My roof was damaged by the hail storm this year, after researching and seeing all the great reviews for this company I decided to use Restore Roofing. At first the experience was amazing. They got back to me quickly on coming out and checking the roof, very nice and professional, and helped me get everything started with my insurance company. They were flexible and brought multiple people to ensure everything was caught and covered by insurance. If my entire experience had stayed like this I would have given 5 stars. Unfortunately, the communication started to fall off. I was very understanding at first as I know they’re probably incredibly busy. It began taking days for the person I was working with to text me back on questions I had, and then I’d have to follow up with him to remind him for an update. I had asked for a quote about painting services after he had informed me that they do painting as well. I asked a few times for a quote, he said he’d get one to me and never did. Again, I let the communication issue go at first, trying to be understanding to their work load. The roof was completed first and no one came out after the work was done to complete an inspection to ensure it was done correctly. The gutters were next to be completed a few weeks later. I knew there was some wood rot but I thought that would be addressed before the gutters went up since I’d asked about painting services, knowing that would include fixing any wood rot, and secondly they had informed me that when doing the work, if they found any issues they would let me know and talk to me about it first so we could correct it. I thought this would happen with the wood rot before they put the gutters up but it didn’t. They came out to put the gutters up, never addressed fixing the wood rot (yes I would have paid to have this fixed first), and then put up the gutters right of top of the wood rot. This is where my patience ended and I became very frustrated as I was trying to be as understanding as possible. I informed them of the issue and the guy apologized that they didn’t catch it before but then quoted how fixing it would cost quite a bit because they’d have to take the gutters down again to fix it. That wouldn’t have been needed if they’d done it correctly the first time. With the communication issue and lack of follow up it started to feel like I was being overlooked as a customer. This is my home, not only is it where memories are built with my family, but it’s an investment and these repairs cost a lot money. I would expect this company to understand that and prioritize taking care of their customers homes, but I didn’t believe this was happening anymore so I knew I’d have to address the situation. I asked about when the inspection would be done and they said it would be done the day they came to collect the money. That seems like a very poor business practice, inspections should be done right after the work is completed so it can be addressed and corrected immediately. Waiting until the day of collecting payment tells me they’re not going to do a thorough inspection and cut corners. Due to this, I hired an inspector to come out and ensure everything was correct. While it came out that the roof and gutters were installed correctly, the inspector did note that under no circumstances should they have put up the gutters over wood rot and he would have expected a company like this to have addressed that instead of cutting corners like they did. After this I worked to get my payment to them. When the guy came to get the check I mentioned the painting quote that was never given and he apologized and asked if I’d still like a quote for that. Even with the issues that occurred I was willing to give them a second chance. I said yes and asked for a quote still on painting. Yet again, it’s been over a week now and I have not heard anything back from the guy on a quote for painting. Guess I was right that they did not care about me as a customer or my home. Very sad and disappointed in how the experience ended.
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