5 Star Roof Painting / Roof painting in Auckland Central

"Hi Rebecca Very sorry to hear you were not happy with our service. the situation is you contacted me personally and literally pleaded with me to fix your leaking roof which was literally one of the worst i have seen in 25 years in business and you were advised after the inspection by me that it would not come up like new due to extensive flaking paint everywhere. you did not want to reroof and as you stated you did not have the money and advised us to do our best as you understood the issues which were very clearly explained. you had a very old roof basically totally covered in moss and mould and rust issues as well as extensive peeling so we did our very best to get a great result for you based on what we had to begin with.it is very tough trying to get a new finish on old beaten up iron roofs. i did quote an extra $995 upfront when i viewed the roof but you were in no way obligated to proceed with the job. you obviously were not happy however you would not let me back on the job which was required by law to remedy things. i was not abusive at all. actually i emailed you before and after pictures and you rang me shouting at me down the phone,i was very calm and just wanted to fix the issues in question. so we contacted nz master painters and i actually paid for the inspection happily $350. the neutral inspector said any good tradesman in nz who did the work would not get a better job done then what i had done due to the roof being in such a poor state with no maintenance for over 20 years or more. yes i admit it was not perfect,however considering the state of the roof we actually saved you 20k plus on a reroof. the inspector also advised that you according to consumer guarantees act were liable to let me fix the job. however you would not accept that or meet either myself or the master painters inspector personally at any time. i also issued you several genuine apologies along the way. So basically you started out wanting a full refund when contacting the master painters association which we agreed to and then you changed your mind and wanted a few thousand extra in damages trying to blackmail and bully us by threatening that you would go for 15k in the disputes tribunal if we did not pay you thousands above the full refund price. in the end you accepted the $3000 odd full refund we offered , i tried so hard to fix the issues but i have never actually met you personally and i was never abusive in any way so its very frustrating as i am used to making all our customers happy,that is my goal as you can see by all our other references. i actually have a very young family and it was not appreciated to contact me repeatedly after hours late at night asking for various apologies. it made my family a little scared to be honest. so now you have a full refund with no issues from us and a roof that is in much much better condition than when we started. the rust is fixed and the waterblasting and moss treatment took 6 hours as well we used the best 15 year warranty wattyl solagard roof paint on the market. your roof is actually in great shape considering.we have about $2000 material and costs in it so we lose that plus $350 master painters inspection fee. but that is ok . i wish things had turned out different and you had let us fix the job to your satisfaction as we would have been very happy to do that as per my communication. i am very sorry it did not work out. i am also a little hurt and disappointed that you were not 100% honest in what transpired as there was absolutely no abuse on my side and the situation could have been easily resolved if you had only let us back onsite. i do really apologise things did not work out differently and i am always available to chat or remedy things further with no malice or bitterness. I also ask you again to reach out to me anytime so i can remedy any areas of your roof for absolutely nothing in a very friendly manner like i have tried to many times previously. i would personally undertake this work in order to make you happy,i feel i cannot be any fairer than this as our company prides itself on customer satisfaction and exceptional workmanship with very friendly helpful staff at all times. So rebecca i will tell you again that its really not about the money with me. its always about making the customer who puts their faith in us to have a great experience as i really do care about every single one of our customers. the aggression and abuse you stated did not happen at any time and i wish you had been honest about that and i do question some of your motives."

"Appreciate you taking the time to write these kind words Clive.it was nice to restore your roof.regards Tyson "

"Thanks Stacy for your very nice review,it means a lot to us.Kind Regards Tyson"