Ben Franklin

In response to the complaint filed against our company Charm Builders Ltd. I would like to say first of all the product that was installed is a brand new product & we explained very clearly that we had not installed before so the manufacturer [redacted] send out 3 reps the day of...

the install including the install rep which flew in from TX & he was there on the roof numerous times (OK'd everything)until our installers finished the [redacted] Matterhorn part (there was a section that got standing seam roofing which was not from [redacted] we finished the next day). As far as the gutters like I say this is a brand new product so we had no idea that the water would shoot over the 5"gutters so we installed 6"gutters free of charge to accommodate the water. We install over 200 metal roofs a yr so our team is very efficient but this particular product just came out so theres always a few bugs in anything new. I am very willing to have the Reps from Ce[redacted] come back out & check everything again (as far as any unevenness or dents) which I indicated on 1 of the numerous voicemails I left on both phones to Mr [redacted] As far as the timeline for install we had an extremely busy year & also it being a new product it took extra long to get ordered & delivered. We as a company do not run from a problem so thus we were out to address any issue [redacted] had but we have never been pd more than the 1st half of the agreement. As far as the wire our Estimator advised [redacted]y to put rubber roofing on the back slope where he had water issues he did not want to do this so we framed a new saddle to eliminate the dead valley & installed standing seam roofing but just as a precaution Jeff advised possibly installing heat wire free of charge. We as a company just want to resolve this & get pd but we have been unsuccessful in getting in contact which brings up the question is the final balance the real problem I would like to think [redacted] is way more upstanding than that.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]