ComplaintsforKnow-A-Guy Roofing & Exteriors

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Description: Company lied about obtaining permits, did not disclose they were not registered to work in Fayette County or I'd have cancelled the job, killed one of my pets due to their employees' negligence and inability to speak English. I was promised that both a team supervisor and production supervisor would be onsite and neither were, they damaged the air intake grill in my house, failed to clean up after themselves, and the product that was left over was supposed to remain on my property but was taken without permission which I believe would constitute theft. I have tried to negotiate, in writing with their CEO and salesperson, both of whom refused. I have text messages proving they told me they had obtained permits, and were going to show proof they had permits, when the County states no permits were pulled for my home since 2055. I can save the text messages and scan in the documents, and so forth. Additionally, they did not provide my insurance company, who is paying for the roof repair, updated itemized estimates, nor a finalized itemized bill, I never saw a bill or request to pay until November 17, 2023, and they have me in collections who continues to threaten me with court instead of contacting the insurance company, has also lied in email as well.

  Business response

  12/30/2023

  Hello,
  
  We appreciate your feedback and concerns regarding your recent roofing project with our company. We understand the importance of addressing these matters promptly and transparently. Below, we've outlined our responses to your various concerns:
  
  **English Speaking Supervisor / Supervision:**
  It is true that our roofing crew primarily consists of individuals who predominantly speak Spanish. This is a common practice within our industry, and our crews are well-trained in their respective roles. We take pride in our diverse and skilled workforce.
  
  While you mentioned the absence of a supervisor who speaks English, we can confirm that our production manager was present on-site during the roofing project. To provide additional clarity, we have attached photos of the construction process to showcase the presence of our team members during the project.
  
  **Permits:**
  We apologize for any confusion or miscommunication regarding permit processing. After investigating the matter, we contacted Fayette County, who informed us that roofing permits are not required unless structural changes are involved. 
  
  Additionally, we want to emphasize that homeowners are responsible for acquiring and pulling permits for roofing projects in Fayette County which is untypical in other areas. We are committed to assisting you through this process to ensure full compliance.
  
  **Invoice and Balance Due:**
  Regarding the invoice with a balance due of $7,263.43, we have attached a copy of the invoice dated 11/17/2023. The terms stipulate that payment is due upon receipt. To avoid any further complications, we kindly request that you make the payment promptly.
  
  Your file was automatically forwarded to our financial recovery service and our attorney for further action. We had no choice to do this, We are a small company that employs hard working people locally. We paid for the labor and materials on this job and it was finished in a timely manner. We are upsiddown on this job without a final payment which severily hurts our company. 
  
  **Incident Reports:**
  We would like to address the evolving nature of the concerns raised, particularly with regard to the alleged damage to an air intake grill and the unfortunate incident involving your pet. We have thoroughly reviewed our quality control inspection records, and there is no mention of these issues in the reports that we conducted with the homeowner (***** *******) present. It is important to note that inconsistencies in the details of the incident, from the type of pet involved to the nature of the damage, have arisen. We take such matters seriously and prioritize transparency in our communications.

  Customer response

  01/02/2024

  I have indicated every single time that the pet they killed was a turtle.  Their claim that I've changed the kind of pet is a lie.  I also indicated to them, on numerous occasions, that they endangered my other animals by their leaving hundreds of nails all over my property.  These animals include: a dog, 2 horses, numerous goats, and numerous chickens.  At no time did I state otherwise.

  Regarding the non-English speaking members of their crew.  Is it logical to have all non-English speaking crew, without supervision, and without an English speaking member of the crew in order to communicate with the homeowner?  No.  Once again they are lying as shown by the text messages between myself and Mr. T*******.  He even alluded to Zac, one of the 2 supervisors, couldn't be at one of their other jobs, and that Mr. T******* had to cover for him.  There is always a supervisor onsite to handle concerns or questions of the homeowner.

  They say nothing about the fact, yes fact, that Fayette County, OH requires, by law, their business to be registered to perform work within the County and that they were NOT registered to work in the County, and therefore illegally worked in the County.

