Hello , Ms [redacted], I spoke to you last week regarding this complaint that Mr. [redacted] submitted. Mr. [redacted] was referred to us by a home warranty company. When we went out to inspect his roof leak we noticed that flashing behind the siding needed to be replaced and that's what we recommended to him...
at the time. An estimate was sent to him with a description of the work that was going to be done and it was agreed. The repair was for $275.00 and it was paid by him because the home warranty did not covered any flashing. On the day that the repairs were done he was there and he saw everything that was agreed upon was performed and as matter of fact he even wrote to me and told me that we had done a good job. We installed new shingles, new step flashing and ice water shield on the front and along the right side of the dormer. Two months went by and he called us to tell us that the leak was back, we went out we reinspected and we even ran water with the water hose for about 20 minutes and never saw the leak. He called us again and at this time I'm going to admit that it took us about three weeks to get out there because we have been very busy when we got out there I told my roof tech to remove shingles again around the same area he did and we discovered that the leak was now being caused by his skylight a skylight that is all cracked and in need of replacement. I called him told him about it and he said that he was not going to pay us anything else and that he had already paid for the leak to be repaired I explained to him that this time the leak was being caused by a very old skylight. One of the reasons he got upset was because when he called the home warranty people the representative that he talked to lead him to believe that a skylight might be covered I told him that most of the time those type of warranties do not cover something like that. After I got done analyzing the second leak I called the home warranty people and the claim was denied for the reason that I mentioned before. After all this happened we at the office discussed Mr. [redacted]'s, situation we made him an offer, I sent him a message that if he supplied all the material we would go and remove the skylight, the shingles and we would plug the hole where the skylight is. Also if he did not want to do away with the skylight we install a him a new skylight only if he purchased a Velux brand we would only charged him $75.00 because the one skylight that's there now is mainly used in mobile home or modular homes. Ms. [redacted], please let us know if you need any other explanation from us. All I can say is that we have done a lot for Mr. [redacted], for $275.00 and that unless he decides to do something about that skylight his leak is going to go away. Thank You, Juan [redacted]
Hello , Ms [redacted], I spoke to you last week regarding this complaint that Mr. [redacted] submitted. Mr. [redacted] was referred to us by a home warranty company. When we went out to inspect his roof leak we noticed that flashing behind the siding needed to be replaced and that's what we recommended to him...
at the time. An estimate was sent to him with a description of the work that was going to be done and it was agreed. The repair was for $275.00 and it was paid by him because the home warranty did not covered any flashing. On the day that the repairs were done he was there and he saw everything that was agreed upon was performed and as matter of fact he even wrote to me and told me that we had done a good job. We installed new shingles, new step flashing and ice water shield on the front and along the right side of the dormer. Two months went by and he called us to tell us that the leak was back, we went out we reinspected and we even ran water with the water hose for about 20 minutes and never saw the leak. He called us again and at this time I'm going to admit that it took us about three weeks to get out there because we have been very busy when we got out there I told my roof tech to remove shingles again around the same area he did and we discovered that the leak was now being caused by his skylight a skylight that is all cracked and in need of replacement. I called him told him about it and he said that he was not going to pay us anything else and that he had already paid for the leak to be repaired I explained to him that this time the leak was being caused by a very old skylight. One of the reasons he got upset was because when he called the home warranty people the representative that he talked to lead him to believe that a skylight might be covered I told him that most of the time those type of warranties do not cover something like that. After I got done analyzing the second leak I called the home warranty people and the claim was denied for the reason that I mentioned before. After all this happened we at the office discussed Mr. [redacted]'s, situation we made him an offer, I sent him a message that if he supplied all the material we would go and remove the skylight, the shingles and we would plug the hole where the skylight is. Also if he did not want to do away with the skylight we install a him a new skylight only if he purchased a Velux brand we would only charged him $75.00 because the one skylight that's there now is mainly used in mobile home or modular homes. Ms. [redacted], please let us know if you need any other explanation from us. All I can say is that we have done a lot for Mr. [redacted], for $275.00 and that unless he decides to do something about that skylight his leak is going to go away. Thank You, Juan [redacted]