Turnkey Construction & Maintenance Inc

Complaint: ***
I am rejecting this response because:First I would like to say how disrespectful *** is of our property, he has no right to say anything about the condition of ones property. You have a lot of nerve to talk about my home- we paid you in cash didn't we?????? That check was cashed the same day so I must assume you have many issues with customers and don't want them to put a stop payment on your check. As for the damaged caused by Turnkey I have said nothing about money to be compensated other than the estimate I received for the repair. If turnkey can send a licensed aluminum contractor to repair the damage that his team caused then no comp is necessary. If he is not capable of doing so then the quote that I received is the amount I am demanding to be paid. I am not going back and forth with this, I want my home to be REPAIRED. We paid for our roof and deserve what we paid for, nothing more or nothing lessThe damages are what your team caused. We never received the extra shingles, your team didn't show up for a full day and there is still debris days later. My son goes on his balcony all of the time and he is the one that noticed the damage, if it wasn't for him then we would have not known about it plus your salesman was on our roof when he gave us a quote and I would think he would have noticed it- ya think???
Regards,
*** ***

As the owner of Turnkey Construction and Maintenance, Inc. I have the responsibility to assess every issue that our company encounters whether good or bad.  In the case of Mr. [redacted], he had a complaint of several issues once we completed his roof.  Our Project Manager met with Mr....

[redacted] who was fairly upset about his issues and our PM agreed to resolve several of them.  There were some issues though that our PM did not think Mr. [redacted] would agree to, so I was asked to come and evaluate the issues.  I did meet and review all the issues stated and forwarded an email as to the solutions we offered.  Unfortunately, Mr. [redacted] had expressed a monetary compensation was expected (at out first meeting).  While I agreed to resolve almost all the issues, some of the issues he brought up were suspect as to how he had damage to some parts of his home.  A metal roof covering had a dent across the panels which far exceeded any material length we had on the job to reroof his home.  I asked for more information, but he insisted that we either resolve this issue "immediately" or he would "take further actions". The damage is actually consistent with other damage to his enclosure that currently exists.  Torn and missing screening, [redacted]t framing, lack of maintenance and overall lack of cleanliness lead me to believe that very little has been done to maintain this structure.   Another issue was he said his wife stepped on a nail and feels we are responsible even though our contract states, due care needs to be taken by the owner.  We offered to reimburse her for a tetanus shot.  The only condition was we needed proof of treatment which he did not provide.  Most of the other issues were cleaning which we agreed to resolve.  Please be aware that all of this transpired through 5 business day.  His demanding  and confrontational position had prompted us to provide the fastest, fairest and equitable resolution as quickly as possible, but I will not allow our sales people, Project managers or myself to be pushed by a customer who at the very minimum is unreasonable and at the most appears to have a money payout interest in mind.  With that said, our offer to resolve these issues has been provided, Mr. [redacted] can either accept them and work with us to resolve this amicably, or if he does not agree then I feel we have fulfilled our responsibility not only in fairness and service to a customer, but also protect the integrity of who we are.  We stand behind out product and will work professionally and promptly to keep our customers first.

I'm afraid I disagree with the response.  As I stated before, we have offered to come to a resolution to this matter but have been consistently met with absolute accusations.  While we measure our flexibility with these types of issues, we always try and place ourselves in the owners position.  Unfortunately, that position has been demanding, accusatory, demeaning and confrontational.  Had we sat down a spoke rationally, our flexibility with providing "the [redacted]efit of the doubt" may have been broader but the owners disposition has put us on the defense.  We are offering a solution and he is forcing his demand, not once discussing alternative resolutions, amicable discussions or even a considerate rebuttal.  Our position still stands of what we offer to resolve this issue, and if the owner cannot provide more adequate proof of cause, then we will stand by our decision.