Dear Ms. [redacted], The timeline as I understand it, was that we arrived at your property around 6:45 a.m. on Thursday 09/28/2017 and began working on the roof. We removed all of the old shingles, replaced about 4 sheets of bad plywood--mostly at front valley area (none on rear),...
re-nailed the existing roof sheathing per code, installed underlayment, and installed the new shingle roof. We completed the roof and left the site around 6:30 p.m. the same day. Approximately 8:00 p.m. I received a call from you stating that there was water in your bathroom, so I tried to explain that we didnt knowingly damage any waterlines. At this point, I thought you may have had a glued PVC fitting that may have failed (this happens). But I told you that I was just getting home (about an hour away), but I would turn around and head back to look into the problem. I also called my foreman and had him meet me there as well to help with the issue. I arrived around 9:00 p.m., and discovered that a waterline is next to the roof sheathing and a roof sheathing nail had partially breached the PVC pipe. At that time there was not too much standing water in the bathroom floors, and most of the water was dripping into the toilets. I observed some sagging drywall in the ceiling and some water running down wall. We then began searching for your water shut off. After not being able to find it after a half hour of searching I called JEA from my phone to have them come out ASAP. I also called 3 emergency service plumbers from my phone as well. I spoke to a couple plumbers and had dispatched one from an hour away to help solve the problem for you that evening. About 10 minutes later your neighbor (Jerry--the plumber) showed up, and said he would be able to help us. So I canceled the service call with the other plumbing company. After we all continued searching for another 15 minutes with no success, JEA finally arrived. He was unable to locate the water shutoff as well after about 10 minutes of searching, so he had to check utility records for the location. 10 minutes later he learned which side of the property the shutoff was located and was able to find it about 5 minutes later. After getting the water shutoff Jerry was able to access the attic to begin the repair of the waterline, and my foreman and I worked on extracting the water from the bathroom floors. Approximately 35 minutes later the plumbing repair was completed, so I paid the plumber and he left. I spoke with you before leaving to let you know, and you or the other lady inside at the time indicated concerns for mold and other concerns. I told you that I would look into the repair process and get back with you the following day once I had information. I left your house a little after 10:00 p.m. and headed home. The next morning I received a phone call from you at approximately 7:30 a.m., and you asked when someone was coming for repair. I informed you that I wasnt sure yet, because it was early but I would let you know later. You then stated that you were having surgery and wouldnt be home for awhile, but would let me know when you were back home. Around 8:00 a.m. I made a few phone calls to drywall/interior repair specialists, another roofing contractor, and also our insurance company. They informed me that the best plan of action is to have you file an insurance claim with your homeowner's insurance, because they are best equipped to make a fair judgement and take care of all the issues. Around 8:30 I got a notification from the Revdex.com stating you had already filed a complaint. You contacted us in the early afternoon, and we explained the plan of action to you regarding contacting your insurance company. First, I am terribly sorry that this issue occured. This type of problem is rare in our industry, but I have known other companies to have the issue. Some time in the past a plumber improperly placed a water line directly beneath the roof sheathing next to a rafter in your attic. When a roofer is working on a roof he has no idea what is beneath the area, so that is why our attorney created a disclaimer of this type of item under the terms and conditions of our contract. A nail from the roofing system should not be able to touch a waterline, electrical wire, or AC line if installed properly. There are required clearances or precautions of these items with respect to code compliance to prevent this from happening. Honor is defined by honesty and integrity--those virtues I care greatly about. I even founded my company on them! Since this complaint was filed the morning after I was at your home until 10:00 p.m., I didnt have a chance to resolve the issue, or even a plan of action. If only a ceiling issue, I know people to fix that. But when the process involves other items, it is easier to have a neutral 3rd party determine what is fair and necessary for your repairs. I am only qualified for roofing, so this is another reason that I wanted to consult with others to figure out how to best help you! I care greatly about doing the right thing, and I believe that to that point I did the right thing. I came right back, extracted water, coordinated plumbing resolution, etc., and yes although I believed strongly at that time this issue wasn't due to our negligence--I paid the plumber, paid my foreman overtime, etc., because I believed it was the right thing to do. When your roof project was sold, we were about 4 weeks out on scheduling. Since you had indicated you were former Navy I adjusted my schedule to complete your roof within 2 weeks--and also coordinated to have your roof installed in 1 day. I did this out of respect for you, and honoring military is important to me. After you contacted your insurance company, you had indicated that they sent someone out within a couple hours and have already began the restoration process. So that is where we are at thus far. The insurance company will assist with that part of the process, and if they have an issue with my company they will notify us. Again, I apologize for the problem, but I believe that I did the right thing from the beginning, and we are on the right path toward an honorable resolution. Sincerely,[redacted]
Dear Ms. [redacted], The timeline as I understand it, was that we arrived at your property around 6:45 a.m. on Thursday 09/28/2017 and began working on the roof. We removed all of the old shingles, replaced about 4 sheets of bad plywood--mostly at front valley area (none on rear),...
