Roof Worx LLC

Complaint: [redacted]
I am rejecting this response because:Thank you for providing the additional information that you have. The charges are making more sense now. The contract we signed with Roof Worx (with [redacted]) did not reflect any of the Overhead & Profit charges ([redacted]). My husband and I, being unaware of this and not knowing it would be added onto our final invoice, were dumbfounded by this additional amount. This is because, from the beginning, we were told that the amount on the contract would be the amount that would be due upon completion of the roof work with the exception of the roofers finding a rotted board under the existing shingles that needed to be replaced, in which case Roof Worx would advise the insurance company for a supplement.After my conversations today with USAA (my insurance company) and Justin from Roof Worx, I am almost certain we have just about everything cleared up. USAA has sent the remaining claim payment to me and my husband; and we are ready to send the remaining balance to Roof Worx tomorrow. But first I will need information on my gutters. You stated previously that “Roof Worx installed a factory finished gutter/downspout which is a much better finish that a painted gutter and the factory finish has a 50 year warranty (see AMC warranty details for specifics)”. Can you please provide me an invoice or warranty details on this because I have no idea what type of gutters were installed. Thank you
Sincerely,
[redacted]

Roof Worx was contracted to install the Roof and Gutters only.  The contract authorizes Roof Worx to start work and expend money to progress the work.  Roof Worx is requesting to be paid for the work that was completed prior to cancelling the contract.  Roof Worx pulled a building...

permit, performed inspections, and supplemented the insurance company for items that were missed on the statement of loss.Roof Worx informed the client that they were in their right to cancel the contract and informed them that per the contract, the client agreed to that in the event they canceled the contract, the client per the contract agrees to pay Roof Worx for the work completed on a time and material basis.  Roof Worx did significant work to get the project ready for installation which required getting insurance supplements approved.  Roof Worx does not control insurance companies and must get approval from the insurance company prior to doing any work.  We do this to protect the client so that they do not have any unexpected additions to the price of the project.  In this case, Roof Worx had to supplement for re-decking the roof with new OSB to meet current building code, change a low slope roof to modified to meet code, and double felt a section of the roof to meet current code.  The approved supplements increased the claim $3,483.Roof Worx left multiple voice mails for the assigned adjuster trying to working through the supplement.  Finally, after the client talked to the insurance company, a new adjuster was assigned since the old adjuster was not responding.  The client sent us the name and contact for the new adjuster on 8/16.  This new adjuster reviewed the supplement quickly and approved the supplements on 8/17.  Once Roof Worx received approval,  we called the client to schedule the installation at which point the client said she needed to discuss it with her husband.  Once the husband called back, he said that they wanted to cancel and Roof Worx informed the client about the cancellation terms in the contract.  Roof Worx emailed the cancellation invoice to the clients the same day we were verbally told that they wanted to cancel.  Roof Worx never received a response to that email or two other [redacted] letters other than this Revdex.com complaint.The clients statement that the "money was there" is inaccurate.  The money that the client had was for the ACV amount on the original statement of loss and did NOT include the approved supplements.  If Roof Worx proceeded with the work without supplement approval, the client would not receive this $3483 supplement and the statement of loss for the roof repairs would have been short $3483.  So the money was not there to complete the roof to meet current building code.  Had Roof Worx not received approval for the supplements for the insurance company, the Client may have been liable for the additional $3,483 to bring the repairs up to current building code.It is not Roof Worx intent to harass anyone. Our intent with the emails and [redacted] letters was to get paid for our work.  The client had never responded to the cancelation notices which is why multiple letters were sent.  Roof Worx is expecting full payment of $1548.

The client has requested changes that are not in Roof Worx scope of work.  Roof Worx has documented these changes and requested the client to sign off on those changes.  As soon as Roof Worx gets signoff on the changes, Roof Worx will complete the Work.

This issue is and will be addressed by Roof Worx. Roof Worx met with the homeowner on and looked at the gutter cover section in question of approximately two feet, over the front house garage. A technician has been scheduled to fix the existing gutter cover in the next 10 days.Apparently, the...

homeowner talked to the work crew in April and the repair did not get reported back to Roof Worx, until the homeowner talked to his Insurance company and the salesperson several months later.Roof Worx was not aware the trash the homeowner says was left at his property. We are sorry the homeowner had to clean up after the work crew.The roof has passed inspection by Elbert county and the job was promptly paid for by the homeowner. We appreciate your business and will get the repair processed quickly.

