White Glove Exteriors, Inc.

I must first say that  I am sorry for the delayed response by myself to this complaint. On 2 occasions since 2011, I have been called by Ms. [redacted] to address "falling" or "sliding" shingles. In both instances, I have sent out someone to do the repairs. You have hired someone...

to come out and "repair" your roof. If Ms. [redacted] were to have read my Terms and Conditions on the back of the agreement ( Line Item #4), it clearly states " all guarantees contained herein or by implication of the law are null and void If White Glove's work has been modified or changed by any other entity". She had some other company come out to do repairs (modify our work)) without telling me she was going to do so.  The roof measures close to 3900 sq. feet, and you have had less than 10 shingles "slide" off your home, and now you expect me to replace it? I will be doing no further repairs on her home , as she has placed her confidence in another company ( which modified our work).Additionally, Ms. [redacted] still has a balance of $1000 ( her deductible) that I haven't received from her insurance claim ( and I still came out to do the repair work).She can now apply that money to whatever repairs her new Contractor deems necessary.Very Truly Yours,[redacted]President White Glove Exteriors.

Revdex.com:
I have reviewed the response 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.The business owner did not respond to multiple attempts to contact them to do the repairs as per his warranty. I lost buyers for my home because of the roofing problems and had no other option than to find another solution. Business owner non-responsive to multiple requests for repair continuously since job completed. Phone calls, text messaging, and emails were not returned by this company!Because of White Glove's lack of honoring his warranty prior to other servicing, I have no further options than to let a court decide if I shall be re-imbursed for the re-roofing that has and what is yet required. 
Regards,
[redacted]

Thank you for allowing me to respond to Ms. [redacted]'s complaint regarding the job performed on her home.This is the 3rd response from my company, as she has already complained to not only the Revdex.com, but the Consumer affairs division of Akron, as well as [redacted] ( the company which provides...

my financing to some of my clients). In both previous responses by me to the other two firms, I have received nothing from either of those Organizations in regards to them asking me to pay ( or assist in helping to pay) for the damages incurred by Ms. [redacted].I was hired by Ms. [redacted] to replace her roof. I was NOT hired by Ms. [redacted] to replace her spouting. You will not find anywhere on her contract that White Glove Exteriors is to replace her spouting. She initially told me that the roof leaked, and that that was the cause of the damage she received to her home. I informed Ms. [redacted] that if her insurance company, or a structural engineer would tell me that the roof caused the damage, I would be happy to pay for ALL damages. She has called me to complain about nails and debris in her driveway and yard 3 TIMES. My Roofer has been out to her home in response to her calls to run a large magnet over the entire yard/driveway EVERY SINGLE TIME.  She also told me that she had to have her tire plugged no less than 3 times, and I told her ainwould be happy to pay for the replacement of her tire, so long as she could provide a receipt for the work to repair her tire. I have never seen a receipt.When roofing a home like Ms. [redacted]s, which has a very steep slope, we not only install a Roofing Jack ( which is the placement of a 1x10 plank to walk safely on the roof), but we also place a plank DIRECTLY above the horizontal spouting on. Out sides of the home, to help not only the roofers from falling, but debris from hitting the gutters. Also, when placing ladders against the house, the ladders have a device attached to the end called a " Stand off",  which doesn't allow the ladder to touch the gutter.Ms. [redacted]'s spouting failed. Her roof didn't. If we had damaged her gutters, It would have cost my roofer less than $150 to have it replaced, and he wouldn't have avoided paying for it. The bottom line is we didn't damage her spouting, and I'm not in any way willing to pay a single, solitary dime for anything other than the damage she sustained to her tire ( still waiting to see any type of repair bill for the tire).  I have saved all my email correspondence with Ms. [redacted]. She initially stated it was the roof that leaked, then shifted to the collapsed spouting causing the leak. I will be happy to provide any/all correspondence to prove that I have exhausted every effort to please this wonderful woman. What she's attempting to do, is "beat every bush" in hopes that somehow she won't have to pay  her insurance deductible, and that I will.   Its not to going to happen. Very Truly Yours,John *. E[redacted]

