PHD Communications, Inc.

Mr. [redacted] contracted with Guy Roofing to perform a re-roof project on his home in July 2010.  We actually installed his roof on 08/12/2010.  Mr. [redacted] contacted our office in 2011 with a report of damage to his pool liner and our office compensated him for the report of damage to...

pool liner.  However, we were not made aware of any further issues regarding this project until 2016.  Mr. [redacted] was issued a 5 year workmanship warranty in 2010 when we installed his roof and any such workmanship issues would have been covered during this time period.  In 2016 when he contacted our office we were no longer under his workmanship warranty period as of that time it had been expired for over a year.  However we did have someone look into his reported issue and found that customer had what appeared to be a manufacturer’s defect on his shingles.  We informed Mr. [redacted] of the protocol of handling and reporting a claim to the Mfg.  He stated that he had received some documentation from the shingle Mfg and we provided him with two email addresses to send us the documentation.  This was the week prior to receiving notification of his Revdex.com complaint.  We certainly would like to help him in any way possible in assisting with the claim as the roof itself is in good working order but has some issues that appear to be possibly a defect in the shingles.  This is not common, but does occur unfortunately from time to time.  There is a process in which you have to submit items and documentation to the Mfg and if approved, they will fix the issue.  However, it can typically take a little while to be approved.  This was communicated to the customer, but I understand it can be frustrating.  Again, we would like to be able to help but we do have to follow the protocol and process laid out by the Mfg.  Please let me know how we can help in the meantime and also if we can be provided with any documentation that the customer has that we have previously requested, so that we may assist during the process. Thanks

Guy Roofing wants nothing more than to insure that our customers have a quality roof system.   There is a work order in process in our system to correct the fascia issue.  If [redacted] would let us know a date and time that is convenient for him we will be glad to correct the...

issues.

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. 
We are rejecting the offer made by the business because the wet/rotten wood board under the roof was not replaced as discussed prior to having the new roof put on.  There is still a leak where the flashing was not done to code per other expert opinions and needs to be redone.  There is also still water leaking around one of the vent pipes which was pointed out prior to having the roof done.  Other issues that I did not even mention in my initial letter include:  lighting on the front of the house that was disassembled and no longer in working condition (our project manager J.P. is aware of ), the lead pipes that need to be replaced (J.P. is aware of) and the other damages to the property that J.P. was going to have resolved.  Yes, we have discussed these issues numerous times but the work has not been completed.  It is very frustrating to have had so many text messages and a few meetings about completing the job, yet nothing has been done in 2 1/2 months.  I have not had multiple phone calls from Guy Roofing to resolve this.  I received 1 voicemail today.   I was unaware that someone had come out to the house on 7/27.   I work in the hospital and am with patients so I am not able to answer my phone at all times during the day, but I do respond to messages within 24 hours.  The flashing and new shingles were done in early May.  In order for this job to be completed, we would like Guy Roofing to come out and correctly do the job they were hired to do.  In addition, be able to answer some questions we have regarding the step flashing on the roof that we have been told by a few roofing experts, was not done to code.  
Regards,
[redacted]

Cindy  Paula P[redacted] our work order specialist talked with Mrs. [redacted] yesterday afternoon and confirmed with her that if weather permitting we have scheduled with her to be out next Friday September 15th 2017 to take the copper roof off and install the shingles to the bay window area.  This is the communication that is documented in our system Called Mrs. [redacted] to discuss scheduling us coming out and taking the copper off and replacing with shingles. Weather pending we have set this for Friday September 15th. She set the day.Paula P[redacted] Thursday, Sep 7, 2017 05:15 PM  I am hopeful that this response was delayed in being sent to us and the customer submitted this response before they received our call.  If not, please advise . Thanks    Lisa E[redacted]

