PHD Communications, Inc.

We installed Ms***'s roof in On Friday, March 4, we received a call from the homeowner stating there appeared to be a dip in the roof when looking from the outsideOur technician went out to inspect the roof and found that the dip was caused by a piece of plywood/rafter that was
installed incorrectly during construction.This is a structural problem and not due to the roof being replacedOur technician took several photos and explained the situation to Ms***Ms*** understood and was in agreement with the findingsIn Ms*** called our office again to report a leak in the bathroomWe attempted to set up an appointment to inspect a second time and after several attempts to contact, we did not receive a return phone call

Guy Roofing will be happy to set up a second inspection with Ms***We can have Paula, from our office give her a call to set something up next week

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 Bathroom had a vent which I had to get help to get installed and when they installed the roof they just covered over it i'm not even sure if it is still even venting in the attic if the house has too much moisture it messes up the heating a/c system eventually as this is what happened before I had to get help to get a new system so it concerned meno one discussed this with me and I was home all the days of the installno one asked me any questions about it or how I would like it handled I wrongly assumed it would have a new vent on the new roof

During the customer’s roof install a heavy rain storm occurredOur installation team attempted to tarp the roof as quickly as possible but unfortunately water did get inside the homeThis was not due to negligence during install, it was an act of nature that we had no control over Guy
Roofing did take responsibility and pay for mitigation and all damagesWe will be happy to provide documentation if necessaryWe are deeply sorry for the inconvenience this has caused the customer but after all interior damages were corrected, we installed a top of the line roof and feel that the customer is responsible for paying for thatDue to the inconveniences she experienced, we will be happy to offer a ten percent discount on her final invoice

Guy Roofing wants nothing more than to insure that our customers have a quality roof system. There is a work order in process to correct ** & *** ***s concerns Our Operations Manager has talked with them. This work order is scheduled for Tuesday
October 10th,

We have made contact with our customer, Mr*** and Guy Roofing will be repairing his window next weekThe customer is not upset and let us know that he tried to retract his complaint, but was not allowed to

We are aware of the issues and have been in contact with the customer consistentlyOur repair crew was at the home last on 7/27/After investigating the situation, it is our professional opinion that their chimney needs masonry work because the bricks are falling apart and causing the leakIt
is not an issue with the roofing work itselfIt was communicated to the homeowner that they will need to hire a brick mason to fix the chimneySince receiving this complaint we have tried reaching out to the homeowner three times and have not received a phone call backIf there are any other issues since our last communication with the customer on 7/27/we will be glad to address them

The response from Guy roofing didn't address the total complaintThe third party sub contracted crew was not here when the storm was rolling in, by the time they arrived back from lunch it was already raining as they were trying to tarpTearing off the entire roof to the plywood then leaving the property for over hours is negligent not an act of God, when Guy roofing rescheduled for the rd time initially I mentioned to Stephanie that I was not comfortable with the weather forecast for that Saturday, it was a 60% change of heavy stormsShe reassured me they would take precautions thank God I was here, The last I knew the third party contractor was not even paid for the roof it took them 1/days to complete, they showed up at my house weeks later asking why Guy roofing cancelled their $20K dollar check so I almost had to call the police for harassmentThen there is the advertisement and misrepresentation of their company and who will be doing the actual work on your home and terrible customer service that goes along with itThis complaint to the protect individual home owners from being taken advantage of by a larger company who would rather do commercial contract and large jobsThe only reason they paid the restoration company for the repair is *** was going after them in subrogation, this process took almost months to be handledNot to mention that in the original insurance claim I had Hail damage to of the screen on my home ( of which you need an ft ladder to get to and the wanted me to remover them) that they were paid for replacing and were never replaced

Customer has spoke to Amanda in our office on September 6th and she was made aware that we issued the credit for the electrician

We are in agreement with moving forward with customers request to install a shingle roof on the existing bay window with the newly installed copper roofPaula in our office just spoke to Mrs *** and she has agreed that weather permitting we will come out on next Friday September 15th to install the shingles and take the copper offAgain we will not be charging for this but we will also not be providing any credit for the already installed copper roofAs for the extra material , our production warehouse sends extra material on all jobs to prevent our crews from having to stop work if they run into an issue with not having enough materialSo if customer saw extra material that was unused , it was due to this and is a occurrence for production and we cannot provide any credit for this material to customer. Thanks

