Response from DryHome Roofing & Siding Inc
In response DryHome would like to respond with a time line of how events occurred. The customer called our office on October 10th to schedule an appointment to have the gutters looked at. Our technician was out there on Monday, October 22nd and an estimate was emailed to her stating in that email that as of that day our repairs are about 1-2 weeks out and forewarning her that it might be further not knowing the results of the upcoming storm Sandy and what we might have to reschedule. We did not hear back from her until she contacted our office requesting that the estimate be emailed to her again which I did on November 6th. Again, we did not hear back from her until November 13th stating that she wanted to proceed with the work and also requesting a picture of what the gutter screens looked like – an email that had gone into my junk folder. She emailed me again on the 15th of November stating that she wanted to move ahead with the work – and that no one had responded to her. I apologized that the email was not seen initially and answered her questions about scheduling and pictures of the screens. I also informed her again that to proceed with the work we do require a signed estimate be sent in before we will schedule – this was stated in the first email as well. The customer did fax over the signed estimate on November 16th and I acknowledged receipt of that signed estimate and emailed her a picture of the gutter screen she had requested so as to save her a trip to our showroom. Our Operations Manager called her on the 21st of November to let her know that the work had been scheduled for November 29th – again she was notified in the beginning that our repairs were at that time approximately 2 weeks out. As for her statement that representatives from our company are “probably only doing New Jersey repairs since they can probably charge an arm and a leg after all of the damage” is extremely offensive. For her information, DryHome has always been involved with giving back to our community – not taking advantage of them. As of today – two free roofs have been awarded to those in need during this Holiday Season - a single mother in Loudoun County and a women’s shelter in Arlington, Virginia. As for not having any empathy for her situation – it seems that she wants to blame us for a repair that she needed and she didn’t act on as quickly as she should have. Again, waiting 10 days from when she received the original estimate and another 7 days after receiving the same estimate for the second time. We do sympathize with homeowners and the issues they have with their homes and try our best to accommodate as quickly as we can. Unfortunately, by the time she responded hurricane Sandy had done its damage and we were receiving hundreds of phone calls and emails daily and did our best to respond as quickly as we could.