Cloud Roofing

A gregarious, polite, estimator (best of the three we contacted!) came, shortly after the April 2016 hail storm, offered good recommendations, and we signed a contract, then... nothing. Emails not returned. Phone calls not returned. The height of ignorance/arrogance came when, in April of this year, they contacted me to say, "It's been a year... better call your insurance company for an extension...!" I did. Insurance folk said, "Oh my! What's wrong?" Then I called Cloud. The guy, who'd called me, wondered politely/naively if something hadn't been done. I said, "Nothing's been done! We're still... waiting for our new roof!" He said, "oh my, let me check and I'll get back to you...". We're still waiting. We're not waiting any longer. It's been - if that's possible - down hill from there. We're now working with a different roofer. They - wonder of wonders - return phone calls, emails, and set specific deadlines. And meet them.

Very well.

I don’t even know where to start with this company. All I can do is recommend you take your money elsewhere. Don’t fall for their “we’re local” sales pitch. I contacted this company to receive an estimate for a new roof after the recent hail storm. They told me that someone would get in contact with me in roughly 7 days, and set up an appointment for estimate. After 2 weeks have gone by, I call them back up to find out why I haven’t heard anything back. They tell me they will contact the estimator I was assigned to (Chase), and find out why he hadn’t contacted me. Later that day I receive a call from Chase and we set up a 1300 appointment on a Saturday. The appointment time came and gone and he did not show up. He did not call me. He did not answer his phone when I called him. He did not call me back after I left a message. Nothing!!! At this time I should have realized what type of company this was and just went elsewhere, but my foolish self gave them another chance. I called the company back after Chase ignored our appointment and they set me up with an estimate from a Keith. Keith came out a few days later. My house had a full tarp on the roof prior to Cloud roofing coming out. This was done by another company and was done to stop any further interior damage. I told Keith that I prefer he didn’t walk on my roof because I didn’t want the tarp to get messed up. I told him that I already provided Cloud Roofing with the USAA estimate so they already had the dimensions of the roof. He said they had to get up there and take their own estimates. Also while he was at my house the rope to his latter broke and he left it in my driveway for me to pick up. So a couple days go by after Keith was on my tarped roof and I noticed the tarp had started to come undone and was coming loose. This was on a Saturday and we were about to get rain later that night and on Sunday. I called up Cloud Roofing and told them the tarp is loose after their employee walked on it. It’s no biggie, I just need them to get someone out there to nail it back down before the rain comes through. They called up Keith and called me back. They tell me that Keith said “he did not touch my tarp.” Seriously!?! My entire roof was tarped. It was impossible for Keith to be on my roof without being on the tarp. I explain to them that I need someone to come out and nail the tarp down. They then tell me that they “do not have anyone on Saturdays,” and basically they are sorry. So the storms come through. The tarp gets blown off and blown to pieces. And I have water coming into my house all because of this joke of a company. After the storms I call them up again to see when someone can come out and patch the roof leak since the tarp is now gone and since it is no longer a “Saturday.” This first person I talk to tells me they will move me up and will repair my roof in a couple of weeks. I tell her that’s fine but I need the roof patched in the meantime. She says they will call me back. I then get a call from Keith and he asks why I need it patched because they will be repairing the roof this week. I tell him that is not what the last person said. She said a couple of weeks. He assures me that she was confused and it would be within the week. The week passes and I hear nothing again from this company. I once again CALL THEM the following week. The person I speak to tells me the supplies are on order and it will be a week or two. I try to explain everything to here. Again, it is fine if it is a couple of weeks, but we are to be getting rain and I need my roof patched in the meantime. Why is this hard to understand? The roof only needs to be patched because your guy walked on my tarp and cause it to break away from the house. Keep in mind, I had asked to speak with the owner on multiple occasions. I was told he was not available and they would relay the message and he would call me back. Not once did he even call me about the issues. He showed no interest in knowing how his company was handling business. Showed no interested in fixing these problems. This is the kind of man people are choosing to give their business to. After I explained to this girl about needing the patch on my roof while we wait these couple of weeks for the roofing materials, they put me on hold. A guy gets on the phone. It is someone I had not spoken to before. He did not introduce himself. He simply said they will do my roof on Wednesday. It will be done that day and before the rain. He did not apologize for anything. He did not have any amount of remorse for what I’ve dealt with to this point. And although he never made mention to who he was, I am pretty sure it was Mr Ken Cloud. Wow dude! Some businessman you are. As told, they came out the day the promised and completed the roof. They got most of the debris but I had to pick up a few of those circle things with staples through them. Maybe about 7 days later though, we are coming home and there is a large truck with a flatbed parked a couple houses down. When we get out of our car the drive approached us and says he is delivering our roofing materials. Not sure what happened there but we turned him away as the roof was completed about a week ago. Yet another perk with this company I guess. Double roofing materials!! So a few weeks go by. I wonder if they are ever going to pursue the other 50% payment I owe them. They finally contact me to set up an appointment for “final inspection” and to collect the last of the money owed. Their guy comes out at the appointment time. He was actually about 45 mins early but hey, it’s better than the no show they did before. He did not have a business sign on his vehicle. He did not have a business shirt on (that I’m aware of.) I cut him a check and asked if he was going to inspect the roof. He told me he didn’t need to. Ok, I guess. Just realize that this company doesn’t need to do any job finishing inspections. And finally, I call this company up last week to get a receipt of some sort from them. The roofing job was more then what the insurance company said the job should cost. So the insurance company needs a receipt and something showing exactly what was done. USAA said they have no problem paying the difference, they just need to know where that difference in amount is coming from. So I call Cloud roofing and they said they would email it to me. Well you guessed it, a week goes by and nothing from them. So I call them up AGAIN this morning and they get my email address AGAIN and say they will email it to me. The cherry on all of this is the person I spoke to this morning says that “they do not do itemized receipts.” So I am not even sure now if I will have the documentation required by the insurance company. Don’t fall for this companies “we’re local” sales pitch. Local does not equate to competence. You are probably better off hiring a storm chasing company. This company is a disgrace to San Antonio.

