Tiley Roofing, Inc.

To Whom It May Concern:  Per Revdex.com's response procedure, this is our assessment of the events leading up to the complaint you have recently received. Please do not hesitate to contact me directly at ###-###-####.  Review the "Lead" attachment for the date when [redacted] first...

contacted us and the information he provided. We email this information to our clients to confirm accuracy and clarity. I think the only important thing to possibly note in that attachment is the "Type of Work Required:" it reads repair estimate, but does not distinguish what exactly. This might be an important factor to keep in mind. The following is our estimator's ([redacted]) recollection of the events that transpired during the meeting, estimate, and our tech's arrival: "I met [redacted] to perform a free inspection and was told there were no existing leaks inside the house that [redacted] knew of. I mentioned that was hard to believe based on the condition of the roof (this was also noted in the estimate) which [redacted] mentioned was not a possibility. I did observe fascia and soffit water damage due to the lack of hip starter tiles so that was my recommended repair along with a piece of drip edge, flex-um, and TRA Flex Flash to help protect against future damage (Please see the Estimate attachment). Roof Inspection photo gallery ([redacted], if you would like to view photos of the roof): https://app.companycam.com/galleries/8h1YYZs-zJw I sent an estimate with options to install 14 hip starter tiles and two field tiles with TRA flex flashing, flex-um at the hip/ridge intersections, and a section of drip edge for approximately $2,800. I also added an option to replace all the gutters as well. Within minutes of sending out the attached estimate, [redacted] replied to my email, "I authorize the $2,866 for the roof repair, I'm going to hold off on the gutters for now."When our tech arrived to perform the estimate that had been signed, he was told that [redacted] thought our tech was supposed to install new underlayment, Ice & Watershield, etc., on the garage which was outside of the scope we agreed upon. Our tech told me the labor hours and materials required to basically do a re-roof of the garage which is when I ball-parked the $4,100. At that time, our Service Tech was told to leave by [redacted]." The following is an account of what transpired from our Service Project Manager: "I received a call from [redacted] (our service technician) stating that he spoke with the client and [redacted] was waiting for a response from [redacted] with a revised price for the revised scope. [redacted] then contacted me about an hour later with [redacted] stating that the client no longer wanted our service. That was the last I heard about said job. For the next 3 weeks, I believe I followed up with [redacted] in regards to reaching out to [redacted] for restocking fees. I'm not sure if this was executed until about the fourth week when I saw [redacted] sent out an email to [redacted] that I was CC'd on.Upon [redacted] receiving [redacted]'s email, is when [redacted] responded with the bad review and it escalated from there."Obviously this situation seemed to have reached a boiling point, and as the owner, I decided to reach out to [redacted] via a phone call to try and resolve the matter. Prior to the phone call, both [redacted] and [redacted] came into my office so we could conference [redacted] and address anything I was unfamiliar with. During our conversation, I tried to explain to [redacted] that I felt this was a miscommunication and without pointing blame as to whose part that might be. Although, within one or two minutes of the conversation, he had hung up the phone and refused to take any of my calls. After this, we contacted through email.In conclusion, the intent of emails to [redacted] was to involve a third party to come to a resolution; I even included [redacted] in several of the emails to show him how dedicated we were to reach an amicable resolution. I feel like the seed that sprouted this complaint was a miscommunication on what the client actually needed as a scope of work. Either it was not clearly brought to our attention by [redacted] that he had an interior leak, or our estimate did not infer properly. Secondly, a definite mistake on our part was not contacting him more expediently about the re-stock fee. In the future, we will try to clearly understand our client's needs and if there are re-stocking fees, we will make that known much sooner.  Sincerely, [redacted]Preident and OwnerTiley Roofing, Inc.

Revdex.com: Tiley roofing has agreed to not charge any restocking fee due to the misunderstanding. I have included their email to me agreeing not to charge and the matter is closed.