Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ In September of we installed a new roof and replaced the siding for this customerThe invoice was paid and job closed on September 6, The first complaint call we received from the customer was one year later in August of stating that they had a roof leak and a water spot on the ceiling of the living roomOur roofer was sent out promptly to assess the damagesThere were water marks on the ceiling, they were dry at the time and they measured approximately inches in totalThis indicated a very small drip that had taken a full year to develop a stainIn inspecting the roof no problem could be found so the repairman thoroughly sealed every seam and valley with roof sealantAs per our customary practice the water mark on the ceiling was outlined with a pencil and we waited until there had been sufficient rain to see if the water marked spread indicating that a leak still remainedAfter a few weeks had passed without any further indication of a leak our painter was sent over to paint the ceiling with a coat of Benz which hides water marks, and after that dried thoroughly the entire ceiling was then painted back to the customers preferenceIn October of we received a phone call again from the customer stating that she was displeased with the paint job on her ceiling and again we sent our painter out and repainted her ceilingAll repairs and paint were done without any chargeOn June 30th of 2015, fully months after our last service call from her she called our office to complain of seeing a water mark again on living room ceiling, this was the same day that unknown to us, she filed a complaint with your officesWe scheduled a repairman for July 3rd, but when we called the customer she stated that she was expecting company and pushed the appointment back to July 7thOur repairman inspected on July 7th as promised and indeed the water mark had returnedThis time our repairmen removed a portion of the siding from the house in the area that was suspect for the leak, he found a probable cause in an area were a piece of original step flashing on a window dormer was defective and made the necessary repairs, and closed up the siding againAgain he outlined the water mark with a pencil, and since that date has heard nothing from the customer regarding the water mark spreadingHopefully this repair has resolved the problem and we can repaint for the final timeWe have an excellent reputation for responding to all customer complaints and making every effort to satisfy our customersThere has been no exception with this customer, we have responded promptly and made every reasonable attempt to find the cause of the leakIn years of Construction and Roofing we know that water leaks are always a potential issue and all we can do is give great customer serviceAs to the customers worry about mold or mildew, this leak is located on a dormer/roof joint over a ceiling with a second floor above it and should not involve any insulation, also there is no indications of having any mildew issuesWe can offer all receipts for the multiple repairs done at no charge
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The job is completed I am interpreting their statement of "the rest of our money" as we are paid in full It is nice to have this resolved
Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ In September of we installed a new roof and replaced the siding for this customerThe invoice was paid and job closed on September 6, The first complaint call we received from the customer was one year later in August of stating that they had a roof leak and a water spot on the ceiling of the living roomOur roofer was sent out promptly to assess the damagesThere were water marks on the ceiling, they were dry at the time and they measured approximately inches in totalThis indicated a very small drip that had taken a full year to develop a stainIn inspecting the roof no problem could be found so the repairman thoroughly sealed every seam and valley with roof sealantAs per our customary practice the water mark on the ceiling was outlined with a pencil and we waited until there had been sufficient rain to see if the water marked spread indicating that a leak still remainedAfter a few weeks had passed without any further indication of a leak our painter was sent over to paint the ceiling with a coat of Benz which hides water marks, and after that dried thoroughly the entire ceiling was then painted back to the customers preferenceIn October of we received a phone call again from the customer stating that she was displeased with the paint job on her ceiling and again we sent our painter out and repainted her ceilingAll repairs and paint were done without any chargeOn June 30th of 2015, fully months after our last service call from her she called our office to complain of seeing a water mark again on living room ceiling, this was the same day that unknown to us, she filed a complaint with your officesWe scheduled a repairman for July 3rd, but when we called the customer she stated that she was expecting company and pushed the appointment back to July 7thOur repairman inspected on July 7th as promised and indeed the water mark had returnedThis time our repairmen removed a portion of the siding from the house in the area that was suspect for the leak, he found a probable cause in an area were a piece of original step flashing on a window dormer was defective and made the necessary repairs, and closed up the siding againAgain he outlined the water mark with a pencil, and since that date has heard nothing from the customer regarding the water mark spreadingHopefully this repair has resolved the problem and we can repaint for the final timeWe have an excellent reputation for responding to all customer complaints and making every effort to satisfy our customersThere has been no exception with this customer, we have responded promptly and made every reasonable attempt to find the cause of the leakIn years of Construction and Roofing we know that water leaks are always a potential issue and all we can do is give great customer serviceAs to the customers worry about mold or mildew, this leak is located on a dormer/roof joint over a ceiling with a second floor above it and should not involve any insulation, also there is no indications of having any mildew issuesWe can offer all receipts for the multiple repairs done at no charge
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The job is completed I am interpreting their statement of "the rest of our money" as we are paid in full It is nice to have this resolved