Top to Bottom Roofing and General Contracting LLC

I truly apologize for the time it has taken us to respond to this complaint – we have been working on several large multi-million dollar home remodels and being a preferred contractor with [redacted] in Texas – I was called away out of town for several weeks In response to Mrs [redacted] 's complaint I wanted to first say that I felt that the complaint was only inspired after the final bill was delivered – since there was no mention of distress at the time of completion Any dissatisfaction that was discussed – were satisfied by our men or myself at the time, as we stand behind our commitment to work with our customers to satisfaction I agree that the project took a bit longer than expected – however there were several issues that were out of our control 1) Being the Sub Contracted needs for Custom Shower Glass (almost weeks), 2) Custom Bathroom Silestone (almost weeks) With Austin receiving almost 6,home improvement request monthly and hundreds of contractors filling provider schedules – it amazing that projects like bathrooms and kitchens are getting done in less than a few months In terms of the tile problem – we had made every attempt to correct this – and the last conversation received from the customer was that it looked good but not perfect We said we would come to fix it to her satisfaction – and we went so far as to contract with a MASTER TILE Installer to make good on this minor correction – Mrs [redacted] denied resolution With regard to the disagreement in the final amount owed – this is a little misrepresented on the customers part Although there were no signed change orders – from the very beginning the contract had items that were included and items that were estimated (or better defined – as a part of an allowance) These allowances were outlined on a separated sheet as to the amount “allowed” in the contracted and “actual” the amount actually incurred by the customer and their choices The biggest increase in this was on the Silestone Tops which was over $2000, plus a shower bench And the frameless shower glass was $($less than the allowance) Ms [redacted] l was provided the allowances on occasions, during the initial contract, almost halfway through the project and towards the end of the project (if I could upload the document in this response – everyone would be able to see the progression and the fact that we kept the customer informed) In regard to the customer’s statement about pursing payment legally – WE NEVER USE THAT SOURCE UNTIL WE'VE EXHAUSTED OUR OTHER EFFORTS and it had been a great deal of time We waited in excess of 3-weeks after final billing And when requested – we sent the customer receipts they requested proving that we actually spent the amounts on the products purchased We had even determined from those receipts that we failed to account for ALL the actual purchased items vsthe AllowancesWe did inform that to the customer – and we didn’t charge them for those extra actual used in their bathroom It was only after that long period of time and requesting payment very kindly and being very patient we contacted our attorney to send a letter to the customer That letter from our attorney consisted of a request for payment and a notification of intent to lien the property This letter (if I could upload it) was very professional Furthermore our legal terms and conditions which are a part of our contract – isn’t in “small print”; those terms stand alone on an independent page and we require our customers to read and sign their acknowledgement to have read those terms Just the same – we include terms on that legal page to protect the customer – as required by the State of Texas (there are few contractors that do this) In summary to the charges – we had an allowances list, the customer exceeded the amounts and they were responsible for those charges (which only consisted of actual materials – there was no additional amount added to the contract for labor or profit - JUST THE ACTUAL MATERIALS PURCHASED) Further we had the receipts to prove those purchases Settlement – We do not plan to reach into our pocket and shell out monies back to the customer for materials purchased and installed We do however stand by our warranty and commitment to resolve any tile issues that were not satisfied (this was regarding the floor) We do not intend on refunding any PayPal Fees due to the fact that at the time of choosing to use credit card – we did communicate that we would incur a fee and need to charge back for that fee I personally made this clear to the customer and stated I would rather have a personal check than have her incur a fee The customer was more interested in the points (I assumed) I understand the customers concern on the medicine cabinet charge and plan to look into that and refund any overcharge there -- [redacted] Managing Partner Top to Bottom Roofing and General Contracting LLC [redacted] Fax: [redacted] Cell: [redacted] ***@toptobottomroofing.com Austin - Houston - San Marcos - New Braunfels - Fredericksburg - Rio Grande Valley HAAG Certified Roofing Inspector - Lic Insurance Adjuster - GAF Certified Installer Res/Comm Roofing Specialists: Metal - Coated Steel - Shingles - Tile - TPO - Mod Bit Offering: Lifetime Shingle Warranty - 50yr L

This is an interested complaint as [redacted] is one of the owners of record on Top to Bottom Roofing and General Contracting LLC Austin New I am trying to Amicably settle my situation with [redacted] and have agreed to any settlement that is accountable and correct /> This is like laundering dirty laundry in public and is not a client issue This will need to proceed with legal actions Thank you Please note - we intend to fully comply with any proper accountability on this issue - but will not be ripped off It is our position that Attorney [redacted] *** will contact the "Actual Client" and settle the monies with them directly This is the x the [redacted] has tried to create harm to Top to Bottom Roofing and General Contracting (I have detailed text messages sent by [redacted] to different customers that have forwarded all communication they received to Attorney [redacted] *** Finally- This is not a client matter - rather an internal company matter that needs to handles internally There is no [redacted] client - when he is a legally registered owner of one of the LLC's

