Simon in Pickering

It was time for a new roof and we knew we wanted the job done right, by a reputable company and some "peace -of -mind" in case anything were to happen in the future. We wanted quality products, not just something that was cheap and looked good on day one. We looked at 4-5 companies and even considered a steel roof, but in the end chose Turnbull to provide us with what we needed and wanted. The quote and sales process was easy, low pressure and informative. They took time to answer all our questions and provide recommendations based on best practice and definitely not aimed at padding the invoice. They even talked us out of a few things, while still ensuring we had a great quality roof that will hopefully stand the test of time ...and a warranty to back it up just in case. No one and no company is perfect and our overall experience certainly did not go without a few hiccups. The original date we had booked was bumped(no big deal) as they were behind on other jobs(not due to weather, it was a beautiful day) but would have been helpful to know before the morning of the installation. The Turnbull team apologized for the communication oversight and we were rebooked for the next week. Unfortunately, the weather wasn't great that day and the team was only able to complete about half the job and needed to return the following day. The next day was perfect and they finished up about 3pm in the afternoon. The roof looked great, but upon further close inspection, there were a few issues that needed a final visit to finish up and correct. 1. The site cleanup was ok, but not great. We have a lot of gardens around the house and a lot of mulch and required a more thorough cleaning of the gutters and area around the house to get most of the debris and nails cleaned up. 2. The Turnbull teamed had also missed roofing one of the roof "returns" (small area of the eaves at the roof edge the turns back), so they came back to complete that. 3. Finally, we had had them install 2 bathroom vents ( for future use) and upon inspecting the attic, found that one had been installed right over a roof truss, thus making it unusable. This is an honest mistake when cutting the vent hole, but continuing to install the vent in an unusable location and "cover it up" in hopes that we would not notice for some time was quite disappointing. However, when we informed the Turnbull team of these deficiencies, they were quick to act, apologize and take complete ownership of the problems. They were back THE VERY NEXT DAY to completely remove, repair and reinstall the affected vent roof section, underlayment and shingles (would have been easy to just cut in a new roof vent and leave the incorrectly installed one), thoroughly clean around the house and roof (haven't found another nail since!) and complete the final roofing of the "Return" area. People and companies make mistakes and miss things. Nothing is ever "perfect". But having a company that takes pride in their work and to make it right when things do go wrong, makes all the difference. They didn't try to make excuses or demand immediate full payments. They owned the problems, apologized and fixed it until we were satisfied This is what we paid for! A company that stands behind its work and its performance! The roof looks great and my family and I have confidence that we've selected great products and great installers to keep us safe and dry for years to come. Lessons learned: 1. Choose a reputable company and good quality products for the important things. Cheap-out when you'd rather "hope" it lasts or can easily buy another one. 2. Paying more doesn't mean that you've paid too much. 3. It's your house so be a part of the process, educate yourself, check the work to make sure you are happy and always ask questions. Thanks Turnbull Team, I hope we never need to call again, but know that you'll be there if we do. And when we're ready for another new roof, we'll definitely call you.