A miss understanding from another tradie trying to big note themselves. All sorted out. Only now seen this reveiw/message.

Hi Christina, as verified, and confirmed (before your review), to you and your representative we have increased your 12 month guarantee until August next year. We did this for your peace of mind as you felt it unlikely to rain until next winter. We would love to fix your leak, but we can't fix what is not seen. Having been onsite twice (4 times in total) after heavy rains/storm no moisture was present on your insulation nor your ceiling and no visible roof defects. Rodent droppings were found under the insulation and on top of the ceiling. As creatures of habit it is common for them to cause similar damage to what you have.
Ceiling stains need to be sealed before painting over. Without the sealer (stain block) stains can "bleed" back through the new paint making it appear like a new leak.
Our worker was told onsite that you could hear water dripping. With insulation on your ceiling it is unlikely you would hear water dripping onto it. (Note: there is no evidence of any water ingress.) We did however come to the conclusion that the dripping you could hear was from the downpipe directly outside.
As you can understand call-out payments are part of all businesses. We only charge when problems are not of our doing ie damage caused by trees, storms, other trades etc and this is indicated on all our paperwork and told to all our clients before we come out. To be fair we don't always charge this, but after multiple visits we sent you the $125 plus GST account. This account has also been waived (before your review).
I feel we have done everything we said we would and more. As always, if you think you have an issue please call.
Regards
Grant Johnson

This review is made to let others know of my experience and overall service I received.

I also felt I needed to correct your response on the events occurred after the service provided. Your worker came onsite twice (not 4 times) after I insisted the stain was caused by water leaks. The first time he came was just before the storm hits and rushed off as he did not want to get wet even though I asked him to do a water test. He blamed it on rodents. The second time he came on a sunny Monday when the rain was on a Friday before, and again refused to do a water test with reason that he did not bring a hose. Also to note that there is no insulation on top of the stain as it is an air vent and there was no stain visible on that spot since I moved in 10 years ago until after the roof restoration. Therefore the dripping would be straight onto the gyprock causing the water dripping sound.

The contract include a 12 months warranty so it is fair that I notify your company to investigate and fix any leakages when I notice new stains after the service. I do not agree there should be any call-out fee in the first place. Also I was not advised there will be any call-out fee when I first contacted your office to inform of the leak. The waiver of that bill was only made in writing after I submitted a complain to the Consumer Complain department.

In regards to contacting you at your office, I also needed to let you know that your receptionist have not made it easy for me to speak to you. She has been very rude and would not hesitate to hang up the phone on customers which she did with me. I hope this might shed some light on why I was not able to speak to you in the very beginning.

We will have to agree to disagree on many of these points. You are correct, we have spoken to Consumer Protection and they are extremely happy with how we have dealt with this. Let us know if you need us to attend, you have my mobile number.