ComplaintsforSam’s Roofing Materials, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a recap of the similar content I emailed the company.On February15, 2024, Ivisited ***'s Roofing Materials **** to purchase roofing materials to fix the roof of my house, which had suffered severe damage due to the recent rainstorms. I was advised by my insurance to wait until I received approval before continuing the work on my roof, albeit the materials were already purchased.However, upon arrival at the store onApril30, 2024, I was shocked to learn that the materials had allegedly been picked up, according to their records. This misinformation and apparent miscommunication left me utterly perplexed, as no one picked up the materials since I hadn't received approval from my insurance to continue the work on my roof.I still possess the receipts for the roofing materials, which clearly indicates that they were purchased by me on the aforementioned date and they did not collect the receipt from me. Allegedly, the date and materials were stamped, no signature, as if someone picked it up already. There must be a more solid method to demonstrate where the error occurred.I went in person multiple times to figure out what happened. I first spoke with *****, and the owner a couple days later. After a *****, and quite disrespectful, interaction I sent them an email letting them know about the situation. No response. Since I was in dire need of the materials, my contractor went again to their store to purchase the same exact materials we purchased back in February 2024. But yet, no answer as to who picked up the previous order.

  Business response

  07/12/2024

  Dear Valued Customer *************************,

  As a family owned business, we deeply value our customers and take pride in offering the highest standard of professionalism, providing quality materials, and strive to do our best to meet the roofing material needs of our clientele.   As discussed with you, on April 30th, although we have empathy for your situation, we wish you would have reached out two months prior.  Your date of purchase was February 15th, as indicated in both our records and your receipt.  But unfortunately, the first time we found out about your miscommunication/ dispute with your own roofer, the only other time we heard from you was May 3rd in an email bringing your unfortunate circumstances to our attention.  Because we are in the business of offering professional customer service to our clientele, we have set in place a series of procedures to ensure the accuracy of filling every order as well as keep detailed files on every staging of materials. Because of this, we are able to give you a detailed account of your order that could possibly assist you with precise dates if you plan on reaching back out to the contractor you hired to purchase materials with you and complete your job. As reflected on your receipt, you came in to purchase your materials with your contractor on February 15th.  You asked to use our three day maximum staging service as your contractor would be coming back to pick up your materials that Friday or Saturday February 16th or 17th. You gave us your contractors name and he gave us his phone number as they are both requirements in staging purchased material in order to insure accurate pick up.  On each of our stagings, our clients are given a personal staging number that is both notated in our duplicate copy of your oder to fill, as well as your receipt. Then all materials purchased are circled on then receipt which signifies that your materials have been set aside for you or those you notate on your staging document to pick up for you.  As you can see on your receipt, your number was "96".  Because this identifiable number can only be linked to one's purchased products, customers often will take a picture of the receipt for those they had designated to pick up so that they keep the receipts in their possession. Without this aforementioned staging number, it is imposible to pick up staged materials from our lot.  According to our records, your contractor who's name and number was staged on your staging invoice, picked up your materials on Friday, February 16th.  Just like you had asked for upon purchase of your materials.  We hope these dates help you in reaching out to your contractor.  Best Regards, ***'s Roofing Materials, Inc.

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