Magic Monkey had a near perfect HomeStars rating a year ago when I called to have my front left eaves leak repaired, my top eaves levelled, cleaned and a downspot installed at the rear.
Long story short, they came to do the job, I paid around a grand, and about 2 weeks later my front eaves began to leak and when there was a heavy rain the top eaves poured over a problem area we had before the job.
When I called for resolution, I wasn’t able to reach the Magic Monkey team on the phone. Eventually someone called me back. Found out a third party, outsourced, company had been doing the work from the beginning. They came back, and reqouted to have the eaves replaced, and said they would take money from the original bill taken off new quote. This didn’t seem right, so I didn’t move forward. The back downspout does work wonderfully.
1 out of 3 ain’t bad. Or is it? When you’ve already paid....
- Company Response
Hi Johnny, our service has never been "outsourced, unfinished, or unavailable" to you.
The same service technician who provided your work from the very beginning on September 1, 2016 was the same person who has contacted you and returned each and every time to your property to discuss your options. We made multiple attempts to contact you by phone and email last year but we did not get ANY response back from you until now - almost 2 years after the date of your original service back on September 1, 2016. I have record of every attempt to contact you including the dates of each phone call and email on file as proof.
Below is the response from your service technician dated June 25, 2018:
Hi Johnny, after honoring the service we provided at your property by returning in attempt to correct the lower front porch eaves, it was determined that a simple "sealing repair" or "realignment" was not going to be efficient to correct your problem. Please be assured that we try very hard to assess each and every repair to the best of our ability but sometimes things require a process of elimination to find the underlying issue. As such we never charged you upon returning each time you had contacted us, we even replaced your lower front eaves outside miter corner at no cost in effort to solve your issue. It was finally determined that simple repairs were not going to solve this problem and so we offered to deduct the full cost of the lower front eaves realignment from your September 1, 2016 service from the November 2016 quote for a full replacement service of the front lower eaves and downspout (as we had done with the rear upper eaves that you say you're happy with).
We wished that you would have reached out with your concerns so that we could come to a better agreement rather then posting an unfair negative review after we came to you with a fair solution.