Empty promises & The Run around
My Experiance with Hy-Grade
Last year my wife & i decided to upgrade our roof, We did some research & the company we choose was Hy-Grade (Big Mistake)
We contacted the company & the sales staff was excellent, they connivence us so we went forward with purchase.
The total for our roof was $24K, It was a lot of $$$$ but thought it would be a good investment. I am a professional tradesmen so i know a thing or two about construction, The Hy-Grade crew came & started the job,
The first day 2 guys came to start work, the next day came 1 guy came.
Then a week went buy with only 1 guy doing my house. I didn't understand but i had trust in the Big company so i didn't ask questions.
The second week came & went with only 1 guy working on my roof.
I was very disappointed as this is a job for a crew not a 1 man job,
The Third week came & went with only 1 guy again so i mention to the Hy-grade employee that this is a 5 day job & we are on the 4th week, I am having some serious concerns as 1 man can only do so much & make flaws, after mentioning the time line & quality of their framing work, just before the 4th week ended a crew of 4 came & finish the outstanding work on my roof. I pointed out a few major concern on the install.
1, The steel roof was nailed in but the nails were not drive in 100%
their is quarter inch left out, I ask for the to be fixed.
2, The Valley of the roof traps all kinds of dirt & leafs witch is Not normal
i ask for that to be fixed
3, I can see wood expose cause the installer didn't install or cover the framing well, i asked for that to be fixed.
Hy-grade has a 50y warranty on their product & install.
Well its been a Year & these issues have not been adress.
I have contacted the company a Number of times.
Spoke to my sales rep a number of times & he says that the office will contact me to book an inspection to have these issues fix,
4 month later got no follow up, so i called the company & ask for advice whats going on, they say that we are very busy & will get to you when we have time, Oh Wow. So i called the owner as this is Not acceptable in my views. I got a hold of Tom the owner, He also mentioned that they are very busy but will have some one from the office call me to book an inspection call to address my concerns, I waited 1 month ! Then got upset & called the company again, now its been 5 month that i have dress an issue & Not Happy at all, LONG LONG Story short.
MY VERY EXPENSIVE ROOF ISSUES IS STILL NOT FIX & I AM GETTING THE RUN AROUND, i Do have all text & Pictures to proof my claim.
I am Truly Disappointed with my experience with this company. I feel that they just took my hard earn $$$ did a Poor Job & Ran.
Its has been a year Now & still nothing has been done, With the flaw on my roof, i don't think it will last 4year due to the flaws.
Be Careful choosing this company
Update on the issues, Oct 30th/17
Got a call from Lance Cline Hy-Grade Specialist/Forman
Oct 20th/17 stating that he & his crew of 3 will be at my place first thing in the morning for Oct 30th/17 to have all my issues address
Today on Oct 30th/17 Lance came at 12:30 afternoon
I asked him where is his crew of 3 & he said that things happen & his guys couldn't make it, I was very disappoint !
I ask him you have the scope of work & pictures, His reply was i know what needs to be done & it will get fixed, (In my head & Common Sense)
How can you come to some one house to do a job & not have a scope of work planed out, VERY UNPROFESSIONAL (SO SAD HY-GRADE) & This is your best Man that you have in the company WOW!!!!
He reassured me that all will be fixed, SURE!!!
You come half day & you think you will get all the imperfections fixed!
(NO WAY!!!) He started fixing the front of the house,
At 4:30pm he packed up & said that he was finish & getting ready to leave. I asked him what about the Top of the Roof & the back of the house. His reply was that's all i can do.
- Approximate cost of services:
- $25,000.00
- Company Response
Hello Mr. Nguyen,
Thank you for sharing your concerns. Please know that the service order on your roof has been completed, has met all requirements and is covered under our 50-year No Leak and Lifetime Workmanship Warranties.
Our records indicate a dissimilar purchase price. If you have any questions about this please contact our accounting department for more information. During the installation of your roof, our crew did experience some unexpected challenges. To avoid extended delay, the installation of your roof continued with available resources until further arrangements could be made. Issues were found in the first Quality Control inspection conducted last November and we did call back the installation crew to address these concerns. A second QC inspection was then conducted earlier this year and issues were noted. This was a thorough and lengthy inspection by one of our service techs. A third inspection was also conducted following the installation of new windows by a third-party. This inspection took 4 hours to complete and all remaining issues were noted at this time. As some issues were still found to be problematic and not yet warrantable by us, our Service Manager scheduled a call to address these concerns. He did intend on bringing another service tech to site with him but due to personal matters this tech was not able to attend. Again, to avoid extended delay, our Service Manager attended the call. Over the course of this service call all issues found in the second and third inspection were addressed and rectified to our Hy-standards. Repairs to the upper roof portion were accessible from the lower roof and were completed. You were present at this time and explanations were given as each repair was resolved. Over the course of these interactions multiple staff members were subject to belligerent and threatening behavior. This did require us to take added precautions and added time as safety is always our first priority.
It is our understanding that there have been no leaks or major functional issues with your roof to date. At this time, your roof is completed to our standards and is under warranty.
The Hy-Grade Team