We apologize for any delay, however, we have scheduled our gutter guy to go out to this customer tomorrow (7-29) to re-inspect the gutters and address any issues found Our gutter guy was on vacation, and [redacted] (Sales Mgr) had to take time off to be with his wife who had a very difficult pregnancy at the end, and had their baby last week We never lost communication with this customer, and we would never avoid any calls or emails that come in to our office [redacted] (Sales Mgr) has spoken with him several times The home owner also called and spoke to the office on at least two occasions (July 13, & July 22, 2016) We encourage our customers to contact the office via phone call or email, in the event of any concerns, as this is the most effective way of ensuring we address any concerns appropriately, and in a timely manner.The home owner was informed we would be there tomorrow (7-29) and he stated he would remove this complaint upon our getting out to him tomorrow I'm sure we will resolve any problem, as directly related to the work we completed, and this customer will be happy with the end result Thank you, [redacted] ***
We absolutely understand this customer's frustration [redacted] was supposed to go and take care of this some time ago We asked [redacted] if how it went and he told us it was all set Since we had not heard anything further from [redacted] , we assumed it was all set It has only been this week that we learned [redacted] never addressed this issue, and he was fired The owner has informed me he will be sending someone out to [redacted] ASAP to apologize and get this taken care of for him I have forwarded [redacted] 's telephone number and he can expect to hear from us tonight or tomorrow at the latest.Although we do understand this customer's frustration, we are not short sighted, nor would we take advantage of a bad winter to avoid doing a repair that is needed We cannot jeopardize the safety of our workers, and risk anyone slipping off a roof, or having a ladder slide out from under them As soon as we were able to schedule someone ( [redacted] ) we told him to go take care of thisWe try to maintain our customer relationships so they are return customers and would never avoid doing any repair that we are responsible forWe look forward to getting this squared away
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below ***, the owner dropped by on Mar21st to inspect the gutter system and the damage of the flashing incurred by the fallen gutterAt the conclusion of the visit, the following items were agreed upon and cc to the office staff:- Remove ladder, trash and the fallen gutter by the side of the house- install new stretch of flashing to wrap around the corners on the side of the house where the gutter had fallen (no need to install new gutter there)- re-install existing gutter with larger wedge to provide better contact angle, and if that were to be unsuccessful, an anchor system to be installed under the shingle- measure the length of the fallen gutter and refund the amount back to me ( [redacted] ***)A month had passed since and so far they managed to repair all of the above items with the exception of1) removing a dangling downspout, brackets (which is part of the fallen gutter), reseal the holes from the vinyl siding with silicon caulking and2) refund the amount equal to the length of the fallen gutter.I would like to request the company to honor their promise and to fully resolve the complaint by completing the two items described above asap Regards, [redacted] ***
We have not been unresponsive to this customer This customer called and left a message for this office yesterday, and spoke with our new administrative assistant today Prior to this she had not called or emailed requesting anything since April when she sent an email regarding a payment she made The office has since found she has also spoken with the sales representative and met with the sales representative several times We told her we would do the repair that was needed, however she insists we do more than is needed, and if we don't she wants our insurance information We never refused to provide any information to her She was told we would get back to her as soon as possible.We have never had a claim against us before, so I contacted our insurance agent today to discuss the process for filing a claim and to discuss this situation Since having an adjuster assess the situation will delay getting the repair done, it is suggested she allow us to do what we determined needs to be done, so further damage does not occur.If this customer wants the repair done, we will do it If this customer wants to file a claim she is welcome to do so, however, we feel this will result in a delay getting the repair done, and we do not want to be held responsible for further damage.We will email the customer immediately following this response, so she will have the opportunity to let the office know what she wants us to do
