Initial Business Response /* (1000, 8, 2016/04/01) */
In regards to the complaint from 3-7-16, the complainant called our office to make a complaint about his truck driver's side back door window and informed us that he went to our crew members right away to let them know what happened to his...
window. Per our foreman, the complainant had left his home and came back several times before he told our foreman that a shingle hit his driver's side back door window and left scratches. The foreman at that time inspected the complainant driver's side back door window and took pictures. The owner of the company also went out and inspected the driver's side back door window and spoke to the complainant regarding his concerns, the complainant said he would like the scratches removed as he will have to look through the driver's side back door window all the time and it will block his vision. We told the complainant we would get back to him regarding his concerns with the window after our inspection. Upon our inspection and interviews with employees, each employee was very adamant that while working on this jobsite our crew members were very aware of the location of the complainants vehicle the entire time we were working a this location, as when the project began the complainants truck was back by his garage, which is a good distance from where we were working. As our crew moved along to another section of the roof, the complainant moved his truck to line up right where we were working, this continued with each following section our crew would move on to, the complainant would move his truck to be in line with our working area. Our crew was very aware of the trucks location at all times and ensured that no shingles came in contact with the complaints vehicle.
After our inspection of the vehicles driver's side back door window and the interviews with each employee, we determined that the damage to the complainants driver's side back door window could not have happened from a single fallen shingle from the work we completed on the complainants neighbors home.
Our reasoning for determination was reached based upon: the location where the shingles were being dropped straight down from the roof to a tarp to our employees on the ground, the extra effort and steps our crew took to ensure that no shingles where anywhere on the complainants driveway or around his vehicle (there was felt that blew on his driveway, which can be compared to construction paper, very light weight, floats in the air) and that if a shingle hits someone's vehicle it leaves asphalt marks. The complainants driver's side back door window had no asphalt marks whatsoever where damage is said to have been caused, or anywhere else on the vehicle.
To date our office has tried without success several times to contact the complainant via his cell phone to discuss our findings, to let him know we do not feel we are at fault for his claim for the reasons listed above and have not received any return calls.
Initial Consumer Rebuttal /* (3000, 10, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These scratches were from a shingle. When I come home from dropping my son off at school there were shingles in my drive way around my truck and dirt from the roof all over my truck. I walked around my truck and look for any scratches but I didn't look at the windows. The roofing crew seen me looking at my truck and stopped working. After I went in side they cleaned up my drive way.
Later I had to use my truck. As I was driving around I looked out the back window and could see the scratches. After I showed one of the workers he tried to wash the window. A lot of the scratches did wipe off but the deep ones did not. The worker said yeah it looks like a shingle hit the window.
Initial Business Response /* (1000, 8, 2016/04/01) */
In regards to the complaint from 3-7-16, the complainant called our office to make a complaint about his truck driver's side back door window and informed us that he went to our crew members right away to let them know what happened to his...
window. Per our foreman, the complainant had left his home and came back several times before he told our foreman that a shingle hit his driver's side back door window and left scratches. The foreman at that time inspected the complainant driver's side back door window and took pictures. The owner of the company also went out and inspected the driver's side back door window and spoke to the complainant regarding his concerns, the complainant said he would like the scratches removed as he will have to look through the driver's side back door window all the time and it will block his vision. We told the complainant we would get back to him regarding his concerns with the window after our inspection. Upon our inspection and interviews with employees, each employee was very adamant that while working on this jobsite our crew members were very aware of the location of the complainants vehicle the entire time we were working a this location, as when the project began the complainants truck was back by his garage, which is a good distance from where we were working. As our crew moved along to another section of the roof, the complainant moved his truck to line up right where we were working, this continued with each following section our crew would move on to, the complainant would move his truck to be in line with our working area. Our crew was very aware of the trucks location at all times and ensured that no shingles came in contact with the complaints vehicle.
After our inspection of the vehicles driver's side back door window and the interviews with each employee, we determined that the damage to the complainants driver's side back door window could not have happened from a single fallen shingle from the work we completed on the complainants neighbors home.
Our reasoning for determination was reached based upon: the location where the shingles were being dropped straight down from the roof to a tarp to our employees on the ground, the extra effort and steps our crew took to ensure that no shingles where anywhere on the complainants driveway or around his vehicle (there was felt that blew on his driveway, which can be compared to construction paper, very light weight, floats in the air) and that if a shingle hits someone's vehicle it leaves asphalt marks. The complainants driver's side back door window had no asphalt marks whatsoever where damage is said to have been caused, or anywhere else on the vehicle.
To date our office has tried without success several times to contact the complainant via his cell phone to discuss our findings, to let him know we do not feel we are at fault for his claim for the reasons listed above and have not received any return calls.
Initial Consumer Rebuttal /* (3000, 10, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These scratches were from a shingle. When I come home from dropping my son off at school there were shingles in my drive way around my truck and dirt from the roof all over my truck. I walked around my truck and look for any scratches but I didn't look at the windows. The roofing crew seen me looking at my truck and stopped working. After I went in side they cleaned up my drive way.
Later I had to use my truck. As I was driving around I looked out the back window and could see the scratches. After I showed one of the workers he tried to wash the window. A lot of the scratches did wipe off but the deep ones did not. The worker said yeah it looks like a shingle hit the window.