The Sullivan Company

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Then let’s take a closer look at the work that “was done well and to industry standards” by this “upstanding company” the project started Sep 2015, and the leak happened right after they finished the work on the bedroom’s roofHere is the email on Oct 1, that proves itYou might find me a bit frustrated in the emailThat’s because I called their office about the leak and just to be told that they couldn’t send anybody over, and there was storm coming in the weekend! “Hello [redacted] and ***, I just texted [redacted] a message asking for somebody over today to fix the roof before the storm this weekendI repeat it here in email againBasically here is what I'm thinking: I have ice dam problem on the roof but never leaking problem in the rainThat's why I can wait until now to fix itWith yesterday's rain the water already washed part of the ceiling off, and we have other raining on tomorrow Friday, the day after tomorrow Saturday and next Monday and Tuesday waiting for usI REALLY REALLY don't know what'll happen with so many rains and what damage it'll cause to the roof and ceilingHere is the weather report: [redacted] I think there should be NO other MORE IMPORTANT work than fixing your work problem that could potentially cause severe damage to customer's propertyWith so many days of raining ahead I'm really worrying about the roof, ceiling, and the things inside that bedroomPLEASE, send somebody over to fix it todaythank you!” It’s after this incident that Mr [redacted] extended their originally year warranty to yearsHere is the emails regarding this.“ [redacted] to [redacted] (I don’t know who “ [redacted] ” is, but this is an email Mr [redacted] used- [redacted] ) Hello, Can you remind me how long the work warranty will last? given the leak happened last week I'm concerned about quality of the work nowthanks,- [redacted] [redacted] 10/9/ to [redacted] Hi ***, Thanks for the message the other day telling me the warranty is yearsI'm just wondering if we should write it down somewhere because I couldn't find it in current proposal Thanks!“ They did come back trying to fix it just to make it even worseOn May 1, I wrote an email suggest shower the roof to find out the leak: “ [redacted] to [redacted] , [redacted] Hello, The leak got worse from the last repairWe can tell this from the water mark it left on the window sills and on the floor when it rains Can we shower the roof to find out the leak? I'm worried about the rain/storms coming in the summerthanks,- [redacted] ” The [redacted] replied to: “ [redacted] 5/1/ to TSC, me, [redacted] Hi [redacted] , The areas we have worked on are tight My last conversation with [redacted] is that you really need to consider a new roof I will ask my roofer if he can come and take a look at this for you and give you a second opinion Thanks ***” Here came the rooferAs you can see Mr [redacted] mentioned “my roofer”, and I thought it’s another department of his company and didn’t know he wants me to pay for the bill until he sent me the bill months laterHow could I know that? Aren’t they supposed to fix their work problem? I have email communications to prove thisActually I emailed, texted and called Mr [redacted] multiple times asking him to explain why I should pay the billHe never explained that to meThe roofer did fix part of the problemThey put a flashing at the bottom of the valley where Sullivan Company had worked on and it helped! It stopped the water from pouring in through the windowThis is another thing that proves the leak is caused by the unprofessional work of the Sullivan company and can be fixedthe roofer came try to fix the problem caused by Sullivan company’s workThey didn’t tell me that I need a new roofI heard this only from Mr [redacted] I already spent over $on their work, do I have to spend another $for them fix their unprofessional work? NO! Their bad work quality not only showed up in the roof repair but also at interior work as wellOn Oct 13, they tried to put plaster on the ceiling of the kitchen area and the bedroom and it fell off of the ceiling in both places a little while laterHere is one email on Oct 13, 2015: “ [redacted] 10/13/ to [redacted] Hi ***,The guy (sorry, forgot his name, he came the other day to put on the dry wall on the ceiling) came in this morning to put on another coat on the ceilingHe left about minutes agoThen I found the coat fell off of the ceiling alreadysee the attached pictures.thanks, [redacted] ” After Sullivan company stopped coming to help I asked another roofer for a second opinionHe spotted several places on the roof that showed the unprofessionalism of Sullivan companyHe told me he can fix those problemsThat’s why I filed this complaint Mr [redacted] said in his response “We went back and performed additional work at no additional cost on several occasions both inside and out.” not sure about thisMaybe he means he sent somebody over to clean the mess on my floors and refix the plaster on the ceilings Mr [redacted] , stop attacking! I could also say that you set this up to first get my $by doing unprofessional work, and then force me to spend another $just pay you to fix it! But I didn’tLet’s talk about facts !!! Regards, [redacted] ***