I want to make certain that it is clear - there cannot be any refund or our company would loose money The increase in costs had nothing to do with labor - only materials chosen by the customer As a matter of fact we didn't charge enough for the tile per our agreed - Estimate vsActual choices The customer chose a frame-less glass shower surround - our costs $1,(we always use a $estimate for any bathroom remodel) The customer had originally chose a tile seat for the shower and that was changed to match the counter top - which was a "DOUBLE CORIAN" style - which was much higher in price Furthermore, we, till this day ALWAYS stand behind our work If the client was/is unhappy with any installation - we would most happy to correct or reinstall as necessary (if there is a problem)Attached with this response - please find pictures of our work as well as a copy of the estimate vsactual - which was update a few times throughout our process Finally - I want to make it know that we had included several things on the project that were not charged to the customer - this is money spent buy us - but no charged to the customerIn our agreement we did include the installation of the bathroom vanity and installation of the shower glass - but this didn't include the materials (however - I did include in the final invoice as a part of the total project)Respectfully, [redacted] Managing Partner [redacted] @toptobottomroofing.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] However, I am not clear on what actions will need to be followed up to settle this matter Is the company's attorney contacting me? I am willing to settle this matter outside of legal actions, but if need be, I am willing to take it to court I realize that [redacted] ***'s business conduct is unacceptable, but he works for you as owner and director of Top to Bottom Roofing and General Contracting He has done great harm to your business reputation As a business owner myself, I just want recover the down payment that *** took and never deliver I am willing to work with Top to Bottom Roofing to settle this Best regards, [redacted] **

We have a billing person directly - which is [redacted] . This could have been resolved upon the first call - [redacted] who handles billing and invoicing can be reached at (***) [redacted] . Or via [redacted]

Complaint: [redacted] I am rejecting this response because it doesn't address the points in my previous response Regards, [redacted]

I *** *** the owner of Top to Bottom Roofing and General Contracting - was informed of a problem that existed a few weeks ago. *** our inside person has been in touch with this customer both via email and phone and I have been made aware of the situation. We pride ourselves on
client communication - this customer has totally exaggerated this situation as we have been in contact with themThe customer wish for myself only to visit the complained issues - which *** has communicated with the entire time - I'm working on a large commercial project out of the area and cannot leave on a whim due to the fact that the customer wishes only to speak with me.
Further, we warrant all of our work and have NEVER left a customer without resolve - not we have provided an option - WE AND WILL STILL REQUEST THAT *** VISITS WITH THE CUSTOMER AND RESOLVES - OTHERWISE - AS WE HAVE STATED SEVERAL TIME - IF THIS CUSTOMER ONLY WISHES TO SPEAK WITH ME - THEY WILL NEED TO WAIT UNTIL I'M COMPLETED OUR PROJECT IN DALLAS
My suggestion is since *** is part owner in the Sub LLC - he can make all decision and fixes - and it can be dealt with immediately. Please avdise

With regard to the former leak problem that re-occurred. We have installed and repaired well into the thousands and always stand by our work. After the heavy rains of 9/17-9/- I received a text from my inside product coordinator regarding the ***. We take calls in the order in
which they are received. As it turns out - we have been very busy with approximately calls from new customers that are seeking our assistance to repair their roof problems. The *** - just have not gotten a call back as of yet - WE DONT SKIP AHEAD - First Come First Serve - they are in the que. I cannot jump them ahead of others - that would be unfair. As for any warranty - We document our repairs via Pictures - we warrant any of our Repairs for years (best in our Austin Metropolitan Area)
As for their request for other work. I had responded via email months ago - I haven't hear back from them. And we have been working on Kitchen and Bathroom Remodels and those project would have put her start date to Tuesday of this week - As I mentioned in my email to her
I feel that because they are under the gun- they are blaming us. FURTHERMORE - IT IS UNSAFE TO GET ONTO A ROOF WHEN WET - SO ANY REPAIR WOULD NEED TO WAIT UNTIL THE RAIN HAS SEIZED