re-nailed the existing roof sheathing per code, installed underlayment, and installed the new shingle roof. We completed the roof and left the site around 6:30 p.m. the same day. Approximately 8:00 p.m. I received a call from you stating that there was water in your bathroom, so I tried to explain that we didnt knowingly damage any waterlines. At this point, I thought you may have had a glued PVC fitting that may have failed (this happens). But I told you that I was just getting home (about an hour away), but I would turn around and head back to look into the problem. I also called my foreman and had him meet me there as well to help with the issue. I arrived around 9:00 p.m., and discovered that a waterline is next to the roof sheathing and a roof sheathing nail had partially breached the PVC pipe. At that time there was not too much standing water in the bathroom floors, and most of the water was dripping into the toilets. I observed some sagging drywall in the ceiling and some water running down wall. We then began searching for your water shut off. After not being able to find it after a half hour of searching I called JEA from my phone to have them come out ASAP. I also called 3 emergency service plumbers from my phone as well. I spoke to a couple plumbers and had dispatched one from an hour away to help solve the problem for you that evening. About 10 minutes later your neighbor (Jerry--the plumber) showed up, and said he would be able to help us. So I canceled the service call with the other plumbing company. After we all continued searching for another 15 minutes with no success, JEA finally arrived. He was unable to locate the water shutoff as well after about 10 minutes of searching, so he had to check utility records for the location. 10 minutes later he learned which side of the property the shutoff was located and was able to find it about 5 minutes later. After getting the water shutoff Jerry was able to access the attic to begin the repair of the waterline, and my foreman and I worked on extracting the water from the bathroom floors. Approximately 35 minutes later the plumbing repair was completed, so I paid the plumber and he left. I spoke with you before leaving to let you know, and you or the other lady inside at the time indicated concerns for mold and other concerns. I told you that I would look into the repair process and get back with you the following day once I had information. I left your house a little after 10:00 p.m. and headed home. The next morning I received a phone call from you at approximately 7:30 a.m., and you asked when someone was coming for repair. I informed you that I wasnt sure yet, because it was early but I would let you know later. You then stated that you were having surgery and wouldnt be home for awhile, but would let me know when you were back home. Around 8:00 a.m. I made a few phone calls to drywall/interior repair specialists, another roofing contractor, and also our insurance company. They informed me that the best plan of action is to have you file an insurance claim with your homeowner's insurance, because they are best equipped to make a fair judgement and take care of all the issues. Around 8:30 I got a notification from the Revdex.com stating you had already filed a complaint. You contacted us in the early afternoon, and we explained the plan of action to you regarding contacting your insurance company. First, I am terribly sorry that this issue occured. This type of problem is rare in our industry, but I have known other companies to have the issue. Some time in the past a plumber improperly placed a water line directly beneath the roof sheathing next to a rafter in your attic. When a roofer is working on a roof he has no idea what is beneath the area, so that is why our attorney created a disclaimer of this type of item under the terms and conditions of our contract. A nail from the roofing system should not be able to touch a waterline, electrical wire, or AC line if installed properly. There are required clearances or precautions of these items with respect to code compliance to prevent this from happening. Honor is defined by honesty and integrity--those virtues I care greatly about. I even founded my company on them! Since this complaint was filed the morning after I was at your home until 10:00 p.m., I didnt have a chance to resolve the issue, or even a plan of action. If only a ceiling issue, I know people to fix that. But when the process involves other items, it is easier to have a neutral 3rd party determine what is fair and necessary for your repairs. I am only qualified for roofing, so this is another reason that I wanted to consult with others to figure out how to best help you! I care greatly about doing the right thing, and I believe that to that point I did the right thing. I came right back, extracted water, coordinated plumbing resolution, etc., and yes although I believed strongly at that time this issue wasn't due to our negligence--I paid the plumber, paid my foreman overtime, etc., because I believed it was the right thing to do. When your roof project was sold, we were about 4 weeks out on scheduling. Since you had indicated you were former Navy I adjusted my schedule to complete your roof within 2 weeks--and also coordinated to have your roof installed in 1 day. I did this out of respect for you, and honoring military is important to me. After you contacted your insurance company, you had indicated that they sent someone out within a couple hours and have already began the restoration process. So that is where we are at thus far. The insurance company will assist with that part of the process, and if they have an issue with my company they will notify us. Again, I apologize for the problem, but I believe that I did the right thing from the beginning, and we are on the right path toward an honorable resolution. Sincerely,[redacted]