We just cleaned a big 5000 sq ft flat tile roof, in a very affluent part of Tampa.
The lady had gutters all around, with downspouts. We cleaned the roof, and carefully watched for run off around the downspouts, etc.
This tile roof had the large flat tiles, and we had to hit the faces of the tiles, sometimes 3 times, to get them clean.
After we were satisfied that the roof was cleaned and spotless, we left.
Well, it rained that same evening. Not the usual Tampa Florida summertime rain we get nearly every day, in the summer, but a decent rain.
To make a long story short, all kinds of debris (including dead Frogs) started coming out of her gutters, and down the downspouts!
I mean, it was nasty!
In the back of the home, she had debris and dead Frogs all over her Lanai, even though there is a large gutter between the roof and the Lanai!
This was my clue, as to what went wrong! That gutter between the roof and Lanai should have caught any run off from the roof, and kept it off the Lanai!
Here is what went wrong on this roof cleaning job we recently did in Tampa.
Unknown to us, her gutters and/or downspouts were filthy and were clogged. The chemical came off the roof, and was reactivated by the rain, and it actually cleaned the gutters and downspouts!
All the filth, and previously clogged debris, from her filthy, stopped up gutters, came flushing down her downspouts, and we got blamed!
It took me nearly 2 hours on the phone, to settle her down. She finally apologized to me, once we both realized what the problem was!
Diamond Roof Cleaning New Jersey (1-800-Roof-Clean) wrote:
That is why we clean the gutters on every roof cleaning simply to avoid any problems.
A good idea ! This customer was only getting her roof cleaned because she got a letter from her Tampa area Homeowners Association.
She did not ike the idea of spending any money to clean her roof, especially near Christmas time. The gutters LOOKED clean, perhaps we could have checked them for flow ?
Heck, we had a hard time getting her to pay us to clean her roof, much less sell her a full gutter and downspout cleaning.
Still, I took care of her, because of how I am. We knocked money off her bill, so she could hire a pressure washer to clean the downspout debris up, though it was not our fault.
LOL, she still can't get over how clean her tile roof came, and I feel like I made a friend in her, once she realized it was not our fault!
It was just "one of those things", that sometimes happens, when you clean roofs here in Tampa!
HOW you handle customer problems and concerns, when they arise, and they will, will determine your success, or your failure, cleaning roofs anywhere!