The price of the work was not in dispute, it was the damage your workers did to the siding on OUR HOUSE (we don't own a DOG HOUSE as you suggested), the same damage in which the worker claimed when it happened and agreed to repair Regardless of whether you swapped the damaged siding to the side of the house where our dogs are fenced in is irrelevant, it is still part of our house We were very patient in waiting for you to order the siding, you just stopped communicating with us You DID NOT answer all our calls, voicemails or texts....which you chose as a form of communication, but not very professional The owners voicemail is always full, and we did leave several messages at the office, the last several were not returned We did leave a message recently with your office staff that our next step would be to contact the Revdex.com, and we did also wait and give you a chance to return our call, which you did not A worker just showed up at the door yesterday and did replace the siding....thank you Revdex.com! Regards, [redacted] ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
We absolutely stand behind our work, and will always take care of any issue related to any work we do *** was the Sales Representative for this job, and does not typically get on a roof I mention this because Mr*** seems to have an expectation that *** would be on the roof
After completing Mr***'s job, *** was admitted in to the hospital for an extended period of time and we were not aware of any existing issues, and we were not able to make contact with *** during his time in the hospital When Mr*** came in to our office I told him he should have contacted our office when *** did not get back to him, as we would have no way of knowing there was an issue We explained that we would come out when the weather was betterWe had a significant amount of snow, and received hundreds of calls from customers experiencing major leaks, causing interior damage We never said he was not a priority, but since we could not set up ladders around the house safely, we would need to wait for the weather to improve and for a significant amount of snow to melt before we could set up ladders safely We will never risk the safety of our workersWe will reach out to Mr*** again, as soon as possible He has assumed we would not return because we didn't come back immediately, however I told him before that when the weather cleared we would schedule coming back to take a look and address any issue related to any work we did I don't want to schedule something only to have to re-schedule due to the fact there would still be snow on the ground We will return as soon as we can safely get up there and see what the problem is.Thank you,*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***
Please note that the resolution suggested by the business has yet to be completed
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business managed to take care of all of the issues with the exception of the refund the owner had promisedI had been told by the office staff that a refund would be issued upon approval from the owner (that was a week ago)As of now, I have yet been contacted regarding the status of the refund.Regards,
*** ***
We did the snow & ice removal for this customer during this extreme ice dam season We provided this customer with a very good price for the work we did as well, considering other companies were charging a great deal more than we were.The customer was informed that we would not be held
responsible for any damages caused by falling ice, during the removal of snow and ice from the roof (as we informed all of our snow/ice customers)When the customer called to report damage this spring we did go back out to them, and although we weren't sure the damage was actually from the snow/ice removal we did, and even though it was understood we weren't responsible for any damage during the snow/ice removal process, we did try to help anyway At that time, to ensure the HOUSE was protected from the elements as soon as possible, we took siding from the back of the DOG HOUSE and put the broken panels on the dog house as a temporary fix until the new siding comes in (because we didn't have siding with us to use, and so the weathered siding would match the best, as it was on the front of the house)We did order the pieces of siding, however, when the siding order first came in, the size was wrong (double 4), so we had to re-order it for the correct size (double 5) That siding just same in, and we installed it for them today They wouldn't want brand new pieces of siding on the front of their home, as it would stand out, because it would not be weathered, and would be more noticeable We respond to all callers if they leave a message We are not able to answer every call, as if we are already on the phone with someone they will need to leave a message so we can call them back If the customer calls the number listed on the invoice we sent them, they will reach our office, where we can direct their call appropriately, and help them We received one email on March and responded and forwarded to who was in charge of the job We received a 2nd email April and also forwarded that email to who was in charge of the job This job was completed immediately after we received the siding from the supplier
We apologize for the delay in responding to *** ***’s
complaint. Due to network and computer issues we have not been able to access our account to respond, until now
At *** ***’s request, we installed a powerful power vent for him. This particular power
vent met all the criteria he required.
*** *** wanted us to install the power vent at the back of his home (which was over his bedroom), as he did not want it visible from the road. Upon completion of the installation of the power vent, he commented on how powerful the vent was, and that he was happy to know it is high functioning, and able to perform as it does.
The power vent functions properly, and is not defective in any way.
