Lizard Palm Company

Initial Business Response /* (1000, 13, 2015/04/09) */
Brookside Roofing Ltd 389 Kingsley Road
Kingsley, NB
E3G 6C2
#XXX-XXXX
Revdex.com Serving The Atlantic Provinces 1888 Brunswick Street Suite 303 Halifax, NS B3J 3J8
(XXX) XXX-XXXX
(XXX) XXX-XXXX
April 2, 2015
RE: Case # XXXXX:...

[redacted]
Brookside Roofing received notice of a complaint from Revdex.com (Re:[redacted]) via a letter from the Revdex.com dated [redacted].
On [redacted], the crew was asked to go [redacted] to complete a roofing job. A mistake was made and they landed at [redacted]. The roof on [redacted] is approximately 30 years old. it is the original roof and is in need of being replaced.
[redacted] The trailer at [redacted] also had the numbers upside down and tilted so it could have easily been misread. The crew proceeded to get up on the roof [redacted] and began to take a few shingles off near the top where the cap is located and a few below. Only a very small area near the cap was removed before they realized that they were on the wrong rooftop. They then proceeded to fix the mistake.
Immediately, ice and water shield was added where the shingles had been removed to make it water tight. Also the shingles were re-installed, tarred and sealed. The boss attempted to find out who lived there by asking several neighbours [redacted].
Two weeks later in [redacted]. He explained what happened and apologized to her. She was also told that her roof was in need of being changed with new shingles as it was beyond 25 years old. The shingles on there are discontinued and were in very poor condition. She appeared to be okay with everything and we never heard from her again.
[redacted]. We believe that this call was prompted by a letter from the insurance company after [redacted] had tried to put an old shingle roof approximately thirty years old through a claim. [redacted] proceeded to put in a complaint with Revdex.com instead of contacting us which was [redacted]. This complaint came forward three (3) years later from the time of the incident. [redacted] also states in her complaint that "the insurance company came to look and said it was not the roof" but [redacted] believes otherwise in regards to the ceiling being wet in one area. An insurance company requires everyone to replace there roof every so many years and will send letters out to customers to remind them that the roof needs to be changed due to the age of the shingles. Otherwise, insurance companies have the right to cancel the policy with the homeowner.
We had explained what took place [redacted] understood the circumstances surrounding the mistake. [redacted].[redacted]
offered to provide a new roof[redacted]e for a much lower price than what would be normally charged. The following is what we offered:
$2700.00 Taxes Included (New Roof with no Ice and Water Shield or Tar Paperwe did not recommend this route as presently the roof [redacted] has on now had nothing underneath)
*$3000.00 Taxes included (New roof complete with two strips of ice and water shield and then fully tar papered to the top with other accessories and new shingles)
We had also stated that we would match any Certified Company that [redacted] had received other quotes from. A payment plan was offered to help break down the payments to make it easier for her if [redacted] had preferred.
Brookside Roofing Ltd would like to have this matter cleared up. We do not feel that it is fair for us to take the blame [redacted] with thirty (30) year old shingles on the rooftop. There are obviously other reasons to also take in consideration. We want to be able to work with the complainant with our above offers but [redacted] has not yet contacted us back. [redacted].
Customer service is important to us. We have always tried to go the extra mile for our customers. We also believe that both sides of the event should be told. After having three years go by and not hear from this individual, that there are definitely other issues that need to be considered in all fairness. We do hope that [redacted] will understand where we are coming from. We are not her enemy, but want to clarify the issue that was brought to light in her complaint to the Revdex.com on March 13, 2015.
Sincerely,