Initial Business Response /* (1000, 7, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
THE CHEQUE WAS CASHED BEFORE SHE CALLED AND COMPLAINED WHICH WAS A COUPLE OF DAYS AFTER THE JOB WAS COMPLETED AS IT WAS AN EMERGENCY...
CALL ON [redacted] I BELIEVE, IN WHICH IT WAS A MORE DIFFICULT ROOF TO REPAIR BECAUSE IT WAS A METAL ROOF AND WE HAD TO GO OUT TWICE TO THE SUPPLIERS TO GET MORE MATERIALS BECAUSE NOT ONLY DID THE ROOF FLANGE HAVE TO BE REPLACED BUT IT WAS AN ODD SIZE VACUUM PIPE THAT WAS ALSO BROKEN OFF INSIDE THE ROOF. THE PARTS WERE NOT READILY AVAILABLE AND HAD TO BE OBTAINED IN A [redacted] WAREHOUSE. IT WAS GOING TO RAIN THAT NIGHT AND THEIR WAS NO QUICK WAY TO DO A TEMPORARY PATCH AND IT HAD TO BE FIXED IMMEDIATELY. BY THE TIME WE FINISHED THE JOB THE DAY WAS GETTING LATE AND WE COULD NOT GO TO ANOTHER JOB. ALTHOUGH I FEEL THAT THIS WAS A FAIR PRICE SINCE WE SPECIALIZE IN METAL ROOFS WE HAD TO DO A LOT OF RUNNING AROUND FOR THE PROPER PARTS AND IT WAS A DIFFICULT REPAIR IN WHICH I GAVE A TEN YEAR WARRANTY ON. I FEEL THAT IT WAS A FAIR PRICE CONSIDERING IT WAS AN EMERGENCY CALL ON [redacted] IN WHICH THE JOB WAS CARRIED OUT IN A PROFESSIONAL AND TIMELY MATTER AND WHEN WE LEFT WE WERE UNDER THE ASSUMPTION THAT THE CUSTOMER WAS SATISFIED WITH THE JOB. [redacted] SPENDING SO MORE THAN THE 90 MINUTES, AS THE CUSTOMER HAD SAID IN HER IN COMPLAINT, IT WAS APPROX 4 HRS, [redacted].
Initial Consumer Rebuttal /* ([redacted]0, 9, 2015/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Total time from initial assessment by the company until the completion of the order was approximately four hours. Total time to physically make the repair was 1.5 hours of total time. Company availability was commendable, however arrival was approx.2.5 hours after we initially spoke on the phone and while this occurred over the course [redacted] weekend, it was, in fact, [redacted]. Businessess were open. Warranty paper was not completed stating 10 year coverage. Job completed professionally and promptly that day and I am grateful. A refund of $[redacted] for seems fair and acceptable.
Initial Business Response /* (1000, 7, 2015/04/15) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
THE CHEQUE WAS CASHED BEFORE SHE CALLED AND COMPLAINED WHICH WAS A COUPLE OF DAYS AFTER THE JOB WAS COMPLETED AS IT WAS AN EMERGENCY...
CALL ON [redacted] I BELIEVE, IN WHICH IT WAS A MORE DIFFICULT ROOF TO REPAIR BECAUSE IT WAS A METAL ROOF AND WE HAD TO GO OUT TWICE TO THE SUPPLIERS TO GET MORE MATERIALS BECAUSE NOT ONLY DID THE ROOF FLANGE HAVE TO BE REPLACED BUT IT WAS AN ODD SIZE VACUUM PIPE THAT WAS ALSO BROKEN OFF INSIDE THE ROOF. THE PARTS WERE NOT READILY AVAILABLE AND HAD TO BE OBTAINED IN A [redacted] WAREHOUSE. IT WAS GOING TO RAIN THAT NIGHT AND THEIR WAS NO QUICK WAY TO DO A TEMPORARY PATCH AND IT HAD TO BE FIXED IMMEDIATELY. BY THE TIME WE FINISHED THE JOB THE DAY WAS GETTING LATE AND WE COULD NOT GO TO ANOTHER JOB. ALTHOUGH I FEEL THAT THIS WAS A FAIR PRICE SINCE WE SPECIALIZE IN METAL ROOFS WE HAD TO DO A LOT OF RUNNING AROUND FOR THE PROPER PARTS AND IT WAS A DIFFICULT REPAIR IN WHICH I GAVE A TEN YEAR WARRANTY ON. I FEEL THAT IT WAS A FAIR PRICE CONSIDERING IT WAS AN EMERGENCY CALL ON [redacted] IN WHICH THE JOB WAS CARRIED OUT IN A PROFESSIONAL AND TIMELY MATTER AND WHEN WE LEFT WE WERE UNDER THE ASSUMPTION THAT THE CUSTOMER WAS SATISFIED WITH THE JOB. [redacted] SPENDING SO MORE THAN THE 90 MINUTES, AS THE CUSTOMER HAD SAID IN HER IN COMPLAINT, IT WAS APPROX 4 HRS, [redacted].
Initial Consumer Rebuttal /* ([redacted]0, 9, 2015/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Total time from initial assessment by the company until the completion of the order was approximately four hours. Total time to physically make the repair was 1.5 hours of total time. Company availability was commendable, however arrival was approx.2.5 hours after we initially spoke on the phone and while this occurred over the course [redacted] weekend, it was, in fact, [redacted]. Businessess were open. Warranty paper was not completed stating 10 year coverage. Job completed professionally and promptly that day and I am grateful. A refund of $[redacted] for seems fair and acceptable.