Pintail Roofing

"Before any work was performed, it was explained to Lam B. that our company does not warranty any roof repairs. It was also explained that we would bill the repair as time and material at the rate of $85 per man hour plus material, with the total cost not to exceed $450. With full knowledge of our "no warranty" policy and billing rate, Mrs. B chose to hire our company to do the work. We did the work and, per Mrs. B's request, we billed a third party $375 (not $400). After the next rains we were contacted by this third party and informed that the roof was still leaking. I explained our ?no warranty? policy and informed this person that we would be happy to make another attempt at repairs but still expected to be paid for the initial work. No mention of further payment for additional work was made by our company. The third party informed us that he did not want us to return and would hire another roofing company. I understand it can be frustrating to a customer when our repair attempts are not successful. However, we do always explain, before any work is done, that this possibility exists. We try our best to provide good customer service and quality work but you can?t make everyone happy."

"All phone calls, texts, and/or emails were returned to this customer. Possibly not as quickly as she felt she was entitled but they were returned in a timely fashion. All visits were made at the time they were scheduled or, if necessary, rescheduled. Despite the fact this customer?s problem was not a roof leak, considerable effort on our part was put forth in an attempt to remedy the situation. Our company made three trips to the customer?s home (75 mile round trip each visit) and invested over eight man hours in the effort. We have not billed a single cent for our time, fuel, or materials. I understand the client?s frustration at not receiving instant gratification but was not from lack of trying on our part. I know you can?t make all the people happy all the time but it would be nice if some could appreciate the effort you put forth. NOTE: as of the time of this writing the leak has not returned."