ComplaintsforHernandez Roofing Pros

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 18 - 19, 2022, $4,950, Roof Replacing Hernandez Roofing Pros. MHIC #****** ************ 1335 Rockville Pike, suite 341, MD 20852 About a month ago, I filed a complaint to Better Business Bureau about Hernandez Roofing Pros. and I am yet to hear from you, which is why I am filing this complaint again. I employed the services of Hernandez Roofing Pros. to replace the roof in my home at **** ****** *******, Silver Spring, MD ***** after negotiating the contract with Ariel, the manager of Hernandez Roofing Pros. Ariel had inspected our roof and attic and stated that we (my husband and myself) do not have to replace more than five (5) ply woods. He drew a contract with an invoice for the replacement of five (5) woods stating that there will be additional charges if extra ply woods were used. However, Ariel stressed that the statement about paying for extra ply woods used was for formality sake and that as an expert he assures us that we only need to replace three (3) ply woods but that we are paying for five (5) in case they are needed and that the work will be completed in a day. However, while working on the roof on March 18, 2022, Ariel indicated that they had to replace six (6) extra woods – totaling eleven (11) ply woods instead of five. Hernandez Roofing Pros. lowballed us to patronize them! So, we instructed Hernandez Roofing Pros. to stop working on our roof because they lowballed us. However, Ariel indicated that they cannot stop the work. We declined Ariel’s negotiation that we should pay extra $400 for four (4) out of the six (6) additional ply woods that were replaced. The following day, on March 19, 2022, after Ariel certified that the work has been completed, he sent a text message that we should please pay $400 for four (4) of the extra ply woods, which we did. "Also, i want to ask... I know you guys mentioned that you won't pay for the (6) additional plywood, How many can you pay for? Can you cover (4)? This is obviously not counting the (5)..."

  Business response

  07/26/2022

  Good morning and thank you for reaching out to us!

  I am Ariel B*****, Assistant Manager at Hernandez Roofing Pros, and the person who dealt with **. and **** ****. I have read the complaint from the **** family, and I am aware the misunderstanding in the process. Please read below how the situation unfolded from my perspective. 
  
  I believe this is a simple misunderstanding. I don't recall 100% accurately the conversation I had we them, to be completely honest. I have spoken to many clients as the year is going by, but I do recall the main topics we spoke of, such as the plywood. During the beginning of the process, I explained to **. and **** **** that they potentially had (3-5) plywood pieces that were clearly bad, but could be more, and we would only know that after we remove the shingles from the roof. During the project, after the tear-off, our crew found (11) pieces of plywood rotted, and these needed to be replaced. Our crew even place the plywood pieces to be visible on the ground so that **** **** could see herself that they were bad, which she saw. I was present after the tear-off part of the project, and I spoke to **** **** and **. **** directly. I explained to them that we couldn't leave the damaged plywood on the roof because of manufacturer's guidelines and our agreement which is stated in the contract. The response from **. and **** **** was that our crew must stop the work and leave. This is something that we could have done, but as an honest and growing company, we do not operate like that. I understood the frustration from our clients, and I also understood they weren’t thinking clearly due to their emotions running high. I told them we were not to just leave, it is unethical, and it would have caused more damages to their property, for which we would have gotten a complaint as well.

  The way we operate is that once the contract has been understood and signed by the clients, we do what the contract indicates, which is something I explained to the clients during our meetings and even on the email I sent with the attached contract, "Please read the contract carefully". In the contract, we specify that if there are plywood that are damaged, the clients were to pay for them (this is outside the plywood we had already included). They agreed to this contract when they signed. Therefore, it is not the responsibility of Hernandez Roofing Pros to pay or cover any additional plywood after the ones we indicated we would cover. In the contract, we have a section stating what happens if they do not pay our firm the correct amount owed after the supplements have been applied, which is that we would take legal actions, and we will not cover the workmanship warranty any longer. Our firm decided, as I told them my version of the situation, that the firm will not take any legal action toward **. and **** ****'s property, but we will NO longer cover the Workmanship Warranty. 
  
