Hello, I am Phil M and I am one of the owners of Watershed Roofing.
I was the person that quoted this Skylight replacement.
The customer signed back the quote on Jan 5th 2017 and sent a deposit via etransfer Jan 10th 2017
This is common practice as once we order the skylights we are committed to pay for them.
When I spoke to customer on the phone I was very clear that we couldn't install during cold and snowy conditions but that quite often we do have windows of warmer conditions in late February and for sure in March.
I scheduled someone to do a precise measurement of Skylight in early Feb when weather permitted.
The order was placed and the skylights and flashing kits were picked up early Feb and stored in our shop.
After the middle of Feb there was a window of better temperatures coming so I instructed crew to move skylights to front area of shop.
One of the crew mentioned that he thought that the flashing kits were the wrong size?
After investigating it turned out that not only the flashing kits were the wrong size but so were the Skylights
It turned out that the order desk had reversed the measurements and the skylight were wider than they were long?
I have never seen this happen before!
I reordered the skylights immediately and sent a text to customer apologizing for the error and delay and offering a refund of deposit if customer wanted
I explained that it was a mistake and that I took full responsibility for the error
The response that I received caught me off guard!
I found it insulting and offensive.
I did not respond immediately as I prefer to think things through
The next morning Feb 22,2017 I etransferred the customer's deposit to them and then sent a text to customer that I felt it would not be possible to complete the project given the situation
This situation was regrettable and mistakes were made and I wish they hadn't been.
It is not the result that Watershed Roofing wanted
Respectfully, I standby this decision