AAA-1 ROOF CARE

Fabulous work done by their Service Technician - Leo. Office Staff and Randy were wonderful to work with.

Great! The roof looks like new again.

I have used this company for years for cleaning and minor repairs. After looking at other companies and not knowing how trustworthy any of them are, I decided to check this company's web site regarding roof replacement. For some reason I had been under the impression they were more of a maintenance company and that may have been the case years ago but is not now to my great relief. I have a classic split-level house on a sloped lot and you really can't see the roof from the street so when my neighbor to the south said he had been on his roof and mine needed repairs recently, I knew I had better get moving. I knew it was about due for replacement but just hadn't gotten to it. Anyway I had AAA-1 take a look and was told they could repair it and it might last another couple years but they recommended replacing it and gave me an estimate for both options. I decided to go with replacement. I was waiting for a call to schedule the work when I got home on a Monday evening to find a message saying they were coming Wednesday to start the work and I needed to be there. That was a bit disconcerting but when I called the next morning to say I had to be at work and could we schedule it start it a bit later when I could work from home, we scheduled it for the following week. It was supposed to take a day to a day and a half but it actually took the better part of three days. The roofing materials showed up bright and early the first morning but they couldn't get their nifty truck up my steep driveway nor could they put the conveyor through the electrical wires but at least they were able to deposit everything next to the house at the top of my driveway. The roofers did not start until afternoon and I'm told they were waiting on a dumpster which did not arrive until the following morning. The second day the roofers could not start until mid day because it was just too cold. On day three clouds moved in so it was warmer and they could start in the morning. They worked until well after dark all three days including the last one when they did the clean up. They did a good job on the yard given the lack of light to see by and did well with the driveway too. I couldn't see if they used the metal detector for nails but I haven't found any so they must have. The one thing they didn't do until the following morning (the fourth day) was remove the dumpster. The dumpster was parked right in front of the garage doors and there really wasn't anything else they could have done. Over all they did a good job and I wouldn't hesitate to use them again. They warned me about the potential for drywall damage in sky lights and I did get damage to one but what I didn't think to do was put down plastic under it before they started. Also, it was quite loud, louder than I expected, while they were working and things vibrated. If I had pets or small children I would have wanted to relocate them elsewhere. Fortunately I have a technically basement first floor and it was considerably better there than on the main floor.

completed on time. good response time.

The roof looks great! The cleaner was very nice. We had a couple of issues and the company was very responsive in trying to remedy. 1. when they came back to oil, the oil dripped down onto our white trim and left drippy light brown colored oil marks - they came back and cleaned the trim. Looks great. 2. after pressure washing the roof, they need to rinse down your windows, siding and doors because dirt from the roof ends up all over your windows and siding. The water seeped into our window frame and sliding door frame so much so that water was actively dripping and pooling on the inside of the window and door - the door frame warped a bit for a couple of days and then returned to normal. All is fine now with the window and sliding door. Just an fyi to those out there that this will happen and it will get better. They warned me about this in their paperwork... I just didnt realize how much water would actually come into the house. You should be home when they do your roof to catch any water that pools or comes into the house. 3. In the process of washing the roof, paint from the siding of the house chipped off which was super disappointing since we just had our house painted last year. They claimed that the house paint was chipping before they even started to clean the roof which I guess could possibly be the case although it was hard to believe since we just had the house painted last year. They offered to come out and touch up the paint that was chipped. They were very responsive in trying to remedy the situation. We didnt ask them to touch up the paint because I want to hire a painter to do this job.

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Short story:  AAA-1 Roofing's customer service is awful when issues arise.  The service performed on the roof was fine, but the process of addressing a concern was terrible and I do not feel it was satisfactorily resolved.  I believe they had a mix-up in scheduling or something, and a portion of the service that I paid for (over $700) was not performed prior to my bringing it to their attention nearly three months later. I noted significant difference in the look of my roof when I compared the results of my roof with those of my neighbor who had the same service performed.  They refused to acknowledge the error or offer to make any restitution, they simply did the missing service ("again" in the words of the office manager), as they could not furnish proof that the service was in fact provided. When the service was performed, my roof had a significantly different look to it, confirming my suspicions.

Long story:  We had AAA-1 Roofing come to our house to clean and oil treat our shake roof.  They came on 6/7 to perform the service, and I paid for the entire service.  Afterward, the roof looked fine, no leaks, and the clean-up was good, so I didn't think twice.  Until almost three months later when our neighbor hired them to do the same service to their roof.  In speaking with the neighbors they said that AAA would be coming out a few days later to oil the roof.  

This made me stop because I was never aware/informed that the oiling was to happen a different day from the cleaning, and I had been seeing our roof look blanched throughout the summer, but I chalked it up to my inexperience.  I also could not recall any subsequent communication from AAA about the oiling being completed.  Once our neighbor had their oiling performed, the difference between their roof and ours was night and day.