We have spoke to the client a couple of times this week about all of her issues.  The issue with the siding is a result of the age, original installation and type of siding and having to install flashing behind the siding.  During the roofing process, we have to install a piece of flashing...

called step flashing.  This flashing is bent so that half of the flashing is on the roof and the other have is on the wall.    There is one step flashing installed for each shingle from the lowest point to the highest point on the roof/wall interface.  When installing this step flashing, the siding must be pulled away from the wall to enable the step flashing to be tucked behind the siding.  When the siding is old and the type that is on the clients home, it can break and crumble very easily.  When we discussed this with the client she indicated that she had a similar problem with some other siding she had repaired.  She said that possibly not all of the damage was our issue and that she might be willing to pay some money depending on the repairs.  We have scheduled a meeting with the client this coming Tuesday to discuss the resolution of this issue.  Our quality control engineer had noted this issue into our tracking system after meeting with the client prior to her filing this complaint and was in the process of being address.We also discussed the damage of the car that was parked inside her garage.  Roof Worx was never aware of a car in the garage before or during the replacement of the roof.  It is standard practice of our production managers when a job is schedule to let the client know that the garage and driveway should be cleared so the crew can bring their dump trailer for all the debris.  The client did send pictures of the car with debris on it and I told her we would look at the damage when we inspect the other siding issue for a possible resolution of the car damage.  There was no yelling at the client just frustration by the project manager to find out after the fact that there was a very nice car stored in the garage.  The project manager apologized that she thought he was yelling at her and that it was his frustration about finding out about the car in the garage after the roof was installed.The invoice the client received is part of the standard invoicing process for insurance restoration projects that is sent when the roof is complete.  In most insurance restoration projects, we have to send an invoice to the insurance company which includes supplements (i.e. permit) to get them to release to the client any depreciation money they may be holding.  The invoice the client received is a summarized version of what is sent to the insurance company and was not a demand for payment.  The clients project is a little unique because this is an old claim and the client has already received all the money from the insurance company.  In this case, the invoice that was sent to the insurance company does let the insurance company know that the repair was complete so they can update their records.  The final inspection will be scheduled after the siding repairs have been completed.

Initial Business Response /* (1000, 13, 2015/10/03) */
[redacted] had filed this complaint with [redacted] and the Revdex.com (both on the same day 8/14). [redacted] complaint was handled quickly and closed through the [redacted] This Revdex.com complaint was lost in spam and not...

seen until recently when it was resent by the Revdex.com.
[redacted] did sign a contract on 7/23 but the contract was incomplete. No color or product was specified for the replacement of the roof. The sales agent discussed this project with me and we put the project on our expedite list to service this client request. The agent did do a cursory inspection of the property before the contract was signed but only of the roof. The sales agent was not lying that he had inspected the roof. On 8/11, my production manager and I inspected the roof to determine the products and other required job specifics with the intent of installing this roof at the end of August. After that inspection, I discussed the situation with my production manager and the sales agent and I decided to cancel the contract because of the items listed below.
The project was cancelled for many reasons. The property/roofing had many other issues then just roofing. The parapet walls, chimney and other roof penetrations were in disrepair. The state of these items would have made making the roof water tight very difficult. Also, the property is a four unit complex and [redacted] only owns one unit. There were clear signs that the unit adjacent to [redacted] had a leak (there was a tarp over one section). Being a four unit complex would have required connecting [redacted] roof to another roof that is already leaking. Roof Worx did not want the liability of the adjacent property owner claiming that a leak was a result of our work. In addition to the roofing issues above, the back yard had dog feces all over the yard. I actually gagged when I walked through the back gate for the roof inspection. When replacing a roof, all the material removed from the roof has to be thrown onto the ground and then pick up and put into a dumpster. I will not put my crews into an environment with feces all over the ground for their safety (even if [redacted] had is renters clean it up I would not have wanted to be in the back yard). [redacted] was also rude to one of guys before we inspected his property. During the inspection (mid day), the home reeked of marijuana from the renter that was there. While not illegal in Colorado, this is not a place I would want my crews to work in.

The cancellation notice to the client was from the sales agent via email. However, the sales agent missed the email I sent with a cancellation letter (that I authored). I was more diplomatic with the cancellation and did not bring up anything about being rude because I know it would inflame the situation.

[redacted] also claimed that we were cancelling this contract for size of the project. This is false. Roof Worx does 1 to 2 projects a week of this size. Roof Worx had already invested over $400 and we would have preferred to re-coup these cost by completing the project. However, after inspecting the project and seeing all the issues with the property, client, and tenant, we decided that this project would be better to walk away from.

As you know, Roof Worx does not have these types of issues very often and very rarely cancels a contract. Simply this contract was canceled because the issues I outlined above.