Vertex Roofing

I am writing this letter in response to your complaint to the Revdex.com I sincerely apologize things escalated to this point Vertex Roofing takes pride in its customer service and always wants to go above and beyond what should be expected of a company At this time we feel we have already gone above and beyond to the point where we have to say enough is enough Originally when we had contracted with you for the new metal roof we were up front with the fact that we are a metal roofing company and not an interior finishing company We had agreed to take on the responsibility of finding someone to complete the interior drywall work When everything was complete with the drywall both company owners came out to meet with you and inspect the work Although the drywall work looked fantastic, you had expressed your complete dissatisfaction with Craig and his work habits (not the finished product just his lack of communication) Our response was to deduct the entire amount charged to you for the drywall which totaled $2, We feel this was far above our obligation, however, our main goal was to be sure you were satisfied with the outcome Even if the drywall work had been paid for, it would not be industry standard to repair a hairline crack in drywall When Paul came out to inspect the crack, he could not even see it until it was pointed out to him Again, I sincerely apologize and hope you can see things from our point of view

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The customer contracted with us on 11/10/to provide him with a new standing seam roof so he could do away with his leaking tile roof We commenced his project in mid-December (2015) and his roof installation was completed on 12/22/as he has stated. During his project, the roof
required three roll-off containers to dispose of all the tile The first two were completely filled The third container was only partially filled On the final day of work, the 22nd, he approached the foreman on his job (Doug) and asked if he could use the extra space in the container to throw away some of his own debris Doug let him know that that would be no problem and it would not cost any additional money Doug said we would wait an extra day to contact the company which provided the containers (Tucson Recycling) for the pick up. On 12/23/we contacted Tucson Recycling and requested that they pick up the container from the customer’s property At this point we had no idea, nor any reason, to assume that this was not done Approximately a week or two later the customer called Doug on his cell phone because the container had not been picked up Doug notified our main office and Tucson Recycling was called again We heard nothing further from our customer so as far as we knew Tucson Recycling had picked up their container. The next thing we knew was that we had a negative review from this customer on our Revdex.com page and he had filed a complaint against us He obviously was upset in his review but mentioned nothing with regards to the fact that his roof, which leaked every time it rained prior to our work, was now replaced with a lifetime roof which he had no issue with His entire review revolved around a container which we did not even know was still there! His complaint cites a hole in his stucco as well which was not mentioned in his review The stucco on this house had cracks and pieces missing in areas upon our initial inspection Our entire installation is done with drills and screws, not hammers, so the accusation that we "punched a hole in a wall" has no merit and makes no sense Furthermore, it has rained many times since this installation was completed and we have not heard one thing about a leak from the customer which further discredits his “leaking wall” statement. It is worth noting that throughout this entire process, at no time did this customer EVER contact the Vertex representative he bought his roof from (John) even though he had been provided John’s direct cell number and office number the first time he met with him in Additionally, at no time did he contact ANY of the offices for Vertex either by phone or email Had he done this we would have been on top of things in a heartbeat, but as it stands we cannot correct something that we do not even know needs correcting. Upon learning of this complaint we again contacted Tucson Recycling and the container has been picked up They have also credited us money which they had mistakenly charged us for additional time of the container being out there as they acknowledged their mistake During all of this we also tried calling the customer to follow up that the container had been picked up and make sure he was happy with his roof installation and every time it went to his voicemail and at no time did he return a call to us.As a company who prides itself in excellent customer service, we at Vertex are upset and appalled that a customer who received a top quality product and top quality installation would resort to tarnishing a reputation that we work very hard at upholding We take our customer’s satisfaction VERY seriously and we continuously go above and beyond to achieve a high level of service This was the case when we allowed our customer to use the container we paid for to dispose of his own personal garbage at no additional cost to him It is unfortunate that not even one single phone call was made to either John or any of our offices to alert us directly that the container had not been picked up Not one single email sent Again, we cannot be expected to fix something which we do not even know needs fixing

