Promised 2 pro's working together to remove 8ft of snow + ice from roof at $169 an hour. Only 1 guy came, took longer, cost excelled, damage to prop.
I hired Roof To Deck to do snow and ice dam removal from my roof. He told me the process was, they would first remove 8-9ft of snow from my roof edge then steam away ice dams. This Roof To Deck phone sales person promised their services were cost efficient because they send 2 experienced professionals to complete the working together at $169 per hour. He promised that his people were experienced and that by working together progress would be fast keeping costs down to 3-4 hours.
My complaint: At no time were there 2 WTD employees on site at my property. One person showed up to do the work alone, he stood around for awhile, unsure how to handle certain issues. Just one guy setting up went slow. He was missing a tool he needed. He didn't know how to prevent icicles removed from top roof, from damaging porch roof below, he said " if I had another guy here it would be easy." He set about hammering off pieces at a time, which didn't seem smart since the ice was attached to new gutters but I was so unsure about the services, I didn't challenge him when he said it would be fine. He did not remove any snow from the perimeter of the roof, because the partner who was supposed to do that part had decided it wasn't necessary and left before this guy got there. the employee did not have an adequate pressure steamer instead gallons of hot water was used to melt ice, not steam, which flowed onto ground, and formed ice ponds below. After barely getting set up and anything done, He had to break down and leave due to darkness-break down and loading was slow doing the work by himself:. He returned the next morning alone again, and re-set everything up. When I noticed he was packing up I walked outside and saw that there were still icicles and ice dams on the front corner of my house.The problem was STILL THERE. I said "what the heck, you were here to remove those!?" He said that overnight they'd reformed because the 8-9 ft of snow wasn't removed like they were supposed to do.
I was really upset and stated " Why wasn't it removed? Why didn't the other guy do it? Why did you proceed when you knew it should be done? Are you actually going to leave me wiwth the same problem???
So he got out his ladder and did the work of the 2nd guy that never showed and then removed the icicles again.
Later I discovered the 2nd flor storm window located behind the ladder and just below the roof where he was removing ice was broken in the process.
Roof To Deck charged me for ALL THAT TIME and all their inefficiencies: over $1100 to remove 6 inches of snow and relatively small ice dams from my house that has a 1200sq ft footprint. I wrote them immediately a friendly letter explaining everything that went wrong, and that at no time did the "2 professionals workign together to make this go fast and efficnetly" ever happen. I proposed I pay them 450 less than half based on the project the took twice with one guy working alone -plus the the fact the y skipped part of the process so work order wasnt' conducted right AND it was stressful AND it took my time to write them and explain everything. done right, from the start. I enclosed a check with the letter for that amount.
They have turned my invoice over to a credit collector, and refuse to take my phone call at this time. I've left email and vm for the owner, and the foreman.
I would be happy to pay them for the services they described : 2 experience professionals who knew how to get the job done fast and efficiently.
I did not experience that at all.
I'm not in the habit of complaining or haggling over the cost of services, but in this case, I feel I have to stand my ground. I cannot afford to pay for their messed up process and inefficent performance and a broken window.
I have requested they agree to reduce the fee's to $450, or no more than half the amount of invoice, because of every way they misrepresented the professionalism of their people, and the number of people who would be on site to complete the job-and because they skipped criitcial steps eg. they 9 ft of snow removal from roof but didn't do it , which made it necessary for thee emplyee to do the job twice. Further, choosing them to do the work added stress to my life,- it has taken me hours to pursue a fair mutally agreeable compromise and at no time would the owner or foreman return my call or email. I'm a single, workign mom, my time has a value too! I haven't even asked them to repari teh window. I want them to agree to settling it at the $450 payment I submitted within 2 weeks of their appearnce on my property.
Business' Initial Response
On Dec 11, 2012 two Roof To Deck technicians arrived to the ********** residence at 1pm to do the roof raking portion of the requested job. (We were asked to roof rake at an hourly rate of $145/hr and then do ice dam removal at the rate of $190/hr) Technicians job times are also tracked and audited with GPS tracking. Upon arrival the technicians were told by Mrs. ********** that she had already hired a handyman from a local hardware store earlier that day to do the roof raking. She did not inform Roof To Deck of this prior to our arrival. Then at 3:00 one of our ice dam technicians arrived to do the ice dam removal. He worked from 3:00-6:00pm = 3hrs @ $190/hr = $570.
