Willow Creek Cleaners

The response from Muth contained a lie about when the initial damage they caused to my roof occurred and why the repair took so longI've attached my all of my email correspondance with Muth, which shows that the damage was caused on the visit on August 1, during their visits for a free roof inspectionI ended up going with another contractor to do the repair, because other contractors claimed that I did not need a new roof at that time, but Muth would only do a complete roof replacement.I called for an emergency inspection on December 29, to deal with a missing shingle from a stormThis inspection was refused and then I "threw a fit" reminding them that they never dealt with the initial damage they caused to my roofThey said they would send someone out to inspect the damage they caused, but I would call that being responsible and not "caving".? During this visit they verified the shoe footprint damage was still present on my roof and also that I was missing a shingle from the stormI was told in a later voicemail that it was too cold to safetly work on the roof at the time, but that they would come out in the Spring to repair the damageI was never given a qoute for replacing the shingle, but I figured that would come later.I then heard nothing from Muth until I contacted them via email on July 23, to remind them of their promise to repair my roof in the Spring, which is contained in the attached fileThey responded and said they would have someone come out and inspect the roof againAfter their inspection they called and scheduled a time to do the repair work and at this time I still did not receive a qoute about the missing shingle repairI figured they were being generous and were going to do it for free since they were already going to be on the roof fixing damage they caused.Close to the repair date I was still worried that the shingle wasn't going to actually be replaced, so I called the field tech to verifyI told him the location and he said that his crew could repair it when they were on the roofThe repair did not require me to be at home, but when I got home that night I checked on roof and the shingle was still missing.I feel owed the shingle replacement because it was verified missing by Muth during Winter, then later I was verbally told it would be replaced why they were on the roofInstead, it wasn't fixed and instead they said they could come out for an emergency repair or re-inspection the next week, but for the costs.Claiming that the reason for the delayed repair was due to making the "paying customers priority", is and also concerningThe reason for the delayed repair was because it was repeatedly forgotten by Muth and it is worrisome as a consumer that Muth openly cares more about money than fixing damages they caused Regards, [redacted]

Upon reviewing our files, we installed this roof from 4/29/to 5/4/I know that we had more rainthan usual all summer and he didn't begin to have trouble with his gutters until he called our office on9/8/15, when we installed the roof we did not do anything with the gutters except to clean themWedid send a couple different guys out to check them and adjust themThe last time we were outadjusting the gutters for free on 10/7/I don't know when he filed his original complaint but we havetaken steps to correct this issue.We hope that the adjustments made on 10/7/correct his overflow problemI am unsure where wego from here as I believe the matter has been rectifiedOur paperwork from 9/10/states that theissues he is having should not be a service but should have been billable workIn order to make thecustomer happy we did realign the gutters for free.He states that his resolution is for the gutters to be in workable order, I do hope he understands thatwith the torrential rains this year many people had overflow issues with their gutters, it does not meanwe did anything wrong while installing his roof.Sincerely,Gina Muth [redacted]

I am rejecting this response because: portion is corrected, the other is not, the straps on the gutters were removed in order to install the new roof? Why would I have to pay (again) to have them put back up correctly??They over-flowed with not a lot of rain and the water just sat in the gutters after it rained, because the pitch was not correct--it's still not.Clearly, whomever wrote the response has no idea what they are talking about and just making excuses Regards, [redacted] ***

As we stated in our last response, we fixed what we damaged and we are not willing to do any additional work for this consumerWe didn't charge him, we didn't collect any funds, we did take too long to fix the issues but they were correctedWe do not feel we should have to fix something we didn't cause especially for freeHe should call the other company that he went with for the repairs.We have hundreds of satisfied customers every year, sometimes things go awry and there is no coming back and correcting the matterAnytime there were fees for services, such as the re-inspect Mr [redacted] refused to pay, yet went with another company to have work completedThere are numerous decent roofing companies out there, Mr [redacted] needs to find a different company to do his free work for him.Sincerely,Gina M***

I am rejecting this response because: portion is corrected, the other is not, the straps on the gutters were removed in order to install the new roof Why would I have to pay (again) to have them put back up correctly??They over-flowed with not a lot of rain and the water just sat in the gutters after it rained, because the pitch was not correct--it's still not.Clearly, whomever wrote the response has no idea what they are talking about and just making excuses Regards, [redacted] ***

