Business ProfileforAvenue Road Roofing

*Dec 24 2021 : Initial phone call was made to the company asking for a service call about a roof leak. * December 26th: Follow up call made to request inspection in which a call back was promised *December 28th: Second follow up call made to request inspection in which a call back was promised *Jan 6 2022 : Third follow up call made request for inspection of the roof leak was after no reply was made. Multiple urgent requests were made following up to the Jan 6 request *Jan 12, 2022: first reply received from Avenue Rd Roofing - A quote was provided including a scope of work to repair the roof. It was noted that if the repair was minor it would be completed onsite. The invoice included a visual inspection, removing some deck boards and cleaning up the workspace for $2,858.90. - We promptly paid $250 as requested once the quote was received so the work could begin. We reached out continually over the next month to understand when work would commence with no response. *February 15th 2022: We were advised that they could not proceed to fix the roof due to the railings attached to the roof deck. It took multiple emails and phone calls until we were finally told this, to which we then had to scramble to try and find a company that can remove the glass railing. We were left in the dark and felt very ignored, especially since they hounded us for the deposit then disappeared. *Days went by asking for the new quote as well as a timeline so we could understand the proposed scope of work required to fix the leak and there was no reply. *A total of 6 weeks from the initial call passed until we had an answer, and we suffered with the leak. Understandably, this work is weather dependent but the lack of communication became more and more infuriating. *Feb 15 2022: Two contractors arrived to look at the roof. They were at the house for no more than an hour and no repair was made. To our disappointment we were then given another quote for over $3,800 and when asked to speak to the supervisor about the scope of work in further detail we were not responded well. The complete lack of customer service and transparency in their billing is nothing shy of **** and confusing. *When simply asked to please detail the work completed at our property, the manager argued he cannot provide that because their system isn't capable. Finding that hard to believe, I explained why my request was such so I could present the invoice to my condo board for a clear explanation of work completed onsite. When the amount billed to us was in question, he became extremely defensive and argued with me. I wanted clarity on how a visual inspection could cost $2,800 since no work was completed. He then explained that I am paying for the time of two workers, from the time they leave their homes and check in at the office, collect the job description, drive to the site, do the 'work' and return back to office. To which I replied, can you please note the hours then on the invoice so I can pay for the correct services rendered. *March 15th 2022: A month has passed and no correct invoice was sent to me. When discussed again, a new figure was created by the manager of $1,056 but no mention of being billed for time. *March 15th 2022: I wrote to their accounts receivable department explaining my position, where I recounted the numerous times I asked for the correct billing to be noted as well as a new invoice sent to me outlining the actual work that was completed. *April 15th, 2022: Another month had passed with no reply to my email in which I specifically asked to please check their accounting and contact me if they felt more funds beyond my initial $250 deposit was required. No response. *Current Status : The company began to call me again asking for money owed on the invoice, yet I still do not have the correct one. No invoice was prepared for me stating that I was being charged for the TIME of the workers, since no actual work was done. *I have spoken to the accounts receivable department and explained why there has been a delay in my payment, and further explained my frustration and concerns for their managers lack of transparency. She took my notes down and said she would contact me shortly. *The manager then called as a follow up, and proceeded to yell at me on the phone saying this was my fault for not saying I needed an invoice for my condo board. He was **** and ********** and left me so upset my husband had to complete the call. He was ************** and continued to place blame on me where in fact I asked numerous times for a simple explanation on the invoice so I could SEE what I was paying for. The invoices I received made no mention of TIME for work, and he said so himself, it was the hourly wage x2 workers for the time spent driving to my house, spending an hour looking (not doing any work) and then driving back to the office that I was expected to pay for. *All I had asked is that this cost be reflected for my own billing and so I could share the correct invoice with my condo board and he reacted in a very **** way. This experience has been awful. We felt completely taken for a ride with regards to incorrect billing, lack of transparency and explanation of timelines and the expectation for us, the homeowner, to be faced with the task of removing the glass railing ourselves. We will never be using them in the future and we have warned all our friends of the concerns surrounding the quoting process, billing process and lack of professional customer service this company has shown. Our ask is that we are exempt from paying the outstanding balance they have invoiced us for ($802.03) for the complete disregard for transparency, customer care and timelines surrounding this roof leak that STILL persists. We have not resolved the issue since Dec 24 2021, and we will be taking our business elsewhere.