My first surprise was to see that they used subcontractors which wasn't my expectation, specially from a company like M&S. The guys were courteous and I was able to get the full story from them because I am a native spanish speaker :) In the same maner I was able to understand how much mark up price I was paying just for the M&S name... but at the time I trusted that was fine, I was paying a lot more because I knew they would take care of me if there were any issues and because of the warranty (I was naive and didn't do my research comes out that 1 year of warranty on roof workmanship is NOT the standard at all and thats what was on paper). The M&S project manager was in my house 2 times to check on the sub contractor's work, of which one was to make sure I gave him the last payment, he didn't check the progress of the work in detail, I had to do that my self as much as I could (got on the roof and everything) and with my limited knowledge of roofs, of course I must have missed something, or the subcontractor overlooked something important because this came up later. A year and 5 months later... the roof is leaking in the room that is destined for my newborn girl, and some of the issues that were supposed to be taken care of I reached out to them for help, explaining my situation (the baby was born a few days before I called) the sense of urgency was not taken seriously, I was told I was going to be called back a couple of times and never happend, instead they were very clear in letting me know that my warranty was for 1 year only on the labor/workmanship and that only the materials had 25 years of warranty which was from the manufacturer.. so even if the material was the problem (which rarely is) they would still come and charge me for any repairs, including charging me for the inspection and estimate, in other words like a completely new project. Meaning, it made no difference to them, the fact that their brand new roof replacement lasted me such a short time and is leaking (with no aparent damage from an external agent) is really unacceptable, I cannot come to terms with the fact that a company like M&S can take no responsibility saying its out of warranty on a roof job that is so recent. I started looking for a new roofing company and most of them actually give way longer workmanship warranties and have no subcontracting. (see more updates below) Conclusion, paying the extra for the "confidence" factor the M&S was supposed to bring me, was pointless... I could have gotten the same job done with the same (or better) quality for 3 times less. Right now I am looking for a new roofer to come fast and fix this for me that really cares about quality and who really takes their commitment to consumers seriously. UPDATE (9/27/2011): I have consulted with various other roofing contractors/companies, not only the warranty factor is agravating given the fact that the standard in the industry for a roof replacement is at the very least 3 years (I have quotes from companies that give 5 to 10 years as well) but they have very diligently pointed out to me how the ridge vent that was installed was the lowest quality (cheapest) but it was also not the proper one for my roof. On top of that it appears to be one of the origins of the leak. Additionally, the flashing they did in my chimney is inadequate and probably is leaking as well. Water sits in the edge of the chimney, back then they told me that was OK and that there wasn't much else to do, but it comes out that is NOT OK and actually they should've installed a "cricket" to deviate water from the chimney edge out, again they subcontractor took the quick way out and did not do this either. In summary: - a new leak due to improperly installed ridge vent - failure to replace all bad plywood pieces and in consequence not addressing all leaks and accelerating new shingles decay. - improper replacement of flashing in the chimney postponing the existing leak and the list goes on... UPDATE (9/28/2011): I contacted directly the owner of M&S to see if this issue was something out of the ordinary and seeking his help in resolving this issue. He has been extremely responsive, immediately after I sent the letter to him he replied and assured me they would take care of this. Today he called me personally this morning and again reassured me I would get what I paid for and fix this for us. I appreciate a lot that he is taking care of this and shows that he really cares about his customers. I'll update this post again with the outcome of this experience. UPDATE(8/15/2012): Winter has come and gone, spring and summer have come and almost gone... after my talk with the owner, he had the guy who was in char in my project back in 2010 take responsibility and fix the issues in the roof. They came, did some of the fixes the other roorfers had recommended (specifically and more importantly replacing the ridge vent with the adequate one. But they did not do anything about the bad plywood pieces or the flashing. Never the less, the leak has not come back. They told me to try it over the fall and winter and make sure it was gone. In deed it was fixed, and then I called them because they had committed to fix the ceiling dry wall that was affected by the bad job. The person in charge was no longer with the company, yet he was extremely decent and professional and came and had one of his guys (in his new company that he started) fix it for free. So in overall this was a positive experience, although next time I will probably go with contractors that are specialized in that particular job to avoid issues like the ones i had... I have updated some of the scores, but cannot in good conscious change the scores around price and quality.