Turnbull Roofing & Restoration

"Tom, we are sorry that you came away from this project with such a low opinion of us. While we are aware of how long it took us to complete your job, please remember that the interior work kept being put off because we were working on your behalf to make sure that you were fairly compensated for the damage done to your property. Between September 6, 2017 and January 10, 2018 we sent in six new supplements to your insurance company. The result of those six supplements was an increase in reimbursement to you of more than $37,500.00. With all due respect, we did not in fact charge you for any work that we did not perform, and we even removed all items that we did not do from our final supplement that we sent to your insurer. Your desk adjuster told me that since he had already paid you for the work that we did not do, he would not ask you to refund it. In short, I believe that you actually got paid for the work that we did not do and for which we charged neither you nor your insurer. I'm sorry that I was not able to adequately explain to you why it is not possible for us to gouge our customers on pricing even if we were so inclined. We are asked by insurance companies to submit supplement requests as edits to their original estimate that they (and we) develop using Xactimate to itemize the additional work required and assign pricing for those items. Xactimate is the industry standard estimating software which includes a pricing database that is updated monthly. We subscribe to Xactimate as do most major roofing contractors. When we submit a supplement request, your insurer checks it to see that the right items are included and that they are priced correctly. We are not allowed to change those prices, so it is impossible for us to "gouge." Tom, we work very hard to give our customers the best possible service and value. After five months of a very enjoyable working relationship with you it saddens me that you became dissatisfied at the end when the work was virtually finished and we tried to settle up financially. Your project was easily the most complex one we have undertaken. The tree that fell on your house did a great deal of damage that was missed by your field adjuster. I apologize for whatever I contributed to the misunderstanding between us. We sincerely wish you well, and we will miss our visits with you and Harley the Wonderdog."

"Thanks for the kind words, Marian! It has been a pleasure to work with you as well."

"It was actually very satisfying to meet you on a Thursday and then finish your roof two days later! And thank you for recommending us to your friend Gloria. We will take good care of her!"

"Thanks, David. Needless to say, call us if you have any other needs for your roof or problems with the repairs we made!"