HOMETOWN ROOFING CO. 2020 E. 11th Street, Cheyenne Wyoming, 82001 OFF: 307-635-2011 FAX: 307-635-2018 NOTICE OF NON APPROVAL OF CONTRACT (Member Name) (Member Address) (Member Address) (Member Phone Number) 11/14/2011 C.M.R.R.R. # 7011 0470 0003 2251 2496 Dear (Member Name), First and foremost, I would like to say thank you for contracting for your roof and gutters with Hometown Roofing Co. We value all of our customers and hope they continue to use us for future projects. Unfortunately due to our misunderstanding with regards to the siding color/product type. I feel it is in the best interest of each of us to discontinue our working relationship. When trust has been compromised, it is often difficult to overcome on a short term basis. According to line item # 7 of our contract for the siding work at (Member Address), between Hometown Roofing Co. and (Member Address) dated August 21st, 2011, management has the right to approve or not approve this contract. Notice is hereby given that we do not approve the contract (contract is null and void) between (Member Name) and Hometown Roofing Co. dated August 21st, 2011 for the siding work at (Member Address). Sincerely, Andy Murray, Manager for Hometown Roofing, Cheyenne. HOMETOWN ROOFING CO. 2020 E. 11th Street, Cheyenne Wyoming, 82001 OFF: 307-635-2011 FAX: 307-635-2018 Better Business Bureau 8020 South County Road 5, Suite 100 Fort Collins, CO. 80528 800-564-0370 Fax: 970-221-1239 November 10th, 2011 RE: Case # 46026400: (Member Name) Dear (BBB Representative), I have received the above complaint filed by one of our customers, (Member Address). In an effort to comply with the B.B.B. code of ethics and the arbitration process, I would like to have you help us resolve this issue with (Member Address) if possible. Besides the B.B.B. (Member Address) filed complaints with two other entities. One is (Name of C.B.O. Representative), C.B.O. the City of Cheyenne’s Chief Building Official of the Building and Safety Department. Their contact information is: (Address for City of Cheyenne’s Chief Building Official of the Building and Safety Department). I do not have a case number but the permit number is: (BP-11-03679). The other is with “Angie’s list”. Their contact information is: Complaint Resolution Department. Case # (28220). (Angie’s List Help Desk Representative Name, email, and address) The following is my reply to the complaint letter written to the B.B.B. by (Member Name) on 11/9/2011.: 1. Using a magnet to collect stray nails is an important part of our clean up. The crew that worked on (Member Name) home is very diligent about clean up. I am certain this step was not overlooked. Even though it was done, (Member Name) may have found some nails we may have missed, this is not uncommon. It doesn’t mean we did not roll the yard as she has stated. Most customers that may find some nails, (if excessive) will call us to complain. That’s natural, we would expect them to. We would then go back out and clean up the area once again. I have not had one customer out of 112 since August 21st call us complaining about excessive nails. As a matter of fact, we have received compliments about this crew and have had requests for this crew because of their cleanup efforts. 2. Our crews use dump trailers for all of the debris. Is (Member Name) implying that we used her trash cans for all of our roofing the debris? That would take an awful lot of trash cans. We wouldn’t be overloading our customer’s trash containers with our debris. We want referrals, not angry customers. Now if the trailer was being towed to the landfill and was not available, the only trash the crew may have placed into the trash cans were perhaps some paper wrappers. Is that not acceptable? If not, this is the first I have heard about it. On Sept. 3rd we started and completed this roof, (1-DAY INSTALLATION). Shortly thereafter we completed the gutters. On Sept. 14th we received payment for the roof and gutters in full, all except for the permit which she still owes. Do you think during that time, if (Member Name) had a problem with our cleanup she would have mentioned it? There was no mention of any complaints. 3. Our siding installations have experienced some time delays. Of course, nothing would make us happier than to get all of the siding work done A.S.A.P. But there is a backup when it comes to siding. Most customers understand this and are willing to wait. We weren’t informed of a timeline or that waiting was a problem. 4. Job scheduling: our subcontractor called (Member Name) to schedule her installation. Our subcontractor did not call (Member Name) to verify anything about the product/brand of siding etc. his question was only about scheduling. It was (Member Name) who said “hold the line, let me get my paperwork” then proceeded to tell our subcontractor which siding she was getting. That’s when our subcontractor asked me to call (Member Name) regarding the material issue. This was Thursday Nov. 3rd. We were trying to set up the installation for Monday the 7th of Nov. My subcontractor expressed to me that (Member Name) refused the siding we had on hand and that she insisted that she was to receive “The Heritage Siding” Case # 46026400 (Member Name) 5. I called (Member Name) on Thursday Nov. 3rd and had to leave her a message. I asked her to call me regarding the materials. I explained that she must have been confused as we installed Tamko Heritage Shingles on her roof. There was not any brand name of siding written on her contract. So I didn’t know where she got that brand name from. I waited for a call from (Member Name) and did not receive her call until Wed. Nov 9th. In (Member Name) complaint, she states: ”Monday came and wasn’t installed” That’s the reason we did not start on Monday. 