Emerald City NW Construction LLC

"Thank you for your feedback. We always take reviews seriously and want to clarify a few important points for transparency. This was a particularly difficult project to schedule, as we had to coordinate around multiple vacations, weather delays, and access to your three-story townhome. Despite these challenges, our team made three separate trips in order to accommodate your schedule and ensure the roof repair was completed. At the time the work was finished, we also provided you with a 13% discount, which you expressed appreciation for. Regarding the snap-lock decking tiles on top of the flat roof area we repaired, our crew did not alter or modify that system in any way. The tiles were removed only as necessary to access the roof and then reinstalled in the same manner they were found. No connectors were intentionally cut or modified by our team. It?s also worth noting that you had recently purchased the property, and the decking system had already been previously installed before our involvement. We stand by the quality and integrity of our work and would still be happy to review the area with you if you believe something needs attention. Our goal is always to resolve concerns professionally and ensure our customers are taken care of."

"Hello Luxi, We repaired your roof using new shingles and flashing installed to industry standards. The chimney area was inspected before, during, and after the repair, and the roofing and flashing work was completed correctly. As explained multiple times, the remaining leak is being caused by deteriorated chimney mortar, which absorbs water. This issue is separate from the roof and flashing work we performed and falls outside the scope of the original repair agreement. Regarding billing, the 3.5% processing surcharge was clearly disclosed prior to charging. Although refunds are not typically provided for disclosed processing fees, we refunded it as a courtesy in an effort to keep the situation amicable. We also offered discounted pricing for the additional chimney repair, flexible payment options, and a guarantee that the roof itself would not leak?or your money back?if the recommended repair was completed. We even extended the payment due date to allow time to confirm the true source of the issue. We remain willing to work with you to resolve this properly. However, we cannot perform work outside the original agreement at no cost. Our goal has always been to be transparent, fair, and professional."