Let's take this apart issue by issue.We choose Doyle Roof Masters after long consideration between 3 companies. They came out and replaced our roof June 2014, with no issues. Then a year later May 2015 there was lots of rain and we developed a leak in our son's bedroom that was never an issue...
before the initial replacement. We called Doyle and they sent workers out and he said the patch was fixed. Two months later more rain and we have the leak in the same area (our son bedroom at the light fixture). Called Doyle again and told them leak was not fixed in May. We were told it is probably due to the roof settling and the warranty does not cover that. They sent workers out again after being extremely rude and the workers told us they missed a staple and it was their error on the initial replacement, and proceeded to fix the roof again. Then a few weeks later we receive an invoice for $325 for their error on the initial roof replacement. We called Doyle once again and was told by the owners that is not covered under their warranty. If we would of known about the way they treat customers and how terrible their warranty was we would have never chosen Doyle Roof Masters for such an important aspect to our home. We will not recommend them to anyone looking for a roofer. Terrible customer service and loop holes in warranties to where they are not liable for anything."We were told it is probably due to the roof settling and the warranty does not cover that. "What he was told was that occasionally the original fasteners can work up thru the material. This is in the contract and warranty. He was told we would send a crew out and see what the problem was and go forward accordingly. "They sent workers out again after being extremely rude and the workers told us they missed a staple and it was their error on the initial replacement, and proceeded to fix the roof again."No one, ever, was rude to the man.He was shown by the foreman the rusty staple (we don't use staples) that had worked up through the material. He was never told, nor would he be told, that material or fasteners which were not installed by us would be covered. There is no way to forecast when a roof will do this. That is why for decades we have put this caveat in our paperwork. We have no control over if or when it might happen. "Then a few weeks later we receive an invoice for $325 for their error on the initial roof replacement."We charged him a very reasonable amount for the work we did. Less than actual time and material. And again, it was not an error on our part. To reiterate, there is no feasible way to determine if or when the original fasteners will be a problem going forward. We are being asked to warrant the future stability of a structure we did not build. There are no companies which will offer any warranty like this. Jim D[redacted]President Doyle Roof Masters Inc.
I have received a full refund from Doyle Roof Masters. Thank youRevdex.com for your assistance with this matter. I amsatisfied with the resolution of the problem and very appreciative ofyour help. Thank you.[redacted]
Tell us why here...As a general rule, when estimating a repair, we always begin with the most simple and obvious potential issues first. We do not like to over charge, do extensive expensive repairs or do complete replacements unless absolutely necessary. More extensive repairs are sometimes needed...
and some roofs will need to be completely replaced in order to stop leaks. Tar and gravel roofs can be the most difficult to trouble shoot as there are many hundreds of square feet that are usually not visible due to the gravel coverage. We outlined a very limited and minor repair to address the exposed areas in the leak area. The estimate was given in detail and in writing. There was no warranty implied and that was also in writing. The bid was accepted with all of the terms as specified excluding any warranty. It's regrettable that any of it was unclear. "Fraudulent" is a strong word being that everything was in writing from the day the estimate was given.We do not subcontract employees. The repairmen that came out were in a company vehicle with signs on the truck doors and they were in uniform. They had a written workorder that was the same description that was given to the customer. We often take pictures of completed work so that the customer can see what was completed.We do accept all major credit cards and those payments can be made to our office via the phone.When the initial phone call came in to the office on the 26th to inform us about the leak occurrence, we did apologize and informed the customer that all of our crews and inspectors (including Mitch D[redacted]) had left for the days appointments. We would have to get back with her as everyone was already gone. It's extremely rare that any technician or inspector is in the office as they are out looking at roofs. The customer called our office numerous times that day. Mitch D[redacted] did call the customer back the same day and left her a message when she did not answer. She called later that afternoon and said she was leaving at 3:30pm. Mitch did have his afternoon booked but guaranteed he would make it before the customer had to leave, which he did, the same day the call was made to us. We were not aware of any contact to the Revdex.com until the 28th so that had no possible impact on our same day response. Although we do not accept any wrong doing in this incident as we did complete the repairs that were promised and specifically excluded from any warranty, we do want this issue to be resolved. We would be willing to make a partial refund.
