New Look Builders Inc
About us
New Look Roofing is a full service roofing company, built on experience. Every home owner is treated with a "personal touch" that comes from our dedicated staff. We are fortunate to have had the opportunity to serve our customers and community for over thirty years. We provide complete roofing & siding services for residential and commercial projects throughout Pennsylvania, New Jersey and Delaware, Bucks County, Montgomery County, Philadelphia.
Business highlights
Services we offer
Residential & commercial roofing, gutters, maintenance & repair. James Hardie., siding, windows installation
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 65% | ||
| 10% | ||
| 0% | ||
| 10% | ||
| 15% |
"Dear Mr [Member Name Removed] You have every right to be upset . I apologize for our lack of service to you . You deserve excellence and I'm embarrassed that we failed you ! I will have our office manager reach out to you today and get you on the schedule immediately . Thank you for letting me know your experience . I will make sure in the future no customer feels that they were handled in this manner . Respectfully , Wayne Liss , President"
Dan was my project manager. He showed up on time and the crew was very neat and organized in their preparation. My husband had some concerns about our rose bushes and the guys took extra care to make certain they were protected. The work went smoothly and was completed in a single day. I was most happy about the care they took to clean up. I had heard stories about another roofer leaving nails and trash behind but New Look cleaned up like they had never even been there. We saw our roof as an investment in our home and we were immensely satisfied at their attention to detail and their professionalism. The price was very fair and I would highly recommend their service to anyone.
"Dear [member name removed] , Thank You very much for your kind review of our company . We feel good knowing we have succeeded in providing the experience we promised. Sincerely , The New Look Team"
"Thank you for your very much for the favorable review and your business . We are thrilled to have had the opportunity to satisfy your needs. It was a true pleasure working for you . Sincerely , The New Look Team"
"Dear Mr. [removed member name], Thank you very much for your kind and favorable review . It was a pleasure working for you.Thank you for your trust in us and your business. Sincerely, The New Look Team"
"Dear [member name removed] , Thank you very much for your kind words and positive review . We appreciate your business very much and we are pleased that you were satisfied with the results of your project.It was a pleasure working for you . Sincerely , The New Look Team"
"Dear Mr. [member name removed], Thank you very much for your understanding and patience during the rain delay . We are pleased that we were able to bring your project to a satisfactory completion . We always strive for a 100% satisfied customer . Your positive review is greatly appreciated and we thank you for your business . Sincerely, The New Look Team"
My first contact with New Look Roofing happened when Dustin
Ochs knocked on my door. Unlike all the
other prospectors, he asked if we could talk about my plans for the house. No pressure to commit and no closing
attempts. Dustin really listens when YOU
talk.
My usual approach to getting rid of a door-knocker was to
say I was unemployed and had no money, the unemployment part is true. Dustin was different, I felt/Knew I
could trust him.
Dustin returned to discuss what we needed and what we
wanted to do, when my wife was home. He
explained what they do and how they work to ensure that each customer receives
their “best and safest choice” in roofing.
There’s a lot more to a roof system than I ever knew and Dustin
described the issues clearly and in a short time. He also gave us lot of detail information to
use in comparison shopping. Make sure he
tells you about the long term warranty.
It’s 6 weeks since the roof was installed and I’ve received
compliments from neighbors and a business associate. Most importantly, my wife is much
happier with our house’s appearance!
Also, I can tell you that the ventilation system New Look installed
works far better than did our old roof’s hip-vent.
I would recommend New Look Roofing to family and friends.
If you don’t choose New Look Roofing, after talking to them,
then you don’t need a roof!
Ps. New Look
Roofing also replaced 15 of our windows, with the same level of high
satisfaction!
"Dear [member name removed], Thank you very much for your kind words . We are very happy that we were able to service your home improvement needs to your complete satisfaction. We appreciate your trust in us and your business . Thank You , The entire team at New Look"
"Dear Mr . [member name removed], It was a pleasure working with you . We appreciate your confidence in us and are very happy that you are satisfied with the results of your project .Thank you very much for the opportunity to have serviced your home improvement needs."
If there was a grade lower than F, New Look would get it for Responsiveness. At almost every step of the way, their communication with me, while pleasant, was just not consistent and not correct -- easily the worst I've ever experienced from any business, contractor or otherwise. While they did eventually fix my roof (I hope), I had to go through a long and confusing process in order to get it done. Consequently, I unfortunately can not recommend them.
THE WHOLE STORY:
The estimate was quick and professional, with a reasonable price and a three year warranty. Someone followed up with me shortly to tell me that work was scheduled to begin a few days later, on Wednesday, 9/21. I couldn't be home for the job, but I was told I'd get a call when it was done.
No call came. I got home on Wednesday and found no evidence that anyone had been there -- no invoice, no note on my door, nothing. I couldn't tell if the roof looked different or not (I'm not a roofer, after all, and my repairs were minor), so I wasn't even sure if someone had been out.
