I contacted HomeAdvisor Thursday, 1/16/20 about a leak in my 10 year old roof. Rosengarten Roofing contacted me within 10 minutes & setup an appt for Friday and I asked that someone come out between 4:00 - 5:00 since I wasn't going to be home earlier. When I got home at 3:15 the roofer had already come. I called "Nick" immediately & he said he was only 20 mins away & that he would come back.
Nick came back, seemed very friendly and professional, and I asked him if he wanted to go up on the roof to look at the problem. He said that wasn't necessary and that he had flown a drone over my roof and had identified the problem. He told me he could perform a possibly temporary fix for $375 and that a full repair would cost $3,500 but if the temporary fix didn't solve the problem he would rebate the $375 towards the $3,500.
Seemed reasonable so I told him to go ahead and perform the fix, which he did right then and there. I should have gone outside to watch him, but I heard him walking around on the roof and 15 mins or so later he was finished. I asked him to email me a receipt and also a proposal so I could submit it to my insurance company. He stood there and after a few minutes he said he had emailed me the proposal. I should note that HomeAdvisor (HA) had my name, address, phone number, and email address already, which I verified when I initially reached out to HA.
He called in my credit card info to his office and said they would charge my credit card. On Monday I received a call that there was a problem w/ my credit card. I asked Jessica to call me back in a few minutes and that I was in my garage at the moment. I asked her to send me the proposal and that I never received Nick's proposal (Note: 2nd request). 30 mins later, no call back so I called Jessica at the office. A woman answered and said she would transfer me to Jessica, the transfer went no where & I couldn't leave a message. I figured she would call me back later when she needed my information.
The next day another person called & asked if I had any questions on the proposal. I told her I only had one question- where was the proposal (3rd request)? I never received any email from Nick. Just to be sure, I gave her my name & email address again, even though it was on file with HA.
Wednesday came & went, Thursday came & went and finally I sent Nick a text Friday telling him I was very disappointed with his company & that after asking 3 times for the proposal & 2 times for a receipt, I found the company to be undependable. At this point, I had no intention on using Rosengarten Roofing.
He called about 10 mins later, but I was annoyed by then & didn't see any reason to speak with him on the phone. He texted me "I'm sorry you could have called me & to check my SPAM bucket." "I sent invoice myself it's in your SPAM. Sent estimate twice."
As a normal practice, I check my SPAM bucket every 1-2 days, & I rechecked it again & No email from Rosengarten Roofing. I called his office twice & told them I had no proposal, I shouldn't have to chase him down to get something. His company had already demonstrated their inability to follow up & as far as I was concerned they had shown me their lack of competency & dependability. I wasn't sure if this was a full time company, a part time job, or just a hobby- but I knew I didn't want to do business with them.
I told my wife I was going to submit a review & she said, just don't bother we can call someone else. Maybe this was why he had good ratings, maybe other disappointed customers didn't want to take the time to complete a survey. Many of the reviews I looked at said how friendly he was, and I agree he was very friendly, just not someone that I considered to be dependable.
Before I retired I worked for a company & dealt with customers all the time. If a customer called 2 or 3 times with a problem, I didn't blame them and say you should have called me. Next week I'll contact a known quantity roofing company, no more 1 man shops for me. I learned my lesson. I don't know if the temporary fix Nick did will solve the problem or not, but I'll get the name of a dependable roofing company and have them come out to look at my roof. read more