This is where my complaint begins.  The customer service provided once the issue arose was appalling.  The office manager is not skilled in dealing with issues or escalations.  Her initial response, when I said that I suspected the oiling wasn't done, was "oh my, well you paid for it, we better make sure it gets done".  She took a day to "look through the paperwork to see what happened".  She called back the next day and said she couldn't find anything definitive on this, and she'd have to wait for the owner Randy to look through payroll records.  When I broached the topic of some restitution, she was snide saying "well, it wasn't intentional!".  As if there is no responsibility for them to ensure that services are performed as contracted.  That it wasn't intentional only shows that they aren't nefarious, it doesn't mean that they weren't negligent.  ISSUE 1:  Poor records management and tracking.  

I had to call THEM three days later to get an update.  ISSUE 2:  Poor communication and ability to set expectations for the customer.  The office manager made all kinds of excuses, about the owner being busy with quotes, and she had barely seen him, etc., etc., etc.  She said she had talked to Gilbert, who was saying that he did oil the roof.  When I challenged her, that perhaps he mis-remembered, based on what I was seeing with my own eyes, I got a snide comment "He is 34 years old not 80!"  She made various comments that did nothing to address my concerns ("If only you met him, the owner is a really nice guy, I've been here four years", "well, you know the oil is really expensive", "we had office turnover about the time this happened" etc., etc., etc. )  She said the service provider would come out to the house sometime to take a look and verify whether he did it or not. ISSUE 3:  Dodging the issue with lots of irrelevant information and excuses, which only left me confused and unsure as to what to expect.

Then I had to call THEM again three business days later (plus a long weekend) for another update.  As it happened the provider was just pulling up to my house, luckily I happened to be home.  They didn't let me know when he was coming.  All he said was that he remembers coming to our house, and he'd come again in two days to put oil on.  When I called the office back, they were again snippy confirming that "they would come back and put MORE oil on our roof, you should have a VERY well protected roof now".  She also made sure to rub in that they would make NO restitution for this, that they were going out of pocket on the "very expensive oil" doing it a "again".  ISSUE 4:  Despite no proof on their end that they performed the service before (only the word of the person that would have made a mistake should he not have done it), they would not acknowledge my observations as valid.

Two days later, they came to do the oiling.  After he put the oil on, it was APPARENT that oil had not been applied previously, as the look and color was now similar to my neighbor's, and much different from before he applied it.  When he was finished, he came to the door ASKING HOW I WANTED TO PAY! 

When I called the usual number on Monday after the oiling, it seems my number was blocked as it kept going straight to voicemail during business hours.  When I called another number for them, it conveniently went through.  ISSUE 5:  Actively avoiding direct contact with the customer, and never proactively following up with me to try to resolve the issue.  

When I confronted the office about how different my roof now looked, she had no explanation, saying "I don't know how", yet would still not believe that perhaps they made an error and never did the service before I caught it.

All throughout this process I've asked to speak with the owner, however, it seems this is also being avoided.  Had the owner come out in the first place to inspect the roof, and validate based on his professional knowledge whether or not the roof appeared to be oiled or not, and then proceeded, most of this could have been avoided, including my angst, time, and frustration.  It has been three days since my last call where i insisted on speaking with the owner and I am still waiting.  The office manager again here made all kinds of excuses and avoided giving me anything to expect, saying the owner was busy doing things like taking his kid to school... I am unconvinced that he is actually even aware of this situation.

The office manager stated that she was going to have the service provider "prove" that he did the service by showing phone records that indicate that he called me after providing the service.  It has been several days, and I have not heard anything about the results of this, nor does it actually prove much of anything in my mind.

AAA-1 needs to shore up their business processes and records keeping, and they need to look at what customer service really means.  My experience was nothing but frustration, and I had to be the one to hound them only to deal with their unprofessionalism and defensiveness.

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There's no question that these people know what they are doing. They are quick to get out estimators and quotes. There's a fair amount of salesmanship - "special deal if you book in the next three days" - I don't know if that's seasonal or when they are slow or if it's just their schtick. One thing that I like is that you don't have to be there for either the estimate or the work being done. Leave a signed agreement and check under the mat and you come home to a clean roof.
I received a $2,500 quote for cleaning and treatment with a five year product. Perhaps it's worth it. I'm used to a fraction of that for pressure wash and Shakelast, which I've done myself in the past. I know that my roof is larger than the average 1900 square feet that most ads allow for when they quote $250 for your whole roof, but still expected a much lower quote. My past service was an effective pressure wash, but it rained inside the house because the provider didn't understand a vented roof. AAA-1 will also do pressure washing if it makes sense.
I was intrigued by what they say is a unique, high volume blower system. I've been on the roof with a leaf blower and it gets rid of branches and needles but not in the crevasses. The "blow dry" method of high volume air from a trailer is very effective. They do a very good job of cleanup around the house. Make sure you follow the instructions that they send you for prep, and ask them to bring tarps for large plants or gravel areas (I forgot to do that...). All in all, I think this is a "you get what you pay for" situation.
One thing that I didn't like, although I don't think it's unfair, is that it's obviously not advertised but the price is negotiable. When I called to say that the price quoted was 40% higher than the next bidder, I was immediately offered a nominal discount. There was also a discount for paying by check and booking service early. I'd rather just get a fixed "best price" and not have this be like a car buying experience, but it is what it is.
All in all a good experience with AAA-1.

