Initial Business Response /* (1000, 5, 2016/03/09) */
We installed the roof for this customer in 2007. The customer has had no issues with the roof until he took down his chimney and closed up the hole. We did not do this work. The customer was having issues with the area and he called us to...
help him correct the problem area. We went out to the roof and repaired the damage he did to the roof to the best of our ability. We did this as a favor and we charged him very little to if anything to help him out of a situation that he created himself. We DO NOT WARRANTY repairs, especially to a roof that is 9 years old. When the customer called us in February we explained to him that this was an ice dam situation that has occurred, which is an instance where snow then ice and then rain follows. This acts as a sponge effect and would likely not happen again unless the same type of weather situation happens. We also told him that with ice dams it may not even be coming from the area of the chimney. Water can run from anywhere in situations like that. We had several other jobs including one very large job that we were obligated to and behind schedule on due to the weather. We explained to him that we were very booked up and it would be a few weeks before we could get out there. We also told him he could call someone else to get to him sooner if he felt he couldn't wait on us. The customer only called us two times and on the second call he was very belligerent. We explained to him that we couldn't just move him in front of other customers and we suggested again for him to call someone else if he needed to. Then he had a mutual friend call us. These were the only calls we received. We do not warranty repairs for anyone and we are not responsible for paying of his repair. It was this customer's choice to wait a month before he called someone else. We do the best job we can to do everything possible to make our customers happy and take care of their issues but we can only work so fast, with so many people counting on us. We are always honest with customers if we are too busy to get there. We always give them an option to call someone else if needed.
Initial Business Response /* (1000, 5, 2016/03/09) */
We installed the roof for this customer in 2007. The customer has had no issues with the roof until he took down his chimney and closed up the hole. We did not do this work. The customer was having issues with the area and he called us to...
help him correct the problem area. We went out to the roof and repaired the damage he did to the roof to the best of our ability. We did this as a favor and we charged him very little to if anything to help him out of a situation that he created himself. We DO NOT WARRANTY repairs, especially to a roof that is 9 years old. When the customer called us in February we explained to him that this was an ice dam situation that has occurred, which is an instance where snow then ice and then rain follows. This acts as a sponge effect and would likely not happen again unless the same type of weather situation happens. We also told him that with ice dams it may not even be coming from the area of the chimney. Water can run from anywhere in situations like that. We had several other jobs including one very large job that we were obligated to and behind schedule on due to the weather. We explained to him that we were very booked up and it would be a few weeks before we could get out there. We also told him he could call someone else to get to him sooner if he felt he couldn't wait on us. The customer only called us two times and on the second call he was very belligerent. We explained to him that we couldn't just move him in front of other customers and we suggested again for him to call someone else if he needed to. Then he had a mutual friend call us. These were the only calls we received. We do not warranty repairs for anyone and we are not responsible for paying of his repair. It was this customer's choice to wait a month before he called someone else. We do the best job we can to do everything possible to make our customers happy and take care of their issues but we can only work so fast, with so many people counting on us. We are always honest with customers if we are too busy to get there. We always give them an option to call someone else if needed.