Hi Ying,
I wasn't making excuses for not coming to fix your roof. I told you on the phone already that there were 2 possibilities for fallen shingles:
1) Animal Damaged---which is clearly not covered under the warranty because it's not our fault.
2) Wind Damaged---The type of shingles you have on your roof is the IKO limited 25 YR shingles that has the limited wind warranty of up to 97km/hr only. At the bottom of your warranty has stated this clearly already. You may also go to IKO's web site http://www.iko.com/products/traditional-3-tab/marathon-25-ar and you will see the details in there.
My company would be more than happy to provide 10 years workmanship with no doubt. However, the materials (shingles) is warranty by IKO, who actually produced the shingles and that we did not produce the shingles ourselves. So basically the procedure for claiming IKO warranty is to give IKO a call and they will send someone to do an inspection of your roof and provide you with a report and then followed by giving you certain number of shingles voucher if your roof is covered by the warranty. And once you have claimed the shingles voucher from IKO, our company send labours to fix your roof at no charge because we provide you with a 10 years workmanship. This is the procedure of claiming for shingles warranty that you might not know about.
Anyways, we finally did show up on the same day we received your call and in fact, we had found that your roof was damaged by raccoon in which you already saw the picture we took on your roof. This is enough to prove that we were not making excuses for not coming to fix your roof in the first place. It is the fact that your case was not covered by warranty.
Nevertheless, we did fix your roof at no charge even though it was damaged by animal and it's not covered by warranty. We hope you are satisfied with our extra work. Thank you.