The client requested the services We performed the services over two different days due to weather She corresponded with us about the dates Somehow we forgot to invoice her until recently when we were doing an internal audit and caught it The invoice explained that The client says she doesn't know who were are We provided her copies of the emails back and forth between her and our office manager She then complained to Revdex.com where we have been an A+ rated firm for about years.I have attached a screen shot from our management system that shows the hours logged in directly by our staff on site The red dot on one of them shows that the gps tracking was enable on the tablet and we can show [redacted] exact address as well.I have copied my office manager as well and he will reach out to Revdex.com tomorrow and provide copies or their email exchanges for you as further evidence that this work was done.We invoiced her for a lesser amount than our rates as well Our rate at the time the service was provided was $ for the first hour and $ per hour after that We bill in whole hours Her bill should have been $ but I eliminated the higher first hour charge and rounded the hours down as a courtesy because the weather was rough and we wanted to be fair

This will be my third response to this same complaint.  The last one was submitted twice and does not seem to show up.  My original response still accurately portrays the chain of events and doesn't really require any additional information at this time.  The work quoted was done....

 It was done well and to industry standards.  The client has an older roof that is truly in need of replacement.   We have done the work quoted and tried out best to resolve the problem for him.  It is not even clear where the leak is now coming from.  We had several different teams members as well as an independent roofer look at the issue for him.  The roofer offered to do a full leak test for him to see if they could reproduce the leak and find the source.  They did the leak test by hosing the roof with a lot of water in the areas we worked on and even other areas and could not produce a leak.  They then sealed a few other minor spots that they thought could possibly contribute to a leak under certain conditions.  They presented an invoice for that work and the client refused to pay for it.   They also suggested that he really needs to replace the roof.  He asked for a quote to do that.  We submitted the quote and he did not reply.After some time he experienced a leak again.  We went back for him again and could still not find where the leak is coming from.  The overall roof is just old and band aid approaches will no longer work.   We did our best to help this client.  We went back and performed additional work at no additional cost on several occasions both inside and out.  The client knows he needs a new roof and is unfortunately attempting to use Revdex.com and other websites to shame an upstanding company into essentially giving him a free roof.  The next communication on this matter will have to come from our legal counsel as our position now is that he is damaging our 28 year stellar reputation for quality work and satisfied clients.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
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Here is the email on Oct 1, 2015 that proves it. You might find me a bit frustrated in the email. That’s because I called their office about the leak and just to be told that they couldn’t send anybody over, and there was storm coming in the weekend! “Hello [redacted] and [redacted], I just texted [redacted] a message asking for somebody over today to fix the roof before the storm this weekend. I repeat it here in email again. Basically here is what I'm thinking: I have ice dam problem on the roof but never leaking problem in the rain. That's why I can wait until now to fix it. With yesterday's rain the water already washed part of the ceiling off, and we have other raining on tomorrow Friday, the day after tomorrow Saturday and next Monday and Tuesday waiting for us. I REALLY REALLY don't know what'll happen with so many rains and what damage it'll cause to the roof and ceiling. Here is the weather report: [redacted] I think there should be NO other MORE IMPORTANT work than fixing your work problem that could potentially cause severe damage to customer's property. With so many days of raining ahead I'm really worrying about the roof, ceiling, and the things inside that bedroom. PLEASE, send somebody over to fix it today. thank you!” 2. It’s after this incident that Mr. [redacted] extended their originally 1 year warranty to 2 years. Here is the emails regarding this.“[redacted] <[redacted].[redacted]@gmail.com>         to [redacted] (I don’t know who “[redacted]” is, but this is an email Mr. [redacted] used. -[redacted])  Hello, Can you remind me how long the work warranty will last? given the leak happened last week I'm concerned about quality of the work now. thanks,-[redacted]   [redacted] <[redacted].