When doing business there is a ratio, what that ratio is exactly, I am not sure, but every several hundred people I have contact with, 1-of those people will have a bad experience thats just lifeThat day when we were hired to do the job, any other company on any other given day would be walking
down the same path as I am with mrs sanchezive uploaded the contract to plead my caseFirstly, you altered this contract and added services that were not agreed uponIn the top right corner of the contract you see " radiant barrier" in what appears to be a females hand writingYou spent hours on the computer researching metal roofs and deemed yourself an expert, and had heard the term online, and convinced yourself that it was mentioned so you took it upon yourself to add it on the contractMe, my salesmen and partner sat down and what we decided was " this woman is going to make our lives a living h*ll, just give her what she wants" which goes against your statement of "all we care about is the money" bc if that was the case I wouldnt have taken a several thousand dollar hit to please you.to address your dispute about the 1000$ credit owed.in purple ink, which was your pen that I used, on april 15th, I came to collect a 9000$ payment from youOn the contract mid page it states, 9000$ paid1000$ left for punch out, which in the construction business whenever 98% of a job is complete, you leave money on the ticket for punch outthat punch out of 1000$ was left for whenever we would come to insulate your attic space, which mind you was a freebie, a gift to keep you happy since a radiant barrier application would require the removal of all your decking.You do in fact owe me a 1000$ but I do not care to collect it from you

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]The company can not be trusted, all have been trained to say from day one if it makes you happy..  Company cover up. Mr. [redacted] came at 9:30 at night to collect 10 percent only to order material, at 9:30 p.m.on March 03, and I gave him 4000.00 plus 1200.00. NO START DATE AND HE SHOULD HAVE EXPLAINED EVERYTHING ON CONTRACT WITH FINISHED DATE.  He did not.    My husband tried to get the seller to go down on the price but the seller quickly forgot that he mentioned radiant barrier will be added.  He did not write on contract and we had other companies with radiant barrier added for a lot less.  We even showed the engineer and the complaint to the people in windstorm because they took too long to finish the roof.  First and foremost waiting for the roof to get started, I called the seller.   His response was unprofessional as if we just had to wait because after a storm of the multitude their were people who did not have a roof or home at all and our contract showed no start and finish date.  I had neighbors, sisters and friends come over and when I told one owner, he simply said with irogancy they would be put in a wait list.   I will never recommend them..  They can not be trusted..  I immediately Called the owner who completed as stated told me right of the bat he was discounting us and the amount.  He knows the truth and my husband and I believe he should be helped accountable for trying to pull a quick one,,  The owners or owners  both disagreed. The seller told my husband for 19000.00 he would install radiant barrier if it made me happy.  They prograstated and all took their time.  Never calling, I had to call them time and time again to find out when they were going to start.  I did write radiant barrier on the contract that is correct and they agreed to try to get it, gave me the round around that they had never worked with that on a metal roof. The seller third party should be held accountable for messing everything up, not explaining, not including, and not communicating., As I mentioned earlier on my first complaint: one owner stated in my house he had 30 years experience when they just opened up in October of 2015.   The employee, seller, or representative should be advised and given rules about the contract being thoroughly explained and checked off going over the whole contract before he gets a signature.  My husband did not sign I did.   As far as paying,  the full amount if he would have not taken that long and put us through hell, because as March the 3, they did not start til April , started and ran out of parts had to wait 3 more weeks to get front parts, as they claim they are experts. They made my life miserable. The material in my neighbors years, no paper work has been given and from the 14 of April until June 15, contact is two months.  No sense of Urgency and no pride in the company..  Contract date is on March 3, and they did not finish total job until June 15, 2016 .   That is exactly 3 months and 2 weeks.  They need to figure it out.

Upon receiving this complaint Vertex Roofing immediately sent out our crew, within one hour, to install the new roof on Mr. [redacted]’s house.  Mr. [redacted] is more than pleased with his new complete GAF System 30-year HD shingle roof.  Vertex Roofing strives to make sure each...

customer is taken care of.  While our company has been extremely busy due to all of the damage left in Hurricane Harvey’s wake, we persevere to walk away with completely satisfied clients.  Although this may appear as a negative review, this is true feedback on how Vertex Roofing handles things in the face of adversity.  Once again, we have a happy customer.

