Marathon Master Tech

November 21, *** *** Complaint and Inquiry Consultant Revdex.com of Connecticut Dear *** *** We are in receipt of the Revdex.com rebuttal filed against Burr Roofing, Siding, Windows by *** *of ***We acknowledge *** *’s concern for poor communication and are constantly working to better
improve our customer experience as we handle the challenges of growth and expandingAs the Revdex.com is aware, at Burr, we are committed to 100% customer satisfaction. As *** * has stated we did commence the project in mid-May and reach substantial completion in approximately weeks, per the contract and the homeowners expectationsMidway through the project we discovered a custom homemade window that was badly rotted and needed to be replacedWe agreed on an additional work order and the additional window was added to the contractUnfortunately, the new window had a 3-week lead time and we only had about week of work left at the house It was about the same time the customer informed Burr that they intended to have their driveway replaced which meant we would be unable to finish a small section of siding and the installation of new columns on to the drivewayWe offered to return, at no extra charge, after the driveway replacement was completed to finish the small section and install the columns onto the new drivewayGiven the window lead time the homeowner agreed it made sense to install the new window when we returned post-driveway replacement After we waited approximately two months for the driveway replacement, our siding crew promptly returned to complete the siding installation around the drivewayA few days later our carpentry crew returned to install the columns and windowIt was at this time that we discovered the new window was not the proper sizeWe informed the customer, and reordered the corrected windowThe corrected window came in 11/20/and installation of the window is being scheduled for next week due to the Thanksgiving Holiday We are committed to 100% customer satisfaction, and are genuinely disappointed *** * felt compelled to reach out to the Revdex.comWe acknowledge *** *’s concern for insufficient communication and are constantly working to better improve our customer experience as we handle the challenges of growth and expanding Respectfully, Robert “Woody” P*** President Burr Roofing, Siding, Windows