Re : Compiaint#***Dear *** (complaint handler)April 4, 2015We indeed installed a roof for this customer in January usingIKO Cambridge LTD Lifetime architectural roof shingles as clearlystated on our contract She selected her color from our IKO sampleboard ,
the color being Earthtone Cedar (also clearly stated on thecontract, copy enclosed ) IKO Roof shingles are an extremely popularroof brand outselling most other shingle brands in the Western NewYork market.We called the customer on March to see if she needed a follow upcleaning (since snow prevented a thorough cleearlier) and to seehow she liked the roof We received an earful of all kinds of thingsshe was unhappy aboutWe sent a cleman to rake up the yard onApril 1, and made an appointment for a detail crew and the owner (myself)to come out at 9:am on April to correct her problemsWeare puzzled by her remark that she tried to call us: our office manager*** is in the office every day Monday through Friday from 8-4:answering the phones.She said she doesn't like the roof shingles, but the shingles shepoints to on a neighboring house appear to also be IKO shingles, althoughof a different colorShe sees light in her attic from thebottom edges, but her house has open overhangs where the roof raftersand roof deck project out past the house wall with no facia or soffitboardsThe light is entering at the blocking between each rafterand really have nothing to do with our roof workHowever, we setabout sealing these cracks below the roof deck to eliminate the light.We discovered one of the gutters was not draing properly so were-pitched it and relocated two downspouts to ensure they work properly.We pointed out to her that her storm sewer collecter is brokenbelow the ground and is not taking the water, but she doesn't seem towant to acknowledge the problemWe went back over the entire roof tocheck for lifted shingles or nails not set properly The roof is 100%fit and ready for years or more of service .The roof has already been tested by the worst winter and ice damingconditions experienced in the Buffalo area in years and nothingleaked so much as a drop.We cannot replace a perfectly fine roof system for her , but we doencourage her to keep in touch with usIf there are any problems ofany sort we will be there for her in a moment's notice: she can counton itSincerely , *** ***, owner
The customer is correct that the cleaner did not do the garage gutters. We corrected this oversight on Friday, Aug. 1, 2014 when we sent our man back to clean them.
We waive the $125.00 cleaning fee and apologize to our customer for poor communications.
We have pictures of the...
cleaned gutters. If she will call the office we will make arrangements to show them to her. The number is [redacted].
Sincerely,
[redacted], Owner
Thank you for your follow up email. I received both a call and mail from Surety Construction stating they came back out to my home and redid the gutters. I called to let them know I was going to send payment and [redacted] told me no payment was needed. They did do the garage and offered to show me pictures they took but I declined to see them. Thank you for your assistance in this matter.
Surety seems to be a very good company. I have had 4 dealings with them for 3 years. No complaints. The president Rich Robinson seems to be a very good guy.
I was referred to Surety several years ago and could not speak more highly of them. They replaced my roof back then and most recently repaired my mom's. She has additional home repairs to be done and they will be the first contractor we call.
Re : Compiaint#[redacted]Dear [redacted] (complaint handler)April 4, 2015We indeed installed a roof for this customer in January 2015 usingIKO Cambridge LTD Lifetime architectural roof shingles as clearlystated on our contract . She selected her color from our IKO sampleboard , the color being Earthtone...
