St Louis Skylights

I have read the response from the business 3/28/2018, however, I must wait to make a decision on this pending the sale of the house which will be determined [redacted] ***

Revdex.com, ? We installed the customer’s skylights on 10/16/17.? On Friday 02/16/18, we received a notification the customer submitted a service ticket for a leak? ? Monday, 02/19/my residential scheduler/customer service representative contact the customer to gather more information.? Due to the nature of the leak and forecasted weather we told the customer we need to cover her skylight with a tarp to stop any future leaks.? We scheduled an installer to go out Tuesday 02/20/2018.? The morning of 02/20/18, my scheduler left a voice mail with the customer stating we could not go onto the roof due to sleet/freezing rain and we would come out immediately Tuesday 02/21/18, 8:am to tarp the skylight.? The morning of 02/21/18, the roof was still inaccessible due to ice on the roof.? We informed the customer we would attempt again the next morning 02/22/18.? We tarped the skylight on 02/22/18.? We gave the customer an appointment of 02/26/@ 8:am to evaluate, troubleshoot and/or fix the issue depending on the problem.? On 02/26/we informed the customer we had to cancel do to rain.? Rescheduled for 03/10/18, 9:am.? On Saturday 03/10/18, our installer started to evaluate the skylight leak.? He found some roofing shingles broken and nail heads protruding from the roof? He performed repairs based on his evaluation? We believe this was caused by previous storms and high winds after the initial skylight installation causing the leak.? Later the same day, 03/10/@ 1:pm the customer through text, contacted our residential scheduler concerned the installer did not show up.? At 1:pm, we provided her with the details that our installer did show and knocked on the door.? With no response, our installer contacted the scheduler on “what to do”.? He was directed to repair the skylight due to pending weather forecast and he would contact the customer directly.? At 1:pm, the customer acknowledged the text and asked if the damaged shingles had been replaced.? Due to a family event, my scheduler did not respond until Sunday, 03/11/18, texting her “yes”On Friday 03/16/@ 9:pm, the customer texted my scheduler that the leak had come back.? My scheduler contacted the customer on Sunday 03/18/@ 5:pm stating we would address and make her an appointment as soon as possible.? Monday 03/19/contacted the customer advising we are working an appointment date.? Tuesday 03/20/@ 8:am customer confirmed 03/21/@ 9:am to tarp the skylight due to forecasted weather.? Wednesday 03/21/@ 6:am advised the customer an installer is on the way.? At 9:am the installer was running late, and my scheduler went to the residence and applied the tarp.? On Friday 03/23/@ 5:pm the customer contacted my scheduler to advise us the leak had reappeared.? We made arrangements for an installer to be there Saturday 03/24/18.? Contacted the customer on 03/24/@ 8:the installer was on the way.? Same day @ 5:pm the customer contacted my scheduler telling him the tarp was loose but still covering the shingled area, which we believe the leak is originating.? On Sunday 03/25/18, contacted my scheduler to ask when the installer was coming out again.? My scheduler told Monday 03/26/and the installer arrived at 10:am and re-tarped the skylight.? Same day @ 1:pm customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one.? ? We directed an installer to go to the customer’s residence as soon as possible? ? At 9:pm the installer arrived at the residence to replace the tarp as requested.? At this time, the leaking skylight is tarped and waiting on current weather conditions to approve and her permission to proceed.? The customer has asked us to hold off on the repair do to pending sale of the house.? We are waiting on the customer to provide us the way forward.? Our one and only goal is to provide the customer a leak proof skylight as agreed upon? Items to note: Any damaged caused by the leaking skylight will be promptly repaired, returned to a serviceable condition and zero costs to the customerWeather conditions are a huge factor.? We cannot safely go on a roof if it’s raining, has ice or sleet.? Also, wind conditions play a big part as well.? Applying and securing a tarp can be difficult.? We only use nails if will not cause an additional leak.? Our first method is to use straps and ropes to secure the tarpWe contacted the customer in a very timely manner on every issue.? Due to the recurrence of the leak and understanding the customer is going through a very stressful situation, my scheduler provided the customer his cell number to text or call anytime.? The customer utilized this option contacting my scheduler late on Friday nights, Saturdays, and Sundays.? My scheduler also visited the customers residence three separate times to talk with her and explain the situation and a way forward.? We believe we acted in good faith to address the leak and her concerns.?

