R B Roofing

Initial Business Response /* (1000, 5, 2015/05/20) */
We put a new roof on this customer's home in July of 2009. He began calling about a leak in December of 2014. Due to inclement weather, we did not make it out to inspect until January 2015. At which time, we saw that the customer had tampered...

with the area by caulking around the flashing at the roof to wall intersection. It is clearly stated in our contract, which was signed by said customer, "This excludes any damage done by workmen or maintenance personnel not employed by RB Roofing & Sheet Metal Systems, Inc." We informed him that we would take care of it at no cost due to his affiliation with one of our good friends. As the months continued, weather worsened and other issues emerged. The customer called every-so-often, and was informed someone would come out as soon as possible. On May 8, 2015 the customer called and asked for the owner, who was out of the office. He was informed that they would return his call once they arrived. The customer then proceeded to call every 5 minutes, from 3 different numbers, left multiple voice mails, and emails. On May 11, 2015 we went to his home and made the repair. We have not received a call back and there has been an adequate amount of rain, so we are assuming the issue was fixed. Let us clarify that first of all, the customer voided the warranty by tampering with the area, and second, the issue was not due to our workmanship. It was the builder's fault as he did not install the flashings at the roof to wall intersection properly. We hope this issue can be resolved as we have taken care of this customer. Please feel free to contact us if you need any further information.
Initial Consumer Rebuttal /* (2000, 8, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The owner of RB Roofing came out and graciously fixed the roof, even after my attempt to stop the leak. While we may disagree that this constitutes "damage done" he fixed the roof at no cost. I got up on the roof and he showed me the source of the leak, which was caused by poor construction of the house, and was not a problem with the roof they installed. The work was done well initially and the repair also was fixed properly. In the end they stood by their agreement with excellent quality workmanship and I am pleased with the result.