We were hired to replace Roxana’s neighbor’s leaking roof. Since Roxana and her neighbor share the same roof, we informed her that her roof would also need replacing. Connecting a new roof to an old one can quickly lead to significant issues. Roxana expressed that finding the funds for this project would be challenging. As a company, we understand that roof replacement can be an unexpected expense. However, with the neighbor’s roof already leaking, we couldn’t delay our work. We explained to Roxana that postponing her roof replacement would cost an additional 15%, but since our crew was already onsite, we offered to replace her roof at 15% less than our usual rate. She agreed to proceed.
When we started, we discovered Roxana’s roof had four extra layers, which significantly increased the amount of work and disposal needed. Additionally, her neighbor’s roof had two extra layers. Due to these unexpected conditions, we had to add siding, which was time-consuming and unforeseen. The volume of debris generated was too much to remove in a single day despite our best efforts. To ensure the backyard was tidy and accessible, we chose to work into the evening to clear all the debris, even though it meant working late.
To our surprise, Roxana demanded an additional 15% discount at the end of the project, despite already receiving a 15% discount. Since the roofing issue was primarily due to her neighbor’s roof, we granted her an additional $500 off as a gesture of goodwill. Unfortunately, this was not well-received either. Roxana, we regret your dissatisfaction, but we hope you take comfort in knowing your roof is now of exceptional quality, sparing you from any leakage issues for many years to come.
Reply created 2 Jun 2024
