DaBella Exteriors

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.  
Sincerely,
[redacted]

DaBella Exteriors does not feel that this is a valid complaint.Ms. [redacted]’s complaint states: “The GAF inspector came back with items which needed to be fixed on the low sloping roof. DaBella keeps saying they will fix it and then they never do. This is the 2nd problem we have had with the low...

sloping roof. We went with DaBella and paid extra so there would be no puddling on this roof. They have compensated us for their inability to provide a roof that would not puddle (since we paid extra for the procedure.) It was clearly discussed at that time that the 10 year warranty on the low sloping roof would still be intact and GAF would inspect the roof.”Contrary to the customer’s complaint, DaBella Exteriors has never indicated recently that any repairs to the flat/low slope portion of the home would be done by DaBella Exteriors. On 2/26/16 DaBella Exteriors refunded the customer in full for the low-slope portion of the flat roof (refund addendum attached), with includes all materials AND labor, and advised customer that she may seek repairs and service from any other company she wishes as the warranty on the flat roof materials were still covered under the GAF warranty. This refund agreement fully released DaBella Exteriors of all liability in regards to any warranty and service work of the low-slope roof portion of the project, which includes all flashings listed in her complaint. There are no records of any written agreement regarding continued service and warranty on the low-slope portion of the customer’s roof to be performed by DaBella Exteriors. Our contract the customer signed 9/26/15 specifically states that there are “no verbal understandings under this agreement”. Also, the low-slope refund addendum the customer signed 2/25/16 states: “Above additional work is to be performed under and shall be subject to the same terms and conditions contained in the product contract unless otherwise stipulated.”Also, damaged ridge caps were not part of the inspection report by GAF – so if there had been any damaged ridge caps, these service issues were resolved prior to the GAF inspection (attached).Contrary to the portion of her complaint regarding the gutters, DaBella Exteriors is a dealer only. The customer has been advised that all installation, service and warranty work is provided by the manufacturer [redacted], not DaBella Exteriors, therefore no “authorization of work to be done by [redacted]” needs to be done by DaBella Exteriors. It has been advised to DaBella Exteriors by [redacted] that the gutters need to be cleaned of debris to prevent the issues they’re experiencing, but that they’re scheduling a service for this customer.All contracts have been attached.

Complaint: [redacted]I am rejecting this response because:
 
This is not the outcome...

I requested or expected. In fact, this whole situation was made worse when the district manager, [redacted], called me from the Boise ID office. He told me that the reason they couldn't give me a breakdown of the total cost was because "you can't put a price on a name brand". I can only take this to mean that some portion of what we paid wasn't used for material costs or labor, but rather strictly money that Reve Exteriors pocketed. He then admitted that Reve Exteriors is in fact a project management company that outsources all of their work to contractors, which is the polar opposite of what we were told by the Reve Exteriors salesman that came to our home. As for what we were told at the "completion of the project", we were told by the contractor that he would be out the following day, before heading off to Washington, to complete the caulking. We have experienced nothing but lies and untrustworthy business practices from beginning to end. It is obvious that Reve Exteriors doesn't take our complaint seriously or think that the customers have a right to know where their money went to.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I typed the incorrect dates on the above referenced complaint.  The roof was installed in 2014 not 2015.  Date of transaction should be 3/12/2014; Date of first problem 3/19/2014; In complaint summary “Roof was installed 2015” Should be 2014.
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:
The contract specifically states in the first page that no oral agreements will be accepted. We have never received written cancellation of this contract. Due to the unethical practices of this company, we have been placed in an untenable position of having waited 2 months only to be told due to their mistakes they refuse to honor their contract with us. We have been left with a leaky roof going into winter. Other companies we have spoken to ask if this is an emergency & will charge accordingly.Reve Exteriors called us today, right after we submitted the complaint & before corresponding to the Revdex.com & tried to tell us that the technology they used, Eagle View, identified the wrong house, even though we live in the country with no houses close to us that remotely look like ours. The outline was correct as was the address.  Measurements and photographs were taken. Reve Exteriors  should keep their word & honor our agreed upon contract & financial addendum & try very hard in the future to not take advantage of senior citizens or anyone else.  Sincerely[redacted]

We are meeting with this customer at 4pm to come to a resolution on this issue

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.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
There are a few pieces of information missing from DaBella’s response. The original contract had an addendum for the flat roof. If you look at the project drawing on the “[redacted] roofing contract” there is an arrow pointing to the flat roof that says “see Addendum.”
 
I have attached that addendum, called “DaBella Roof Addendum.pdf” from the original contract. The addendum requires DaBella to use a “high density foam tape system” on the flat roof to keep it from collecting water. The installers DaBella hired  (now no longer with DaBella) had no expertise in this area so DaBella’s first project manager (also now no longer with DaBella) asked us to consider a plywood, slanting alternative that would be more expensive, “better “and would do the job.
 
Dabella was more expensive than other alternatives we were considering but the water puddling issue was something we wanted to address. So we were willing to pay extra for some special items like this addendum-described work.
 
If you look at the before and after pictures attached, you can see the problem of puddling on the roof is better, but it still exists.
 
On 2/25/2016 [redacted] authorized a discount (as the addendum clearly states.) This was NOT A REFUND. They gave us a discount because DaBella did not want to fix the puddling problem. This discount did not change the fact that the flat roof portion of the job would still be covered by the warranty in the original contract, specifically WARRANTY NO. [redacted], Line 8: Low Slope Roofing Products Used.
 
Nowhere in the addendum did we release the terms and conditions contained in the original contract (highlighted by Dabella in their response.) 
 
