Ozinga Roof Systems llc

Case # [redacted] Dear Revdex.com,We are in receipt of your letter dated 11/7/on 11/10/via USPS If you wish to communicate via email going forward our email address is [redacted] First let us apologize for the problem and having to deal with this issue Our intent is to provide the highest level of customer satisfactions and customer service We pride our company and hold our employees accountable for delivering exceptional service and support As Mr [redacted] has indicated in his complaint, Ozinga Roof Systems was the second contractor he hired to work on his roof When we were called out and contracted to do work in the Spring time of We were explicitly hired to replace rotted wood that was under the existing shingles near the bottom edge close to the gutter on the upper right side of the structure We were not hired to do anything else but mainly replace rotted wood We were not hired to find or fix any leaks We had a crew of men on his property for hours and charged him $ Ozinga Roof Systems was removing and replacing rotted wood that was caused by a leak that was previously there from some other location The amount of rot was extensive and wherever the leak or water penetration was occurring from had been happening for and extended period of time We explained all this to Mr*** We were also instructed to use the customer supplied shingles, not ours Mr [redacted] was of the strong opinion that the rotted wood was caused by ice damage which we tried to tell him may be true however, while on the roof doing the work, we noticed that the chimney located above or uphill from the rotted wood needed to be flashed and repaired We informed Mr [redacted] of this and that this could also be the cause of his rotted wood and where the leak was coming from We offered to repair the chimney at an additional cost however he declined At no charge to Mr [redacted] we did however do our best to caulk the area to the best of our ability but provided no guarantee that this would fix the problem Caulking was a quick fix and we used what we had not the job at the time The amount of material was minor however flashing the chimney would have been the right way to fix any leaks but again Mr [redacted] declined to have us do that workWe also at no charge to Mr [redacted] removed his gutter guards, cleaned the gutters and power washed them Water penetration is difficult to determine on roofs unless you can expose the entire area by removing all the shingles Water seeks it’s own path and will naturally gravitate to the lowest point when the leak can be far away at a much higher pointAs far as the poor communication near the end of October, we admit this and take full responsibility Ozinga Roof Systems is a family run business by John and Tonya O*** Tonya passed away unexpectedly on Oct 16th She ran the day to day business operations, front office and scheduling Needless to say, it’s taken us a few weeks to pull everything together and get back on our feet We apologize for the inconvenience and frustration for Mr*** We feel it’s best to just part ways and have Mr [redacted] hire another contractor to do the work that should have been done in the first place Kind Regards,John F [redacted] General ManagerOzinga Roof Systems

