Shelter From the Storm Roofing, Inc.

Mr [redacted] sent me an email that he received his payment???  Could the Revdex.com please check with Mr. [redacted] and verify that he received his refund???  We did Mr [redacted]s roof years ago and everything is A-ok.  He just found a different route with his gutters and leaf protection and even though he was past the 3 day time period we refunded his full down payment as I promised him.  Please verify with him.  Thank you!!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I mailed the cancelation letter on the following business day. I was not past the 3 day limit.I  received the refund in my front door on Sunday afternoon. 
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]

This project was completed in 2013.  This contract has NOTHING on it regarding "gutter protection".  I have attached the original contract for the viewing pleasure of the Revdex.com.  Having gotten to know Mrs. [redacted] and understanding her situation, we as a company decided to perform a...

random act of kindness and offer free Gutter Protection for her which we installed upon completion of the roof.  She seems to have an area of the roof now where the gutter protection is missing.  Friday was a missed appointment by our company due to an illness in the company.  Phone calls were made to Mrs. [redacted] on Friday explaining that.  We were trying to get there on Saturday or Monday.  We actually have a crew heading there (Monday) as I type, to remedy the situation.  I would appreciate the opportunity to follow-up with the Revdex.com when the situation has been remedied.  It pains me to respond to a complaint of an installation that was performed out of the kindness of our company heart.Thank you.

On the agreement I signed the, the place where the additional woodwork should have been written, was left blank.  This led me to believe there would not be any additional charges,  that is why I placed my intials on it.  The statement indicating I did not allow access to my attic is a lie. If Shelter from the Storm is such a professional company, why would your representative M continue with the contract if he is stating I did not allow him access to my attic? Plain and simple your representative M did not ask to go see my attic.  When I was asked by the second guy B to have access to the attic, I allowed him access. I called the lady that was in my home at the time, and told them they were the roofing and to allow them in. I felt the inspection had already completed by M, if not what was M doing on my roof for over 2 hours and how did he come up with the price agreed on?  Does M have enough traing to distinguish between asphalt shingles and cedar shake shingles? I have not agreed to any additional work, I wanted to see a revised proposal, if they would compromise, and get close to the orginal contract.  I am not the expert on shingles. I would understand a small margin of error, but this is twice the cost.  I would not have expected this from such a reputable company, that came highly recommended. Tell us why here...

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.
I have received the deposit refund check in the amount of $850 on 1/29 but did not receive a lien release.  Once I receive a release showing that I have no obligation to Shelter from the Storm and that they have no lien claim on our home, I will consider this matter closed.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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.
This would have been an acceptable resolution, had he actually followed through. He claims to have mailed payment on Tuesday, and I have not received it as of Friday.
Regards,
[redacted]

[redacted], your refund check was mailed.  If you don't receive it in the next day or two please call me and I will personally deliver it to you.Thanks.

Our agreement with Miss E. states that - any additional woodwork will be charged at an hourly rate.  That clause is a line item on all of our agreements.  Miss E. even initialed the separate woodwork line item.  This clause is required on every agreement with every customer as upon...