Subsequently *** *** explained his dissatisfaction is mainly because he is very "sensitive to motion" when he sleeps I assume he is referring to the "vibration" he spoke of We met and spoke with *** *** this past Saturday and determined the only solution is to return, and relocate the existing power vent to another area, to alleviate this disturbance, and we will do so, free of charge We wanted to do it this past Monday (September 1, 2014), but *** *** stated that was not good for him. We are in our busy season and our
calendar has been full with previously scheduled jobs, so we are working on getting out to him asap. We will reach out to *** *** again this week, to schedule another date to re-locate the power vent for him.
Please note, in order to meet the criteria *** *** required of a power vent, (if he wanted to switch it out with a more quiet model) the cost would be significantly greater, that is why it was decided to re-locate the existing power vent
With regard to the water test *** *** is speaking of…
We installed gutters for *** ***, and later found that due to specifications of his roof, we needed to adjust an area of gutter so it
caught the run off of a particular area We went back, and took care of that right away, and there are no unresolved issues with the gutters we installed for him *** *** had noted some condensation building up (under the soffit), but that was prior to the installation of his power vent. The power vent resolved the issue with the condensation, and the gutters are not “leaking”, and are functioning as they
should, so there is no longer a need to do a water test
We will contact *** *** this week to re-schedule relocating the existing power vent
We have made arrangements to meet with this customer tomorrow morning The owner will be meeting with her We have been in contact with her throughout this processNot sure why the response was rejected as we are attempting to make things right with her and she appears to be open to this happening.We have also been emailing back and forth over the last two days, and we are hopeful we will be able to make the appropriate repairs so this customer is happy in the end
We absolutely understand this customer's frustration. [redacted] was supposed to go and take care of this some time ago. We asked [redacted] if how it went and he told us it was all set. Since we had not heard anything further from [redacted], we assumed it was all set. It has only been this week that we learned [redacted] never addressed this issue, and he was fired. The owner has informed me he will be sending someone out to [redacted] ASAP to apologize and get this taken care of for him. I have forwarded [redacted]'s telephone number and he can expect to hear from us tonight or tomorrow at the latest.Although we do understand this customer's frustration, we are not short sighted, nor would we take advantage of a bad winter to avoid doing a repair that is needed. We cannot jeopardize the safety of our workers, and risk anyone slipping off a roof, or having a ladder slide out from under them. As soon as we were able to schedule someone ([redacted]) we told him to go take care of this. We try to maintain our customer relationships so they are return customers and would never avoid doing any repair that we are responsible for. We look forward to getting this squared away.
We have not been unresponsive to this customer. This customer called and left a message for this office yesterday, and spoke with our new administrative assistant today. Prior to this she had not called or emailed requesting anything since April 2013 when she sent an email regarding a...
payment she made. The office has since found she has also spoken with the sales representative and met with the sales representative several times. We told her we would do the repair that was needed, however she insists we do more than is needed, and if we don't she wants our insurance information. We never refused to provide any information to her. She was told we would get back to her as soon as possible.We have never had a claim against us before, so I contacted our insurance agent today to discuss the process for filing a claim and to discuss this situation. Since having an adjuster assess the situation will delay getting the repair done, it is suggested she allow us to do what we determined needs to be done, so further damage does not occur.If this customer wants the repair done, we will do it. If this customer wants to file a claim she is welcome to do so, however, we feel this will result in a delay getting the repair done, and we do not want to be held responsible for further damage.We will email the customer immediately following this response, so she will have the opportunity to let the office know what she wants us to do.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
We apologize for any delay, however, we have scheduled our gutter guy to go out to this customer tomorrow (7-29) to re-inspect the gutters and address any issues found. Our gutter guy was on vacation, and [redacted] (Sales Mgr) had to take time off to be with his wife who had a very difficult...
