Texas Premier Roofing and Exteriors, LLC

The customer was given an estimate and signed a contract for a complete roof replacement He gave us a deposit of $3, (We require 50% down prior to starting the work This is standard in our area and industry The customer received an initial check from his
insurance company for the purpose of providing a contractor with a deposit.) He was given a tentative start date which changed due to unforeseen weather conditions The customer did not understand that inclement weather permits us from working and causes projects to be rescheduled We tried our best to work with him, even offering to fit him in before customers that had signed contracts BEFORE him The customer would call and email after business hours and get upset that we could not reply until the next business day The customer threatened to take legal action and we asked him to please have his attorney contact us from that point forward The customer continued to call and email threats of coming to our homes and our family members homes (somehow he was able to find our home addresses.) At that point we decided to void our contract with Mr*** and issue a full refund We mailed a refund check to his home address for $3,which was cashed on December 4th, Please let me know if you need any other information Thanks again, ***! Best, *** *** Texas Premier Roofing & Exteriors o:210-932-8933| f:210-276-Culebra RdSteSan Antonio, Texas www.texaspremierroofing.com

Current status on *** ***: Refund check will go out on or before Friday, March 18th
Best,
*** ***
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Complaint: [redacted]
I am rejecting this response because:
The company has unsatisfactorily addressed any complaints or issues.  They have refused to accept any wrong doing and claim that what they put us through never happened.  I have went with another company and therefore there is nothing else they can do for us. 
Sincerely,
[redacted]
Regards,
[redacted]

To whom it may concern: First and foremost we would like to say that we are very sorry you feel you have...