Revdex.com, We installed the customer’s skylights on 10/16/ On Friday 02/16/18, we received a notification the customer submitted a service ticket for a leak Monday, 02/19/my residential scheduler/customer service representative contact the customer to gather more information Due to the nature of the leak and forecasted weather we told the customer we need to cover her skylight with a tarp to stop any future leaks We scheduled an installer to go out Tuesday 02/20/ The morning of 02/20/18, my scheduler left a voice mail with the customer stating we could not go onto the roof due to sleet/freezing rain and we would come out immediately Tuesday 02/21/18, 8:am to tarp the skylight The morning of 02/21/18, the roof was still inaccessible due to ice on the roof We informed the customer we would attempt again the next morning 02/22/ We tarped the skylight on 02/22/ We gave the customer an appointment of 02/26/@ 8:am to evaluate, troubleshoot and/or fix the issue depending on the problem On 02/26/we informed the customer we had to cancel do to rain Rescheduled for 03/10/18, 9:am On Saturday 03/10/18, our installer started to evaluate the skylight leak He found some roofing shingles broken and nail heads protruding from the roof He performed repairs based on his evaluation We believe this was caused by previous storms and high winds after the initial skylight installation causing the leak Later the same day, 03/10/@ 1:pm the customer through text, contacted our residential scheduler concerned the installer did not show up At 1:pm, we provided her with the details that our installer did show and knocked on the door With no response, our installer contacted the scheduler on “what to do” He was directed to repair the skylight due to pending weather forecast and he would contact the customer directly At 1:pm, the customer acknowledged the text and asked if the damaged shingles had been replaced Due to a family event, my scheduler did not respond until Sunday, 03/11/18, texting her “yes”On Friday 03/16/@ 9:pm, the customer texted my scheduler that the leak had come back My scheduler contacted the customer on Sunday 03/18/@ 5:pm stating we would address and make her an appointment as soon as possible Monday 03/19/contacted the customer advising we are working an appointment date Tuesday 03/20/@ 8:am customer confirmed 03/21/@ 9:am to tarp the skylight due to forecasted weather Wednesday 03/21/@ 6:am advised the customer an installer is on the way At 9:am the installer was running late, and my scheduler went to the residence and applied the tarp On Friday 03/23/@ 5:pm the customer contacted my scheduler to advise us the leak had reappeared We made arrangements for an installer to be there Saturday 03/24/ Contacted the customer on 03/24/@ 8:the installer was on the way Same day @ 5:pm the customer contacted my scheduler telling him the tarp was loose but still covering the shingled area, which we believe the leak is originating On Sunday 03/25/18, contacted my scheduler to ask when the installer was coming out again My scheduler told Monday 03/26/and the installer arrived at 10:am and re-tarped the skylight Same day @ 1:pm customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one We directed an installer to go to the customer’s residence as soon as possible At 9:pm the installer arrived at the residence to replace the tarp as requested At this time, the leaking skylight is tarped and waiting on current weather conditions to approve and her permission to proceed The customer has asked us to hold off on the repair do to pending sale of the house We are waiting on the customer to provide us the way forward Our one and only goal is to provide the customer a leak proof skylight as agreed upon Items to note: Any damaged caused by the leaking skylight will be promptly repaired, returned to a serviceable condition and zero costs to the customerWeather conditions are a huge factor We cannot safely go on a roof if it’s raining, has ice or sleet Also, wind conditions play a big part as well Applying and securing a tarp can be difficult We only use nails if will not cause an additional leak Our first method is to use straps and ropes to secure the tarpWe contacted the customer in a very timely manner on every issue Due to the recurrence of the leak and understanding the customer is going through a very stressful situation, my scheduler provided the customer his cell number to text or call anytime The customer utilized this option contacting my scheduler late on Friday nights, Saturdays, and Sundays My scheduler also visited the customers residence three separate times to talk with her and explain the situation and a way forward We believe we acted in good faith to address the leak and her concerns

Complaint: [redacted] I am rejecting this response because:? This company has not provided me the quality of service I paid them forThe home has been sold and will be torn down , at this point I no longer wish for this company to do any additional work on my home , only to secure their tarps to prevent any additional leakingI would like them to also refund me $ Sincerely, [redacted]

