Response from Jobe Roofing Co
Mr. and Mrs. [Member Name Removed], I apologize for this unfortunate situation. I am very sorry you had to wait as long as you did. During the time you requested an estimate from us, we were a bit overwhelmed with estimate requests and somehow your estimate was not delivered within a reasonable time frame. As for the Eagleview report, for $70.00, we will be sending you a credit for that. I have gone over the notes on your project with Franco, the person that went out to see your roof, and though he felt that replacement was the only option, I can see that extensive tile repairs may be possible. I understand that given the circumstances you have no reason to believe in our company, but I would like you to know that we are a good company that just happened to make a terrible mistake in your case. I want to do everything in my power to make things right, and in this case it will include sending you a revised proposal. This new proposal will provide a special discounted price for repairs, and not complete replacement as Franco had suggested. I started Jobe Roofing Co. 18 years ago with one desire at heart, and that was to use my integrity and knowledge of roofing to try and improve my customers lives. I know that in your case we unintentionally fell short, but I firmly believe that something good can come of something bad, and I will do my best to make that happen. Look for this additional proposal by the end of today. In addition, I will be sending you a check for the $70.00 charge for the Eagleview report and placing it in the mail today. I was away from the office on business up until today, and was made aware of this situation just minutes ago. Had I known of your situation sooner, I would have responded much earlier, again my apologies for our terrible handling of your estimate. I have met with my team regarding this issue and have taken steps to ensure that this kind of mistake is not repeated. Please accept my sincere apology, and I would like you to know that I understand your position, and want to own up to our mistake and take full blame for this situation. I thank you for taking the time to read my thoughts on this unfortunate situation, and if at any time you would like to speak directly to me, you can call our office at (323) 293-9684, and they have been instructed to transfer you to me or provide you with my direct number in order for me to further help rectify what has happened. Sincerely, Jobe