The Roof Guys Renovations

I called the roof guy two weeks ago for a leak I had been putting off before the big storm that had recently hitHe gadly fixed my room for a low and healthy costHe proceeded to inform me that my room was well over due for a new roof and that I might find many more leaks after the big stormAs myself being hard headed I didn't listen and thought to myself that my roof will be fine but if it's bad enough I'll have him come backAfter the storm my roof leaked in new places but the place he fixed was dry! I called the roof guy and told him I was ready for a new roof and should've listened to him before and gotten it before the stormHe put a beautiful black colored shingle on my roof and did a fantastic job! They finished in one day! I am going to recommend him to every one of my friends nowHe is not only great at what he does but he is also honest which is exactly what you want to look for when you are doing business with a companyI had such a great experience with him I wish they ran a business in everything!

My response reads as followed we were called to [redacted] *** in January of for a free estimate for a leak on his porchWe did not install this roof it was installed approximately years prior by another roofing company the customer stated that that company would not return his callsThe customer was informed that it is sometimes difficult to find a specific leak and that we did not install his roof but we would do our best to find the problem.the customer asked "You do not need to get in my attic do you it's kind of difficult to get to the area where the leak is" We replied we do not normally have to go in the attic most leaks are easily found from the roofUpon getting on his roof for the free estimate we found several areas which could have contributed to causing the leak we also found that all of his pipe collars were leaking and needed attention along with several nail holes from where the tow boards were installed on the installation of the roof approximately years prior by another roofing companyThe customer was informed of everything that we found at that timeWe also pulled off two pieces of siding from the middle dormer above the leak and found that there was not enough flashing at the bottom of the dormer, we found water damage.we showed the customer the water damage caused by thisHe agreed that all these issues we found needed attention and at the water damaged was more was more than likely the problem causing the leak on his porch.This area is right above the leakThe customer then authorized us to do the repaires as stated in contract ***.Contract reads as followed install pipe collar repair kits, install flashing under window of middle dormer install two pieces of step flashing to right side of dormer near fascia board, caulk all nail holes from toe boards that were missedThe customer was informed that our recommendation is that this is where we would start and we were almost certain we found his lake but again that sometimes we miss things and to call us if it leaks againThe customer was also told that we did not install his roof and we were not guarantee someone else's roof we only guarantee or labor on our work we do not guarantee the whole roof the customer authorised us to do these repairsOn / / we sent to employees to do the agreed repairsThese repairs required setting up safety equipment then climbing down on a very steep roof to install the pipe collar kits, and seal the numerous nail holes left by the company that installed his roof approximately years priorThe flashing work done on the dormer was on the side of the roof that wasn't as steep and was walkable the not requiring the safety measures of the other repairsAll of the repair stated in the contract were made on 1/13/the customer was satisfied and paid us the $completing the agreement as stated in contract #*** we received a call from the customer that the roof was still leaking so we responded at that timeWe remove the siding from the same dormer installed tubes moisture barrier to the entire wall at no additional chargeCustomer was informed at that time but there was no *** moisture barrier on his entire house After the next heavy rain we received a call that the porch was still leakingWe responded again, asking if we could get into the attic at this point we were told that his wife would be home to come before 10:a.m we arrived at around 8:a.mTo find no one home, we got on the roof for the third time once again we inspected the roof and found more holes in the shingles in different places above the dormer and sealed them at no additional charge after the next heavy rainfall the customer called once again stating that the porch was still leaking so we responded once again when we got on the roof for the 4th time we found new problems shingles coming off sliding down in a way that could cause even more leaks we also found a soft spot in the plywood that was bad enough that if you stepped on it you would have fallen through his roof.we called the customer at that point informed him on the new issues we found and he stated he was not concerned with those areas.We told him we were not trying to sell him any more work we were just informing him and that we had exhausted all our efforts at trying to fix another company's poor workmanshipCustomer responded "So you are throwing up your hands up?" We responded yes we are we apologize but we have done all we could do, short of replacing his roof then we suggested he may want to look into getting a new roofAt that point the customer requested a refund for the work done on a dormerThe work required on the dormer was the least of the work performed we sent a check out immediately along with an invoice referencing the original contract number and a breakdown of the charges for all the repairswhen the customer receive the check in the mail he immediately filed a complaint with the Revdex.com then he placed a call to us and asked us to give him a callThat evening of 8/18/approximately 6:p.mWe returned his call, he was very upset stating that he was not satisfied with the amount he received in the refund, and if we did not refund him the amount he was now suggested being $ that he would slander our company by every means possible until we paidHe was then asked if he would like to speak to the owner? The customer declinedThe next morning I the owner received a complaint from the Revdex.com a few hours later I received a call from the customerAt that time I informed him of the services that we provided and all the risk involved and even on the amount of attempts we responded every time he had calledI also told him that I did not appreciate the fact that he filed a complaint without even talking to meAt that time I informed him that the refund he received was fair and that our conversation was overI would be responding to him only through the Revdex.com from here on out and the conversation was ended

