Northwest Roof Maintenance Inc

After the initial work was completed, the customer brought to our attention that she was concerned about the amount of dirt left on the gutters and on the residue on the windows and sent us photosWe scheduled to have a crew back out within a week of her bringing this to our attentionWe informed
her that we would clean off any debris and dirt from our work, and as stated in our contract "clean up and dispose of related debris from walkways, sidewalks, patios, decks, and other hard surfaces as needed"We also discussed with her that as happens anytime time and work and weather passes, we may not be able to make a window as clean as a professional company, nor a paint look brand new, but that we would clean up any mess caused by usOur crew went back out, and rinsed off the windows as well as manually wiping off all of the gutter exteriorsWhile the crew was there they knocked on the door and attempted to make contact to ensure that the customer was satisfied, but no one answered the doorSomeone was home and looked at them out the window a few times, but they did not come to the door.
A few days after this the customer notified us that she was still not satisfied with the cleanupShe also informed us that our crew had used her gutters to climb up and down from the second story roof and that they had hung from her gutters causing damageOur Operations Manager reviewed with the crew and confirmed that they had been following all protocol for accessing the roof and that they had not used the gutters to climb from the roofWe asked that she send us new photos so we could try to determine what was still needing to be done and to see any damage to the gutters so we could bring the correct equipment to fix them as necessaryFrom the photos that were sent we could not determine any damage to the gutters, and it appeared as if the gutters had been cleaned, especially in comparison to the original photos sentAt this point we asked her if she would meet with our Operations Manager so she could show him her areas of concern so we could address themShe said she was unable to meet with him, but that she would still like him to come out to see what the crew had done/not done.
We had our Operations Manager out within days to review the work done and determine what clean up was still needed as well as inspect the damage to the guttersUpon surveying the roof he was unable to find damage to the gutters, and did not see any areas that cleanup was not done to our expectationsWe contacted the customer and let them know thisWe said that at this point we are not able to have our crews do anything further, but would like to set a specific time for her to meet with our Operations Manager so she could directly indicate the damaged gutters and areas needing clean upWe never received a response from the customer, and she did not answer our phone calls attempting to verbally schedule.
We would be more than happy to resolve this issue directly with her, and this point just need to set a time to have her show our Operations Manager exactly what her concerns are as he was unable to determine the problems without her there

Complaint: ***I am rejecting this response because:
The initial work was done on 11/9/2016. When I came home after work that day, it was already dark outside and I was not able to inspect the work. The following morning, on 11/10/2016, after inspecting the gutters, I sent an email to Northwest Roof Maintenance asking to clean the dirt and debris of the gutters and a brand new window, that was left/deposited on the gutters after the roof was cleaned. Abigail asked me to send her the picture that show the dirt, as I did. On 11/23/or 11/24/(I will have to check my calendar for the exact date), technicians came over to clean the dirt of the gutters. They took some of the dirt off the gutters on the front of the house. The window and the remainder of the gutters were left the same, with dirt on them (especially on the bottom surface of the gutters). My sister, who happened to be at the house at that time, saw one of the technicians hanging off a gutter on his way down. They did not use a ladder but instead pulled themselves up and down using the gutter. There is a bent in this section of the gutter now. I cannot climb up the roof to assure that the gutter is still firmly attached and has not been pulled off/loosened from the house, as a result of it.
There is unequivocal dirt on the gutters I have multiple picture to document it (those pictures were taken per NWRoof Maintenance request, again). My house was painted month prior to involvement of Northwest Roof Maintenance and some of the windows were replaced, including the window that has dirt on it Everything was clean and freshly painted prior to roof cleaning. The following day, I sent an email back to Abigail, asking to send somebody over, who is capable of removing the dirt, without damaging the gutter and compromising his and everybody else's safety.
The downspouts were also clogged up by Northwest Roof Maintenance technicians. We had to remove the downspout and clean it. There was a large amount of asphalt particles, which I also photographed and sent to Abigail
As far as meeting operations manager, who is available only 0900-Monday through Friday... Unfortunately, I do not have a luxury to take time off work easily as I have an obligation to the people I work with to be there. I have offered to meet Operations Manager from NWRoof Maintenance on Saturday, my day off. They are not able to accommodate Saturdays or any other time, except 0900-Monday through Friday. I am not sure how did the operations manager inspect the house, as one can see with the naked eye the dirt, even on the top gutters.
I tried to resolve this issue was the company directly and spent a lot of time and energy on this, but was unsuccessful Last Friday, on 12/2/2016, Abigail sent me an email telling that there is nothing else that they can do or will do
I have attached some of the images that show current condition of the gutters, after cleaning. I have imaged that depict asphalt particles clogging up the downspout, bent gutter, etc. I have submitted all of the images to the above company.
Sincerely,*** ***

As stated before, the work agreed upon was completed. Our operations manager had the crew go above and beyond what we would normally do to ensure that the customer was satisfied. As was told to the customer, he had the crew spend an additional 4 hours on site at no cost to the customer to rectify the cleanup and downspout issues that the customer was concerned about. The technician verified that there was proper water flow through the downspouts to ground level. At this point we have met and exceeded the agreement of the original contract.

Complaint: [redacted]
I am rejecting this response because:The downspouts where clear prior to your work.  As I told Abigail in multiple emails and our prior conversations, Northwest Roof Maintenance clogged up the downspouts with asphalt particles during roof cleaning.  We cleaned one of the downspouts. It was packed with asphalt particles at the elbow. I sent the picture of the pile of particles to Abigail.  I think I may have attached a similar picture to one of my prior responses.  Also, when Micah, your operations manager, came down to my house, I also showed him a pile of asphalt particles from the downspout. He assured me that all of the downspouts will be checked and cleaned.
Sincerely,
[redacted]