First, thank you very much for calling yesterday I have not received an email or even knew of this complaint prior to yesterday.During the installation of the skylights for Mrs ***, an installer dropped a hammer and dinged her hardwood floors The customer had a repairman come out and perform a temporary repair on the damaged floor We agree this is our responsibility to correct and have every intention to get this correctedI was under the impression the home owner was going to forward the temporary repair invoice to our office for payment Admittedly, since we did not receive the invoice, I forgot about this payment If the home owner would send the repair invoice, I will gladly remit payment for the temporary repairs.In regards to the permanent repair, we have tried on several occasions to reach the floor repairman without success Mrs [redacted] has also had a difficult time contacting this person StLouis Skylights remains committed to correcting the damaged floor but cannot do so until her repairman contacts usAccording to the customer, the repairman is very busy and often times takes a month to get back to her....we will continue to reach out until we get some resolution.We have been in contact Mrs [redacted] in regards to our progress and hope to have resolution soon

I have read the response from the business 3/28/2018, however, I must wait to make a decision on this pending the sale of the house which will be determined *** *** ** ***

First, thank you very much for calling yesterday. I have not received an email or even knew of this complaint prior to yesterday.During the installation of the skylights for Mrs ***, an installer dropped a hammer and dinged her hardwood floors. The customer had a repairman come out and
perform a temporary repair on the damaged floor. We agree this is our responsibility to correct and have every intention to get this correctedI was under the impression the home owner was going to forward the temporary repair invoice to our office for payment. Admittedly, since we did not receive the invoice, I forgot about this payment. If the home owner would send the repair invoice, I will gladly remit payment for the temporary repairs.In regards to the permanent repair, we have tried on several occasions to reach the floor repairman without success. Mrs *** has also had a difficult time contacting this person. StLouis Skylights remains committed to correcting the damaged floor but cannot do so until her repairman contacts usAccording to the customer, the repairman is very busy and often times takes a month to get back to her....we will continue to reach out until we get some resolution.We have been in contact Mrs*** in regards to our progress and hope to have resolution soon

I have read the response from the business 3/28/2018, however, I must wait to make a decision on this pending the sale of the house which will be determined *** *** ** ***

Complaint: ***
I am rejecting this response because: This company has not provided me the quality of service I paid them forThe home has been sold and will be torn down , at this point I no longer wish for this company to do any additional work on my home , only to secure their tarps to prevent any additional leakingI would like them to also refund me $
Sincerely,
*** ***

Since the recent rain my situation is spreading and worseningIt’s actually worse than when they began to fix it in October

Complaint: ***
I am rejecting this response because:? This company has not provided me the quality of service I paid them forThe home has been sold and will be torn down , at this point I no longer wish for this company to do any additional work on my home , only to secure their tarps to prevent any additional leakingI would like them to also refund me $
Sincerely,
*** ***

Revdex.com, ? We installed the customer’s skylights on 10/16/17.? On Friday 02/16/18, we received a notification the customer submitted a service ticket for a leak? ? Monday, 02/19/my residential scheduler/customer service representative contact the customer to
gather more information.? Due to the nature of the leak and forecasted weather we told the customer we need to cover her skylight with a tarp to stop any future leaks.? We scheduled an installer to go out Tuesday 02/20/2018.? The morning of 02/20/18, my scheduler left a voice mail with the customer stating we could not go onto the roof due to sleet/freezing rain and we would come out immediately Tuesday 02/21/18, 8:am to tarp the skylight.? The morning of 02/21/18, the roof was still inaccessible due to ice on the roof.? We informed the customer we would attempt again the next morning 02/22/18.? We tarped the skylight on 02/22/18.? We gave the customer an appointment of 02/26/@ 8:am to evaluate, troubleshoot and/or fix the issue depending on the problem.? On 02/26/we informed the customer we had to cancel do to rain.? Rescheduled for 03/10/18, 9:am.? On Saturday 03/10/18, our installer started to evaluate the skylight leak.? He found some roofing shingles broken and nail heads protruding from the roof? He performed repairs based on his evaluation? We believe this was caused by previous storms and high winds after the initial skylight installation causing the leak.? Later the same day, 03/10/@ 1:pm the customer through text, contacted our residential scheduler concerned the installer did not show up.? At 1:pm, we provided her with the details that our installer did show and knocked on the door.? With no response, our installer contacted the scheduler on “what to do”.? He was directed to repair the skylight due to pending weather forecast and he would contact the customer directly.? At 1:pm, the customer acknowledged the text and asked if the damaged shingles had been replaced.? Due to a family event, my scheduler did not respond until Sunday, 03/11/18, texting her “yes”On Friday 03/16/@ 9:pm, the customer texted my scheduler that the leak had come back.? My scheduler contacted the customer on Sunday 03/18/@ 5:pm stating we would address and make her an appointment as soon as possible.? Monday 03/19/contacted the customer advising we are working an appointment date.? Tuesday 03/20/@ 8:am customer confirmed 03/21/@ 9:am to tarp the skylight due to forecasted weather.? Wednesday 03/21/@ 6:am advised the customer an installer is on the way.? At 9:am the installer was running late, and my scheduler went to the residence and applied the tarp.? On Friday 03/23/@ 5:pm the customer contacted my scheduler to advise us the leak had reappeared.? We made arrangements for an installer to be there Saturday 03/24/18.? Contacted the customer on 03/24/@ 8:the installer was on the way.? Same day @ 5:pm the customer contacted my scheduler telling him the tarp was loose but still covering the shingled area, which we believe the leak is originating.? On Sunday 03/25/18, contacted my scheduler to ask when the installer was coming out again.? My scheduler told Monday 03/26/and the installer arrived at 10:am and re-tarped the skylight.? Same day @ 1:pm customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one.? ? We directed an installer to go to the customer’s residence as soon as possible? ? At 9:pm the installer arrived at the residence to replace the tarp as requested.? At this time, the leaking skylight is tarped and waiting on current weather conditions to approve and her permission to proceed.? The customer has asked us to hold off on the repair do to pending sale of the house.? We are waiting on the customer to provide us the way forward.? Our one and only goal is to provide the customer a leak proof skylight as agreed upon? Items to note: Any damaged caused by the leaking skylight will be promptly repaired, returned to a serviceable condition and zero costs to the customerWeather conditions are a huge factor.? We cannot safely go on a roof if it’s raining, has ice or sleet.? Also, wind conditions play a big part as well.? Applying and securing a tarp can be difficult.? We only use nails if will not cause an additional leak.? Our first method is to use straps and ropes to secure the tarpWe contacted the customer in a very timely manner on every issue.? Due to the recurrence of the leak and understanding the customer is going through a very stressful situation, my scheduler provided the customer his cell number to text or call anytime.? The customer utilized this option contacting my scheduler late on Friday nights, Saturdays, and Sundays.? My scheduler also visited the customers residence three separate times to talk with her and explain the situation and a way forward.? We believe we acted in good faith to address the leak and her concerns.?

