Cherry and Clark Roofing Company Ltd

A relative of ours had Cherry & Clark do their roof and they were satisfied and they recommended them to us. We had the estimator come to our house – he showed up on time and seemed to have good experience and gave us decent advice. He sold us the whole package and told us that the crew were highly professional and will clean everything afterward and he will be there to make sure we are satisfied… That was reassuring.

We decided to get the Timberline High Definition Shingle (Fiber Glass). The crew arrived on time a few days later (Monday) due to weather (not their fault). I decide to take a day off to remind the crew of a few issues with our roof and to tell them that if any plywood has to be replaced not to be shy and hange them… The crew worked fast, they were efficient and at the end of the day, the roof looked good…

That’s where it started to go downhill … very fast from there. The estimator sold us the fact that they were supposed to clean the entire site afterward – which they did, but then I found a few nails in my driveway a few minutes after they left (without saying Thank you & goodbye), I also found some random shingles around the house and many of our flowers and plants were damaged by the foot traffic / equipment of the crew…

Two days later still on no news from the estimator who was supposed to be there (remember…) to make sure we were satisfied – not very reassuring anymore.

A few days of rain later – Friday – while we are about to put our daughter to bed, my wife notices that a spot of the carpet in her bedroom looks a different color – I touched it and it was soaked wet. The next morning, I decided to rip the drywall and found the insolation and stud wet – after more demolition, I discovered that it was directly caused by a leak on our new roof. Overall, we had to spend approximately $500 to repair the damage but luckily I could do the repairs myself or the cost would have been 3 times higher.

I sent an email to the estimator and also the vice president of the company - they were supposed to dispatch the Warranty Manager on Monday, but someone somewhere decided that it was not that important and dispatched another employee – which came to do a temporary & very ugly repair. He agreed with me that the original crew neglected many details and did a poor jobs on some areas… He promised me that someone would to get back to me with a follow-up and a date of repair… but you guessed it, nobody called, not the estimator, not the vice president, not even the Warranty Manager who was supposed to be there…

Finally, they fixed their major mistake, but we never heard from that estimator - not a single soul, even bother to follow-up with us to check if we were satisfy and we had to chase the VP for every single information. On a brief conversation, he told me that the company shall be able to compensate us for the repair cost…. You guess it… It has been 2 weeks and no email, no call from anyone at Cherry & Clark. On top of the cost of the new roof, we had to spend around $500+.... No apology, no thank you, no acknowledgement - a loud & clear "We don't care" message.

Do you think we will recommend to call them ? At this point it doesn’t matter if we are satisfy with the roof itself – the whole experience was a nightmare, the company didn’t bother to follow-up; they don’t care if we are satisfy or not - it is, one of the worst companies we have ever dealt with…

After a few weeks, and after I post my review here, one of the manager finally contact us to apologize for the poor service & follow-up - it give me some hope for that company. Also, they agree to reimburse us the extra cost we had to occur for the damage & repair... It still doesn't really explain all the let down and "don't care attitude" with no follow-up, but again, it give me some hope... I believe they just need to learn how to set-up expectation properly... Therefore, i'm increasing my Rating on this company, but as a principle, I can't give them more than 3 stars on "Satisfied" and no more than 3 Stars on "Recommend"...