After reviewing the complaint by the customer we regret that we have done everything we can to appease themOur original contract with these customers was to "remove and replace a Suntuf polycarb roof and rescreen the area." The measurements for the roof were clearly written on the contract as
follows: 10'4" long by 20' wideThe total contract price was $Once the installation was complete we received an email from Mrs*** that she was "very satisfied with the work" and that she would be mailing us final payment, which we received promptlyA few days later we received a call requesting we add an extra 6-8" of overhang on the front edgeWe informed them we cannot install overhang on the side because it cannot support itself due to the fact that the polycarb material wasn't designed for extra overhang and that the old product that we were replacing was not designed with excessive overhang either, that is why there was noneAccording to the "Suntuf" installation guide found online it clearly states there should be no more than 3" overhangAfter speaking with the homeowner they were adamant we come back out there to add overhang on the side edgeUpon Visit #our technician went out and attempted to add a piece to the side edges for more overhangHomeowner states still not enough and that it is flimsy due to the installation, although it had been explained all along that it would be flimsy due to the fact that this product is not meant for overhangThe owner of Screenworks, John Hamm, spoke to Mr*** and informed him we are sorry but we have done everything we can and that there is not much else we can doWe have gone above and beyond what is clearly written on our contract and unfortunately, we cannot appease themFollowing the conversation with Mr***, Mrs*** left us a voicemail stating she believes she is owed a new roof and that she will be leaving us bad reviews on all social media and internet sites to explain how unhappy she is with our serviceWe have not responded to her since then due to the fact that we have done everything we can for her and it is apparent that nothing we do will be enoughAll along we have explained the replacement was just like old oneMeasurements had been taken at the site and noted on the contract that replacement would be the same size and Mrs*** signed the contract agreeing to the size we would be replacingWe have met up with our end of the agreement and provided a roof the exact size as the old one
To resolve this issue we have decided it is in the best interest for all parties to replace the roofWe will be in contact with the homeowners to schedule this and get it resolved
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]
After reviewing the complaint by the customer we regret that we have done everything we can to appease themOur original contract with these customers was to "remove and replace a Suntuf polycarb roof and rescreen the area." The measurements for the roof were clearly written on the contract as
follows: 10'4" long by 20' wideThe total contract price was $Once the installation was complete we received an email from Mrs*** that she was "very satisfied with the work" and that she would be mailing us final payment, which we received promptlyA few days later we received a call requesting we add an extra 6-8" of overhang on the front edgeWe informed them we cannot install overhang on the side because it cannot support itself due to the fact that the polycarb material wasn't designed for extra overhang and that the old product that we were replacing was not designed with excessive overhang either, that is why there was noneAccording to the "Suntuf" installation guide found online it clearly states there should be no more than 3" overhangAfter speaking with the homeowner they were adamant we come back out there to add overhang on the side edgeUpon Visit #our technician went out and attempted to add a piece to the side edges for more overhangHomeowner states still not enough and that it is flimsy due to the installation, although it had been explained all along that it would be flimsy due to the fact that this product is not meant for overhangThe owner of Screenworks, John Hamm, spoke to Mr*** and informed him we are sorry but we have done everything we can and that there is not much else we can doWe have gone above and beyond what is clearly written on our contract and unfortunately, we cannot appease themFollowing the conversation with Mr***, Mrs*** left us a voicemail stating she believes she is owed a new roof and that she will be leaving us bad reviews on all social media and internet sites to explain how unhappy she is with our serviceWe have not responded to her since then due to the fact that we have done everything we can for her and it is apparent that nothing we do will be enoughAll along we have explained the replacement was just like old oneMeasurements had been taken at the site and noted on the contract that replacement would be the same size and Mrs*** signed the contract agreeing to the size we would be replacingWe have met up with our end of the agreement and provided a roof the exact size as the old one
To resolve this issue we have decided it is in the best interest for all parties to replace the roofWe will be in contact with the homeowners to schedule this and get it resolved
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] [redacted]