pregnancy at the end, and had their baby last week. We never lost communication with this customer, and we would never avoid any calls or emails that come in to our office. [redacted] (Sales Mgr) has spoken with him several times. The home owner also called and spoke to the office on at least two occasions (July 13, 2016 & July 22, 2016). We encourage our customers to contact the office via phone call or email, in the event of any concerns, as this is the most effective way of ensuring we address any concerns appropriately, and in a timely manner.The home owner was informed we would be there tomorrow (7-29) and he stated he would remove this complaint upon our getting out to him tomorrow. I'm sure we will resolve any problem, as directly related to the work we completed, and this customer will be happy with the end result. Thank you,[redacted]
The price of the work was not in dispute, it was the damage your workers did to the siding on OUR HOUSE (we don't own a DOG HOUSE as you suggested), the same damage in which the worker claimed when it happened and agreed to repair. Regardless of whether you swapped the damaged siding to the side of the house where our dogs are fenced in is irrelevant, it is still part of our house. We were very patient in waiting for you to order the siding, you just stopped communicating with us. You DID NOT answer all our calls, voicemails or texts....which you chose as a form of communication, but not very professional. The owners voicemail is always full, and we did leave several messages at the office, the last several were not returned. We did leave a message recently with your office staff that our next step would be to contact the Revdex.com, and we did also wait and give you a chance to return our call, which you did not. A worker just showed up at the door yesterday and did replace the siding....thank you Revdex.com!
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[redacted], the owner dropped by on Mar. 21st to inspect the gutter system and the damage of the flashing incurred by the fallen gutter. At the conclusion of the visit, the following items were agreed upon and cc to the office staff:- Remove ladder, trash and the fallen gutter by the side of the house- install new stretch of flashing to wrap around the corners on the side of the house where the gutter had fallen (no need to install new gutter there)- re-install existing gutter with larger wedge to provide better contact angle, and if that were to be unsuccessful, an anchor system to be installed under the shingle- measure the length of the fallen gutter and refund the amount back to me ([redacted])A month had passed since and so far they managed to repair all of the above items with the exception of1) removing a dangling downspout, brackets (which is part of the fallen gutter), reseal the holes from the vinyl siding with silicon caulking and2) refund the amount equal to the length of the fallen gutter.I would like to request the company to honor their promise and to fully resolve the complaint by completing the two items described above asap.
Regards, [redacted]
We apologize for any delay, however, we have scheduled our gutter guy to go out to this customer tomorrow (7-29) to re-inspect the gutters and address any issues found Our gutter guy was on vacation, and [redacted] (Sales Mgr) had to take time off to be with his wife who had a very difficult pregnancy at the end, and had their baby last week We never lost communication with this customer, and we would never avoid any calls or emails that come in to our office [redacted] (Sales Mgr) has spoken with him several times The home owner also called and spoke to the office on at least two occasions (July 13, & July 22, 2016) We encourage our customers to contact the office via phone call or email, in the event of any concerns, as this is the most effective way of ensuring we address any concerns appropriately, and in a timely manner.The home owner was informed we would be there tomorrow (7-29) and he stated he would remove this complaint upon our getting out to him tomorrow I'm sure we will resolve any problem, as directly related to the work we completed, and this customer will be happy with the end result Thank you, [redacted] ***
We absolutely understand this customer's frustration [redacted] was supposed to go and take care of this some time ago We asked [redacted] if how it went and he told us it was all set Since we had not heard anything further from [redacted] , we assumed it was all set It has only been this week that we learned [redacted] never addressed this issue, and he was fired The owner has informed me he will be sending someone out to [redacted] ASAP to apologize and get this taken care of for him I have forwarded [redacted] 's telephone number and he can expect to hear from us tonight or tomorrow at the latest.Although we do understand this customer's frustration, we are not short sighted, nor would we take advantage of a bad winter to avoid doing a repair that is needed We cannot jeopardize the safety of our workers, and risk anyone slipping off a roof, or having a ladder slide out from under them As soon as we were able to schedule someone ( [redacted] ) we told him to go take care of thisWe try to maintain our customer relationships so they are return customers and would never avoid doing any repair that we are responsible forWe look forward to getting this squared away
