Alpha Roofing

[redacted], My name is Ruth A[redacted]; I am Bob A[redacted]'s Sister.  I want you to know that my brother Bob is currently on a missionary trip in Haiti. I called you on his behalf the other day because this complaint came the day before he left for this trip.  He left on Saturday, April 15th and is scheduled to return on Saturday, April 22nd.  He will address this issue first thing Monday morning, April 24th, and is willing to discuss it with your other roofer.  On his behalf we are sorry that you had this experience and for any inconvenience this may have cause you. He is full aware of this complaint and as I stated in a previous response he is willing to keep his commitment for any work he did for you that is under warranty.   Please give him until Monday morning to talk with your roofer and straighten things out. I do not know whether he has the other roofer’s number or not?   I am simply responding on his behalf.  When I called you the other day on his behalf I was simply trying to let you know that he was out of town and would address this once he's back.  However; you hung up on me and stated that I was harassing you.  I was not harassing you.   I'm sure Bob is willing to arrange a meeting to talk about facts and not emotions on Monday, April 24th.  Again, we are very sorry for any miscommunication and inconvenience this may have cause you.Sincerely, Ruth A[redacted]

In response to Complaint # [redacted]:I am a honest roofer and would never ignore a customer's complaint about any work I've done. This customer called me twice and did not leave a return phone number for me to call back. I have every intention of reaching out to this customer to discuss this...

complaint. I did nothing wrong and would never avoid a dissatisfied customer.  Our aim is to privide professional service and satisfy our customers.  Bob A[redacted]/Alpha Roofing

Alpha roofing would like to respond to Mrs. [redacted]’ complaint. Before we begin, we would like to explain the situation stating all accurate facts and truths in regards to this case. We did a roof replacement on Mrs. [redacted] home  12/10/2016. It was a simple and standard hail replacement...

roof job. Upon completion, our project manager checked the roof. The roof was deemed satisfactory from every aspect. Internally we moved forward with ordering a city inspection (which by the way, the [redacted] building department has stated that there could be a delay of up to 8 weeks). As you are aware, a severe windstorm came through [redacted]. Unfortunately it tore off a few shingles from Mrs. [redacted] house before the city inspector inspected her house for the original work we did for the hail damage. While we understand [redacted]’s frustration, it seems that this customer is looking at the wind damage as a testament of the quality of the initial work, which it is not. They are two separate instances.   Below is a brief timeline of events based on our phone tracking software.   -On 12/10/2016 we began construction on her roof. We were not yet done. Alpha received a call shortly after that we put “holes in her roof”. In reality, our crew had to go to our supplier to get additional vents. The holes she was referring to were there to allow for space for the vents that were eventually placed there. Once vents were placed and construction was finished, we let her know that our subcontractor requested an inspection from the [redacted] regional building department.   -on 1/6 she called in and left a message inquiring about an inspection, and that she had been waiting for 2 Months. This is not true, because construction began on 12/10/2016, which is less than a month. Keep in mind, [redacted] Building Dept. clearly states on their website that it can take up to 8 weeks to complete an inspection.   -on 1/9, just three days after she inquired about an inspection, a severe windstorm occurred which damaged her repaired roof. We have her insurance paperwork as proof that this was the date of loss.   -on 1/25 a [redacted] representative by the name of [redacted] came out and inspected [redacted]’s roof and APPROVED the damage and indicated the type of loss as “Wind Damage”. We have documentation to support this. In a nutshell, the inspector came out and realized this damage was caused by wind and approved a new claim. We immediately offered to help the customer. She rejected our offer.   If a car gets hail damage then gets repaired, if another hail storm comes by and da[redacted] the car again, is it fair to say the quality of the first job was poor? We don’t believe so.

I believe we are on the same page. As stated, we have no control over when the [redacted] Inspector will be out there. We have every intention of making the needed repairs once inspection occurs. Typically when an inspection is completed, they will provide a list of things that need to be repaired in order to pass inspection which we will gladly do immediately.  Currently, everything is a hypothetical situation because we don't know what parts of the roof will pass and what will need to be fixed. Again, we are willing to do so immediately upon completion of the inspection and agree with the scope of work. [redacted] says 12 weeks delay, but ultimately, they are delayed and it is affecting us negatively as well. We want nothing more than the Inspection to happen so we can close out this project, but as stated, is out of our control. Mr. [redacted] is not the only customer who's house has been delayed by the [redacted] Regional Building Dept.

First off, we would like to sincerely apologize for the inconvenience Mr. and Mrs. [redacted] has faced during their roof replacement. Construction projects rarely go as planned due to multiple factors. His initial assessment is correct in stating that we had a heavier work load than usual. Multiple...

times [redacted] was listed in a “State of Emergency” due to the severe hail damage, therefore we had a higher volume of projects than expected which caused some delays, however, ultimately, we were able to deliver on the roof replacement. As a testament to the conditions in [redacted], Even the [redacted] Regional Building department has listed on their site that there is up to a 12-week delay on getting an inspector out there to inspect the completed projects. Unfortunately, most customers assume that we are the ones delaying the process when it comes to inspections, but ultimately, we have no control over when the city can send over an inspector. Once a project is completed, we request an inspection be done, however the city is unable to commit to a time for inspection, and they pretty much just “show up” whenever they can get to it without any real notice to the customer or the contractor. In a nut shell, we understand that the customer is currently unhappy with their roof, but we are at the mercy of [redacted] Regional Building Dept. as we cannot move forward until they have made their assessment. Once this step is completed, we’ll be able to resume work and make additional repairs based on what they are needing to be fixed.   To address some of Mr. [redacted]’s concerns, they signed the initial contract and then made his initial payment for the amount of $1,616.22 October 07th 2016. According to our contract, we clearly state that we have 90 days to have the initial repair completed (pre-inspection). If Mr. [redacted] had been waiting for 7 months, he must to had signed with a different roofing company. We have the contract and the first check to verify the specified dates. Another concern expressed was a matter of the Drip edge. Drip edge isn’t a code required from [redacted] Building Department and for that reason Mr. [redacted]’s insurance provider adjuster didn’t want to authorize drip edge installation. As Mr. [redacted] stated, we have been to the property a couple of times to take pictures from the area where the plywood is showing, but his insurance provider is refusing to pay for it at this time. Currently, we have only received $1,616.22 from the $4,588.18 that was agreed between our company and Mr. [redacted].  Our contract is clear that we only will do the work that is on the scope of work provided from the insurance company. We had talked with the insurance adjuster and they already explained it to him. The same adjusters went and inspect the roof and released the payment for it. Once again, our contract is very clear:   (excerpt from contract)  Scope of Work and Material: The scope of the work and materials identified below are the scope of work recommended by Alpha Roofing, LLC. Contracting is not obligated to perform any part of the scope of work that is not approved by the insurance company unless you authorize and agree to pay for the work out of pocket. The insurance company is responsible for a “like for like” product. Upgrades come from the homeowner out of pocket.   1.              The final full payment shall not be delayed while waiting for the city, county or other building inspection department to inspect work.     To be clear, have every intention to complete the roof, we are just waiting on a city inspector to come by to tell us what repairs are needed in order to pass inspection.