ComplaintsforV. Nanfito Roofing & Siding, Inc.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Account# **************1 The job was begun the week of August 9, 2021. As of April 8, 2022, the work has still not been completed. The siding job was sloppily and poorly done, and many repairs had to be done. More repairs are pending.

  

  Business response

  04/26/2022

  I am in receipt of the above complaint and offer the follow information.
  
  The pandemic has wreaked havoc on our business and day to day operations. The labor issues have impacted our company as well as our vendors and suppliers. It has been unfair that Mrs. ****** has had to suffer some of the consequences, however at the end of the project she will have exactly what was contracted for. We have never asked for a deposit or progress payments and never sent an invoice until the day my last technician who worked on her project informed me that Mrs. ****** stated she would have our payment on Thursday 04/07/2022 or Friday 04/08/2022. I unfortunately overlooked the fact I needed to install (2) permanent storm doors in place of the (2) temporary doors that were installed as a courtesy for her convenience and comfort.
  
  On 06/12/2021 a contract was signed, with no deposit requested. There was an extended wait time for materials to start project. The project was started on 09/13/2021 with a newer crew whom we had previously had on smaller projects with our company with no issues.
  
  The crew wrapped up their work on 10/07/2021 and the gutters were installed on 10/27/2021. There was an extended lead time obtaining the black materials required to complete the gutter work. One section of gutter was missed as it was up high on the rear of the home. The gutter crew returned to complete the missed gutter on 12/15/2021.
  
  In the meantime, on 10/13/2021 Mrs. ****** brought to our attention some deficiencies in the work and one of my technicians returned to correct as much as he could.
  
  On 10/27/2021 Mrs. ****** again brought deficiencies to our attention and I had one my technicians return.
  
  There was also an issue obtaining the (3) black storm doors we were contracted to install. On 12/04/2021 we installed (1) black storm door as it was available, and we needed to purchase (2) additional black storm doors which were considered special order items. In place of the doors we were waiting to obtain, we temporarily installed (2) white doors as a courtesy, at our expense, to help keep the home energy efficient through the weeks or months before the special-order black storm doors would be available.
  
  On 01/27/2022, I met with Mrs. ****** and we walked around the home. She pointed out things that she was not happy with. I in turn took pictures of each of these items. I also took pictures of things I found myself that I was not happy with. Some of the issues she had were with the cuts of the vinyl in certain areas. Vinyl does not cut cleanly in cold weather, and I informed Mrs. ****** that we would return when it was a bit warmer and would not have issues with cutting the vinyl.
  
  On 04/03/2022 I brought one of my most skilled technicians to the project. I showed him all of the pictures of the problem areas that I had taken. My technician took his own pictures of every item discussed as well as some new areas we agreed needed repair.
  
  On 04/04/2022 my technician informed me that Mrs. ****** was extremely happy, and that Mr. ******* would have his money on either Thursday 04/07/2022 or Friday 04/08/2022.
  
  On 04/07/2022 my technician finished the discussed repairs on Mrs. ******s project.
  
  On 04/08/2022 we emailed an invoice to Mrs. ****** for the first time since the project started. She reminded us that the (2) black storm doors were not completed and there were some gutter touch ups that needed to be completed as well.
  
  I have never been unwilling to meet with Mrs. ******. As the General Manager I have a duty to do exactly that and have always made myself available. I should have reached out to her immediately after my technician was done but I thought my production manager had done so. My storm door supplier had lost our order for the doors but they immediately placed another order when I contacted them looking for the original order. I had also already obtained the touch up paint for the gutters to complete the repairs.
  
  As always it is our intent to complete the work that Mrs. ****** contracted us to do. We will be reaching out to her to see if we can take care of the remaining issues and close out this project.
  
  
  Sincerely,
  
  
  Todd M*****
  General Manager

  Customer response

  05/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  To Whom It May Concern,
  The following is my response to the information provided by Todd M*****, the general manager of ******* Roofing and Siding, Inc.
  It is untrue that *******, Inc., “never” asked for a deposit. When Joe Lugo, the *******, Inc., sales person, came to my house (with little advance notice) on 6/12/21 to have the first and only six-week contract signed, he did, indeed, request a deposit. I explained it would be 7-10 business days before I could sign and put down a deposit. At that time, Joe said, “Nevermind. No deposit necessary,” and asked me to sign the contract then and there, which I did.
  
  Mr. M***** contradicts himself about the storm doors. He admits he “overlooked the fact” that two storm doors still remained uninstalled, yet his also states that the storm door supplier lost the order, which he, Mr. M*****, would have known. I was not notified that the order was lost, overlooked and further delayed.
  