We began working with Ms*** *** on 10/28/16, she signed her contract on 11/9/butrequested we hold her check until 11/23/to deposit; due to Thanksgiving break we did not deposituntil 11/29/16, she called to complain that we didn't schedule her until we depositedThis standardpractice,
we do not schedule until we have received paymentShe called 12/6/at 4:57pm demandedto speak to Owner onlyWe attempted to begin her roof 12/or 12/but due to weather delays wehad roof materials delivered and began work on 12/12/She again complained on 12/15/about adumpster being in the way, we paid extra to have it movedDue to weather, the roof was notcompleted until 12/21/16, we then received snow and the cleanup was not to our standards but as soonas the snow cleared we returned and cleaned up, she turned us away several times due to the dog andthe ground being wetShe also complained about her dry-rotted already torn screensWe did rescreenof themShe still wasn't happy with the job we did so we took them to *** Hardware and paidto have them done, including a door at our costWe also gave her a credit of $to paint.We scheduled her to collect on 02/02/17, she complained about delays and we reminded her she had ushold the check going into winterShe had stated she would not make payment in full until she wascompletely satisfied with all work and repairsShe paid in full $on 2/3/We deposited thecheck 2/6/and it was returned for non-sufficient funds on 2/13/We had the sales managercontact her for immediate payment and the $fee as stated in the contract she signedShe refusedand didn't call us backWe then received a check from her for $on 2/16/17, she did not pay the$returned check fee and deducted the $wood that was installed in her home.We have a signed contract that states she is liable for the wood and for returned checksI did file a lienon her property and until she pays us the balance in full of $250.00, we will keep the lien and we will notbe reinstating her warranty until her debt is paid in full as contracted.I am enclosing copies of her contract, her bounced check and our contacts with this customer.Our resolution is pay your balance and we will release the lien and reinstate the warranty.Sincerely,Gina Muth, VP of Administration

As we stated in our last response, we fixed what we damaged and we are not willing to do any additional work for this consumerWe didn't charge him, we didn't collect any funds, we did take too long to fix the issues but they were correctedWe do not feel we should have to fix something we didn't cause especially for freeHe should call the other company that he went with for the repairs.We have hundreds of satisfied customers every year, sometimes things go awry and there is no coming back and correcting the matterAnytime there were fees for services, such as the re-inspect Mr. *** refused to pay, yet went with another company to have work completedThere are numerous decent roofing companies out there, Mr*** needs to find a different company to do his free work for him.Sincerely,Gina M***

We did believe this matter had been taken care of, we will be contacting Mr*** and sending someone out to correct his issues.Gina Muth

The response from Muth contained a lie about when the initial damage they caused to my roof occurred and why the repair took so longI've attached my all of my email correspondance with Muth, which shows that the damage was caused on the visit on August 1, during their visits for a free roof inspectionI ended up going with another contractor to do the repair, because other contractors claimed that I did not need a new roof at that time, but Muth would only do a complete roof replacement.I called for an emergency inspection on December 29, to deal with a missing shingle from a stormThis inspection was refused and then I "threw a fit" reminding them that they never dealt with the initial damage they caused to my roofThey said they would send someone out to inspect the damage they caused, but I would call that being responsible and not "caving". During this visit they verified the shoe footprint damage was still present on my roof and also that I was missing a shingle from the stormI was told in a later voicemail that it was too cold to safetly work on the roof at the time, but that they would come out in the Spring to repair the damageI was never given a qoute for replacing the shingle, but I figured that would come later.I then heard nothing from Muth until I contacted them via email on July 23, to remind them of their promise to repair my roof in the Spring, which is contained in the attached fileThey responded and said they would have someone come out and inspect the roof againAfter their inspection they called and scheduled a time to do the repair work and at this time I still did not receive a qoute about the missing shingle repairI figured they were being generous and were going to do it for free since they were already going to be on the roof fixing damage they caused.Close to the repair date I was still worried that the shingle wasn't going to actually be replaced, so I called the field tech to verifyI told him the location and he said that his crew could repair it when they were on the roofThe repair did not require me to be at home, but when I got home that night I checked on roof and the shingle was still missing.I feel owed the shingle replacement because it was verified missing by Muth during Winter, then later I was verbally told it would be replaced why they were on the roofInstead, it wasn't fixed and instead they said they could come out for an emergency repair or re-inspection the next week, but for the costs.Claiming that the reason for the delayed repair was due to making the "paying customers priority", is and also concerningThe reason for the delayed repair was because it was repeatedly forgotten by Muth and it is worrisome as a consumer that Muth openly cares more about money than fixing damages they caused
Regards,
*** ***

I am rejecting this response because: portion is corrected, the other is not, the straps on the gutters were removed in order to install the new roof? Why would I have to pay (again) to have them put back up correctly??They over-flowed with not a lot of rain and the water just sat in the gutters after it rained, because the pitch was not correct--it's still not.Clearly, whomever wrote the response has no idea what they are talking about and just making excuses
Regards,
*** ***