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below ***, the owner dropped by on Mar21st to inspect the gutter system and the damage of the flashing incurred by the fallen gutterAt the conclusion of the visit, the following items were agreed upon and cc to the office staff:- Remove ladder, trash and the fallen gutter by the side of the house- install new stretch of flashing to wrap around the corners on the side of the house where the gutter had fallen (no need to install new gutter there)- re-install existing gutter with larger wedge to provide better contact angle, and if that were to be unsuccessful, an anchor system to be installed under the shingle- measure the length of the fallen gutter and refund the amount back to me ( [redacted] ***)A month had passed since and so far they managed to repair all of the above items with the exception of1) removing a dangling downspout, brackets (which is part of the fallen gutter), reseal the holes from the vinyl siding with silicon caulking and2) refund the amount equal to the length of the fallen gutter.I would like to request the company to honor their promise and to fully resolve the complaint by completing the two items described above asap Regards, [redacted] ***
We have not been unresponsive to this customer This customer called and left a message for this office yesterday, and spoke with our new administrative assistant today Prior to this she had not called or emailed requesting anything since April when she sent an email regarding a payment she made The office has since found she has also spoken with the sales representative and met with the sales representative several times We told her we would do the repair that was needed, however she insists we do more than is needed, and if we don't she wants our insurance information We never refused to provide any information to her She was told we would get back to her as soon as possible.We have never had a claim against us before, so I contacted our insurance agent today to discuss the process for filing a claim and to discuss this situation Since having an adjuster assess the situation will delay getting the repair done, it is suggested she allow us to do what we determined needs to be done, so further damage does not occur.If this customer wants the repair done, we will do it If this customer wants to file a claim she is welcome to do so, however, we feel this will result in a delay getting the repair done, and we do not want to be held responsible for further damage.We will email the customer immediately following this response, so she will have the opportunity to let the office know what she wants us to do
The price of the work was not in dispute, it was the damage your workers did to the siding on OUR HOUSE (we don't own a DOG HOUSE as you suggested), the same damage in which the worker claimed when it happened and agreed to repair Regardless of whether you swapped the damaged siding to the side of the house where our dogs are fenced in is irrelevant, it is still part of our house We were very patient in waiting for you to order the siding, you just stopped communicating with us You DID NOT answer all our calls, voicemails or texts....which you chose as a form of communication, but not very professional The owners voicemail is always full, and we did leave several messages at the office, the last several were not returned We did leave a message recently with your office staff that our next step would be to contact the Revdex.com, and we did also wait and give you a chance to return our call, which you did not A worker just showed up at the door yesterday and did replace the siding....thank you Revdex.com! Regards, [redacted] ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
We absolutely stand behind our work, and will always take care of any issue related to any work we do *** was the Sales Representative for this job, and does not typically get on a roof I mention this because Mr*** seems to have an expectation that *** would be on the roof
After completing Mr***'s job, *** was admitted in to the hospital for an extended period of time and we were not aware of any existing issues, and we were not able to make contact with *** during his time in the hospital When Mr*** came in to our office I told him he should have contacted our office when *** did not get back to him, as we would have no way of knowing there was an issue We explained that we would come out when the weather was betterWe had a significant amount of snow, and received hundreds of calls from customers experiencing major leaks, causing interior damage We never said he was not a priority, but since we could not set up ladders around the house safely, we would need to wait for the weather to improve and for a significant amount of snow to melt before we could set up ladders safely We will never risk the safety of our workersWe will reach out to Mr*** again, as soon as possible He has assumed we would not return because we didn't come back immediately, however I told him before that when the weather cleared we would schedule coming back to take a look and address any issue related to any work we did I don't want to schedule something only to have to re-schedule due to the fact there would still be snow on the ground We will return as soon as we can safely get up there and see what the problem is.Thank you,*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***
Please note that the resolution suggested by the business has yet to be completed
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business managed to take care of all of the issues with the exception of the refund the owner had promisedI had been told by the office staff that a refund would be issued upon approval from the owner (that was a week ago)As of now, I have yet been contacted regarding the status of the refund.Regards,
*** ***
We did the snow & ice removal for this customer during this extreme ice dam season We provided this customer with a very good price for the work we did as well, considering other companies were charging a great deal more than we were.The customer was informed that we would not be held
