I was recommended Mr Roof Repair by my sister who had a stellar experience with them. My experience was less than perfect.
I contacted Mr roof repair via their online submission form and was promptly replied and told to contact Steve. I explained that I was missing 2 roof square tops (that I knew of) that needed replacing. We worked out that they would come out, do an inspection, which would include photos and inspection report, replace the caps, etc. for $350, based on similar service my sister had received (she was told a maintenance package for 1 year guaranteeing their work and all repairs within 1 hour).
Work was scheduled for the next day (excellent turnaround time) and I was told I would not need to be home (huge error on my part). *side note: I had gone up to a lower section of the roof previously to place the cap on the exposed vent so that, in case of rain, we would not have water damage.
When I returned home from work the next day, it looked like they had replaced 2 caps - one which I had known to have blown off, and one that I did not see. However, the cap that I placed on top of the vent had not been touched. It was clearly obvious, if inspected, that the cap was just sitting on top of the vent, since the clips had snapped. So I was doubtful that an inspection had been done. I was also not contacted with the report/inspection.
I contacted Mr Roof Repair and, long story short was told that I would have to pay an additional $200 (almost double my original cost) to have them come out an do the work they had originally agreed to do. We negotiated it down to $150, but I was not a happy camper. In fact, the conversation that I had with Steve was quite unpleasant. I am not a roof expert and explained to him that I expected a "full inspection" would catch any required repairs. If replacing 2 caps within an hour is possible, surely a 3rd would not take an additional hour, but I was essentially paying for the full hour of work (which was the minimum for them to come out). In addition, my guess is NO inspection was done on the first day as I did not receive any report or communications.
At the end of the day, lessons I have learned (probably generally applicable):
1) get the quote first before having them do ANY work
2) don't try and explain what you think is the problem (telling them there were 2 caps biased them to think that there was only 2?)
EDIT: Mike contacted me to try to sort out a couple of the issues we did not seem to agree on. 1) A bill was sent after the first time work was done, but I did not receive it (we'll just assume that I did). 2) I ended up being charged $90 that they normally charge for additional work. Had they told me that this would be the amount charged (on our phone discussion) rather than the required negotiation (which Mike also stated should not have happened since the amount for additional work was in the contract), I would've given Mr. Roof a better score. Bumped original score of 6 to 7 considering the work done was adequate.
- Approximate cost of services:
- $500.00
- Company Response
WOW! Very surprising comments. We have literally thousands of satisfied customers and a stellar business reputation with almost 300 positive reviews. Homestars is an open forum and many companies on here write their own reviews on behalf of the customer and and post them. These are easily detected as they all read the same. We encourage our customer to freely write whatever they want but just as they would respect honesty and integrity from us we expect the same from them as well.
In this case we went above and beyond for the customer with respect to our repair procedures and service call. We not only clearly outlined our rates and procedure on the phone but also they are backed up in writing with our service agreement emailed to the customer with full disclosure. We showed up on time, the home owner was contacted by phone by the repair tech while on site on both visits for clarification( we have the phone records) and was told what we are doing and at that time we were given in correct information about a vent and he called back in admitting this and further explained. The home owner received by email (as per our agreement in writing) the repair report with pictures and the proper amount billed for the first service call all disclosed up front before any service call takes place . The home owner called back stating he made a mistake about the vent locations so we promptly scheduled another service call to replace yet another vent ( we ended up replacing 3 vents not just one) all with strong superior metal vents and properly removed his old ones and totally replaced them not just capping them . The rest of the roof was also inspected and the second report with pictures and additional agreed charge of $90 was also correctly billed. The entire service call from initial phone call through to completion of the service visit was as our customers expect with all reports/pics and PDF sales receipt sent to customer. Now, much to our surprise 1 month later the customer posted a bad review with incorrect and misleading facts about our procedure and billing. We quickly contacted him the same day and resent him the PDF sales receipts and reports and the dates and times they were sent to verify the transaction which was correct . Everything was done correctly on our part and the customer apologized for his errors and emailed us confirmation he would edit his review to reflect this. Much to our surprise his 2nd posting is once again misleading with respect to what transpired. We pride ourselves on hiring top professional employees in the office and the field and have also invested in state of the art database reporting systems that eliminate any miscommunications, facts etc so that the entire experience flows smoothly, after all there is more in life to worry about then your roof.
In the end our main concern was that the service work performed is water tight to protect the home owners home.