The Metal Roof

Revdex.com received notification from business stating historical permit has been obtained and business in process of putting on gutters

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me for the time being, although what was stated in Julie's response is sugar coated to their defense by far. Remember, the deadline for everything to be done was JUNE 1st 2017, not at their convenience after already being paid against my knowledge and consent. Julie did fix the table (July 4th after tenant moved in and month after all was to be finished), but it took many attempts with Dan until he finally had Julie take care of it. Dan is the problem with this company, not Julie. Dan even told me after months of past due (and already being paid in full), "it will get done when it gets done" and his initial response to fixing the table was "not my problem, the gutter guys broke it." He even said that in front of my tenant that brought the table to my attention. Not very professional and basically nothing with Dan really is beyond his sales pitch. After payment, Dan didn't feel any need to respond or get the job on time. I don't believe Julie was even aware of what was going out in the field.I responded w/in hours last night to their request to taking down the google post, so not sure what Julie was referring to as me not responding. I didn't respond via text message and felt no reason to do so. Going forward, where the original leak took place,(*** *** ***) the tenants that have been there years are moving out at the end of the month. I need to check and verify the original scope of work was actually complete. The job called for replacing a section of the existing roof (plywood, etc) and to check I have to climb above tenants clothes and make a mess. So, May 1st I will verify, but wanted to keep an open dialogue with the company as the crew they had do my job was fired for "inconsistencies" and I was not around when this part of the job was supposedly completed. Hopefully, it will be replaced as expected. I took pictures of the leak before and will be able to verify if it was replaced or if they simply went over and hid the section needing replaced (which was in the original quote). Also going forward, I expect the company to respond and correct any action items that is related to their work and warranty.
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Here is the flow of text between Client and myselfIn addition to these exchanges, client also called me from a separate phone daily insisting on exact install dateOur crews are specialized installers and can only move to the next project when they complete the firstWe can give an approximate
install date but there are many factors in our projects: manufacture time on the metal coil arriving, delivery schedule, the crew best suited for the job [some crews specialize in standing seam, others rib metal, one crew is detail orientated and do our more detailed jobs and another crew is super fast so we try to line up the right crew for the projectall these factors are considered along with weather forecast! However, I make myself available days a week until pm at night to communicate with our homeownersThey are happy to have this kind of communication line. This particular job was well under 5k. Due in part to how challenging the client was, we no longer will do porch projects or smaller jobs under a certain amount. Friday Oct 13, 2017 Text from me to client, 11:am: Bruce is planning to have material dropped late in the day on Monday and we will have a crew on it as soon as they finish current job. This is me updating the client with the next move on their project. Tues October 17th, 11:amText from client to myself: Hi just checking onNo materialThanks Text from myself to client: 1:pm Should be todayI think Rick is heading up there later. Thursday October 26th, 2017Text from Client to myself, 4:pm: HelloDo you know when they are going to finish our job? Thanks [The job has been installed there is one trim piece which got bent or needed re cutcertain details cannot be completed until the new piece is installedit is done all at once]Reply from self to client, 4:pm: Hi, we're waiting on that trim piece and hope we can install that tomorrow. Reply from client to myself, 5:pm: Ok thanks for the updateThere are several other odds and ends we see tooI take it you are just waiting on trim piece and the going to take care of it all at once? client calls from other number and I explain it will all be done at once. Friday October 27th. Text from client to self, 12:pm: Hello do you think this will be wrapped up today? Reply from myself to client, 2:pm: Bruce is heading out your way to pick up that piece of trim so we can get it re cut. Reply from Client to myself: 2:52pm: Forgive me but I don't feel like I'm getting the full story because yesterday you said you were waiting on a trim pieceNow, as I understand it, the trim piece