We had been thinking of replacing our asphalt shingle roof for a few years. We finally saved up enough to get it done and were looking for companies with long life products, and good reputations. We eventually ended up going with Penfolds even though they weren't the cheapest as they had a superior product. Harvey, the technical and sales guy was super friendly and informative. Then began the frustration.
-Aug 22 signed agreement. Was told mid Oct, but would try to get scheduled before end of Sept.
-Aug 26, payment taken
-Sept 2 contract and agreement set
-Radio silence until I called Mariya Oct 7, and got a call back Oct 9. Scheduled for Oct 14/15 install and would call Oct 13 to confirm. Sunny all week. No call.
-Left a voicemail Oct 14 for update, no response.
-Spoke with the office secretary (Olivia who was very helpful) Oct 16, who forwarded an email to Mariya for response. Also no reply.
-Contacted Harvey, Oct 20 who confirmed it was pushed to Oct 27
-Week of Oct 27, again no contact. Contacted Mariya again Oct 30 for update, confirmed install Nov 3 and would call Nov 2. Again no call on Nov 2.
-File passed to Nikki who called immediately to confirm start on Nov 5, weather dependent.
-Roof work started Nov 5, found quote was wrong as shiplap was found instead of plywood. Additional $6700+tax after roof already removed. At this point we didn’t have any choice with the shingles already torn off.
-Roof work finished Nov. 10. Gutters still not installed. Scheduled more than 3 weeks later Dec 4.
-Gutters and project completed Dec 4.
Workmanship: Overall was good. The crews were friendly and respectful.
A couple details that were not great, but didn't bother me too much. The chimney flashing was not done great, the flashing looked like it was just bashed on with a hammer. The other minor annoyance was some of the gutter elbows leak from pinholes in the bends.
Communication: To be blunt, it was awful. I expected far more from a large company. Not hearing anything for weeks on end, and having to chase after them when they didn’t call as promised was frustrating. I would expect at a minimum contacting a customer if you are going to miss a promised date.
Cleanliness: Nails galore after each work day, and more left after work ended. Luckily I power washed and swept the driveway after the bin was gone or I would certainly have nails in my tires. Minor stains to railing from shingles thrown down from roof. I’m still finding pieces of plastic wrap and bits of broken shingles around the yard.
Timeliness and keeping to budget: Unimpressive. The install should have been in mid Oct, but due to the ball being dropped multiple times, ended up completing Dec 4. From signing to completion was 15 weeks! Thankfully we were proactive and not needing this done due to a failing roof. Project was overbudget by over $7k due to an incorrect assessment of shiplap needing plywood.
Overall: Not recommended. While the workmanship and product is good, crews were good and a few of the staff tried to be helpful, for a large company they are sadly disorganized. This ended up being a far more frustrating experience than it needed to be.