  Mr. M***** stated the wrong start date. Work began on my property on August 09, 2021, a full month before Mr. M*****’s claim of 9/13/21.
  
  Mr. M***** stated that the project was started with a “newer crew whom we had previously had on smaller projects…with no issues.” “Smaller projects” would not be the siding of an entire house.
  
  There was no consistent and no experienced crew (as acknowledged by Mr. M*****), and no consistent supervision of the “newer crew.” Two men worked each week, and two men changed with each new week.
  
  During three separate weeks, the revolving crew members were asked about whether they were permanent employees of *******, Inc. Each time, they stated that they were not permanent employees of *******, Inc. They stated that they were picked up at Home Depot in Waterbury on Monday mornings.
  
  As Mr. M***** acknowledged, he was aware of and sent technicians to repair “deficiencies,” yet never contacted me directly until January 2022.
  
  Mr. M***** states that two white storm doors were installed “as a courtesy.” This was a full 4 months after the start of the work, during early December. Several requests were submitted for this “courtesy.” *******, Inc., did not offer to install temporary storm doors, nor did they express any concerns about their absence, or to “keep the home energy efficient” (as Mr. M***** stated). At least one winter storm occurred while the doors of my home remained exposed to bad weather before *******, Inc., acquiesced and installed the temporary storm doors.
  
  Almost six months after work began on my property and after numerous documented complaints, Mr. M***** came to review the siding job on 1/27/22. This was the first time I had met him and only the second time I had spoken with him since the project began. The low standard of workmanship was reviewed, acknowledged and documented in photos by Mr. M*****.At that time, Mr. M***** verbally assured me that all of the issues would be resolved and brought up to standard.
  
  The sloppy, uneven cuts in the vinyl occurred during the summer and fall. This negates Mr. M*****’s “colder weather” claim, because the poorly cut vinyl was cut in August, September and October. Instead of repair, *******, Inc., technicians patched the shoddy work with filler, so it now looks sloppy in addition to being badly cut and improperly installed.
  
  Mr. M*****’s claims that I said that I was “extremely happy” and that I said to a technician, “Mr. ******* would have his money on either Thursday, 04/07/22 or Friday 04/08/22” are untrue. Mr. M***** used hearsay to determine the completion of the job, neither inspecting the “repairs” nor consulting with me, the contracted homeowner.
  
  The technician referenced by Mr. M***** talked to me from his truck for at least 20 minutes. He repeatedly mentioned that he, the technician, is Christian, and that he would never “***** ** *****” He discussed his military service, his wife, his child, books he’s read and his struggles in school. He mentioned several times that *******, Inc., has state and federal contracts that they’re dealing with. He repeatedly said, “You’re going to be happy with the work that I do.”
  
  While I provided coffee to the two technicians, I did not, at any time, express that I was “extremely happy” nor did I ever discuss payment or money with any technician at any time.
  
  The technician confirmed that he did not have nor see a punch list or photos from any manager, including Mr. M*****.
  
  It was pointed out to the technician that the gutters remain incorrectly installed, window frames remained bent, damaged, and poorly installed. The absence of storm doors was also mentioned to the technician, before the invoice was received.
  
  Mr. M*****’s reference to inaccurate and untrue third-party information is characteristic of the elusive and even combative communication obstacles *******, Inc., has presented from the beginning of their work on my property on 8/09/22.
  
  Mr. M***** said that he purchased “touch-up paint for the gutters.” This is another example of the disregard *******, Inc., has shown for my property. The gutters don’t need to be painted.
  
  Please note that I recently hired an independent home inspector who identified how and where the gutters were improperly installed on my home. The inspector also pointed out long roofing nails that had been exposed with the removal of the old gutters. The inspector noted that the work was of extremely poor quality and met the lowest standards of installation. These issues remain.
  
  Sincerely,
  
  **** ******

  

  Business response

  05/05/2022

  I was apprised of this situation today and want to intervene to find out exactly what is going on.
  
  I apologize that I did not get involved sooner, however I went through a major operation and was not present in my company on a daily basis.
  
  I would like to visit the ****** home to meet with her and if she wishes, her home inspector.
  
  I can assure you that we will make things right.
  
  I have been in this business for 57 years and we always take care of our customers and back up our work.
  
  I see by reviewing the correspondence that there are some legitimate issues and I would like to meet with Mrs. ****** and address any other issues that she has and to check this work personally.
  
  My cell phone number is ###-###-#### and I would like to connect with Mrs. ****** so that we can make an appointment.
  
  With Kindest Regards,
  Sincerely,
  
  
  ******* *******
  President

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