My response reads as followed we were called to [redacted] in January of 2014 for a free estimate for a leak on his porch. We did not install this roof it was installed...

approximately 13 years prior by another roofing company the customer stated that that company would not return his calls. The customer was informed that it is sometimes difficult to find a specific leak and that we did not install his roof but we would do our best to find the problem.the customer asked "You do not need to get in my attic do you it's kind of difficult to get to the area where the leak is" We replied we do not normally have to go in the attic most leaks are easily found from the roof. Upon getting on his roof for the free estimate we found several areas which could have contributed to causing the leak we also found that all 6 of his pipe collars were leaking and needed attention along with several nail holes from where the tow boards were installed on the installation of the roof approximately 13 years prior by another roofing company. The customer was informed of everything that we found at that time. We also pulled off two pieces of siding from the middle dormer above the leak and found that there was not enough flashing at the bottom of the dormer, we found water damage.we showed the customer the water damage caused by this. He agreed that all these issues we found needed attention and at the water damaged was more was more than likely the problem causing the leak on his porch.This area is right above the leak. The customer then authorized us to do the repaires as stated in contract [redacted].Contract reads as followed install 6 pipe collar repair kits, install flashing under window of middle dormer install two pieces of step flashing to right side of dormer near fascia board, caulk all nail holes from toe boards that were missed. The customer was informed that our recommendation is that this is where we would start and we were almost certain we found his lake but again that sometimes we miss things and to call us if it leaks again. The customer was also told that we did not install his roof and we were not guarantee someone else's roof we only guarantee or labor on our work we do not guarantee the whole roof the customer authorised us to do these repairs. On 1 / 13 / 2014 we sent to employees to do the agreed repairs. These repairs required setting up safety equipment then climbing down on a very steep roof to install the 6 pipe collar kits, and seal the numerous nail holes left by the company that installed his roof approximately 13 years prior. The flashing work done on the dormer was on the side of the roof that wasn't as steep and was walkable the not requiring the safety measures of the other repairs. All of the repair stated in the contract were made on 1/13/2014 the customer was satisfied and paid us the $525.00 completing the agreement as stated in contract #[redacted].
we received a call from the customer that the roof was still leaking so we responded at that time. We remove the siding from the same dormer installed tubes moisture barrier to the entire wall at no additional charge. Customer was informed at that time but there was no [redacted] moisture barrier on his entire house.
  After the next heavy rain we received a call that the porch was still leaking. We responded again, asking if we could get into the attic at this point we were told that his wife would be home to come before 10:00 a.m we arrived at around 8:30 a.m. To find no one home, we got on the roof for the third time once again we inspected the roof and found 9 more holes in the shingles in different places above the dormer and sealed them at no additional charge.
  after the next heavy rainfall the customer called once again stating that the porch was still leaking so we responded once again when we got on the roof for the 4th time we found new problems shingles coming off sliding down in a way that could cause even more leaks we also found a soft spot in the plywood that was bad enough that if you stepped on it you would have fallen through his roof.we called the customer at that point informed him on the new issues we found and he stated he was not concerned with those areas.We told him we were not trying to sell him any more work we were just informing him and that we had exhausted all our efforts at trying to fix another company's poor workmanship. Customer responded "So you are throwing up your hands up?" We responded yes we are we apologize but we have done all we could do, short of replacing his roof then we suggested he may want to look into getting a new roof. At that point the customer requested a refund for the work done on a dormer. The work required on the dormer was the least of the work performed we sent a check out immediately along with an invoice referencing the original contract number and a breakdown of the charges for all the repairs. when the customer receive the check in the mail he immediately filed a complaint with the Revdex.com then he placed a call to us and asked us to give him a call. That evening of 8/18/2014 approximately 6:55 p.m. We returned his call, he was very upset stating that he was not satisfied with the amount he received in the refund, and if we did not refund him the amount he was now suggested being $450.00  that he would slander our company by every means possible until we paid. He was then asked if he would like to speak to the owner?  The customer declined. The next morning I the owner received a complaint from the Revdex.com a few hours later I received a call from the customer. At that time I informed him of the services that we provided and all the risk involved and even on the amount of attempts we responded every time he had called. I also told him that I did not appreciate the fact that he filed a complaint without even talking to me. At that time I informed him that the refund he received was fair and that our conversation was over. I would be responding to him only through the Revdex.com from here on out and the conversation was ended.

