***** ******** dba Weathers Exteriors bid on a total roof replacement and met with the insurance adjuster and myself. Mr. ******** was given a copy of the adjusters estimate. Standard operating procedure is for the contractor to do all items on the estimate. The roof was installed and neighbors told me how much better the new roof looked compared to the old roof. I thought it looked OK from the street too. Mr. ******** called and asked for the first check, which I sent him. I am hanging Christmas lights and notice the drip edge is missing along with other aluminum trim, which is hidden by the gutters. Mr. ******** had told me he was going to be out of the country until after the holidays, so I wait to contact him. January 5th I received a call from my insurance adjusters saying they received an invoice from Mr. ******** stating the work was complete, that they should issue the second check. I informed them the work was not complete; I also learned Mr. ******** invoiced for the drip edge that was never installed. I contacted Mr. ******** and asked why a drip edge wasn't installed; he told me I didn't need one that the angle wasn't right for one, that maybe he could makeshift something? I mentioned a couple of other problems and he said he would be out later that day or more likely Thursday to look at the roof. When Mr. ******** is out on Thursday afternoon and learns I know he billed the insurance he changes and says he won't bill me for something that he didn't install, which makes no sense as he tried to get the money from the insurance without letting me know or sending me a copy of the invoice? The bank sent out an inspector who looked over the roof who was shocked to see all the problems.Including a corner with very crooked shingles with a nail through and missing deck wood underneath. Felt notched around other missing deck wood.
Product_Or_Service: New roofing system
Too many problems, the roof needs to be removed and done correctly!I would like a refund and have a different roofing company do it over!Compensation for missed work, unnecessary wear and tear on my furnace due to contractor damaging intake / exhaust pipe system.This description is in no way a complete summary of all the problems with the roof! Mr. ******** will not send me the required paperwork, including his liability insurance, bonding, etc.
Contact Name and Title: ***** ******** - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *********@weathersexteriors.com
To whom it may concern,
Below is a list of the issues as stated by my client and my responses to them:
1. "Standard operating procedure is to do ALL ITEMS in an insurance estimate."
- This is simply not true for 2 reasons:
1) There are often several trades that are approved in the same claim, and each client can choose which trades they would like us to complete. For example, with this particular client, there were gutters and window screens that were approved and we were not planning on completing these trades. This is often the case on most other insurance claims with other clients of mine as well.
2) There are often reasons why some items can not be installed properly on some roofing systems, even if they are approved by an insurance adjuster, as is the case here with the drip edge. The fascia board is too far away from the decking to install a standard 1 1/2" drip edge on this clients roof. We ordered the drip edge with the intention of installing it until my foreman made the determination that it would not fit properly, and if we installed it, the drip edge would push up the starter and first row of shingles. Thus making them more prone to wind damage in the future. This would potentially cause a much bigger problem than not having drip edge. I am more than happy to provide our material order to show that it was initially ordered. In addition, we subtracted the drip edge from our invoice, as we should have. However, we did have drip edge on our estimate that was sent into our clients insurance company because it was already on the initial estimate from the adjuster, but as stated, we never had any intention of collecting funds allocated for the drip edge, which is reflected on the invoice that was sent to our client. We only gave our client one invoice with his balance due, so I don't see why he would assume that we were trying to collect the money for the drip edge. I would be happy to provide documentation of this invoice as well.
- I am not sure what this client is referring to when he says that the "drip..... ALONG WITH SOME OTHER ALUMINUM TRIM" was not installed. The drip edge would be the only aluminum trim along the gutter line.
- Because our client asked me why we did not install drip edge, I offered to install some custom made drip edge to make him feel more comfortable. I also asked our client if there was any water coming in between the gutter and the fascia board when it rained, and he said no. Therefore, I told him that I believed his roof would function properly without drip edge because his roof has a normal 4-5/12 pitch, and the purpose of drip edge is to protect the fascia board from water run off, for which the problem would be indicated by water running down in between the gutter and the fascia board.
- I WOULD BE HAPPY TO INSTALL A CUSTOM MADE DRIP EDGE TO SOLVE THIS PROBLEM, as I said I would when this was discussed with the client initially.
2. "The bank sent out an inspector who looked over the roof who was shocked to see all the problems.Including a corner with very crooked shingles with a nail through and missing deck wood underneath. Felt notched around other missing deck wood."