Upon reviewing our files, we installed this roof from 4/29/to 5/4/I know that we had more rainthan usual all summer and he didn't begin to have trouble with his gutters until he called our office on9/8/15, when we installed the roof we did not do anything with the gutters except to clean
themWedid send a couple different guys out to check them and adjust themThe last time we were outadjusting the gutters for free on 10/7/I don't know when he filed his original complaint but we havetaken steps to correct this issue.We hope that the adjustments made on 10/7/correct his overflow problemI am unsure where wego from here as I believe the matter has been rectifiedOur paperwork from 9/10/states that theissues he is having should not be a service but should have been billable workIn order to make thecustomer happy we did realign the gutters for free.He states that his resolution is for the gutters to be in workable order, I do hope he understands thatwith the torrential rains this year many people had overflow issues with their gutters, it does not meanwe did anything wrong while installing his roof.Sincerely,Gina Muth** ** ***

We received a complaint regarding *** *** roof and we have reviewed our file and found? that we may have damaged his roof but did make the necessary corrections by removing the shingles we? damaged and replaced them.? We have gone out of our way numerous times to help Mr***
get insurance coverage for? the damaged areas on his roof, our first visit was July 2013, we did get him partial insurance coverage on? August 1, 2013, he in turn returned none of our calls so we filed it inactive October and thendiscovered he chose to use a different company.He called back for a re-inspect and we told him since we already determined he needed a new? roof there would be a $re-inspect fee, he threw a fit and we caved and went back out to look at? his roof again for no chargeThis is when the roof was damagedWe have yet to collect any monies? regarding our work and corrected the problems we caused on his roof free of charge.He claims to have missing shingles but that would not be caused by anything we did on his roof.? We are unwilling to do any further free work for this homeownerWe are not sure why he feels that? owe him, we should have replaced the missing shingles sooner but with the long winter coming straight? into months of rain, we got behind with all of our customers, we did make the paying customers priority.? The damage we caused has been corrected and we are not willing to complete anymore free work for? Mr***.I have enclosed the before and after pictures, where you can clearly see that we did replace the? damaged shinglesWe are not interested in doing any repair work for this homeowner.Sincerely,Gina M***

We received a complaint regarding [redacted] roof and we have reviewed our file and found that we may have damaged his roof but did make the necessary corrections by removing the shingles we damaged and replaced them. We have gone out of our way numerous times to help Mr. [redacted]...

get insurance coverage for the damaged areas on his roof, our first visit was July 2013, we did get him partial insurance coverage on August 1, 2013, he in turn returned none of our calls so we filed it inactive October 2013 and thendiscovered he chose to use a different company.He called back for a re-inspect and we told him since we already determined he needed a new roof there would be a $75.00 re-inspect fee, he threw a fit and we caved and went back out to look at his roof again for no charge. This is when the roof was damaged. We have yet to collect any monies regarding our work and corrected the problems we caused on his roof free of charge.He claims to have missing shingles but that would not be caused by anything we did on his roof. We are unwilling to do any further free work for this homeowner. We are not sure why he feels that owe him, we should have replaced the missing shingles sooner but with the long winter coming straight into months of rain, we got behind with all of our customers, we did make the paying customers priority. The damage we caused has been corrected and we are not willing to complete anymore free work for Mr. [redacted].I have enclosed the before and after pictures, where you can clearly see that we did replace the damaged shingles. We are not interested in doing any repair work for this homeowner.Sincerely,Gina M[redacted]

Upon reviewing our files, we installed this roof from 4/29/15 to 5/4/15. I know that we had more rainthan usual all summer and he didn't begin to have trouble with his gutters until he called our office on9/8/15, when we installed the roof we did not do anything with the gutters except to clean...

them. Wedid send a couple different guys out to check them and adjust them. The last time we were outadjusting the gutters for free on 10/7/15. I don't know when he filed his original complaint but we havetaken steps to correct this issue.We hope that the adjustments made on 10/7/15 correct his overflow problem. I am unsure where wego from here as I believe the matter has been rectified. Our paperwork from 9/10/15 states that theissues he is having should not be a service but should have been billable work. In order to make thecustomer happy we did realign the gutters for free.He states that his resolution is for the gutters to be in workable order, I do hope he understands thatwith the torrential rains this year many people had overflow issues with their gutters, it does not meanwe did anything wrong while installing his roof.Sincerely,Gina Muth[redacted]