6. Speaking with (Member Name) Thursday Nov. 9th, I tried to explain the entire process. When it comes to replacement of siding due to an insurance loss, we replace with what the insurance allows which is “like and kind quality”. When it comes to siding, there is so many different brands, shapes, quality and sizes that even a siding expert has to match it up with a sample which is a known sample in order to determine which quality and brand is “like and kind quality”. We leave that to the matching experts in the business. Here in Cheyenne we find that Frontier Siding is the best source for this. We had Frontier Siding match (Member Name) siding and Frontier determined the match to be “Veriform Siding”. When it comes to vinyl siding you have three common grades, good better, best. (Member Name) siding is the middle grade which is “better” which is the “like and kind quality match” that Frontier Siding has determined. Frontier Siding: 307-632-3434. Since the back to back July hail storms, Frontier Siding has been bombarded with orders. Keeping up with stock has been difficult, product goes out as fast as it comes in, not to mention the short supply of literature on hand. 7. Something Fishy: During our conversation (Member Name) said there seems to be something fishy going on here. I said, if you are referring to “bait and switch” you are mistaken. First of all I called you in order to discuss any confusion you were having with the product. Second of all we haven’t even done the job. So whatever you are implying you are mistaken. 8. Tony Perez, our sales rep has been very helpful to our customers. We have gotten many compliments about Tony. Tony is an asset to our company, many jobs we have done have been referrals because of Tony Perez. At the time, I hadn’t spoken with my sales rep Tony regarding the siding brochure. Since then I have learned that Frontier was out of Brochures and Tony happen to have a brochure he let (Member Name) have so she could select a color of siding for her home. It was to be used for color selection only. This brochure was the “High Sierra Collection” 9. During our conversation, I explained to (Member Name) exactly the above scenario, it’s the only thing that made sense. (Member Name) expressed her displeasure because she thought she was getting something better than what we were willing to provide. I made an offer and gave her three options to choose from in order to get this issue settled. A) She could pay the difference for the upgrade to the High Sierra and we would do the job for her next week. B) She could accept the material we had on hand and do her job as we proposed and get started on Friday 11/11/11 C) She can have the option to cancel our contract, I would be happy to write up a notice of cancellation and null and void our agreement. This is when (Member Name) told me she would choose to cancel our contract. She said she is very unhappy and she would also be contacting the BBB to let them know how unhappy she is. Note: (1) Attached is a copy of one page of (Member Name) insurance scope indicating “vinyl siding” This means middle grade (better) Insurance companies replace with “like and kind quality” which is what she has. If the scope had read “premium vinyl siding” than that would indicate (best) which she does not have. (2) A copy of our contract which does not indicate any specific brand, type or quality. Thank you Andy Murray, Manager for Hometown Roofing Cheyenne HOMETOWN ROOFING CO. 2020 E. 11th Street, Cheyenne Wyoming, 82001 OFF: 307-635-2011 FAX: 307-635-2018 (Angie’s List Help Desk Representative Name) Angie’s List Help Desk Representative Address) Angie’s List Help Desk Representative Email Address) 11/14/11 RE: Case # 28220 Dear (Help Desk Representative), I received the complaint you e-mailed to me regarding one of our customers, (Member Name). (Member Name) also filed the same complaint with two other entities. One is the City of Cheyenne’s Building and Safety Department, the other is with the B.B.B.. Customer relations are a very important part of our business; we take complaints very seriously and act as soon as possible to rectify any complaint before they get out of hand. We are in business to do good work and to have satisfied customers. We like referrals, not complaints. Hometown Roofing Co. is an accredited member with the B.B.B. I’m sure you are aware of the B.B.B., their services and what is required of their members. If not you can log on to their web-site at https://wynco.bbb.org As an A+ rated member we will be handling this complaint through our member services through the B.B.B. The B.B.B. has an arbitration and resolution process which as a member we must comply with and will be penalized if we do not. The B.B.B. has a code of ethics we subscribe to and that’s how we conduct our business on a daily basis. We would hope our customers and other businesses we deal with would be held accountable to a similar code of ethics. I don’t know anything about Angie’s list. What is required to become a member? Is it a fee based membership or is there other requirements? Do your members have a code of ethics they must follow and do they suffer a penalty when they do not? Does Angie’s List review a complaint to see if the member is being reasonable or if the complaint is valid before contacting the Company and asking the company to comply with the member’s desired resolution? According to the forms you sent to me, (Member Name) has rated us with a “C” on pricing and an “F” on everything else. As for the other report card rating, she said we were responsive and punctual, so why did we get an “F”? Quality? What is she referring to, our product or our workmanship? In either case, can she be more specific so I may respond. When asked if she would hire us again, she has replied “NO”. Yet (Member Name) desired resolution is to have us install the High Sierra Siding on her home. This does not make sense to me, why would you have someone you are not happy with do work on your home? I would like an explanation from (Member Name) to help me to understand this. I will attach my reply to the B.B.B. so you will have my full response and we will be in compliance with the requirements from Angie’s List. We do wish the best for (Member Name) and that she does find someone to do her repairs, it won’t be us. Sincerely, Andy Murray, Manager for Hometown Roofing, Cheyenne.