Revdex.com, To address the customer’s second submission, I would like to provide information from our position.? ? We did go to the customer’s residence as soon as possible on ***.? The installer arrived at 10:am and re-tarped the skylight.? Due to weather conditions and my installer utilizing risk management, he attempted to secure the tarp while it rained and dealt with windy conditions.? Same day @ 1:pm the customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one.? ? We directed an installer to go to the customer’s residence as soon as possible.? Same day @ 8:pm the customer sent pictures to my scheduler highlighting how one end of the tarp was blowing in the wind.? At 9:pm the installer arrived at the residence to replace the tarp as requested.? When the installer arrived at the residence he did not notify the customer he was there.? He believed my scheduler notified the customer and went directly to the roof as is was not raining and getting dark.? We apologized for the break in communication and have briefed all installers not to assume communication happened and speak with the customer directI am concerned with the customers’ position on pressuring her on withdrawing her claim.? My scheduler spoke with her many times via the phone and texts and visited the residence to find resolution, provided comfort that we are making this issue a priority and provide our plan forward.? ? On all accounts we believed the customer understood our challenges and we planned to repair the residence as soon as possible.? On Monday 03/26/18, the vice president spoke with the customer directly to assure her we are doing all we can do to the weather conditions.? We did communicate being surprised and puzzled by the Revdex.com complaint and expressed that we are doing all we can.? The customer stated she understood and the stress of the out of state move and other personal issues has made this difficult.? The vice president asked if his scheduler was available when needed and was answered “yes”The original request to be compensated for $is difficult to understand.? The customer and vice president spoke directly on this issue.? The customer stated that if the house sold to a couple or family all she wanted is for the skylights to be fixed, damaged repaired and with no leaks.? We totally agree and that is what we are contracted to provide.? The customer stated if the house sold to a developer the plan was to demolish the house and build a new house or structure.? If the house sold to the developer, the customer relayed the want for $compensation.? The *** *** asked the customer to repeat the message feeling he misunderstood and not understanding the connection between selling it to a family versus a developer.? The customer reiterated the feeling of being compensated if the house was demolished.? Puzzled, they continued to speak and at this point the vice president advised the customer he would speak to the owner.? At this point, we as a company have no idea why the customer feels the need for compensation if the residence sells to a developer but not to a family.? Our position is to honor the contract, repair the skylight to a no-leak condition and repair any damage to the residence directly related to the skylight leak.? Before the communication stopped between the vice president and the customer, it was relayed for us to wait to repair the skylight pending offers she expects to receive from interested parties.? We advised the customer of the risks of waiting and possible additional water damage.? The vice president was directed to wait to see who bought the residence, developer, or familyRegarding the building inspector’s findings, we would openly invite a conversation and an opportunity to review the report.? We are extremely confident in our training and expertise.? We are trained by the manufacture with many years becoming the experts at solely installing skylights.? We believe we acted in good faith to address the leak and her concerns.? ? ? ?