Revdex.com:
I have reviewed the offer 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.
I reject the business' offer on the basis that their rebuttal is not as accurate as it could, and they haven't made an offer, just their account of what has transpired.
1- "customer stated that that company would not return his calls"
That was never said. I bought the house 18 months ago. I have never contacted the previous owner and have no idea who installed the roof, or built the house.
2-"You do not need to get in my attic"
That was never said by me. In fact, I asked [redacted] several times if he needed to get into the attic. I told home my wife was home most days until 12:30 and if he came while she was there, he could gain access. [redacted] assured me that as a roofer, he had no need to go into the attic, he could tell from the outside where the leak was.
3- "authorized us to so the repairs as stated in contract [redacted]"
[redacted] is a receipt, not a contract. That is obvious since it is written in the past tense. A contract is written before, not after work is done.
4-"setting up safety equipment then climbing down on a very steep roof"
My wife, [redacted], was home the day they did the work; she never saw a safety harness. She was in the yard throwing a ball for the dog during the repairs. [redacted] works at an arborist supply company, and is well versed in climbing gear, safety harness and such. 
5- "1/13/2014 the customer was satisfied and paid us the $525.00 completing the agreement as stated in contract #[redacted]'
[redacted] was paid by my wife the day he first did the work, 1/13/2014. We were satisfied, it wasn't leaking when they left. It wasn't raining either. Again, contract [redacted] was a receipt, written in past tense after the work was done. Not a contract.
6- "To find no one home"
[redacted] never called to say what day he was coming, he just showed up when he could. I know when my wife works and her schedule. She typically works from 1-6pm. I don't know exactly what day that was and what she was doing, but a call before had would have been appropriate.
7- "he stated he was not concerned with those areas"
That is not true. We needed to resolve all the concerns. The additional areas need to be fixed also, but we could not get past step one, the leak I called about. How could I move to two or three before we finished one?
8- "the work on the dormer was the least of the work"
Not as accurate as it could be. The dormer is what I called about. That was my main concern. That was what the original estimate was about. Nobody can make the case that a roof contractor would come to a home, climb the roof, and do anything for $75. [redacted] was called about the dormer leak. The pipe collars and nail holes were ancillary to the original/ main concern. While [redacted] was on the roof he noticed the collars and nail hole, and said that for "a little more" he would take care of them.
This is a "he said/she said" case now. We can talk about "who said what when" ad infinitum. That is not the issue.
At the end of the day, I pointed to a specific place in my roof that was leaking, I asked [redacted] if he could fix it , he promised or guaranteed he could, he tried to fix it, I (my wife) paid him, and the roof still leaks in the exact same spot as before [redacted] came and I paid him $525.
Now in addition to the leak that I have to pay somebody else to fix again, I have more roof deck damage from the water leaking since 01/13/2014. I will incur additional costs because the roof has been leaking for 7 additional months. I am not asking for any compensation for that at this time. I just don't feel as though I should pay for something that wasn't fixed. 
Regards,
[redacted]

My response reads as followed we were called to [redacted] in January of 2014 for a free estimate for a leak on his porch. We did not install this roof it was installed approximately 13 years prior by another roofing company the customer stated that that company would not return his...

