Prime Roofing - Neah Bay, WA

I support small business, at least those that deserve praise. But this company rises to the level of the absolute worst and consumers need to know. When a claim was needed because of defective shingles they installed, I was met with nothing but delays, sarcastic treatment from their Office Manager, more delays and excuses, then the blaming started. The consistent theme of their communications is mostly silence, then sarcasm and blaming. The worst thing a company can do is blame the customer, but that appears to be their hallmark. With so many roofing companies to choose from, WHY would you pick a hateful and belligerent group of people like this? I’ll be filing complaints with BBB and all the other agencies for their awful performance in handling a customer in need. Just Awful!

I rarely review companies, but this was the worst experience I've ever had with a contractor. August 2016 I contacted them and they began the work to repair my roof from a hail storm.

After several no call, no shows, I stopped taking personal time off work to be home. Then a crew of people showed up on Saturday morning at 7:00am and took four days to do a quoted one day of work. They were drinking beer on my roof, left the cans up there and on the ground beside my house. They did not clean up, I had to purchase a rolling magnet to pick up all the nails, and discarded shingles, which was about a half gallon milk container full. Then several shingles flew off and needed repaired.

The contractor told me that he was sorry for being late and not calling but he had other work in Denver. Then, they installed the wrong color gutter, then reinstalled the correct color, but the grade went away from the downspout and I had a waterfall over the front door when it would rain. Then they didn't tell me if it was ever fixed.

I then called the main office due to the delay and supplemental quote to replace my fence and metal roof on the patio. I spoke to three people who had no clue what the delay was, and blamed my insurance company. This was not correct, as the insurance company had approved and sent me the check a month prior. Then the owner told me that I should have been calling the main office if I had concerns, and was condescending to the point where I knew there was nothing he was going to say or do to try and keep my business. Then he told me to contact the billing person, who would never provide updates.

I explained that all I wanted was to be kept up to date with the progress, but I wouldn't hear from them for months at a time. Additionally, I was told that the point of contact was a different person, who I had been communicating with all along, and who had not been relaying the information to the main office.

It got so bad that I called and cancelled the metal roof and fence in July 2017, and I will be contracting another company. My requests were not outlandish. Keep me up to date, monthly, with what's going on with my claim. Don't do shoddy work. Don't be condescending when your organization is not performing and minimize the customer's concerns and blame them. If I did any of those things in my job, I would be fired.

So I called Heather (I think the office manager), who was awesome (five out of five stars). She was familiar with my claim and knew exactly who I was when I called. She listened to my complaints (which is more than the owner, the billing manager, and the contract foreman did), addressed that something was very wrong with this situation, and processed my paperwork to close the claim minus the supplemental work that had not been started on the fence and roof. She seemed to be more interested in my claim and performing with class and how business is supposed to be done.

This was the most unprofessional organization I have ever worked with. As a veteran, I know things don't go as planned, and I have zero issues with that, but to not get a phone call and have to chase down someone for an answer when I'm the customer, that's beyond unreasonable.

We had a big job and the quote was competitive and fair, work was thorough, with great follow up. Would recommend!

We had Prime Roofing install a ridge vent on our roof a couple of years ago. The additional attic venting has worked well, and also held up well against recent wind storms. We also just had them come out to fasten some loose and peeling shingles. Very friendly and professional. Would recommend, and intend to use them when my roof needs a complete replacement.

Prime replaced our roofing after the hail storm last August. Their crew was very neat and cleaned up after themselves. They were respectful of the fact that we had two dogs that would be in the back yard in the evening when they were done for the day. Ben and Heather were super helpful in dealing with the insurance company and the bills after insurance had paid their part. They had previously done our parents' roof and we will be recommending them to everyone in the future.