I am so excited. I have my first truly sucky customer story.
A little background first though. For a couple of years my company applied Polyurethane Foam roofs with a Polyurea top coat to protect the foam. This was done to provide insulation and seal the roof.. We have quit putting these roofs on due to issues we were starting t see, but we still honor the warranties on the 157 roofs that we did in which the warranty has not expired. This is the important point. End of background
Back in December we got a letter from a woman demanding that we pay her $6,000,00 to have her roof redone since her roof was "still under warranty and had failed". In looking up her information we discovered that her warranty had expired in October of 2010. We notified her that her roof was not under warranty and that we would not be sending her money to put a new roof on her house. She then sent a second letter in January stating, and I quote, " To avoid the following I expect a check for $6,000 OR I will sue you w/the above mentioned original installers testifying on my behalf for the $10K plus, blacklist you on Angie's list, Google Review, both the M and the P Chamber of Commerce/Better Business Bureau. I will blog your company on any site that could possibly provide you with business. And I will start the drama machine which you well know thrives on this sort of situation."
She is claiming she paid $10K for the job when in fact she paid $7,400. We went up in 2007 (two years before the original warranty expired) and fixed a small crack that had developed and left her with extra caulking at her request. We also went back up in 2008 (one year before expiration of original warranty) recoated the roof and extended her warranty by one year as a courtesy.
Today, I came into the office to a letter from the Better Business Bureau. I have been working off and on all day getting things together to answer her complaint.
Oh, and the name above for her, came from one of my bosses at after lunch when we were discussing her.
A little background first though. For a couple of years my company applied Polyurethane Foam roofs with a Polyurea top coat to protect the foam. This was done to provide insulation and seal the roof.. We have quit putting these roofs on due to issues we were starting t see, but we still honor the warranties on the 157 roofs that we did in which the warranty has not expired. This is the important point. End of background
Back in December we got a letter from a woman demanding that we pay her $6,000,00 to have her roof redone since her roof was "still under warranty and had failed". In looking up her information we discovered that her warranty had expired in October of 2010. We notified her that her roof was not under warranty and that we would not be sending her money to put a new roof on her house. She then sent a second letter in January stating, and I quote, " To avoid the following I expect a check for $6,000 OR I will sue you w/the above mentioned original installers testifying on my behalf for the $10K plus, blacklist you on Angie's list, Google Review, both the M and the P Chamber of Commerce/Better Business Bureau. I will blog your company on any site that could possibly provide you with business. And I will start the drama machine which you well know thrives on this sort of situation."
She is claiming she paid $10K for the job when in fact she paid $7,400. We went up in 2007 (two years before the original warranty expired) and fixed a small crack that had developed and left her with extra caulking at her request. We also went back up in 2008 (one year before expiration of original warranty) recoated the roof and extended her warranty by one year as a courtesy.
Today, I came into the office to a letter from the Better Business Bureau. I have been working off and on all day getting things together to answer her complaint.
Oh, and the name above for her, came from one of my bosses at after lunch when we were discussing her.
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