Initial Business Response /* (1000, 5, 2014/02/07) */
We received a phone call from Mr*** on January and added him to our list of snow removalDue to the incredible amount of snow we were extremely busy with snow removal and were working in the order that the jobs were
receivedWe had crews working non-stop at this time
We did move Mr*** job to the top of the list when he did call on the of JanuaryWe sent over a crew of men to remove snow which they did hour (man hours)After this time, a neighbor came out and demanded that they were not to disburse any snow on their property whatsoever (the homes are very close together), and continued to draw a line in the snowThe crew than decided to leave to alleviate any potential problems for themselves or our customerUnfortunately this was not communicated to the office so that we could properly communicate with Mr***The crew has been advised that in the future they must inform the office of any and all problems or situations that may arise
We did receive a message from Mr*** with concerns that all the snow was not removedImmediately we assigned another worker to the property and they spent an additional hours on the roof removing snowAs of today, February we have assigned another crew of men to remove all snow off Mr*** roof
As stated in the original conversation our charge for snow removal is $70/man/hour along with a minimum $charge, regardless of the amount of time spent on siteThis is clearly stated to all customers before any work has startedFor this job, although a considerable amount of hours were needed, Cooper Roofing will only be charging the minimum amount of $
Cooper Roofing Ltdhas now sent different crews, totaling men, to Mr*** residence and we sincerely hope this resolves the issueWe regret that we did not receive communication from the original crew regarding the issue with the neighborAs we are dealing with an unprecedented amount of snow fall this season, we were trying our absolute best to provide excellent customer service for each of our customersCommunication should have been better with Mr*** and we sincerely apologize for this
Final Consumer Response /* (3000, 8, 2014/02/10) */
Complaint resolved with company coming to finally complete original job after complaint was filedNo change to invoice made
Initial Business Response /* (1000, 5, 2014/02/07) */
We received a phone call from Mr*** on January and added him to our list of snow removalDue to the incredible amount of snow we were extremely busy with snow removal and were working in the order that the jobs were
receivedWe had crews working non-stop at this time
We did move Mr*** job to the top of the list when he did call on the of JanuaryWe sent over a crew of men to remove snow which they did hour (man hours)After this time, a neighbor came out and demanded that they were not to disburse any snow on their property whatsoever (the homes are very close together), and continued to draw a line in the snowThe crew than decided to leave to alleviate any potential problems for themselves or our customerUnfortunately this was not communicated to the office so that we could properly communicate with Mr***The crew has been advised that in the future they must inform the office of any and all problems or situations that may arise
We did receive a message from Mr*** with concerns that all the snow was not removedImmediately we assigned another worker to the property and they spent an additional hours on the roof removing snowAs of today, February we have assigned another crew of men to remove all snow off Mr*** roof
As stated in the original conversation our charge for snow removal is $70/man/hour along with a minimum $charge, regardless of the amount of time spent on siteThis is clearly stated to all customers before any work has startedFor this job, although a considerable amount of hours were needed, Cooper Roofing will only be charging the minimum amount of $
Cooper Roofing Ltdhas now sent different crews, totaling men, to Mr*** residence and we sincerely hope this resolves the issueWe regret that we did not receive communication from the original crew regarding the issue with the neighborAs we are dealing with an unprecedented amount of snow fall this season, we were trying our absolute best to provide excellent customer service for each of our customersCommunication should have been better with Mr*** and we sincerely apologize for this
Final Consumer Response /* (3000, 8, 2014/02/10) */
Complaint resolved with company coming to finally complete original job after complaint was filedNo change to invoice made