Dear Revdex.com, Ozinga Roof Systems prides itself on doing high quality work, providing the highest level of satisfaction and going above and beyond to make our customers happy. Customer loyalty and recommendations are what keep our business going. It’s unfortunate
that it’s come to this and that the Revdex.com has been contacted over this small job. Ozinga Roof Systems offers and advertises a $Roof Tune up. Many times we get customers that have a major leak, rotted wood, need a new roof or have major repairs that our $Roof Tune Up just simply just doesn’t cover We try to explain this to customer but sometimes they fail to understand. The $Roof Tune Up is an opportunity provide a few quick and minor repairs with limited material and labor. We’re usually done in a short period of time and always with a single trip charge. In this situation when we came onsite the first time, we quickly identified to the ***’s that the work needed was above and beyond the $Roof Tune Up and there was a repair that was needed to chimney flashing which had been leaking for some time prior. This leak was causing rotting wood around the chimney. We did not repair or replace this wood. We also noticed that there was a possible leak and repair needed around a fan however the attic fan could not be removed enough due to not enough slack in the electric line feeding the fan. We informed the ***’s that this would need attention from a licensed electrician before any roofing repairs could be done around the attic fan We didn’t set the expectation that we would come back out free of charge to fix this or that it was covered under warranty. On the first trip we performed the flashing repair around the chimney and charged the ***’s $for the repair and trip charge. A short time later we received the call from the ***’s that the electric was extended and we offered to come back out a second time to fix the attic fan. We notified the ***’s that a fee for a trip charge would be required however they declined to have us come back out. Later we received a call from the ***’s about the underside of the wood around the chimney in the attic still being wet. We promptly came out to inspect it under our warranty. This was our second trip to the jobsite We confirmed there was still a leak however this time in a different location on the chimney. It was not a result of our previous work or flashing. That work was performing and not the cause. Many times customers think they have just one leak when they have multiple areas that need attention. We do our best to identify all the possible places a leak could be but we’re not perfect. At that time the weather wasn’t cooperating and performing any repairs wasn’t feasible. We arranged to come back for a third time. During that time we noticed the cement tuck pointing higher on the chimney was bad and in need of repair and a likely cause for the leak. We did go ahead and caulk as much as we could and repaired what we could free of charge. We also contacted a cement mason subcontractor that we use and asked them to come out and repair the chimney tuck pointing that needed to be done. This was the 4th trip and free of charge to the ***’s. It cost Ozinga Roof Systems $to pay the subcontractor. This was well above and beyond the call of duty or warranty work but in the interest of making the customer happy, we did it at our expenseSo when you look at the big picture here, there were multiple problems and we did our best and went above and beyond to make this customer happy. We charged them $250, paid a subcontractor $100, visited the jobsite times, spent hours there and did our best to make this customer happy all for $150. We honestly don’t feel we should provide a refund but in the interest of keeping this customers happy and not bad mouthing us or our reputation, we’d be happy to refund whatever the customer wants up to $150. If they can honestly believe that the work we performed and the effort we put forward wasn’t worth $150, we’ll be glad to refund their money. Sincerely, John F* President of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst of all I would like to inform you that I am appalled at the actions of Ozinga Roof SystemsAfter the initial complaint was filed John O***, owner of the company, personally sent us a text message saying that we should not have contacted the Revdex.com about the work he didI feel this was extremely unprofessional and uncalled forSecond I want to address the issue of Ozinga Roof Systems feeling that this was such a small job, like my hard earned money can be thrown away without careMy husband and I work very hard for our money and do not like to be taken advantage ofI am sorry that Ozinga Roof Systems does not care about their quality of work, but when we hire someone to do a job on our home we expect and deserve to have the job done correctlyI see that $does not mean a lot to Ozinga Roof Systems, however it has cost us over $to fix a problem that never would have occurred had Ozinga done the job correctly in the first placeI also want it to be known that the leak we had was so minor when we initially contacted Ozingga that it was not high on our list of things that needed attention immediatelyThe only reason that we contacted Ozinga and went through with the job is because we were promised that he would fix the leak, that it was an easy fix and that we would no longer have a problem with itThe only thing Ozinga is good at is making promises. Now since a big deal was made about how little this job was and what we were told was going to happen, I will type directly from the paper that was written and signed by John O*** himselfIt states that:1) Remove old flashing2) Installed new flashing around chimney3) Sealed chimney and POWERFAN (which was never done)All work warranted for years. So if it was written on this warranty paper and signed by John O***, why would we ever think that we would be charged an additional fee for them to come back out and fix what they had promised to do in the first place? This is just not rightI would also like to inform you that yes John O*** did come out a couple of times, however they are lying when they say they did actual work every timeThe first times that Ozinga came to the house he literally went onto the roof, stated that all of his work was perfect and he did nothing wrongThen when we informed him that we had pictures before he did any work and then had taken pictures right before he came that day of all the damage in the attic from the leak he was supposed to have fixed, all of a sudden he found an area that "might be the problem" and promised to come and fix itOzinga does nothing but lieHe is also aware that we are still considering legal action. He also wanted to know why we informed the Revdex.com instead of complaining to himWell I will tell you why, for there are many reasonsThe first one being that O*** has a bad temper that was extremely evident the first time we called to complainSecondly, if he had done horrible work the first time around, then "fixed" the problem when he came back in December and the leak was still happening, then why would I want him to come back again? Obviously the man does not know what he is doingI want the leak fixed the correct way and Ozinga just does not know how to work on a roofThe last reason I complained to the Revdex.com is because I do not want anyone else to be taken advantage of the way we wereWe have had to put so much more money in to our roof than we ever could have imagined, considering the minor leak we started out withIt makes me sick to my stomach that these people are allowed to work on other customer's property. Last but not least, a complete refund is the least that Ozinga Roof Systems can do for usAfter all, they made it quite evident that $is not that muchSo it won't be too much to return to us for work that was not done.
Regards,
*** ***

