TO: Revdex.com of Central VirginiaFROM: [redacted] at Nathan’s Roof RepairsDATE: 3/24/16Re: Complaint # [redacted] Thank you for the opportunity to respond to [redacted] complaint about our companyFollowing are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inccompleted installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30, [redacted] , our project manager, was on vacation at the time of the roof replacement, however Nathan B [redacted] the owner, was on site each day to check on the jobOne of our most experienced crews installed the roof [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each dayOur general manager, Lee B [redacted] , did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the jobTen months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom [redacted] and [redacted] went out to address the problem the next day [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rainHe installed metal flashing around the facial board to help prevent further wind driven rain from entering the homeWe thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceilingOn Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom [redacted] explained to the customer that we could not address the leak until the rain stoppedIt is not safe to be on a roof during severe weatherNathan’s Roof Repairs does not provide hour emergency service and in our years of experience in the roofing business, we have not experienced any significant problems with this policyThe owner expressed concern about the amount of water that was coming into the houseNathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurredOn Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal feet above where the water was coming into the house which helped explain the amount of water coming in through the leakA valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstormsWe apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeownerWe repaired the roof leak that day, however there was significant water damage to the home that needed to be repairedWe cleaned up the interior area that was damaged which included sheetrock [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work beganSeveral days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressedTwo guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roofNo water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners [redacted] contacted [redacted] ***, a professional water damage restoration and mold remediation company [redacted] has years experience as a full service property damage company and is based in the Richmond area [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work [redacted] is also a Revdex.com member in good standing with an A+ ratingThe homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Incsent to repair the damage to her homeThe repair work for the water damage began on October 22, and was completed on November 3, 2015, however the homeowner was not satisfied with the workNichols, Incretouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, This remediation project cost Nathan’s Roof Repairs $1,On December 2, 2015, we reimbursed the homeowner $1,for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leakThroughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work causedOn January 11, 2016, the homeowner texted Lee B [redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensationLee encouraged the homeowner to put her concerns in writing and he would share them with [redacted] .On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thingI feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s RoofingAt a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,for the duress and inconveniences that my family was forced to endure from August – December I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus WarrantyAs of December 2nd, we understood that the customer was satisfied with how we had handled this problemNathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation months after the interior water damaged area was repaired and completedIf the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s familyWe managed this unusual problem to the best of our abilityFurthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction projectUnfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
In a rather lengthy response, *** *** of Nathan's Roof Repairs decided to outright lie about most of the details as well as about the timeline of eventsRather than correcting each of these items, I will give a few examples(If you would like me to refute each of her statements, please let me know.) *** *** stated that Nathan B*** was on-site each day of the job and was available as needed by the workersHowever, on a job that lasted approximately weeks, *** was onsite for approximately 2-minutes a day, and even that, only on a few days*** never checked in with us when he did stop by the job siteFurthermore, Nathan was unable to speak to his workers at all since Nathan does not speak Spanish and none of the workers onsite could speak English*** B***, as well as other employees, informed of this fact! Nathan had promised us that his English/Spanish speaking Foreman, ***, would be on the job site at all times; however, when *** took personal leave because his wife had a baby, Nathan did not replace himRather, *** cut corners and performed our job without any Foreman onsiteI kept a diary of each day of the job and the daily activities that occurred
As another example of *** ***'s complete misrepresentation, she claimed that the initial leak from my roof was "the size of a half dollar." The large black stain from this leak was so large that it spanned the bathroom ceiling as well as the side wall of the bathroom and required that the entire bathroom ceiling and walls be repaintedDuring the second (massive) leak, the hole in the ceiling spanned half the width of the bathroom! I took pictures
In spite of her severe misrepresentation of the most of the events of the job, *** *** clearly admitted that all of our roofing problems occurred because of the repeated mistakes on the part of her companyAnd, she admitted that my family was inconveniencedYet, she still refused any financial compensation! Instead, she decided that because her company finally fixed the massive roof leaks over a period lasting months, no compensation is due to my family for all of the inconveniences that we had to endureShe stated, "Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family" and "whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction projectUnfortunately, that is part of the process." In another words, Nathan's Roofing feels they can repeatedly cut corners to save themselves money and repeatedly make mistakes on jobs (including my $30K+ job) and then have the homeowners suffer for problems that result because this is just "part of the process." Regards, *** ***
Dear Manager - Thank you for the opportunity to respond to this customer's complaintNathan spoke to Mr*** yesterday and resolved his concernsI am gathering the information to respond to this complaint in writingSincerely, *** ***
TO: Revdex.com of Central VirginiaFROM: [redacted] at Nathan’s Roof RepairsDATE: 3/24/16Re: Complaint...
