Initial Business Response /* (1000, 5, 2015/07/10) */
***
We apologize for the continuous leak and have been tending to the matter but unfortunately it got lost in the shuffle of
winter ice damming issuesWe have completed a water test on the roof area in question and we are confident that we know how the water is getting in and will gladly send one of our crews back to do the repairs with the involvement of the home ownerThe roof is a bit more complex than most because of some intersecting walls, joints, and corners on the roof and unfortunately more care should have been taken to these areas
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the companies willingness to repair the roof but I do have some concerns regarding the response
First would be the statement that the roof has been tested and the leak foundThis was done last year before the repairs but there haven't been any tests this yearTherefore we don't know for certain where the leak is
Next, I am a little concerned that their response does not respond to the timeline I provided for completion of the work (***Without a time commitment on behalf of the company I am in no better situation***So, I would like to see included in their response a timeframe for completion of the work
Finally, I do not see anything in their response regarding follow up or extended warranty which I mentioned in my complaint
Without these shortcomings addressed it is difficult for me to accept their response
Final Business Response /* (4000, 9, 2015/07/21) */
We would like to book an appointment to meet with the customer on site and address his concernsAs said before, we know where the water is entering, but if the customer would like another water test performed we can do that before we do any more repairsIt's impossible to put a timeline on this while we are going back and forth through snail mail so once a site meeting is set up with the customer and the leak is identified once again, we can put a timeline into placeWE will extend the warranty of the roof in the areas we do remedial work, however, the remainder of the roof will carry the original year labour warrantyPlease have the customer contact our office to set up an appointment to get this situation rectified
Thanks,
***
Final Consumer Response /* (2000, 11, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A meeting has been set up with the company
I understand that the extension to the warranty would only apply to those areas that have been repaired
Initial Business Response /* (1000, 8, 2017/08/17) */
We have been and currently are still dealing with ***'s fading concernsHe has delayed the process by not wanting to deal with anybody but the original installer and estimator(whom is out ill) from the job, making it hard for the
manufacturer/supplier to gain access and samples of his sidingBecause the fading is simply cosmetic, it's not going to be an instantaneous processEspecially with an uncooperative customerWe will continue to investigate this warranty claim with our manufacturer as per our protocolA sample is supposed to be taken today by *** (the installer) and photos by the manufacturer/supplier if the customer allows
Initial Consumer Rebuttal /* (3000, 11, 2017/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it will take between to weeks for a decesion to be made from siding manit is a waiting process for now to see if defective siding is replaced
Initial Business Response /* (1000, 15, 2015/10/23) */
Please accept my apologies for the delay in responseThe shingles installed were Charcoal Grey as requested by the clientAs explained to the client, we try to price our jobs as fairly & affordably as possible to all of our clients and in
lieu of adding an additional 2% to the costs of every one of our jobs to every one of our clients to allow for the occasional client that wants to pay by credit card - we inform our clients that if they wish to pay by credit card the additional charge to cover the costs that the credit card company charges to us will have to be paid additionally by them as an administrative feeUnfortunately, this is the system that works best for majority of our clientsThe day after our conversation, they paid the account using two email money transfers - *** *** *** *** ***
Final Consumer Response / [redacted] (2000, 6, 2016/01/26) */ The repair has been madeThanks
Initial Business Response /* (1000, 5, 2015/07/10) */
***
We apologize for the continuous leak and have been tending to the matter but unfortunately it got lost in the shuffle of
winter ice damming issuesWe have completed a water test on the roof area in question and we are confident that we know how the water is getting in and will gladly send one of our crews back to do the repairs with the involvement of the home ownerThe roof is a bit more complex than most because of some intersecting walls, joints, and corners on the roof and unfortunately more care should have been taken to these areas
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the companies willingness to repair the roof but I do have some concerns regarding the response
First would be the statement that the roof has been tested and the leak foundThis was done last year before the repairs but there haven't been any tests this yearTherefore we don't know for certain where the leak is
Next, I am a little concerned that their response does not respond to the timeline I provided for completion of the work (***Without a time commitment on behalf of the company I am in no better situation***So, I would like to see included in their response a timeframe for completion of the work
Finally, I do not see anything in their response regarding follow up or extended warranty which I mentioned in my complaint
Without these shortcomings addressed it is difficult for me to accept their response
Final Business Response /* (4000, 9, 2015/07/21) */
We would like to book an appointment to meet with the customer on site and address his concernsAs said before, we know where the water is entering, but if the customer would like another water test performed we can do that before we do any more repairsIt's impossible to put a timeline on this while we are going back and forth through snail mail so once a site meeting is set up with the customer and the leak is identified once again, we can put a timeline into placeWE will extend the warranty of the roof in the areas we do remedial work, however, the remainder of the roof will carry the original year labour warrantyPlease have the customer contact our office to set up an appointment to get this situation rectified
Thanks,
***
Final Consumer Response /* (2000, 11, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A meeting has been set up with the company
I understand that the extension to the warranty would only apply to those areas that have been repaired
Initial Business Response /* (1000, 8, 2017/08/17) */
We have been and currently are still dealing with ***'s fading concernsHe has delayed the process by not wanting to deal with anybody but the original installer and estimator(whom is out ill) from the job, making it hard for the
manufacturer/supplier to gain access and samples of his sidingBecause the fading is simply cosmetic, it's not going to be an instantaneous processEspecially with an uncooperative customerWe will continue to investigate this warranty claim with our manufacturer as per our protocolA sample is supposed to be taken today by *** (the installer) and photos by the manufacturer/supplier if the customer allows
Initial Consumer Rebuttal /* (3000, 11, 2017/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it will take between to weeks for a decesion to be made from siding manit is a waiting process for now to see if defective siding is replaced
Initial Business Response /* (1000, 15, 2015/10/23) */
Please accept my apologies for the delay in responseThe shingles installed were Charcoal Grey as requested by the clientAs explained to the client, we try to price our jobs as fairly & affordably as possible to all of our clients and in
lieu of adding an additional 2% to the costs of every one of our jobs to every one of our clients to allow for the occasional client that wants to pay by credit card - we inform our clients that if they wish to pay by credit card the additional charge to cover the costs that the credit card company charges to us will have to be paid additionally by them as an administrative feeUnfortunately, this is the system that works best for majority of our clientsThe day after our conversation, they paid the account using two email money transfers - *** *** *** *** ***
Final Consumer Response /* (2000, 6, 2016/01/26) */
The repair has been made. Thanks.