In response to the complaint made by *** ***, we would like to offer our point of view.Although we understand how frustrating it can be to a customer when work is not completed in an expedient manner, sometimes there are circumstances beyond our control, such as weather, customer
prioritizing, and employee circumstance Although all our customers are important to us, there are sometimes when we must put one client in front of another, and then there are also the factors that weigh in when we have employees who have complications in there personal lives that prevent them from being on the job This is a family run business, employing about people who are immediate familyWhen something occurs that is tragic in our family, it affects us all.Unfortunately *** opted to have her roof completed during the winter months, when weather is much riskierHer roof was just getting finished when we were hit with a relatively big snowfall The clean up could not be completed as the ground was covered with snow when the crew was leaving her place She was told, and understood, that they would be back to complete things once the snow had gone This also goes for the statue of the dog ( a wooden shadow figure of a dog) that could have been knocked down by our trucks, or the supply truck when things were delivered, or the person who does plowing for herWe were not aware at the time of the job that this occurred,because there was snow accumulating as we were finishingShe also was not aware for quite some time either Our priority at that time was to protect her roof, which protects her home We do ask all customers in our contracts, as well as verbally, to please remove all valuables because there is a chance that, in the course of the job, something may inadvertently get damaged We have been out several times to *** home since the finish of the job We have done work for her in the past and she has never had an issue, we have always returned to finish, or touch up, whatever the need be She is very familiar with the crew, and has always been a pleasure to deal with The guys have always gone above and beyond to give her a helping hand if needed, even if it was not related to the work we were doing at the time She never mentioned anything about soffit or flashing to any of us, and we did not notice any problem, otherwise we would have included it in our estimate The siding did get a bit bent, but it was old aluminum siding, which is very difficult to match We discussed this with her, and she said it would be fine if we just tried to straighten it out as best we could The shingles that blew off, were cap at the top of the roof This is not an ordinary occuranceWe had several calls this winter from customers of ours, as well as others, because they had shingles, fan tops, chimney caps, all fly off their roofs during the very powerful wind storms We reassured *** that we would fix it as soon as possible, which we did. During the time frame of *** roof, my mother passed away, this was awful for all of us, she was the matriarch of the family, and very loved The whole thing went on for several weeks, as services were not until weeks after the date of her death We had family come in from out of state, and were all really thrown for a loopWhen I finally got her message, I called her immediately to let her know what had occurred and she was not only understanding, but very comforting with her words This is why it is so disturbing to find out that she made complaints which could ultimately hurt our business Almost all of our work is by word of mouth, we do next to no advertising at allWe have been around since the 60's, we are an honest, community based company, who offers quality workmanship at a decent cost This not only provides us with a great reputation but it keeps us flowing in business You can understand that we pride ourselves on our customer relations, and our skilled roofing teamWe take an interest in our customer, and often through the course of a job, we become very attached to them, and often build a very nice friendship/relationships with them.I thank you for giving us the opportunity to answer the complaint which had been forwarded to youWe did get back out to her and complete any necessary work, and she was very pleased She spoke with our foreman, as well as myself, and seemed very happy that everything had been taken care of I do not anticipate any further communication from her as far as complaints are concerned, and I truly hope that through everything, we have given her the comfort that affords us yet one more satisfied customer.*** *** *** ***Nicholson Roofing
*** ***
I am rejecting this response because:
Some of what they said was true. I never spoke with Lori after they returned to finish what was not done I did not chose to do the roof in the winterI called them because I had a leakWhen they showed up was when I contacted youThey should have seen the soffit was left off before they l they left the jobAs for cleaning up what was left on the lawn they assured me they would be back but never came back. Yes I was understanding about the Mom passing but they should have had a message on the phone saying there was a death in the familyI called numerous times and each time I was told someone would be there tomorrow which never happenedLike I said they came back only when I contacted you. I have to reread the letter in order to commentAlso when they came back to finish the job it took a day in a half for them to finish and there was more damage done to my sidingHe nailed what looks like shingles to the siding also the flashing that was put on was cut and bent by hand because he did not have the tool to do it right. He was waiting in the truck when I asked if there was a problem he told me he was waiting for that tool which was never brought to himDamage was done to the inside of my house when they pushed my wall fan through the wallThey put a tarp on my porch roof and it either wasn't put on right or it had a hole in it because I had water come through my ceilingI called their business phone no one was thereI called a cell phone number I had which they answered and said he would be over later and never showed till the next dayI had buckets under the leak
