Good Evening, I am writing to respond to the complaint we received. The homeowner is correct in the fact that he found numerous problem spots on the roof due to manufacturer defects, there were a few problems from the instal on our part and are completely going to stand...
behind them. We contacted the manufacturer who promised us a quick resolution to the issue. we have been fighting with them diligently to get this resolved for the customer. The manufacture came back to us on more than one occasion needing more info and pictures. For that matter we could not just replace his roof as we would have lost our proof that the manufacturer was in fact the reason for a total replacement. During the time the homeowner says I was not returning his calls, I was in fact out of the country, He has contact info on two other employees and did not make any attempts to reach them. I called him within 48 hrs of returning home. the delay in resolving this to the customers satisfaction comes solely from that fact the manufacturer is fighting us on the defective product and in the end only agreed to cover 25% of his roof. We are fully willing to replace the whole roof at no additional cost to him. Just the original cost plus the rebate from the manufacturer.I physically met the homeowner a week ago and offered to complete the work again at his time frame. he is hesitant to allow us to do the work now after all the delays the manufacturer caused. he is requesting all of his money back and to have the work done by someone else. I have offered to change the shingle manufacturer and to complete the work fully at our expense, the situation was left that he would think about it and get back to me after the holidays as the roof could not be replaced until spring at this point. Thanks, [redacted] Owner Alpha Storm Solutions Inc. [redacted]
Good Evening, I am writing to respond to the complaint we received. The homeowner is correct in the fact that he found numerous problem spots on the roof due to manufacturer defects, there were a few problems from the instal on our part and are completely going to stand...
behind them. We contacted the manufacturer who promised us a quick resolution to the issue. we have been fighting with them diligently to get this resolved for the customer. The manufacture came back to us on more than one occasion needing more info and pictures. For that matter we could not just replace his roof as we would have lost our proof that the manufacturer was in fact the reason for a total replacement. During the time the homeowner says I was not returning his calls, I was in fact out of the country, He has contact info on two other employees and did not make any attempts to reach them. I called him within 48 hrs of returning home. the delay in resolving this to the customers satisfaction comes solely from that fact the manufacturer is fighting us on the defective product and in the end only agreed to cover 25% of his roof. We are fully willing to replace the whole roof at no additional cost to him. Just the original cost plus the rebate from the manufacturer.I physically met the homeowner a week ago and offered to complete the work again at his time frame. he is hesitant to allow us to do the work now after all the delays the manufacturer caused. he is requesting all of his money back and to have the work done by someone else. I have offered to change the shingle manufacturer and to complete the work fully at our expense, the situation was left that he would think about it and get back to me after the holidays as the roof could not be replaced until spring at this point. Thanks, [redacted] Owner Alpha Storm Solutions Inc. [redacted]