Tecta America Zero Company LLC

"We like, (and expect to be,) the best. Our goal is to submit details, pricing and other relevant information in the customers preferred format. We thank this member for her kind words and positive review."

"We believe the member's report is misleading and leaves out several key details. (Please note from our other responses that we admit when we are at fault.) The member fails to mention that she did not show up for our first appointment. When our salesman called her to see if there was an issue she indicated that she forgot about the appointment and asked if the appointment could be rescheduled. The new appointment was set up for the very next day. When our salesman showed up the second time the member indicated she had two areas with roof leaks and a downspout that had come loose. She said she did not have much money so she needed the price to be cheap and that she also wanted to submit the repairs to her insurance company. Upon inspection we found the leaks did not appear recent (we have pictures,) or to be storm related in our opinion. We explained this to the member, but told her it was her prerogative to submit to her insurance company if she chose. Our salesman did say that even if the insurance company would cover the work many people would not want to submit a relatively small claim because it could affect their premium at renewal - this was meant to be more of a helpful hint than a directive. After receiving the price from our salesman (it was around $1,100.00,) she called and said it was too high and if we did not lower it she was going to contact Angie’s List and file a complaint. We believe that even though the cost is higher than the member desires, it is a reasonable amount for a job consisting of close to a full day’s work for two professionally trained and insured roofing technicians including all labor, material and taxes."

"Thanks. Let me know if you need anything else. Mike Morris"

"We spoke by phone to the customer on November 23, the day of his posting, to follow up on his concerns. Mike Morris readily admitted that he did not prepare a proposal for the customer; this oversight was an honest mistake that occurred during our busy season. Mike and our entire team have apologized for any inconvenience this caused the customer. We wish that he had called our office within a day or two of not receiving the proposal to follow up on its status instead of waiting several months and only then posting this complaint. As he shares in his comments Mike did follow through with the first part of his commitment, to email pictures of what he found during his inspection. If Mike wanted to brushoff this customer he would not have taken the time to even do this. Unfortunately Mike misplaced the file and did not complete the process of preparing and sending out a proposal. For this lack of follow-up we are sincerely sorry. We disagree with his assessment that Mike was only out to sell the big job. In reality the customer had called our office asking for a price on a full roof replacement and Mike was the one who told him that was not what he needed. When we talked to him on November 23rd he did remember this to be the case as well. As further confirmation that we value all of our customers no matter the contract size we went back and counted the jobs Mike has sold over the past 3 months. It turns out that over 60% of his sold jobs have been “small jobs” of less than $2,000.00. Our philosophy is to actively seek out repairs and smaller jobs because they allow us to build a positive relationship with the customer. When a customer does need a bigger job we are hopefully the trusted contractor they turn to for this work as well. Coincidentally this is not the first time the customer has contacted our company requesting pricing so he must have been satisfied with our previous level of service."

"[removed member name]... let me know if there is anything else we can do for you (at your condo or anywhere else). Remember that we do windows, siding, gutters, roofing, no repair too big or small. Mike Morris 513-615-7239"

"thanks for the great review. Call me anytime if you need anything else. Windows, Doors, Roofing, Siding, Gutters..... repairs and service...... we do it all. Mike Morris 513-615-7239"

"We contacted the member within a day of receiving the above report from Angie's List and have attempted to contact him by phone and email several times since then to address his concerns. We are waiting to fully respond until after we have heard back from him. While we agree there was poor communication on our end, there are also several key inconsistencies in the above narrative that we would prefer to discuss with the customer before we post our response. Our hope is that after reviewing the issues with the member he will modify his assessment of our performance to a more favorable and representative grade."

"We, at The Zero Company, are grateful to this member and his family for their understanding, patience and cooperation throughout the reroofing project. While the leak problem they experienced is uncommon when dealing with our company, this incident does demonstrate the need for and effectiveness of our 24 hour emergency response system. By having in-house first responders and existing partnership agreements with professional remediation companies we were able to assess the damage and restore the damaged areas quickly and professionally, while doing our best to minimize any inconvenience to the family. Our customer’s satisfaction is critically important to us, especially when unexpected events take place. We strive to do what is right for every customer with whom we have the privilege of assisting, through open communication and honest actions. We look forward to having the opportunity to serve the family again in the future."

"We have researched this complaint and unfortunately found her description to be accurate. We obviously dropped the ball on this project and are apologetic for her poor experience with our company. As noted she was surprised because “this company has seemed to get consistently good reviews.” We do our best to make sure this type of incident is isolated and have recently made several key personnel changes. We will be contacting her to see if we can do anything to make her feel better about working with our company again in the future. Jonathan Wolf, President."