Saint Raphael Roofing, Inc.

Response by Saint Raphael Roofing, Inc.: I met with (consumer name withheld per their request) at their home in Lehigh Acres on September 26, 2017. I was referred to them by their realtor with whom I had a previous business relationship. We had an 8-12 week wait for new appointments at the time. They only waited 3 days for my visit. They signed a contract with me on the spot in order to secure a place on our schedule because the house was up for sale. I explained to them at the time that I needed all their decisions (shingles color, etc.) and paperwork signed so we could pull the permit, order materials, and move forward with the re-roof. I told them our lead time was 3 weeks, but they needed to confirm with me ASAP. They said the association needed to approve the shingle color. 3 weeks later I got a text from (consumer name withheld per their request) asking me if we were "still starting next week". When I told her we had never received her paperwork and shingles color, she became upset with me and told the realtor that we "didn't put her on the schedule". Once we received her paperwork, we moved other people (with their permission) out of the way and inserted her in the schedule in order to accommodate her needs. At each step of the process she found a way to complain about nearly everything - we gouged her yard, we left trash everywhere, etc. We sent someone to her house to address and rectify the issue each time, even though the issues were part of the normal process of replacing a roof. I explained the process to her and provided her our terms and conditions (which she signed). She and her husband were communicating with us from their home in Ohio and weren't present during the most of the re-roofing process. While replacing the roof, we were required to cut the stucco to replace some rusted flashing on the home. After repair of the stucco, we offered to paint the repairs with the paint they provided. The paint did not match and we were blamed for doing a sub-standard job. We offered to return to fix the problem, but were told not to return to their home. Later they complained to the realtor that we never called them back to address their issues. The roof had its final inspection on November 17 by the county and passed with no issues like the Richards expressed in their written complaint. (consumer name withheld per their request) withheld final payment because she needed detailed product quantities to provide to her insurance company, even though I told her the contract was between Saint Raphael Roofing and her, not us and her insurance company. Despite the fact that it is not our normal practice, I did provide her with the list of actual materials used on the house as a courtesy. She also asked me to inflate the numbers so she could get more money from her insurer, which I did not do. I provided her an exact quantity list of what was used on her house with no inflated amounts. Even after all we did for her to make sure she and her husband were fully satisfied, they demanded a $2,000 discount on the final bill. As a courtesy to the realtor, and in order to close on the house, we agreed to and issued a $500 credit. We only got paid after the title company issued us a check at closing. We feel we did everything that was asked of us and installed a quality roof in a professional manner. We tolerated a very demanding customer and endured erratic behavior because of the previous business relationship we had with the realtor. Even though we went the extra mile for the (consumer name withheld per their request), our efforts were never enough. Our efforts reflect our 5-star customer reviews we get from most of our clients.