Terrible Herbst

Complaint: [redacted]
I am rejecting this response because: this response does not address fulfilling the contract, only contacting us in response to the many times (at least 7) that we have contacted the company with no response. We would like you to contact us, and we will withdraw our complaint once our contract is fulfilled.
Regards,
[redacted]

I have been asking Mrs [redacted] to contact us at the office so we can resolve this , there are procedures and protocols that we have to follow . In the state of texas there is a 3 day rescission period and her notice of cancellation was beyond this period and we have procedures at our office that we...

have to follow and when a customer doesn't cooperate with these procedures it puts us in a situation that would seem defensive . The materials were delivered by the supply company.we will agree but we ask mrs [redacted] to retract this unnecessary complaint that would of been handled through our requested communication . so with the agreed retraction we will :1) have the supplier pick up the materials to be picked up 2) contract will be cancelled 3) no lien will be filed Thank you

This is a follow on complaint to a previous complaint #[redacted]. Under the previous complaint, Stephens Roofing was to come out and make repairs following a roof installation. After several attempts to contact them to no avail, a certified letter was sent to them to which we still received no reply. A Revdex.com complaint was filed under the number stated above. Once we filed, they immediately responded to have someone come out and make the repairs. They came the morning of 29 July but said they didn't know what they were supposed to do and left. They later came back and performed the repairs and while my Mom was on the patio she heard them use a derogatory remark in Spanish which my Mom took related to her. I contacted Gilbert who was in charge of the repair crew and expressed my non appreciate for the assumed disrepect shown my Mom even if indirectly. He said he would talk to them and call back. He did and said they were talking about someone else. On In our acceptance, we stated we would accept under the condition, the owners, either [redacted] or [redacted] would come out and do a final inspection to ensure no further leaks and to provide payment for damage to the insulation which [redacted] agreed to provide. On 29 July, we were scheduled for the inspection. When no one showed up, I contacted Stephen's. I was told they would have to reschedule. We have yet to hear back from Stephen's regarding the inspection or receiving the money owed us for the insulation which the insurance company estimated at $675 for materials and labor, whereas Stephens is only willing to pay $375.00 to cover materials only.Translate selectDesired Outcome:Our desired outcome is to have Stephen's owner's come out to do the inspection as requested. We want the amount specified by the insurance company refunded to us in the amount of $675.00. If the company does not abide by these terms, we will request a full refund for the roof and request the Revdex.com provide a negative rating on the website.

ok , then I will bring our repair technicians with me at the same time just in case we find something we can fix it then and there ..Thank you

Complaint: [redacted]
I am rejecting this response because:
 Thank you for following up with us.  As of today July 12, 2017, we have not been contacted by Stephens Roofing, despite the multiple attempts we have made.  We thought as soon as we filed this complaint they would have called us immediately.    Best Regards,  [redacted]

Complaint: [redacted]
I am rejecting this response because: Where is my lifetime warranty paperwork filed with the manufacturer? This is your 5 year warranty that you have never called me about the replacement of the decking or drip edge. Revdex.com please review this unprofessional behavior by your alleged accredited business. I have asked many times for the lifetime warranty paperwork from the manufacturer as clearly listed in their one sided contract they have refused to honor.

Mr [redacted] , can you please let Revdex.com know that we spoke this morning and have everything worked out and planned ..thank you

Complaint: [redacted]
I am rejecting this response because:  I have never received a single phone call from Stephens roofing after this complaint was filed.  I have provided them my home number and cell phone and have phone records to prove they have never called.  I have only asked that they honor their written warranty which is provide me a copy of the lifetime warranty on the roof.  Put the correct flashing on my roof as listed in the contract and replace the decking they failed to replace as listed in the contract.  I am waiting for a phone call as I have been since this began.  They need to put a copy of the lifetime warranty on this attachment just as I have put a copy of your written contract for the Revdex.com to review.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't understand your response.  You can contact me to come out and put on the proper drip edge.  I am available Tuesday-Friday next week.  I do not see that you have uploaded a copy of my warranty that I have asked for many times.  I need to provide the information to my insurance company with the manufacturers warranty to get the proper discounts.  I also need it for my records in case the roof fails due to being a manufacturers defect.  I also did not get a reply about the decking replacement or providing a warranty for that work.  
Regards,
[redacted]

Thank you for reaching out to us, we have been waiting on you to contact us and let me know that you were satisfied so we can send the check out for the agreed amount of $375.00 . We will accept this as you letting us know you are ok with everything and I will get a check sent out to you asap .. Thank you so much for allowing us to remedy the situation ..

