Residential Exteriors Northwest

Revdex.com: The business has resolved the complaint Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because:It does not provide a warranty just more ugly comments about how bad of a customer we were. Continuing to be so incredibly unprofessional. We simply want the warranty we were promisedThis does nothing to resolve our complaint. Simply provide the warranty we paid for and we will go away
Sincerely,
*** ***

Our company, Residential Exteriors Northwest, was hired to tear off an existing cedar shake roof, add plywood, and install a year composite asphalt shingleWe were awarded the contract due to our flawless reputation through the state of Oregon and the Revdex.com. As we
often have to in Oregon, we waited for favorable weather to remove and replace this roofThough the homeowner called with complaints numerous times wanting to start right away, I personally assured her that our goal was to not start until we had numerous days without precipitation to eliminate the likelihood of leaks while we workedThe last thing we want is to expose the inside of a home to damage caused by rainThe roof wasn't leaking so of course we didn't want to create one. Once we started our construction we were praised numerous times by the homeowner for our professionalism and hard workAs we became close to completing the project we realized that our material supplier had run short on particular materials and had not delivered our entire orderOnce we realized this I explained to the homeowner that we needed to order additional materialsUnfortunately they were not items we could simply pick up at a hardware store and had to wait days to complete the roof constructionI assured her that the roof surface was protected by our vapor barrier and that her home was protected if we experienced more rainAt this point the homeowner became extremely rude and verbally abusive to meI did everything I could to ease her mind but it became clear that she wasn't in a place mentally or emotionally to be reasonableOnce we obtained the needed materials we completed the roof and performed a full clean up of construction related materials. Two business days after the roof was installed I met with the homeowner to do my final inspection to ensure the project was completeThis is a standard practice for me because I want to know for sure that the roof is correct before asking for a final payment. Though it was a rainy day the homeowner walked around the home with me and we discussed items of concernIn this complaint she stated that there were "serious defects," which is grossly over exaggeratedThe extent of her concerns were a few areas that needed touch up paint and a foot stick of metal that was slightly bent out of shapeBoth were simple cosmetic fixes that were scheduled for adjustment within a weekAt the point these were completed I once again walked the property with the homeowner, once again in the rain, and she seemed pleasedShe thanked me for her new roof and wrote a check for her final paymentThough it hadn't gone as perfectly as we normally experience, everyone involved were happy to put this project behind us. Approximately a week later I received a text message with a picture of a small area of shingles that seemed to be a slightly different colorWe went out right away to see what had happenedIt turned out that similarly colored shingles has somehow been mixed into what was installedIt was cut pieces that equaled less than shinglesIt was a small area and the colors were so close that there were not visibly different when the roof surface was wetI reminded the homeowner that when we finished the installation and when we walked the property together that it had been rainingNobody saw the difference when it was wetNot even her. As soon as this was brought to our attention we fixed it right away and now the roof looks perfect. Just like at the end of every job I submitted the manufacturer's warranty information onlineI notified the homeowner that this had been completed and that it was then out of my handsWhether the manufacturer sends her a written warranty or not is not up to meFurthermore, our workmanship warranty is written quite simply on our contractsEvery homeowner we work with gets a copy of it at the point of saleShe received her copy of our warranty before work was startedOur business together is completed until next year when we go back to inspect the roof. Everything in this complaint has been completed for over a month so the fact she is still upset about it somehow makes no logical sense to meThere are no further steps to be taken by us other than respond to an unfounded and unreasonable complaint. With nearly years of experience in the roofing and construction industry I have been exposed to all types of people with every personality typeNever before have I dealt with an individual that was as unreasonable, disrespectful, or verbally abusive to me and my crew as this particular clientOut of hundreds of clients I am grateful that I've only had to deal with one like thisWhat I've learned through this experience is that there are people in this world that choose to be unhappy and will look for any reason they can to complain. I'll add that working with her husband the few times we spoke was a pleasureHe was reasonable through the process and understood the hiccups that were resolvedHe thanked me personally for his new roofIt makes me wonder if he is even aware of this particular complaint. I look forward to this issue being resolved so that we can get back to focusing on exceeding our clients' expectationsThe fact that the vast majority of our leads are referrals I am confident that we are doing our best to provide quality materials and workmanship at competitive prices

Revdex.com:
The business has resolved the complaint.
Sincerely,
[redacted]