Custom Builders, Inc.

We have spoken with the client.  The prior sales representative is no longer work for Sentry and when he left took a lot of the information regarding any issues with him.  We have been in contact with the customer and have been to correct the gutter issues that he had.  We are doing...

additional work for him now as well regarding to an additional window, a warranty repair, and roofing work.  We have and will remain in constant communication with this client to ensure all projects are completed in a timely fashion with excellent quality.

I called in this morning and went over details relating to this claim.  There are a good handful of falsified statements included in this.  Materials were delivered and work was completed according to the contract.  This customer was rude and aggressive to installers as well as office...

staff.  He came into the office yelling and throwing materials.  He also discussed with the installers how he had filed similar complaints in the past and was able to get work done at no cost.  I have copied below a picture of text messages between the sales person, [redacted], and the client stating that their remaining balance of $1400 was waived.  I have also attached a letter that was sent to them saying the balance was waived and the invoice showing the balance being removed.  He was given this information on May 18, 2017, which was well prior to when this complaint was filed.

We are very sorry to hear that Mrs. [redacted] is upset with the customer service that she received after and during her purchase regarding her roof repair.  We do apologize for any displeasure she has had working with our company.  We also desire and are willing to work on this issue with...

her again.  We have previously sent sales, management, and additional repair staff and crew members to look at her complaint regarding the dip that is believed to still be present in the roof.  We did send our repair staff to inspect possible installation issues.  They were able to see, after going to the property, where some shingles were sticking up, but that issue was corrected immediately by adding additional nails as needed.  We had the roofing crew do a full roof inspection, and based on their inspection there didn’t appear to be a dip in the roof.  During original installation, the roof was completely replaced and there were OSB boards installed under the shingles to correct the dip that was previously present.  Our Sales Manager, [redacted], did have contact with Mrs. [redacted] trying to assist with any of the issues the customer had, but we were unable to see any problems that would need to be repaired.  We are completely willing to tear off the portion of the roof that she has questions about to inspect the OSB board and existing roofing.  If there is any issue with the workmanship we are completely willing to accept responsibility and take over the costs associated with this repair.  If it is found that there is no issue with the workmanship and shingles are removed there will be an additional cost associated with that work.  We desire to ensure that their roof is in perfect condition and aspire to keep all of our customers happy and pleased with the work we have completed.  We would appreciate the opportunity to work with Mrs. [redacted] to resolve any of the issues she feels are still present.  Please contact us as soon as possible and we will schedule any work necessary to rectify this complaint.  We hope that we are able to change her views on our workmanship and company as a whole.Thank you,[redacted]Office ManagerSentry ExteriorsOffice: ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]