I worked with his coordinator (I had to keep calling to make contact and he didn't even know that *** had forwarded all of his calls to himHe worked with me to schedule *** (the guy who had come out previously) to take care of the leak issueThe issue was never with the workmanship, but the owner, *** promises that he never keepsH is coordinator was very helpful and admitted that *** tends to over commit*** was professional as he was in the past and I feel certain that he got the leak this timeIf they are going to have an emergency button on their site, but not respond until hours (and I do mean hours - as a matter of fact the never responded - I kept calling) later, then they should make that know on their site or remove the "Emergency" online formI never requested to be skipped ahead, *** just needs to keep his promisesWe were never "under the gun" to do anything, it was about his failure to keep the promises he continued to makeWe never received the quote he promised, he never started the work as he promised and we left messages, notified him via text and phone calls that we did not received what he promised.
May I note a similar complaint via Revdex.com during the same time frame as mineHmmmm.....seems to be a pattern*** is a whining, unprofessional jerk that does not want to take responsibility for the words that come of out his mouthHis coordinator,*** and worker ***, however, are the complete opposite and represented the company the way a company should be represented.
Regards,
*** ***

This is an interested complaint as [redacted] is one of the owners of record on Top to Bottom Roofing and General Contracting LLC Austin New.
I am trying to Amicably settle my situation with [redacted] and have agreed to any settlement that is accountable and correct. 
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This is like laundering dirty laundry in public and is not a client issue.  This will need to proceed with legal actions.
Thank you.  Please note - we intend to fully comply with any proper accountability on this issue - but will not be ripped off.
It is our position that Attorney [redacted]  will contact the "Actual Client" and settle the monies with them directly.
This is the 4 x the [redacted] has tried to create harm to Top to Bottom Roofing and General Contracting (I have detailed text messages sent by
[redacted] to 4 different customers that have forwarded all communication they received to Attorney [redacted].
Finally- This is not a client matter - rather an internal company matter that needs to handles internally.
There is no [redacted] client - when he is a legally registered owner of one of the LLC's

Complaint: [redacted]
I am rejecting this response because it doesn't address the points in my previous response.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  However, I am not clear on what actions will need to be followed up to settle this matter.  Is the company's attorney contacting me?  I am willing to settle this matter outside of legal actions, but if need be, I am willing to take it to court.  I realize that [redacted]'s business conduct is unacceptable, but he works for you as owner and director of Top to Bottom Roofing and General Contracting.  He has done great harm to your business reputation.
As a business owner myself, I just want recover the down payment that [redacted] took and never deliver.  I am willing to work with Top to Bottom Roofing to settle this.
Best regards,
[redacted]

I truly apologize for the time it has taken us to respond to this complaint – we have been working on several large multi-million dollar home remodels and being a preferred contractor with [redacted] in Texas – I was called away out of town for several weeks.  ...

