Wow.. Let me start by saying that my company has won the Super Service award 5 years in a row (top 5 % of Angies List), and there's a reason for that, we ALWAYS do good work, I'm there to make sure of it.. We have aprox. 105 REVIEWS where we actually did work for someone, AND THIS IS THE ONLY REVIEW WHERE ANYONE CRITICIZES OUR WORK.. I'll do my best to respond to his numerous complaints.. I'd also like to point out that I've offered to have a representative from the manufacturer come out and inspect his roof AND agreed to fix (free of charge) any issue found by the manu. to have caused damage to his home. The member has never responded, shocker.. The member isn't claiming that HIS ROOF LEAKS, HE IS CLAIMING ICE AND RODENT DAMAGE?? First, for the record I asked to have A COPY OF THE CONTRACT, AND OTHER VARIOUS PRINT OUTS FROM THE MANUFACTURER POSTED BY ANGIE'S LIST, so ANYONE reading his review can CLEARLY SEE THAT THE MEMBERS CLAIMS ARE CLEARLY NOT TRUE. I have kept a file, IF ANYONE WOULD LIKE TO REVIEW, PLEASE FEEL FREE TO ASK, one look at the contract alone disproves most of his complaints. The deposit amount, the extended/optional skylight warranty, installing heat wires, the nail length, installing new plastic around the window he needs to have replaced, etc., are CLEARLY INDICATED, OR NOT, in the contract.. So here goes my attempt to respond to his numerous complaints, I will start with the big ones, WHERE HE CLAIMS THAT MY WORK, OR LACK OF IS RESPONSIBLE FOR DAMAGING HIS HOUSE.. 1. Any type of roof, even perfectly installed, can receive ice damage. There a whole lot of factors beyond the roofing that set the stage for ice damming, amount of insulation, ventilation, orientation of the roof to the sun, design of roof sections (angles), outside temps, severity of the winter, etc. The bottom line here is A. the MEMBER HAD ALREADY EXPERIENCED ICE DAMAGE the previous winters before we did the roof (he pointed it out to me during the estimate as an area of concern), B. Although I am the one who suggested the heat wires to him, WE NEVER HAD AN AGREEMENT TO INSTALL THEM., because C. The MEMBER NEVER INDICATED A DESIRE TO INSTALL THE HEAT WIRES UNTIL AFTER WE COMPLETED HIS ROOF. We did however install more ice shield then required along the bottoms, in all valleys, and around his skylights to help PREVENT ice damage. I EMPHASIZE prevent because ICE SHIELD ALONE does prevent ice damage the majority of the time, BUT, it's not a 100% guarentee, ice damage can still occur. 2. The rodents- AGAIN, I saw rodent traps, rodent poo, and damaged insulation in his attic while doing the estimate, long before I ever did any work. AND, the bottom line is there is no "end capping" with the newer styles of ridge vent, they are "self capped". Our installation of the ridge vent was done correctly. Rodents ARE NOT A ROOFING ISSUE unless you have holes in your roof which would surely leak.. So, I just want to re-emphasize that although it's a little confusing to discern from reading his review, his claims of damage really aren't "roofing issues", he doesn't claim the roof leaks or is damaged, he claims ice and rodent damage. As far as the rest of his many complaints go- the deposit amount was $500, not $2500, and he was told that it would be a 4-6 week wait period, I have the amount, check # etc. on the contract.. BTW, contrary to the members claim, I haven't heard a word from him since shortly after completing his roof (last Novemeber). He HAD NO COMPLAINTS AT ALL ABOUT THE JOB AT THAT TIME, BUT WAS ASKING FOR ME TO INSTALL HEAT WIRES AND PLASTIC AROUND HIS WINDOWS. I also spent A WHOLE LOT OF TIME addressing his questions and concerns FROM DAY 1. I can honestly say that I have way more time spent with the member both before and during the job than just about any customer I can think of. THAT REALLY BECAME THE ISSUE.. I have no problems with people observing us working or asking questions.. PROVIDED THEY DON'T INTERFERE WITH OUR ABILITY TO DO THE JOB, or ANYONE'S SAFETY, INCLUDING THEIR OWN.. However, the members questions/concerns/observing WAS BASICALLY CONSTANT, AND definitely interfered with our ability to work.. I had to ask him several times not to stand/walk around beneath where we were working so he didn't get hit with debris, and a few times needed to tell him directly that I needed to get back to work. I was spending more time answering more less the same questions over and over, then I was working.. The member watched me install EVERY SINGLE SHINGLE, WITH CONSTANT INPUT TO MAKE SURE he liked the angles i was using around the concave portion of the roof (the section of roof with the drip edge he complains about NOW in his review). I HAVE NEVER ALLOWED ANYONE TO MICRO-MANAGE MY WORK LIKE THAT, but, in his case I figured it was the only way to make him happy.. Truth is there came a point that I could no longer gracefully handle his "supervision". The second day on the job (he has quite a big, and fairly steep residential roof) he called me complaining that my crew was there, EVEN THOUGH I TOLD him the night before that would be the case because I had to go dump his old roofing. HE CALLS ME THAT MORNING TO INSIST THAT MY CREW CAN'T BE THERE WITHOUT ME. Keep in mind, THEY WEREN'T EVEN ON THE ROOF, THEY WERE SITTING IN THE TRUCKS WAITING FOR ME.. I told them not to start without me because I assumed he wouldn't like it. I told him I would be there shortly and they wouldn't start without me.. NOT GOOD ENOUGH FOR HIM, THEY COULDN'T EVEN SIT IN THE TRUCKS WITHOUT ME THERE.. When I told him that was unreasonable I got, "I work for him", etc.. The bottom line is I then had to let him know I would no longer deal with his over the top micro management, he didn't care for that too much. As far as the nails penetrating the underside of his overhangs goes, THAT WAS HIS CHOICE, AND CLEARLY INDICATED IN THE CONTRACT. I told him that as per manufacturer's specs, due to the thickness of the wood, EITHER THE NAILS SHOW A LITTLE, OR THE MANUFACTURER'S WARRANTY WOULD BE VOID in those sections. His SKYLIGHTS ARE COVERED UNDER WARRANTY, but the warranty he references in his review IS AN EXTENDED, OPTIONAL WARRANTY LEVEL OFFERED BY THE MANUFACTURER, AGAIN, NOT IN OUR AGREEMENT, HE NEVER EXPRESSED INTEREST IN THAT WARRANTY. The skylights were not damaged. They were rooftop delivered by our supplier, still in the original packaging, and promptly installed. He was standing right next to me while my crew mounted them, AND now 1 year later, they were damaged when installed.. Amazing.. In closing, I have to say that 16 yrs, and THOUSANDS of customers later, this is the most ridiculous situation I have ever encountered. The members roof was installed well, it doesn't leak, and the rodents are a living in the woods issue, not because we didn't install the ridge vent correctly. I honestly haven't heard a word of complaint from this guy until a year later. AND FOR SURE, I always stand behind my work.