Regarding the review from Brian Athey, below was the certified letter sent to Mr. Athey. We have yet to hear back from him:
Mr. Athey,
I recently became aware of a negative review on our company posted by you on Google reviews. I was aware that Freddie Gilbert missed an appointment with you on 2/2/15 at 10AM. It turns out Freddie accidentally marked the appointment reminder in his phone for 10PM instead of 10AM. After you called the office to inform us no one showed up, I had Freddie call you to apologize. He told me that he left you a voicemail but received no additional calls from you prior or after the voicemail.
I would like to personally apologize for any inconvenience this may have caused you. I know your time is valuable so I would like to offer you a free $500 value roof repair to make amends. This is a no-obligation free repair. If you have already had your roof fixed, I would gladly offer you this as a credit on some other home services. I hope you will accept this as our apology. We are a good company and we take customer service and our reputation very seriously. I personally take these complaints personally as it is my name on the Company.
Although, this may not change your initial impression of our Company, maybe it will change it for the future. I also realize that you may not change your Google review, but just maybe you can post another after we complete the free repairs for you. You may have had your repairs completed already by another company so if you would like to pass this on to a friend or family, that's okay as well. Feel free to contact me directly (cell phone and email address below) and I will personally come look at your home.
Here is a personal apology from our representative, Freddie Gilbert":
"Mr. Athey,
My name is Freddie Gilbert and I was the estimator you spoke with in regards to your roofing repairs. I am writing this letter to you to express my sincerest apologies for missing our appointment. Although there is no excuse for ever doing so I just want you to know I did not miss it intentionally. I simply set the appointment time and alert wrong in my phone calendar. I had it set for PM as opposed to AM and didn't realize the mistake until I received a call from my office in regards to missing the appointment. I can assure you this is not how we conduct our business. Missing an appointment and not talking with a customer is unacceptable and that is very uncharacteristic of myself and our company. I cannot apologize enough. Please accept my apology and know that if given the chance to earn your business, something like this would never occur again." read more