Seattle roofing woes go unresolved
COMPLAINT: Janice Sambrook, Issaquah, Wash.
"Legacy Roofing removed and replaced my old roof. They also replaced two skylights and removed and replaced my old gutters.
The Wood Way Home Exteriors Inc.
Didn't respond to Barbara Knigge's request to repair damage and issue a partial refund for a roof replacement she says wasn't properly done. Third month in the box.
Didn't respond to Mark Fiebig's request that they provide a refund for or finish landscaping work he says they never completed. Second month in the box.
he work was extremely slow. On the days they showed up, the workers arrived late and left by 2:30 p.m. On the ninth day, I called Legacy about the lack of progress, and they told me a new crew would start work the following day.
The new crew completed the work in two days but there were still several items that needed attention. I made repeated calls and scheduled several appointments for completion, but no one showed up.
I submitted a list of some of the problems encountered on the project to Heidi Hurn [Legacy's director of sales and marketing], and in about a week, most of those items were completed."
DESIRED RESOLUTION: "I thought a 10-percent discount was fair, considering all the problems. They offered me a 5-percent discount, but I don't feel this adequately compensates me for the treatment I received. If they agree to a 10-percent discount, I'm willing to pay immediately."
RESPONSE: Heidi Hurn, director of sales and marketing, Legacy Roofing
"The member signed a contract for roof and gutter replacement. We gave her a 5-percent discount for the roof because she's an Angie's List member. We also gave her a special 10-percent gutter discount.An additional $1,350 work order was added for non-contract work, and we credited the member $317 for gutters that weren't installed.
As sometimes happens with home improvement projects, complications arose that caused delays. Everything was addressed and completed to the customer's satisfaction. Legacy offered an additional 5-percent discount on the roof, work order contract and gutter contract.
We've completed the roof to Legacy's high standards of quality, and we've significantly discounted the contract. We appreciate the member's patience and apologize for any inconvenience these delays caused."