The customer has demanded us to fix existing gutters. We were hired to install the standing seam metal roof only. We have already done more than the contract stated. We changed J-Channel (due to large amount of sealer), re-attached loose siding, sealed vinyl corners on dormer where...
water was leaking in, flipped soffitt back into place, hauled debris away (even though contract stated pile), and returned and changed 2 downspouts per customer request all done at no charge. Customer was told via email conversation to look at his neighbor's roof we installed (which highly recommended us) that his roof would look similar. He was told to look at the edges, valleys, cap and sheets and that minor imperfections to be excepted on the roof (oil canning). The gutter was never moved or disturbed during our installation process of the standing seam metal roof therefore, the gutter was not altered in any way. They have retained the same characteristics upon arrival of installation of the standing seam metal roof. We offered to quote him on new gutter since he feels it is our responsibility to fix existing gutter since we installed the standing seam metal roof. The contract does not include any gutter work, roof only. He signed the contract. We can provide 100s of happy customers, his neighbor being one of them. It seems the more we did for free the more he finds wrong with work we did not do. Our satisfaction with our customers is very important to us, but we can only do some much free work.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please understand that it is AFTER I reviewed and looked closely at my neighbor's roofing several times I asked my gutter functions remain unchanged and which was agreed to before I gave my deposit check. Yes, this was not put in writing, but it does not alter my contention. I asked for a revisit from Goodhew to agree on color and to point out certain conditions I wanted met. Goodhew agreed to those conditions which certainly included gutters and I even pointed out my most vulnerable gutter. It was only after that I made a deposit check. Specifically, I had noticed my neighbor's gutter functions are inoperative at a few places where roofing extends beyond his gutter catchment area. I also understood metal roofing will over-extend at its edges beyond current roof lines when Goodhew answered my detailed questions on this subject during their 1st visit. Ordinarily most gutters would accommodate these over extensions but not all. During that 1st visit neither party could predict gutters could miss runoffs. That is the nature of metal roofing when installed over an existing functional roof and gutter arrangement. My neighbor has no complaints because where his gutters fail to catch roof runoffs the ground below is wood chips. In my case it is lawn over dirt or concrete sidewalks. I already have holes in the lawn and I fear frost damage on the sidewalks once freezing weather arrives. I tried in good faith to extend gutters at my own expense and labor but failed miserably because I am no expert and cannot reach high roof lines. I did manage to extend at a couple of places but my fixes are temporary but they demonstrate this is a simple task for others in the know. I also brought dirt in to fill those lawn holes.Please fix my gutters. I remain a dissatisfied customer on an otherwise very well done job.
Regards,
[redacted]
The customer has demanded us to fix existing gutters. We were hired to install the standing seam metal roof only. We have already done more than the contract stated. We changed J-Channel (due to large amount of sealer), re-attached loose siding, sealed vinyl corners on dormer where...
water was leaking in, flipped soffitt back into place, hauled debris away (even though contract stated pile), and returned and changed 2 downspouts per customer request all done at no charge. Customer was told via email conversation to look at his neighbor's roof we installed (which highly recommended us) that his roof would look similar. He was told to look at the edges, valleys, cap and sheets and that minor imperfections to be excepted on the roof (oil canning). The gutter was never moved or disturbed during our installation process of the standing seam metal roof therefore, the gutter was not altered in any way. They have retained the same characteristics upon arrival of installation of the standing seam metal roof. We offered to quote him on new gutter since he feels it is our responsibility to fix existing gutter since we installed the standing seam metal roof. The contract does not include any gutter work, roof only. He signed the contract. We can provide 100s of happy customers, his neighbor being one of them. It seems the more we did for free the more he finds wrong with work we did not do. Our satisfaction with our customers is very important to us, but we can only do some much free work.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please understand that it is AFTER I reviewed and looked closely at my neighbor's roofing several times I asked my gutter functions remain unchanged and which was agreed to before I gave my deposit check. Yes, this was not put in writing, but it does not alter my contention. I asked for a revisit from Goodhew to agree on color and to point out certain conditions I wanted met. Goodhew agreed to those conditions which certainly included gutters and I even pointed out my most vulnerable gutter. It was only after that I made a deposit check. Specifically, I had noticed my neighbor's gutter functions are inoperative at a few places where roofing extends beyond his gutter catchment area. I also understood metal roofing will over-extend at its edges beyond current roof lines when Goodhew answered my detailed questions on this subject during their 1st visit. Ordinarily most gutters would accommodate these over extensions but not all. During that 1st visit neither party could predict gutters could miss runoffs. That is the nature of metal roofing when installed over an existing functional roof and gutter arrangement. My neighbor has no complaints because where his gutters fail to catch roof runoffs the ground below is wood chips. In my case it is lawn over dirt or concrete sidewalks. I already have holes in the lawn and I fear frost damage on the sidewalks once freezing weather arrives. I tried in good faith to extend gutters at my own expense and labor but failed miserably because I am no expert and cannot reach high roof lines. I did manage to extend at a couple of places but my fixes are temporary but they demonstrate this is a simple task for others in the know. I also brought dirt in to fill those lawn holes.Please fix my gutters. I remain a dissatisfied customer on an otherwise very well done job.
Regards,
[redacted]