Revdex.com, To address the customer’s second submission, I would like to provide information from our position.   We did go to the customer’s residence as soon as possible on [redacted].  The installer arrived at 10:24 am and re-tarped the skylight.  Due to weather conditions and my installer utilizing risk management, he attempted to secure the tarp while it rained and dealt with windy conditions.  Same day @ 1:05 pm the customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one.   We directed an installer to go to the customer’s residence as soon as possible.  Same day @ 8:03 pm the customer sent pictures to my scheduler highlighting how one end of the tarp was blowing in the wind.  At 9:00 pm the installer arrived at the residence to replace the tarp as requested.  When the installer arrived at the residence he did not notify the customer he was there.  He believed my scheduler notified the customer and went directly to the roof as is was not raining and getting dark.  We apologized for the break in communication and have briefed all installers not to assume communication happened and speak with the customer direct. I am concerned with the customers’ position on pressuring her on withdrawing her claim.  My scheduler spoke with her many times via the phone and texts and visited the residence to find resolution, provided comfort that we are making this issue a priority and provide our plan forward.   On all accounts we believed the customer understood our challenges and we planned to repair the residence as soon as possible.  On Monday 03/26/18, the vice president spoke with the customer directly to assure her we are doing all we can do to the weather conditions.  We did communicate being surprised and puzzled by the Revdex.com complaint and expressed that we are doing all we can.  The customer stated she understood and the stress of the out of state move and other personal issues has made this difficult.  The vice president asked if his scheduler was available when needed and was answered “yes”. The original request to be compensated for $3300.00 is difficult to understand.  The customer and vice president spoke directly on this issue.  The customer stated that if the house sold to a couple or family all she wanted is for the skylights to be fixed, damaged repaired and with no leaks.  We totally agree and that is what we are contracted to provide.  The customer stated if the house sold to a developer the plan was to demolish the house and build a new house or structure.  If the house sold to the developer, the customer relayed the want for $3300.00 compensation.  The [redacted] asked the customer to repeat the message feeling he misunderstood and not understanding the connection between selling it to a family versus a developer.  The customer reiterated the feeling of being compensated if the house was demolished.  Puzzled, they continued to speak and at this point the vice president advised the customer he would speak to the owner.  At this point, we as a company have no idea why the customer feels the need for compensation if the residence sells to a developer but not to a family.  Our position is to honor the contract, repair the skylight to a no-leak condition and repair any damage to the residence directly related to the skylight leak.  Before the communication stopped between the vice president and the customer, it was relayed for us to wait to repair the skylight pending offers she expects to receive from interested parties.  We advised the customer of the risks of waiting and possible additional water damage.  The vice president was directed to wait to see who bought the residence, developer, or family. Regarding the building inspector’s findings, we would openly invite a conversation and an opportunity to review the report.  We are extremely confident in our training and expertise.  We are trained by the manufacture with many years becoming the experts at solely installing skylights.  We believe we acted in good faith to address the leak and her concerns.

Since the recent rain my situation is spreading and worsening. It’s actually worse than when they began to fix it in October.

Revdex.com,   We installed the customer’s skylights on 10/16/17.  On Friday 02/16/18, we received a notification the customer submitted a service ticket for a leak.   Monday, 02/19/18 my residential scheduler/customer service representative contact the customer to...