In response to the complaint made by *** ***, we would like to offer our point of view.Although we understand how frustrating it can be to a customer when work is not completed in an expedient manner, sometimes there are circumstances beyond our control, such as weather, customer
prioritizing, and employee circumstance Although all our customers are important to us, there are sometimes when we must put one client in front of another, and then there are also the factors that weigh in when we have employees who have complications in there personal lives that prevent them from being on the job This is a family run business, employing about people who are immediate familyWhen something occurs that is tragic in our family, it affects us all.Unfortunately *** opted to have her roof completed during the winter months, when weather is much riskierHer roof was just getting finished when we were hit with a relatively big snowfall The clean up could not be completed as the ground was covered with snow when the crew was leaving her place She was told, and understood, that they would be back to complete things once the snow had gone This also goes for the statue of the dog ( a wooden shadow figure of a dog) that could have been knocked down by our trucks, or the supply truck when things were delivered, or the person who does plowing for herWe were not aware at the time of the job that this occurred,because there was snow accumulating as we were finishingShe also was not aware for quite some time either Our priority at that time was to protect her roof, which protects her home We do ask all customers in our contracts, as well as verbally, to please remove all valuables because there is a chance that, in the course of the job, something may inadvertently get damaged We have been out several times to *** home since the finish of the job We have done work for her in the past and she has never had an issue, we have always returned to finish, or touch up, whatever the need be She is very familiar with the crew, and has always been a pleasure to deal with The guys have always gone above and beyond to give her a helping hand if needed, even if it was not related to the work we were doing at the time She never mentioned anything about soffit or flashing to any of us, and we did not notice any problem, otherwise we would have included it in our estimate The siding did get a bit bent, but it was old aluminum siding, which is very difficult to match We discussed this with her, and she said it would be fine if we just tried to straighten it out as best we could The shingles that blew off, were cap at the top of the roof This is not an ordinary occuranceWe had several calls this winter from customers of ours, as well as others, because they had shingles, fan tops, chimney caps, all fly off their roofs during the very powerful wind storms We reassured *** that we would fix it as soon as possible, which we did. During the time frame of *** roof, my mother passed away, this was awful for all of us, she was the matriarch of the family, and very loved The whole thing went on for several weeks, as services were not until weeks after the date of her death We had family come in from out of state, and were all really thrown for a loopWhen I finally got her message, I called her immediately to let her know what had occurred and she was not only understanding, but very comforting with her words This is why it is so disturbing to find out that she made complaints which could ultimately hurt our business Almost all of our work is by word of mouth, we do next to no advertising at allWe have been around since the 60's, we are an honest, community based company, who offers quality workmanship at a decent cost This not only provides us with a great reputation but it keeps us flowing in business You can understand that we pride ourselves on our customer relations, and our skilled roofing teamWe take an interest in our customer, and often through the course of a job, we become very attached to them, and often build a very nice friendship/relationships with them.I thank you for giving us the opportunity to answer the complaint which had been forwarded to youWe did get back out to her and complete any necessary work, and she was very pleased She spoke with our foreman, as well as myself, and seemed very happy that everything had been taken care of I do not anticipate any further communication from her as far as complaints are concerned, and I truly hope that through everything, we have given her the comfort that affords us yet one more satisfied customer.*** *** *** ***Nicholson Roofing
*** ***
I am rejecting this response because:
Some of what they said was true. I never spoke with Lori after they returned to finish what was not done I did not chose to do the roof in the winterI called them because I had a leakWhen they showed up was when I contacted youThey should have seen the soffit was left off before they l they left the jobAs for cleaning up what was left on the lawn they assured me they would be back but never came back. Yes I was understanding about the Mom passing but they should have had a message on the phone saying there was a death in the familyI called numerous times and each time I was told someone would be there tomorrow which never happenedLike I said they came back only when I contacted you. I have to reread the letter in order to commentAlso when they came back to finish the job it took a day in a half for them to finish and there was more damage done to my sidingHe nailed what looks like shingles to the siding also the flashing that was put on was cut and bent by hand because he did not have the tool to do it right. He was waiting in the truck when I asked if there was a problem he told me he was waiting for that tool which was never brought to himDamage was done to the inside of my house when they pushed my wall fan through the wallThey put a tarp on my porch roof and it either wasn't put on right or it had a hole in it because I had water come through my ceilingI called their business phone no one was thereI called a cell phone number I had which they answered and said he would be over later and never showed till the next dayI had buckets under the leak