Precision Construction Services Inc

Initial Business Response /* (1000, 5, 2015/11/24) */
Revdex.com CASE#: XXXXXXX
We would respectfully disagree with many of the assertions included in the complaint, especially the part about refusing to helpPlease see below a chronology summary on our handling of this Customer problem
We
contracted with our Customer 11/14/Cost of the work ordered by the Customer was $The contract included a yr workmanship warranty plus "all manufacturers' warranties" that come standard with a year material limited warrantyAdditional warranty protection from manufacturer was excluded from the order
We installed a TPO single ply roof system on a flat area of the roof 12/10/
6/30/15(1/mos.later) The customer called office very upset saying she was having major leaking in living room and a bedroom, insisting that we come that same dayThe Project Manager(PM) and the Sales Rep(SR),both rearranged their schedules and went to investigate that same day to investigate problemPM documented holes punctured into roof and interior stainingPM noted the Customer did not stay for the inspectionPM notified Customer the punctures were not covered under our installation warranty and offered a discounted cost to repair
7/7/Customer called and spoke to PMCustomer told PM that the problem was a defect according to people she spoke to about the problemPM disagreed and offered to meet with, or speak, to those people about the issuePM re-offered to repairCustomer refused offer
7/15/Customer came into office requesting to speak to the Owner of the company, who was out of the officeAn appointment was setThe Owner went to Customer's home to investigate problem that afternoonOwner agreed the punctures were unusual and they were a problem that required attentionCustomer implied the holes were created by the installer, or that they were a material defectOwner told Customer he did not know what caused the puncturesOwner did not agree the punctures were from the installation 1/yrs priorBecause the holes would have leaked during the snow and ice of the 1st winter, all of the rains of the 1st yr, the 2nd winter snow and ice events, and 2nd spring rainsCustomer told Owner she had been the only person on the roof since the installation to remove tree debrisAnother person came to meeting claiming the material was faulty and that it should not have been installedOwner apologized for trouble Customer was havingHe reiterated that he did not know what caused the punctures, and it was not a material defect in his opinionOwner promised to talk to Sales Rep, Project Manager, Manufacturer, and check into claims from the other AttendeeThe meeting was approximately hr
7/16/Owner contacted manufacturerThe customer service representative asked for photosOwner sent pictures, and requested assistance in determining a possible cause of the holes
7/17/Owner spoke to SR and PM individually about the problem from their recollection
7/19/There was a large rain event
7/20/Owner left message for customer asking if she would like a temporary repair to seal holes
Also, a note was left on the home offering a temporary repairCustomer called the office around pm to accept the offer to temporarily repair holesThat afternoon, Owner removed water by hand towel, dried roof, cleaned the holes, and applied a compatible sealant to each one of the punctures in the roofThe water removal, drying, and temporary sealing repair took approximately hrs
7/28/After multiple contacts to manufacturer, Owner received a warranty claim form from the manufacturerThe form was sent to the customer
Owner has had additional phone conversations with the Customer and has continued to follow up with the manufacturerOnce the material supplier sent the invoice needed for the material defect claim, Owner sent document to manufacturer as the customer requestedThe last contact by Owner to manufacturer was 11/18/requesting information and response
11/19/The Revdex.com notified Owner that Customer had filed a complaint 11/18/
A problem for one of our Customers is a problem for everyone in our company, particularly if our Customer believes our company to be at fault in some wayI can find no reason for our Customer to believe this project had a YrwarrantyI believe every request made by the Customer was handled politely and promptly with a great deal of effort and concern to helpThe staff involved with the contracting and production of the work order are experienced and familiar with the manufacturers' warranty limitations for residential applications and would have no reason to misrepresent them
It's unfortunate that there are punctures in the Customer's roofI do not believe the holes were there when we completed the installation months prior to the service requestI do not believe they are a manufacturers' defect, but I have earnestly attempted to assist the Customer's claim filing
In my opinion, it is neither fair nor reasonable to expect replacement of the roof and collateral damage coverage under our workmanship warranty when the installed system was functioning as intended prior to the punctures
I appreciate your consideration of this information and assistance in resolving this matter
Respectfully Submitted,
*** ***, President
Precision Construction Services