***Edit made 11/9/2024 - See bottom of review for further information.***
In 2017 I had M&M do some rain gutters and down spouts on my business' front side. They came recommended from a friend who hired them, and I was also very pleased with their entire process. I would have recommended them.
I recently called and asked them to come out to give me an estimate for the backside. I have some drain and leaking issues from an older building with an addition added (prior to my ownership) that I feel a rain gutter could assist with diminishing.
Joe Fernandez was the estimator. He didn't have a ladder tall enough to get on my roof, so I put up my extension ladder. Within about 5 minutes he was back in my business. He walked up to me and said "you don't need a rain gutter, you need a whole new roof." We had some discussion from there, and I tried to convey to him what I was trying to achieve. All he wanted to tell me what doom and gloom. I have been up there. I have had many people up there. I am not going to write this roof is perfect. I know it is not. I know that 98% of it is perfectly fine. This really came across as a strong arm push for an upsell. Maybe a rain gutter won't fix my issue. I can have that conversation. But to come at me with a push that I need an entirely new roof is offensive and absurd. There are many alternatives and many ways to address the problem. This is by no means a need for complete replacement.
Joe came across very unwilling to discuss alternatives, or explore other methods. I am unsure, but it seems that once he saw a business with some roofing imperfections that he saw an opportunity try to make the big dollar. When that was rejected he didn't see this as a job to pursue.
He did, begrudgingly, say he would go back and discuss with some other people and see if a smaller rain gutter could be put on. I haven't heard anything 7 days later.
I don't expect every estimator to want to do every job. Be a professional and explain that to me. If you see more at the table that what I contacted you about, have that professional conversation with me as well. Be willing to partner with me for a solution that works. Telling me I have to remove and start over, spend tens of thousands versus a couple of thousand, is wrong. As a business owner, I would never talk to potential customers this way. There is a decency component he clearly lacks, or doesn't care about.
Before this encounter, I have recommended M&M. I will not do so moving forward.
11/9/2024 edited
Within about 2 hours of making this post I received a call from James with M&M. We discussed all the details in my review. He was apologetic for my experience and offered to come out and re-look over the gutter request. He arrived about 2pm with another gentleman to see the building, roof and request and see if there was an alternate solution.
Without boring anyone who reads this with meticulous details, there was a solution that was reached for them to add a rain gutter. This gutter will not solve the entirety of the issue we are dealing with. I am clear and understanding. But, they are very willing to do a gutter and are working to have it completed in a very short period of time, at a very fair price. I am appreciative of their diligence to address my frustrations and work for a path forward.
On my end, I need to also add that when I referenced that Joe didn't email me to follow up after his onsite visit, I was wrong. I did have an email from him. That was my error, and an incorrect statement in my original review. I apologize for that incorrect information.
After working with James, I am confident that M&M cares about their customers and the work they do. They have gone above and beyond to earn my business back for this project. Thank you.
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