Paitson & Son Home Improvement

Service Provider Response

Hello, I'd like to shed some light on this review: There are some very inaccurate things stated, so let us explain our side of this with some information: Customer had leaks prior to us performing roofing work. House was built in 1922, had two dormers with a semi flat on one side and multiple roofing layers. We had performed a repair two years ago to stop leaking issues, and the customer was satisfied with our work. After installing the roof, the customer called us and indicated a leak had occurred. I immediately came out to inspect what was occurring with a carpenter, and troubleshoot the issue. It was determined that a small gap where the fascia board meets the roofline on the valley dormer was causing water from the valley to flow back behind the board. This had nothing to do with the roofing installation, and more-so to do with how the dormers were added on. The multiple layers that previously existed had padded the roofing high enough, to where no gap existed here. We installed a small brown aluminum deflector by the fascia; this remedied the issue. Pictures were shown to the customer (which we still have) of what we did, why it leaked, and how this solved the issue. Customer indicated this was okay, and seemed satisfied with the work. This was in July. As a courtesy, we also capped all trimboards on the dormer free of charge, as a gesture of good will. Chimney was finished with roof cement, and no leaking occurred here at any point. This was the way the chimney was flashed before we did the work, and customer never indicated they wanted counter flashing. Roof cement was what was indicated would be installed in contract. No interior damage occurred as a result of any of this, as the leak was only visible from a small interior unfinished attic closet by the dormer. Customer emailed me at around 6:00 PM on September 6th; in summary stating her house was going to be sold because of eminent domain laws, and that a handyman had told her he would have done the job differently. Once I did read the email, I did in fact call the customer at 7:30 to try and understand what exactly was needed since the email gave no indication of what they wanted, only that she wanted to be contacted by the next day. I did talk to the customer for approximately 30 minutes; during this time she explained to me how her house was going to be seized by the government, a race track across the street was making her house value plummet, accused most men of being sexist towards her, explained she had numerous personal problems going on, and how she would have to file bankruptcy soon and was in tears. While I felt sorry for her, none of this had anything to do with our company and struck me as off-putting that she was divulging so much personal information. When I asked her exactly was she wanted done on the roof differently or what she needs from our company, she had no answer. I told her that if she needed me to explain anything to the realtor or a potential buyer, to please just have them contact us. The call ended on cordial terms, but I never actually got a statement of what she wanted us to do to make her happy with the job. After ending the call, customer then emailed me at 8:15 PM asking if I had recorded the call. I never emailed back because in all honesty, I thought this was an incredibly strange thing to ask and I assumed she was worried about it being recorded, because of how she acted during the call. At this point we thought it best to end contact with customer, since it had frankly gotten uncomfortable and the customer had taken the communication to an unprofessional level. We take our reputation seriously; we immediately responded to the issues the customer has, fixed the situation, and did anything possible to make the customer content. A lot of contractors when a problem arrises, won't even call you back, let alone try and fix the issue. We stand by our work, call our customers back, and do everything we can to make a customer happy; it makes us disappointed to get a negative review. We feel we did everything correctly in this situation and would not handle it differently. We are currently in the process of contacting our attorney, as this customer has made this same review on multiple websites, implying the owner was sexist (yet offering no explanation as to why). Critical reviews are one thing, but personal attacks are another, and we would never do that to any customer.

Service Provider Response

Thank you, we appreciated your review and hope to serve you again in the future- -Steve & Zach

Service Provider Response

Thank you for your feedback! -Zach P -Steve P

Service Provider Response

Thanks for your feedback! I provided this particular homeowner with a very detailed itemized estimate. Their house was a difficult house to do correctly, being mostly 10/12 pitch with most of it 2-story. Homeowner also wanted some carpenter work performed, about 30' high on a gable.Customer emailed me also asking if I would come down in price, and I responded I bid every job for how it needs to be done correctly. I've done dozens of houses similar to theirs or larger with no complaints on price. I don't advertise bargain bin prices, or cheap labor. I stress quality, professionalism, and work performed in safe manner. Thanks, Zach Paitson

Service Provider Response

Thanks so much! It's been great working with you, Zach Paitson

Service Provider Response

Thank you for your feedback and positive review! I'm going to check in to why our foreman didn't clean up the smaller items on your job; we have a checklist at the end of every job our crew fills out to eliminate mistakes like that happening. I'll also see why they didn't run the nail magnet more. Thanks again for your business! Zach Paitson Steve Paitson

Service Provider Response

Thank you so much for the positive review! We enjoyed working with you, and appreciate your business. -Paitson & Son

Service Provider Response

Sorry about that; it's not uncommon for us to have 5 or more messages on our machine some mornings for various things ranging from customers to distributors. Very possible myself or the secretary accidentally missed it, deleted it, or something like that. We pride ourselves in keeping appointments and understand we wouldn't do as much work as we do if we didn't take every call seriously. We, in an average year, will make hundreds of calls, unfortunately errors do indeed happen. Again, my apologies, Zach Paitson

Service Provider Response

Thanks, we are glad you like the new roof! This winter has been harsh, we've had multiple weeks where snow and ice has caused roofs to delay being completed. In those instances, there really isn't much we can do other than get the roof watertight and wait for the snow to melt so we can safely resume work. Same goes for extremely low temperatures (20 degrees or less) where it just isn't practical to do exterior work until it gets reasonably warm. We also always allow a 30 minute break for lunch, and also days where it is extremely cold our roofers may take breaks in between to warm up. I'll check into this issue with my foreman and make sure this isn't being abused. Thanks for your feedback, Zach Paitson Steve Paitson

Service Provider Response

I don't want to say you are maybe confusing us with a different company (as the listed date this occurred was almost a year ago), but I assure you if someone called us three times, we would have the courtesy (and common sense!) to at least discuss the project. While we always reserve the right to decline bidding a project, myself or my father have NEVER ignored a customer or declined to return a call, especially if it occurred three times like you stated. Anybody interested in our services, (812) 877-6000 and ask for Steve or Zach, I guarantee you we will discuss your project or any other prospective customer's project. We understand this: We don't make a living if we ignore calls (and trust me, the advertising expense to generate those calls isn't cheap!). You can also send us an email at paitsonandson@gmail.com if that is easier. Sincerely, Zach Paitson Steve Paitson

Service Provider Response

Thank you, we really appreciate your continued business with us! My father and I understand keeping our customers satisfied with exceptional work is what keeps our business thriving. Thanks again, Zach and Steve Paitson

Service Provider Response

We appreciate the opportunity to submit a bid on your project. We generally figure what we believe is necessary to do any particular job in the most professional and complete manner possible unless the homeowner has specific instructions otherwise, which in this case it was left open to the estimator to decide what was needed. We are always open to listening to the needs of a customer, and adjusting our bid appropriately. This particular job was never discussed any further after the initial consultation, however we would have been more than willing to use a less expensive shingle, or revise our estimate accordingly. We can never guarantee our bid will be the cheapest; I can only guarantee our work will be the best. Thank you, Zach Paitson

Service Provider Response

I just did a mapquest of the driving distance to your location from our office - this person is 140 miles away (2.5 hr drive time). I'm not sure if this person has us confused with another contractor, but we were never contacted by this homeowner for an estimate. If we had been contacted, it is well outside of our service area (60 mile service radius). Thanks, Zach Paitson