This letter is in regards to the customer complaint *** we received on 5/28/We appreciate the opportunity to explain our position in this matterWe installed *** *** *** metal roof in September of We offer a one-year warranty on
laborThis is not an issue of whether or not we installed the roof correctly; *** *** roof has not leaked since the day we installed itWe did not install snow guards or water diverter at the time we installed the roof because these are not included in our basic roof packageWe do not recall *** *** calling multiple times about his issue, but if we neglected to help *** *** this was not our intentionWhen he called approximately a month ago, we told him we would send someone out as soon as possible to measure to add snow guards/ water diverter to his homeDue to prior obligations, all of our men were tied up on other projects so we were unable to send someone immediately_ When we did have a man available, we called *** *** to set up a convenient time to come assess his situationThe next day we received the letter about his complaintWhen I asked *** *** why he sent it even though we spoke and he said that he felt bad that he sent in a complaint because he thought we were ignoring his request again After looking at *** *** roof situation, we recommended that snow guards be installed on the back of his home because of his steep roof pitch and a custom piece of water diverter on each side of his dormers where water was overshooting the roof sheetsAn important thing to note is that we installed gutters on *** *** home excluding the dormersAnother contractor installed gutters on the dormers at a later date which caused an issue with the water shed pathTo try and show *** *** we were willing to work with him, we offered the materials at no chargeWe installed the new trim on the morning of June 16th, and *** *** paid for the actual labor costHe called back again that afternoon after a heavy rainstorm to let us know the water issue on his dormers was not completely fixedWe sent two men back out the ne morning (at no charge) and added another piece of the trim which would divert the water further down the roof into the gutterTo our knowledge, *** *** situation has been corrected and we feel we have been fair with him even though we did not directly cause these issuesAs a family business that has been in operation since 1987, we pride ourselves on providing quality service and aim for our customer's satisfaction as we depend on referralsThank you for allowing us the opportunity to explain our position and we hope to continue to maintain a positive rating with the Revdex.com because our reputation is very important to usPlease do not hesitate to call me if you have any further questions
This letter is in regards to the customer complaint *** we received on 5/28/We appreciate the opportunity to explain our position in this matterWe installed *** *** *** metal roof in September of We offer a one-year warranty on
laborThis is not an issue of whether or not we installed the roof correctly; *** *** roof has not leaked since the day we installed itWe did not install snow guards or water diverter at the time we installed the roof because these are not included in our basic roof packageWe do not recall *** *** calling multiple times about his issue, but if we neglected to help *** *** this was not our intentionWhen he called approximately a month ago, we told him we would send someone out as soon as possible to measure to add snow guards/ water diverter to his homeDue to prior obligations, all of our men were tied up on other projects so we were unable to send someone immediately_ When we did have a man available, we called *** *** to set up a convenient time to come assess his situationThe next day we received the letter about his complaintWhen I asked *** *** why he sent it even though we spoke and he said that he felt bad that he sent in a complaint because he thought we were ignoring his request again After looking at *** *** roof situation, we recommended that snow guards be installed on the back of his home because of his steep roof pitch and a custom piece of water diverter on each side of his dormers where water was overshooting the roof sheetsAn important thing to note is that we installed gutters on *** *** home excluding the dormersAnother contractor installed gutters on the dormers at a later date which caused an issue with the water shed pathTo try and show *** *** we were willing to work with him, we offered the materials at no chargeWe installed the new trim on the morning of June 16th, and *** *** paid for the actual labor costHe called back again that afternoon after a heavy rainstorm to let us know the water issue on his dormers was not completely fixedWe sent two men back out the ne morning (at no charge) and added another piece of the trim which would divert the water further down the roof into the gutterTo our knowledge, *** *** situation has been corrected and we feel we have been fair with him even though we did not directly cause these issuesAs a family business that has been in operation since 1987, we pride ourselves on providing quality service and aim for our customer's satisfaction as we depend on referralsThank you for allowing us the opportunity to explain our position and we hope to continue to maintain a positive rating with the Revdex.com because our reputation is very important to usPlease do not hesitate to call me if you have any further questions