We regret our decision to invest our new roof purchase with Hy-Grade Roofing. Their customer service is terrible. They are very attentive until they have your money. Our roof was installed on April 26, 2017 it is now September 20 and our issues have not been addressed as promised. Our sales representative gave us his word that he would make sure that our concerns with our roof were resolved - have not heard from him since May 25, 2017. We email, we call and we even mailed a letter and pictures of the poor workmanship on our roof - still no response. Buyer beware, the caulking and screws they use do not match the colour of your roof. Apparently they only use one colour - charcoal grey - at least that is what we were told and what they used on our black roof. Ask questions about what it is you are really going to receive and make sure you hold back the allowable 5% until you are satisfied. Be aware you cannot hold back anything if you use their financing services. We thought we were signing up with the best, but we were very, very wrong.
- Approximate cost of services:
- $25,700.00
- Company Response
Hello Mr. & Mrs. French,
Thank you for sharing your concerns with us and giving us a chance to address them. We would like to reiterate to you that the installation of your roof has passed and exceeded the requirements of our Quality Control inspection completed in May. Your roof is now warrantied under our 50-Year No Leak Warranty as well as our Lifetime Workmanship Warranty.
The caulking is there simply for your peace-of-mind as people may assume a small gap in any area is unintentional, when in fact it is intentional and has no impact on the roofing system’s functionality. The reason we use this particular caulking is simply that we’ve found it adheres best to our steel. We understand that you are concerned with the colour and will therefore place a special order for caulking and screws that pair closer to the colour of your roof. We have arranged a date for us to complete this service and have given you notice. We are able to confidently warranty this installation as our system is mechanically-sound and by design does not rely on caulking these areas. Please understand that your concerns are cosmetic and do not affect the functionality of your roof in any way. Thank you for your cooperation in resolving these concerns.