Joe's Auto Service Inc

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June 5, 2008 Re: Case #67110427 Heather & Mark Turner 1979 Sapphire Lane Clearwater, FL 33760 To Whom It May Concern, This letter is in response to the letter written by the Turner’s on 3/21/08, case #67110427. When I first met with the Turners, I went there to get the contract signed and helped them to choose the right roof system to meet their needs. We have previously come to an agreement over the phone regarding the price but had to make a few revisions once they signed the contract. I explained our contract and our procedures very thoroughly to Mark and Heather and they seemed very happy with everything at that point. I am writing this letter as a response to the letter that was written by the Turner’s. There were some things that happened on their job that were unfortunate and some that I had no control over. Our goal as a company is to put on a quality roof at a great price. In this instance, that is exactly what was done. The crew that installed the roof at this residence did a fabulous job. The roof looks magnificent and I don’t think that the Turner’s would disagree with this statement. Their first complaint was about the dumpster. Unfortunately, our company does not supply these and therefore sometimes out of our control. We have to outsource this to an outside vendor. It is very uncommon that this company does not pick up on the day that we request. Unfortunately for us and for the Turner’s they were a bit backed up and did retrieve the dumpster as soon as they possibly could. We apologize for any inconvenience that this may have caused them. Another complaint they made was that the permit was not posted. This was an error of my crew chief as all permits as placed with the work order and they are instructed to post them upon arrival at the job site. Them not posting the permit does not take anything away from the integrity of the roof or the integrity of our company. It is just a simple mistake. When the first inspector went out to inspect the dry in, he did pass the inspection and told us that it looked great and to continue. Once the final inspection was done, that inspector tagged us for no pictures and for the permit not being posted. Once again, just issues that were accidents. Once we explained the situation to the head inspector, he told us just to post the permit and he would final it out which happened the next day. We do apologize for the wrong pictures being posted and the permit not being posted but these things again happen sometimes. I, personally, did not call the Turner’s back because I felt that no matter what I said or did would make a difference in their opinion of our company. They were very angry and I felt that had I called them back it would just made matters worse. The comment that they made about “that son of mine is always getting me in trouble” was never made. The owner of the company (my father), has never spoken to the Turner’s. Their comment about our customer service after the roof is put on is also unfair. We tried in every way possible to clear up any and all problems with the Turner’s as quickly as we could from the final inspection report to the dumpster. We wholeheartedly apologize to the Turner’s for any and all inconviences that they have suffered. This is not a common thing for my company but occasionally things do go wrong as we handle at least 50 roofing projects in a week. I feel that even with the minor things that happened in this instance, we did everything that our contract stated that we would do and did it in a professional quality manner. Please accept our apologies again. Sincerely, Patrick Hloska Jr Operations Manager