This letter is in regards to the customer complaint [redacted] we received on 5/28/2015. We appreciate the opportunity to explain our position in this matter. We installed [redacted] metal roof in September of 2011. We offer a one-year warranty on labor. This is not an issue of whether or...
not we installed the roof correctly; [redacted] roof has not leaked since the day we installed it. We did not install snow guards or water diverter at the time we installed the roof because these are not included in our basic roof package. We do not recall [redacted] calling multiple times about his issue, but if we neglected to help [redacted] this was not our intention. When 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 home. Due 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 [redacted] to set up a convenient time to come assess his situation. The next day we received the letter about his complaint. When I asked [redacted] 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 [redacted] 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 sheets. An important thing to note is that we installed gutters on [redacted] home excluding the dormers. Another contractor installed gutters on the dormers at a later date which caused an issue with the water shed path. To try and show [redacted] we were willing to work with him, we offered the materials at no charge. We installed the new trim on the morning of June 16th, 2015 and [redacted] paid for the actual labor cost. He called back again that afternoon after a heavy rainstorm to let us know the water issue on his dormers was not completely fixed. We 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 gutter. To our knowledge, [redacted] situation has been corrected and we feel we have been fair with him even though we did not directly cause these issues. As 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 referrals. Thank 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 us. Please do not hesitate to call me if you have any further questions.
This letter is in regards to the customer complaint [redacted] we received on 5/28/2015. We appreciate the opportunity to explain our position in this matter. We installed [redacted] metal roof in September of 2011. We offer a one-year warranty on labor. This is not an issue of whether or...
not we installed the roof correctly; [redacted] roof has not leaked since the day we installed it. We did not install snow guards or water diverter at the time we installed the roof because these are not included in our basic roof package. We do not recall [redacted] calling multiple times about his issue, but if we neglected to help [redacted] this was not our intention. When 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 home. Due 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 [redacted] to set up a convenient time to come assess his situation. The next day we received the letter about his complaint. When I asked [redacted] 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 [redacted] 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 sheets. An important thing to note is that we installed gutters on [redacted] home excluding the dormers. Another contractor installed gutters on the dormers at a later date which caused an issue with the water shed path. To try and show [redacted] we were willing to work with him, we offered the materials at no charge. We installed the new trim on the morning of June 16th, 2015 and [redacted] paid for the actual labor cost. He called back again that afternoon after a heavy rainstorm to let us know the water issue on his dormers was not completely fixed. We 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 gutter. To our knowledge, [redacted] situation has been corrected and we feel we have been fair with him even though we did not directly cause these issues. As 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 referrals. Thank 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 us. Please do not hesitate to call me if you have any further questions.