- First of all, this issue was addressed with our client immediately when I arrived on the aforementioned Thursday, and I agreed to have my foreman come out and repair the wood that was sticking up as soon as possible. This area is located on the back left elevation of his house. Upon discussing this repair with our client, he EMPHATICALLY STATED that he wanted to meet with my foreman so that he could discuss the two issues (drip edge and the wood sticking up on the back left corner of the roof) BEFORE WE DID THE REPAIR! I told him that was fine with me, and that we would be in contact within the next few days. My foreman and myself proceeded to call our client 10-15 times in the next week or so, and got no response from this client. My foreman even went to our clients house and knocked on his door several times. Our client appeared to be home at least one of those times, but chose not to answer the door for whatever reason.
- Second of all, the bank "inspector" is typically not a roofer nor someone with extensive roofing knowledge, from my many experiences with meeting them anyway. However, I would be more than happy to MEET HIM/HER OR ANY OTHER QUALIFIED ROOFER AT OUR CLIENTS HOUSE TO DISCUSS ANY ISSUES WITH THIS ROOF, AND TO FIX THESE ISSUES, as I have always intended to do!
- Finally, a second problem area in regards to the decking was never brought to my attention until I received the complaint notice from the BBB. If there is in fact a second problem area, I will be more than happy to have this area repaired as well.
3. "...unnecessary wear and tear on my furnace due to contractor damaging intake / exhaust pipe system.This description is in no way a complete summary of all the problems with the roof!"
- This client has a furnace intake that looks just like a regular plumbing pipe jack. My foreman did not realize this and so he tried to install a standard lead flashing over this pipe, as anyone would for a plumbing pipe jack. It did not fit properly, of course, as this system has a new type of furnace intake that we had not seen before. Therefore, I PAID THE GUY WHO INITIALLY INSTALLED THIS FURNACE SYSTEM TO COME FIX IT, WHICH HE DID! As a result, I don't know how this could still be an issue.
- I would be happy to supply the receipt for this work as well!
- On a side note, the guy who initially installed this furnace system and did the repair, is actually the neighbor of this client, and he apparently installed this same furnace system on many of the houses in this neighborhood. So I don't see how his work could be deemed inadequate or not complete. Not to mention, we also replaced the roof for this neighbor (who has a construction background), and he is perfectly happy with our work. We also replaced the roofs for 3 other neighbors around this client, and they are all pleased with our work as well. This client can attest to that, since it was his neighbors who referred him to us in the first place!
- In regards to this client saying his description of problems with his roof are "no way a complete summary of all the problems with the roof!", I am not aware of any other issues on this roof. However, if there are some, they will be taken care of immediately, as long as the client is cooperative in allowing us to do so.
4. "Mr. ******** will not send me the required paperwork, including his liability insurance, bonding, etc."
- I was NEVER asked to supply a copy of our workers compensation and liability certificates to this client. I would be more than happy to supply these certificates to ANYONE who asks for them. I ALWAYS give a copy of our insurance certificates to ANY CLIENTS who REQUEST them. We do not carry bonding certificates, as we are not required to, and there is no need to since I do not collect ANY MONEY until the roof is completed. This is verified by our client in his "complaint status", when he mentions how he sent in his first check after he looked at the roof and was happy with the way it looked.
- This complaint came as a big surprise to me. After talking to my client and addressing his concerns, there was nothing that led me to believe he was planning on filing a complaint with the BBB. To see that the complaint was filed on January 29 and myself and the client had communication via email on February 6th, 2015 with no mention of any further issues other than what had already been discussed, is disturbing to me. The reason being, the communication on February 6th was regarding me sending my client documents required by his mortgage company to release the remaining funds for his roof, and he knew that I was, again, out of the country during this time. Therefore, I would imagine that he also knew that I would have no knowledge of this complaint at that time, which I did not. In addition, I would have to assume this client knew that since I was out of the country during this time, it would take me awhile to respond to the BBB, which would make me look bad. I'm not sure if this was done intentionally, but it sure looks to be that way.
- I am not the type of person to EVER turn my back on a client and not accept 100% accountability for any work performed by my company! This is reflected by my BBB accredited status as well as by my rating on the BBB and *****'s list. Not to mention, as a small business owner, I have more references on my website than any larger roofing companies that I know of.
- In summary, I hope to finalize any and all repairs for this client as soon as possible, and hope that we can come to a REASONABLE AGREEMENT in regards to how to do exactly that. REMOVING AND REPLACING THIS ROOF is ABSOLUTELY UNNECESSARY, and I will be happy to have a conversati