Initial Business Response /* (1000, 5, 2015/02/18) */
Center City Roofing Ltd.
[redacted]'s, [redacted]
February 17, 2015
Revdex.com
Re: Case # [redacted]
Dear Ms. [redacted]
I am writing in response to the complaint filed by Mr. [redacted]. I have...
been in contact with the [redacted] and assured them that I will address their concerns. As stated in Mr. [redacted]'s letter we have made numerous attempts to resolve the issues with his home. We have extended our efforts past that which would normally be covered under warranty because I care about my customers and the quality of our work. I have absorbed considerable expenses and share the homeowner's frustration with this problem. I am hopeful that we can resolve the situation to the [redacted]'s satisfaction.
We did attempt to repair the leak last year and believed that it was successful. When we were contacted this year we went back and repaired the dormer again. At that time we had Mr. [redacted] look at the dormer while it was apart. While we are hopeful that this has resolved the problem, my foreman is of the opinion that the window itself is rotted and needs to be replaced, not repaired. I can assure Mr. [redacted] that there was no disrespect intended when he was told that it was not "the roofers' problem." Center City Roofing (formerly Center City Contracting) has been restructured and we now focus on roofs. I do have one carpenter with thirty years of experience who is available to install a window or section of siding when necessary to complete a roofing job.
I acknowledge that I should have clarified my position before invoicing Mr. [redacted]. I am willing to write off the invoice in question. I am attaching a copy of a more detailed invoice for the purpose of clarity. I will await a response and see if we can find a solution that is reasonable for both the [redacted]'s and Center City Roofing. I am sending a copy of the invoice and this letter to Mr. [redacted].
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not find this response satisfactory for the following reasons;
No acknowledgement was made of our additional expenses over the years following their inability to find and repair two leaks in different parts of our roof.
There is continued concentration on a supposed leak from one dormer window adjacent to the major leak which had continued as noted above.
There is no firm evidence that the dormer window in question is the cause of this leak.
When the adjacent roofing was opened I saw no evidence of wet structures. I did see old dry water stains; but as previously noted in my complaint the siding there had blown off several times due to the carpenter's inadequate replacement of both siding and tyvec, thus exposing the whole area of insulation to the weather for prolonged periods until finally repaired at my expense.
I have had two separate opinions from qualified installers that replacing the dormer window may not correct the leak and thus may be a waste of time and money because the window may not be the problem.
One of the installers advised me that if I insisted on replacing the window he would not give me a guarantee against leaks for this reason.
Another issue noted by another window installer was the question raised by Center City previously of ice damming being the leak cause. He pointed out that if this was so, why had it not happened to the other three windows?
No insulation was removed from the window area that day because the foreman told me that that would require removal of the window which as of that very morning they had been informed by Ms [redacted] to advise customers they no longer did window work.
However, earlier that morning when I was considering window replacement the workers, including the carpenter of 30 years experience told
me they did indeed install windows and doors.
The carpenter even gave me an estimate.
So I am left in a dilemma. Do I replace this window or not?
As of the date of this reply I have not replaced
my window and Center City's current roof repair remains leakfree.
Final Business Response /* (4000, 9, 2015/03/02) */
Center City Roofing Ltd.
[redacted]'s, [redacted]
March 2, 2015
Revdex.com
Re: Case # [redacted]
Dear Ms. [redacted]
In response to Mr. [redacted]'s letter of Feb. 19:
I do realize that Mr. [redacted] has spent considerable money to do repairs on his home over the last number of years. We also had spent a significant amount of money on warranty work on this residence. I also acknowledge his frustration. I do understand that this is his home and that it is, for him and Mrs. [redacted], very personal.
I also want to clarify my position on the installation of doors and windows: While we have scaled back our services we still do have one carpenter available to install a door or window if necessary.
Moving forward towards a resolution:
1) Center City Roofing Limited has no contractual obligation to Mr. [redacted]
2) I believe I have an ethical obligation to try to resolve the problem
3) I am happy to hear that there has been no further leak as of Feb. 19. While they were there in January my foreman used a lot of caulking to seal the window frame. He is certain that the leak will return when the caulking wears off
4) I have made a considerable offer towards a solution by writing off the invoice in question. In addition to the loss of this revenue I have to pay for the materials and my employees, as well, my employees were unavailable to work at another location while they were busy at the [redacted] home.
5) As a gesture of goodwill and respect I am prepared to install a window (purchased by the homeowner) at no charge.