#[redacted]Thank you for the opportunity to respond to [redacted] complaint about our company. Following are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inc. completed installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30,380.00. [redacted], our project manager, was on vacation at the time of the roof replacement, however Nathan B[redacted] the owner, was on site each day to check on the job. One of our most experienced crews installed the roof. [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each day. Our general manager, Lee B[redacted], did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the job. Ten months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom. [redacted] and [redacted] went out to address the problem the next day. [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rain. He installed metal flashing around the facial board to help prevent further wind driven rain from entering the home. We thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceiling. On Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom. [redacted] explained to the customer that we could not address the leak until the rain stopped. It is not safe to be on a roof during severe weather. Nathan’s Roof Repairs does not provide 24 hour emergency service and in our 24 years of experience in the roofing business, we have not experienced any significant problems with this policy. The owner expressed concern about the amount of water that was coming into the house. Nathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurred. On Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal 10 feet above where the water was coming into the house which helped explain the amount of water coming in through the leak. A valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstorms. We apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeowner. We repaired the roof leak that day, however there was significant water damage to the home that needed to be repaired. We cleaned up the interior area that was damaged which included sheetrock. [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work began. Several days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressed. Two guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roof. No water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners. [redacted] contacted [redacted], a professional water damage restoration and mold remediation company. [redacted] has 30 years experience as a full service property damage company and is based in the Richmond area. [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work. [redacted] is also a Revdex.com member in good standing with an A+ rating. The homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Inc. sent to repair the damage to her home. The repair work for the water damage began on October 22, 2015 and was completed on November 3, 2015, however the homeowner was not satisfied with the work. Nichols, Inc. retouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, 2015. This remediation project cost Nathan’s Roof Repairs $1,452.77. On December 2, 2015, we reimbursed the homeowner $1,069.00 for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leak. Throughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work caused. On January 11, 2016, the homeowner texted Lee B[redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensation. Lee encouraged the homeowner to put her concerns in writing and he would share them with [redacted].On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr. [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thing. I feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s Roofing. At a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,000 for the duress and inconveniences that my family was forced to endure from August 2015 – December 2015. I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus Warranty. As of December 2nd, we understood that the customer was satisfied with how we had handled this problem. Nathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation 3 months after the interior water damaged area was repaired and completed. If the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s family. We managed this unusual problem to the best of our ability. Furthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction project. Unfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us.
TO: Revdex.com of Central VirginiaFROM: [redacted] at Nathan’s Roof RepairsDATE: 3/24/16Re: Complaint # [redacted] Thank you for the opportunity to respond to [redacted] complaint about our companyFollowing are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inccompleted installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30, [redacted] , our project manager, was on vacation at the time of the roof replacement, however Nathan B [redacted] the owner, was on site each day to check on the jobOne of our most experienced crews installed the roof [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each dayOur general manager, Lee B [redacted] , did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the jobTen months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom [redacted] and [redacted] went out to address the problem the next day [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rainHe installed metal flashing around the facial board to help prevent further wind driven rain from entering the homeWe thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceilingOn Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom [redacted] explained to the customer that we could not address the leak until the rain stoppedIt is not safe to be on a roof during severe weatherNathan’s Roof Repairs does not provide hour emergency service and in our years of experience in the roofing business, we have not experienced any significant problems with this policyThe owner expressed concern about the amount of water that was coming into the houseNathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurredOn Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal feet above where the water was coming into the house which helped explain the amount of water coming in through the leakA valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstormsWe apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeownerWe repaired the roof leak that day, however there was significant water damage to the home that needed to be repairedWe cleaned up the interior area that was damaged which included sheetrock [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work beganSeveral days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressedTwo guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roofNo