In response to Mrs. [redacted]'s complaint I wanted to first say that I felt that the complaint was only inspired after the final bill was delivered – since there was no mention of distress at the time of completion.  Any dissatisfaction that was  discussed – were satisfied by our men or myself at the time,  as we stand behind our commitment to work with our customers to satisfaction.   I agree that the project took a bit longer than expected – however there were several issues that were out of our control.  1) Being the Sub Contracted needs for Custom Shower Glass (almost 4 weeks), 2) Custom Bathroom Silestone (almost 4 weeks).  With Austin receiving almost 6,600 home improvement request monthly and hundreds of contractors filling provider schedules – it amazing that projects like bathrooms and kitchens are getting done in less than a few months.   In terms of the tile problem – we had made every attempt to correct this – and the last conversation received from the customer was that it looked good but not perfect.  We said we would come to fix it to her satisfaction – and we went so far as to contract with a MASTER TILE Installer to make good on this minor correction – Mrs. [redacted] denied resolution.   With regard to the disagreement in the final amount owed – this is a little misrepresented on the customers part.  Although there were no signed change orders – from the very beginning the contract had items that were included and items that were estimated (or better defined – as a part of an allowance).  These allowances were outlined on a separated sheet as to the amount “allowed” in the contracted and “actual” the amount actually incurred by the customer and their choices.  The biggest increase in this was on the Silestone Tops which was over $2000, plus a shower bench.  And the frameless shower glass was $1996 ($6 less than the allowance).  Ms. [redacted]l was provided the allowances on 3 occasions, during the initial contract, almost halfway through the project and towards the end of the project.  (if I could upload the document in this response – everyone would be able to see the progression and the fact that we kept the customer informed).   In regard to the customer’s statement about pursing payment legally – WE NEVER USE THAT SOURCE UNTIL WE'VE EXHAUSTED OUR OTHER EFFORTS and it had been a great deal of time.  We waited in excess of 3-4 weeks after final billing.  And when requested – we sent the customer receipts they requested proving that we actually spent the amounts on the products purchased.  We had even determined from those receipts that we failed to account for ALL the actual purchased items vs. the Allowances. We did inform that to the customer – and we didn’t charge them for those extra actual used in their bathroom.   It was only after that long period of time and requesting payment very kindly and being very patient…. we contacted our attorney to send a letter to the customer.  That letter from our attorney consisted of a request for payment and a notification of intent to lien the property.  This letter (if I could upload it) was very professional.  Furthermore our legal terms and conditions which are a part of our contract – isn’t in “small print”; those terms stand alone on an independent page and we require our customers to read and sign their acknowledgement to have read those terms.  Just the same – we include terms on that legal page to protect the customer – as required by the State of Texas (there are few contractors that do this).   In summary to the charges – we had an allowances list, the customer exceeded the amounts and they were responsible for those charges (which only consisted of actual materials – there was no additional amount added to the contract for labor or profit - JUST THE ACTUAL MATERIALS PURCHASED).  Further we had the receipts to prove those purchases.   Settlement – We do not plan to reach into our pocket and shell out monies back to the customer for materials purchased and installed.  We do however stand by our warranty and commitment to resolve any tile issues that were not satisfied (this was regarding the floor).   We do not intend on refunding any PayPal Fees due to the fact that at the time of choosing to use credit card – we did communicate that we would incur a fee and need to charge back for that fee.  I personally made this clear to the customer and stated I would rather have a personal check than have her incur a fee.  The customer was more interested in the points (I assumed).  I understand the customers concern on the medicine cabinet charge and plan to look into that and refund any overcharge there.   -- [redacted] Managing Partner Top to Bottom Roofing and General Contracting LLC [redacted]  Fax: [redacted]  Cell: [redacted]@toptobottomroofing.com   Austin - Houston - San Marcos - New Braunfels - Fredericksburg - Rio Grande Valley HAAG Certified Roofing Inspector - Lic Insurance Adjuster - GAF Certified Installer Res/Comm Roofing Specialists: Metal - Coated Steel - Shingles - Tile - TPO - Mod Bit Offering:  Lifetime Shingle Warranty - 50yr L

We have a billing person directly - which is [redacted].  This could have been resolved upon the first call - [redacted] who handles billing and invoicing can be reached at ([redacted]) [redacted].
Or via [redacted]

We have every intention to "repair" the item that broke.  Without charge to the customer.
We have been working out of town for almost 1.5 months and haven't had the ability to get back - as our customer keeps adding more work to our project - they are exceptionally please and do...

not wish to sub out the work to any other customer.  This is Austin Pointe Apartments in San Antonio.  Every attempt at returning has be halted - with more work. I've been working for 97 days straight without a day off.
We are planning to accomplish this task during the week of 7/14/2014.  One of my men should be back in Austin.
Sorry for the inconvenience.
Furthermore - the part is a $5.35 part that needs replaced.  Mr. [redacted] is unreasonable to ask for $100.  The labor for the repair is less than $20.00

I want to make certain that it is clear - there cannot be any refund or our company would loose money.  The increase in costs had nothing to do with labor - only materials chosen by the customer.  As a matter of fact we didn't charge enough for the tile per our agreed - Estimate vs. Actual choices.  The customer chose a frame-less glass shower surround - our costs $1,996.00 (we always use a $2000 estimate for any bathroom remodel).  The customer had originally chose a tile seat for the shower and that was changed to match the counter top - which was a "DOUBLE CORIAN" style - which was much higher in price.  Furthermore, we, till this day ALWAYS stand behind our work.  If the client was/is unhappy with any installation - we would most happy to correct or reinstall as necessary (if there is a problem). Attached with this response - please find pictures of our work as well as a copy of the estimate vs. actual - which was update a few times throughout our process.  Finally - I want to make it know that we had included several things on the project that were not charged to the customer - this is money spent buy us - but no charged to the customer. In our agreement we did include the installation of the bathroom vanity and installation of the shower glass - but this didn't include the materials (however - I did include in the final invoice as a part of the total project)Respectfully,[redacted]Managing Partner[redacted]@toptobottomroofing.com

Complaint: [redacted]
This response is such BS. He has promised me over and over since May 23rd to fix my gate. I truly hope he gets it done the week that he says he will get it done. I don't count on it because he has lied a minimum of 15 times that he would be here and has not showed. It may be a cheap part but to get a new company out to complete the job is the reason I said $100. I just want it fixed. They claim a 5 year warranty now prove it to me.
I am rejecting this response because:
Regards,
[redacted]l