The Roof Genie • Roofing & Construction

Service Provider Response

Upon completion of her project, the Customer not only signed a certificate of satisfaction, but also wrote us a really nice, sweet “Letter of Recommendation” praising not only our work and how great the new roof looks, but also our salesman/project manager’s promptness, the roofer’s thorough clean-up, and our professionalism and accuracy of handling her insurance claim from start to finish. So obviously this review not only comes as a complete surprise, but also contradicts the actual events which occurred, and also contradicts her “Letter of Recommendation” for The Roof Genie. PLEASE REVIEW (JUDY’S) THIS CUSTOMER’S “LETTER OF RECOMMENDATION” WHICH WAS DATED ON THE DATE OF COMPLETION OF NOVEMBER 19, 2013, NOT DECEMBER 09, 2013 AS SHE STATES IN HER REVIEW. TO VIEW THIS LETTER, CLICK ON THE “MEDIA TAB” ABOVE. THEN, UNDER DOCUMENTS, CLICK ON “JUDY-LETTER OF RECOMMEDATION” AND OPEN THE DOCUMENT TO VIEW. NOTE: ANGIE’S LIST HIDES THE CUSTOMER’S PERSONAL INFORMATION, SUCH AS; FULL NAME, ADDRESS AND PHONE TO PROTECT THEIR MEMBERS PRIVACY & IDENTITY. PLEASE VISIT OUR WEBSITE TO VIEW HUNDREDS OF LOCAL “LETTERS OF RECOMMENDATION” BY CLICKING THE “TESTIMONIALS” TAB. IF YOU LIKE, YOU MAY CROSS REFERENCE THESE “LETTERS OF RECOMMENDATION” WITH THE CUSTOMER’S NAME AND ADDRESS,THEN DRIVE BY THE PROPERTIES TO SEE OUR HIGHLY PRAISED BEAUTIFUL WORK. REFERENCES WITH PHONE NUMBERS TO ANY OF THE PROPERTIES ARE ALSO AVAILABLE UPON REQUEST AT THE TIME OF ANY ESTIMATE THAT YOU MAY NEED. We DID NOT hire someone else to perform the work. Our crews are in house crews. She may have been confused as our roofing crews are subcontractors (not employees) working by piece work only, which is standard in the “Insurance Restoration Industry.” This job came about as the result of an insurance claim from wind & hail storm damage, which we initiated, met with the adjuster, and got the damage covered by one of our highly trained “Insurance Claim Specialists.” Her deductible was $500.00, which we covered. So the Customer paid nothing, as in $0.00, yet she gave us an “F” on price. Not only did we cover her deductible, but we gave her many FREE upgrades as follows: FREE Upgrade from a 20 year shingle to a 25 year shingle. FREE Upgrade from NONE to ice & water shield membrane in all of the valleys, sidewalls and stacks. FREE Upgrade from PVC stacks to metal plumbing roof vent stacks. FREE Upgrade from 15# felt to 30# felt. FREE Upgrade from unpainted stacks to painted stacks. FREE Upgrade to re-flashing all sidewalls and head-walls. The (second storm which she refers to) which occurred shortly after we installed her new roof caused similar damage as the original storm date did. An additional storm would have normally left the Customer to file another insurance claim, as NO construction company’s warranty covers acts of God or storm damage. However; since the roof was new, the storm caused very little damage. So we performed the repairs as a result of the NEW STORM DAMAGE AT NO CHARGE / FREE / $0.00. Yet she claims we gave her a “really hard time” in coming back out. This is simply not true. I (Mark Webster) the owner of The Roof Genie personally handled this warranty investigation myself as I am very passionate about my business and my Customers. I was prompt in returning her call and prompt on visiting her property to investigate the warranty issue, which of course turned out to be not a warranty issue at all. Even more confusing is why she would wait an entire one year and four months from the date of completion to leave a negative review for The Roof Genie. In summary I believe that this Customer may be sore because the second storm which was accompanied with high-wind-driven-rain, caused rain blowing sideways to infiltrate her ridge vent (which runs the length of her house) and caused water stains on the drywall in a bedroom. I told her that this would not be covered under our warranty because it was the result of severe weather/storm damage, but we would gladly perform the blown off shingles work at No Charge. Again; NO construction company’s warranty covers acts of God or storm damage. This would be like getting your hail damage car fixed by an auto body shop, then blaming them for future hail damage on the same car from a new hail storm. FOLKS, DO YOUR HOMEWORK, OUR “LETTERS OF RECOMMENDATION” SPEAK FOR THEMSELVES! BUT TO BE SURE THAT YOU FEEL CONFIDENT IN YOUR CONTRACTOR BEFORE HIRING, FOLLOW ANGIE’S LIST’S “11 Tips for Hiring a Home Improvement Contractor” AND YOU WILL SEE FOR YOURSELF THAT THE ROOF GENIE WILL PASS EACH TIP AND RECOMMENDATION WITH FLYING COLORS. Thank you for your interest in The Roof Genie. Sincerely, Mark Webster Owner / The Roof Genie