I want to start off by saying that the work Frontline did on my roof is great! The workers did an amazing job, they were fast, and efficient. I am happy with the way the roof came out. Everything went well at the beginning when it came to discussing the pricing, contract, and dates. The people at the office were courteous and they called me multiple times to confirm dates and agreement. I was very pleased at that point.
However, my issues with them began once the project started. I was and still am disappointed by their lack of communication, namely the project manager (Alex) assigned to me. Frontline did a great job at getting an appointment with my city to give us a permit. The roofers came the next day and promptly removed the first layer. The next day I had a notice from the city inspector and they left a message that I did not understand. I contacted Alex, the project manager and he had no clue what I was talking about. It was clear that he was not up to date with my project. He told me he would contact the site workers and get back to me, but never did. Later on that night, I heard men in my yard and they were attempting to open my side gate. I thought they were trying to break in and I was about to call the police. I quickly figured out that it was the roofers. They took the initiative to come and cover my roof since it was going to rain. I appreciated their initiative, but the project manager should have told me ahead of time and avoid getting frightened. I mentioned the situation to Alex the next day and asked that he please notify me if the workers will be coming to my house past 4pm, just so that I expect them and not get startled.
Then about 2 days passed by and no progress was made on my roof. I had to contact the project manager and he told me that they had to wait for the inspector to sign off and that the inspector was scheduled to come the next day. The inspector arrived and left another notice stating that all exposed lumber should be painted and that the permit needs to posted. Only, I was not told that I had to post the permit outside for the inspector. Eventually, the roofers came the next day and finished the roof. Per the contract, I am to submit the final payment when the roof is done. One of the roofers comes the next day past 4pm and tells me that he needs to paint something, but he did not know where the paint was or what he needed to paint. I told him that I had no idea what he was talking about since no one informed me that I had to provide paint, much less that they still had to paint the lumber. He asked for the final check and despite my instinct, I gave him the final check. I wanted to fulfill my end of the contract and not get in any legal trouble.
Per the contract, 3-4 weeks after the end of the project, I am supposed to get a report with before, during, and after progress pictures and explanations. It has now been more than about a month since the project was completed and I have not gotten the report. I called around Tuesday of last week and they told me that I should have the report no later than the end of the day. I then asked them if the project is even considered complete since they were supposed to paint exposed lumber and they have not done so yet. The lady at the office said that she will get in contact with the team involved in my project to get an answer and will call me back. It has been a week and I have not gotten a call back nor have I received my report.
All in all, the work is great but their service and lack of communication is what left me unsatisfied. read more