Not well. The crew they sent did very sloppy work (left tar all over the roof) and didn't perform all the tasks.

This may have been a good family run business prior to this year’s hail storms, but after their growth to handle the increased business they are one of the worst companies I’ve dealt with in quite a while. If you read this steer clear from them. I have an elderly couple that came to me for help because this company never finished their roof nor did they ask for payment after more than two months. They tried numerous times to talk to the foreman but were continually blown off. They were afraid that the company would sue them for payment and never finish what was paid for. The company HQ/office blames the home owner because they did not call the business to get help. After numerous calls and promises from the company, we are still in the same place. They maintain an attitude when you deal with them and continually try to blame the elderly owners. They left this couples roof in disarray and after I checked the attic, almost set them up for an early death. The Heater fluke was knocked off the roof, by the roofer, and if started would have dumped carbon monoxide into the house quite possibly killing them. I’ve asked them to have the owner call me and numerous times they assured me that it would happen. After over a week of my involvement, no call. Taking advantage of this elderly couple like they have is a shame.

Terrible. This company tarnishes the integrity of Angies list. They sent a crew to my house that had a 12 year old, 15 year old, and a 27 year old. This crew was from Mexico. I talked to them to find out why the children were not in school. They said they were an uncle, and two nephews from Mexico. The roof was rippled due to how they laid the paper underneath. The shingles were not secure and several have fallen off. The work around the chimney was poor and now there is damage. This company refused to honor their contract, were rude, and refused to do anything about it. This company should not be on Angies List.

The work they did was fine. They can't give you a definite date that they're coming out. They just give you a call and tell you when they're coming and then they show up and do the work. I personally would not call them, but I think my father would. He is satisfied. We had them come out and do an estimate and we agreed to do the work. They said they couldn't get to us until August. First it was July and then it was August. They said that they would come out and deliver the materials. They said we would get a call either one or three days before they did the work and delivered the materials. We waited for a call and finally got one on 4th of August. On the 5th, the shingles were delivered. Then, on the 11th, they were supposed to show up at 7:00, they came at 9:30, they quit at 6:00 and then they came back this morning and finished from 7:00 to 10:30. As far as communication goes, they could have been a bit more definite about when they could show up and also be a little bit more reliable on when they did show up. I just felt that it was free floating nebulous that I really couldn't get hold of. My father felt that it was fine. He is 92 and he went to work and left me to deal with it. So I ended up having to cancel all my appointments for this week. I didn't find it very satisfactory, but perhaps all roofing companies are that way, I don't know.

