We originally received 3 estimates for the work. It came down to 2 vendors and we selected this vendor as we really felt the sales person did a great job stressing the things that were important to us; quality, reputation of the company, lifetime warranty, responsiveness and a huge selling point for us was their responsibility for communication with the insurance company as part of this work was being covered by insurance. The woman that answers the phone is wonderful - so friendly and nice you always feel great when you have to call. We need to say that as there are other people there we will indicate who are not so nice and we want to make sure we recognize the wonderful receptionist as she is a great asset to this company. So the process started smoothly and work was scheduled and the workers we met were wonderful. The lead for the roof was great and the lead for the door installation was too. They were nice and explained everything clearly. But it became difficult to reach the salesperson. In his defense, he apparently got hurt but the company did not have anyone step forward to help out. We had to repeatedly call the company to ask them to get in touch with our insurance agent, even though we had filled out what we needed to fill out to make them the point of contact. Our insurance agent has indicated to us and sadly to say almost a year out - is still expressing to us - Roofing and More is not returning her calls or answering her questions for more information. This is very upsetting as one of the biggest reason we selected Roofing and More was because they said they would handle all of the communication and we would not have to worry about it. This has been a deception and has not occurred. It is very upsetting to be misled and we most certainly were. On that note, we were also misled about the roof installation. We had an attic fan we had installed as our upper level was not cooling off. Heat was getting trapped in the attic area and the air conditioning was running all day long and not cooling off the upstairs, even though we had the air conditioning looked at and nothing was wrong. The attic fan solved the problem. Once we had it installed, our upstairs stayed nice and cool, even on the hottest summer days. So, when discussing the roof with Roofing and More, we were told we did not need the attic fan. We were told if the roof was built correctly, the heat would go out through the roof vents and we would have no issues. They actually convinced us the attic fan would fight against the roof vents. We were leary as we had seen first hand how the attic fan had solved our cooling issues in the past, but Roofing and More convinced us it had worked only because our initial roof had been built incorrectly. Not being roofing experts, we believed them. This was used as a negotiating point with the insurance company to get them to cover more of the roof cost and not get money for replacement of the attic fan. Well, today our upstairs level was a lovely 85+ degrees with the air conditioner running NON STOP. Yes, we have had the air conditioner checked again and it is working fine. So, either we were totally misled and we did need the attic fan as we had originally had it installed for this purpose OR the attic Roofing and More installed was not installed correctly. To make matters worse, when we contacted Roofing and More about this issue and the ongoing issues with their lack of communication with the insurance company, it took them 4 days to return our phone call and then the FIRST appointment they could find available to come and address the issues (yes, sadly there are MORE issues than just the roof) was almost two weeks away. So, we will continue to have to pay elevated cooling costs to cover the air conditioning running all day long to cool off our home as a result of an error on their part, We can only wonder how long it will take for them to correct the issues if it takes two weeks for them to come and look at them. Another issue we have is the door they installed is separating from the frame and the door doesn't shut. We have no idea why the door frame is coming apart only a few months after the installation but the quality of it leaves us extremely nervous. While the fact that Roofing and More offers a lifetime warranty on their work was a selling point for us, we were definitely not expecting that would be because there would be issues with the quality and workmanship just a few months after the work was performed. The last issue we had was with the unbelievably unprofessional and downright rude CFO. She literally started calling us for payment 2 days after the work was performed and right as we received the bill. As if that wasn't bad enough, she was cold and short when you did speak with her and she would literally call your house, your cell, your house, your cell multiple times in a row. Yes, like back to back to back to back. Truly unbelievable. Considering we paid MORE than the initial amount needed for the first part of the work and then they shipped the WRONG doorframe and we waited MONTHS for the correct one to come in to be installed, to start calling to collect payment 48 hours out is just unacceptable. It was insulting and rude and invasive of our privacy. We hadn't even had a chance to look over the bill. Then when we indicated they were not communicating with our insurance company and we were hesitant to pay until they had done what they promised they were rude that we would consider holding payment until they did their job. We need to point out for clarification that the payment was at no point during those discussions past due. These nasty unprofessional rude phone calls all occurred PRIOR to the 1st date due for the payment. What we find so interesting now, is once we did pay, they did EXACTLY what we feared and communication has been next to impossible and they did not finish following up with the insurance company nor did they provide all the information the insurance company requested. All in all, there were some wonderful employees at Roofing and More. Upon completion of the work, everything seemed good. We liked the workers who did the work and the initial work that was performed. Sadly, less than a year out from the roof and only about 6 months out from the final door installation, we are having major quality issues. The unresponsiveness and lack of concern from the company is upsetting and disturbing. We waited a while to submit this review as we initially planned to submit it when the CFO from the office started harassing us for payment and displaying rude and unprofessional behavior but we did not want to have a knee jerk reaction to one bad apple in the bunch. But now that we are experiencing significant issues with the quality of the work, both items, the roof and the door insert, continuing lack of responsiveness, and failure to follow up and through with the insurance company, we had to warn others to make your decision very carefully. If by some chance these issues are resolved as we tell our children, right away, all the way and with a cheerful heart, then we would be more than happy to update our review with the happy news but at this point, it looks very unlikely. Our next door neighbor had some major work to do and 2 doors down neighbors decided to get a new roof and both came to us to ask about our selection process. We shared all the information we had from our 3 estimates and recommended they use our second or third choice. It is embarrassing and disappointing to not be able to recommend the vendor you chose. We wish we could recommend them but we just can't. Beware of Roofing and More as they are not what they first seem.
Description of Work
We had the entire roof replaced and the whole front entry way door, storm door and surrounding transom windows replaced.
roofing, replacement windows, doors
First, let me say that I am truly sorry for our lack of communication and for the misunderstandings that have occurred to this point. Second, I want to thank you for your review. Though it pains me to read it and to know that you have had such a negative experience with our company, it is necessary for me to know and I appreciate you taking the time to write this. It is my understanding that you met with Todd Shaffer our General Manager on June 20, 2014 and that we are scheduled to resolve the issues for you on July 2, 2014. I am fully confident that they will be addressed and resolved completely to your satisfaction. As the president and owner of the company, I will personally investigate your statement about the insurance company calling and not receiving return calls. I will ensure that we take measures to bridge the gap so it does not happen again to someone else. Regarding the attic fan, I am sorry this has been such a troubling issue, but the information your project consultant gave you is correct. Any ventilation expert will tell you that you should not have a ridge vent and an attic fan on the same roof. There have been times that we find this to be the case, but as GAF Master Elite™ certified contractors, we must follow the guidelines of the industry, the National Roofing Contractors Association and the manufacturer. This will be discussed and resolved in your meeting with Todd on-site. As for the unprofessionalism of our CFO, I can only say, knowing our people first-hand, that I consider this poor performance a failure on our part. I will own that and we will make it right, but we do not and have never intentionally misled or deceived anyone. Again, I am truly sorry, but do have full confidence that all your issues and concerns will be addressed and resolved to your satisfaction. We hope to earn your positive review once this has happened. Sincerely, Kyle Hoffman President, Roofing & More