gather more information.  Due to the nature of the leak and forecasted weather we told the customer we need to cover her skylight with a tarp to stop any future leaks.  We scheduled an installer to go out Tuesday 02/20/2018.  The morning of 02/20/18, my scheduler left a voice mail with the customer stating we could not go onto the roof due to sleet/freezing rain and we would come out immediately Tuesday 02/21/18, 8:00 am to tarp the skylight.  The morning of 02/21/18, the roof was still inaccessible due to ice on the roof.  We informed the customer we would attempt again the next morning 02/22/18.  We tarped the skylight on 02/22/18.  We gave the customer an appointment of 02/26/18 @ 8:00 am to evaluate, troubleshoot and/or fix the issue depending on the problem.  On 02/26/18 we informed the customer we had to cancel do to rain.  Rescheduled for 03/10/18, 9:00 am.  On Saturday 03/10/18, our installer started to evaluate the skylight leak.  He found some roofing shingles broken and nail heads protruding from the roof.  He performed repairs based on his evaluation.  We believe this was caused by previous storms and high winds after the initial skylight installation causing the leak.  Later the same day, 03/10/18 @ 1:04 pm the customer through text, contacted our residential scheduler concerned the installer did not show up.  At 1:10 pm, we provided her with the details that our installer did show and knocked on the door.  With no response, our installer contacted the scheduler on “what to do”.  He was directed to repair the skylight due to pending weather forecast and he would contact the customer directly.  At 1:21 pm, the customer acknowledged the text and asked if the damaged shingles had been replaced.  Due to a family event, my scheduler did not respond until Sunday, 03/11/18, texting her “yes”. On Friday 03/16/18 @ 9:12 pm, the customer texted my scheduler that the leak had come back.  My scheduler contacted the customer on Sunday 03/18/18 @ 5:16 pm stating we would address and make her an appointment as soon as possible.  Monday 03/19/18 contacted the customer advising we are working an appointment date.  Tuesday 03/20/18 @ 8:48 am customer confirmed 03/21/18 @ 9:00 am to tarp the skylight due to forecasted weather.  Wednesday 03/21/18 @ 6:48 am advised the customer an installer is on the way.  At 9:00 am the installer was running late, and my scheduler went to the residence and applied the tarp.  On Friday 03/23/18 @ 5:30 pm the customer contacted my scheduler to advise us the leak had reappeared.  We made arrangements for an installer to be there Saturday 03/24/18.  Contacted the customer on 03/24/18 @ 8:00 the installer was on the way.  Same day @ 5:54 pm the customer contacted my scheduler telling him the tarp was loose but still covering the shingled area, which we believe the leak is originating.  On Sunday 03/25/18, contacted my scheduler to ask when the installer was coming out again.  My scheduler told Monday 03/26/18 and the installer arrived at 10:24 am and re-tarped the skylight.  Same day @ 1:05 pm customer contacted my scheduler and communicated she did not like the tarp, it’s too thin and wanted a new one.   We directed an installer to go to the customer’s residence as soon as possible.   At 9:00 pm the installer arrived at the residence to replace the tarp as requested.  At this time, the leaking skylight is tarped and waiting on current weather conditions to approve and her permission to proceed.  The customer has asked us to hold off on the repair do to pending sale of the house.  We are waiting on the customer to provide us the way forward.  Our one and only goal is to provide the customer a leak proof skylight as agreed upon.   Items to note: Any damaged caused by the leaking skylight will be promptly repaired, returned to a serviceable condition and zero costs to the customer. Weather conditions are a huge factor.  We cannot safely go on a roof if it’s raining, has ice or sleet.  Also, wind conditions play a big part as well.  Applying and securing a tarp can be difficult.  We only use nails if will not cause an additional leak.  Our first method is to use straps and ropes to secure the tarp. We contacted the customer in a very timely manner on every issue.  Due to the recurrence of the leak and understanding the customer is going through a very stressful situation, my scheduler provided the customer his cell number to text or call anytime.  The customer utilized this option contacting my scheduler late on Friday nights, Saturdays, and Sundays.  My scheduler also visited the customers residence three separate times to talk with her and explain the situation and a way forward.  We believe we acted in good faith to address the leak and her concerns.

First, thank you very much for calling yesterday.  I have not received an email or even knew of this complaint prior to yesterday.During the installation of the skylights for Mrs [redacted], an installer dropped a hammer and dinged her hardwood floors.  The customer had a repairman come out and...

perform a temporary repair on the damaged floor.  We agree this is our responsibility to correct and have every intention to get this corrected. I was under the impression the home owner was going to forward the temporary repair invoice to our office for payment.  Admittedly, since we did not receive the invoice, I forgot about this payment.  If the home owner would send the repair invoice, I will gladly remit payment for the temporary repairs.In regards to the permanent repair, we have tried on several occasions to reach the floor repairman without success.  Mrs [redacted] has also had a difficult time contacting this person.  St. Louis Skylights remains committed to correcting the damaged floor but cannot do so until her repairman contacts us. According to the customer, the repairman is very busy and often times takes a month to get back to her....we will continue to reach out until we get some resolution.We have been in contact Mrs. [redacted] in regards to our progress and hope to have resolution soon.