Hi [redacted], Sorry to bother you again but Guy Roofing is not following through on what they claimed they would. I asked for documentation on what date they would redo damaged copper roof with upgraded Duration shingles in color Driftwood. I keep getting the same answer "it has to be scheduled". This is starting to affect my husband who is disabled. It's a job that can be done in less than a day. I do not see the need to take further action if only they would do what was agreed upon

We installed a shingle roof for customer and installed a copper roof on a bay window for them.  The copper work is custom fabricated to fit customers window and was installed per manufacturer’s details and specifications.  Customer was not pleased with the appearance of the copper and was...

comparing it to her neighbors copper work on their home.  I do not have anything in my notes or reports where one of our representatives stated it looked like sloppy work.  However, I do have reports from our Operations Manager that went out personally to inspect the roof after the customer reported a complaint and he notes the copper work looked excellent and took pictures of the copper work in question. It is neatly installed and fabricated and fits customers window as it should.  He does note that the customer continually states that she wants it to look like her neighbors.  He tried to educate the customer that her new copper roof is new and her neighbors is more aged.  Copper as it ages, will start to patina which means it will turn a darker copper color, then a brown and then start to appear green.  This is a very attractive look aesthetically to a home’s exterior and we have explained to customer that this will happen but only with time.  There are no other issues with this roof.  We cannot discount the copper work as it was custom work and custom craftsmanship, however, we will be glad to take the copper off and install shingles to this area if the customer so desires but it will not be with a  discount.  The shingles being installed will be no charge but we will still have to charge for the customer copper work performed and installed.   I have also attached pictures of the copper work for review.   Thanks

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. 
It's not what was said by itself it's the entire dealing. I was under the impression that someone would come out to my home and fix my leak on the appointed time. The rains were coming and I had a substantial leak. If I had been made aware that I was getting an estimator I wouldn't have scheduled the appointment. Now let me address the main issue. When the salesman arrived he observed the area that was caulked with the last repair and said it looked intact and then concentrated on the valley. He took a couple of pictures of the valley to show me the problem I didn't see any problem with the valley and felt more like the caulking had degraded and was causing the problem. I was assured by the salesman that wasn't the case and the valley was to blame. His quote was never given and all that was discussed with me was it's pricey and a full barrage of questions about how I could pay for the "pricey" job. He's accurate when I informed him about bankruptcy and I informed him I couldn't pay for a "pricey" job without borrowing the money from my son. Regardless how I was going to pay for it was asked of me in a insolent tone and condescending to me. I then felt that his attitude was insolent and because of the attitude I wouldn't do business with them. I was never given a true estimate from him. I will also add that  he appeared to be afraid of the roof's pitch and never cleared the ladder and fully got on the roof. Now for the misleading part. I had another roofer come out and within 15 minutes it was fixed. He actually got on the roof. The area of leakage inside the house was six to twelve inches from the wall and if it had been in the valley it would have been 48 to 60 inches from the roof. But he was supposed to know what he was doing. Anyhow the leak was at the caulk site 6 inches from the wall and the valley is and was fully intact. Therefore I am fully convinced that the salesman was only interested in up selling a repair that was not necessary nor needed and my roof repair is a shining example of that. I would have no problem in paying the $50 show up fee if the roof repair would have been diagnosed correctly but it wasn't and really don't believe it would have been corrected by his "pricey" repair that was necessary to correct the leak. I think he had the intention of selling more work than was necessary and had no interest nor the capability to immediately fix the leak at time of dispatch. Therefor since I firmly believe he was trying to take advantage of a 69 year old senior and sell me a roof modification that I didn't need and would not have fixed the problem, and he skipped over the real problem that I should be reimbursed the show up fee. I think he's probably on commission and he certainly wouldn't have made any money on another crew coming out and using a tube of roofing cement to seal the gap that was evident. He mentioned the gap but assured me that it was not the problem. How I was or would have paid for it was not an issue for him as I do have resources that would help me out. By the time he asked me "well how did you expect to pay for this" I had already disconnected from his attitude and wanted him off my property. I only want a refund of the show up fee and an exercise in customer service. Had the repair been accurate I wouldn't have a problem paying the fee but it wasn't and I'm positive the salesman was just that a salesman. I think I caught him up selling and he's only trying to cover himself. 
Regards,
[redacted]

We have contacted [redacted] and his work is scheduled for August 11th, 2016.