I am rejecting this response because:
John E[redacted] provided a 10 year labor and workmanship warranty.  He has not been truthful. Had he communicated in a manner that made me a little more at ease, all documentation would have been provided once I located all that was needed. To address just a few of his false statements:   1. “…Not hired to replace her spouting” that is true. Only roofing was replaced, however in doing so White Glove caused damage to my gutter, which caused additional damage to my home.   2.  White Glove’s contract addresses cleaning of gutters after roof replacement.  Photos taken by one of the other contractors show the gutters filled with debris, “roofing mud”, causing drainage issues.   3. The roof itself did not cause damage.  The damage was caused by poor workmanship for which my warranty covers me for 10 years. This damage, and its cause was identified within the first year.   4.  No planks were used to cover gutters.  I observed and photographed the removal/installation of my roof.  No planks or “stand off” was used with the ladders to protect my gutters from damage.  John was NOT present at the time these photos were taken.   5. I am not really clear on the “all my email correspondence” statement made by John.  We had only two (2) emails that I am aware of: May 8th to which he became angry, and June 26th which he completely ignored. Please see copies of both mailed separately.    6. Our phone conversation occurred when I called and asked him to come out to check the cause of water entering my home.  Initially, I wasn’t sure where the water came from and attempted to rely on his expertise to get to the root of the problem.  I have NEVER said I had a ROOF leak.  I DO know that water entered my home AFTER the roof was replaced. Since he has been uncooperative, I called a few other contractors to diagnose the problem.  They were willing to assist. 7.  The problem was identified as “water being dumped into the window by a debris-filled, bent gutter”.  Please see attached documentation.   8.  John is correct, I have filed complaints with other agencies only to be told he is not willing to take ANY responsibility for damages to my home. Please see attached documentation. His refusal to show up and even look at the problem made that obvious. This failure to even address a 10 year Warranty, refusal to work with me even 3rd parties intervene is just poor business practice.   9.  As far as John’s allegation that I am only trying to get someone to pay my insurance deductible, I have the ability to pay my own bills.  Evidence: an approved loan payable to him for $5,612.00.    The deductible and ANY charges for damages paid out of my pocket should be reimbursed by White Glove.   These charges were avoidable had he taken the time to check on his workers during the time they did my roof. He only showed up to complete contract work and on 10/13/16 when I called him about having to get my tires inflated.  He received multiple calls about the same issue, until I finally had to replace two (2) tires on 2/1/17.  I had misplaced the receipt, but my bank statement reflects a payment of $157.99 to the same shop that did repeated inflations and plugs. Again, please see documentation attached.   10. John was not truthful in stating that neither agency I filed complaints with provided a request for payment/reimbursement. Both agencies ask what remedy is sought by the person filing the complaint. It is part of their process. See attached documentation.   John fails to realize that I can only request money spent out-of-pocket. Why? If I requested the same funds from White Glove and my insurance company, I would be committing FRAUD. Technically, White Glove should be covering the entire amount: Approx $7,000.00 (Still working with Insurance to finalize the amount of interior damage).   I closing, John also doesn’t realize the perfect solution to this issue is for the Insurance to request that ALL charges be paid by White Glove. Perhaps I need to make that request as my 4th complaint.  Clearly, John only cares about collecting money and has NO intention of abiding by the warranty he provided.   I have additional photos that will be sent via USPS. After having several reputable contractors assess the damage and the cause of the flooding into my home, I contacted John E[redacted] again and explained what was found.  He immediately became defensive.  I have NEVER mentioned the word “spouting” verbally or in writing when I communicated with John.  I did tell him the gutters were filled with “roofing mud” (a term I quoted from another contractor) I assumed he would know what I was talking about, he did not know (see email response). I further stated that the gutter had been bent, just enough for the roofing mud and the bend to cause the water to overflow into my 2nd floor window.  This is all identified in the assessment I requested from a 3rd contractor who provided an estimate for repairs.    I explained that during the recent rain storm/wind several wood shingles were removed from the house just above the porch roof.  The tools used in removing the old roof were slammed against the wood causing additional weakening and removal of paint.  My house looked pretty chewed up!  I attempted to address this once the job was completed.  John stated he could give me the name of another company to have this repaired.  He stated this was not part of the roofing job, even though flashing was left exposed.     1. “…Not hired to replace her spouting” that is true. Only roofing was replaced, however in doing so White Glove caused damage to my gutter, which caused additional damage to my home.   2.  White Glove’s contract addresses cleaning of gutters after roof replacement.  Photos taken by one of the other contractors show the gutters filled with debris, “roofing mud”, causing drainage issues.   3. The roof itself did not cause damage.  The damage was caused by poor workmanship for which my warranty covers me for 10 years. This damage, and its cause was identified within the first year.   4.  No planks were used to cover gutters.  I observed and photographed the removal/installation of my roof.  No planks or “stand off” was used with the ladders to protect my gutters from damage.  John was NOT present at the time these photos were taken.   5. I am not really clear on the “all my email correspondence” statement made by John.  We had only two (2) emails that I am aware of: May 8th to which he became angry, and June 26th which he completely ignored. Please see copies of both enclosed.   6. Our phone conversation occurred when I called and asked him to come out to check the cause or water entering my home.  Initially, I wasn’t sure where the water came from and attempted to rely on his expertise to get to the root of the problem.  I have NEVER said I had a ROOF leak.  I DO know that water entered my home AFTER the roof was replaced. Since he has been uncooperative, I called a few other contractors to diagnose the problem.  They were willing to assist. 7.  The problem was identified as “water being dumped into the window by a debris-filled, bent gutter”.  Please see attached documentation.   8.  John is correct, I have filed complaints with other agencies only to be told he is not willing to take ANY responsibility for damages to my home. Please see attached documentation. His refusal to show up and even look at the problem made that obvious. This failure to even address a 10 year Warranty, refusal to work with me even 3rd parties intervene is just poor business practice.   9.  As far as John’s allegation that I am only trying to get someone to pay my insurance deductible, I have the ability to pay my own bills.  Evidence: an approved loan payable to him for $5,612.00.    The deductible and ANY charges for damages paid out of my pocket should be reimbursed by White Glove.   These charges were avoidable had he taken the time to check on his workers during the time they did my roof. He only showed up to complete contract work and on 10/13/16 when I called him about having to get my tires inflated.  He received multiple calls about the same issue, until I finally had to replace two (2) tires on 2/1/17.  I had misplaced the receipt, but my bank statement reflects a payment of $157.99 to the same shop that did repeated inflations and plugs. Again, please see documentation attached.   10. John was not truthful in stating that neither agency I filed complaints with provided a request for payment/reimbursement. Both agencies ask what remedy is sought by the person filing the complaint. It is part of their process. See attached documentation.   John fails to realize that I can only request money spent out-of-pocket. Why? If I requested the same funds from White Glove and my insurance company, I would be committing FRAUD. Technically, White Glove should be covering the entire amount: Approx $7,000.00 (Still working with Insurance to finalize the amount of interior damage).   I closing, John also doesn’t realize the perfect solution to this issue is for the Insurance to request that ALL charges be paid by White Glove. Perhaps I need to make that request as my 4th complaint.  Clearly, John only cares about collecting money and has NO intention of abiding by the warranty he provided.   I have additional photos that will be sent via USPS.