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Not too impressed with this outfit. I chose them because they cleaned the roof of my previous house a few years back, and they did a good job back then for a decent price. After getting a quote for 2900 sq ft of roofing to clean, I went up and measured it myself, it was barely 1500 sq ft. Talked to Randy about the quote, he lowered his estimate to 1900 sq ft, which put me in line for their $299 cleaning special. Fair enough.

An hour before they were scheduled to come do the work, I get a call, telling me they had made a mistake, and the estimate was $175 more because my roof was "extra extra dirty". My roof was no dirtier than normal, it had some pine needles and moss, but isn't that why you hire a company like this? It was cleaned by a different company barely a year ago. They blamed their accounting system for this error, not sure how is this my problem. I had no choice but to accept, as I needed the roof cleaned, I had a gutter company coming in the next couple days to install new gutters all around the house and needed to get this done. Otherwise I would have cancelled on the spot.

Contrary to what their website states, they used a pressure washer to clean the roof, not the low pressure high volume technique they claim. The work was to include moss treatment, but I saw no evidence that anything was applied to my roof, I was watching the guy work, saw no sign of a liquid or powder, no smell, like I have seen with other roof cleaning companies I have dealt with. On the positive, they did a decent job of cleaning up afterwards, and their receptionist was very pleasant, but that's it. I Would not recommend this.

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My cedar shake roof is about 15 years old and had been maintained well by the previous owners of the house but needed a major overall. Rather than pay over $20k for a new roof, I decided to do all the necessary work to ensure the roof lasts another 15 years or longer. After contacting a few providers and getting estimates I decided to go with this company, mainly due to the fact that they seemed very experienced and had top notch customer service. Karen was great! The process was spread out over a few weeks and had 3 phases. First was replacing damaged shakes, followed by a low pressure washing of the roof and applying Atco shakelast to reply bugs and moss. I used the max suggestion of 9 bundles of shakes to ensure the roof is fully repaired for years to come. AAA uses a pre-treated shake while other companies that gave me estimates use a white looking non-treated shake, costs a little more but well worth it if you want your the shakes on your roof to match in color. The crew cleaned up nicely as well, washed off the driveway and sidewalk. Second phase was the color treatment, make sure you ask for Diego, he was great and the roof looked like new after the cedar tone color was applied. A week later was the third phase, which was to apply a Chevron oil treatment which helps repel water and preserves the roof. Diego showed up on time and applied the oil. I'm very happy with the result, my roof looks like new, best looking roof in the neighborhood! AAA was on time, performed the work as they had said it would be done, and provided friendly and knowledgeable customer service. Thanks guys!

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The service man came as scheduled, did what was promised, and cleaned up well after.
We were given detailed instructions and description of the services to be performed.  Contact with the office manager was easy and prompt by email.  She supplied us with an MSDS data sheet for the chemical treatment used as requested.  
Another company on Angie's list refused to give us the MSDS data sheeet, claiming proprietary secrecy.  The chemicals they would have  applied to our roof and yard would be totally unknown to us.  We chose not to work with a company that would not disclose what they were going to use to clean our roof.  .
We paid the sum agreed upon in advance to the Aaa-1 service provider at the end of the job and were very satisfied.

Lenne was on time; actually early, and did an excellent job cleaning both roofs.  He was competent and the price was fair for a difficult, dangerous job.

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It went very smoothly.  The company has office staff who received my phone call and set up their representative to come out and give me an estimate.  He showed up as scheduled and spent a realistic amount of time evaluating the work to be done, including scoping the roof with binoculars to check for existing damage, etc.  He was very personable, gave me a breakdown of costs and explained how the work would be done.  I was impressed with his professionalism and that of the company.  This is the main reason we choose AAA-1 Roof Care over the other companies we contacted.  The office staff and I worked out a convenient time to have work done and Lenny - who has worked for AAA-1 for over ten years, was assigned.  He arrived right on time at 9 a.m. and got right to work.  Office staff thought it would be an all-day job but he was done by 1:00 p.m. 

The roof looks like new.  The porch and driveway still has a few spots that were missed but nothing major.  It all looks really nice and clean.  Lenny had noted leaks in two of the gutters and said he would put some silicone in each leak after he cleaned them but he forgot to do that.  We have some silicone and will do that ourselves.  He did a really nice job on clean-up, also power-washed a large outdoor mat that had accumulated some mold.
We were surprised that the entire job took only half the time anticipated.  In view of that, we felt that the fee for services was quite high.  The amount paid was exactly what we anticipated and there were no add-ons.