I have looked into [redacted] project and it appears that customer signed a contract with us to replace his roof on April 28th 2016.  We replaced his roof on June 10th which was approx. 6 weeks later.  Customer lives in [redacted] and on March 14 2016 there was a tremendous hailstorm that...

hit [redacted] County and the town of [redacted] was one of the worst hit areas in the county.  This caused a lot of people in the area to need roof replacements and that is why [redacted] mentions a lot of his neighbors needing their roofs replaced  also.  There was a wait of approx. 4-6 weeks during this time and that was what the delay was on starting his project.  Customer was informed there would be a wait due to all the damage in the area upon contract signing.  However, upon our delivering of material to customer’s home on June 7th it was reported that two sprinkler heads were damaged and tire marks were on lawn.  We immediately sent out a rep that fixed customers sprinkler heads and lawn.   Customer was made aware and was happy with repairs at that time.  Customer still has 31.5 LF of fascia to be replaced on his home per his insurance scope and our rep has been going back and forth with customer to match up the color for the fascia.  Our rep states that customer and him have discussed several times the color and agreed upon the color to be Almond and there is a work order in the system for this work and we can come out as early as this Saturday July 9th to do his fascia work if that works for him.  I cannot find anywhere in our system where customer was ever informed of July 2nd date for fascia work.  Customer mentions flashing but I do not see any flashing work to be completed.  I am assuming at this time that he is referring to the fascia.  If we could confirm that this Sat will be okay and that the color almond is okay then we are ready , willing and able to come out this Sat to complete this work.  Customer also has not been billed for the fascia work but at this time due to his frustration we would be glad to do this work at no charge.  WE can also give him a credit for the amount of this work even though we haven’t billed for it due to all his frustrations and he can have another contractor to complete this work if he chooses.  It is only our hope and intention to do what works best for [redacted] and to make him satisfied and happy.  I certainly apologize for any trouble or mishap on our end and we sincerely appreciate his business and will do what he wishes concerning this matter.  Please advise.

The consumer relayed to her insurance carrier that she did not want Guy Roofing to do her window screen work and her insurance agent informed us that she would be using another company, [redacted], to do that portion of the insurance estimate. I have attached a screen shot from her insurance carrier (PH is used for policy holder, just FYI). We did not charge her for the window screens, we only charged her for the work we did. Our sales representative also did a final walk through with her after all work was completed and she was satisfied. The consumer has not overpaid Guy Roofing for any work that was done by us or by another company and we are more than happy to waive the remaining $35.00 on her account so that she will be paid in full.

Revdex.com:
Justin came out to the house and did exactly as stated.  I appreciate him and Raven G** for their assistance in getting all my paperwork to [redacted].  I still have the issue of the water coming back under the shingles and hitting the wood but I take it that it is left up to me to fix that, reference to complaint ID [redacted].  
Regards,
[redacted]

After completing the roofing project, our installation crew attempted to clean out the debris from Ms. [redacted]’s gutters but unfortunately could not complete the task because it was pouring rain. Raven, from Guy Roofing’s management spoke to Ms. [redacted] Friday, June 30th around 5:30 p.m. After...

investigating the situation, we confirmed that our crew would be there the next day to finish the job. We confirmed with our installation team that the task was finished and management called Ms. [redacted] on Saturday at 12:13 p.m. and left a voicemail informing her that the work was complete. Our quality control manager has been back by her home a second time to assure that everything is satisfactory.

As always, Guy Roofing makes every effort to provide the best service possible to our customers.That being said, if [redacted] would give us a specific date and time we will be glad to fix his issues..