responsible for any damages caused by falling ice, during the removal of snow and ice from the roof (as we informed all of our snow/ice customers)When the customer called to report damage this spring we did go back out to them, and although we weren't sure the damage was actually from the snow/ice removal we did, and even though it was understood we weren't responsible for any damage during the snow/ice removal process, we did try to help anyway At that time, to ensure the HOUSE was protected from the elements as soon as possible, we took siding from the back of the DOG HOUSE and put the broken panels on the dog house as a temporary fix until the new siding comes in (because we didn't have siding with us to use, and so the weathered siding would match the best, as it was on the front of the house)We did order the pieces of siding, however, when the siding order first came in, the size was wrong (double 4), so we had to re-order it for the correct size (double 5) That siding just same in, and we installed it for them today They wouldn't want brand new pieces of siding on the front of their home, as it would stand out, because it would not be weathered, and would be more noticeable We respond to all callers if they leave a message We are not able to answer every call, as if we are already on the phone with someone they will need to leave a message so we can call them back If the customer calls the number listed on the invoice we sent them, they will reach our office, where we can direct their call appropriately, and help them We received one email on March and responded and forwarded to who was in charge of the job We received a 2nd email April and also forwarded that email to who was in charge of the job This job was completed immediately after we received the siding from the supplier
We apologize for the delay in responding to *** ***’s
complaint. Due to network and computer issues we have not been able to access our account to respond, until now
At *** ***’s request, we installed a powerful power vent for him. This particular power
vent met all the criteria he required.
*** *** wanted us to install the power vent at the back of his home (which was over his bedroom), as he did not want it visible from the road. Upon completion of the installation of the power vent, he commented on how powerful the vent was, and that he was happy to know it is high functioning, and able to perform as it does.
The power vent functions properly, and is not defective in any way.
Subsequently *** *** explained his dissatisfaction is mainly because he is very "sensitive to motion" when he sleeps I assume he is referring to the "vibration" he spoke of We met and spoke with *** *** this past Saturday and determined the only solution is to return, and relocate the existing power vent to another area, to alleviate this disturbance, and we will do so, free of charge We wanted to do it this past Monday (September 1, 2014), but *** *** stated that was not good for him. We are in our busy season and our
calendar has been full with previously scheduled jobs, so we are working on getting out to him asap. We will reach out to *** *** again this week, to schedule another date to re-locate the power vent for him.
Please note, in order to meet the criteria *** *** required of a power vent, (if he wanted to switch it out with a more quiet model) the cost would be significantly greater, that is why it was decided to re-locate the existing power vent
With regard to the water test *** *** is speaking of…
We installed gutters for *** ***, and later found that due to specifications of his roof, we needed to adjust an area of gutter so it
caught the run off of a particular area We went back, and took care of that right away, and there are no unresolved issues with the gutters we installed for him *** *** had noted some condensation building up (under the soffit), but that was prior to the installation of his power vent. The power vent resolved the issue with the condensation, and the gutters are not “leaking”, and are functioning as they
should, so there is no longer a need to do a water test
We will contact *** *** this week to re-schedule relocating the existing power vent
We have made arrangements to meet with this customer tomorrow morning The owner will be meeting with her We have been in contact with her throughout this processNot sure why the response was rejected as we are attempting to make things right with her and she appears to be open to this happening.We have also been emailing back and forth over the last two days, and we are hopeful we will be able to make the appropriate repairs so this customer is happy in the end
We absolutely understand this customer's frustration. [redacted] was supposed to go and take care of this some time ago. We asked [redacted] if how it went and he told us it was all set. Since we had not heard anything further from [redacted], we assumed it was all set. It has only been this week that we learned [redacted] never addressed this issue, and he was fired. The owner has informed me he will be sending someone out to [redacted] ASAP to apologize and get this taken care of for him. I have forwarded [redacted]'s telephone number and he can expect to hear from us tonight or tomorrow at the latest.Although we do understand this customer's frustration, we are not short sighted, nor would we take advantage of a bad winter to avoid doing a repair that is needed. We cannot jeopardize the safety of our workers, and risk anyone slipping off a roof, or having a ladder slide out from under them. As soon as we were able to schedule someone ([redacted]) we told him to go take care of this. We try to maintain our customer relationships so they are return customers and would never avoid doing any repair that we are responsible for. We look forward to getting this squared away.