is at my house and has to be picked up and taken somewhere to be recut. Reply to client from myself, 2:pm: So we were waiting on your trim pieceHowever, I've now learned our manufacturer wants to see the old trim piece for comparisonSo Bruce is heading to you to pick up that trim piece and then to the manufacturer to get it re cutThat's my understandingOur jobs have many details and are fluidbruce is the one in the field scheduling, ordering and working directly with our manufacturerI'm the one who interfaces with our homeowners and gets them updates as questions arise. Reply from client to myself, 2:57: Ok so when it is going to be 100% complete? Satisfactorily complete, meaning those loose ends that haven't been addressed are fixed too? reply to client from myself; 3:pm: Bruce will be there in ten minutes but Dan is going to be installing that trimIt's supposed to rain this weekend so depending on the weather, it may be this weekend. Reply from client to self: 3:pm Ok can bruce wait for me to get there? Another text from Client to self: 3:pm: I'm almost homeI see bruce in my drivewayCan you have him wait? Another text from Client: 3:Spoke with BruceThanks for having him waitHe said they should finish on monday. Tues October 31: Text from client to myself, 2:16pm: Dan was out yesterday and said he would have it done by noon todayI have heard nothing and he hasn't been there yetCan I get an update or have him call me? at this point there are only minor adjustments left; one of them is cleaning off the brick. Text from myself to client 4:pm: Sure I'll check with himWe had a man crew call in sick today. Reply from client to self: 4:pm: Dan said he himself was going to be out to install itIt was dry all day and sunny this afternoonSupposed to rain the rest of weekI would have appreciated a call if we weren't going to do what we said we were going to do less than hours before. Reply from myself to client: 4:pm: I'm trying to explain to you we had a man crew call off todayHe's had to step in to make sure the roof was not open on their jobI just called him and he should be calling you shortly. Reply from client to self:4:27pm: I would have appreciated a call if we weren't going to do what we said we were going to do less than hours before. Reply from myself to client: 4:pm: How can we give you a hours notice when the crew called off this am? Reply from client to self: 4:pm: I'm not asking for a hour noticeI'm asking for a courtesy call without me having to wonder why you aren't hereAt am, when you discovered you were a crew shortNot after I wait all day and then end up texting youMy reference to less than hours before was the fact Dan was out here yesterday and told us he would be out today, less than hours ago. To get this attended to right away, I had Zach go to clients home and finish the remaining details. Client was happy with job and paid balance to Dan directly with no issuesIt appears they contacted you post Dan's collecting of their balance without broaching Dan about what they reported to you. I interface with all of our homeownersChallenging clients existWe try to handle them as best we canWe sometimes recognize from the onset when a client is going to be difficult and we try to preemptively do things in such a way as to minimize any issues we can projectBut it isn't always possible. And in our experience, we have had instances where a client invented issues in an effort to not pay balance or try to get a steep discount. One client did this for a living! Luckilly this is a rare instance. Please let me know you received this. Have a great New Year.Julie

Hi Revdex.comThanks for the follow upI'm not a "challenging client" to people that do what they say they are going to do when they say they are going to do itThe businesses statement on the matter selectively left out key information, like the fact they put on the contract that the job would be completed within a week of startingI signed the contract around June 2017, they didn't finish until November They have since completed the job to my satisfaction, however it took way too long to get it to that stateBecause of this experience, I go out of my way to not recommend this company to everyone I know. Maybe other people are naive to the fact they constantly mislead and lie to you, but I'm not and I hold people accountable for what I pay them to do. I'm not longer seeking money off the project since it has been finished, but I would like this negative experience officially recorded into The Metal Roof Co., and MrDan T***'s Revdex.com file.
Regards,
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Hi [redacted],In response to the recent Revdex.com Complaint from [redacted], I'd like tooffer that 1] the snow bar is now installed and 2] share with you thecorrespondence between myself and [redacted] to let you know the homeownerwas aware that Dan and I as owners, as well as our project manager would beaway...