Mrs. ********** requested that we return the following day and so the same technician returned to do additional ice dam removal from 8:45-10:30am = 1.45hrs @ $190/hr = $332.50 and then he did some roof raking from 10:50- 12:50pm = 2hrs @ $145/hr = $290. The job total for two days of ice dam removal and roof raking was $1,192.50.
Mrs. **********, submitted a check along with a letter for the amount of $450 indicating that she should not have to pay any more than the $450.
After several discussions on the matter and hearing her concerns, on 1/7/13 we offered an adjusted total price of $812.50 (deducting 2hrs of ice dam removal work) Mrs. ********** refused the offer, and insisted she would not pay any more than the $450.
We decided to send the matter to collections due to her unwillingness to pay the adjusted amount due. After the submission to collections, we also received a letter from Mrs. ********** that she should not have to pay considering her current unemployment status and as a single mother the need to put food on the table. The letter also stated a claim that a window was cracked during the work. This was never mentioned prior to the collections action, and the technician has informed us that he did not cause any property damage to any of the ********** windows.
The actual balance due is $742.50 which would have been $362.50 had she accepted our adjusted price.
Consumer's Final Response
Roof To Deck has mis-representing the cost and terms of the services they told me they would provide. They have responded :" We were asked to roof rake at an hourly rate of $145/hr and then do ice dam removal at the rate of $190/hr." This is untrue. I asked them to remove ice-dams, they told me the fee would be $190 an hour for 2 professionals working together, on site at the same time. I specifically asked their phone sales person : is the $190 for one guy working alone because I won't pay $190 if that means just one guy is on site to complete the work because it will be too expensive. RTD assured me that the $190 included 2 technicians on site. There was ONLY EVERY ONE TECHNICIAN on site, the same ONE, doing the work which was not time efficient. Furthermore, he did not follow the process necessary i.e., he skipped snow raking and went to ice damn removal, but LEFT without talking to me and came back the next day to do the job. I was not HOME when he left. I left the house at 4:15. When I returned at 6:30 he was gone. He apparently stopped due to darnkness and returned the next mornign because he left the job UNDONE. Furthermore, because no RTD technician did the roof raking they described was necessary part of the process, new icicles had formed at the ONE corner of the house where he'd removed them the afternoon before. so that the "technician" had to repeat the icicle removal to that area. It is at the pt he was leaving that I asked him why the ice damn was still there given he'd just completed the job , and he told me, it was because snow had not been raked from the roof by his co-worker. The "other" technician Roof To Deck refers to in there response, came and left my house without doing any roof raking. The 2 employees were never together on site at my house. The guy that arrived and left, walked around the house, and left, without doing any snow removal. The other employee, his co-worker arrived an hour later at about 3 or 3:30. And stood looking at the house, I walked out and asked what was going on, he was unsure how to proceed, I assume because he knew the roof should have been raked and could see that had been skipped. He also, was missing equip he needed. Bottom-line, Roof To Deck described I was hiring to highly professional experienced technicians who would complete the job working together, and that it would be cost and time efficient. Nothing about this process was cost or time efficient.
With regard to the conversation wherein Roof to deck said they'd reduce the total fee's by $200, (a reduction of approximately 1 hour ($190 per hour from a total invoice of approx $1150, ) I definitely argued that this gesture failed to acknowledge the level of issues that added time to the project. I told them that had they sent 2 professionals as promised, that the job would have taken half the time, and asked them to reduce the bill by half. They did not agree to this.
With regard to the window: I did not notice this right away because of the location of the window in my son's bedroom. He has 8 windows (it was once sunroom) in that room. I did not report it when my son confirmed it had broken during ice damn removal, because it was well after the fact of my initial correspondence on the matter and I believed Roof To Deck had accepted my position and payment of $450. It was after I learned they'd sent my invoice to collections that I brought the damage to their attention.
Business' Final Response
The facts presented in our previous post still represent our stance on this client. We have already offered a compromised discount that we feel goes above and beyond. Our ice dam business and the way that we communicate is tailored for these exact situations where we require our customers to be home. Once we get to the client's home, we are on the clock and working for them. At any point during our process we can be told to stop and the billing will halt. In order for us to go out to a home, there is a verbal commitment to our terms. Once onsite, those terms are played out until the customer says we are done or the work is completed to their satisfaction. Our priority is to help out our customers in a time of need. Our process is built for efficiency due to the fact that we have hundreds of clients all needing our services immediately