We're sorry again that your continuing to have problems Our position doesn't change and we feel it's best if you call a third roofing company to come out and examine the project and work with them on a resolution to find where the water intrusion is coming from We did our best with what you were willing to pay and furthermore you didn't take or trust our original diagnosis of the problem Kind regards,Ozinga Roof Systems.John

Since this customer is considering legal action against Ozinga Roof Systems, we have been advised by our legal representative to decline to comment on this matter and won't be responding to any further communication.   We apologize to the Revdex.com.

Case # [redacted]Dear Revdex.com,We are in receipt of your letter dated 11/7/2016 on 11/10/2016 via USPS.   If you wish to communicate via email going forward our email address is [redacted]First let us apologize for the problem and having to deal with this...

issue.  Our intent is to provide the highest level of customer satisfactions and customer service.  We pride our company and hold our employees accountable for delivering exceptional service and support.  As Mr. [redacted] has indicated in his complaint, Ozinga Roof Systems was the second contractor he hired to work on his roof.   When we were called out and contracted to do work in the Spring time of 2016.  We were explicitly hired to replace rotted wood that was under the existing shingles near the bottom edge close to the gutter on the upper right side of the structure.   We were not hired to do anything else but mainly replace rotted wood.   We were not hired to find or fix any leaks.  We had a crew of 3 men on his property for 4 hours and charged him $400.  Ozinga Roof Systems was removing and replacing rotted wood that was caused by a leak that was previously there from some other location.  The amount of rot was extensive and wherever the leak or water penetration was occurring from had been happening for and extended period of time.   We explained all this to Mr. [redacted].   We were also instructed to use the customer supplied shingles, not ours.   Mr. [redacted] was of the strong opinion that the rotted wood was caused by ice damage which we tried to tell him may be true however, while on the roof doing the work, we noticed that the chimney located above or uphill from the rotted wood needed to be flashed and repaired.  We informed Mr. [redacted] of this and that this could also be the cause of his rotted wood and where the leak was coming from.  We offered to repair the chimney at an additional cost however he declined.  At no charge to Mr. [redacted] we did however do our best to caulk the area to the best of our ability but provided no guarantee that this would fix the problem.   Caulking was a quick fix and we used what we had not the job at the time.  The amount of material was minor however flashing the chimney would have been the right way to fix any leaks but again Mr. [redacted] declined to have us do that work. We also at no charge to Mr. [redacted] removed his gutter guards, cleaned the gutters and power washed them.   Water penetration is difficult to determine on roofs unless you can expose the entire area by removing all the shingles.  Water seeks it’s own path and will naturally gravitate to the lowest point when the leak can be far away at a much higher point. As far as the poor communication near the end of October, we admit this and take full responsibility.  Ozinga Roof Systems is a family run business by John and Tonya O[redacted].   Tonya passed away unexpectedly on Oct 16th.   She ran the day to day business operations, front office and scheduling.    Needless to say, it’s taken us a few weeks to pull everything together and get back on our feet.  We apologize for the inconvenience and frustration for Mr. [redacted].  We feel it’s best to just part ways and have Mr. [redacted] hire another contractor to do the work that should have been done in the first place.  Kind Regards,John F[redacted]General ManagerOzinga Roof Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]There was no offer to do anything, except explain away everything with partial truths and outright lies. He never followed up on our complaint by calling me and looking at the problem in person or sending one of his men to look. The bill that I paid did include extra leak fixing around the chimney flashing, indicating that it wasn't done right and that what he did would fix it permanently (almost). How can he detail the problem without an on site inspection? He can't!

They did my roof in one day! They honored my $500 off coupon which really helped in my budget for my roof replacement much appreciated! From start to finish very informative the communication was great the workmanship was top notch and the lifetime warranty was a bonus! I would recommend them over and over