Response from Bone Dry Roofing
John Moore, a sales associate with Bone Dry Roofing, Inc (not the owner) originally visited the customer's home on August 11, 2011 to provide an estimate for a leaking metal chimney surrounding a flue pipe. She signed and faxed to Bone Dry Roofing her acceptance of the proposal on August 12, 2012. Bone Dry Roofing immediately processed the proposal, at this time it was determined that the metal chimney was no longer available for purchase as it was a discontinued product. At this time Grant Casteel, Bone Dry Roofing’s Repair department manager, contacted the customer and explained to her that this was not a repair Bone Dry was capable of producing and that the salesperson should have recommended a HVAC technician complete the repairs rather than a roofing company. The customer asked to speak with John Moore, her original Bone Dry sales person. John Moore then contacted and explained that he had made a mistake and apologized for mis-quoting the repair and that a HVAC company would be better suited to make the appropriate repairs. At this point, Bone Dry should have assisted with this process further and helped her locate a professional contractor that could make the necessary repairs. We regret the way this situation was handled. Since this time we have used this experience to further educate our team on properly diagnosing repairs and assisting our customers with alternative options when we are unable to provide the service ourselves.