Additionally, my husband and I directly asked [redacted] if the warranty on the flat roof would remain in place and he said yes.  [redacted] said I was picky (I am) and wanted no puddles since we were paying extra and I wanted the roof edge wrapping done like the YouTube videos I watched on the installation of the product edging. That is why we received the discount. I was told by [redacted] the job would still be structurally sound and effective. We also knew the GAF inspector would have to sign off on the project.
 
Additionally regarding the warranty, DaBella made steps to honor the original contract and warranty after the 2/25/16 addendum. They sent folks to fix the flashing, they ordered the GAF inspection (who came 6-16-16 ) including the low sloping roof, they sent Raul on 6/29/16 out to look at the roof in relationship to the GAF inspector’s punch list ([redacted].pdf) and DaBella confirmed with me through email that the warranty would be included. DaBella’s response to Revdex.com includes this punch-list which is all low sloping/ flat roof related.
 
It was not until I read DaBella’s response to Revdex.com, that I ever heard the words “refund” and that there was the false allegation that the low sloping roof was not under warranty. I feel it is so sad that the DaBella is now moving to dishonest statements.
 
Regarding the gutters, [redacted] has already sent a regional manager out to survey the problems. It seems that with the constant changing of personnel at DaBella, the messages were not being passed to [redacted]. In [redacted]’s defense, 2 of the 4 problems were ours and they are sending folks to fix the other two issues.
 
Bottom-line, nothing has adjusted the original contract warranty for the low/flat sloping roofs. The GAF inspector has requested fixes that DaBella does not want to fix so they are trying to ignore their mistakes in their hiring of roofers, go back on their word and ignore our contract.
 
 
 
Sincerely,[redacted]

We had not heard about any issues with this customer until we received this complaint. We have reached out to the customer in an effort to resolve the situation. We have called and left messages requesting a call back. We have not heard from the customer. We were able to get more information from...

the installer and are interested in working toward a resolution.

The customer is correct - as a service to the customer, attempts had been made to go on site to address the GAF repair items on the flat roof area of the home. Since that time, DaBella Exteriors did have completed all absolute necessary repairs on the flat roof of the home for the GAF Liberty roofing material to function as intended, all the while exhausting repair efforts due to the nature of the flat roof portion of the roof replacement project on the [redacted] home falling outside of DaBella Exteriors’ scope of work.DaBella Exteriors stands by their previous response.DaBella Exteriors specializes in steep slope roofing, not flat roofing, and as a directive of the company President, DaBella Exteriors will NOT be performing any more work on the flat roof of the [redacted] home (which again is outside of its scope) and DaBella Exteriors will NOT be crediting the [redacted]s any more money associated with the flat roof of their home.Due to the fact that DaBella Exteriors was unable to complete the flat roof area to their satisfaction in the first place, (as indicated in the discount addendum signed in February), the customer received a $4,000 discount, and in turn, at their discretion, was free to hire a different contractor who specializes in flat roofing, to either install a new flat roof system or keep the GAF Liberty low slope roof materials and accessories they already have and have it completed to their satisfaction as DaBella was unable to do so.DaBella Exteriors sincerely apologizes for the mass confusion regarding flat roof repair, however it is unable to service the flat roof of the home any further, as they are a steep slope roofing contractor and all repair efforts on the flat roof have been exhausted. DaBella Exteriors does not agree to any further arbitration as it did the right thing in discounting the project by $4,000 so that the customer could in turn have the flat roof area completed to their satisfaction by another contractor.No further agreements will be made to carry out or credit toward repairs/completion of the flat roof area of the [redacted] home by DaBella Exteriors.

It is unfortunate that we had to cancel their contract. We have refunded their deposit of $350.00 and included a $100.00 visa gift card as an apology gift for their inconvenience. The monies were mailed out on 9.29.2017. I spoke with the customer today and this matter has been resolved.

Complaint: [redacted]I am rejecting this response because:  Per the inspection, the vents installed were not GAF.   Please provide a COST Breakdown of the items installed on my roof.   I would like to know what brand of vents were actually used on my roof and how much they cost.  Per the inspector from GAF,  the GAF vents are to be installed a specific way and are very costly.  I would like to know what exactly I have been charged for and how much, if not GAF Material.
Per the contract I signed with Reve, I'm supposed to have paid for GAF Venting.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:there's only one house, sooo what area wasn't compleated? Oh thats right the leaking part. No conclusion has been made.Sincerely,[redacted]

We sincerely apologize for any oversite by previous employees. We are issuing a refund and should have this completely resolved with customer receiving full refund in hand within 10 business days or less as we do take care of all of our customers.

Complaint: [redacted]
I am rejecting this response because: They had 3 weeks and never gead back. I called them after receiving a text and someone is to be here 9/7/2017. We shall see
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I do have pictures of 30 + squares of shingles 3 full boxes of nails 2 full boxes of ridge caps shingles. I will convert and get them sent as soon as possible.Sincerely,[redacted]

We have been out to the customers house this week, and are working together to fix the issue with his Bay Window. The service should be complete next week.

Dear [redacted],
We have got the inspection report back from Mike Ruck from GAF concerning the roofing. We scored a 10 out of 10 which is the highest you can score. they have no issues with the install and it is to the level that they expect. I am attaching the inspection report to the case. I have also seen pictures of the roof and it looks beautiful. We added intake venting to the roof as per GAF specifications. Dean M[redacted] The GAF Territory Manager. has reached out to you concerning this venting. He has said that you can call him directly if you have any further questions about them. You can reach him at [redacted]. We appreciate you being one of our customers. Thanks, David E[redacted] Reve Exteriors LLC

We have been in communication with this customer and her install will start on 10.04.2017

They are currently working on a resolution to get the job completed. 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. Sincerely, [redacted]