calls. The customer was informed that it is sometimes difficult to find a specific leak and that we did not install his roof but we would do our best to find the problem.the customer asked "You do not need to get in my attic do you it's kind of difficult to get to the area where the leak is" We replied we do not normally have to go in the attic most leaks are easily found from the roof. Upon getting on his roof for the free estimate we found several areas which could have contributed to causing the leak we also found that all 6 of his pipe collars were leaking and needed attention along with several nail holes from where the tow boards were installed on the installation of the roof approximately 13 years prior by another roofing company. The customer was informed of everything that we found at that time. We also pulled off two pieces of siding from the middle dormer above the leak and found that there was not enough flashing at the bottom of the dormer, we found water damage.we showed the customer the water damage caused by this. He agreed that all these issues we found needed attention and at the water damaged was more was more than likely the problem causing the leak on his porch.This area is right above the leak. The customer then authorized us to do the repaires as stated in contract [redacted].Contract reads as followed install 6 pipe collar repair kits, install flashing under window of middle dormer install two pieces of step flashing to right side of dormer near fascia board, caulk all nail holes from toe boards that were missed. The customer was informed that our recommendation is that this is where we would start and we were almost certain we found his lake but again that sometimes we miss things and to call us if it leaks again. The customer was also told that we did not install his roof and we were not guarantee someone else's roof we only guarantee or labor on our work we do not guarantee the whole roof the customer authorised us to do these repairs. On 1 / 13 / 2014 we sent to employees to do the agreed repairs. These repairs required setting up safety equipment then climbing down on a very steep roof to install the 6 pipe collar kits, and seal the numerous nail holes left by the company that installed his roof approximately 13 years prior. The flashing work done on the dormer was on the side of the roof that wasn't as steep and was walkable the not requiring the safety measures of the other repairs. All of the repair stated in the contract were made on 1/13/2014 the customer was satisfied and paid us the $525.00 completing the agreement as stated in contract #[redacted].
we received a call from the customer that the roof was still leaking so we responded at that time. We remove the siding from the same dormer installed tubes moisture barrier to the entire wall at no additional charge. Customer was informed at that time but there was no [redacted] moisture barrier on his entire house.
  After the next heavy rain we received a call that the porch was still leaking. We responded again, asking if we could get into the attic at this point we were told that his wife would be home to come before 10:00 a.m we arrived at around 8:30 a.m. To find no one home, we got on the roof for the third time once again we inspected the roof and found 9 more holes in the shingles in different places above the dormer and sealed them at no additional charge.
  after the next heavy rainfall the customer called once again stating that the porch was still leaking so we responded once again when we got on the roof for the 4th time we found new problems shingles coming off sliding down in a way that could cause even more leaks we also found a soft spot in the plywood that was bad enough that if you stepped on it you would have fallen through his roof.we called the customer at that point informed him on the new issues we found and he stated he was not concerned with those areas.We told him we were not trying to sell him any more work we were just informing him and that we had exhausted all our efforts at trying to fix another company's poor workmanship. Customer responded "So you are throwing up your hands up?" We responded yes we are we apologize but we have done all we could do, short of replacing his roof then we suggested he may want to look into getting a new roof. At that point the customer requested a refund for the work done on a dormer. The work required on the dormer was the least of the work performed we sent a check out immediately along with an invoice referencing the original contract number and a breakdown of the charges for all the repairs. when the customer receive the check in the mail he immediately filed a complaint with the Revdex.com then he placed a call to us and asked us to give him a call. That evening of 8/18/2014 approximately 6:55 p.m. We returned his call, he was very upset stating that he was not satisfied with the amount he received in the refund, and if we did not refund him the amount he was now suggested being $450.00  that he would slander our company by every means possible until we paid. He was then asked if he would like to speak to the owner?  The customer declined. The next morning I the owner received a complaint from the Revdex.com a few hours later I received a call from the customer. At that time I informed him of the services that we provided and all the risk involved and even on the amount of attempts we responded every time he had called. I also told him that I did not appreciate the fact that he filed a complaint without even talking to me. At that time I informed him that the refund he received was fair and that our conversation was over. I would be responding to him only through the Revdex.com from here on out and the conversation was ended.

Used the Roof Guys from Fredericksburg, Va two times. Both times they showed up promptly as I do live in another county. The repairs were both leaky roof related. They were courtious and didn't leave any mess. The first repair worked. The second repair was just done so I will have to see if it worked when we get the next heavy rain. I would use company again and have no complaints.

