Storm Guard of Louisville

Revdex.com: 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 If the work was done satisfactory the pictures would show that and unfortunately they do notThe pictures show flashing put on my home that I was not informed or consulted aboutThe pictures show holes in my roof where water has entered my homeIn addition the ice and water shield shouldn't be exposed, shingles should be on top of it; proof the job was not done correctlyWhen [redacted] saw the pictures he too said it was not correct The screen shots show of the text messages show that I asked multiple times about the shingles and the lack of proper placement, which months later they are still not laying down properlyI have attached pictures, showing the shingles buckling, taken todayAnd there are more places like that As I [redacted] in the previous response, [redacted] told [redacted] not to worry about the garage because I told him that I didn't want them on my property because they would not respond to my previous concernsIn addition, when I spoke to [redacted] on the 1st of July, he [redacted] he fired the crew that completed the job on my roofAlso I spoke with [redacted] and they [redacted] that Storm Guard is charging moreNevertheless, I am seeking for full refund to have a reputable company finish the job correctly so I do not have any more leaks in my home Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There are many points to address that are not accurate, that I may not be able to address in the time alloted. I believe that Storm Guard completed unsatisfactory work because I am a woman and they thought they could get away with it. I was in yown when the workers started on my roof and the field adjuster did not think the leak came from inside, because it was clear it came from the roof, especially given the point *** made about components not being on my roof. I spoke with ***y and *** many times because months after the work was completed the shingles were still buckledThey did not take my concerns seriouslyAfter so long of trying to express my concerns, and seeing their obvious lack of interest in fixing the work I did not want to communicate with them any longer and contacted the other company to explain the issues and filed the complaint with the Revdex.comIn addition, the only reason *** called *** was because I communicated to him that they were not taking my concerns seriously. Eventually I cleaned up the residue because they refused to. During the meeting with *** I explained that I should hsve been notifified if my insurance did not pay for flashing like ***y told me they wouldAnd *** should have inspected my home and seen that the flashing was not placed on there correctly*** admitted it should have been handled differently and that the flashing could have been places better than what it was. In ***'s response, his tactic is to present me as being unaware of their work and as trying to avoid paying them, which is totally incorrectI know what my roof should look like and I know how I tried to get them to fix the problems but they refused. I'mnot interested in them fixing work they could have done correctly to begin, or addressed months ago when I brought it to their attention
Regards,
*** ***

Let me start off by saying that I am disappointed with Ms. [redacted]’s recollection of events and optional facts that she attests to. There are holes in her story, in which, none came up until a boyfriend named [redacted] interjected late in the process and final check from her...