water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners [redacted] contacted [redacted] ***, a professional water damage restoration and mold remediation company [redacted] has years experience as a full service property damage company and is based in the Richmond area [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work [redacted] is also a Revdex.com member in good standing with an A+ ratingThe homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Incsent to repair the damage to her homeThe repair work for the water damage began on October 22, and was completed on November 3, 2015, however the homeowner was not satisfied with the workNichols, Incretouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, This remediation project cost Nathan’s Roof Repairs $1,On December 2, 2015, we reimbursed the homeowner $1,for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leakThroughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work causedOn January 11, 2016, the homeowner texted Lee B [redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensationLee encouraged the homeowner to put her concerns in writing and he would share them with [redacted] .On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thingI feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s RoofingAt a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,for the duress and inconveniences that my family was forced to endure from August – December I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus WarrantyAs of December 2nd, we understood that the customer was satisfied with how we had handled this problemNathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation months after the interior water damaged area was repaired and completedIf the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s familyWe managed this unusual problem to the best of our abilityFurthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction projectUnfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us
The customer contacted Revdex.com and confirmed this complaint was resolved directly with the business after the complaint was filed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
In a rather lengthy response, *** *** of Nathan's Roof Repairs decided to outright lie about most of the details as well as about the timeline of eventsRather than correcting each of these items, I will give a few examples(If you would like me to refute each of her statements, please let me know.) *** *** stated that Nathan B*** was on-site each day of the job and was available as needed by the workersHowever, on a job that lasted approximately weeks, *** was onsite for approximately 2-minutes a day, and even that, only on a few days*** never checked in with us when he did stop by the job siteFurthermore, Nathan was unable to speak to his workers at all since Nathan does not speak Spanish and none of the workers onsite could speak English*** B***, as well as other employees, informed of this fact! Nathan had promised us that his English/Spanish speaking Foreman, ***, would be on the job site at all times; however, when *** took personal leave because his wife had a baby, Nathan did not replace himRather, *** cut corners and performed our job without any Foreman onsiteI kept a diary of each day of the job and the daily activities that occurred
As another example of *** ***'s complete misrepresentation, she claimed that the initial leak from my roof was "the size of a half dollar." The large black stain from this leak was so large that it spanned the bathroom ceiling as well as the side wall of the bathroom and required that the entire bathroom ceiling and walls be repaintedDuring the second (massive) leak, the hole in the ceiling spanned half the width of the bathroom! I took pictures
In spite of her severe misrepresentation of the most of the events of the job, *** *** clearly admitted that all of our roofing problems occurred because of the repeated mistakes on the part of her companyAnd, she admitted that my family was inconveniencedYet, she still refused any financial compensation! Instead, she decided that because her company finally fixed the massive roof leaks over a period lasting months, no compensation is due to my family for all of the inconveniences that we had to endureShe stated, "Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family" and "whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction projectUnfortunately, that is part of the process." In another words, Nathan's Roofing feels they can repeatedly cut corners to save themselves money and repeatedly make mistakes on jobs (including my $30K+ job) and then have the homeowners suffer for problems that result because this is just "part of the process." Regards, *** ***
Dear Manager - Thank you for the opportunity to respond to this customer's complaintNathan spoke to Mr*** yesterday and resolved his concernsI am gathering the information to respond to this complaint in writingSincerely, *** ***
The customer contacted Revdex.com and confirmed this complaint was resolved directly with the business after the complaint was filed.
TO: Revdex.com of Central VirginiaFROM: [redacted] at Nathan’s Roof RepairsDATE: 3/24/16Re: Complaint...
#[redacted]Thank you for the opportunity to respond to [redacted] complaint about our company. Following are the details about this complaint from our perspective.On October 1, 2014, Nathan’s Roof Repairs, Inc. completed installing a new roof consisting of [redacted] with a GAF System Plus Registered Warranty for $30,380.00. [redacted], our project manager, was on vacation at the time of the roof replacement, however Nathan B[redacted] the owner, was on site each day to check on the job. One of our most experienced crews installed the roof. [redacted] was available by phone as needed for the workers, [redacted] was available to visit the job site as needed, and [redacted] communicated with the homeowners about all of their concerns on the project each day. Our general manager, Lee B[redacted], did a final walk-through with the customer when the roof was completed, addressed any and all concerns with the customer, and received the final payment for the job. Ten months later on August 17, 2015, [redacted] received a call from the homeowner about a water stain the size of a half dollar on the ceiling in an upstairs bathroom. [redacted] and [redacted] went out to address the problem the next day. [redacted] was unable to find any specific causes as to where the leak was coming in and determined that water may have been coming in through the wall flashing during a wind driven rain. He installed metal flashing around the facial board to help