Cozy Critters Pet Grooming

Complaint: ***
I am rejecting this response because:
I understand your company values its reputation. That is not my concern. Nor is being lied to or misled my primary concern. My concern is the roof that was installed on my home not being done with any reasonable level of quality as detailed in the below report. As you stated I requested a third party inspector to look at the roof because there seemed to be a disagreement between myself and the employees of your company as to what is acceptable work. Ivan had in fact came to inspect the roof at the time I originally made this suggestion, Don Putnam, the roof inspector was not able to do the inspection. I took it upon myself to compile information and photos of the issues at hand. This took some time for me to complete which resulted in the delay on my part. Since you apparently do not agree the roof needs a full replacement as requested in my complaint we are back to having Don Putnam complete the inspection. We will need to wait to see his suggestions before moving forward with repairs or replacement. I am still waiting on a written statement for each issue detailed in the report as to what Quality roofing considers suitable repairs https://onedrive.live.com/redir?resid=8DDFB18FC14039B6!1127&authkey=!AIQoILQZ5-q...⇄ I have further issues with statements you have made in your last response. I do not want to get in the overall timeline as we are where we are with regards to time that has passed. It is important we continue to stay in regular communication in the future and I appreciate your urgency since I filed this complaint. That being said I think you have made some I’ll informed statements and believe you are relying to heavily on email correspondence and your own employee’s statements. There were numerous emails, phone conversations and a visit by Ivan to look at the roof on or around the January 26thDuring these conversation *** was downplaying my concerns as Ivan had done after looking at the roof in person. Follo*** some heated back and forth with *** I requested a supervisor contact me on January 26th. This request was ignored. I even contacted the other Qualty Roofing office in Boerne, TX to try to talk to someone other than ***. I was referred back to *** and the Austin office by *** *** on February 6thIn your response you stated, “Per your request we had the owner of our company contact you to reassure you of this commitment.” This is an absolute falsehood. I had requested to speak with *** Robertson and was told I could not have his contact information by an Austin office employee I copied *** on an email February 5th after deducing his email address from other employee’s addresses and his name, which I had to find online because nobody was giving information about who was in charge or what was going on. I was not in contact with production manager, *** ***, until the in person visit on February 22nd, almost a month after having requested a supervisor contact me. As far as other issues I think I covered that in the below email to the CEO on February 16th: “*** It will be hard to sum up all the interactions that have taken place but there are a few points I would like to make with regards to truthfulness It wasn’t my goal to get people in trouble but you asked and I think it is fair that you know This really all began when *** and I were going over the final details before the project was to begin I wanted the drip edge to match the house trim and be paintable *** recommended a galvanized steel drip edge that had a “milled finish" Those are his words At the time I did not know better but have since talked to the DOT Metal Products sales rep for Texas and he confirmed the product has no special paintable characteristics I know it can be painted but from my experience this is not a good option Had I known galvanized steel was going to be used I would have opted for pre-finished drip edge Regardless of the drip edge finish, it is not the correct design and dimensions for the application That is a completely different issue I first realized galvanized steel drip edge was being used after it had been installed I was rather busy that day but stepped out my back door and immediately noticed it was not correct The gutter had also not been removed The crew had cut the drip edge on the face to get around the old gutter hangers The gutters were to be replaced later but should have been removed I brought this up with the crew leader and he said he would have to check and someone would get back to me Eventually *** and I talked and he reiterated the drip edge was “milled” and not to worry about the gutters not being removed I knew this was not correct This is the start of the bad interactions with *** I kept a small piece of the drip edge that had a barcode label because I knew it was going to be a problem It was a few days after the gutters were replaced before I had a chance to look at the roof From the street I could already see problems I had a few discussions with *** about some of the things I saw, not kno*** the full extent of the problems at the time Ivan came to look and seemed to think they were only minor Once I had a chance to look more closely I became very concerned I had sent a few photos to *** to show him what I was talking about His response was that from the picture he could see it was correct and that I didn’t know what I was looking at He continued to tell me everything was good and tried to assure me the crew had a lot of experience and they knew what they were doing At this point I was thinking this guy is full of st He hasn’t even looked at the roof and he is telling me something I know is incorrect From here our relationship really took a bad turn After a few conversations I emailed him and said I no longer want to deal with him and that it was time I talked to his supervisor My request was ignored I called the office and talked to *** I had very clearly told *** that I did not want to deal with *** or anyone that had been involved on my project At the time I