Harbert Roofing Inc.

Mr*** called us in the middle of a very busy rainy season. We were backed up with leak calls and he was told each and every time that he called that we were very busy and for that reason, he was never promised a date or time as to when we would be there. EVERY customer is told
our hourly rates when they call for repairs- $100/man hour plus materials. They are also told that there is no guarantee with leak calls, especially on a roof we did not install and know nothing about. Leaks can be very hard to diagnose, as they travel along the beams and ultimately end up dripping out where ever they land. Sometimes it takes us 2-times to stop a leakAfter our first visit, Mr*** called back and we went out there a second time, no charge! When he ultimately received his first invoice for the first visit, he called and complained about the price. He said he was never told that it was $100/man hour plus materials. I went ahead and discounted his first invoice by 50% and then I went ahead and repeated our price to him. A few days later, Mr*** called again and at that time, the secretary told him the same price (as she knew that he had called and complained before). Knowing that he was not happy with his last invoice, my estimator called Mr*** before going out a third time. My estimator told him the cost of our visit again, $100/man hour plus materials AND he told him again that there was no guarantee with leak calls AND he told him specifically that there would be a charge to come out again. I was a witness to that conversation and I heard my estimator repeat those words to Mr***. We went out to Mr***'s house a third time and we made repairs. A few days later, I sent an invoice to Mr***, along with a copy of the work order that explains what work we did and who did it. We heard nothing from Mr*** for about a month so I went ahead and sent him another invoice. About a week later, a very rude Mr*** came into our office accusing us of never coming out there for the third visit. I showed him a copy of the work order, I read the description of the work to him and I told him who was there. He NEVER said that he had fixed the repair before we showed up. He just kept insisting that we "prove" that we had been there. "How can we prove it?" Again, I showed him a copy of the invoice and the work orderI tried to discuss the balance due with Mr*** but because I had already discounted his first invoice by 50%, I told him I was not going to do it again, as I KNEW that I had told him, the SECRETARY had told him and our ESTIMATOR had told him what the rates were. I honestly believe that Mr*** had no intentions on paying us for that third visit, or he would have called and complained when he received that invoice. Because he has an outstanding balance and he is refusing to pay, he was sent to collections, which is our standard procedure. No refund will be given and as I stated in a previous letter to Mr***, he called and asked us for a service and we provided that service so the balance is due. We have been is business for over years and we have a wonderful reputation. One "fabricated" compliant from someone is not going to harm our reputation

I am rejecting this response because: I have said this before but I will say it againthere was no second visit that they didn't charge me forThe first time I called them they told me they would be out that day and they wereThey also said the repair man would call first and he did that alsoSo when I called them the second time they said they would be out on Thursday or Friday but would call firstSo with the no show and no call by Friday night I gave up on themI do not believe there policy is to just show up when ever they like weather you are home or notIf a leak is coming out in the house or garage and the house is locked they wouldn't even know where to lookSo once again I saying I paid them to fix a leak and they did not do thatThey did NOT come back once for freeThey said they came back when know one was here and did not call to see if anyone would be thereHow would they even know where to look if they do not contact the homeowner ? I still say they owe me $for not fixing what they were paid to do

I am rejecting this response because:They didn't tell me that they would keep charging to fix the same leak. And they were only here one time that I saw them. Also they never said they could be up to four day late. I waited for them for two days while I watched my Sheetrock get wetter and wetter until I was afraid the ceiling was going to come down. In short they are telling you a lot of things they never told me.

Mr. [redacted] was told by ME when he called and complained about the price that there was no warranty.   He was told by 3 different people in our company what our fees were. When Mr. [redacted] called us to come back for the 3rd time he was DEFINITELY told by my estimator, while I stood over him, that there would be ANOTHER charge to come out. When my estimator explained that to him, Mr. [redacted] replied that he understood.  There was NEVER a date discussed as to when we would be there when he called as we were buried in leak calls as it was a very rainy time.  Mr. [redacted] never intended to pay the second invoice as the proof is in the fact that he complained about the first invoice, and he threw away the second invoice, without even calling our office to question our presence. We are not interested in this whole back and forth, he said she said.  The situation is as stated in my previous comments.  Mr. [redacted] is upset that he has been turned into collections.  So be it!