Sutherlands Exteriors, LLC

As the customer stated we replaced their roof in We have a year labor warranty so as stated the roof is out of warrantyHowever, it is still under manufacturer warranty if the issue is caused by a shingle defectAlthough the roof is out of warranty I told her as I always tell all customers we will look at it for free and if it's anything we blantently installed wrong we'd fix it free of chargeWe sent a service tech out to take a look at the issue and he couldn't find anything wrong with the roofHe believes the issue is coming from gaps in the siding and j channel on the chimneyWe did not do the siding install we only did the roofWe 100% feel this leak issue has nothing to do with our roof installWe did install some sealant in the cracks of the siding and J channelLeaks are a tricky thing sometimes due to the fact water can get in through a tiny pin hole and then run along something else before it actually drops and shows a leakSo our service tech told the customer they would come back in a hard rain and see if it's still leaking where it might be coming fromUnfortunately that's the last I heard of the issue till receiving this Revdex.com complaintOnce receiving the complaint I immediately called our customer and told her I answer the phones personally and I don't recall receiving any other phone calls about thisShe said I didn't call you the company I called the guy you sent out here and never heard back from himI apologized and asked from now on if she has any issues to please call the office directly so we can make sure things get handled appropriatelyI told her we don't believe the issue is from the roof but if we said we'd come back we should have and I will send another service tech out to look again and take pictures of what he believes the issue isI then asked her I'd assume you have a lot of water coming in due to that huge storm yesterday and last night? She replied back "it's hard to tell because there's a stain there from before and I can't tell if it's getting any worse or notBut the spot doesn't feel wet"I told her we will send our guy back out and take a lookThis complaint is a result of poor communication between the service tech we sent out and our officeI wish the customer would have called the office to let us know and especially before submitting a complaintI also of course wish our service tech would have answered the phone or let us know what was going onWe will be out to address the issue

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

As the customer stated we replaced their roof in 2013. We have a 2 year labor warranty so as stated the roof is out of warranty. However, it is still under manufacturer warranty if the issue is caused by a shingle defect. Although the roof is out of warranty I told her as I always tell all customers...

we will look at it for free and if it's anything we blantently installed wrong we'd fix it free of charge. We sent a service tech out to take a look at the issue and he couldn't find anything wrong with the roof. He believes the issue is coming from gaps in the siding and j channel on the chimney. We did not do the siding install we only did the roof. We 100% feel this leak issue has nothing to do with our roof install. We did install some sealant in the cracks of the siding and J channel. Leaks are a tricky thing sometimes due to the fact water can get in through a tiny pin hole and then run along something else before it actually drops and shows a leak. So our service tech told the customer they would come back in a hard rain and see if it's still leaking where it might be coming from. Unfortunately that's the last I heard of the issue till receiving this Revdex.com complaint. Once receiving the complaint I immediately called our customer and told her I answer the phones personally and I don't recall receiving any other phone calls about this. She said I didn't call you the company I called the guy you sent out here and never heard back from him. I apologized and asked from now on if she has any issues to please call the office directly so we can make sure things get handled appropriately. I told her we don't believe the issue is from the roof but if we said we'd come back we should have and I will send another service tech out to look again and take pictures of what he believes the issue is. I then asked her I'd assume you have a lot of water coming in due to that huge storm yesterday and last night? She replied back "it's hard to tell because there's a stain there from before and I can't tell if it's getting any worse or not. But the spot doesn't feel wet". I told her we will send our guy back out and take a look. This complaint is a result of poor communication between the service tech we sent out and our office. I wish the customer would have called the office to let us know and especially before submitting a complaint. I also of course wish our service tech would have answered the phone or let us know what was going on. We will be out to address the issue.