  I understand the clients wrapped their heads around the idea that the only plywood sheets to be replaced were the ones I mentioned, but in roofing, we cannot determine the amount of plywood to be replaced just by looking at the plywood though the attic; proper inspections need to be done after shingle and underlayment removal (Tear-off). I was not clear enough with the clients in this aspect, which is something I take responsibility for, not because I didn't mention it, but because I didn't stress it enough, so the clients had it 100% clear about the plywood assessment. I admitted to my boss this situation as well, hence, he determined that legal actions weren't to be taken, but as a company, we were not to cover the workmanship warranty, which is the main reason, I believe, this complaint has been submitted. 
  
  I hope this helps you have a better idea of what happened here. I believe the clients misunderstood and did not have everything clear before signing and proceeding with the project. Something I personally have learned from. Ever since, I have been one of the most repetitive salespersons out there, but this has helped me and my firm not to have this situation again.
  Thank you so much for taking your time to read this and for the patience you have given us to submit our side of the story. Please let me know if you need any more details of this situation.
  

  Have a wonderful rest of your day!
  
  Blessings,
  Ariel B***********

  Customer response

  08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you for handling this complaint.I hereby reject Hernandez Roofing Pros statement, because:
  

  I feel that Arial low-balled us to patronize Hernandez Roofing Pros, because whenAriel inspected our attic and roof, he stressed that as an expert, he was sure that only three pieces of plywood needed to be replaced, which was the reason that he had replacement of only three pieces of plywood in our initial contract dated 03/02/2022. It was after we insisted that Ariel adds more pieces of plywood to be on the safe side that Ariel updated our contract on 3/10/2022 to include two (2) additional pieces of plywood totaling five (5) pieces of plywood.
  
  We asked Ariel to stop the work when he indicated that six (6) extra pieces of plywood needed to be replaced because we felt that if Ariel was an expert in roof replacement as he claimed, his indication of additional pieces of wood to be replaced should be close to his estimate of three pieces of plywood. Moreover, our contract was updated to have five (5) pieces plywood replaced, which we paid for after we insisted that we wanted to be on the safe side. So, we felt that we were either dealing with an inexperience roofer or that we have been low balled to patronize the company. We clearly told Ariel that he low-balled us! However, Ariel did not stop the work. Ariel pleaded that we should pay for some of the additional pieces of at $100 each. Therefore, on March 19, 2022, Ariel sent a text message to my phone (please, refer to the screenshot telephone text message from Arial, attached to this response) asking if I could pay for four (4) pieces of plywood instead of six (6), which I paid for.
  
  Was Ariel not clear on his March 19, 2022, telephone text message to me asking if I could pay for additional four (4) pieces of plywood instead of six (6), which I paid for?
  
  Ariel did not indicate in his request for us to pay for four (4) additional plywood instead of six that Hernandez Roofing Pros will not cover the warranty on our roof.
  
  When we requested Ariel to update our contract to be at least five (5) pieces of plywood to be replaced, did Ariel not recall that we stated that the company will refund our money if the additional two pieces of plywood (we requested to be added totaling five (5) pieces of plywood) were not used?
  
  In view of our responses, Hernandez Roofing Pros does not want to take responsibility for their shortcomings, thereby breaching the contract that include their company’s warranty of the maintenance of our roof. I would not have patronized the company if the contract did not include the warranty. Therefore, since Hernandez Roofing Pros has breached our contract, I hereby reject their response and request that Hernandez Roofing Pros refund the $400 extra that I paid for four (4) additional pieces of plywood because it is obvious that the company cannot be trusted to handle any repairs or work on our property. However, we need warranty on our roof; hence our request for the refund of $400 will be used to purchase warranty on our roof.
  
  Thank you.
  
  Regards,
  
  ********** ****

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