Western States Metal Roofing

The customer service has been very poor and does not match up with the companies website claims of supporting DIY projects. we started working with western states almost 3 months ago. I have called twice to try and get a different person to work with (once after my first phone call with the sales rep and once recently) and each time I was routed back to the same individual. The last call ended in me asking for a supervisor or someone else to finish our order with- I was promised someone would reach out Monday and nothing as of Wednesday. We love the products and we were looking forward to purchasing a complete roof, soffit, siding and trim package. We also have a local small woman owned business gen contractor who has never done metal jobs before, is interested in it for her new builds and was going to learn with us on our project. We got to the point (with very minimal assistance from the sales rep) where we just needed confirmation on a few tech specs such as which trim pieces will for sure work with our metal siding options and a double check that we got everything covered and it will all work together. Given my interactions with the sales rep It seems the rep doesn’t have adequate knowledge of the products and absolutely refused to provide any guidance/technical assistance (which is strange given the website self help videos provide guidance such as how many extra inches you should order for each side of your window trim to allow for proper install). We would be open to working with someone else who has a better handle on the products and can provide the kind of assistance I see in other reviews of this company- however I don’t know where to turn to at this point. Should anyone higher up see this timely Id be open to a call for further discussion.

Update:
We got contacted and reassigned an excellent sales rep- who made it right!

When calling the Tucson location try getting Martin for customer service, he is very professional, knowledgeable and efficient. if you call and they ask you to get in touch with your sales rep, I find this very unpleasant and time consuming. I have experienced some sales reps to be condescending and unhelpful.

I hope you are a professional roofer and know exactly what to order. I am a diy'er wanting some help. I got my list down to Western lock, color, 4 piece gable, eave trim, measurements, etc and after a couple of weeks just more emails back saying your list is not good enough you need to be more specific. They would not help me get my list together and couldn't order from them.

Just wanted to say that Martin and Western States have allowed me to replace my roof with all of the trim pieces and accesories that I need. I'm able to put on a $18K roof for about $5k. Martin, Noelle and Rafa were all awesome at their jobs and helped me with questions orders and loading. Great team!

Martin at Western States Metal Roofing made ordering my metal roof simple! The ordering process was handled very professionally. Prompt and clear paperwork so that you feel confident that the order is being processed correctly and quickly. There was also follow up correspondence that kept me up to date regarding the order status. I would recommend them to my friends.

I just used Western States for the first time and was extremely happy with the quality of the metal roofing panels and the customer service. Martin did a great job helping me out with all of my trim pieces. We bought corrugated metal roofing and the pricing was better than I found elsewhere. Also we got the material within the two weeks that it was promised to us. Thank you for a job well done!!