insurance carrier was due. I will go on record and say that legal action has begun on Ms. [redacted] and a lien will be enforced for non-payment of services rendered for her property at [redacted] Lane. I do not appreciate being threatened through the filing of a Revdex.com complaint in order for Ms. [redacted] to avoid payment of services performed and completed by my company.Ms. [redacted] entered into a contract with my company on April 12th for full roof replacement contingent on her roof being approved through and insurance claim. On April 19th, [redacted] from [redacted] had an adjusters meeting with my sales manager, [redacted]y [redacted]. He approved the roof that day for a full replacement and put together a [redacted]ment of loss for the homeowner, Ms. [redacted]. It is at this time that [redacted] explains the SOL in detail to Ms. [redacted] and the different items that will be covered through the replacement process (attached copy of SOL in this report). We have worked with [redacted] multiple times and he is one of the better field adjusters when it comes to explaining the process to the homeowner. Ms. [redacted] was informed, at that point, what was going to be covered in the replacement process as [redacted]y reaffirmed the process and timing of the project from that point on. [redacted]y informed her that there could be additional costs, such as any bad wood that could potentially exist, as well as, items that we will attempt to supplement for, such as drip edge and ice and water shield. There was money given for paint due to a bad leak on the interior of the home. The field adjuster realized the leak likely came from inside the premise versus an outside source due to the magnitude and location of the leak, but went ahead and paid for this portion to help out the homeowner. Ms. [redacted] did not want us performing the interior paint portion of the scope and was going to keep those monies for herself.On April 29th, Ms [redacted] was sent an email covering all the pre-install information. I am attaching a copy of this correspondence in my report. This information covers everything from delivery time, potential delays, nails/debris, protection of plants/outdoor furniture and so on. It will also confirm the color shingle being installed again. This gives the homeowner plenty of time to look over and give us a call with any questions. My sales manager made repeated attempts to contact Ms. [redacted] to collect her ACV check at her residence after her roof install on May 3-4. He made two attempts to come out to her house to find she did not leave the check in the [redacted]d place and was not home for us to collect nor would she answer repeated calls/texts to complete this transaction. This would be the start of having difficulty in getting Ms. [redacted] to communicate with us at all. We have a long list of texts and call logs attempting to reach Ms. [redacted] concerning money for the most part, as well as, coming out and inspecting other concerns she has [redacted]d in her complaint.We discovered during the replacement of Ms. [redacted]’s roof, the previous installer did not utilize drip edge or ice and water on the project. During the replacement of the roof, our company applied drip edge to all eaves and gables, as well as, applied ice and water to all valleys and penetrations even though this cost came out of our pocket and not paid through insurance. This is an extra upgrade to the homeowner at no cost that I feel is a nice gesture and insures a watertight assembly. At Storm Guard, we also apply Rhino synthetic felt to each job versus the 15# felt that the insurance companies will typically pay. Again, this is a FREE UPGRADE to Ms. [redacted] that she was unaware of that we do as a courtesy for the homeowner as we want our work to stand out above the rest. Since Ms. [redacted] was out of town during the install, she would not be aware of these extra components that have been installed nor would she be able to appreciate them.I am concerned for the “contractor” that came out and told her that felt was not applied to the back half of her roof. Since we utilized synthetic felt, he may have been confused as to what material was installed since his company may not utilize that higher quality material. He also [redacted]d that deck nails were used…this is difficult to do as nail guns were used on this project which require nail coils for application versus hand nailing. As [redacted]d in the SOL and explained by the field adjuster, the flashing was not going to be paid for through insurance. We used the existing flashing for this scope and applied ice and water underneath to insure from any leaks forming since it was not being paid. I agreed with Ms. [redacted] that the flashing looked a bit worn, but it was installed correctly even with the added protection of the ice and water beneath the flashing. I am leery of other “contractors” who give their opinion on a scope they are unfamiliar with and do not know the proper steps that were taken in the install.Ms. [redacted] had concerns about the shingles laying down on the front of her roof. There was an area near the flashing and between the dormers where shade exists throughout the day. Some shingles had not laid flat a couple weeks after install due to cooler temperatures in this area.This is not an abnormal thing as sometimes it takes time for shingles to seal. We informed Ms. [redacted] to give it time, up to a couple months, and see if this gets resolved. If not, we’d be glad to go back and replace/repair that portion of the scope. We see this from time to time, and in most instances, the shingles will lay flat over a period of time with warmer weather. Ms. [redacted] was explained this concept multiple times but views this as an “excuse”. After meeting with Ms. [redacted] on July 1st, it was apparent that nothing was going to make this homeowner happy and she was intent on not paying the balance of her bill and did not want any repairs made to her property while threatening us to not step foot on her property. I offered to replace the flashing on her home at no charge, even though it was not a responsibility of mine at the start. She had a garage door that needed paint applied where it received a scuff from a falling shingle. We’ve been trying to paint that for two weeks, but [redacted] keeps telling us it’s fine. We have texts asking Ms. [redacted] when a good time would be to take care of the garage paint and haven't gotten a response. Ms. [redacted]s she was upset with the clean up, but when she finally made a call May 19th to my sales manager, [redacted]y [redacted], he promptly came out and addressed the situation. It was then she had concerns about the shingles and my production manager, [redacted] Liner, briefed her on that promptly, as [redacted]d. The property had littledebris with the exception of some piles of granules Ms. [redacted] swept up, smudge on garage door and a few nails. These were instances that were explained to her in the pre-install email and is common to find on a job site afterwards that can easily be reconciled.The last issue I want to address is that Ms. [redacted] made mention of a leak on June 14th. She didn’t bring this to my attention until our meeting on July 1st. As [redacted]d earlier, the field adjuster made mention to us that he believed the initial leak to come from an internal source. Now, if the leak came from an external source as Ms. [redacted]d, then she should have had issues on May 7, May 10 and May 11 among other dates when heavy rains penetrated the area. Keep in mind, insurance paid her monies to paint the interior of her home. If she wants those stains removed and paint applied, then she has money to apply towards that portion of the scope. She did not make us aware of any alleged leaking and has not even given us an opportunity to cure any issues at hand. I have given Ms. [redacted] every opportunity for our company to come out and paint the garage door, replace the flashing, and perform any repair to the shingles, if necessary. Once full payment is made for this job, she will have the benefit of a five year workmanship warranty on her roof. She is not being billed for any of these repairs and, still yet, she is not happy with that resolution, as I believe money is a concern for her and she’d rather not pay her balance than have the couple minor items repaired.As [redacted]d before, legal proceedings have begun but I am still willing to make the repairs [redacted]d above and drop the lien process once final payment has been made. I am supplying copies of the [redacted]ment of loss, supplement, contract, pre-job email and multiple copies of texts that show repeated communication attempts with Ms. [redacted]. I understand people have busy lives and may forget to respond to calls/texts, but we’ve gone out of our way and have been inconvenienced throughout this entire process of attempting to make a repair and collect payment causing undue stress and hardship with this job, as well as, a financial obligation towards an attorney moving forward. Regards! [redacted], PresidentStorm Guard Restoration