The next day, I called to see what happened. The woman I spoke to seemed unsure about who I was or what I was talking about. When I explained that I was just trying to find out whether or not work was done, she said "As far as I know, it was," an answer that didn't exactly fill me with confidence. I was skeptical, but I wanted to give the company the benefit of the doubt. I thanked her, and after asking for an invoice (since none was left for me), decided to wait for rain and see if the roof was fixed.
It rained the next day (Friday, 9/23), and my leak was completely unchanged -- it was not even 1% better. I called New Look as soon as I got home from work and left them a message. They got back to me Monday (9/26), apologized for the leak, and said someone would be back out by the middle of the week. The next day, Tuesday, someone ELSE called me, and said work was scheduled for Friday. I was a little perturbed, since that was certainly not "the middle of the week", but I said okay. I decided to stay home from work on Friday and make sure that someone showed up.
Well, you guessed it -- Friday (9/30) came and went with no roofer, and no call. I called the office three times well before the end of the business day (4PM), and even the cell phone of the guy who gave me my estimate, and got no response. At this point, I was completely frustrated. I left an angry message and spent the weekend looking for a new roofer (and signing up to Angie's List in the process -- something I should've done from the get-go!).
The next week, I got a call from the original estimator for the job. He informed me that someone had been out to my house on the previous WEDNESDAY (9/28). Even stranger, he was under the impression that I subsequently called them after this mysterious visit to say the roof still wasn't fixed, and so a "third" visit was scheduled for Friday -- the one that never happened!
At this point, I threw my hands up. I didn't know who came when. All I could do was wait again for more rain to see if the roof truly was fixed or not. None was in the forecast, however. In the meantime, New Look offered to send someone out again on Wednesday (10/6, a full two weeks after the initial repair) to look at the roof once more. "Sure, what difference does it make?" I said. I was told that I'd get a call when the repairman was done. I didn't hold my breath on that one...and it's a good thing I didn't, because no call came that day. Every time my roof was scheduled for repair, I was supposed to get a call afterwards. That did not ever happen.
The next day (Thursday, 10/7) the office contacted me. They said someone had been out and made additional repairs. I asked what those were, and the woman did not know. (Isn't that information you have when you call a customer?) She offered to find out and call me back, but in the meantime, she wanted to talk about payment. I had been holding off on paying during all this (can you blame me?), but I decided to pay the agreed price, since it seemed like they were at least making an effort (albeit a strange and confusing one). I gave her my credit card number, and sure enough, she did call me back and let me know what work was done -- work that was along the same lines of the original estimate.
So, did they re-do the prior work? Or was work not actually ever done before then? I didn't know, and I almost didn't care. I resigned myself to continue waiting for rain (it figures that in a year of record rainfall, we were in a dry spell when I actually wanted it to rain) to test the repair.
A few hours later, I got another call. It was a different woman this time, telling me that someone had been out on Wednesday to make repairs, and wanting to know when I would be submitting payment. Sound familiar? It should -- it was the same call that I got just a few hours before.
Was I living in The Twilight Zone? Or was it all just an elaborate prank? I wearily said that I just gave someone my payment information that morning. The woman said she'd ask around the office and call me back. She didn't. A few days later, they did charge my credit card (for the correct amount, whew!), so I guess they eventually did figure it out.
In the meantime, it STILL hasn't rained. However, after the last repair, I could definitely see a difference in the roof's appearance. I also got another roofer (a top-rated one on Angie's List) to come out and take a look, and he said that it looked good to him. While I won't know for sure if it's fixed until a good hard rain, it's looking promising.
So, to summarize:
MON, 9/19: Repair scheduled for Wed; was told I'd get a call when it was done
WED, 9/21: No call; discovered on Friday that roof still leaked just as bad as before
MON, 9/26: Was told someone would be out again by mid-week
TUE, 9/27: Was told someone would be out on Friday instead
FRI, 9/30: Nobody shows up
MON, 10/3: Was told someone had actually been out previous Wed, even though this was not communicated to me previously; was told I called after this visit and said roof still was not fixed (I still don't understand this part -- I'm of sound mind and generally know when I call people); was told someone would be out AGAIN on Wed and that I'd get a call as soon as it was done
WED, 10/6: No call
THU, 10/7: Confirmation that someone came out; I gave payment via credit card
THU, 10/7 (later that day): Asked again for credit card for some reason; was told I'd be called back; was not.
Is the saga over? I hope so. Based on visual evidence and word from the other roofer's estimate, it does seem like my roof is fixed. And I suppose New Look deserves some credit for honoring their warranty and continuing to visit my house (even though I'm not sure how many times someone actually came out). But even if the leak is gone, no repair is worth this kind of hassle. I would have paid double what I did to get a smooth, confusion-free repair experience. If you value good communication in your contractor, I'd definitely steer clear of New Look.
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