Let's take this apart issue by issue.We choose Doyle Roof Masters after long consideration between 3 companies. They came out and replaced our roof June 2014, with no issues. Then a year later May 2015 there was lots of rain and we developed a leak in our son's bedroom that was never an issue...
before the initial replacement. We called Doyle and they sent workers out and he said the patch was fixed. Two months later more rain and we have the leak in the same area (our son bedroom at the light fixture). Called Doyle again and told them leak was not fixed in May. We were told it is probably due to the roof settling and the warranty does not cover that. They sent workers out again after being extremely rude and the workers told us they missed a staple and it was their error on the initial replacement, and proceeded to fix the roof again. Then a few weeks later we receive an invoice for $325 for their error on the initial roof replacement. We called Doyle once again and was told by the owners that is not covered under their warranty. If we would of known about the way they treat customers and how terrible their warranty was we would have never chosen Doyle Roof Masters for such an important aspect to our home. We will not recommend them to anyone looking for a roofer. Terrible customer service and loop holes in warranties to where they are not liable for anything."We were told it is probably due to the roof settling and the warranty does not cover that. "What he was told was that occasionally the original fasteners can work up thru the material. This is in the contract and warranty. He was told we would send a crew out and see what the problem was and go forward accordingly. "They sent workers out again after being extremely rude and the workers told us they missed a staple and it was their error on the initial replacement, and proceeded to fix the roof again."No one, ever, was rude to the man.He was shown by the foreman the rusty staple (we don't use staples) that had worked up through the material. He was never told, nor would he be told, that material or fasteners which were not installed by us would be covered. There is no way to forecast when a roof will do this. That is why for decades we have put this caveat in our paperwork. We have no control over if or when it might happen. "Then a few weeks later we receive an invoice for $325 for their error on the initial roof replacement."We charged him a very reasonable amount for the work we did. Less than actual time and material. And again, it was not an error on our part. To reiterate, there is no feasible way to determine if or when the original fasteners will be a problem going forward. We are being asked to warrant the future stability of a structure we did not build. There are no companies which will offer any warranty like this. Jim D[redacted]President Doyle Roof Masters Inc.
I have received a full refund from Doyle Roof Masters. Thank youRevdex.com for your assistance with this matter. I amsatisfied with the resolution of the problem and very appreciative ofyour help. Thank you.[redacted]
Tell us why here...As a general rule, when estimating a repair, we always begin with the most simple and obvious potential issues first. We do not like to over charge, do extensive expensive repairs or do complete replacements unless absolutely necessary. More extensive repairs are sometimes needed...
and some roofs will need to be completely replaced in order to stop leaks. Tar and gravel roofs can be the most difficult to trouble shoot as there are many hundreds of square feet that are usually not visible due to the gravel coverage. We outlined a very limited and minor repair to address the exposed areas in the leak area. The estimate was given in detail and in writing. There was no warranty implied and that was also in writing. The bid was accepted with all of the terms as specified excluding any warranty. It's regrettable that any of it was unclear. "Fraudulent" is a strong word being that everything was in writing from the day the estimate was given.We do not subcontract employees. The repairmen that came out were in a company vehicle with signs on the truck doors and they were in uniform. They had a written workorder that was the same description that was given to the customer. We often take pictures of completed work so that the customer can see what was completed.We do accept all major credit cards and those payments can be made to our office via the phone.When the initial phone call came in to the office on the 26th to inform us about the leak occurrence, we did apologize and informed the customer that all of our crews and inspectors (including Mitch D[redacted]) had left for the days appointments. We would have to get back with her as everyone was already gone. It's extremely rare that any technician or inspector is in the office as they are out looking at roofs. The customer called our office numerous times that day. Mitch D[redacted] did call the customer back the same day and left her a message when she did not answer. She called later that afternoon and said she was leaving at 3:30pm. Mitch did have his afternoon booked but guaranteed he would make it before the customer had to leave, which he did, the same day the call was made to us. We were not aware of any contact to the Revdex.com until the 28th so that had no possible impact on our same day response. Although we do not accept any wrong doing in this incident as we did complete the repairs that were promised and specifically excluded from any warranty, we do want this issue to be resolved. We would be willing to make a partial refund.