ComplaintsforRoof Master's Remodeling Inc.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October 2021, Roofmasters was hired by the previous owners of my house to replace the roof, gutters, window screens, and some siding that had all been damaged by hail. They completed the majority of the work including the roof and gutters before we closed on the house and the window screens shortly after. We’ve had a horrible experience trying to get them to finish fixing the damaged siding. First, in November 2021, they removed two pieces of siding from the house, saying they needed those to get a color and texture match for the new siding. After several weeks, I hadn’t heard from them, so I reached out to see what was taking so long. They responded that they weren’t able to find siding that matched the texture of our old siding. Over the next couple months, every time I’d reach out for an update, I’d get the same answer, that they were working on it and would get it resolved soon. I asked them to come and put the two pieces of siding back on my house, so that the house wouldn’t be exposed to the snow and rain. They came back about a week later and replaced one of the pieces, but not the other. I contacted them asking why they didn’t put both pieces back and they said that they had changed project managers and couldn’t find the second piece. Over the next several months, I continued to follow up with them asking for updates on the siding. In August, 2022 they completely quit responding to my attempts to contact them for an update. Finally, in November 2022, over a year after they started the project and 3 months without any update, I found the correct siding at a local hardware store. I sent them an email saying that I had found the siding, in case they wanted to finish the job. After the email received no response, I purchased the siding and installed it myself. Since they were paid for this job as part of an insurance claim, but never completed it, I don’t know what recourse I have (if any).

  

  Business response

  02/01/2023

  We signed a contract with ****** and ****** ***** at **** * ******** ***
  ******* ** *****, for work that was to be completed only per insurance approval on 10/1/21.  His insurance carrier, ****, had approved the trades of a gutter replacement, fascia replacement, window screens and two (2) pieces of siding to be replaced. All works were completed to the satisfaction of the customer / policy holder except for the siding replacement. We supplemented and documented all information to get additional siding brand, color, and texture matched and approved due to the fact the siding could not be exactly matched by our suppliers.
  Insurance responded that Missouri is a non match state and they did not owe to restore more than the couple pieces of siding as only a couple pieces had direct physical damage so that’s all they owed for and we can only replace what is approved / being reimbursed when incurred. We could have at any time installed a similar piece but it would not be the same size, profile, color, and / or  texture. That means you would be able to tell where siding was replaced as it would not match the same like, kind, value, and quality of current siding and that was the issue. The policy holder did not want to be left with siding not matching so we went back to the carrier and got approval for an itel siding match report to be completed. This is where a piece of the broken siding needed to be sent off so the brand, color, and texture could be identified. Once the report was concluded we could not find the siding type and it’s because it was currently and still not available nearby. What was suggested by the report was that a similar kind of siding was  available over 80 miles away. This siding is not the same as current siding but was the closest available match. To properly restore this property the same as it was prior to loss, we would need the same brand, color, and textured matching pieces. If we did repair the 2 pieces the insured homeowner and new home owner would not be satisfied with siding elevation not being the same as before and anyone that comes to the house will be able to see appearance flaws in patch repair with the closest available material match.  We have communicated this info to all parties and spent $165.00 on an ITEL report that verifies whether a type of siding is currently available anywhere and the specific siding that was identified for. All of this was communicated to our customer, the policy holder, of which our work was done with. After not being able to restore the siding, a refund for works that could not be completed was settled out with the policyholder ****** ***** and insurance funds returned. Again, Mr. ***** ***** was not who signed the contract with us to do this work,nor was he  the policyholder for the storm restoration process with the insurance carrier.  To our knowledge did he exist as a person we needed to deal with until we were at the final stages of the work we could complete without further approval from insurance on the siding.
  
  

  Customer response

  02/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  Roofmasters claims in their response that they didn't know that I existed nor that they needed to work with me on this until the final stages of this year long ordeal. This is factually incorrect. My first correspondence with Roofmaters was on November 30th, 2021, less than two months after they started work. I contacted the company via email because neither the siding nor the window screen work had been completed and I had taken ownership of the home a couple weeks prior. *******, the owner of Roofmasters, responded to my email on the same day and we coordinated a time for someone to come out and complete the window screen work later that same week. Over the next 12 months, I reached out to ******* 19 different times via email to try to get something scheduled for the siding. She responded to 7 of my emails, including her last response on August 8th, 2022 where she told me she was working it and would have an answer by Friday, August 12th, 2022 at the latest. After her response on August 8th, I never heard from her again despite reaching out 5 more times requesting an update. 

  The root cause of all of this is that Roofmasters claims that they couldn't find a suitable match to the siding on our house. With a small amount of research and a trip to my local *****, I was able to determine that I could order siding from *****' website that matched the siding on my house. I'm having a hard time understanding how someone with zero construction/remodeling experience was able to find and purchase matching siding that Roofmasters claims doesn't exist or was too difficult for them to find.

  After I found and ordered the siding, I sent them an email notifying them of this and asking if they could come install it. This email went unanswered, so I installed the siding myself. Based on their response, I've now learned and that things changed between Roofmasters, the previous owners of our house, and **** after we took ownership of the house. For some reason, Roofmasters did not communicate this change to me, despite my many requests for an update.

  The two big failures here are both on Roofmasters side. First, is their claim that they couldn't find matching siding. I found and purchased matching siding despite having zero experience in their industry. Second, is their poor communication and customer service throughout the process. I believe I was extremely reasonable with them, allowing a full year to pass and giving them multiple opportunities to respond before raising this complaint. As a customer, the only thing I was looking for was open communication. Any explanation or update would have been better than simply ignoring my multiple attempts to contact them. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof Master's approached me in late December 2021 about storm damage to my roof, gutters and garage doors. My husband and I filed an insurance claim and subsequently, Roof Master's replaced our roof and gutters in early 2022. Other work yet to be completed is garage doors and minor interior work. Since April 2022, Roof Master's has refused to complete work, refused our phone calls and voice mails left. The owner, Nate has called my husband on two separate occasions and will become loud and intimidating resulting in a very negative and almost threatening manner. Now, Roof Master's is refusing to give us an invoice for the roof and gutters so we can submit the claim to our insurance company for final payment. They are also refusing to give us warranty information for the singles and gutters. We have previously paid our deductible to Roof Master's and signed over the initial insurance check. Since we have no communication from Roof Master's by phone or email, we are looking to have this resolved. For the remaining work needing to be completed (garage doors and minor interior work) we have taken that upon ourselves to remedy by other contractors. In doing so, we have ensured this is being taken care of.

  

  Business response

  07/12/2022

  RMR works directly with insurance to get damage covered that way there is not any additional out of pocket costs. We were working with their insurance regarding the interior work and the customers husband was not in agreement with the supplement info RMR representative sent over. RMR even made changes numerous times to the supplement on the scope and all copies were sent not only to insurance but the home owners as well. We sent that 06/23/2022 and also resent it the following day. I'm not sure if there is a miscommunication but we have tried to explain that we have sent what we have and until we hear back on what has been approved from insurance on our final, that we submitted over 2 weeks ago,  then I can not give them a total for what is due because I don't have a final scope to compare those figures. We have called and emailed insurance to followup and have not heard back from them. As soon as we have verification from insurance i can provide with an updated amount once those figures are put into the system. Total amount due at this time without the final being accounted for would be $6472.65 but let me be clear that is what is due no matter what and that amount is subject to increase based off the final approved insurance scope total. 

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