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/18) */
Center City Roofing Ltd.
[redacted]'s, [redacted]
February 17, 2015
Revdex.com
Re: Case # [redacted]
Dear Ms. [redacted]
I am writing in response to the complaint filed by Mr. [redacted]. I have...
been in contact with the [redacted] and assured them that I will address their concerns. As stated in Mr. [redacted]'s letter we have made numerous attempts to resolve the issues with his home. We have extended our efforts past that which would normally be covered under warranty because I care about my customers and the quality of our work. I have absorbed considerable expenses and share the homeowner's frustration with this problem. I am hopeful that we can resolve the situation to the [redacted]'s satisfaction.
We did attempt to repair the leak last year and believed that it was successful. When we were contacted this year we went back and repaired the dormer again. At that time we had Mr. [redacted] look at the dormer while it was apart. While we are hopeful that this has resolved the problem, my foreman is of the opinion that the window itself is rotted and needs to be replaced, not repaired. I can assure Mr. [redacted] that there was no disrespect intended when he was told that it was not "the roofers' problem." Center City Roofing (formerly Center City Contracting) has been restructured and we now focus on roofs. I do have one carpenter with thirty years of experience who is available to install a window or section of siding when necessary to complete a roofing job.
I acknowledge that I should have clarified my position before invoicing Mr. [redacted]. I am willing to write off the invoice in question. I am attaching a copy of a more detailed invoice for the purpose of clarity. I will await a response and see if we can find a solution that is reasonable for both the [redacted]'s and Center City Roofing. I am sending a copy of the invoice and this letter to Mr. [redacted].
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not find this response satisfactory for the following reasons;
No acknowledgement was made of our additional expenses over the years following their inability to find and repair two leaks in different parts of our roof.
There is continued concentration on a supposed leak from one dormer window adjacent to the major leak which had continued as noted above.
There is no firm evidence that the dormer window in question is the cause of this leak.
When the adjacent roofing was opened I saw no evidence of wet structures. I did see old dry water stains; but as previously noted in my complaint the siding there had blown off several times due to the carpenter's inadequate replacement of both siding and tyvec, thus exposing the whole area of insulation to the weather for prolonged periods until finally repaired at my expense.
I have had two separate opinions from qualified installers that replacing the dormer window may not correct the leak and thus may be a waste of time and money because the window may not be the problem.
One of the installers advised me that if I insisted on replacing the window he would not give me a guarantee against leaks for this reason.
Another issue noted by another window installer was the question raised by Center City previously of ice damming being the leak cause. He pointed out that if this was so, why had it not happened to the other three windows?
No insulation was removed from the window area that day because the foreman told me that that would require removal of the window which as of that very morning they had been informed by Ms [redacted] to advise customers they no longer did window work.
However, earlier that morning when I was considering window replacement the workers, including the carpenter of 30 years experience told
me they did indeed install windows and doors.
The carpenter even gave me an estimate.
So I am left in a dilemma. Do I replace this window or not?
As of the date of this reply I have not replaced
my window and Center City's current roof repair remains leakfree.
Final Business Response /* (4000, 9, 2015/03/02) */
Center City Roofing Ltd.
[redacted]'s, [redacted]
March 2, 2015
Revdex.com
Re: Case # [redacted]
Dear Ms. [redacted]
In response to Mr. [redacted]'s letter of Feb. 19:
I do realize that Mr. [redacted] has spent considerable money to do repairs on his home over the last number of years. We also had spent a significant amount of money on warranty work on this residence. I also acknowledge his frustration. I do understand that this is his home and that it is, for him and Mrs. [redacted], very personal.
I also want to clarify my position on the installation of doors and windows: While we have scaled back our services we still do have one carpenter available to install a door or window if necessary.
Moving forward towards a resolution:
1) Center City Roofing Limited has no contractual obligation to Mr. [redacted]
2) I believe I have an ethical obligation to try to resolve the problem
3) I am happy to hear that there has been no further leak as of Feb. 19. While they were there in January my foreman used a lot of caulking to seal the window frame. He is certain that the leak will return when the caulking wears off
4) I have made a considerable offer towards a solution by writing off the invoice in question. In addition to the loss of this revenue I have to pay for the materials and my employees, as well, my employees were unavailable to work at another location while they were busy at the [redacted] home.
5) As a gesture of goodwill and respect I am prepared to install a window (purchased by the homeowner) at no charge.
Regards,
[redacted]