tear-off and demolition, there may be instances where additional woodwork is required.  In Miss E’s case, our salesman M was denied access to the attic by Miss E on the original visit.  Due to that fact, we sent out our measure technician to verify measurements, landscaping, disposal placement, etc.  Upon arriving our technician was now granted access to the attic by Miss E’s mother’s caretaker.  Upon inspection it was determined that the home was originally built with cedar shake shingles which were now under the asphalt shingles.  The cedar shake shingles must now be removed and have OSB sheathing installed on the entire roof deck in order for the shingle warranty to be in good standing.  We informed Miss E of that fact and now she is adamant that we stick to the agreement per her message here.  BUT there will be significant additional charges.  We are always upfront with all of customers with all of the facts of a project.  We could just go ahead and tear–off the roof and charge the additional cost for the cedar wood shake removal, disposal and the OSB sheathing installation but that would not be prudent.  So we let Miss E know upfront that her home does have cedar shakes and what the additional cost would entail.  I, as the owner of Shelter From The Storm, called Miss E and again explained the predicament.  She agreed that there would be additional costs and asked me to send her a revised proposal which we did. She also said her attorney said we have to stick to the original agreement which we will, but again, additional costs would be there.  I would be more than happy to speak with Miss E’s Attorney, take depositions from all involved if necessary to prove that we have done everything in our power to again do what is right for our clients. The revised proposal was mailed to Miss E’s home on Thursday 6/30.  She had indicated that she wanted it sent USPS mail only.  If she has not received it I would be happy to email to the Revdex.com so they may  forward to her directly or simply email it to Miss E if she has access to the computer where she penned her remarks here? To summarize we have 3 scenarios that are available for Miss E: 1.    Perform the project per the original signed agreement and add the additional woodwork cost to the final invoice 2.    Perform the project per the new revised agreement that has the woodwork costs already incorporated in the price 3.    Refund Miss E’s down payment   Please let us know how we should proceed.  Thank you

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.
I had someone review the original contract, not only did Shelter From the Storm not do the agreed upon work on the contract, it was also not done in the agreed upon time. No where on the contract are there contingencies regarding access to the roof or further inspections of my roof.  Can Shelter from the Storm and I reach a compromise? What I really need is for my roof to be done.   
Regards,
[redacted]

Hello [redacted],In accordance with your email of 4/13, I have received several quotes for leaf guards on my home to fulfill our contract.  The attached quote from Leaf Guard is the lowest I have received.  The others were from Key Stone Builders and  Leaf Filter. So, to satisfy my complaint with Revdex.com, and get leaf guards that are actually screwed onto the roof and not fly off the roof with the first wind, I would like to know if you are in agreement with the attached quote. Please let me know soon as I want to get this work done within the next couple of weeks.Thanks......[redacted](last email from Shelter dated 4/13/16 is below)

That refund was mailed out on Friday September 1st.  I will check with homeowner tomorrow (Wednesday) to make sure it was received. Thanks,[redacted]

On Tue, Feb 23, 2016 at 6:07 PM, [redacted] <[redacted]> wrote:Mr. [redacted],Today I received the physical lien release as requested.  I appears that it was hand delivered and taped to my front door.Please feel free to close the complaint.  Although I am extremely disappointed in the with the entire experience, I have received my refund and lien release.I thank you and the Revdex.com for your assistance in the matter.[redacted]

Shelter from the Storm showed my wife and I what the leaf protection product looked like and how it would do the job. I was skeptical as there are so many types of products out there. I must admit the company installed the product promptly (on a weekend even) and when spring arrived we have had no problems with the helicopters from the maple trees whatsoever. During the heavy rains there was a little splash over but did not cause any problem. There is not one tree growing in the gutter anywhere, and by this time last year the gutters were impassable. NO PROBLEMS WHATSOEVER / PRODUCT OR COMPANY. John & Jeri Eagle WI 2017

