J & Z Roofing Remodeling Construction

Service Provider Response

We depend on our reputation for providing excellent customer service and superior quality. Because this is our mission, we welcome feedback letting us know when we have exceeded expectations as well as comments that help us become better experts in our profession. This review is disappointing as it is misleading and unfair based on the facts of our interactions. The complaints regarding the construction crew were not brought to our attention until months later during a conversation regarding the non-payment of your balance. By this time, the job had been completed for 3 months and it was impossible to assess the allegations or take action to correct any of these issues. Because we remained committed to your satisfaction, we offered to replace all the flowers in your flower bed, whether damaged by the roof installation or not. Additionally, we made several other good-faith offers that were refused. You stated that the only acceptable recompense was a discount on your final invoice, or you would leave a negative review (which you did within minutes of receiving a FINAL request for payment). This is not a reasonable solution since we performed everything agreed upon in the contract. If there were issues during the installation of your new roof, we were not granted the courtesy to address and correct them at the appropriate time. Since our initial conversation with you, the construction manager met with you in-person and you admitted that you were satisfied with the quality of the installation. We sincerely regret that we were unable to come to an agreeable resolution. Our customers and future customers can be assured of our continued commitment to providing a first-rate experience.

Service Provider Response

Mr. [Member Name Removed]: We appreciate your taking the time to provide feedback since we strive to maintain our reputation for providing excellent customer service. Upon further review of your account, it appears that any questions you have regarding your repair could have been addressed in a simple telephone conversation had we been given the opportunity. Our records show that your initial request for an estimate was received on February 24, 2018. The inspection was performed and an estimate was sent on February 26. 2018. After several brief conversations regarding the scope of the repair, the work was scheduled to be completed on March 12, 2018. When Jose had an opening in the schedule the previous Friday, he made the arrangement with you to complete the repair early. The repair was done on March 9th. Our accounting system shows confirmation that the invoice was sent to your email address you used for earlier correspondence on March 14th at 3:55 pm. This timeline shows that from initial contact through the completion and invoicing of your project was a total of 16 days. When we were made aware of your comments via Angie's List review on May 5th, 2018, Jose made contact with you by telephone and scheduled a visit at your home between noon and 1:00pm that day. Nobody was at your home when he arrived at the appointment. During your telephone conversation with Jose, you stated that you have not had any leaking since the repair was completed. Further, you stated that your concern was with the price of the approved estimate and you felt that the rate should be renegotiated and reduced, even though we completed the scope of the repairs as you approved. We estimate projects by material and labor. We may send one but normally send two of our employees when they are trying to complete several repairs in one day, in order to complete each project in a more timely manor. This is what was done and again, your repair was completed per the estimate you approved. I feel like we have done everything that we said we were going to do and that your leak issue was resolved. I am sorry you assumed that we did not do the work but it was, in fact, completed and I would hope that you would not see evidence of any workmen because they should have cleaned up and not left anything behind. I am sending Angie's List a photo of the completed work and a copy of our billing invoice with the time stamp on it to show we did the work and you were invoiced. With all of these facts, I do not understand the purpose for this negative review. We are anxious to resolve any further issues you have regarding this matter and welcome your return call. In the meantime, we will send a copy of the invoice dated March 14th to your email as well as via USPS mail. Please do not hesitate to contact our office should you have any questions or require additional assistance. Sincerely, Scott Wallace Vice President