did not know who owned or ran Quality Roofing After a number of conversations with *** she said they were having a meeting that afternoon and someone would be in touch with me the next morning It was my impression a supervisor had finally been notified The next day I had not heard from anyone so I called the office again and talked to *** She said someone would contact me very soon A few minutes later *** called I was not happy to say the least Through searching online I had just learned you are owner and general manager When I told *** I wanted to talk to you he said you are not involved in the operation of the company and that he was the general manager Later I had requested your contact info from *** and she told me they do not give that information out I called the Boerne office because I suspected *** had just given himself a promotion In the end, *** *** said she could not help and referred me back to the Austin office By this time I had finished the report I provided a link to this in the first email I believe I had sent to you I had to deduce your email address from your name and the format of your other employee’s email addresses Had I not done that I suspect you would still not know what was happening All that being said, my only concern is the workmanship If you have questions feel free to call or email meSincerely, *** ***"
Regards,
*** ***

Mr. [redacted], I would like to summarize our position.  First we understand our industry has a bad reputation, indeed the construction industry as a whole does, and so we can understand how a client, operating out of the fear of being taken advantage of, can worry that their issue will not be taken care of. From the outset we have communicated to you “we will do whatever it takes to resolve this with you” (as supported in all of the attached email documentation).  Saying this is one thing, but doing it is another and we understand that as well.  It is our position, that we have not yet been given an opportunity from you to resolve the concerns you have regarding your roof.  We met onsite with you and our production manager worked to clearly understand your concerns and issues.  We agreed there were issues and we indicated our willingness to resolve them.  To date,  we are still waiting for you to have an independent inspector come out according to your request.   In addition to this independent inspector, you asked us to seek out the manufacturer’s representative, which we did.  In this process of waiting to hear from the inspector you requested, we learned that you notified the Revdex.com.  Again, we respect your right to do this even though we feel that our actions did not call for this type of action.   We have not dodged this interaction but have worked relentlessly with the Revdex.com and you to resolve this issue.  Your comments about our company and our employees are discouraging and truly do hurt our business and our hard working team members.  Though we make mistakes, we have a track record that proves our team members do not operate in the manner you describe.  You should know that whether we get a good or bad review from you, we will do whatever it takes to do the right thing, as we always have.   We have attached the email documentation to this complaint, and we are confident that our intentions and actions to resolve this will speak for themselves.   You expressed your concern that we will not replace your roof.  We have never stated that we would not replace the full roof. We’ve stated that we would do whatever it takes to resolve this with you many times and are awaiting the independent inspection you requested. Unfortunately, in your situation, it felt like things escalated so quickly (For example, within a few days of your initial email detailing concerns, you mentioned contacting Attorney General and Revdex.com).  We can only guess that you did this out of the fear of being unprotected, though to date, your are still holding half your payment for the roof replacement and we have done all we said we were going to do.   Initially we tried to assure you that you were protected by your 10 year warranty and that we would do whatever it takes to resolve this with you. We have the confidence in our values as a company to tell our customers any time an issue arises, a general message of, “We will resolve this for you, please don’t be concerned.” If that came across as misleading, we apologize. With no one being allowed on site after you began expressing major concern, it makes sense that any conversation would be implied as contingent on further site meetings. Since we can’t refer to phone calls for reference, the email attachments will illustrate this directly on several occasions from the start, with many mentions to the effect, “we won’t know until we are able to meet on site.” Again, we can say with a clear conscience that we do not mislead clients.. It’s simply not what we stand for, not how we operate, and wouldn’t be a good business model. I hope you can understand that there are situations in life where there are simply misunderstandings or miscommunication  that are not malicious in nature.  Perhaps the quick escalation is from a fear or a bad past experience with a contractor.   Please allow us the opportunity to make any necessary corrections after we hear back from the independent inspector. We truly want to resolve this with you, we just need to be given the opportunity to do it.  Please understand we also are ok with admitting and owning mistakes but we will not concede to you that we have lied to you or not made a sincere effort to resolve your issues.  We really look forward to resolving these issues for you and thank you in advance for allo[redacted] us the opportunity and time to do this.

Dear Mr. [redacted],   We are sorry for your experience and are continuing our work to resolve this with you immediately. As a company, we take your comments very seriously and hope to regain your trust by explaining our understanding of the details pertaining to your project and our next action...

