr [redacted] fail to retract or repeat his libelous statements we intend to seek legal relief In addition we also intend inform the Texas Department of Insurance of his fraudulent actions involving his insurance claims We are attaching copies of completion forms, invoices and initial proposal Thank you
ON 10-23-Starr conducted an inspection of the property. We propose the following remedies:
1. Repair floor separations and nail pops
2. Repair of minor stress cracks in sheet-rock
3. Inspect electrical system for malfunctions
4. Inspect A/C drain line and provide post inspection assessment on remedy
Note: Starr did not install the drain line. We installed HVAC air handler and simply reconnected to existing drain line. The drain is a preexisting segment of HVAC system
Regarding Mr*** demands for money. Starr refuses to pay for any items allegedly missing or stolen Please review attached police incident report filed by Mr***. The report shows the police made two separate visits to the residence to determine complete list of items missing. No food was reported as missing or stolen. The report states Mr*** has no evidence
to substantiate his allegations of Starr’s involvement. The police have suspended the investigation due to lack of leads
Complaint: ***
I am rejecting this response because:
Regards,
*** *** *** ***
First of all we would like to apologize for the way it was worded before about our stuff being stolen No it was not in the police report that it was Star company but it was there responsible for our house at that time When the contractor in charge (***) showed up after the fact He told us he would have the company pay us for the freezer and the food stolen, then we would fill through insurance company for the rest but we did not receive what the amount that was stolenWe feel Star company should have to pay something since they had so many workers coming and going at all timesThe Star company never gave us the money for freezer or food Star company was responsible for our home and anything that would happen during the remodelingOur insurance company paid Star company in full for the work on our house and yes we paid for any extras or any upgradesThe invoice they sent you and I signed does show they installed the ac unit water heater and anything else So yes they would be responsible for the ac unit and needed to give us the warranty for any of these things for the future We are not being fraudulent to them or insurance company at allWe are wanting the things fixed in our home that *** told us would be fixed right away Our kids were down from out of town and he talked to them about fixing things in a timely manner They were there when he said a plummer and electrician and someone to fix our front door would be there that dayNo one ever showed and they were down for two days *** told us the floor would be done a few weeks laterWhen ***e walked through house he said two rooms in house that the whole floor would have to come up because his guys left a bucket on floor that leaked and messed up the floorsThey have come to do the floor only were the can in one room was sitting but the rest has not been finished In other rooms the finish was coming up and nails coming through the floor we had not even been in the house two weeks He said that would be taking care of as wellEverything I have mentioned in my complaint is true and *** is the one who knew everything that was wrong and said it would be taking care of but it has yet to be doneI did contact the company and they did know so they are being fraudulent on saying they were not told The company is more then welcome to see all the stuff wrong that is not fixed For almost two weeks out kitchen sink would not drain and dishwasher would not work Plugs in my house don't work and they did before remodel as far as saying foundation is shiftingThat is wrong I have lived in my home for twenty years and that never happened before They put my roof on my house I guess they won't be warranty this eitherWhat we are wanting is the things to be fixed or we want the money back so we can pay someone else to fix everything that has taken so long to get done Yes you may have a year to fix everything you say but it should not have to wait that long before it is ever taken care ofSo I want my house fixed or I will be glad to see you in court as wellI have witness and paper work too
Revdex.com: [redacted]
Thank you for the opportunity to respond to this complaint. Mr. [redacted] makes several fraudulent and libelous statements in his complaint.
He is liable when he states that we are responsible for a break-in that occurred at his home. He is demanding...
payment for the items he claims were stolen. Mr. [redacted] filed both a police report and
insurance claim on this incident. The police have not named our company as a suspect. He has settled his claim and has been compensated by his insurance carrier for his loss. Our company categorically denies any involvement in this crime.
He also states the restoration project on his home is not complete. Mr. [redacted] has signed a project completion form directly contradicting this statement. His property was inspected and approved as complete by his insurance carrier. Mr. [redacted] has been paid in full by his insurance company based on his signature confirming the project is complete. His statement to the contrary is fraudulent and is a blatant attempt to extort money.
