Woodford Bros, Inc.

In response to Complaint No. [redacted]:  The customer contacted us initially concerned about the roof over the garage coming away from the house and collapsing.  He then requested that we stabilize it for the winter (please see attached pictures).   After our salesman, along with our foreman , found the true reason for the roof coming away from the house was the posts supporting the garage, the salesman  suggested replacing them with two post extensions in order to resolve the issue in its entirety.  Our salesman  wrote a proposal giving the price and the scope for the work.  While the work was being completed, at the customer’s request, the estimator returned to the job site and negotiated a reduced price.   The work was completed.  Instead of putting “a band-aid” on the problem, our salesman   investigated and found the true reason for the failing structure.  We  jacked and lifted the building, replaced the posts with treated materials and leveled the garage, which fixed the issue of the roof coming away from the building.  The customer called back after the job completion and requested another discount.  The salesman called  the customer  to resolve the customer’s issue with the price to discuss a reasonable credit to be given to him. The customer returned the call weeks later, and  the salesman tried to contact him again but to no avail.  Our salesman has  sent a letter to the customer requesting that he contact him to remedy this situation.  We have  reached out in good faith;  and if the customer chooses not to contact us, we have done all we can to address the customer’s concern and complaint.Thank you and kind regards,  Tom [redacted], Jr.        Mike [redacted]

Please see attached e-mails. The customers complaint was resolved to both parties satisfaction via discussion and a partial refund. Despite the fact that our company had contractually fulfilled our obligations we agreed that the circumstance did not allow the desired result, therefore we agreed to...

refund a part of the cost of the project out of a sense of fairness and to mitigate the customers concerns.