Review: When deciding which roofing company to use we were excited to find a local company who could use the business, and had what we thought were decent business practices and reputation. We were promised if we contracted with Shelter From the Storm we would receive a brand new I-Pad 3 as part of a promotion they were running too, making them more appealing than the others. Not only did we have some issues during the completion of our roof i.e. incorrect, yet acceptable (we thought) items (vents, stripping, etc), needed to complete the work, we also had difficulty reaching the company after they felt the work was completed other than waiting on the vents to be found for the job!!! They eventually installed an 'equivalent' of some sort. Howeve; we have since notified the company of some serious roof "ice damning" over the winter, to which it was explained by [redacted] to me that "it was just a particular bad winter that way", leading me to be concerned about those very vents being sufficient in the long run, and wether our warranty would be in tact the way it was done...... or if we even would be able to get help with any warranty work at all! Then to top it off... we never did receive that I-Pad3 we were promised either!! [redacted] did contact me in early spring of this year (after I finally left message I would take action if I hadn't heard from them) to confirm he had issues getting these I-Pads, but promised he would be here with one soon, asking me to give him a few weeks to do so. To no avail... and once again they are no longer responding to my calls!! We chose this company based on this offer, and the fact they were a "family" business who is local... I regret this decision, and no longer trust the company to be honest regarding the integrity of the roof, leaving me to worry as to my roof being as sound as it should be today. It will be a year next month since all this started and the roof was originally done! I am now at a loss and no longer trust them nor want to deal with myself.Desired Settlement: I would like for them to pay to have another roofer, (perhaps of our choice) confirm the integrity of our roof! I suppose I would be happy to use warranty if this is fitting, however; I have no clue what to do with this really, nor how to go about this since I do not trust Shelter From the Storm anymore at all!! I am very unsure if it is "normal" to have ANY kind of ice damning on a brand new roof installation???!!! They even required a new gable vent system... we were told we had to have this system installed rather than the original system so the warranty would be approved..... even though we did not have this problem with our roof prior to this!!! Perhaps they could suggest a way to make me comfortable in this not being a problem down the road on my lifetime warrantied roof??? Then... I also obviously want our IPAD3 as promised in our contract..... preferably before it is obsolete!!

Business

Response:

[redacted] of the company I will personally deliver the iPad as promised by our supplier at the time. We have had to purchase 6 units as the supplier did not follow through with their promotion. This will be the last unit as was discussed in May. The issue with soffit vents was finding a correct panel to match. We could not find the exact panel used so we finally had to manufacture a panel that functioned and looked good. The house meets the Net Free Area ventilation standard between 150:1 and 300:1 ratio. I will deliver the ipad unit on Monday 7/29 and address any ice dam concerns at that time. The roofing system installation we installed has been installed correctly, following all manufacturers specifications. We did not install a gable vent system we installed a ridge vent system. The warranty for the workmanship and the shingles are non-prorated and last for 50 years. We will address any issue that may arise during that timeframe as fulfilment of our warranty promise as we have done for all customers for the last 17 years.

Consumer

Response:

Hello,

Review: [redacted], from Shelter from the Storm, roof company, has not completed the contract I have with him. Material that was used on my gutters is not what was agreed upon. I have been in contact with him many, many times over the last year only to have appointments set up and he never shows. Today, 4/8/16 he was to be at my home to look at the gutter leave protection that his company installed, which is not what was agreed upon, and again, he was a no show. This is about the fourth time. I feel I have no other recourse but to ask for help from the Revdex.com in getting this resolved with him. His company boasts "best customer service" which I have not had.Desired Settlement: I want him to uphold the contract which clearly states what is company was to have installed and clearly has not.

Business

Response:

This project was completed in 2013. This contract has NOTHING on it regarding "gutter protection". I have attached the original contract for the viewing pleasure of the Revdex.com. Having gotten to know Mrs. [redacted] and understanding her situation, we as a company decided to perform a random act of kindness and offer free Gutter Protection for her which we installed upon completion of the roof. She seems to have an area of the roof now where the gutter protection is missing. Friday was a missed appointment by our company due to an illness in the company. Phone calls were made to Mrs. [redacted] on Friday explaining that. We were trying to get there on Saturday or Monday. We actually have a crew heading there (Monday) as I type, to remedy the situation. I would appreciate the opportunity to follow-up with the Revdex.com when the situation has been remedied. It pains me to respond to a complaint of an installation that was performed out of the kindness of our company heart.Thank you.

