American Building Solutions

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
[                                         ...⇄ September 6, 2016     To:Revdex.com of Eastern MA, ME, RI, & VT290 Donald Lynch Blvd, Suite 102Marlborough, MA 01752-4705 Re: Response to SR Services response to complaint #[redacted]Dear Sir/Madam,I write in response to Mr. [redacted]s letter to the Revdex.com in part to correct major inaccuracies in his response. To begin, his insinuation that expression of our concerns to SR Services began in June of this year is in error. Our earliest recorded concerns were voiced to Mr. [redacted] on Feb. 29 when $603.66 was withheld from a final payment because of a misunderstanding about the treatment of the gutters. As both parties had a hand in this matter he agreed to reinstall 2 gutters for the cost of materials. This was done. Two weeks later I had a total hip replacement which put me out of commission for several weeks. My wife, [redacted], was recovering from her own hip replacement procedure on January 25. On April 11 we contacted Mr. [redacted] concerning the fact that SR Services had installed ridge caps rather than ridge vents and he agreed to check out this complaint in person. After a series of SR Services cancellations he arrived on April 21. Due to ordering errors on the part of [redacted] who sent the wrong color vent, on June 2-3 the ridge vents were finally installed. When SR Services was done with that installation we were left with a broken ridge vent which is clearly visible in the picture that the Revdex.com has on record.During the interim of 4/21 and 6/2 my wife had repeatedly informed me that the roof looked wrong to her. She could see “rivers”, or irregular patterns in the layout of the panels. I assured her that this could not be the case. When I finally looked at the roof from the angle that she advised, I could see clearly that she was correct. This problem was pointed out to Mr. [redacted] on 6/2. His position was that he could not see any irregularities in the installation. He assured us that he would look into it and all matters would be handled to our satisfaction. He also told me that SR Services wanted $1200 for work done on the gutters. In a series of emails to Mr. [redacted] we requested a clear response to our concerns. Such a response did not come.By June 6 my suspicions about Mr. [redacted]s plans prompted me to contact [redacted], the chief engineer at [redacted] in Ottawa, Canada. Based on 2 pictures that I sent to him of the same section of the roof he concluded that, “… on some of the rows the tiles are lined up with no staggering at all. This becomes a weak joint for future leakage”. That day I emailed those pics to Mr. [redacted]. The next day he and [redacted], a [redacted] rep, came for another inspection. I mentioned my email from Mr. [redacted] and his warning. Mr. [redacted] agreed that the problem should be addressed. Mr. [redacted] again assured me that whatever needed to be done would be done. At that time SR Services contacted Mr. [redacted] whose conclusion was that the installer can use any pattern he likes as long as the pattern looks evenly staggered, which is not the case on any part of our roof. Mr. [redacted] again inspected the roof and other installation problems on June 14, assuring me that he was working things out with “[redacted]”. After many emails and one personal visit to SR Services office, on July 21 we finally received an email from SR Services stating their current position which is to replace that one faulty section of roof. On August 1, I sent SR Services a formal complaint and rejection of their position by certified letter which, after 2 failed attempts by the [redacted], was finally accepted on August 17. We have tried to work through our issues with SR Services since February rather than since June 6. Perhaps our medical issues are a poor excuse for being tardy with our formal complaints but it does not negate the basis of those complaints.It is an important point that SR Services’ decision to redo one section of the roof is based on the assessment of [redacted]. His position was based on two sets of pictures, one sent by me and the other sent by SR Services. My pictures show the roof head on while those of SR Services show the roof at an oblique angle. SR Services pictures do not show the un-staggered  pattern which even SR Services agrees must be corrected. I contend that if Mr. [redacted] had head-on pictures of the entire roof his conclusion would apply to the entire installation. Mr. [redacted] email to SR Services releases the installer to use any pattern he likes as long as the staggered appearance results in the intended design of a real shingle roof that will not leak, or as he puts it, “as long as it looks aesthetically good”. SR Services missed that mark entirely. Any aberration from those instructions should have been approved by my wife and me rather than by SR Services. I do have to ask, why not follow the manufacturer’s installation instructions? Does SR Services continue to use the unsettling pattern that is on our roof?As for SR Services reaching out to us on many occasions to settle this matter, that is a humorous distortion of facts. Correspondence with Mr. [redacted] occurred because I hounded him with telephone calls and emails. He held up appointments for days and, in at least one case, for over a week. The tactic used on the [redacted]’s was to make promises, in the most endearing manner, that our satisfaction is paramount. Meanwhile, SR Services was working out the least costly retreat from their failure: a $25,811 failure.For now I have one last matter concerning the letter sent to the Revdex.com by Mr. [redacted]. He states that I bragged about the roof to my neighbor. That is not only false but insulting. It is true that my neighbors based their decision to use SR Services to install their metal roof because of what they thought they saw on our house. Parts of their decision may have been different had they spoken to us first.  Also, my neighbor’s roof was done by a different “only installer” of SR Services metal roofs who did follow the manufacturer’s installation instructions. Perhaps there will be more on that later. Attached please find 2 pictures of 2 other sections of our roof which show the same un-staggered pattern as the picture that you have currently on file. Also find a copy of the rejection letter that I sent to SR Services on August 1 by certified mail. I thank the Revdex.com for interceding in this matter. At the very least we can hope to contribute to corrections that may have benefits to future customers of SR Services. 
[redacted] ]
Regards,
[redacted]