Work completion update:
James and Alan just finished my roofing repair. They first stopped by yesterday to to more closely inspect the roof to determine the leak origins. They continuously provided updates on their arrival times. Today, they replaced all the pipe collars and repaired the leaks. One leak was minor, but the other involved replacing the rotted decking.
Both James and Allan were professional and knowledgeable. I told them that they were my roof doctors. They operated safely and cl... Read more
Lorra-Lee, we sincerely apologize for the confusion and frustration you experienced. We’ve been trying to call and text you directly several times just a few minutes after we got off the phone with you to explain what happened and apologize, but we also wanted to leave a response here to clear things up. There was a mix-up on our part, and we take full responsibility for that. We have another customer who lives near you with almost the exact same situation, same city, same type of project, and very similar notes in our system. When our estimator was looking at the schedule, he thought he was calling you to confirm switching the appointment from Friday to yesterday. Unfortunately, he was actually speaking with the other customer, and thought the confirmation was from you. It was an honest mistake, but we completely understand how frustrating that must’ve been for you. This isn’t how we normally operate, and we really do strive for clear, reliable communication, just like we promote on our website. We should’ve caught the mix-up sooner, and we are sorry we didn’t. We’ve been trying to get in touch because we want to make it right and explain everything clearly. If you’re open to giving us another shot, we’d truly appreciate the chance to earn back your trust. We were able to pull measurements with our satellite imaging tool, which we pay to pull data, and were able to send you your gutter proposal, if you’d like to still give us the opportunity, Mike has texted you some information, so all you would need to do is give him a call/text directly. Our goal is always to provide a smooth, respectful, and professional experience from start to finish. We hope we get the chance to show you the level of service we’re really known for.
