Studio Copy Center

I am rejecting this response because:I apologize for providing inaccurate dates. I wrote the initial complaint in haste and did not have access to my e-mail at the time which would have supplied me with correct dates. The repair from is not called into question. That area has not further issues. The repairs which took place April are the ones that are being referenced. Repair(s) as in there were two distinct areas repaired in 2013. The repair over the garage which is referenced in the response from ACS and the repair which was done in the area over my son's bedroom. The repair above the garage has sustained whereas the repair (tile replacement) above my son's room has not. When the ACS contractor returned in and looked at the roof to provide further repair they indeed acknowledged the repair they provided (tile replacemement) over my son's room in 2013. So I am puzzled as to why ACS is no longer acknowledging this repair. The contractor stated that ACS was not negligible for not noticing that the tile replacement above my son's room was incendental to the leak and that the leak was the due to a larger problem.I DO NOT expect ACS to have completed a FULL ROOF inspection; rather I expected a full inspection/investigation to determine the cause of the leak in the specific area in which they are repairing. To quickly review the area, identify a few broken or missing tiles and assume that is the cause is unsatisfactory as the true cause of the leak existed at that time and was readily identifiable. Rather, a thorough inspection of the area in which they provided repair would have resulted in the identification of the cause of the leak as the other contractors had stated and could have been rectified at that time in which no further damage would have occured.I will say that I was late in providing payment and I aplogize for that. But that was largely due to the fact that I was trying to pay by phone and the admin person and I had trouble reaching eachother (e-mail attached.) However, I should have been more dilligent in contacting them. My intent is not to be contentious or "difficult" but to be treated fairly

In regards the complaint submitted by [redacted] stating that we performed a specific repair over abedroom area, I would like to point out a few facts. Our contract from 2013 clearly states the main areaof concern and where the majority of the repair work was needed and performed. This was over thegarage. Nowhere on our contract does it call for any repair work to be performed over a bedroom. Wehave submitted the contract in question. It is a Home Improvement Contract dated April 10, 2013. Ourleak repair at that time was focused over the garage. It did call for up to 8 broken field tiles to be replaced,however these were not specific to any one area, and are a routine repair for general upkeep andmaintenance.Also of note are the exclusions associated with this contract. We have uploaded and attached this part ofthe contract as well. Please note the highlighted sections. They clearly detail where our leak repair was totake place, as well as what is not included with the contract.As regards the bedroom leak, we were called out 10 months after the completion of the 2013 contract toidentify the cause of the leak occurring over the bedroom in question. We have also uploaded thisinspection report which is a thorough examination of the problem area. It shows evidence of previousrepair work in the affected area, and outlines our recommendation on how to proceed with the necessaryroof repairs. She has claimed that it was a readily identifiable problem, which it clearly is not. Also, anybroken tiles that may have been replaced at or around this area are non-pertinent to the larger problemof the valley that needs to be replaced. She was provided with this information and known about theseriousness of the problem for 10 months and chosen not to pursue any repair work and instead has nowdecided to attack our company, who has proven multiple times that we are very capable of identifyingleaks when asked to, as well as fixing them to her satisfaction.Per her own words, both of our previous leak repairs have “sustained”. We have provided her withproposals that were very detailed and included locations to focus on, not one of them being above thebedroom in question. We have provided her with a detailed inspection of the bedroom leak upon herrequest in February of 2014, and she chose not to move forward with the repair work.As it currently stands, we have not performed any specifically contracted repairs over the bedroom inquestion, and can back that up with evidence.After reviewing the documents, if you decide that we are indeed honest in our business dealings and arebeing falsely accused, we would like this complaint to be stricken from our record, as it has no meritwhatsoeve

I would like to take the time to address the erroneous complaints submitted by this customer. ACS Roofing was hired two times to perform roofing repair work to the customers house. The first time was in 2010. We repaired a leak over the living room area.The second time was NOT in...

the winter of 2012, as our customer falsely claims, but rather in April of 2013 (see attached contract). This time, we were called out to repair a leak in a different section of the house. The leak here was above the garage area, adjacent to the entryway. Completely separate from the first repair.After this, we were called out in February of 2014, 10 months later, to look at yet another leak. Our customer called us to take a look at a leak over a bedroom in yet another section of a house. None of the leaks that we were called out to look at and provide estimates for were in the same area, and in fact were in very different areas of the home. Let me further point out that at no time was ACS Roofing ever hired or contracted to perform a FULL roof inspection. When we are called out for a leak, that is our area of concern. We were not asked, nor do we make it a practice to look over an entire roof system every time we are called out to estimate a leak repair. We do offer full roof inspections as a service that our customers can pay for, however, this customer did not hire us to perform this service. In saying that we DID and SHOULD have inspected everything on the roof, the customer here is either making an assumption or has misrepresented the facts so as to support her false claims.Also, our reputation has been called in to question where there is no grounds to do so, and is damaging to us as a company and business. We are in good standing with the CSLB, Revdex.com, and other business related companies. We have all of our workers comp and insurance policies up to date and have had zero issues for some time. As per the complaint that our price was too high, that is immaterial. We never force or coerce anyone to sign a contract with us. If they do not like the price of the estimate, they are free to sign with another company. This customer obviously trusted us enough and valued our reputation and quality enough to hire us not once, but twice over the course of 4 years. Also of note is the documented existing difficulty of the customer. After completing the repair in 2013, the customer was promptly provided with an invoice, yet failed to make payment within the contracted time. In fact, they were delinquent by 3 months. ACS Roofing was patient and did not pursue further legal action during that time. We think it is better to try and work something out when possible rather than seek legal recourse at every available opportunity.To summarize: We repaired 2 different areas of the roof, were called out for a 3rd leak in a different location, gave our customer a detailed proposal of the problem and an estimate to perform the repairs, and the customer decided not to move forward with the recommended roof repair work. ACS Roofing's desired actions:We would like this provably false complaint expunged. We are an established business with a proven tract record of quality and honest business dealings. This complaint is wrong and has no merit whatsoever. It is the plea of a customer who decided not to get work done on the roof and are reaping the consequences of inaction. We should not be held responsible.I have attached the first page of both contracts that we have with the customer. We also have email communications as well as the estimates given to our customer clearly outlining the specific locations of the repair work as well as excluding areas of repair outside of the written work scope. Please let me know if you would like to see these as well.