for a short break but would install the snow bar upon return. [redacted]offered for us to enjoy the break and our correspondence on this issue wasrelaxed and friendly.The snow bar that relates to this specific complaint is a metal rodinstalled at the bottom of a roof, above the gutters, which will hold aheavy snow fall in place and allow for controlled snow melt into thegutters. It is an add on item and not an integral part of the roof. [redacted] hascalled me or texted me evenings or weekends and I have always beenresponsive and available to him. As with any other conversation with [redacted],it was casual and relaxed. He has other properties and in Februarycontacted me to ask for a roofing quote on his country property. He hadreceived an estimate from an Amish company and this was not a price wecould match. But in feb of this year, he was contacting us with potentialprojects for us.Our company works 7 days a week and will take a short one week break afterthe Home Show and before the busy season hits. All of our workers havefamilies and kids. We work the day before and after Thanksgiving, onChristmas eve, the day after Christmas, New Years Eve and the day after NYas well as all other bank holidays. While many roofing companies are slowin the winter, we are busy year round due to the popularity of metal andthat our prices are affordable. Dan and I choose to keep our overhead lowand I make myself reachable to our home owners via my cell 7 days a week,until 9pm.I was first alerted to the issue the end of Feb when [redacted] reached out to saythat he noticed in the contract on his rental property that it was to get asnow bar. I had just been called mid feb by [redacted] asking for the quote forhis country property. I spoke with [redacted] via phone the same day for 6 minuteswhere he explained he had forgotten about the snow bar and only noticed itwhen he was filing his original contract. It was an oversight and I assuredhim I'd get the snow bar ordered and we'd install it as we could. We wereright in the middle of the Home Show and only Dan and I work the booth forthose 10 days. He was fine with that.He then contacted me the first week in march to say he'd been patientlywaiting. I responded that Dan had ordered the snow bar and it was currentlyin his truck. He responded thanks, is this the same kind of snow bar youuse on most homes?my response via text was: Yes, it's the snow bar that we use consistently.It will go on when we have a crew to get over there to put it on. I'm justletting you know that Dan got it for you.[redacted]'s response via text: Ok Thanks. I'm interested in one for the garage onone side only. Can you figure up a price for me? Obviously all matchingblack.My response: Dan can.The third week of march [redacted] texted: Any word on this or should I let myattorney's take over?My response: [redacted], it's spring break and we have children we have been outof town. I passed on the message to our project manager to see if he canget this done before he takes his kids and family on spring break.[redacted]'s response: Ok. Let me know if you need the code to get in the gate.Enjoy your break!Our project manager was out from April 3rd to April 10th.April 7th [redacted] texted that he tried calling and that we had one week tofinish the snow bar. my attorneys already aware and they advised me tofirst work with u and advise you that I will also be contacting 6 on yourside attorney general and Revdex.com.This text caught us off guard as we had been in communication with [redacted]about the schedule of our family and our project manager breaks and he hadbeen fine. This property is a rental property and snow bar is not somethingthat impacts his roof functionally.I responded to [redacted] within minutes: [redacted], I told you we had spring breakfamily vacations and would take care of your snow bar. Our one main projectmanager is on his own family vacation this week and back Monday or tues.Dan has less experienced crew members who could install it but I'd ratherhave our project manager do it as he does snow bar all the time. You weresupposed to be contacted by our office manager Charles with that info. Wereyou? I have always been responsive to you. I appreciate you taking downyour review of us on google until we have our main guy install it. It wasmy plan to have him do it and he just wasn't able to before he left. We'vebeen working 7 days a week from 7am to nightfall. I'll make it his prioritynext week.[redacted]'s response: Nobody has contacted me. Not Dan or the other person.My response: [redacted], if that message was not relayed to you, then I'm verysorry and that will be addressed back at the office. However the samequestion stands. We would sincerely like to ask that you take down yournegative review as you are on the schedule on our work board [and havebeen] to install your snow bar.[redacted]'s reply: Once done.Dan's reply: We will be coming out this week.[redacted]: They can use my ladder to get from yard to yard. It is in the largegarage, which you have the password for opening.On the following tues, I asked [redacted] to pause his google review until we wereback home. "I'm going to ask you to take down your review. your snow barwas ordered after you contacted me. We are doing all the modern condos inthe short north and about 25 residential projects. Our company is just Danand I. We don't advertise and are a true mom and pop family business. Wedon't have salespeople and outside our metal specialist crews, we only haveone employee. Our google reviews are the only way we are seen. Take down orpause your review and if you aren't happy after we install the snow barthen write another one. Bad reviews hurt a small company and that is notnecessary. You've called me on the weekends and evenings and I have alwaysmade myself available. This is start of the busy season for all roofingcompanies and most are slammed trying to complete projects around rainyweather. We have been doing the same. Your snow bar is scheduled to installand it was my preference that we have our best/most experienced guy for youto do that.My last message was that his snow bar was complete and to please take hisnegative review down.[redacted] has not responded. As we've continually said, [redacted]'s snow bar on hisrental property would be installed by our project manager as soon as hereturned from his break. He returned evening of the 10th and installed thesnow bar morning of the 11th.In his google review [redacted] states that a gutter company we sub contracted todo his gutters broke an outdoor glass patio table. The minute I learned ofthe broken table I went out and replaced it with a new one from lowes. Thatwas around July 4th and the exact time fireworks were being held in GermanVillage. It took me an hour to get through the traffic but the patio tablewas personally hand delivered by me to his tenant the same day I learned ofthe broken item. [redacted] was appreciative of this.I am sorry this issue landed in your complaint box. I felt I had adequatelycommunicated with [redacted] and throughout the exchanges he gave no indication ofurgency--including asking us to install additional snow bar on his garage--until we were out of town.Kindly let me know you've received this email and it is suitable in termsof addressing the issue on your end.warmth, julie