Excellent Exteriors

Revdex.com: 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]

We received a few calls from Mr*** the week of March 31stHe called from a Frankfort number, a place where we do not currently have any projects going and where the week before numerous spam calls came fromSo I believe it to be the 3rd call when he left a message that we received and
realized he had a possible warranty issueI called him back immediately upon hearing the voicemailNo emails from the ***s were received during this timeDon't know if the emails mentioned were sent to spam and deleted or for some other reason didn't make it through, but no email correspondence were received by me or anyone with our company. When I called Mr*** back he stated the inspector documented a possible roof leak and that it needed to be remedied prior to closing in weeks (week of April 15th) I agreed his roof was still under warranty with us and that we would fix any issues with regards to the roof per our agreement with the original customer as the warranty was transferred to the ***s after they purchased the propertyWe take care of our warranty issues and I made it clear to Mr*** that if the problem was in any way related to the roof installation we would fix it right without question in the time frame he neededI told Mr*** that my schedule for the following friday (March 31st) was full, so I could not set a time with him but that I thought it may be possible to make it at some point that day if an item on the schedule went quicker or something was rescheduledI told him I believed it would probably happen but I could't be 100% sure He said that Mrs*** would be home all day, we agreed that I would call if/when I could make it and heading that direction, that way if Mrs*** had to run out for any reason she would have time to run back home before I got thereFriday(March 31st) came and nothing ended up changing with my schedule, with a few things running unexpectedly longer so I couldn't end up making itThe weather forecast looked fine for the weekend and the potential leak in my understanding was very minor (was detected using moisture gauge) so I figured it wasn't a problem for me to look at it the following monday. I didn't get finished with work that day till dark, when I went to call I thought it too lateI regret not calling the ***s to give them an update that nightin hindsight I should haveBut again, considering the above mentioned facts and the fact they had weeks from that point to complete the repair I didn't think business day would be an issue. Monday April 3rd mid-morning I gave Mr*** a call to let him know I was going to get there that afternoonI arrived early afternoonI inspected the interior wall of the garage, where the water was detectedUpon a thorough inspection of the roof it became clear there was not a leak from the roofI found that water was entering the home between the chimney cap and the vinyl sidingI uncovered clear evidence of this after removing the top piece of siding that butted up to the chimney capNeither the cap or the siding was replaced by us during the roof installation therefore it was not covered under the roof warrantyHowever it was a relatively quick fix that I went ahead and completed while I was there by closing the gap and effectively fixing the problemWhen water is getting behind wall cladding above the roof there is nothing the roof and/or any roofing components (shingles, flashing, etc..) can do to keep water outDocumentation of the water leak being fixed was requested and provided to Mrand Mrs*** to give the Buyers We always honor our warrantiesI want to make that clearWe treat our customers as life-long customers, we do everything we can to make sure that once the project is complete each customer would be happy to hire us again for their next projectI feel certain that if Mr& Mrs*** need any of the services we provide in the future they will be calling us.Sincerely,*** ***PresidentExcellent Exteriors Inc

Mr***'s work was completed the following day after the complaint was madeThe work in question was change orders that seems weren't processed correctlyAfter hearing the work wasn't completed the week prior I had scheduled the completion for 10/Unfortunately, it seems Mr*** wasn't made
aware of thisHowever, the work in question was completed the next day as planned(10/23)Mr*** I apologize for any inconvenience this may have caused you and I thank you for your business
Sincerely,
*** ***

Revdex.com:
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]