Whitaker Roofing & Siding

I am replying to your letter of February 22, in regard to a complaint which was registered, IDH [redacted] A Very simple explanation of what caused the awning damage is as follows: We had thirty one inches of snow which slid off a metal roof above the awningThe metal roof was installed without Snow catchers which would very likely have prevented the damage which included twisted panels and a damaged frameThe awning is still in place with the damaged partsPlease look over the literature I am enclosing on Snow load statisticsI had offered to work with Ms [redacted] and her insurance claim however she called the office and became very terse with my secretaryI in turn called her after she had the conversation with my secretary and she did apologizeThe conversation we had concluded with the understanding that after her insurance adjuster looked at the awning and made an assessment, I would work with her on the priceThe awning must be taken down and panels must be replaced by the manufacturer, new posts installed and awning re-hungAfter all the previous conversations, her son called and was very rudeI then told him I no longer was interested in correcting the problemIf we are to do any work on this awning, I will require the storm damage repairs to be pre-paidUnfortunately, sometimes it becomes very difficult to deal with a customer who becomes unreasonableWe value our pristine reputation therefore I feel it is imperative that I respond to this complaint in a timely fashion.Sincerely,William B S*Pres

The awning was installed to the manufacturer's specifications and under weather conditions would not have incurred any damageThe customer had two awnings installed at the same time, once again, per manufacturer's specsThe awning above the metal roof Sustained no damage from the Snow slide, the awning below the metal roof didAll the other awnings in the neighborhood do not have metal roofs above the awnings with no snow catchersIf there would not have been a metal roof above this awning, this issue would be mootOnce again I will stress this Snow storm caused damage and certainly not the installationI would also like to address the fact that the customer insists that neither she nor her son displayed any rudeness to the secretary or myselfI can assure you the secretary who spoke with this customer has been with this company for more than twenty five years and would not report a rude phone call if in fact it did not occur.William B S***, President

The awning was installed to the manufacturer's specifications and under weather conditions would not have incurred any damageThe customer had two awnings installed at the same time, once again, per manufacturer's specsThe awning above the metal roof Sustained no damage from the Snow slide, the awning below the metal roof didAll the other awnings in the neighborhood do not have metal roofs above the awnings with no snow catchersIf there would not have been a metal roof above this awning, this issue would be mootOnce again I will stress this Snow storm caused damage and certainly not the installationI would also like to address the fact that the customer insists that neither she nor her son displayed any rudeness to the secretary or myselfI can assure you the secretary who spoke with this customer has been with this company for more than twenty five years and would not report a rude phone call if in fact it did not occurWilliam B S***, President