The customer contracted with us on 11/10/2015 to provide him with a new standing seam roof so he could do away with his leaking tile roof.  We commenced his project in mid-December (2015) and his roof installation was completed on 12/22/2015 as he has stated. During his project,...

the roof required three roll-off containers to dispose of all the tile.  The first two were completely filled.  The third container was only partially filled.  On the final day of work, the 22nd, he approached the foreman on his job (Doug) and asked if he could use the extra space in the container to throw away some of his own debris.  Doug let him know that that would be no problem and it would not cost any additional money.  Doug said we would wait an extra day to contact the company which provided the containers (Tucson Recycling) for the pick up.  On 12/23/15 we contacted Tucson Recycling and requested that they pick up the container from the customer’s property.  At this point we had no idea, nor any reason, to assume that this was not done.  Approximately a week or two later the customer called Doug on his cell phone because the container had not been picked up.  Doug notified our main office and Tucson Recycling was called again.  We heard nothing further from our customer so as far as we knew Tucson Recycling had picked up their container. The next thing we knew was that we had a negative review from this customer on our Revdex.com page and he had filed a complaint against us.  He obviously was upset in his review but mentioned nothing with regards to the fact that his roof, which leaked every time it rained prior to our work, was now replaced with a lifetime roof which he had no issue with.  His entire review revolved around a container which we did not even know was still there!  His complaint cites a hole in his stucco as well which was not mentioned in his review.  The stucco on this house had cracks and pieces missing in areas upon our initial inspection.  Our entire installation is done with drills and screws, not hammers, so the accusation that we "punched a hole in a wall" has no merit and makes no sense.  Furthermore, it has rained many times since this installation was completed and we have not heard one thing about a leak from the customer which further discredits his “leaking wall” statement. It is worth noting that throughout this entire process, at no time did this customer EVER contact the Vertex representative he bought his roof from (John) even though he had been provided John’s direct cell number and office number the first time he met with him in 2015.  Additionally, at no time did he contact ANY of the offices for Vertex either by phone or email.  Had he done this we would have been on top of things in a heartbeat, but as it stands we cannot correct something that we do not even know needs correcting.  Upon learning of this complaint we again contacted Tucson Recycling and the container has been picked up.  They have also credited us money which they had mistakenly charged us for additional time of the container being out there as they acknowledged their mistake.  During all of this we also tried calling the customer to follow up that the container had been picked up and make sure he was happy with his roof installation and every time it went to his voicemail and at no time did he return a call to us.As a company who prides itself in excellent customer service, we at Vertex are upset and appalled that a customer who received a top quality product and top quality installation would resort to tarnishing a reputation that we work very hard at upholding.  We take our customer’s satisfaction VERY seriously and we continuously go above and beyond to achieve a high level of service.  This was the case when we allowed our customer to use the container we paid for to dispose of his own personal garbage at no additional cost to him.  It is unfortunate that not even one single phone call was made to either John or any of our offices to alert us directly that the container had not been picked up.  Not one single email sent.  Again, we cannot be expected to fix something which we do not even know needs fixing.

The customer contracted with us on 11/10/2015 to provide him with a new standing seam roof so he could do away with his leaking tile roof.  We commenced his project in mid-December (2015) and his roof installation was completed on 12/22/2015 as he has stated. During his project,...