The crew took only one day to do the job, and did a better than average clean-up, missing only about a dozen nails in the yard. My only real issue was the crew showing up one day before the previously announced date.

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I had a raccoon tear up my roof on Saturday, December 26th.  I called Cloud on Sunday, December 27th to make certain I got on their schedule early in the week because it was raining.  I have been a long time customer of Cloud.
Cloud called back on December 28th and claimed to have a 6-8 week lead time UNTIL I said I was an existing customer.  The girl who answered the phone then said she would give the information to "Louis" and he would call me back to schedule an appointment.  I still haven't heard a word from them so I called back early this morning and left a message.  Cloud has not bothered to return my call.
I also needed Cloud to inspect the rest of my roof in anticipation of having solar panels installed.
I would not recommend Cloud.  It is sad because they used to be a reliable company.  It seems when sole proprietor companies get successful in San Antonio, they typically fail because they don't grow their process and procedures to match their customer growth.   I would have happily told this to Ken but, even though I asked for him to call me, he did not.

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He came out review the roof, gave me the very reasonable fee and I had him replaced the panels. He extremely polite, and professional.

Pleased with all the work and felt sorry for the crew when they encountered a beehive in my rafters.  In spite of the bees they completed the work and I was more than satisfied with the job.

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*This review is completely accurate, I have the phone logs/text messages as evidence*

1st day they called and said they were going to be working on the roof and to ensure that no vehicles were in the driveway, no problem we ensured they were moved. I got home that afternoon and no one had come to the house. I called the owner who had contacted me and he stated that they had car trouble and he wasn't sure when they would have it fixed, but would contact me. Did not have an issue with this, things happen.

The next day at 6:30 in the morning, my door bell is ringing because they are there and I need to move my car. No warning, that is what I got to wake up to. Figured, well at least they are here.

Then I got home that day and they were gone. I have no idea weather they were done or not, worked looked done so I assumed they were?

My husband called me the following morning and asked me what as going on because our backyard was trashed with roofing nails and material (we have dogs back there that could of stepped on them).

I contacted that owner, who stated "oh yeah, I was going to call you"..."you have dogs and the roofers were scared of them". Ok, BUT you couldn't of called to tell me that and/or give me the opportunity to put them up? We advised him that we needed them cleaned up so my dogs would not hurt themselves. The owners advised me that they would be there at 2 pm to clean up, my husband put the dogs up. While on the phone with him, I asked about my gutters. His response where "what gutters"? I advised him that gutters were suppose to be in my quote (have the email correspondence as evidence) and he they says "I'll have my gutter guy get with you".

I got home and assumed they had done what they told me was going to be done, so I let the dogs back out. Around 8 pm that night my door bell rings and they are there to FINISH the roof and clean up there mess.

I get a call on 6/30 for payment and I ask the guy, well do you even know if the gutters were done? Do you know if you submitted the claim to my insurance company? I get "Ummmm, let me get back to you".

So I call the gutter guy MYSELF and confirm that the work has been done as well as follow up with Cloud to ask them to submit the claim to insurance so my insurance will cut me a check.

This whole process has been HORRIBLE, total lack or communication and caring for the customer. I felt like the whole time they had NO idea what was going on and I had to do all the work to find out.

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Friendly and professional from start to finish. Quality of work unmatched. Always punctual, and finished on schedule. Provided on-site assistance and advice for free seven years later.

Had an inspection and as I suspected I had major Hail Damage from the many storms in our area. Cloud Roofing came out and gave me an estimate which was under what the insurance company paid out. They helped me with the deductible and gave me some choices on the color and material of the new roof. The material was delivered and less than a week later they just showed up and started working. I was surprised how quickly they finished, less than 6 hours.They had tarps surrounding my house to catch all the debris and when they were done they had cleaned up everything. You couldn't even tell i had any work done. They even trimmed a few tree branches that were very close to the roof. I am completely satisfied and will call them again in a heartbeat. My roof looks GREAT!