Crown Roofing & Exteriors Inc

Crown Roofing completed the roofing project for *** *** in Trenton on 11/19/Crown invoiced her the following week on 11/27/The state suggests a company to warranty a roof replacement for full year; Crown Roofing chooses to double that to a year warranty as a benefit to the
customerCrown's warranty begins the date of completion (11/19/in this case) and ends two years later (11/19/15)So, this roof installation was out of warranty on 11/24/when we were first contacted about the repair
The contract provided by Crown and signed by the customer states that Crown is not responsible for warranty on any product installedThe manufacturer would be responsible for product warranty
The customer has expressed concern that Crown has provided "faulty wood" on the dormers at the houseCustomer used a table fork to dig into the wood to demonstrate the faultiness of woodThe wood was very damaged upon our first response to the repair callThe customer had been digging into the wood prior to our arrival and continued to dig in front of our rep by scraping to continue the demonstration for us
Crown Roofing installed the wood, but the customer assumed the role of painting the woodWith Crown's limited time to inspect, Crown was unable to determine the durability and application of the paintAnd with extensive damage from scraping with fork, it would have been difficult to assess either way
When Crown Rep was contacted on 11/24/15, he responded within hours, as requested, to address the issueThe customer became very unhappy to learn that the warranty had expired and that Crown does not warranty the wood in any caseThe customer proceeded to insult the Rep and Crown Roofing with use of profanity and threats of a lawsuit via her relative, an attorney
The Rep decided to leave the premises and turn the complaint over to a fellow owner in charge of customer serviceFellow Rep contacted customer later that day to try to reach an agreement that fairly suited both customer and CrownCustomer did not receive call well as profanity, insults and threats were basis of conversation againSecond Crown Rep did not get past introduction before strong reaction and immediate termination of call from customer
It was the next day that Crown received certified letter requesting communication and organization of repairSecond Crown Rep again called customer in response to letterRep was again instructed to cease attempts to contact and that all future communication would be through the relative, the attorneyThere was no profanity or threats in that final conversation
Crown Roofing has completed over roofs since its conception in Although perfection is the goal, Crown has had to do some warranty work over the past yearsWe have successfully done this with zero unsatisfied customersAny workmanship mistakes by Crown have been addressed professionally and successfully without customer distress
At this point, Crown is unsure how to proceedWe have attempted to contact customer to address situation and have been denied