Johnson's Roofing

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com In response to this complaint, all work was completed under the professional expertise of certified and licensed workersDue to mis-communication between my office and the city, a permit was not obtained for this jobHowever, to date we are in compliance with the city's building department This client has requested a refund; however, I am confused as this work was completed with funds provided by a local agencyThere was no money exchanged between myself and the client The agency has two inspectors who approved all work completed on this homeThe agency and myself has been denied access to this client's home in attempt to resolve any unknown issues At this time, I consider this matter closed, but I am willing to re-visit the client to address any issues and/or concerns Thank you very much, Johnson's Roofing Owner

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** ***, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
In response to this complaint, all work was completed under the professional expertise of certified and licensed workersDue to
mis-communication between my office and the city, a permit was not obtained for this jobHowever, to date we are in compliance with the city's building department
This client has requested a refund; however, I am confused as this work was completed with funds provided by a local agencyThere was no money exchanged between myself and the client
The agency has two inspectors who approved all work completed on this homeThe agency and myself has been denied access to this client's home in attempt to resolve any unknown issues
At this time, I consider this matter closed, but I am willing to re-visit the client to address any issues and/or concerns
Thank you very much,
Johnson's Roofing
Owner

This incident took place on the last day of Comic Con, which was Sunday, September13, Traffic did get heavy both on the street and in the garage midafternoonWe did not overfill the garage but we did have to shut down theentrance due to gridlock that had formed in the garageI see in the
complaintthat the Ms*** was given the number to our Parking Manager- ***; however he states that he never received a call,had a missed call or a message in regards to her complaint. Traffic on Commerce was not permitting the garage traffic to exit and was on a car forevery two or three cars on the street basis. Both CSR's were at the exitfacilitating traffic out of the garage to the best of the abilityVehicleswere honking and customers were yelling at them so we can understand howfrustration can occur for issues beyond their controlWith that said, our parking manager willvisit with his staff about the customer service approach that Ms*** statedwas takenThe CSR's need to understand that they are there to assist thecustomers in times like this as well as serve as a liaison between the mall andits parking customersKnowing the traffic situation, the CSR could have made acustomer exception and allowed Ms*** to exit the facility at nocharge. *** plans to meet with each of them and let them know that we need to use ourbetter judgement when addressing customer complaint such as Ms***'s.It would be different if the ticket were $and she stated they didn'tpark; that would be blatant that the customer is not being truthfulIn thiscase, it was a $ticket, which is the rate for two hours in the garageIt'spossible that it did take that amount of time to find a point to turn aroundand exit the garageThe request for $will be honored and *** will be contacting the customer directly to gather information to send the refund. thank you