the roof required three roll-off containers to dispose of all the tile.  The first two were completely filled.  The third container was only partially filled.  On the final day of work, the 22nd, he approached the foreman on his job (Doug) and asked if he could use the extra space in the container to throw away some of his own debris.  Doug let him know that that would be no problem and it would not cost any additional money.  Doug said we would wait an extra day to contact the company which provided the containers (Tucson Recycling) for the pick up.  On 12/23/15 we contacted Tucson Recycling and requested that they pick up the container from the customer’s property.  At this point we had no idea, nor any reason, to assume that this was not done.  Approximately a week or two later the customer called Doug on his cell phone because the container had not been picked up.  Doug notified our main office and Tucson Recycling was called again.  We heard nothing further from our customer so as far as we knew Tucson Recycling had picked up their container. The next thing we knew was that we had a negative review from this customer on our Revdex.com page and he had filed a complaint against us.  He obviously was upset in his review but mentioned nothing with regards to the fact that his roof, which leaked every time it rained prior to our work, was now replaced with a lifetime roof which he had no issue with.  His entire review revolved around a container which we did not even know was still there!  His complaint cites a hole in his stucco as well which was not mentioned in his review.  The stucco on this house had cracks and pieces missing in areas upon our initial inspection.  Our entire installation is done with drills and screws, not hammers, so the accusation that we "punched a hole in a wall" has no merit and makes no sense.  Furthermore, it has rained many times since this installation was completed and we have not heard one thing about a leak from the customer which further discredits his “leaking wall” statement. It is worth noting that throughout this entire process, at no time did this customer EVER contact the Vertex representative he bought his roof from (John) even though he had been provided John’s direct cell number and office number the first time he met with him in 2015.  Additionally, at no time did he contact ANY of the offices for Vertex either by phone or email.  Had he done this we would have been on top of things in a heartbeat, but as it stands we cannot correct something that we do not even know needs correcting.  Upon learning of this complaint we again contacted Tucson Recycling and the container has been picked up.  They have also credited us money which they had mistakenly charged us for additional time of the container being out there as they acknowledged their mistake.  During all of this we also tried calling the customer to follow up that the container had been picked up and make sure he was happy with his roof installation and every time it went to his voicemail and at no time did he return a call to us.As a company who prides itself in excellent customer service, we at Vertex are upset and appalled that a customer who received a top quality product and top quality installation would resort to tarnishing a reputation that we work very hard at upholding.  We take our customer’s satisfaction VERY seriously and we continuously go above and beyond to achieve a high level of service.  This was the case when we allowed our customer to use the container we paid for to dispose of his own personal garbage at no additional cost to him.  It is unfortunate that not even one single phone call was made to either John or any of our offices to alert us directly that the container had not been picked up.  Not one single email sent.  Again, we cannot be expected to fix something which we do not even know needs fixing.

I aw impressed with all parts of my project. They contacted me promptly and gave an estimate and revised it quickly when changes had to be made due to city input. The workers showed up on time, were kind and thoughtfully left area cleaner then when they got their.

Do not hire this business unless you want your yard to look like a garbage dump!

They "finished" installing my roof on 22 December 2015. It is now 28 January 2016 and I still have a dumpster full of construction debris blocking my driveway. When I called to ask when the dumpster would be removed, Doug just blew me off and obviously did not care about my concern. I have been remarkably patient with them, but no more. All I want is to get that dumpster off of my property!

Review: I have two issues with Vertex Roofing.

1. Vertex Roofing left a dumpster full of construction debris blocking my driveway when their employees left my house for the last time. I called them to find out when the dumpster would be removed and the installation team leader Doug just blew me off. He said since it did not cost them any money to leave it at my house he did not care when it got picked up. It has now been two months and the dumpster is still sitting there.

2. When they installed some flashing along my wall, they punched a hole through my stucco wall exposing the insulation underneath. My roof may not be leaking any more, but my wall certainly is!Desired Settlement: Remove the dumpster full of construction debris immediately!

Business

Response:

