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Number of Stars | Image of Distribution | Number of Ratings |
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69% | ||
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6% | ||
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To summarize, I'll say Falcon's lack of communication (which, for me, is a part of "responsiveness" and "professionalism") made this a difficult experience. I would like to give an overall good review to Falcon Roofing, but unfortunately, I cannot. Working with them had its highs and lows, and we ended on a low note.
I noticed a hole in our upstairs downspout in July 2014, and had contacted several companies to come and give an estimate. None of the companies responded. Finally, one October day, as I was driving home, I saw the Falcon Roofing truck. I checked their website and their service reviews in several places and decided to give them a call. Since they also offer chimney cap installation, I requested an estimate for that work as well. We scheduled the appointment and Richard arrived on time on October 30th. He went on our roof and came back to discuss the job with me. He had photos that he had taken with his phone to show me everything that needed to be done. He recommended the following:
Richard gave me the work order with the estimate and explained that I would have to pay for the photos if I wanted copies. I continued shopping around for other estimates and decided to go with Falcon. I contacted them and said that I would like to talk over some of the job. Richard came over the week of Thanksgiving and we reviewed the original work order. I had him remove the chimney job because I decided to go with a chimney repair person instead. I questioned him about the window reframing, which I thought was pricey, but he said the price of materials and workers, etc. made the price a fair one. The thought of not having any more people going up onto our roof for several separate jobs made me decide to go with Falcon for the window framing.
Richard took down my payment information and said they would be there by the end of the week to do the work and that he would send me the before photos. My 10% deposit was processed on Tues Nov 25th. This is where things hit a low. No one arrived at the end of that week. I called and left a message and no one got back to me. I left a message for Richard on his cell phone. I called again and spoke with a representative and explained that they had processed my deposit and no one had communicated when they were going to come out and do the work. I contacted the office again and they said they would come out on Tue. Dec 16th. They ended up coming on Dec 9th, which was great because the Bay Area Superstorm hit on that Thursday and I was very grateful that they had installed the downspout so that we didn't have a hole in our gutter. I called that evening and thanked them for coming sooner and they said they appreciated it. So, we were ending on a high note, or so I thought.
Unfortunately, things got complicated. I was out of town for Christmas and received a call from one of my roommates (who, thankfully, was still in town) that she'd arrived home in the evening and the rain was leaking into our house through the skylight. I have lived in this house for 15 years--even during the time when the Bay Area was getting its regular winter rains-- and our skylight had never leaked. I immediately called Richard and told him the situation and asked him to call me after he assessed everything. He went to the house, took photos, and left. I contacted my roommate to make sure he had arrived and he'd already left. So I called him back. He said he saw the drip and would look into it when the rain stopped, which he didn't know when that would be, but there was a complication because he was leaving town. I requested that they put a tarp over the skylight to avoid any further inside rain damage until the skylight issue could be resolved. He said they would get to it as soon as it wasn't raining but the issue was that they wouldn't know whether or not what they'd done had fixed the problem. I told him to run a hose or take a bucket up there if he needed to, but I wanted to make sure no more water came inside. He said he'd return with a crew and fix everything. I asked him to give me a call an hour before they arrived to the house so that someone could be there when they did the repair. He told me no one needed to be in the house when they were there. But I explained that I wanted someone there so that they could tell him whether or not water was coming inside. I didn't receive that call.
When I called Richard again, he said they'd gone up there and extended the downspout further down the roof. He explained that he thought the skylight was dripping inside because the downspout had been installed in such a way that there was a high amount of water going onto the skylight. He said they went ahead and sealed the skylight free of charge. I asked that he leave the tarp until he returned from vacation. I still didn't want to take any chances.
Finally I was back in town. Richard came to get the tarp and he took a hose up on the roof to spray the skylight. Afterwards, he showed me photos he'd taken of what they'd done and photos of him running the hose that day. I requested all of the photos and gave him my email address. The only photos I received were the ones he took that day. I replied to the email he sent that day to ask for the rest of the photos. I still haven't received the initial before photos, which is why I didn't give a "Quality" rating.
Richard is very personable and I appreciated his friendly manner and that he was never rude, even during the skylight issue. However, I want to know that I am getting what I paid for. In this case, I'm not going to climb up on the roof to find out, which is why communication is so important for this type of work. It would help me to see the before and after photos of what I paid for, but I only have the after with nothing to compare them to. It would have also helped to know exact dates that they would be at our house or to receive a follow-up phone call when they had done anything. I didn't receive either of these key communications. I was always the person calling.
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