Cedar (also clearly stated on thecontract, copy enclosed . ) IKO Roof shingles are an extremely popularroof brand outselling most other shingle brands in the Western NewYork market.We called the customer on March 31 to see if she needed a follow upcleaning (since snow prevented a thorough clean-up earlier) and to seehow she liked the roof . We received an earful of all kinds of thingsshe was unhappy about. We sent a clean-up man to rake up the yard onApril 1, and made an appointment for a detail crew and the owner (myself)to come out at 9:00 am on April 2 to correct her problems. Weare puzzled by her remark that she tried to call us: our office manager[redacted] is in the office every day Monday through Friday from 8-4:30 answering the phones.She said she doesn't like the roof shingles, but the shingles shepoints to on a neighboring house appear to also be IKO shingles, althoughof a different color. She sees light in her attic from thebottom edges, but her house has open overhangs where the roof raftersand roof deck project out past the house wall with no facia or soffitboards. The light is entering at the blocking between each rafterand really have nothing to do with our roof work. However, we setabout sealing these cracks below the roof deck to eliminate the light.We discovered one of the gutters was not draing properly so were-pitched it and relocated two downspouts to ensure they work properly.We pointed out to her that her storm sewer collecter is brokenbelow the ground and is not taking the water, but she doesn't seem towant to acknowledge the problem. We went back over the entire roof tocheck for lifted shingles or nails not set properly . The roof is 100%fit and ready for 30 years or more of service .The roof has already been tested by the worst winter and ice damingconditions experienced in the Buffalo area in 60 years and nothingleaked so much as a drop.We cannot replace a perfectly fine roof system for her , but we doencourage her to keep in touch with us. If there are any problems ofany sort we will be there for her in a moment's notice: she can counton it. Sincerely , [redacted], owner
June 4, 2015Revdex.comRE : [redacted]Revdex.com Complaint 10 [redacted] ([redacted])Dear Complaint Handler,Upon receipt of this complaint we reached out to Ms. [redacted]by phone. I explained to her that back in 2000 her grant specificationscalled for re-shingling the house and no money...
wasavailable for a roof tear off; we had to follow the bid specificationsIn 15 years she never had a roof leak, but was only concernedshe may have a leak in the future. I stopped by the house andlooked at the roof. She has an IKO 20 year 3-tab roof shingleinstalled. It is actually in good condition, except for twoareas where a tree has been rubbing against the roof .I offered to replace the shingles for her in those two areasas a courtesy , and she- agreed . The next day the workers repairedher roofing and it now appears that she will easily get anothereight or ten years life out of this roof systemSincerely,[redacted]. [redacted] , Owner
Re : Compiaint#***Dear *** (complaint handler)April 4, 2015We indeed installed a roof for this customer in January usingIKO Cambridge LTD Lifetime architectural roof shingles as clearlystated on our contract She selected her color from our IKO sampleboard ,
the color being Earthtone Cedar (also clearly stated on thecontract, copy enclosed ) IKO Roof shingles are an extremely popularroof brand outselling most other shingle brands in the Western NewYork market.We called the customer on March to see if she needed a follow upcleaning (since snow prevented a thorough cleearlier) and to seehow she liked the roof We received an earful of all kinds of thingsshe was unhappy aboutWe sent a cleman to rake up the yard onApril 1, and made an appointment for a detail crew and the owner (myself)to come out at 9:am on April to correct her problemsWeare puzzled by her remark that she tried to call us: our office manager*** is in the office every day Monday through Friday from 8-4:answering the phones.She said she doesn't like the roof shingles, but the shingles shepoints to on a neighboring house appear to also be IKO shingles, althoughof a different colorShe sees light in her attic from thebottom edges, but her house has open overhangs where the roof raftersand roof deck project out past the house wall with no facia or soffitboardsThe light is entering at the blocking between each rafterand really have nothing to do with our roof workHowever, we setabout sealing these cracks below the roof deck to eliminate the light.We discovered one of the gutters was not draing properly so were-pitched it and relocated two downspouts to ensure they work properly.We pointed out to her that her storm sewer collecter is brokenbelow the ground and is not taking the water, but she doesn't seem towant to acknowledge the problemWe went back over the entire roof tocheck for lifted shingles or nails not set properly The roof is 100%fit and ready for years or more of service .The roof has already been tested by the worst winter and ice damingconditions experienced in the Buffalo area in years and nothingleaked so much as a drop.We cannot replace a perfectly fine roof system for her , but we doencourage her to keep in touch with usIf there are any problems ofany sort we will be there for her in a moment's notice: she can counton itSincerely , *** ***, owner
Superb clean-upThey left the property much neater than it was before they startedThe workers were experienced and energetic
The customer is correct that the cleaner did not do the garage gutters. We corrected this oversight on Friday, Aug. 1, 2014 when we sent our man back to clean them.
