Hello Jay… This is most certainly an unfortunate situation. However, your account of what has transpired is missing elements that draw a more complete picture. One, which we believe will show both sides of our relationship and a more accurate view. Also, there are elements of your commentary that are just not true.
Having said that, we appreciate your mentioning our commitment to our responsibilities, that we maintained constant and amiable contact and attention to your property during our relationship. However, we would like to express our disappointment in this situation as a whole as our aspirations are to maintain the highest levels of service in all circumstances. Unfortunately, we believe that this particular situation could not have been avoided given your desire to save money, our aim to accommodate that request and the state of disrepair your roof was in.
You had approached us on the basis of attempting to avoid a large, expensive repair, having provided us with a quote from another company. Desiring a smaller repair if possible and for us to provide more cost-effective options if a larger repair was indeed necessary.
Upon attending your property, it was communicated to you that a larger repair was indeed necessary. We spoke about alternatives to the quote you had shown us from the other company and we explained that only a temporary solution MAY be possible on-site to abate the leak until a more permanent solution could be provided. You were well aware that there is no guarantee that a temporary repair will be effective as per the disrepair of your roof. Otherwise, it would be a permanent repair and no further work would be necessary.
You maintained your desire for us to attempt a temporary repair, of course, based on our suggestion and explanation of its possible effectiveness. Obviously, our intention was to quell the leak in lieu of the approaching weather and permanent repair as has been with the thousands of successful temporary and subsequent permanent repairs implemented for our clients over the years.
The first attempt being unsuccessful, we again attended your property to attempt a secondary, more in-depth temporary repair in lieu of the rain that was supposed to approach the next day. Unfortunately, it came earlier and rained overnight. In our attempt to effect a more plausible temporary repair, the product needed time to set and the rain thwarted our efforts. This was also the cause of the product running through your eavestrough system.
We then returned your property to replace the downspout as promised, which had been affected by the repair product. However, our replacement of the downspout was indeed the correct way to install a downspout whereas the downspout that was existing, was installed incorrectly with no outlet and engineered with many turns causing improper flow. Our installation of your downspout was indeed correct and optimized for your eavestrough system.
To say that we were not honest with you about the possibility of an ineffective temporary repair is just not true. This was communicated to you on the phone when we first spoke, in writing in your service agreement and on-site, when both attempts were made. We understand that you are frustrated by this experience, but to say we were untruthful or not forthright is just untrue. We are transparent with all of our clients. We have serviced thousands of clients in the same manner. If we routinely acted in the manner in which you are accusing us, we would not be regarded the way we are. Simply not true.
Also, we do NOT charge for estimates. Our quotations are most certainly free. However, we base on our quotations on in-depth roofing system assessments. Assessments are accompanied by a 13 to 15 page report, documented by pictures, which are rooted in our multiple, industry leading accreditations. Assessments are provided for free with a repair or can be contracted for separately. We do NOT charge for estimates.
This is truly an unfortunate situation that we believe could not be avoided. We attempted to help you when asked and were then vigilant in attempting to service you further when you were not satisfied. Throughout this process, we have been ever present and more than willing to try and rectify the situation even when you were not eager to reply positively to those attempts. Again, to say that there was anything untoward on our part is simply untrue. No contractor is unblemished. However, based on our long and successful track record, this is an anomaly, and certainly not the norm as our clients have and will continue to attest to.
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