It is concerning when professionals do not take responsibility for their actions or take pride in…read moretheir work. Unfortunately, this reflects the level of maturity and professionalism I experienced with Crown Exteriors.
While Crown Exteriors ultimately resolved the issue, this review is specifically about my experience working with Drew Krueger, who served as my project manager. I would highly recommen not working with him. If he was your project manager, I urge you to carefully verify that all work was completed according to your contract.
Crown Exteriors replaced my roof in September 2024, with Drew as the project manager. I was aware there were soft spots beforehand, but during the process, additional damage was discovered. I was told all plywood would need to be replaced at $75 per piece, resulting in $4,200 out of pocket expense that insurance did not cover.
A month or two ago, I noticed water entering my garage near the chimney. While unrelated to the roof, I went into the attic to inspect and discovered that not all the wood had been replaced as stated in the contract with Crown, there was a mix of new and old plywood.
I called the company weekly for two weeks without receiving a response, despite the work being under warranty. I then contacted Drew directly. It is also worth noting that this company offers a $100 referral incentive, and I had to follow up multiple times between 2024 and 2026 because Drew failed to send the payment to those who referred me.
After several attempts to contact, Drew scheduled a visit for 10:00 a.m. on a Monday. A crew member arrived on time; Drew did not. He arrived 20 minutes late without any communication. The crew member confirmed that not all plywood had been replaced, and they proceeded to inspect the roof.
When Drew arrived, he did not greet anyone and immediately began raising his voice, insisting, "replacing all plywood wasn't in the contract." I had the contract available, and both my brother (who has construction experience) and the crew member agreed the work was not completed correctly. Drew then stated he could not "babysit the crew all day" and said he would follow up. He did not.
For six weeks, I had to initiate weekly contact for updates. At one point, Drew said he would follow up the next day and did not. It ultimately required a 45-minute call with the office staff to escalate my concerns before I received a response.
When Drew finally responded, he claimed he had communicated effectively. When I provided documentation of our communication, his response was dismissive and passive-aggressive, stating, "I'm sorry you feel that way."
The owner later contacted me and confirmed the company would cover the cost of correcting the issue, which was appropriate. However, I was also told that Drew has ADHD as part of an explanation for his behavior. I want to be clear: many individuals have ADHD and still demonstrate professionalism, accountability, and respect. That was not my experience here.
Additionally, the referral payments were not issued until I escalated the issue to the owner, nearly two years later.
In summary: if you hire Crown Exteriors, I strongly recommend ensuring Drew Krueger is not your project manager. If he was involved in your project, carefully verify that all work was completed according to the contract. My experience required significant follow-up, escalation, and advocacy to reach a resolution.
