Emerald City NW Construction LLC

"Hello Luxi, We repaired your roof using new shingles and flashing installed to industry standards. The chimney area was inspected before, during, and after the repair, and the roofing and flashing work was completed correctly. As explained multiple times, the remaining leak is being caused by deteriorated chimney mortar, which absorbs water. This issue is separate from the roof and flashing work we performed and falls outside the scope of the original repair agreement. Regarding billing, the 3.5% processing surcharge was clearly disclosed prior to charging. Although refunds are not typically provided for disclosed processing fees, we refunded it as a courtesy in an effort to keep the situation amicable. We also offered discounted pricing for the additional chimney repair, flexible payment options, and a guarantee that the roof itself would not leak?or your money back?if the recommended repair was completed. We even extended the payment due date to allow time to confirm the true source of the issue. We remain willing to work with you to resolve this properly. However, we cannot perform work outside the original agreement at no cost. Our goal has always been to be transparent, fair, and professional."