Response from Earl W Johnston Roofing LLC
Earl Johnston (owner) gave the member an estimate of $850.00 on 6/15/11 to repair a leak in the front east bedroom of her home. The member did not sign our contract on that day. She called our office on 7/1/11 and spoke to the sales department head, Mary, and asked a few questions and then emailed our office stating she would like to proceed with the $850 repair plus the Roof-A-Cide treatment for $200. Our repair crew went to her home on Saturday 7/2/11 to begin the repair. We did not have tiles needed to be installed and informed homeowner of that. We went there to stop the leaks in the bedroom and scheduled to return and finish repair after the July 4th holiday. Since the tiles were not available locally for pick up, we had to order them and have them delivered to her house, which she was informed of. The member sent an email to us on Friday 7/8/11 to say that tiles had arrived but she wasn’t happy with repair work done. We informed her that the repairs were not fully complete and to please let us complete the job. She stated that she had pictures from her brother who was on the roof looking at work that had been done so far. We asked her to email the pictures, but said she couldn’t, but she had them printed and wanted to show them to Earl. When we called her on later on 7/8/11 to schedule to complete the job on Saturday, 7/9/11, she said that she wanted Earl to come look at the work. Earl was out of town until Monday afternoon, 7/11/11. We asked again to please let the repair crew complete the work Saturday and address whatever concerns she had. The member chose to wait for Earl to return and would not let us proceed. Earl called her Monday afternoon, 7/11/11and scheduled to come out with the repair crew to address her concerns the next morning and complete repairs. Rick, the repair tech, did arrive Tuesday, 7/12/11 prior to Earl, but upon Earl’s arrival The member had stated that she had gone over everything with Rick and she was happy with the way things were going. At 9:30am when Earl left everything was fine. Rick worked until 3pm to complete the job The only thing we were unable complete was putting concrete at the wall because of the pressure cleaning and Roof-A-Cide treatment we had scheduled for the next day because the concrete would not have cured long enough and would be blown away by pressure cleaner. This concrete work would have been completed after the roof cleaning and treatment was done. When we called to schedule for the roof cleaning we were then informed that owner was again not happy and did not want us to come. Then on 7/12/11 she submitted the report. We arranged with The member for Earl Johnston to meet her on 7/13/11. Upon Earl meeting her today, he walked over the job and found the work to be done properly and according to the contract. The member was upset and not willing to let Earl speak to answer or address any concerns she had. Earl then left her home confused on how to satisfy and complete the additional work she agreed to. Our company prides itself on providing excellent customer service, as is evident in the many A reports we have received over the years. We are very distraught by this report and we are at a loss on how we can satisfy The member. We want to satisfy her and will await a response on how we can do that.