Thank Mrs [redacted] , I can assure I will be contacting you asap . today is 5/30/17 and we will contact you no later than 6/2/17 .. thank you

Complaint: [redacted]
I am rejecting this response because:  You have my phone number yet have refused to contact me to come out and begin to honor your warranty.  Please post a copy of my warranty to this site as I have posted a copy of your contract.  You have sent me a copy of your 5 year warranty but refused to send me a copy of my lifetime warranty with the manufacturer as I have requested from you in writing many times.  I have paid you over 15 thousand dollars and you have never provided me the warranty with the manufacturer.  Please honor your contract by providing me a copy of my manufacturers lifetime warranty.  You also are refusing to address the warped decking you failed to replace.  You can replace that part of the roof and decking or provide a written warranty for the warped decking.  I am being reasonable at this time only asking that you honor your contract you drafted to me.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and we spoke this morning 4/12/2017 and discuss the project on my house and work will start within two week.  Mr. [redacted] ensure all aspect of the worked will be completed as detailed on the contract.  Thank youI find that this resolution is satisfactory to me.
Regards, [redacted]

Sorry to here that mr [redacted] , you entrustedus with your beautiful home and we will stand behind our work and warranty 100%. Integrety is what makes Stephens Roofing who we are and our great reputation and great customers like you . The price is already at the lowest we can take it . Let me know what else I can do to make you happy ? Can I offer you a free warranty extension of an additional five years ? Thank you

thank you mr [redacted] for bringing this up to my attention , we let go of a couple employees for dropping the ball on your account and a few others .. someone will contact you today ..

It is not our policy to pay for any third party to inspect or approve our roofs since we are the ones warrantying the roofs that we install . I will come out and personally inspect the roof myself , my office will be contacting you to set up an appointment.. Thank you ..

Revdex.com:
Mr. [redacted] yes I do have your number as well as you have mine.  I do really appreciate you sending some people to look at my house siding.  I know you can fix the issues with my house, main reason I choice your company not only for the rating you have but I seen your work.  Hopefully with assigning another project manager we can move forward to complete my project.  Thank you for offering to paint my house, that will really help me.  When can the work start and when do you think it will be completed? 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]

mr [redacted] , we have never said we would address any of your issues , we will be more than happy to resolve your concerns .. If you would like we could also meet at our office , whatever is convenient for you just let us know . I look forward to hearing from you ..

First I would like to thank Mr [redacted] for getting back to us , I would ask that for future references if he could please contact us/me at the office directly at [redacted] .   I did go out on January 27th to meet with Mr [redacted] to apologize in person for the mistake which had been...

taken care of by this time . Mr [redacted] does have shingles on his home which are no longer in production but can be found at some supply houses , which I do have my supply rep looking for this shingle color, that being said when I explained this to Mr [redacted] he seemed more than ok with it taking some time to find the color since the roof was repaired and no other issues with this area . I also visually noticed and mentioned to Mr [redacted] that his roof has extensive hail damage and he should call his insurance company to file a claim for replacement . Mr [redacted] then explained to me that his insurance had already paid him for this roof and that he used the money from this claim to pay for a roof on another house which he told me we ( Stephens Roofing ) had replaced and he was very happy with . Mr [redacted] told me that the house in question is going to be put up for sale and he knew he was going to have to replace the roof anyway because of the current hail damage he even stated that he asked ruben our former service tech to give him a labor price to replace this roof since he knew he was going to have to replace it to sell the house . We can not do a payoff that Mr [redacted] is requesting 1) the repair only took 150.00 dollars in material and 50.00 in labor What we can offer is to replace the roof at cost if that would help Mr. [redacted] we would be more than happy to oblige with this ... Thank you

Mr [redacted] , if you read my responses you will read that not once have I rejected to fix the concerns you have as a matter of fact you will read the contrary .. I have asked for all of us to meet so that we can address your concerns and fix them . I understand that you work out of town so please let me know what day next week works for you ..