Our customer, [redacted] ***, was experiencing some personal family matters during the time of the attempts to repair her roof issues Unfortunately, she was upset, and adding our difficulting in getting to her roof in a timely manner, only added to her frustration With the outcome being a very satisfied customer, I can only surmise that her original complaint was written while she was experiencing high stress Much of what she described did occur, but nothing that caused her to incur the amount of estimated damages stated The original workers did accidentially drip silver coating on her pesonal property and the fascia metal As far as the roof leaking, this was not a leak coming from the roof She reported that it leaks "after a large storm" A faulty roof will leak every time it rains There was a complete misunderstanding that she felt she had been accused of anything I had recently taken over as Office Manager, and had received the facts second hand The original Project Manager did not return to the property when he should have when he felt he was unable to resolve the customer's issues After speaking with the customer, I was able to successfully access the situation, send the owner to meet with her, and together all issues were resolved New fascia metal was installed at the entire upper roof perimeter at no charge The original cost for the job was $ The customer paid a deposit in the amount of $After all issues were resolved, Weather-Tite Roofing Co., Inc issued a refund of $for damages to personal property, and the customer paid Weather-Tite Roofing Co., Inc., the remaining balance of $ I apologize that this has dragged out this long We were under the impression that the customer could simply withdraw her complaint, which she voluntarily said she would do Upon receipt of this explanation, I hope that our file will be updated We do try very hard to satisfy our customers and resolve their issues and concerns.Sincerely,-- Carole R***Weather-Tite Roofing Company
Our customer, [redacted] ***, was experiencing some personal family matters during the time of the attempts to repair her roof issues Unfortunately, she was upset, and adding our difficulting in getting to her roof in a timely manner, only added to her frustration With the outcome being a very satisfied customer, I can only surmise that her original complaint was written while she was experiencing high stress Much of what she described did occur, but nothing that caused her to incur the amount of estimated damages stated The original workers did accidentially drip silver coating on her pesonal property and the fascia metal As far as the roof leaking, this was not a leak coming from the roof She reported that it leaks "after a large storm" A faulty roof will leak every time it rains There was a complete misunderstanding that she felt she had been accused of anything I had recently taken over as Office Manager, and had received the facts second hand The original Project Manager did not return to the property when he should have when he felt he was unable to resolve the customer's issues After speaking with the customer, I was able to successfully access the situation, send the owner to meet with her, and together all issues were resolved New fascia metal was installed at the entire upper roof perimeter at no charge The original cost for the job was $ The customer paid a deposit in the amount of $After all issues were resolved, Weather-Tite Roofing Co., Inc issued a refund of $for damages to personal property, and the customer paid Weather-Tite Roofing Co., Inc., the remaining balance of $ I apologize that this has dragged out this long We were under the impression that the customer could simply withdraw her complaint, which she voluntarily said she would do Upon receipt of this explanation, I hope that our file will be updated We do try very hard to satisfy our customers and resolve their issues and concerns.Sincerely,-- Carole R***Weather-Tite Roofing Company