I hired Four Peaks Roofing in February to replace my roof. I worked with Jason in the office and…read moreBrent, my project manager. We specifically agreed to install the highest-quality underlayment, and I signed the work order reflecting that agreement.
The crew began work on a Monday. On Tuesday evening, after they had left, I noticed the underlayment installed on my roof was not the product I had purchased. I checked the packaging, confirmed it was the wrong material, and emailed Brent. To his credit, he responded quickly, acknowledged the mistake, and said he would notify the foreman and owner. I followed up the next morning to ask how it would be corrected, but for nearly two and a half days I received no communication while the crew continued installing the wrong underlayment. There were no calls, updates, or explanation of how they intended to resolve the issue.
Late Friday, I was told they were working with the manufacturer to extend the warranty on the installed underlayment to match the warranty of the premium product I had originally purchased. While I appreciated that solution, I was disappointed by the lack of communication during those critical days.
After the roof was completed, I noticed several tile corners looked rough and unfinished. I sent Brent photos, and he agreed they needed additional detail work. The crew returned the following week, and to their credit, they significantly improved the appearance of the tile corners.
Before the project began, I had also shown Brent water damage and rot around a vented soffit board beneath one of my roof overhangs. Although I later learned they normally do not replace vented soffit boards because they are not considered part of the roof, they agreed to replace mine as a goodwill gesture because of the underlayment mistake.
Unfortunately, the first repair was poorly done. The installer used the wrong thickness of material, installed it unevenly, and relied heavily on caulk to fill gaps. The workmanship was poor enough that I removed the repair myself before the caulk had fully cured and purchased the correct materials to replace it properly.
Around the same time, I discovered numerous roofing nails and staples protruding through my eaves that had not been there before the installation. Brent agreed this needed to be corrected. A crew later arrived after dark, without notifying us, and repaired the fasteners using flashlights. While I appreciated the quick response, showing up unannounced at our home at night to perform repairs demonstrated a lack of professionalism and respect for us as clients.
A few weeks into the project, Jason called to discuss my experience. I explained that I chose Four Peaks because of its reputation and because both he and Brent had seemed honest and trustworthy throughout the sales process. Unfortunately, the execution of the project did not match those expectations.
Jason apologized for the underlayment mistake and offered to have their carpenter reinstall the soffit board. I declined because I had already purchased the materials and planned to complete the repair myself. Two days later, however, my wife and I were awakened at approximately 6:00 a.m. by loud hammering outside our home. I found another Four Peaks employee reinstalling the soffit board without our knowledge or permission. To be fair, the second repair was significantly better, but the lack of communication was frustrating.
Four Peaks ultimately upgraded the manufacturer warranty from 30 years to 50 years and matched it with an extended workmanship warranty, which I appreciated. They also charged me for the lower-priced underlayment that was actually installed instead of the premium product I had purchased. No other compensation offered. However, when the invoice arrived, it still reflected the original higher price, requiring me to contact Brent again to have it corrected.
I was also told I would receive a project completion package after the work was finished. It is now July, and I still have not received it.
After recent storms, I inspected my attic and discovered the rotted wood behind the soffit had never actually been removed. Instead, it had simply been pushed inward and covered by the new material. I've included photos showing the tile corners before they were repaired, the protruding nails and staples, the soffit repairs, and the remaining rot.
Overall, Brent was responsive throughout much of the project, and several employees made efforts to resolve the issues. I appreciate those efforts. However, the repeated mistakes, poor communication, inconsistent workmanship, billing error, unfinished repairs, and multiple unannounced visits overshadowed the positives. I hope my experience helps future homeowners make an informed decision.
