Express Roofing & Remodeling, LLC

"It's Very Unfortunate when a Customer feels they have to resort to such actions of misrepresentation instead of being patient. ACTUALLY, what occurred in this unfortunate situation is 2 weeks after installation, he reported what he "believed" was the fault or occurred during our roof installation project. (13 days to be exact) When we were made aware of his "belief", only 5 business days ago, we did as anyone with a brain would do, we asked for the facts and why given the time that has lapsed, he believed it occurred during our project. This is not "denying" or "giving a hard time" or unreasonable on any level. I tried very hard to take care of this as fast and as professionally as possible and apologized many times and promised I would do my best to complete a thorough investigation. On the rare occasion that something is damaged or broken during our active job site, It is the policy and practice of our crewmen to immediately contact the office and in turn the homeowner is contacted. We would then ask if they wanted us to replace/repair or take the value off of the balance due. These items this homeowner speaks of have a total value of under $50. There would be no reason for the company to give a hard time or deny anything especially considering how simple and easy it would be to just make our customer happy and agree to help him out. What is unreasonable is expecting us to do so weeks later without asking legitimate questions and not allowing a reasonable amount of time to process and investigate (especially given the time lapse). In other words, he waited 2 weeks, and we don't get a few days to even consider what he calls evidence. With that said, even though there is no basis for us to take responsibility for these items 2 weeks later, and no evidence it occurred during our project, and not a crewman, or foreman recalling such damage, we decided to just replace them anyway so we have a happy customer and possibly future business and referrals. It doesn't make sense for us not to, as I said, the globe is $7.95 and we have a glass guy at our disposal and the small section (which looks like a ball went through it) is $20 max. I hadn't a chance to even contact this homeowner yet today as he is not our only customer and we have active projects going on. (Did I mention we completed this project two weeks ago) After we were there, this homeowner had other work done in his yard clearly depicted in the pictures he produced from the realtor he originally claimed were taken the day after installation. When I asked for the time date stamped pictures and a picture of the broken window, It turned out they were taken days after installation, not the next day, and no picture of the windows location as requested and would be very easy for him to take himself and produce. Any business would be crazy to just shell out money regardless of the amount, simply because he says its our responsibility. We felt we were held to it in a way, as we did not want him to give us a bad review because of what he "believes", or lose future business. So if it cost us $50, so be it. We are not a company on the doorsteps of closing down so even if this were $500, it would make no difference. Customer Service is our top priority and I think any of our past customers would agree that a 1 for customer service is just this homeowner being unreasonable and upset we didn't jump fast enough for him and in turn disregarding everything else we did for him. It is clear that anything we do from this point on will be viewed by this homeowner negatively. We just can not make everyone happy all of the time. We wish him well in the sale of his home, and thank him for his business. I do not believe that either of these will be the difference between selling it or not selling it. But that Beautiful Roof will :-)"

"Thank you for your Business and your great Review. We welcome all feedback and love to hear when our Customers are happy."

"It's unfortunate when a customer has a bad experience, and we felt terrible this occurred. Shelly presented under contract to sell her home, packing, and in the 11th hour had to replace her Roof to close on the sale. She had no time for an appointment so against better judgment, to help her, we pulled a very popular Program report of the Roof. (so we thought) Not on the "internet". I drafted the contract, sent it electronically for signing, obtained the permit, bumped other projects, and had a dumpster and material at her home in days and completed it in one day! (0.5 customer service?) She was not given a "low quote" she was given our very affordable quote."