The work carried out at this person’s property was as follows: A risk assessment was carried out & Scaffold was needed for health and safety purposes as the property is 3 stories high & the pricing for this was £600.00 plus VAT. The cost to replace two tiles, including the labour, fuel, materials & other overheads was £275.00 plus VAT. Total cost excluding VAT for this work was £875.00. The main bulk of the cost was for the scaffold which was necessary under health and safety law. We would never put the health and safety of our roofers at risk. This person was aware of the price before work was started & our Terms and Conditions were signed. We did not carry out a part of her quotation & the costing for this was deducted from her original invoice, the customer contacted us about works that had been carried out prior to our completed job procedures being processed, hence incorrect information was given to her about the works that had been carried out, but we have apologised to her for this & confirmed the person who gave this information is no longer with the company, we also explained to her that this would of come to light as soon as we received the documentation from our roofers along with completed work photos of which we get from our roofers on every job that we do. We are sorry this customer is not satisfied with our service, but we have been upfront with the costings & our procedures & always ensure we work with our customers to resolve any concerns raised asap.