We waive the $125.00 cleaning fee and apologize to our customer for poor communications.
We have pictures of the...
cleaned gutters. If she will call the office we will make arrangements to show them to her. The number is [redacted].
Sincerely,
[redacted], Owner
Thank you for your follow up email. I received both a call and mail from Surety Construction stating they came back out to my home and redid the gutters. I called to let them know I was going to send payment and [redacted] told me no payment was needed. They did do the garage and offered to show me pictures they took but I declined to see them. Thank you for your assistance in this matter.
Surety seems to be a very good company. I have had 4 dealings with them for 3 years. No complaints. The president Rich Robinson seems to be a very good guy.
I was referred to Surety several years ago and could not speak more highly of them. They replaced my roof back then and most recently repaired my mom's. She has additional home repairs to be done and they will be the first contractor we call.
Re : Compiaint#[redacted]Dear [redacted] (complaint handler)April 4, 2015We indeed installed a roof for this customer in January 2015 usingIKO Cambridge LTD Lifetime architectural roof shingles as clearlystated on our contract . She selected her color from our IKO sampleboard , the color being Earthtone...
Cedar (also clearly stated on thecontract, copy enclosed . ) IKO Roof shingles are an extremely popularroof brand outselling most other shingle brands in the Western NewYork market.We called the customer on March 31 to see if she needed a follow upcleaning (since snow prevented a thorough clean-up earlier) and to seehow she liked the roof . We received an earful of all kinds of thingsshe was unhappy about. We sent a clean-up man to rake up the yard onApril 1, and made an appointment for a detail crew and the owner (myself)to come out at 9:00 am on April 2 to correct her problems. Weare puzzled by her remark that she tried to call us: our office manager[redacted] is in the office every day Monday through Friday from 8-4:30 answering the phones.She said she doesn't like the roof shingles, but the shingles shepoints to on a neighboring house appear to also be IKO shingles, althoughof a different color. She sees light in her attic from thebottom edges, but her house has open overhangs where the roof raftersand roof deck project out past the house wall with no facia or soffitboards. The light is entering at the blocking between each rafterand really have nothing to do with our roof work. However, we setabout sealing these cracks below the roof deck to eliminate the light.We discovered one of the gutters was not draing properly so were-pitched it and relocated two downspouts to ensure they work properly.We pointed out to her that her storm sewer collecter is brokenbelow the ground and is not taking the water, but she doesn't seem towant to acknowledge the problem. We went back over the entire roof tocheck for lifted shingles or nails not set properly . The roof is 100%fit and ready for 30 years or more of service .The roof has already been tested by the worst winter and ice damingconditions experienced in the Buffalo area in 60 years and nothingleaked so much as a drop.We cannot replace a perfectly fine roof system for her , but we doencourage her to keep in touch with us. If there are any problems ofany sort we will be there for her in a moment's notice: she can counton it. Sincerely , [redacted], owner
June 4, 2015Revdex.comRE : [redacted]Revdex.com Complaint 10 [redacted] ([redacted])Dear Complaint Handler,Upon receipt of this complaint we reached out to Ms. [redacted]by phone. I explained to her that back in 2000 her grant specificationscalled for re-shingling the house and no money...
wasavailable for a roof tear off; we had to follow the bid specificationsIn 15 years she never had a roof leak, but was only concernedshe may have a leak in the future. I stopped by the house andlooked at the roof. She has an IKO 20 year 3-tab roof shingleinstalled. It is actually in good condition, except for twoareas where a tree has been rubbing against the roof .I offered to replace the shingles for her in those two areasas a courtesy , and she- agreed . The next day the workers repairedher roofing and it now appears that she will easily get anothereight or ten years life out of this roof systemSincerely,[redacted]. [redacted] , Owner