Mr*** called in and wanted us to come out to look at a leak on his roof. We sent an estimator out and charged a $trip charge as we do for all repair leads. If customer agrees to allow us to do the work after we give them an estimate, the trip charge fee comes off of the job
price. I have listed below the communication that *** entered after he went out to see the Mr***. *** explained to Mr*** the following: The valley needs to have ice and water shield installedCustomer said he was hoping we could caulk it, because he has no moneyI told him we could try to finance the repair for him, and he said he's going through bankruptcy and that he couldn't I then told him I may be able to try to get an in house payment plan approved for him, and he said he couldn't because he has no control of any money he has because of the bankruptcy and that it was going to have to just leak and eat the $trip chargeI asked him what he was expecting to spend, and he said not much at all just enough to add some caulkingHe walked inside and said have a good day I am not sure what Guy Roofing could have done differently

Our records indicate that we attempted to contact her after the inspection to make sure she did not have any other questions and she did not answer or return our call (Thursday, Mar 24, 03:PM) & after she called in the last time, we returned her call and did not get an answer or a response (Monday, Jan 8, 03:PM). I have attached the pictures that were taken during our inspection showing that the rafters were not installed properly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this does not resolve my complaint.
The last phone conversation on July 7th I was told that they would schedule a time and I stated that needs to be taken care of as soon as possible, was told they would contact me the next week (July 11th ) No response from them that week.No response from them until I filed this complaint
Regards,
*** ***

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, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I expect Guy Roofing to have a Quality Assurance roofing professional walk/review the entire roof to make a statement in writing that the roof is complete and has been installed correctly.
Regards,
[redacted]

Good afternoon, Cindy –  I wanted to give you an update on Mr. [redacted]! I have spoken with him over the past several days and assisted him with his claim paperwork. I had a reprehensive go to his home on Tuesday to collect the shingle samples and take the required photographs. I sent his photographs to the [redacted] warranty department and filled out the majority of his paperwork for him to send in. Mr. [redacted] has everything he needs to finish the claims process. Please let me know if you need anything else from Guy Roofing. Thanks so much!!   Raven G** Marketing SpecialistGuy Roofing

We have reviewed this case and apologize for the delay in having the work complete. We had to special order the customer’s shingles which added additional time. This particular color is not one we keep in stock and this was necessary to avoid any mismatched coloring with the existing shingles.

Customer contacted our office on Aug. 1st to voice concerns over some of our workmanship. Since this date, we have been out to his property three times. Due to the nature of our business in giving each customer the same amount of time and dedication to their issues it is impossible to keep...

appointments as we take them in the order they are received when coming out to look at quality issues or repairs. This is why on some occasions customers are not provided a specific time and our tech came out as requested to inspect the property based on the customer’s concerns. Also, to clarify the invoice complaint, Mr. [redacted]’ roof replacement was due to an insurance claim and per his contract we performed and invoiced the job per his insurance estimate he provided to us. All of the insurance claim invoices are not itemized due to the fact that it is redundant from the insurance estimate. After the customer posted on our social media site yesterday, three different managers received the message and all attempted to call him immediately. We would like to know the customer’s desired resolution at this point as we are getting no response from emails, phone calls & direct messages to his social media account. We certainly apologize for any inconvenience and are only here to provide customer with 100% satisfaction and are ready, willing and able to accommodate but we would like specific feedback from customer to be able to move forward. Our records show from the representative that came out on Tuesday, September 5th, that customer has a dent on the base of his basketball goal, scuffs marks on window. Please advise.

We have spoken with the customer today and have an appointment to meet with them next Thursday, October 10th @ 10:00 am per their request because they are going out of town.

I am in receipt of Mr. [redacted]' response and again I was one of the many managers that have been trying to call him and message him to provide him a resolution.  I will provide the same response that I was trying to provide to him the day he filed the complaint made aware of his issues which is to find out his desired resolution.  We are happy to provide him with the discount that he is requesting and again I was trying to give him this info and resolution last week when management was made aware of his issues.  I apologize that he had to wait several days by not responding to get this same answer/resolution.  Guy Roofing certainly cares about our customers and want a satisfied customer every time.  We value Mr. [redacted] as a customer and appreciate his business and allowing us to serve his roofing needs.  We are in agreement to credit his account the total of $1228 and just to clarify the pictures have been reviewed before the complaint came in.  There is a process of reviewing such damages or issues and sometimes it takes a little longer for the approval due to having to go through different channels within management to get the resolution, in the end we always do what is fair and right by our customers. Unfortunately Mr. [redacted] didn’t get the answer he would have eventually received in an expedited manner and for that I apologize.  We regret that the customer has had issues and mishaps and we truly are glad to be able to oblige and meet their requests. We will have a document for him to sign and send back to us and once it is received, we will have the credit issued and send an updated invoice out to him to pay.  Please confirm by what method he would like to receive the form. Thanks