  Regarding the permits, they checked, by their own admission in their response, after the job was completed, and after I responded to Mr. M*******'s original email that I was informed twice, that they had the permits, and were going to bring proof that they had permits, which took place after I had already contacted the County and found out there were no permits pulled and told them they were lying to me.

  They also did not address in their response that **********, my insurance company, has informed them, both directly and through me, that ********** requires a fully itemized final invoice, not just what they sent, which is a balance do and generalized invoice.  As they've been told, several times since November, that payment will not be issued until they comply, especially after it has been requested for months and they have refused to comply the matter is out of my hands, as they knew that this would be paid via the insurance company cutting a check made out to myself, my wife and my mortgage company which would then need to be endorsed by the mortgage company and my wife and I, deposited in our account, and then we would cut a check to them. They knew going in that this was an insurance claim for damage done by high winds.
  

  They also did not address the stolen property, namely every bit of extra material which I paid for via the initial $7,500 check.  Stealing someone's property is a criminal offense.  They have also not reduced the balance due in lieu of the taking of my property without my permission.

  Regarding the damage to the air intake of my house, The damage was shown to them and documented with a picture that was sent to Mr. Terrible, yet now they claim they know nothing about it, and it was one of their employees, Zac or Mr. Terrible who "pushed" it back into place weeks later.  Once again, they've lied.

  So yes, I reject their response wholeheartedly.
  
  Regards,
  
  ***** *******

  Business response

  01/08/2024

  Dear *****,
  
  Thank you for your detailed response outlining your concerns and clarifications. We appreciate your patience as we work through these issues and seek a satisfactory resolution.
  
  Incident with the Turtle and Safety Concerns:
  We sincerely apologize for any discrepancies in our previous communication regarding the incident involving your turtle and the safety of your other animals. We understand the significance of your concerns and take them seriously. Safety is a top priority, and we will investigate the matter thoroughly to address any hazards posed by nails left on your property.
  

  Supervision and Communication:
  We appreciate your feedback on the importance of having English-speaking crew members and supervisors on-site for effective communication with homeowners. We understand the need for clear communication and acknowledge your point. Moving forward, we will ensure that there is effective communication between our team and homeowners to address any concerns promptly.
  
  Business Registration and Permits:
  We apologize for any oversight regarding business registration and permits in Fayette County, OH. Regarding the permits, we acknowledge the misunderstanding and regret any miscommunication. We understand the importance of transparent communication and will ensure better alignment with our customers in the future. As stated previously there is no permit required to a re-roof that does not require structural repairs. Additionally in Fayette county homeowners are responsible for pulling all permits.

  Insurance Billing:
  We appreciate the clarification regarding **********'s requirements for a fully itemized final invoice. There has been a revised estimate provided from ********** but you have not shared it with us so we are only able to send our certificate of completion to ********** which we have done.
  
  Damage to Air Intake:
  We appreciate your feedback regarding the photo provided, there is no air intake in that photo. There was no damage mentioned at the time of the final inspection. Please send us photos and description of what is damaged and we are more than happy to fix it. 

  Leftover Materials: Regarding the leftover materials, we apologize for any misunderstanding. Part of our standard practice, any excess materials left after the completion of a roofing project are the property of Legacy Exteriors. We order extra materials to the jobsite so we do not have to make material runs during the day.

  Our commitment is to resolve these issues promptly and to your complete satisfaction. We value your feedback and are dedicated to finding a resolution that meets your expectations. Please feel free to provide any further information or concerns you may have, and we will continue to work collaboratively towards a solution.
  
  Thank you for your understanding and for allowing us the opportunity to address these matters.
  
  Sincerely,
  
  

  Customer response

  01/25/2024

  All you're doing is sending the exact same canned response without any attempt to negotiate in good faith, and as usual, you gloss over the fact that you broke Fayette County and State Laws.
  
  Regards,
  
  ***** *******

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