The response from Muth contained a lie about when the initial damage they caused to my roof occurred and why the repair took so long. I've attached my all of my email correspondance with Muth, which shows that the damage was caused on the visit on August 1, 2013 during their visits for a free roof inspection. I ended up going with another contractor to do the repair, because other contractors claimed that I did not need a new roof at that time, but Muth would only do a complete roof replacement.I called for an emergency inspection on December 29, 2014 to deal with a missing shingle from a storm. This inspection was refused and then I "threw a fit" reminding them that they never dealt with the initial damage they caused to my roof. They said they would send someone out to inspect the damage they caused, but I would call that being responsible and not "caving". During this visit they verified the shoe footprint damage was still present on my roof and also that I was missing a shingle from the storm. I was told in a later voicemail that it was too cold to safetly work on the roof at the time, but that they would come out in the Spring to repair the damage. I was never given a qoute for replacing the shingle, but I figured that would come later.I then heard nothing from Muth until I contacted them via email on July 23, 2015 to remind them of their promise to repair my roof in the Spring, which is contained in the attached file. They responded and said they would have someone come out and inspect the roof again. After their inspection they called and scheduled a time to do the repair work and at this time I still did not receive a qoute about the missing shingle repair. I figured they were being generous and were going to do it for free since they were already going to be on the roof fixing damage they caused.Close to the repair date I was still worried that the shingle wasn't going to actually be replaced, so I called the field tech to verify. I told him the location and he said that his crew could repair it when they were on the roof. The repair did not require me to be at home, but when I got home that night I checked on roof and the shingle was still missing.I feel owed the shingle replacement because it was verified missing by Muth during Winter, then later I was verbally told it would be replaced why they were on the roof. Instead, it wasn't fixed and instead they said they could come out for an emergency repair or re-inspection the next week, but for the normal costs.Claiming that the reason for the delayed repair was due to making the "paying customers priority", is false and also concerning. The reason for the delayed repair was because it was repeatedly forgotten by Muth and it is worrisome as a consumer that Muth openly cares more about money than fixing damages they caused.
Regards,
[redacted]

I am rejecting this response because: 1 portion is corrected, the other is not, the straps on the gutters were removed in order to install the new roof.  Why would I have to pay (again) to have them put back up correctly??They over-flowed with not a lot of rain and the water just sat in the gutters after it rained, because the pitch was not correct--it's still not.Clearly, whomever wrote the response has no idea what they are talking about and just making excuses.
Regards,
[redacted]

As we stated in our last response, we fixed what we damaged and we are not willing to do any additional work for this consumer. We didn't charge him, we didn't collect any funds, we did take too long to fix the issues but they were corrected. We do not feel we should have to fix something we didn't cause especially for free. He should call the other company that he went with for the repairs.We have hundreds of satisfied customers every year, sometimes things go awry and there is no coming back and correcting the matter. Anytime there were fees for services, such as the re-inspect Mr. [redacted] refused to pay, yet went with another company to have work completed. There are numerous decent roofing companies out there, Mr. [redacted] needs to find a different company to do his free work for him.Sincerely,Gina M[redacted]

Review: On October 13, 2015 I went to Willow Creek Cleaners in Folsom and dropped off several shirts to be laundered and pressed and three pairs of pants for dry-cleaning; one pair was a new but inexpensive dress slack and the other two were suit pants that I'd had for about three years. I picked up all of my items a few days later while I was on my way to an interview. I planned to change into my suit immediately before the interview. As I was changing I noticed a quarter-sized hole in the middle of my thigh. I had no time to get another suit and had to attend the interview with the visible hole in my pants;the white lining on the inside made it obvious. The following day I went back to Willow Creek Cleaners and told the owner about the hole in my pants, which appeared to be a burn hole as there was no fraying around the edges. The owner apologized and agreed to repair the pants. I was satisfied with his offer to repair as I didn't expect to get a whole new suit which would have been the only other option. Later that day I pulled the other two pairs of pants out of the plastic wrapping and discovered that both pants have many similar, but smaller holes all over them. By this time the cleaners were closed so I had to wait to take them back too. Two days later I took the other two pairs of pants back to Willow Creek Cleaners and showed them to the owner. This time his attitude was completely different. He said "you must have moths". I explained that I've lived in my house for 12 years and none of the clothing in my closet has ever been damaged by moths; moreover, the damages were apparent from the moment I removed the pants from the plastic cover, which was within a few hours of reaching my closet. He said that it was impossible for his equipment to cause the holes and this was not "my problem". He was rude and brushed me aside when another customer came in the store. I had to remind him that he had my other pants, which he then gave to me with a patch over the hole that looks terrible.Desired Settlement: Three pairs of pants should be replaced. One cost $29.98 at Costco. The other two are suit bottoms which cannot be purchased separately. The suits were purchased from the Men's Warehouse approximately three years ago for $280 each. The jackets and pants are in perfect condition except for the damage done by Willow Creek Cleaners. Thus my damages come to $589.98, however I'd accept $250.00 in compromise.