Like so many people in the Spring of 2012 in the Fern Creek area, my home was hit by a hail storm that left the roof and vents on both the house and garage in need of replacement. Acting on the advice of a family member, I gave Hensley a call about obtaining an estimate after the insurance company's adjuster came through and said both roofs needed replacing. They sounded very professional on the phone and said that Walt would be out early next week to write up an estimate for me, including a second estimate on the additional cost of going with a higher quality shingle and adding a bathroom vent, so that I would know what I was responsible for paying out of pocket. This seemed reasonable to me considering all roofers were probably swamped with all of the roofs that needed replacement. Well, the agreed upon date came and went without hearing a word from Walt so I called again to find out why no one came. After a couple of unreturned phone calls left with the receptionist (?), I was finally able to reach Walt on the third call who confirmed that they lost me in the slew of additional roofing jobs that they had on their plate and, after I had to explain to them again what I needed done, Walt said he would be out the next day to put together the estimates. The next day, Walt did come by the house and did the estimates (I was at work at the time). He called while out at the house and asked if I wanted a gutter estimate, since my gutters where in bad shape as well,. I said yes, but to please do it as a separate estimate so I could keep up with the actual cost of replacement was in comparison with my insurance company's estimates. The estimate for the roofing work came a few days later in the mail, although the estimate for the gutters never arrived (forgot?). After receiving the estimate, and several weeks and unreturned calls later, I called Walt and mentioned that I didn't think the estimate he gave matched up with the estimate given by my adjuster for the cost of the replacement work (excluding the upgraded shingles and extra vent) and asked if I sent over a copy of the estimate, if he could get in touch with my adjuster to sort things out. Walt said sure and I called my stepmother/insurance agent to fax the estimate over (as I was on vacation at the time). I also asked if he could drop off a sampling of the shingle colors available, which he also agreed to. Also as a side note, Walt did apologize and left me his cell phone number so it would be easier to get in touch with him. I thought at this point things would improve, as this was 3 months after the storm that caused the damage came through. Well, almost a month went by with no response from Walt. I decided to call him and asked if he talked to my insurance agent about what I perceived as differences between what they wanted and my insurance was willing to pay. He said it was all taken care of and to sign the estimate and return it. Probably against my better judgement, I signed the estimate and mailed it off. After not receiving a single phone call acknowledging receipt or a work date, I called Walt again to find out that he didn't even know where or if my estimate had arrived (this was a week after the fact to an address that essentially right down the street). He also didn't remember what color shingle I wanted and acted surprised that they were supposed to supply the new vent and not just cur out the hole for one (I guess they assumed I wanted a hole in the roof). At this point, I was tired of hunting Hensley's people down to give them my business when so many other companies were actively trying to win it. Then Walt finally called and said they would be out the next day. They did come out the next day and everything looked like it was installed correctly. Had some nails and old shingle trash to deal with, but everyone leaves some behind. There is a shingle that is folded up on a vent that I noticed after the fact (still not sure if it was just a loose shingle or what), so I call Walt and mention that someone needs to come out, check and fix that spot if needed. The spot went away, although I'm not sure how (blown off, someone came out incognito and fixed it, ...). Walt called a couple of days after that asking about that and about the invoice (glad to see something motivates them to actually initiate the call). When I receive the invoice, it is not itemized what so ever, nor is the extra work that I was taking care of out of pocket separated from the work my insurance company is paying for. It also still looks to be for the same amount as the estimate, that I thought was different than what my insurance was going to cover. At this point, I called Walt, he didn't pick up. I tell him that the invoice provided was very unprofessional and I am not even sure if my insurance company will accept it as proof my roof was replaced. Also, I asked in the voicemail whether he even contacted my adjuster to account for the differences in the estimate with what my adjuster wanted to pay. After not hearing from Walt for a couple of days, I called my adjuster and we sorted through everything in about 30 minutes. After explaining that I had additional work done and reconciling the additional charge, I mailed both the invoice and estimate to my insurer so that they had in writing what the replacement cost was and I went ahead and mailed off the check for Hensley. I never did receive a response from Walt. In summary, while they do good work, I would recommend going with a company that actually wants your business and is proactive in getting the ball moving instead of forcing the consumer to call at just the right time. I understood they were busy at the time but there is no excuse for not returning a phone call within a day.