New Heights Roofing, LLC

"First and foremost I really am very sorry that you feel the experience you had was anything less than pleasant or that you were treated unfairly through the re-roofing process. I would like to break your concerns down into its 3 elements and deal with them one at a time. 1. It sounds like you feel the start date should have been set in stone. As was explained to you when you sat down with Jesse the first time, roofing is a very difficult business to draw hard lines when it comes to scheduling. Our schedule often gets changed by circumstances out of our control, such as weather and how the previous jobs go (and if we run into any unforeseen work that needs to be done). Although I readily admit that we are not perfect we do the best we can to let our clients know before-hand that these things can and most likely will happen. This is also why we let you know that we would start work as much as a week and a half early or late. We made several attempts to contact you before June 10, I am sorry you didn't get any of our messages. I do understand that this can be frustrating and apologize that it happened to you. 2. It also sounds that you feel you were not sufficiently warned about the possibility of your roof decking being in poor condition. As a roofing professional I also wish that I could see under the shingles and flashing on every roof that I do work on so that I knew exactly what I was getting myself into on each and every job. But that is not the case. The best that we can do is give our clients a warning that it may happen. Sometimes it does, other times the plywood deck is in great shape and no work needs to be done. We can never know until we tear into the roof and inspect the sheathing directly. I would also like to talk about what hidden charges are and what they are not. A hidden charge would simply be a charge that was known by the roofer before he started the work and not disclosed to the homeowners. When we say "7. No Hidden Charges - We guarantee you won't be caught by surprise when the final bill comes. We won't ding you with charges you didn't expect or bill you for extras you didn't approve. The price you see is the price you pay." Obviously we are not stating that we can see all of the possible/unforeseen problems that we may run into on a given job. Every roof is different. By "no hidden charges" we are stating that we will not charge you for items that should already be included in a standard re-roof or charge extra for upgrades that you did not approve i.e. charge you for a more expensive shingle because "The ones that you wanted were out of stock" etc... The other thing that this states is that we will warn you if we do run into an unforeseen problem with your roof right away rather than choosing to disclose those problems at the end of the job with the final bill so you won't be surprised when it comes. Every thing you see on your bill will be disclosed up front or as soon as we find the issue as you stated"