Rainier Roof Restoration

For the record, I'd like to state that in recent years I have worked for many of Mrs***'s neighborsIn fact, many of them have been repeat customersI have also worked on Mrs***'s roof before, for the previous owners of the home were also my customersThey were happy with my work and
always paid on timeI take very seriously the concerns of my customers and work hard to make sure that they are not just satisfied but "happy" with our workWith that said, Mrs*** fails to truthfully describe the lengths that we went to in order to make her happy.In February 2015, Mrs*** was given a written estimate and a description of the job; she approved itWe did the job.Phase 1-Cleaning and Phase 2-Repair: 1)We applied a safe/gentle cleaner to loosen moss and debris; 2)we had an employee with years experience clean the entire roofThis was done using a low pressure/high water volume method so as not to damage the roof; 3) He also cleaned all the gutters and removed and disposed of all debris; 4) we replaced all damaged/missing shakesWe used bundlesEach bundle cost $225; 4) We also pressure washed the surrounding concrete at no additional cost and included that in the price. Mrs*** was happy with the work we did and never accused us of having caused any damage to her roofIn fact, she asked us to come back for Phase at which time we would apply an oil treatment that would seal, protect and extend the life of her roof. We returned in June and applied the oil based moss prevention treatment to her roofPrior to treatment, I explained that due to the age/differences in wood and previously applied color that I could not guarantee the exact color but would apply the translucent light brown that was agreed uponSlight color differences are to be expected, because anytime you have old/new shakes there is going to be a bit of differenceBut we did a nice job matching it up and the roof came out looking beautiful; even the neighbors commented on how nice it lookedDespite having been told all of this prior to the job, Mrs*** complained about the colorI think she just had unreasonable expectations and expected her 20+ year old roof to look perfectly new again. I personally went out to inspect the job and addressed her concernsI was happy with the job my employee had doneThere were no glaring color differences that detracted from the overall beauty of the roof but wanting to make her happy I agreed to give the roof a second coat, thus enriching the colorI did so at no extra cost to herThe second coat was applied August Mind you, these oil treatments are not from Home Depot they are specialized oils that are quite costly. After applying a second coat and with great attention to detail, Mrs*** still complainedsaying that "there were a few spots that still didn't look right to her"So again, I sent out my employee to "touch up" the spots that she pointed out. Recognizing that I was fighting a losing battle and that she was never going to be satisfied, not wanting to spend any more man hours on this job, and hoping to at least break even, I sent her an invoice with an additional $discount on OctResponse is continued on attached document
As you can see from our efforts; we went above and beyond to make this customer happyWith regard to her complaint that soiled rags were left and ended up damaging one of her plantsI assure you that this is the first time I've heard of this, as she never mentioned anything to me about itThat said, if I had known, I would have apologized for the oversight and purchased her a new plantPlease accept my honest and truthful account of our experience with Mrs***If need be, I have pictures of the roof after the job was finished as well as text messages from Mrs*** showing her intent to pay
I will be sending Mrs*** another invoice letting her know that I do expect payment for our servicesI will also notify her that if payment is not received then I will be forced to pursue legal actions to recover what is owed to me
Regards,
Anthony S***
Owner

Complaint: ***I am rejecting this response because:
The following letter from Anthony is a complete lieMy neighbors were the ones who could see the damage to my roof in the sunlight and expressed concern it may be damagedAlso the previous owners of this home, which I can get written statements from, as we'll as my current neighbors, have had issues with Anthony's workers as well.His "experienced workers" applied the wrong stain color and had to come back and redo the roofThey were not happy with his services at allI will have more bids from other roofing companies of the damage and also letters from neighbors if need beIts too bad Anthony cannot be honest and I would love to see his before and after photos of my room to see if they are the same as mine, showing proof of damage. Sincerely,*** ***

Revdex.com:
My name is [redacted], I am the homeowner making the complaint against Rainier Roof Restoration.  As of today, January 12, they have replaced the tile in question and I have paid them in full.  The owner showed me the cedar tile in question after it was...

replaced and explained that it was not damaged by their employee but rather a defect in the wood.  I told him I would make an addendum in the Revdex.com complaint to reflect that.  I am satisfied with the resolution and wish to close the case.  Thank you.Sincerely, [redacted]