not received the best possible service from us. We would like to take the time to address all of your concerns in your recent review. “We called for an estimate and after they came out they told my wife they refused to provide and estimate until they saw how much our insurance claim was for, this should have been a red flag for us to avoid.” We (as well as many contractors) will lower our prices to match an insurance claim as a courtesy to the customer so that they do not have to come out of pocket. Never have we or would we refuse to give an estimate, we only ask to see the insurance paperwork so that we can do our best to assist customers. In this case the customer refused assistance and we provided them with an estimate based our current pricing. “They were quick to collect a deposit mid-­-June. They told us they were 3 weeks out and to call the office to get on the schedule. So we did, they office informed me they were 6 weeks out. Frustrating but since we had no leaks I was okay with that.” Regarding the deposit, we (as well as many contractors) require a deposit upon approval of the work. This is stated in the contract that the customer signed. This ensures that both parties have committed to the project and materials may be purchased as soon as possible. Unfortunately, there was miscommunication between the office and field on how far out our job schedule was and therefore the customer was misinformed. We apologize for this. Had the customer expressed their frustration with the delay, we would have tried our best to fit them in sooner. They were perfectly fine with the time frame and we truly appreciated their patience and understanding. Also, we would never tell a customer to call the office to get on the schedule. We have very specific office procedures, which involve US calling the customer when we receive a
signed contract/deposit and put them on the job schedule, which we did. “6 weeks came and went with no contact from the office. I called, they told us the 27th ofJuly. No call, no show, I call again, they tell us 29th ofJuly. They called after not showing up and said Aug 5th. No call no show again, I call and they say the 6th, didn’t show up, I call again and they say 7th, no show again, I call and they say Monday the 10th. No call, no show. We call again, they send a crew over, put about 15 squares ofshingles on the roof and leave. A week goes by and nothing, no call’s and nobody comes by. I call and speak to the [redacted] who tells me all his guys have been hired off but he was interviewing and would call me the next day.” Throughout this time period the office was in contact with the customer. We tried our best to inform them of the delays as soon as we knew. We did lose a crew without notice and our main crew was working on a project for a customer that signed before Mr. and Mrs. [redacted], in order to be fair we try and go in order. The project had hit many unforeseen obstacles and our crew was working very hard and diligently in 100 degree weather. We DO NOT leave a project to start a new one until it is finished. Our office explained this to Mr. and Mrs. [redacted] and apologized profusely for the inconvenience. They seemed very understanding. These delays are not normal, nor how we ty[redacted]lly conduct business, they were simply unforeseen and extreme. In this industry there are a lot of unknowns, we are at the mercy of the weather, our crews, etc. We do our best to stay on schedule, but that doesn’t always happen. We do, however, put our customers first and call and/or email to update and keep them in the loop. “They have so much work they can’t keep up, however they are still out there marketing and calling people trying to get more customer’s when they obviously can’t take care of the ones they have.” Yes, this a very busy time period for us (and most contractors in the area) but unfortunately, there is no way for this customer to know our marketing process and who we are calling. We are a small business that has the right to market ourselves how and when we see necessary. Again, the delays to their project were unforeseen and extreme, NOT because we “can’t keep up.” We take care of each and every one of our customers and have not received a single complaint in 3 1/2 years of business. “...they finally came out on the 25th of August. They started tear off. They worked for 2 hrs and then took 4 hr naps on a tarp in my backyard throwing cigarette butts and their trash everywhere. They weren’t careful with the tear off and got my neighbors upset about their behavior and constantly going in their yard even though our houses were not that close together for them to need to go there. I tried talking to them but only one of the workers spoke English so we didn’t understand what I was saying half the time.” Unfortunately, this is the first we’ve heard of the severity of the situation. There was never
any kind of complaint. Mrs. [redacted] called to “let us know” that the crew was not being very careful with trash and debris at which time the crew leader was called immediately and notified to stay out of the neighbors yard and be more careful. Had we known about the other issues during the process of the project, they would have been addressed immediately as well. A 4 hour nap is excessive, but we do allow our crews to take breaks. (They are only human, working in 100 degree weather.) It is our policy that the crew leader be fluent in English and able to communicate with the home[redacted] if necessary. To our knowledge, the crew leader was there at all times. “They banged my gate in the backyard (that was just fixed) so it doesn’t shut now and the [redacted] told me to “water the ground” and it should fix it when you can see the bolts are pulled halfway out of the wood.” This issue was never brought to our attention as something we needed to fix. The home[redacted] asked the [redacted] for a referral to a fence company and said his gate was not shutting. It was not stated or implied that our crew had broken the gate. From personal experience, the [redacted] suggested that the home[redacted] first try watering the ground as it helps the ground to shift and may fix the problem without the home[redacted] having to spend any money. Since the gate was previously broken, it is probably safe to say it was not fixed properly and the crew going in and out (only access point) may have made the issue more apparent. Had the home[redacted] told the [redacted] that our crew broke the gate, it would have been fixed immediately. “No apologies, no thank you for your business, nothing when they finally finished last Wednesday the 2nd.” We have apologized profusely to the customer about the delays and inconvenience. We have also thanked them many times for their patience and understanding, as well as choosing us as their roofing contractor. “The did pick up their trash and clean everything up once they were done, and the [redacted] was again quick to pick up and cash the check.” As a courtesy to our customers, we deposit payment immediately so their funds are not tied up waiting for a check to clear. It also states in the contract that the customer signed that the final balance is due upon completion. “However, they were supposed to do the gutters as well. The only answer I am given is they don’t know when they will get around to doing them. The subcontract it and it depends on their schedule so the cannot tell me a day or time or how ling it will be before they come out to complete the job they were hired to do.” Unfortunately, this scenario is entirely untrue. The customer was informed that we had to wait for the roofing project to be finished before we could schedule the gutters. (The roof has to be
done first because if not, the new gutters will get damaged during the roofing project.) The customers were under the impression that the roofers also installed the gutters, so we informed them that this was not the case, that we have a professional gutter installation crew and they obviously have a different schedule than the roofing crew. Again, it is an exceptionally busy time for us (and most contractors in the area) and our job schedules are a little further out than they normally are. We are doing our best to schedule the gutter installation in a timely manner. Since 2012 we have worked tremendously hard to establish ourselves as a reputable, trustworthy contractor in San Antonio and the surrounding areas. We have hundreds of happy customers that refer us to their friends and family and call us when they need additional work done. Our current A+ rating with the Revdex.com is a direct reflection of our dedication to our customers. Again, we sincerely apologize for any inconvenience you feel you have endured with our company and truly appreciate your patience and understanding. Thank you, [redacted]

Their phone marketing is driving me up a wall. They use different numbers so that caller block does not work. This is a very bad practice and should be shot down.