Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I want a new roof for what I am paying for. It started out at $16,000 I paid $8,000. They apparently completed the roof but they had to send ***** back out. ***** is the repair and inspector and he said that it was a bad job. ***** did repair the boots that go around the pipes yesterday and he repaired the eyebrow as well. Personally I think the roof needs to come off and needs to replaced by a different company because it does not look like a new roof. It took them one day to complete the roof and they left in the dark. They ran out of plastic cap nails, so I gave them a bucket and they used those. He did take them off the price. I want a new roof not with used parts

  Business response

  08/10/2023

  To whom it may concern;

  On July 26th Reynolds Exteriors installed the roof for Ms. ***** ******* at **** ** *** **** ******* ** *****.  On July 27th Ms. ******* called the project manager, ****** ******* and started yelling saying the roof was done incorrectly.  ****** tried to find out what the issues were that she had but her argument kept changing.  She threatened to hire an attorney and file legal issues before we had the chance to look into her complaints.  ****** told her he would come out in an hour from her calling and address the issues she had and would rectify them and she agreed that would be fine.  He went to her home and waited for 15 minutes for her to arrive home.  He called to say he was there waiting for her and she again proceeded to yell at him and told him she was not coming because she was not going to deal with it after she had already agreed to meet.  ****** called me (the owner) to let me know what was going on.  I then called Ms. ******* and she did not answer.  She called me back around 7:45 p.m. and when I explained who I was she started yelling at me and threatened to blast the company on social media, hire an attorney and wanted her roof redone.  I told her that I would like to come out to look at and address the issues and she agreed.  I went straight there (was there in 20 minutes).  Upon arrival, both her and her daughter proceeded to tell me how everything was wrong.  She stated that she was a roofer at one time and her brother was a roofer.  She stated that the job supervisor was gone and not on the job site 100% of the time.  My wife was with me and we were able to separate the mother and daughter and talk with them individually.  I asked Ms. ******* to show me the issues.  One issue was the eyebrow of the house that had the siding J channel turned up and some step flashing showing along with some fascia trim bent out.  I explained that neither of these issues were a problem and we would get them taken care of.  She also pointed out the ridge vent that was wavy and taken to the end of the ridge and was off center approximately 1 inch.  I told her that we would fix that as well.  The issue of the wavy ridge is due to the fact that her trusses used on the house were not roof trusses they are actually laminated I floor beams but we would do the best we can with what we were working with.  She then pointed out the electric mast boot had tar on it.  I explained that we seal it up after we put clips on for extra protection.  I will admit the crew did get a little too much caulk on it so I told her that we would redo that also.  She seemed happy that we came to a resolution.  She did mention that our crew ran out of plastic cap nails on the job and she provided them to the crew along with some plywood.  I explained that those items would be deducted from her bill.  She was in agreement at that point.  I explained that ***** *****, our quality control person, would be calling her Monday to schedule a time to take care of any and all issues.  She said that would be fine and would pay the remainder of her bill once he completed these tasks.  

  On Monday, July 31st at approximately 6:30 pm ***** contacted Ms. ******* to schedule a time to rectify everything.  A time and date was set for August 2nd at 8:30 am.  When ***** arrived Ms. ******* was again agitated and unruly threatening legal action.  ***** has 40+ years of experience in the roofing industry.  He was able to calm her down and rescheduled to make repairs on August 8th.  She agreed and again stated she would pay her bill once the repairs were made.  

  August 8th ***** returned and made the necessary repairs.  She then told him it looked 100% better and was happy.  When he asked her for payment, she became agitated and stated that she would be in the office to pay with her attorney.  He left.

  August 9th I received this complaint.  Reynolds Exteriors and Coatings is a certified Owens Corning Platinum Preferred contractor and we take pride in our work from beginning to end.  We follow Owens Corning install specifications.  Every roof that we install comes with not only our 10-year workmanship warranty but also the 50 years Owens Corning systems protection warranty.  

  Her complaint has no merit and she is just avoiding paying what she owes.

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