steps. We simply need the opportunity to resolve it. As of this writing, we have yet to be afforded the opportunity to go back and make any necessary repairs. We have agreed with you from the start to work with any GAF or independent inspector and therefore, are still waiting to get that opportunity.   While we are confident in the crew who installed your project and the 10 year workmanship warranty associated with your project, we are happy to do whatever it takes to resolve this with you. I’m sorry for anything that might have occurred that would lead you to believe we lied or misled you about anything. Throughout the email documentation of our correspondence, I hope you will see, our stance and intention as a company is quite the opposite. Integrity is one of our Core Values that we stress to everyone in our company. In fact, the reason we have such strong reviews on Angie’s List, Yelp, Revdex.com, etc. is because we put integrity first in all things. In the construction industry, mistakes will occur on occasion. It’s an unfortunate reality that all companies in this industry encounter.  The best we can do when this happens is ask to be given the opportunity to resolve it.   We’ve gone to great lengths to methodically review your report with our crew and Production team. Our emails to you contain a constant theme of commitment to do the right thing without fail and resolve this with you. I have reviewed the emails and can confirm that we responded within 24 hours of each email.  This does not include the phone conversations we’ve engaged in as well. After revie[redacted] these emails, I hope you will agree that we had to wait for varied periods of time at different stages to hear back from you in certain situations. Three weeks lapsed between the completion of your project (gutters completed on 1/18/16) and when you submitted your inspection report (2/8/16). As of this writing on 3/9/16, we are still waiting for an independent inspector, per your request, to verify any resolutions.   The most important point I want to address is your concern that you feel you were misled. We have discussed as a team and have yet to determine what specifically you are referring to that would cause that perception. As none of our team was not allowed to meet on site until more recently, it’s hard to imagine how that could be possible. Any conversations or emails about possible explanations or solutions prior to that were implied as contingent explanations or solutions; that is, contingent on being on site to inspect and confirm with you these potential explanations or potential solutions (i.e. “It could be a result of this, but we’ll have to confirm when we get on site to inspect.”). Some emails make this point directly. I apologize if there was any misunderstanding related to this. To reiterate, it was never and will never be our intention as a company to ever lie or mislead one of our customers. It is very upsetting for us as a company to think that a customer would view our company in a way that starkly contrasts our values.  We simply do not operate in the gray. It is not and will never be the way we do business. It is not acceptable for anyone on our team to kno[redacted]ly be untruthful. Again, the theme of our email correspondence throughout this project is consistent with how highly we regard integrity as detailed below in the follo[redacted] excerpts:   -"I know there's more work to do, namely meeting to go over these items in person, but I hope you can trust that we stand behind our work and that we always strive to do the right thing. We will continue to remain responsive, as hopefully you've already seen. We have a physical office here in Austin so you can trust we're not going anywhere and your 10 year workmanship warranty is solid for the scope of work we completed." -"We empathize with our customers, kno[redacted] this a large investment and so we do all we can to follow up with you diligently when you have questions or issues arise. Unfortunately, the reality of the construction industry is that it's not uncommon for a few outstanding issues to arise. The most important thing we can do is remain responsive and follow through on what we say we will. We hope for the opportunity to prove this to you." -" If there's something wrong with the installation, our crew is responsible for fixing it and any cost associated with that. Therefore, I'm not concerned about what spec you've researched and believe to be installed incorrectly. I'm more concerned that you are confident that we will resolve this with you."   Per your request, we had the owner of our company contact you to reassure you of this commitment.   Our system notes confirm an intended meeting (scheduled for 1/26) on site less than a week after the final trade was completed (gutters) in response to your initial email detailing your concerns. The emails also demonstrate a continued effort to resolve this and desire to meet with you on site shortly after your installation was completed. However, you requested time to seek out an independent roof inspector. Of course we agreed to this, as we wanted you to be reassured in whatever way you felt was necessary. You then informed us a roof inspector would not be available to come out anytime soon and that you would be conducting your own inspection. We then received your personally conducted inspection report on 2/8/16. Once you sent your inspection, we have never wavered in our commitment to resolve this with you. We took our time to methodically review this as our team was not given the opportunity to make an attempt to resolve this with you before mentions of filing complaints with Revdex.com and Texas Attorney General’s office (your email stated this on 1/29/16, three days after email on 1/26 detailing your concerns, eleven days after installation completion). These mentions also came before you submitted your inspection (2/8/16). Therefore, we were naturally cautious and methodical in calling in our crew and Project Managers to make sure we resolved this immediately and correctly.   Our Production Manager and myself, our company’s General Manager, were allowed to meet you onsite to go over your concerns on 2/22/16. We clarified onsite with you the resolutions we would undertake. Per your request, we went through your 45 page report again after this visit and did our best to respond to each detail you outlined. Our Production Manager has remained in contact with you since this meeting.   Pertaining to the materials, we use standard products provided by all the local suppliers and are up to code per GAF standards and used by all roofing companies.   You requested time to research what type of drip edge Austin area suppliers carry. As you conducted this research and considered your decision on what type of drip edge you would like installed, we were under the impression we were waiting to hear back from you as we could not proceed with any additional work until that decision was made (to either use standard product we use on every project or upgrade to a custom fabricated drip edge as you wanted to consider). I believe you have been able to complete this research and acknowledge that in the Austin area, and likely most suppliers in general, only carry the standard 1.5” x 1.5” or 2” x 2” drip edge.   The lapse in follo[redacted] up due to this was a misunderstanding on my part that lasted less than a week after our owner emailed with you (2/29/16 assuring you were follo[redacted] up on everything and asking for update on your drip edge research) before you filed this complaint with Revdex.com. We apologize and take responsibility for that misunderstanding.   Our crews are the best in the business. We stand behind their work, which is why we are confident enough to offer a 10 year workmanship warranty. However, they have made mistakes in the past like any one would expect during the course of their own respective professions. But, our crews’ body of work is of high quality, which is supported by our company’s high reviews as mentioned earlier. There were some mistakes made on your project that needed resolving and we remain committed to that goal. We believe our onsite conversation, emails, phone conversations have laid out in as great of detail as possible how we plan to do this and why we still feel confident in our warranty.   Unfortunately, mistakes are not uncommon for any business in our line of work.  The only thing we can offer in these situations is our commitment to do the right thing. I believe we are living up to this commitment. We simply would request the  opportunity to do that. I hope you will let us prove this to you by finishing well for you. As mentioned earlier, our Production Manager has remained in contact with you and is follo[redacted] up with you to coordinate a crew being able to go out once you agree to it. We are sincerely grateful for your business and are determined to resolve this in such a way that changes your opinion of our company.