Had a leak in our porch. Titans had positive reviews with no issues. I got a salesperson who did not want to go up on the roof. After watching a Mike Holmes advertisment on the type of shingles he recommended, we went ahead with Titans. They were more expensive than other companies. The job was done. The shingles on the garage were uneven. After having a bad experience in the past and needed an inspector, I hired one. That person took pictures, identified many legit issues, including a big hole, shingles on garage should not be done in two different directions. Titians said that's why we have a warranty, and our own inspector took pictures and everything was fine. I even contacted Bryan Baulmer's company who represents Titans in advertising. Titans said they heard from Bryan to say I was their first complaint. A woman on the phone was abrupt, started to argue while defending the company and installers. When they found out who the inspector was they tried to convince me he was no good. My inspector had to come out three times because all the repairs were either missed or were not done right each time. In the end, our inspector said everything was acceptable, and even though the garage shingles were not done the right way, we shouldn't have any problems. My master bedroom still has a mark on the ceiling which was from the hole on my roof.
- Company Response
Dear client, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. This is an uncommon instance. We’d like the opportunity here to clarify a few things mentioned.
Firstly, you are correct, we do cost a little more than most as were an established firm. We provide top notch materials (yes, the brands Mike Holmes installs), and we do provide our staffing with competitive wages to obtain their good help. We prefer to call this “value!”.
We can also appreciate hiring an inspector. It’s always a great idea to get another professional opinion. We actually offer the same service for someone who wants their work inspected by a 3rd party.
Our installation of the garage ridge cap shingles is correct, in that they are to be installed both ways on your ridge line and meet with a final cap shingle. Your inspector mentioned this is an incorrect install. We learned your inspector was in its first year in business. We do recommend a roof inspector whom carries more than a year in the trades, and is also a certified applicator for the manufacturer.
Your inspector did find a hole in the shingles that our post inspection had overlooked, which is fantastic! Our inspector missed this defect. It should have then occurred to you that you’re purchasing a roof through our better company, and to simply reach out to us with any concerns. You don’t need to contact Bryan Beaumler and your lawyer. Perhaps that approach is for any company who is unwilling to honour their services. It is common that a client addresses their concerns directly with the company, rather than spending time writing bad reviews and contacting others to get attention. It is truly not necessary, and the company should have a chance to make it right (like your friend Mike Holmes says). We work hard to keep a good reputation. We feel that you just went about it the wrong way. We are here to service your roof :) You had us out to inspect and return to address your concern(s), so we’re a little taken back to see your review.
Regarding your master bedroom showing a water stain from the “whole in your roof”, this was replaced. This sounds like a concern you’ve only brought to our attention now (6 months after the roof is complete). It is unlikely that the manufacturer hole in the shingle that was replaced should cause a leak, but if you’d like us to arrange a visit please do reach out. You do have our warranty department ready to service as you've expressed here.
Unfortunately we cannot comment on any of our office staff being “abrupt” on the phone with you, as we’ve only recently starting recording calls for better quality control. This would be an uncommon instance as this person(s) is highly trained to keep emotions out of it, and provide a good customer experience.
We are sorry to hear you had a prior poor experience with another contractor. We hope that you can move forward from that one day, and refrain from putting your new hires into the same category as your other contractor.
Reach out to us with your concern because it is that easy :)
Thank you for your time and for your business.