prevent further wind driven rain from entering the home. We thought that the leak was resolved, therefore we sent a sub-contractor over to the house to paint the ceiling. On Saturday, October 3, 2015, [redacted] received a phone call from the homeowner during a severe thunderstorm about a leak in the same bathroom. [redacted] explained to the customer that we could not address the leak until the rain stopped. It is not safe to be on a roof during severe weather. Nathan’s Roof Repairs does not provide 24 hour emergency service and in our 24 years of experience in the roofing business, we have not experienced any significant problems with this policy. The owner expressed concern about the amount of water that was coming into the house. Nathan assured her that Nathan’s Roof Repairs would take care of any and all damages that occurred. On Monday, October 5, 2015, [redacted] and [redacted] found a hole in the valley metal 10 feet above where the water was coming into the house which helped explain the amount of water coming in through the leak. A valley is the connection where two roof lines meet, therefore a lot of water runs down the valleys during rainstorms. We apologized to the customer for this problem and stated that we would accept full responsibility for the damage that this leak caused the homeowner. We repaired the roof leak that day, however there was significant water damage to the home that needed to be repaired. We cleaned up the interior area that was damaged which included sheetrock. [redacted] and the homeowner agreed that the entire area needed to dry out before any repair work began. Several days later [redacted] brought three of our workers out with him to the home to test the roof to verify if we corrected the leak and to see if there were any other areas that needed to be addressed. Two guys got on the roof with a hose and ran water all over the area while [redacted] stood on the bathroom counter with his head up in the attic space to assess whether or not any water was coming in through the roof. No water came through.Our next goal was to get the homeowner’s home back to its original condition and to certify that there would be no mold to create any future problems for the homeowners. [redacted] contacted [redacted], a professional water damage restoration and mold remediation company. [redacted] has 30 years experience as a full service property damage company and is based in the Richmond area. [redacted] first worked with [redacted] during water damage to his own private residence several years ago and was very satisfied with their work. [redacted] is also a Revdex.com member in good standing with an A+ rating. The homeowner never expressed any concerns to any Nathan’s Roof Repairs employees about the workers Nichols, Inc. sent to repair the damage to her home. The repair work for the water damage began on October 22, 2015 and was completed on November 3, 2015, however the homeowner was not satisfied with the work. Nichols, Inc. retouched up the drywall and repainted the area and completed the project to the customer’s satisfaction on November 11, 2015. This remediation project cost Nathan’s Roof Repairs $1,452.77. On December 2, 2015, we reimbursed the homeowner $1,069.00 for miscellaneous personal items including toiletries that the homeowner claimed were damaged during this water leak. Throughout the entire remediation process, the homeowner never expressed any concerns about any financial compensation for the inconvenience that this repair work caused. On January 11, 2016, the homeowner texted Lee B[redacted] and said, “Please let me know when you are available this week to discuss a settlement for our roofing debacles.” [redacted] texted the homeowner and stated, “It’s my understanding that Nathan’s had resolved everything structurally and financially regarding your roofing issue.” The customer continued to push to meet and discuss compensation. Lee encouraged the homeowner to put her concerns in writing and he would share them with [redacted].On February 10, 2016, [redacted] received a long detailed email from the customer that stated, “I am writing to you to request compensation for the latest of a string of debacles with the roof replacement job performed on my house by your company, Nathan’s Roofing.” In this email, the homeowner insulted our company, insulted our workers, and claimed that we “must have struck a low-cost deal with Mr. [redacted] because he sent questionable workers to our home.” The homeowner discussed details about the inconveniences that this repair work caused her family and closed by saying,"I believe that once made aware, a good company generally tries to do the right thing. I feel my family was not at fault in any way for the repeated debacles that we have been forced to endure due to the mistakes and cost saving choices made by Nathan’s Roofing. At a minimum, I believe that Nathan’s Roofing owes us an apology and an extremely reasonable compensation of $5,000 for the duress and inconveniences that my family was forced to endure from August 2015 – December 2015. I hope that Nathan’s Roofing will now do the right thing.”The leak was repaired, the home was brought back to its original condition, and the roof is still covered under the GAF System Plus Warranty. As of December 2nd, we understood that the customer was satisfied with how we had handled this problem. Nathan reviewed the customer’s request to be compensated for “duress and inconveniences” and decided that our company had honored all of our responsibilities related to this job and that further compensation was not warranted especially since the customer contacted us for additional financial compensation 3 months after the interior water damaged area was repaired and completed. If the customer was so dissatisfied with everything that we did to correct her problem, those concerns should have been addressed during the process and when we were settling up the final reimbursement for the personal items on December 2nd.Since the customer was dissatisfied with our decision to not give her any more financial compensation, she filed a complaint with the Revdex.com.Yes, our company made a mistake and we apologize for any inconvenience that this leak caused the homeowner and her family, however we never intentionally created a problem for this customer’s family. We managed this unusual problem to the best of our ability. Furthermore, whenever there is construction on a home to repair or improve a home, there will be inconveniences to anyone living in and around a construction project. Unfortunately, that is part of the process.If you need further information concerning this customer’s complaint, please contact us.