Revdex.com:. [redacted] called me June 29th at 6:22 pm stating that someone would have my metal up on the 2nd of July. I have nails sticking out of my drip edge and my roof vents are not installed right. I need them fixed before I have damage from rain or animals getting in there. My roof is not done to standards.
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

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. 
Regards,
[redacted]It is amazing how quickly they respond when the Revdex.com is involved, I called for days/weeks/months and even while it was raining down my walls and all calls were met with "we will call you back". which rarely happened. How can they offer a 10% discount on an invoice that is already paid in full ? Do they mean refund? All work and lack of work was paid in full. I will have to take other action and we can consider this complaint closed but unresolved. Agree to disagree Thank you very much,

Mr. [redacted] called Guy Roofing and wanted us to come out to look at a leak on his roof.  We cannot send a repair technician until we are sure of the issues with any roof.   Our standard operating procedure for repair jobs is to send an estimator out to survey the issues.  There is a fifty dollar ($50.00) trip charge for all repair leads.  If the customer agrees to allow us to do the work after we survey the issues and give them an estimate, the trip charge fee comes off of the job price. We will refund Mr. [redacted] his trip charge fee, but at no time has Mr. [redacted] call the office after our estimator [redacted] went to his home and stated that he was dissatisfied about the way it was handled or to request a refund.I am not sure what Guy Roofing could have done differently, we followed our standard operating procedures for repairs which was explained to Mr. [redacted] upon calling Guy Roofing. Please have Mr. [redacted] contact our office in order to have the trip charge refunded.

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. 
Regards,
[redacted]

Good afternoon [redacted]I have been unable to answer  Complaint #[redacted] online.  It will not give me access.  So please accept the following as our response:  In none of our records do we show roofing or reroofing **. [redacted]’s house .  However we do show doing two (2 Contract...

Repairs.  The first contract repair was in  March of 2014.  Which included: replacing two (2) shingles that had  blown off .  We re-caulked four (4) pipe boots and painted the chimney cap black.   Work was completed and paid for in full.   The second contract repair was called in  November 11, 2015 , the roof was reported leaking at the dormer into the bedroom.  Our tech had tried to set an appointment to meet with the customer and  look at the issues and at that time  **. [redacted] would have been given an estimate of cost.  **. [redacted] refused the opportunity to get an estimate.  The following is  **. [redacted] email to that fact.From: [redacted] <[redacted] Date: November 11, 2015 at 12:26:21 PM EST To: <[redacted] Subject: Repair roof [redacted] Per our conversation on the phone today, I am sending you this email with the understanding that you will be repairing the roof without an estimate and I will pay the cost of the repair. Looking foward to hearing from you as soon as possible. [redacted]Upon receiving this email Guy Roofing scheduled the repair.  The leak on the dormer was repair.  Work was completed with the customer’s signature of satisfactory.  **. [redacted] was billed our minimum charge of $[redacted] for the repair. 
[redacted]  [redacted]Office ManagerGuy Roofing[redacted]Spartanburg SC 29307Local: [redacted]Fax [redacted]Toll Free: [redacted]

We have reviewed the customer's file and certainly apologize for any frustration. Our office was in touch with Mr. [redacted] in February of this year regarding his billing issue. It was an accounting/computer error in our system and we have apologized for the error and assured Mr. [redacted] he does not owe...

Guy Roofing any additional money for the work that was performed on his home. We did attempt to contact Mr. [redacted] on August 31st 2016 at 2:09 p.m. for a post production follow up call but we were unable to reach him and left a voicemail. Can we please get some additional information on what Mr. [redacted] is referring to regarding the request for his roof vent to be repaired? Thank you.

We got back in touch with Guy Roofing again. We spoke with Sylvia S[redacted] and she has helped us settle this account. We were to pay $310 and she took off $110 dollars which we approved. The account has been settled  and paid in full.Thank you for your help.Sincerely,[redacted]