Show me a company who gets it right 100% of the time. You won't find one. Unfortunately, I was the one in a thousand who did not receive great customer service from HRS. Or any at all. That led to a negative review after not being able to speak to anyone. My roof was completed on June 6 on a very hot and humid day. I have a complex roof. The ball was dropped every step of the way after signing the contracts. The entire job. Nothing like the 5 star reviews I had read before choosing them.
So why a 4 star review. Well, you see, on Friday, July 18th, at 1213, I received a call from Trevor Fabian, the general manager of HRS. As I was at work, the call went to voicemail. Trevor apologized for dropping the ball in many areas, mainly communication, and requested a call back. He left his cell phone number. As I will not call a company past 5 without permission or on a weekend, I reached out on Monday, July 21, and asked what his hours were. We made a plan for me to call him when I got off work at 6. Trevor did not blow smoke up my ass like some companies would. He made me believe he truly wanted to make things right. Now we all know you can't turn back time and start over, so I really didn't have high hopes that this would be resolved. We decided the first step would be having someone come back out to see what I perceived as wrong with the roofing job. Again, I wasn't expecting anything at this point. Minutes after hanging up, Trevor called back to see if I was on my way home, and if I was, would it be alright for Keith to swing by and take a look. I said sure and went home to wait. Keith showed up a little after 7 pm and blew me away with how genuine he was. He, like Trevor, apologized for the way my roofing job had gone and promised to make it right if I let him. We walked around, and I showed him what I felt was not okay for a new roof, and he took pictures of those areas and came up with a game plan. Keith took the 2 satellite dishes and the metal chimney that was left from the roofing job without me asking. As much as I liked Keith and how genuine he was, I didn't hold out any hope that this would be resolved any time soon. Then, on Wednesday, July 23, at 2:38 pm, Keith called and told me that he would be at my house Saturday with a crew and fix everything that we discussed. He verified the time with me Friday evening for this morning, July 26, at 8 am. Keith arrived early and walked me through what was going to happen. He updated me every step of the way. When the crew completed the job, we walked around together to make sure everything was to my liking. Keith was fantastic with communication and making me feel heard. Not once did he make me feel stupid for asking a question about why something was done the way it was. I never expected preferential treatment, I just expected communication and customer service. I had more communication this week than in the just over 3 months since deciding to go with HRS. While I had a shitty experience to start, Trevor and Keith, especially Keith, turned a 1 star review into a 4. In good conscience, I can not give a 5 star review as it was not a 5 star experience. The bottom line, though, is that if something is wrong, give them a chance to make it right. If I needed another roof, I would give them a second chance and go through them again.