"We deeply regret that we did not meet [removed member name] expectations of service. However, I would like to expand on her statement. I met with [removed member name] for the first and only time to discuss several items she wanted repaired as part of her re-roof. I then gave her a verbal estimate immediately. When I later reached the office within 4 hours of the verbal estimate, I realized that I had omitted some items from the verbal estimate. I made those changes and transmitted her the only written proposal that she received from our company. This proposal was transmitted to her within hours of our initial meeting. We are very sorry we could not honor the earlier verbal estimate but that estimate was incomplete and did not accurately reflect the work to be done."

"It is very disappointing to receive a review like this, we always strive for the satisfaction of our customers and in this instance we left the job with what we thought were satisfied customers. This work was for a Tile Relay of an existing tile roof with some fascia and sheeting repairs. Because this was an existing roof (no new sheeting installed) we could not correct sagging of existing rafters on roof. The customer had 2 chief complaints during this job. 1) tile along 2 valleys were not straight 2) and a porch’s rafters were not consistently touching the New Fascia we installed. We fixed both problems. Let me start by addressing the rating factors from the bottom up. Professionalism was always represented during this job, We kept a clean workplace, we coordinated completely with customer, and responded to all concerns. Punctuality was also represented during the entire job, once again we never canceled a single appointment, nor did we not show up when we were due to show up, nor did we show up late. Responsiveness was represented not only by meeting with customer on any and all occasions to address any concerns but in responding to those concerns by correcting any issues the customer had. Quality, as for quality of work performed, We may have fallen short of the customers expectations for quality but we would put our work against any other roofing companies work any day. Another part of quality is the materials used, in which we used the best and the highest quality of any available on the market today. Price would be subjective and comparing price without knowing other competitive bids and materials proposed would be impossible. The overall rating for a company’s work on a particular job should be viewed against all factors and in this case I believe the customers expectations were simply not met, this affected there view of all other factors. Once again, our company’s work product is superior to all other companies today."