I have never experienced such horrendous customer service in my life.
Initially, we felt very comfortable with this company. The estimate and pricing was extremely competitive. We established a tentative date three weeks in the future for shingle installation (for the last week of May 2018). We also got an estimate to send to insurance to replace facia and soffits as a result of the May windstorm.
We made it clear that it was extremely important to adhere to the timeframe that we had established during our initial estimate/consultation due to the fact that we were going to put our house up for sale and upgrading our roofing was an important part of getting our home market ready. We wrote a cheque for deposit which was cashed by them the next week.
Three weeks came and went, we did not hear back from the company regarding setting up the installation of shingles. After five weeks from our initial meeting (and two weeks after the installation was to be completed), I reached out to Kelly on June 16th to ask about the installation that was now extremely overdue and to request a detailed estimate (noting specifically the details that the insurance company had requested) for facia and soffit replacement as the initial estimate they had given me did not have sufficient the details required for the insurance company.
Kelly told me that I would receive a detailed estimate early that week. She also said that the reason for the delay was because she was waiting to hear back from me about insurance before installing shingles. However, during the initial consultation she made it clear that they were separate teams who would install the shingles and the facia, and it did not have to happen on the same day. When I reminded her of this, she backtracked and said that they were extremely busy recently. I told her that I understood, given the wind storm a lot of roofing businesses are probably pretty overwhelmed. However, it does not preclude businesses from honouring agreements or letting customers know the timelines need to be adjusted at the very least.
On June 23, I emailed Kelly again as I was still awaiting the estimate that I had requested over a week prior. She replied and told me that I would receive the estimate on Monday (the 25th of June).
On July 3, I called Kelly and followed up with an email requesting the estimate once again. Again, I did not receive the estimate even though by phone she said she would send it immediately.
On July 10 I called and emailed her again to request the estimate, noting my growing frustration and letting her know that I would post a review. On the phone, I also cancelled our shingle replacement as the window of time to make our house market ready had passed and requested our deposit returned. Kelly said that she would get back to early the next week (the 10 or 11th of July) regarding the deposit return.
On July 11, Kelly sent me this text message:
..All of the e-mails I've sent recently are all in outbox . I'm going to use my personal e-mail to e-mail you around noon time. So sorry about the inconvenience again."
I thanked her for letting me know and told her I was eagerly waiting the estimate. I still hadn't received it by the 12th of July.
On July 12, (in between labour contractions!), I texted her again requesting the estimate, and predicted that the file was corrupted and a screenshot may be a workaround. I received no reply to this message.
On July 16th, I sent her another text message requesting the estimate and information on when and how my deposit will be returned. She replied back to me via text and told me that she sent the estimate and then also sent me a screenshot of the estimate which DID NOT HAVE ANY OF THE INFORMATION THE INSURANCE COMPANY REQUESTED!!!! Nor did she provide any information regarding how and when my deposit would be returned.
So, I replied back the following:
"...our insurance company requires a more detailed estimate for the facia replacement.They require the following information:..."
I have yet to hear back with a detailed estimate nor a timeframe or process as to how I will receive my deposit.
so... yeah, the worst experience ever. it would be funny if it weren't happening to me. read more