We originally got a self-pay estimate for roof replacement from TX Traditions. A month or so later, a major hailstorm meant that our insurance was going to pay for the roof replacement. We decided to go with TX Traditions based on their good online reviews and interaction with their salesperson.
Unfortunately, from that point everything went downhill. Our experience was the opposite of what we had read in the reviews - disappointment and frustration at every step of the process. It would take me pages to describe all the problems we encountered, so I'll just hit the highlights (or lowlights):
- once our insurance was involved, the price of our roof replacement went up about $6000 (original estimate didn't include gutters, though - maybe $1500)
- the ventilation materials that were delivered were incorrect. They were based on a previous design and they would have been installed, if I hadn't caught it and brought it to their attention.
- I never saw the supervisor on site. I didn't even have contact information for him. I had to call our salesperson and have him relay information.
- significant damage was done around the house, including ripping several window screens, smashed plants (which crew tried to cover up by tying the plant together with plastic bags), broken porch tiles, and damage to our back deck that required repainting it. We didn't trust TX Traditions to do the repair work, so we did it ourselves and submitted receipts for reimbursement. They balked at paying us for our labor, even though it was much cheaper than them hiring a contractor.
- the roof vents were installed incorrectly - the holes they cut were too small. We had to wait for a repair crew to come out and correct it and they didn't even finish the job the first time. I had to follow up and have them sent back out (again, no one following up from TX Traditions)
- the exhaust pipe for the water heater (in the attic) got disconnected and we had to wait about 5 days - and only after I called to follow up - to have someone come to fix it (despite it being a safety hazard). They brought the wrong part. Turned out, the vent on the roof needed to be corrected to enable the pipe to be reconnected.
- it took about a month and a half to get our gutters installed, although we had been told it would be a week or two. Even then, the gutter job was not completed correctly and they had to come back a 2nd time.
There's more but I'm sure you get the picture. Every customer service interaction was a disappointment. We had to continually drive the process, follow up to get things done, and act as the quality control monitor. I believe we could have chosen almost any other local roofing contractor and had a better experience. read more