Mr. Roof Repair did terrible job replacing our roof, came out twice for unsuccessful repairs to the original job, and then became totally unresponsive.
We hired Mr. Roof Repair to replace a roof with a low pitch that needed a flat roof treatment. After getting several quotes and doing our due diligence, we hired Mr. Roof Repair.
Our initial dealing with them was very favourable, until our brand-new roof sprung a significant leak. The old roof, as worn out as it was, never once leaked. Twice, Mr. Roof Repair sent a crew over to repair our leaky roof. Twice the leak was not fixed.
After several no-show appointments (which I took time off work to be home for), and weeks of our calls and emails not being returned, I finally connected with the owner, Steve. Steve said all the right things. He came over to examine the roof as well as the damage the leak did to the inside of the house. He promised us that he would look after us and that he would figure out and repair the issue. We thought we were in good hands.
After weeks of following up with him, he finally told us that the problem was the flashing around our skylight and that he would provide the labour but we had to pay for a new flashing kit. I was not happy about giving him more money, but we needed the leaking to stop so we agreed.
And then we never heard from him again. Luckily we had not actually paid him any additional money.
During all of this, we found ourselves in the midst of the Covid-19 pandemic, so I appreciate that there may have been other factors at play. But had there not been so much wasted time following up with Steve and Mr. Roof Repair, the problem should have been resolved long before the pandemic became an issue.
We continued to follow-up with no response. Eventually, we had no choice but to hire another company and pay someone else to do the roof repair.
I cannot recommend this company. In our experience, their work is shoddy and they don’t stand behind it. The owner said all the right things, but when it came time to actually fix the problem, he became unresponsive and we were forced to hire someone else at our own additional cost.
At the time of writing this, it has been months since I have heard from Steve or anyone at this company.
- Company Response
It’s indeed unfortunate that it has come to this.
There is a lot that has transpired since the beginning of the year that you are unaware of, including a company-wide restructure.
We’ve terminated many of the people directly responsible for your repairs.
We’ve spent the better part of the last 6 mths rebuilding and resolving issues left over from the previous management team and their technicians, who proved to perform well below our standards.
No company is perfect, and our success is directly connected to the technicians we employ as well as the management team and their ability to oversee.
Both of which have now been completely overhauled.
The team we have in place is a vast improvement, and we will continue to provide the top tier workmanship and customer care our clients have come to expect from us.