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Complaint Details
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Initial Complaint
03/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Occurred on August 26th, 2024:Owner included a shed on a quote for a duplex roof (both sides) after being told that Owner of shed did not want shed done. Same Owner emailed business to ensure shed was not included (as duplex owners were to split cost of roof 50/50). On day of work, home Owner came home to shed roof being redone. When home Owner contacted owner of company, owner of company claimed to have never received email and accused home Owner of not wanting to pay for roof. Owner of company then suggested that home Owner lie to neighbour (senior of fixed income) and have them pay for half of shed roof since they believed quote to be for only roofs. Home Owner was not willing to be deceitful to cover business owners mistake so now home Owner with shed has a cost increase of $1500 for work that they did not want done but was done anyways. Because business owner did not put details of what work was to be done on quote and claimed to not receive email, home Owner is now on the hook for difference of cost.
Business response
25/09/2024
To whom it may concern:
Got a letter in the mail today advising me of this complaint. The letter stated it was the second notice and was dated for Sept 20, 2024. Also the emailed received on Sept 20 stated the same thing. Would like to let you know I have not received any notification before this.
As for the complaint from the client in question we never accused the person of not wanting to pay but did ask the question of " so you want us to cover the difference and lose money for the material and labor cost"?
Initially when the roof was measured and the quote was given we were only dealing with the other owner of the duplex and all emails were between that person and us. Once we got an email to confirm to do the work again it came from the other home owner. At that point it is when the complainant was included in any correspondence. When the complainant responded to the email unfortunately we did not receive the email. Attached is a history of the emails in the inbox of my email also from the complainant. I also know that you will likely think we just deleted any other email and you are free to think what you want. Until a job is completed we keep all emails. With this particular job we have keep all emails.
The portion of the roof the complaint is about is part of the house it is not detached. When the measurements we taken this was included and there for included in the initial price. The price given in April was 1 price for both units and the owners were to split the cost. Since the portion in question was included we adjusted the price for the other home owner.
We did make adjustments to the price difference for the complainant and only charged for the material, we did not include any labor cost on this portion of the roof.
We are sorry that this happened and offer our apologies..
Than you
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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