Review: I contacted [redacted] about a leaking roof in the beginning of 2014. [redacted] came to [redacted] (my home) to look at the roof and give me a quote on the repairs. There was a leaking dormer. While [redacted] was repairing my leak, he noticed that the pipe collars needed replaced also. He told me that for a small additional charge, since he was there anyway, he would take care of it. I agreed. I asked [redacted] if he want to go in the attic to look at where the water was coming in, he declined. I don’t remember if he said “promise or guarantee”, but he said that he would fix the leak for sure.

After several attempts, the roof still leaks in the same spot. After a conversation last week, [redacted] agreed that he couldn’t fix the leak and would refund me.

The refund came, with an invoice. The invoice was just created last week, 8/12/14. He has in my opinion, changed the breakdown of costs. The leaking dormer is only $75 of a $525 repair. That is contradictory to how the whole job went. The leaking dormer was the most important part, the part I called about. Not the “add on”, that was the vent collars. It doesn’t make sense that the part that was why I called is such a small line item on the invoice.

At the end of the day, I paid [redacted] to fix a leak, and it is still leaking. The leak never stopped.Desired Settlement: Refund or the leak fixed.

Business

Response:

My response reads as followed we were called to [redacted] in January of 2014 for a free estimate for a leak on his porch. We did not install this roof it was installed approximately 13 years prior by another roofing company the customer stated that that company would not return his calls. The customer was informed that it is sometimes difficult to find a specific leak and that we did not install his roof but we would do our best to find the problem.the customer asked "You do not need to get in my attic do you it's kind of difficult to get to the area where the leak is" We replied we do not normally have to go in the attic most leaks are easily found from the roof. Upon getting on his roof for the free estimate we found several areas which could have contributed to causing the leak we also found that all 6 of his pipe collars were leaking and needed attention along with several nail holes from where the tow boards were installed on the installation of the roof approximately 13 years prior by another roofing company. The customer was informed of everything that we found at that time. We also pulled off two pieces of siding from the middle dormer above the leak and found that there was not enough flashing at the bottom of the dormer, we found water damage.we showed the customer the water damage caused by this. He agreed that all these issues we found needed attention and at the water damaged was more was more than likely the problem causing the leak on his porch.This area is right above the leak. The customer then authorized us to do the repaires as stated in contract [redacted].Contract reads as followed install 6 pipe collar repair kits, install flashing under window of middle dormer install two pieces of step flashing to right side of dormer near fascia board, caulk all nail holes from toe boards that were missed. The customer was informed that our recommendation is that this is where we would start and we were almost certain we found his lake but again that sometimes we miss things and to call us if it leaks again. The customer was also told that we did not install his roof and we were not guarantee someone else's roof we only guarantee or labor on our work we do not guarantee the whole roof the customer authorised us to do these repairs. On 1 / 13 / 2014 we sent to employees to do the agreed repairs. These repairs required setting up safety equipment then climbing down on a very steep roof to install the 6 pipe collar kits, and seal the numerous nail holes left by the company that installed his roof approximately 13 years prior. The flashing work done on the dormer was on the side of the roof that wasn't as steep and was walkable the not requiring the safety measures of the other repairs. All of the repair stated in the contract were made on 1/13/2014 the customer was satisfied and paid us the $525.00 completing the agreement as stated in contract #[redacted].

Used the Roof Guys from Fredericksburg, Va two times. Both times they showed up promptly as I do live in another county. The repairs were both leaky roof related. They were courtious and didn't leave any mess. The first repair worked. The second repair was just done so I will have to see if it worked when we get the next heavy rain. I would use company again and have no complaints.

I called the roof guy two weeks ago for a leak I had been putting off before the big storm that had recently hit. He gadly fixed my room for a low and healthy cost. He proceeded to inform me that my room was well over due for a new roof and that I might find many more leaks after the big storm. As myself being hard headed I didn't listen and thought to myself that my roof will be fine but if it's bad enough I'll have him come back. After the storm my roof leaked in 3 new places but the place he fixed was dry! I called the roof guy and told him I was ready for a new roof and should've listened to him before and gotten it before the storm. He put a beautiful black colored shingle on my roof and did a fantastic job! They finished in one day! I am going to recommend him to every one of my friends now. He is not only great at what he does but he is also honest which is exactly what you want to look for when you are doing business with a company. I had such a great experience with him I wish they ran a business in everything!