Response from JIC Professional Roofing
I want to sincerely apologize for the mistakes made during our dealings with you. Any time we let a customer down, we also let ourselves down. Communication is truly key to a good working relationship with any customer, and it sounds as though our technician failed to stay in touch with you during the period between our initial contact and our completing the project. I checked into the specifics of your project as the details concerned me and I wanted to correct any issues that may have taken place. I spoke with the technician - he stated that he had informed you during his initial contact that we were in the middle of a big project, and that we also had high priority leaks that could not be temporarily repaired that were scheduled ahead of your project and that it would be a while before we could be there to do the work. As well, he stated that he temporarily repaired the leak with sealants so that you would not experience leaks until we could be there to perform the actual project. With all of that said, it still is unacceptable that our technician or someone from the office didn't stay in touch with you to let you know we had not forgotten about you or your project. I'm certain, had someone reached out, you would have been satisfied in knowing we were coming and that we cared about you and were concerned about the time delay. I hope you can understand that we do truly care, and that we had not forgotten about you - more specifically, because we care about the quality of work you receive, seeing that we simply didn't have the manpower available to give you the quality care and skill that your project required during that particular time, we waited until we had the technician available with the skill required to do the job to our standards. In regards to the price - it is important to keep in mind that with a bid project, the estimator takes in to consideration all the necessary materials and the worst case scenario for the time it may take to do the project. For your project, as it was contracted to remove two improperly installed shingle style boots around two pipes on a modified bitumen flat roof, install targets and hand formed modified finger flashings around both pipes - $700 does not seem exorbitant as an estimate price. The materials for the project estimate around $135 plus $25.50 for gas. The time for the project - worst case scenario would estimate to be 4 hours for 2 men to gather necessary materials, make the repairs, plus travel time over and back. Please know that we certainly do not charge $700 an hour. For time and material based projects, as a company standard we charge $66 per man, per hour, plus all necessary material for the project. However there are instances when a project is bid for a specific industry standard amount, a contract is signed between both parties, and the work is performed at the contracted and agreed to price - in this case price is not dependent on how long a project takes. Your project was the later situation, as you asked for a proposal and estimate, and then agreed to the price and asked us to do the work. As we are never satisfied until a customer is happy, we would like to offer to do the project at our time and material price rather than the agreed to and contracted price. With that said, we do ask that you take into consideration in this instance it required 30 min to gather the necessary materials, 45 min to drive to the project, 1 hour and 45 min to perform the work, and 45 min to return to the shop. We use a GPS based tracking system to keep track of our workers time as they clock in and out of a project, and I have checked to make sure this was the time required for the project. As the technician was very experienced in this type of work, the project went well and took less time that he had originally estimated. With time and material, the time and material bill will total $405.00. As of today, 12/24/14 we have not received payment, nor have we received any call of concern or notice until your respectful and much appreciated post on Angie's List today. It’s our hope that you will see this correspondence and the newly figured bill as a sincere apology for our lack of communication - it’s not often but once in a while, even a great company or great employee drops the ball. Thank you sincerely for letting us know where and how we can improve, as well as helping us to grow and better ourselves as a company. Please let us know if there is anything further we can do to help take care of the situation. Be well, and have a Happy Holiday and a wonderful New Year.