Mr. [redacted] has been proved with a one year warranty on all the work we completed. Our project remains under warranty for one year from completion date. The A/C drain line mentioned in his complaint was not installed by our company and thus not covered by our warranty. Despite this we have returned to his home and had the drain line cleaned free of charge. This demonstrates our commitment to quality customer service. His home is constructed using a pier and beam foundation. The sheet-rock stress cracks are typical of movement due to foundation shifts. We are not responsible nor warranty this movement. He states that his floors are bowed and coming up. We have inspected the floors based on his complaint and observed only minor separations. The floor was installed per manufacturer specifications. It was inspected and approved as complete. The previously mentioned foundation movement is a contributing factor causing the separation. The electrical issues in his complaint have not been previously brought to our attention. We will certainly address these and any other warranty issues for which we are responsible.
Should Mr. [redacted] fail to retract or repeat his libelous statements we intend to seek legal relief. In addition we also intend inform the Texas Department of Insurance of his fraudulent actions involving his insurance claims. We are attaching copies of completion forms, invoices and initial proposal.
Thank you
Starr strives for customer satisfaction. We take all reviews and complaints seriously. I use the information to evaluate and improve our process.I strongly disagree with the customers statement that we directly consulted them on roofing issues prior to their purchase of the home....
The customer purchased the home with knowledge that the home had multiple and serious defects to the design, construction, roofing and exterior. We did not consult with them prior to their purchase. After the customer purchased the home we advised them multiple time in multiple ways that the home is in need of a complete exterior rehab which is a complex project Replacing only a section of the roof doesn't fix the other issues relating to the water leaking into the home. Regardless they requested we replace only a section of the roof. The roof replaced by Starr has since been leak tested with the customer present. She observed while we demonstrated to her that the roof was not leaking. She was shown that the likely source of the leak was the adjacent stucco wall. Partial roof repairs are not a guarantee that the rest of roof or adjacent stucco, flashings or wall will leak.
Complaint: [redacted]
I am rejecting this response because:I said "there was no indication of a leak inside the home". Item 16 - 20 on the USAA report address repairs made to the garage/apartment. Yes, we were aware that the garage roof needed to be replaced when we purchased the house, which has absolutely nothing to do with my complaint. There were drops of water dripping from the ceiling in March of 2016. That's the reason I called Starr to come inspect it. Starr gave us a proposal of $8700 to replace that portion of the roof and it was replaced in May of 2016. I have attached a picture of the interior wall where water began to drain down the wall after the roof replacement. The second attachment is a picture after Starr replaced the roof. The third is Starr's standing seam metal being removed, which clearly shows a thin piece of metal attached directly to the decking with no vapor barrier or insulation in between. The fourth attachment is a picture of the new roof installed by a different roofing company to replace the roof we paid Starr approximately $8500 to install. Most roofing companies understand their customers want a roof that doesn't leak and most customers will continue to complain as long as it does. It shouldn't be a difficult issue/customer.
Regards,
[redacted]
Starr Roofing is a long term accredited member of the Revdex.com. Starr has an excellent record of conducting good business. We address each and every issue relating to our operations. Occasionally we miss the mark or have a difficult issue/customer. This customers accusation that we are bad roofing company with bad managers that lie to our customers and avoid issues is unwarranted. The email attached acknowledges that prior to the purchase of the home you were aware that the roof was in very bad condition and severely deteriorated. Starr's original and still current view is that the entire roof and all adjacent siding require replacement. Attached texts demonstrate our recommendation to do just that. Also stated was that "prior to starrs working on the roof there was absolutely no indication of a problem inside the home". This is false, the USAA claim clearly shows that items 16-20 are to repair interior water damage cause by a previous and existing leak. Starr's roof is not leaking. At the customers request/demand we conducted a test to determine the source of the leak. In the customers presence after a lengthy test we were not able to make the roof leak. water was then applied to the stucco siding. Within a short time the leak was apparent. The customer demanded this testing and observed the results. The stucco is the source of the leak. Tell us why here...
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.
Regards,
[redacted]