Consumer

Response:

Hello [redacted],

Review: I contacted Shelter from the storm to get a quote to repair a leaking roof. [redacted] promptly visited my home, evaluated the problem, and proposed a course of action to repair the issue (12/8/15). At this time [redacted] said that if we scheduled that day, the bulk of the work would be completed on 12/15/15 and the interior drywall would be completed after a few good rains to confirm the repair was sufficient.

We wanted to get another quote, so asked [redacted] for a few days. After receiving the second quote, we decided to continue with Shelter from the Storm. I received a call from Shelter from the Storm on 12/11/15 asking where we were on our decision. I let them know that I wanted to move forward with the repair and was told [redacted] would be over around 5pm to complete the paperwork and collect the deposit. I received a call later that afternoon saying that [redacted] would not be able to make it that day, and rescheduled for 2:30pm on 12/12/15. I received a call on 12/12 from [redacted] saying he would be unable to make the 2:30 meeting, and wanted to reschedule again, during this call, [redacted] mentioned that we wouldn't be able to get on the schedule for Tuesday, but we would have the repairs done by Christmas. We decided that we would meet on 12/14, and [redacted] would meet me at my place of work to finish the paperwork and collect the deposit. [redacted] arrived at my place of work on 12/14 and again said the exterior work would be completed by Christmas and that [redacted] would be calling me in the next day or two to schedule. I signed the agreement and gave [redacted] an $850 deposit.

On 12/21/15, I had still not heard from anyone regarding scheduling our repair. I called Shelter from the Storm at 9:16am on the morning of 12/21/15 to ask about scheduling our repair. The call was answered by someone, I explained the situation, and was forwarded to a general voicemail box. I left a detailed message, explaining the problem and leaving my contact information, and requested a call back.

Having not heard back, I called Shelter from the Storm again at 3:43pm on 12/22/15. Again, being transferred to voicemail, I left a voicemail explaining the situation, again leaving my contact information and requesting a call back. I also followed up this voicemail with an email to [email protected] detailing the events to date and expressing my concern that the repair would not be completed by Christmas.

On 12/23/15 at 6:12am, I received an email reply from [redacted] saying they had not been able to get to our house yet due to weather and would schedule me for 12/28/15 at 7am. In this email, [redacted] said that he was the owner of the company and was the person who told [redacted] that they would be able to complete the repair in time. [redacted] offered to have [redacted] come out to our home that morning to look at the issue to see if they could do something temporary to mitigate the leaking.

I replied to [redacted]'s email at 6:57am on 12/23/15 saying that all I wanted was some sort of communication as to the schedule of our repair. I said that Monday 12/28 would be acceptable. I explicitly requested that going forward I wanted to be made aware of any changes to the plan.

Around 7:30am on 12/23/15, [redacted] from Shelter from the Storm arrived at our house and performed some caulking around the suspected leaking areas. Later that day we received more rain and the roof continued to leak. I was aware that this temporary fix may not work as they were unsure of the cause of the leak. This is not part of my complaint.

I emailed [redacted] on Sunday 12/27/15 at 10:58am to confirm that they would be coming the following day to perform the repairs, as the forecast was calling for 3-5 inches of snow. I received a reply from [redacted] on 12/28/15 at 7:03am saying that due to the weather, they would be unable to perform the repairs, and they were looking at Tuesday (12/29) to reschedule. [redacted] said that he or [redacted], their office manager, would update me later that day.

On 1/4/16 at 4:44pm, I emailed [redacted] to express my displeasure regarding the repeated lack of communication and constant delays. I also said that due to these factors, I was not confident that Shelter from the Storm would be able to finish my repair in a timely manner or with the very least expected amount of communication. I requested the return of my $850 deposit and a lien release showing no obligation to Shelter from the Storm. I requested an acknowledgement that they received this email and I included the entire email string up to this point in the email.