[redacted]@gmail.com> 10/9/15     to [redacted]  Hi [redacted], Thanks for the message the other day telling me the warranty is 2 years. I'm just wondering if we should write it down somewhere because I couldn't find it in current proposal.  Thanks!“ 3. They did come back trying to fix it just to make it even worse. On May 1, 2016 I wrote an email suggest shower the roof to find out the leak: “[redacted] <[redacted].[redacted]@gmail.com>         to [redacted]  Hello, The leak got worse from the last repair. We can tell this from the water mark it left on the window sills and on the floor when it rains.  Can we shower the roof to find out the leak? I'm worried about the rain/storms coming in the summer. thanks,-[redacted]” The [redacted] replied to: “ [redacted] <[redacted][email protected]> 5/1/16     to TSC, me, [redacted]  Hi [redacted], The areas we have worked on are tight.  My last conversation with [redacted] is that you really need to consider a new roof.   I will ask my roofer if he can come and take a look at this for you and give you a second opinion.  Thanks [redacted]” Here came the roofer. As you can see Mr. [redacted] mentioned “my roofer”, and I thought it’s another department of his company and didn’t know he wants me to pay for the bill until he sent me the bill months later. How could I know that? Aren’t they supposed to fix their work problem? I have email communications to prove this. Actually I emailed, texted and called Mr. [redacted] multiple times asking him to explain why I should pay the bill. He never explained that to me. 4. The roofer did fix part of the problem. They put a flashing at the bottom of the valley where Sullivan Company had worked on and it helped! It stopped the water from pouring in through the window. This is another thing that proves the leak is caused by the unprofessional work of the Sullivan company and can be fixed. 5. the roofer came try to fix the problem caused by Sullivan company’s work. They didn’t tell me that I need a new roof. I heard this only from Mr. [redacted]. I already spent over $12000 on their work, do I have to spend another $20000 for them fix their unprofessional work? NO! 6. Their bad work quality not only showed up in the roof repair but also at interior work as well. On Oct 13, 2015 they tried to put plaster on the ceiling of the kitchen area and the bedroom and it fell off of the ceiling in both places a little while later. Here is one email on Oct 13, 2015: “ [redacted] <[redacted].[redacted]@gmail.com> 10/13/15     to [redacted]  Hi [redacted],The guy (sorry, forgot his name, he came the other day to put on the dry wall on the ceiling) came in this morning to put on another coat on the ceiling. He left about 15 minutes ago. Then I found the coat fell off of the ceiling already. see the attached pictures.thanks, [redacted]” 7. After Sullivan company stopped coming to help I asked another roofer for a second opinion. He spotted several places on the roof that showed the unprofessionalism of Sullivan company. He told me he can fix those problems. That’s why I filed this complaint.  8. Mr. [redacted] said in his response “We went back and performed additional work at no additional cost on several occasions both inside and out.” not sure about this. Maybe he means he sent somebody over to clean the mess on my floors and refix the plaster on the ceilings.  9. Mr. [redacted], stop attacking! I could also say that you set this up to first get my $12000 by doing unprofessional work, and then force me to spend another $20000 just pay you to fix it! But I didn’t. Let’s talk about facts !!!        Regards,
[redacted]

The client requested the services.  We performed the services over two different days due to weather.   She corresponded with us about the dates.  Somehow we forgot to invoice her until recently when we were doing an internal audit and caught it.  The invoice explained...

that.  The client says she doesn't know who were are.  We provided her copies of the emails back and forth between her and our office manager.  She then complained to Revdex.com where we have been an A+ rated firm for about 30 years.I have attached a screen shot from our management system that shows the hours logged in directly by our staff on site.  The red dot on one of them shows that the gps tracking was enable on the tablet and we can show [redacted] exact address as well.I have copied my office manager as well and he will reach out to Revdex.com tomorrow and provide copies or their email exchanges for you as further evidence that this work was done.We invoiced her for a lesser amount than our normal rates as well.  Our normal rate at the time the service was provided was $ 125 for the first hour and $ 80 per hour after that.  We bill in whole hours..  Her bill should have been $ 585 but I eliminated the higher first hour charge and rounded the hours down as a courtesy because the weather was rough and we wanted to be fair.