Scudder Roofing

"Dear [Member Name Removed], We're very sorry if we somehow missed a message from you or there was some mix up and no one got back to you. We do our very best but sometimes and on some days we make mistakes...after all, even though we are on Angie's List, we are indeed still human. We would be happy to help you if you are still in need. And if you've already moved on, we wish you nothing but the best."

"[Member Name Removed], thank you for writing. I'm sorry that you feel you had such a negative experience with my company. After more than 35 years in business and thousands of satisfied customers, we do our best to make sure that quality service and satisfaction is our number one priority, however, I fully understand that we may not be able to please everyone we serve, even though we certainly try. With that being said, I did a lot of digging trying to locate the project you reviewed as the date you specified did not match our only record of work for you which was back in 1999. As I'm sure you are aware, I spoke briefly with your husband by phone several weeks ago trying to get to the bottom of this and unfortunately, didn't get very many specifics from him. From my own research, the only county record I was able to find was a property lien that we placed on your home due to lack of payment, and that was later released on August 8th, 2000, after we received your payment. Though this review perplexes me after 19 years (especially when your husband mentioned the roof we installed is still in place and we have never been called for any service or repairs since), I want you to know that I am still disheartened that you obviously feel you were not treated well. I wish things had turned out differently because I truly do care about each and every one of my customers, no matter how many years go by. I wish very much that this issue had been brought to my attention all those years ago, and I could have personally helped to resolve any issues you felt needed resolving. All I can tell you now is that our goal for 100% customer satisfaction is the same today in 2017 as it was in 1999. And on that goal I have never wavered. I am sorry that you feel that we did not live up to that goal and I thank you for your feedback. If you have any other questions or comments or you would like to discuss things more specifically, please don't hesitate to contact me directly at 831-373-7212. Pete Scudder Scudder Roofing Company"

"[Member Name Removed] comments, as you can imagine, are very disheartening. Our objective with Mr. [Member Name Removed] -- as it is with all of our customers -- is to respond quickly and give the best possible service, even under the most difficult weather and working conditions. Our first encounter with Mr. [Member Name Removed] was to evaluate and give a price for a roof repair and admittedly, we did not respond with a proposal in Scudder’s typical timely manner. The El Nino rains have had our system and people over-loaded and unfortunately, we fell short of our standard response time. In the spirit of cooperation, we attempted to reconcile with Mr. [Member Name Removed] by heavily discounting the repair work that he requested, even despite our advice to him during the initial meeting that he needed a complete roof replacement due to his roof’s poor condition. At the time, it was explained that because of the condition of the roof, the repair could not be guaranteed. This was understood, and when the crew went out to perform the repair, the service tech explained again that the roof was in bad shape. The repair was performed and -- as we had predicted -- the attempt to repair this ailing roof did not solve his roof problem. Mr. [Member Name Removed] called us out again, and we immediately responded by sending our service team out another time to see what we could do to help Mr. [Member Name Removed]. Immediately upon our arrival, Mr. [Member Name Removed] said that he did not want us on the roof again for another “repair” and that he decided to go ahead and get an estimate to replace his roof. He asked the technician if someone from our office could come out that same day to provide him with an estimate and the technician stated that he would have to go back to the office and have someone contact him to schedule a date and time. The breakdown here according to Mr. [Member Name Removed], is that he was told by one of our technicians that we would have an estimator out possibly the same day. If this comment did occur, as Mr. [Member Name Removed] says it did, then my technician was completely out of character and should not have promised or predicted what the estimator’s schedules were that day. I personally apologize to Mr. [Member Name Removed] for any expectations that he feels we did not achieve. I work diligently along with my team to help solve issues and problems that customers face. Although my goal is 100% customer satisfaction, I also know that no matter how hard we try to make things right for all of our customers, we are not going to make every single one happy. And although we tried very hard and admittedly made some mistakes here, I regret to say that Mr. [Member Name Removed] and my company are not a good fit for each other. I’m confident, though, that Mr. [Member Name Removed] will find another contractor he can work better with. Please note that I will not be billing Mr. [Member Name Removed] for the return trip to attempt another repair and I wish him the best results with his future project. Sincerely, Pete Scudder"

"Hi {Member’s name}, If you read through our profile on Angie's List you'll find that under "Free Estimates" it asks you to contact us for details. The reason for that is because we offer free estimates for roofing and or re-roofing projects only. For any service repair work or certain home improvement items like gutters or gutter repairs, you are correct in that we don't offer on-site free estimates. This is also very clear on our website in order to avoid confusion like this. I'm very sorry that you didn't realize this, but I hope you will understand now that this is a company policy we have maintained for many years now and nothing personal towards you. If you have any further questions or wish to talk about this with me personally, please don't hesitate to call me directly at the office at 831-373-7212. Sincerely, Pete Scudder"

"Thank you for the kind words, [Member Name Removed]. Much appreciated. Pete"

"Thanks for the lovely words about our company and my team, [removed member name]! It means a lot to us. Sincerely, Pete Scudder"