Industrial Gear & Pump

Initial Business Response /* (1000, 5, 2015/11/02) */
The original complaint from consumer was as follows: That the ridge shingles were a shade lighter than the roof shinglesThat *** (salesman) had not returned calls from herThat she was frustrated with the situation with ridge and
calls
Consumer called Parker Brothers office at end of September & spoke to the office manager & explained the situationConsumer stated that was issue with the ridge installed on her houseThat she was unhappy with the way it looked, but did not want to change because someone had told her it would damage her roof* at an earlier time had spoke to her about if she did not want it changed, what could we do as a company to make her happyConsumer stated that maybe we could give her some discounted guttersThat was up to herConsumer decided that was still to high of price for herAt that time it was left up to her to decideConsumer not able to contact or get return call from ***, called the office the last week of September and spoke with office manager to explain situation and vent frustrationsOffice manager explained to consumer at that time that YES ridge could be replaced without damage to roofConsumer was O.Kwith thatOffice manager told her that a work order would be filled out and we would get to her as soon as possibleThe issue was taken care of approximately days later at no charge to consumerWhen office manager spoke to consumer there was never a mention on charging her for any issues she was having
Office Manager apologized to the consumer several times through out conversations for any frustrations and any non-answered phone calls from salesmanThat we at Parker Brothers take pride in our work and customersWe take care of problems/issues when we are made aware of them
Our answer to this complaint is:
We apologized for any frustrations, any inconvenience to consumer & that we changed ridge to consumer satisfaction & did not charge her for any extra work as soon as office was made aware of situation
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ridge shingles have NOT been replaced!
The office manager did apologize on the first call and said she would call me back the following weekShe did not callMy calls were not returned
The ridge shingles are too dark, not too light
Final Business Response /* (4000, 11, 2015/11/24) */
In response to latest consumer rebuttal, We here at Parker Brothers did replace Ms***'s ridge on October the 12th, I spoke with *** the week prior to doing the ridge repair and told her I would set it up to get that done for her if she was unhappy with the appearanceI was out of town when the work was complete and I did verify that the work did get doneThe ridge is a match to the shingles that were installed
I also did leave a message for Ms*** after work was done and I never received a message or call from her
We at Parker Brothers stand behind our work and fix any issues when we are made aware of them
I believe I had a very good conversation with Ms*** and she was OK with replacing the ridge
As far as I was concerned the problem was solved and there were no more issues

Initial Business Response /* (1000, 5, 2015/11/02) */
Parker Brothers installed a new roof for Mr. [redacted] in July, 2014. It was a new construction job.
We were contacted by Mr. [redacted] shortly after we installed roof to say that there was a leak in a certain area of the roof. We immediately went to Mr....

Hills and looked at roof. and addressed the issue by sealing the area. We went back a few more times (twice) plus the first time (total of 3 times) to see if anything we could do. We spoke to Mr. [redacted] after we went the third time to explain to him that the leak was not from Parker Brothers installation of roof. That after the roof was completed Mr. [redacted] had other contractors out to the house doing other work. Mr. [redacted] told us YES he had guys out doing chimney/other work and with that conversation we learned that those other contractors had nailed 2x4 boards to newly installed roof for scaffolding purposes. It was our conclusion at that time that when those other contractors nailed those boards to roof that it made several large holes in roof that was causing the leak. Our sales spoke to Mr. [redacted] and explained what was causing the leak and that it was not due to our/Parker Brothers negligence or installation. We explained we could fix for Mr. [redacted] at additional charge as was not our fault. He agreed with the conversation and stated he would get back to us. We have had no further contact since that time.
Our resolution is:
We installed a proper roof that did not leak when we left the jobsite. It was due to other contractors that are not associated to Parker Brothers. We made several attempts to help with what we could, but is not a Parker Brothers issue. WE do not want to be held accountable for another contractors issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/05) */
I have spoken with the brick layer and he states that he did not nail anything into the roof. Brick layer said that he brought his own scaffolding that he puts the bricks on. There is also not a chimney on my home. Every time Parker Brothers came out all they did was add more silicone to the roof. Which when you get close to the roof looks really bad. Also I am sure that in a few years the silicone will wear off and all the leaks will be back. I don't think that I am being unreasonable asking them to repair their roof. I am stuck in between 2 contractors that both are blaming the other for a faulty roof. Is it common for businesses to blame each other and no one taking responsibility for their workmanship? I am not asking for a complete roof just the section that is leaking to be repair. It is very depressing to live in a new home for less than a year and have water stains and have to put pots out to catch water when it rains. I also have pictures of the home while it was being built that shows that area when the bricks were being installed that shows the scaffolding and no boards were on the roof at that time.
In closing I would just like to stress to Parker Brothers to do the right thing, I just want what I paid for a nice roof that does not leak.
Final Business Response /* (4000, 12, 2015/11/24) */
We at Parker Brothers spoke with Mr. [redacted] and set up a time for him to come to our office to discuss this issue he was having with his roof. Mr. [redacted] came to Parker Brothers office a week ago and had a meeting with the owner and the sales manager. They discussed the problem that Mr. [redacted] was having. The issue is not a result of work performed by Parker Brothers. It was determined that it was from another contractor. Both parties have pictures and shared them. As a result of that meeting, we let Mr. [redacted] know that we are here to help with anything we can do, but that the leaks he is having is from the roof we installed. We appreciate Mr. [redacted] taking the time to come to our office. We will be here for anything he may need in the future. We at Parker Brothers did not cause this issue and stand behind our workmanship.