To Mrs S. As you know, your roof was installed over a year ago. Since that time, until just a few weeks ago, you and your husband have said repeatedly how "extremely happy" you were with the job that was done. You called us twice in the last 4 weeks, immediately following recent severe thunderstorms(exceeding 20+mm of rain in a very short span), wondering if there was something now wrong with your roof. Each time your call was returned promptly within a 24hr period and I personally came to inspect the roof. Each time the conclusion was the same, the roof was installed properly and the workmanship excellent. I explained to you why I thought this might be happening and I believe it to be a combination of things. First, in any severe thunderstorm the shear volume of water is going to certainly cause spillage over the eaves. No eavestroughs are meant to handle that volume of water. Second, the eaves the builder installed is smaller than recommended for standard residential homes(4" rather than 5"), which is a common problem for many, especially larger homes like yours. They tend to lose their angled slope quickly and continually pull away from the home. Third, you previously had builder grade(rolled asphalt) valleys, which as you know deteriorate very quickly, and at your request we changed the valleys to a manufacturer approved pre-painted steel valley system, which we install on a regular basis. I gathered that having the steel valleys could possibly cause water to advance down the roof more quickly making spillage more of a possibility. All this I communicated to you in a polite and professional manner, assuring you that nothing was wrong with the installation of your roof. Also, if there were anything wrong with the job that was done we would've gladly fixed the problem. Still visibly upset about your garden, I thought I would try and help in the name of Customer Service, and suggested having some sort of splash guard/rain deflector installed. I even went as far as to say I would look into this for you, but really had no idea of the cost. I didn't figure the cost would be high and said perhaps I could find someone to install these for you for $50-100. At least that was my hope.
When I returned home I received an email from Homestars notifying me that you had written a poor review of our company. Grading us a 6/10. I was completely floored by this! I immediately called for an explanation, and you went on to say how this was all our fault, and you would not remove the review until this splash guard was installed and at our own expense. I feel this was a gross misuse of this website and we won't be bullied or blackmailed into fixing something that could not have been prevented by the installation of your new roof. This is certainly not how we conduct ourselves or our business. We will always honor the workmanship warranty given to you by our company, but we won't be forced to act in this way. We wish you all the best.