The customer contracted with us on 11/10/2015 to provide him with a new standing seam roof so he could do away with his leaking tile roof. We commenced his project in mid-December (2015) and his roof installation was completed on 12/22/2015 as he has stated. During his project, the roof required three roll-off containers to dispose of all the tile. The first two were completely filled. The third container was only partially filled. On the final day of work, the 22nd, he approached the foreman on his job (Doug) and asked if he could use the extra space in the container to throw away some of his own debris. Doug let him know that that would be no problem and it would not cost any additional money. Doug said we would wait an extra day to contact the company which provided the containers (Tucson Recycling) for the pick up. On 12/23/15 we contacted Tucson Recycling and requested that they pick up the container from the customer’s property. At this point we had no idea, nor any reason, to assume that this was not done. Approximately a week or two later the customer called Doug on his cell phone because the container had not been picked up. Doug notified our main office and Tucson Recycling was called again. We heard nothing further from our customer so as far as we knew Tucson Recycling had picked up their container. The next thing we knew was that we had a negative review from this customer on our Revdex.com page and he had filed a complaint against us. He obviously was upset in his review but mentioned nothing with regards to the fact that his roof, which leaked every time it rained prior to our work, was now replaced with a lifetime roof which he had no issue with. His entire review revolved around a container which we did not even know was still there! His complaint cites a hole in his stucco as well which was not mentioned in his review. The stucco on this house had cracks and pieces missing in areas upon our initial inspection. Our entire installation is done with drills and screws, not hammers, so the accusation that we "punched a hole in a wall" has no merit and makes no sense. Furthermore, it has rained many times since this installation was completed and we have not heard one thing about a leak from the customer which further discredits his “leaking wall” statement. It is worth noting that throughout this entire process, at no time did this customer EVER contact the Vertex representative he bought his roof from (John) even though he had been provided John’s direct cell number and office number the first time he met with him in 2015. Additionally, at no time did he contact ANY of the offices for Vertex either by phone or email. Had he done this we would have been on top of things in a heartbeat, but as it stands we cannot correct something that we do not even know needs correcting. Upon learning of this complaint we again contacted Tucson Recycling and the container has been picked up. They have also credited us money which they had mistakenly charged us for additional time of the container being out there as they acknowledged their mistake. During all of this we also tried calling the customer to follow up that the container had been picked up and make sure he was happy with his roof installation and every time it went to his voicemail and at no time did he return a call to us.As a company who prides itself in excellent customer service, we at Vertex are upset and appalled that a customer who received a top quality product and top quality installation would resort to tarnishing a reputation that we work very hard at upholding. We take our customer’s satisfaction VERY seriously and we continuously go above and beyond to achieve a high level of service. This was the case when we allowed our customer to use the container we paid for to dispose of his own personal garbage at no additional cost to him. It is unfortunate that not even one single phone call was made to either John or any of our offices to alert us directly that the container had not been picked up. Not one single email sent. Again, we cannot be expected to fix something which we do not even know needs fixing.

Vertex Roofing goes above and beyond in all that they do! They want you to be happy and they truly care. When we had to have our roof replaced it happened during the monsoon season. It wasn't a nice time to have a major leak, but Vertex took care of us. They made sure to keep things clean and made sure we were comfortable with how things were going. We have had additional rain storms come through and we have been contacted to make sure everything is alright. We had an additional issue that came up with our shed separate from our main roof and Vertex made every effort to troubleshot that area as well.

I would highly recommend Vertex. They are a company that you can trust, a company that stands by their workmanship and a company that has tremendous work ethics.

Thank you Vertex we are very happy with our new roof!

The Vertex metal roofing samples at the PHX Cardinals Stadium home show attracted the attention of my wife and I. After discussing a few of the options with the friendly Tempe staff, we figured our home (200 miles away) was probably out of their territory. To our surprise, [redacted] called, made the trip, and provided a detailed presentation, competitive estimate and bid. The roof removal and installation was scheduled after the monsoon season. The containment effort during old roof removal, with gusty winds, was a challenge. Troublesome cupolas were removed, damaged roof sheathing and fascia was replaced, a broken vent pipe was repaired, a ridge vent was installed, and top quality Arrowline shake medal roofing, and aluma-kore soffit and fascia covering material was professionally installed on our home and storage building. The attention to detail during installation was commendable. Cleanup efforts, with high-powered magnets and rakes, were very effective. It was a pleasure and inspiration working with [redacted] and his Vertex roofing company installation crew. The new roof on our home attracted the attention of passer-bys before it was even finished. We would recommend Vertex Roofing to our friends without reservation!

[redacted] and [redacted].

One of the most pleasurable experiences in the process of building our home. Very professional, on time, excellent workmanship, and satisfaction above expectation.

vertex roofing is fantastic! Not only is my new roof amazing but the crew that installed it was great to have around. They worked diligently and were very informative and trustworthy. I could't be happier after this project!