"We do value every customer’s opinion, BUT please take a moment to read the facts about this Angie’s List member’s review. 1.) Michael IS an outstanding General Manager; this is one thing that both the homeowner and we agree on. Michael has been in the roofing industry for 37 years has continued to be an integral part of our company for the last 13+ years. 2.) Our estimator (Alan, not Ryan) was not overworked, and he does return phone calls promptly during business hours. It is our opinion that this particular customer wanted him to be available 24/7, which our estimators are not obligated to do. Michael, our GM, on the other hand, IS available 24/7 to handle emergency situations for all of our customers. 3.) Our Office Staff is always available (Monday – Friday from 7:00am to 3:30pm) to help with any roofing related questions and to schedule appointments. 4.) This customer was an Angie’s List member before, during, and after, we completed the roofing project. However she waited 15 months to post a negative review the day after Thanksgiving 2013 (the biggest shopping day of the year). We don’t quite understand why. 5.) Our company will not perform any future work for this Angie’s List member, although she will always be covered under warranty for the work that we have already provided. 6.) The inspector *mistakenly* did “call” one thing (only)… the “starter course” of roofing material (the layer that goes underneath the first course of shingles). However, Michael, our GM, met with the inspector out at the jobsite. During this meeting Michael showed the inspector the listed manufacturer’s specifications and installation instructions sheets. Michael also provided information to the inspector about the standards of roofing applications at the local, state, and national building codes levels. Subsequently, the inspector “signed off” on the permit and did not require any remedial work to be completed before doing so. 7.) After reading the customer’s final comments, we were tempted to provide information about our competitor, as some sort of rebuttal. However, we feel that to say anything degrading, or speak our opinion, about another company is unprofessional. We are a reputable family run business, so we decided to stick to the facts above and remain true to our character. Our company always recommends that customers get more than one estimate so that they can make an informed and educated decision. We are confident that, after doing so, and conducting their own research, that they will make the best decision for themselves and their home. *We are ALSO confident in our abilities to provide the best products, workmanship, and services in the industry; and we believe that by a homeowner selecting our company to perform these services and protect their home, is typically the best decision they can make. Please take a moment to read some of our other reviews, and Thank you for considering A Better Roofing Company for your roofing needs."

"We believe that the homeowner has us confused with another company from whom she was trying to procure a bid from. The facts: *We received a bid request via our website on Thursday (9/12). *We contacted the homeowner the very next day on Friday (9/13) from a cell phone and advised her that our company does not service Marysville (because it is too far north for us to travel). I was standing next to our Office Administrator when this phone call was made (I am one of the owners). *The next day (Saturday 9/14) we received a (text) message from the homeowner that we had "missed the appointment". *We were trying to sort it out on Monday (9/16) when we received notice that we had a negative review on Angie's List. **Concerned, I made phone calls on the following 2 consecutive days Tuesday and Wednesday (9/17 and 9/18). The homeowner did not answer the calls. I left 2 messages stating that I am one of the owners, I was there when the call was made advising that we do not service Marysville, that in our 22 years in business we have never done estimates on Saturdays, that we are scheduled out for about a week just to provide bids to potential customers, that we think she might have us confused with another company, and that we would like to speak with her to clear up any confusion. To date (this is Thursday 9/19/13) we have not received a return phone call even though I provided my direct (cell) number. It is regretful that the homeowner is having such difficulties, and even more so that we are being blamed for an obvious misunderstanding. We keep impeccable records detailing all of our interactions (and, in this instance, we have cell phone records and a text message from this homeowner). We feel that we have made every effort to provide a professional, prompt, and business-like interaction with our company. I am unclear as to how and why we are receiving a negative review stating that we had no communication with her and/or didn't follow up. Please take a moment to look at some of our other reviews. And thank you for considering A Better Roofing Company for your roofing needs."

"We take our reputation very seriously and customer service is our top priority. We were not made aware of any rodent problems. The customer was given the option of installing “starter metal” which he selected, and chose, on our proposal. If we had been notified, we could have offered an option for custom metal to be manufactured, purchased, and installed to help cover the gap behind the gutter. In actuality, the problem is not a roofing related problem. The gutters should be removed and a wider (fascia) board installed behind them; then the gutters reinstalled. This is a job that a gutter company should be able to perform in less than a day. While our company does offer some services that can help deter an existing rodent problem (keeping them from getting into the attic), we are not a pest control company. As for the skylights, I regret to say this, but the homeowner is mistaken. We did not remove and remount (nor replace) the skylights. We installed the metal step-flashings around them without removing nor lifting them off of the existing skylight curbs. In our 22 years in business, we have never sealed a skylight to its curb. Grommet screws installed through the skylight frame are more than sufficient to adequately and securely fasten a skylight to its curb. Typically it is easier to remove the skylight to install the new step-flashing, but in this case, the skylights were already glued down. The “wavy” area that the homeowner refers to is in an isolated area; and it is an imperfection in the decking (the home was built in the 1960’s). It is not rot nor a loose board. Its condition will not affect the manufacturer’s warranty or ours. While we do respect our customer’s opinion, it doesn't mean that we are necessarily obligated to agree with it. Please take a moment to read some of our other reviews. And thank you for considering A Better Roofing Company for your roofing needs."

"Our company provided a free estimate on 7/26/11. The customer signed up to have her roof done 2 months later on 9/21/11. We started the job on 10/10/11 and it was completed in a timely manner. It is our understanding that the customer received at least 3 estimates; and, as is our company policy, was never pressured in any way into having our company do her roof. She had ample time to think about the choice that she was making. To receive such a low grade for “price” is extremely disappointing for us. We always try to provide the absolute best customer service, workmanship, and products at a fair and competitive price. I believe that this is actually the very first “F” that we have ever had on price. Concerning the customer’s other statements… we received a phonecall on a Saturday (1/26/13) about a possible leak in our roof. We arrived that same day. Upon inspection we determined that there was a *manufacturer’s defect* with the metal bathroom vent that was installed. We replaced it with a brand new one *that same day* at no cost to the customer. Her statement about the roof (downspout) drain being clogged was never brought to our attention until reading her review on Angie’s List. Sometimes these drains can become clogged with granules from the old roof shedding (granules) as it ages; sometimes moss, leaves, pine needles, etc can be the culprit. Our company has made 2 appointments with the homeowner to review her concerns (including examining if there was any damage from the leak). Both appointments were cancelled by the customer. Our General Manager has spoken to her on 2-3 occasions; 2 of them being after she cancelled, asking her to reschedule. She stated that she would call our office, but never did. We have also left several messages over the last month. At this point we are uncertain as how to proceed, as we feel that we have done everything within our control. Maybe her review was posted in haste… We read all of our Angie’s List reviews very carefully and look for (other) ways in which we might serve our customers even better than we already do. Our goal is 100% complete customer satisfaction; that’s why we don’t collect any down-payments up front. Please take a moment to review some of our other reviews. We take a lot of pride in being able to celebrate 22 years in business; as well as the honor of receiving the prestigious “Super Service Award” SEVEN YEARS IN A ROW! Thank you for reading."