Roofer's response to repairs causes confusion
COMPLAINT: Keith Naas, Columbus, Ohio
"B&T Roofing Ltd. of Westerville, Ohio reroofed my two-story home, replaced roof vents and installed soffit vents. The estimate went smoothly, and they did a great job on the roof. Unfortunately, they didn't leave any spare shingles.
"A few months later, I noticed a significant ceiling leak. B&T came out the next day to fix the issue by rerouting a downspout that was directed at a vent for free.
"The technician said the shingle work done around the roof vents didn't look good enough. He also pointed out the downspout was a potential cause, since it was routed directly toward a vent. The downspout hadn't been a problem prior to having the roof replaced.
"They committed to repainting the ceiling for free but have since backed away from that commitment."
DESIRED RESOLUTION: "I want B&T to cover the cost of repainting the ceiling, including materials."
COMPANY RESPONSE: Todd Muth, owner, B&T Roofing Ltd.
"On some roofing jobs, a bundle of spare shingles may be left over. When that happens, we're happy to leave them at the homeowner's residence. This was not the case with his roof. If he had requested extra shingles, we would have ordered and delivered them.
"A heavy rainstorm caused his leak. Our crew identified the problem, adding an extension for free to the downspout to ensure rainwater would flow into the gutter and not over the neck of the hat vent.
"We left him with a clear understanding that we hadn't caused the problem. We didn't intend to pay to have his ceiling painted. However, in an effort to repair the business relationship, I made arrangements to have his ceiling painted at no charge.
"In the future, employees of B&T Roofing Ltd. will word their responses much more carefully and ensure that all parties understand any commitments made by our company."