It's unfortunate that Ms. [redacted] feels the need to play the woman card.  We were given a scope of work by [redacted] to complete.  This scope was explained to Ms. [redacted] by the adjuster.  The work was done satisfactory with our company willing to go above and beyond on some items that were not our initial responsibility.  And at this point, we are looking to collect payment for the work with funds provided by the insurance company. I have been a business owner for over 20+ years and have owned and operated Storm Guard since its inception 16 months ago.  We have close to 300 roof replacements to our credit with this being the first complaint being registered. I have offered to replace an item that was not my responsibility and have offered to paint a garage door that was scuffed.  With full payment, there would be a five year workmanship warranty on the roof assembly.  At this point, the shingles have settled down with the summer heat that Ms. [redacted] was concerned with. I have provided photos and invoices that show proof of rhino synthetic felt applied to this job (free upgrade).  Also, photos show the ice and water shield applied to all valleys, penetrations and even under the flashing that was reinstalled to insure any leaking.  Screenshot texts show our difficulty to communicate with Ms. [redacted] at times, especially, when it concerned payment.  The screenshot texts also show that we offered to paint the garage door when it came to our attention that it was scuffed...[redacted] told us it was fine.  Another photo reveals a family member watching over the build out while Ms. [redacted] was out of town when she remembered that differently.  I have photos, texts, invoices, call logs, [redacted]ment of losses among other factual items while Ms. [redacted] has her word.  Ms. [redacted]s that she communicated with [redacted]y and [redacted] frequently in her last submission, but beforehand, nobody would communicate with her.  We've stayed in constant communication and have promptly come out and addressed her concerns when she's needed us to and explained process and time frames that need to take place before warranting any shingle replacement. Otherwise, we have offered to replace/repair her other concerns.  At this point, I am willing to replace the small amount of flashing that was not included in [redacted]'s estimate. I am willing to paint the garage door or give a $150 credit to Ms. [redacted] as I previously [redacted]d to her.  We would monitor the small area of shingles that she has concerns with and replace, if needed, at any point in the future.  If Ms. [redacted] is agreeable to this, then we would drop the lien process that is forthcoming on the property, and attend to the couple issues she has in exchange for the final payment [redacted]d on the invoice.   With almost 300 jobs to our credit, our goal is to always make sure we have done what is in the best interest of the homeowner.  Are all jobs perfect? No! But we will always address the reasonable concerns of a homeowner and get their desired results. We have attempted to do that with this homeowner but there has not been any real attempt for Ms. [redacted] to reciprocate this effort.  I have built my business on trust and integrity and will continue to do so in the future to help homeowners protect the value of their home in the event they have sustained property damage.

Revdex.com:
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.
If the work was done satisfactory the pictures would show that and unfortunately they do not. The pictures show flashing put on my home that I was not informed or consulted about. The pictures show holes in my roof where water has entered my home. In addition the ice and water shield shouldn't be exposed, shingles should be on top of it; proof the job was not done correctly. When [redacted] saw the pictures he too said it was not correct.   The screen shots show of the text messages show that I asked multiple times about the shingles and the lack of proper placement, which 3 months later they are still not laying down properly. I have attached pictures, showing the shingles buckling, taken today. And there are more places like that.  As I [redacted] in the previous response,  [redacted] told [redacted] not to worry about the garage because I told him that I didn't want them on my property because they would not respond to my previous concerns. In addition, when I spoke to [redacted] on the 1st of July, he [redacted] he fired the crew that completed the job on my roof. Also I spoke with [redacted] and they [redacted] that Storm Guard is charging more. Nevertheless, I am seeking for full refund to have a reputable company finish the job correctly so I do not have any more leaks in my home.
Regards,
[redacted]