Extremely Disappointing Experience from a Company We Once Trusted…read moreWe have used Findlay Roofing in the past with great success, which makes this experience all the more frustrating. What should have been a relatively simple project turned into an absolute comedy of errors.
Our request was straightforward: replace two small "P" shoots on our front porch with larger ones to prevent clogging and water backup, and replace a downspout that my son accidentally crushed with his golf club. Nothing complicated.
The representative came out, assessed the situation, and suggested installing gutter guards on the small section of gutter above our front porch. Great! We had a plan, or so I thought.
Nearly a week passed without a quote. After several follow-ups, I finally received an estimate for gutter guards on my ENTIRE house. Not remotely what we discussed or requested.
I was then passed along to a manager who proceeded to tell me what I needed and sent photos of the proposed solution. When the installer arrived, he brought an enormous, hideous elbow for my front porch that looked nothing like what had been discussed. To make matters worse, he had the wrong downspout.
The installer returned for a THIRD visit, finally replaced the correct downspout, but still had the same oversized, unsightly elbow for the porch. At that point, I was so frustrated that I told him to just leave it alone.
Then came the invoice...$600 for a single 10 foot downspout. They graciously knocked off $100 for all our trouble making it $500 (insert eye roll here), but offered no meaningful adjustment for the fact that the ORIGINAL problem with our front porch was never resolved.
And just when I thought this experience couldn't get more ridiculous, the installer mentioned that another manager had suggested, "Why don't we add a gutter guard?"
ARE YOU KIDDING ME?! That was the recommendation from the very first visit! The entire reason we were in this mess was that no one at Findlay could manage to communicate, coordinate, or provide an accurate quote for the work we actually requested.
To add insult to injury, I was made to feel as though Findlay was doing me some enormous favor by taking on such a small job, since they apparently don't typically handle projects of this size. Mind you, Findlay installed all of our brand new gutters just six years ago and we had it on our radar to replace flashing next year to the tune of $15,000 with them. I would think that being a loyal, repeat customer might count for something.
The ladies answering the phones were pleasant, and I appreciate their courtesy. Unfortunately, that was about the only positive part of this experience.
Three visits, multiple phone calls, repeated miscommunications, an astronomical invoice for one downspout, and the original problem still isn't fixed.
I have recommended Findlay Roofing in the past based on our previous positive experiences. After this absolute circus, I would have a very difficult time recommending them again.
What a disappointing experience from a company I once held in such high regard.