We have not been unresponsive to this customer. This customer called and left a message for this office yesterday, and spoke with our new administrative assistant today. Prior to this she had not called or emailed requesting anything since April 2013 when she sent an email regarding a...
payment she made. The office has since found she has also spoken with the sales representative and met with the sales representative several times. We told her we would do the repair that was needed, however she insists we do more than is needed, and if we don't she wants our insurance information. We never refused to provide any information to her. She was told we would get back to her as soon as possible.We have never had a claim against us before, so I contacted our insurance agent today to discuss the process for filing a claim and to discuss this situation. Since having an adjuster assess the situation will delay getting the repair done, it is suggested she allow us to do what we determined needs to be done, so further damage does not occur.If this customer wants the repair done, we will do it. If this customer wants to file a claim she is welcome to do so, however, we feel this will result in a delay getting the repair done, and we do not want to be held responsible for further damage.We will email the customer immediately following this response, so she will have the opportunity to let the office know what she wants us to do.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
We apologize for any delay, however, we have scheduled our gutter guy to go out to this customer tomorrow (7-29) to re-inspect the gutters and address any issues found. Our gutter guy was on vacation, and [redacted] (Sales Mgr) had to take time off to be with his wife who had a very difficult...
pregnancy at the end, and had their baby last week. We never lost communication with this customer, and we would never avoid any calls or emails that come in to our office. [redacted] (Sales Mgr) has spoken with him several times. The home owner also called and spoke to the office on at least two occasions (July 13, 2016 & July 22, 2016). We encourage our customers to contact the office via phone call or email, in the event of any concerns, as this is the most effective way of ensuring we address any concerns appropriately, and in a timely manner.The home owner was informed we would be there tomorrow (7-29) and he stated he would remove this complaint upon our getting out to him tomorrow. I'm sure we will resolve any problem, as directly related to the work we completed, and this customer will be happy with the end result. Thank you,[redacted]
The price of the work was not in dispute, it was the damage your workers did to the siding on OUR HOUSE (we don't own a DOG HOUSE as you suggested), the same damage in which the worker claimed when it happened and agreed to repair. Regardless of whether you swapped the damaged siding to the side of the house where our dogs are fenced in is irrelevant, it is still part of our house. We were very patient in waiting for you to order the siding, you just stopped communicating with us. You DID NOT answer all our calls, voicemails or texts....which you chose as a form of communication, but not very professional. The owners voicemail is always full, and we did leave several messages at the office, the last several were not returned. We did leave a message recently with your office staff that our next step would be to contact the Revdex.com, and we did also wait and give you a chance to return our call, which you did not. A worker just showed up at the door yesterday and did replace the siding....thank you Revdex.com!
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[redacted], the owner dropped by on Mar. 21st to inspect the gutter system and the damage of the flashing incurred by the fallen gutter. At the conclusion of the visit, the following items were agreed upon and cc to the office staff:- Remove ladder, trash and the fallen gutter by the side of the house- install new stretch of flashing to wrap around the corners on the side of the house where the gutter had fallen (no need to install new gutter there)- re-install existing gutter with larger wedge to provide better contact angle, and if that were to be unsuccessful, an anchor system to be installed under the shingle- measure the length of the fallen gutter and refund the amount back to me ([redacted])A month had passed since and so far they managed to repair all of the above items with the exception of1) removing a dangling downspout, brackets (which is part of the fallen gutter), reseal the holes from the vinyl siding with silicon caulking and2) refund the amount equal to the length of the fallen gutter.I would like to request the company to honor their promise and to fully resolve the complaint by completing the two items described above asap.
Regards, [redacted]