I received an email response on 1/8/16 at 10:10am from [redacted] addressed to me and [redacted] (Their office manager) saying that due to the weather, they were unable to complete the repair, and that he would honor my request. I immediately replied to both [redacted] and [redacted] and asked [redacted] when I should expect the refund and lien release. I did not receive a reply. I emailed both [redacted] and [redacted] again on Monday, 1/18/16 at 11:48am requesting a response on when I would be receiving my deposit and lien release. I received a reply from [redacted] at 12:04pm the same day that “checks go out Wednesday. Lien release as well. You should receive no later than Friday of this week.”

As of Tuesday evening, 1/26/16 I have not received my refunded deposit, lien release, or any other communication for Shelter from the Storm. I will will also be filing a dispute with my credit card company for the deposit.Desired Settlement: I would like Shelter from the Storm to refund my $850 deposit and provide a lien release showing no financial obligation to Shelter from the Storm.

Business

Response:

That refund was mailed to Mr. [redacted] last week. I will have our office manager now mail another check via USPS Priority Mail and cancel the previous check, I will also send Mr. [redacted] the tracking code for his piece of mind.

Consumer

Response:

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.

I have received the deposit refund check in the amount of $850 on 1/29 but did not receive a lien release. Once I receive a release showing that I have no obligation to Shelter from the Storm and that they have no lien claim on our home, I will consider this matter closed.

Regards,

Business

Response:

The Lien Release was immediately mailed by USPS mail. It was not sent priority mail as originally stated. As Mr. [redacted] has received his refund check and took it upon himself to not cash the check and have his funds reversed through our credit card processing company, we are assuming Mr. [redacted] will be returning the check we mailed to him. We will again send another Lien Release to Mr. [redacted] and a copy to the Revdex.com, even though no work was performed on his home other than the emergency service visit that he is not being billed for. We have done everything in our power to satisfy Mr. [redacted] requests and we will continue to do so.

Consumer

Response:

On Tue, Feb 23, 2016 at 6:07 PM, [redacted] <[redacted]> wrote:Mr. [redacted],

Review: I signed a contract for gutters on 2-12-2016. I put a deposit of $1051.00. After thinking about it over the weekend, I felt the price was too high. Monday, 2-25 was a federal holiday, so I sent a cancellation in writing on 2-26-2016. After several emails, and phone calls with [redacted] trying to resolve the price issue, I told [redacted] to please refund my deposit on 2-26-2016. He assured me it would be mailed on the following Wednesday, 3-2-2016. After failing to receive it, I e-mailed him on 2-8-2016. He replied that it would be sent on 3-9-2016. I have still not received it.Desired Settlement: I would like my deposit of $1051.00 refunded.

Business

Response:

[redacted], your refund check was mailed. If you don't receive it in the next day or two please call me and I will personally deliver it to you.Thanks.

Consumer

Response:

Review: In July 2013, Shelter from the Storm installed a roof at [redacted], home of my mother in-law [redacted]. After Ms. [redacted] passed away, Brown Deer notified me that Shelter from the Storm did not acquire a building permit as promised and the house could not be sold until the $60.00 fee for the building permit was paid. I paid the $60.00 and asked Shelter from the Storm for a copy of the building permit, they did not have one and promised to reimburse me $60.00. I received check number [redacted] dated July 24, 2013 in the amount of $60.00 and promptly deposited the check. On August 8, the check was returned NSF and a $12.00 charge was assessed. After 4-5 unanswered emails and phone calls (same experience when I called for the building permit), they apparently made a mistake and answered the telephone on or about August 12. The lady at Shelter from the Storm said she would mail a check for $72.00 the week of August 19, as of today, August 26, I do not have a check. I called today and had the same experience of an answering machine and unreturned call. All I want is the $72.00 that I am due, you would think that an A+ rating from Revdex.com would not write NSF checks and that they would answer phone messages and emails.Desired Settlement: Send me the $72.00 to cover the cost of the building permit and the NSF check fee.

Business

Response:

I will resubmit a check today 8/27/13. Sorry for any inconvenience. Please let us know when you receive the check. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.