I never write reviews - unfortunately at this point I’m not sure what else to do.
Our roof was initially installed with pieces cut and pieced together rather than using full sheets where space & roof dimensions allowed. In some areas the ribs on the roofing weren’t even in line from one piece to the next. The valley on one of the dormers wasn’t properly installed leaving gaps where the strapping was visible. The cap on the peak of the same dormer was crooked, off centre & misaligned. It was necessary for us to draw all of this to the attention of Roof Pro Plus. To the credit of the company everything above was rectified in a timely manner & Chris even covered the flat top of our roof in new matching metal at no additional cost. One would think this would be the end of it, but no.
The crew then neglected to cover the face of a second dormer in metal and the snowbars in both the front & back of the house were not installed over the doors. Yet Dean was still sent to collect the final payment. We of course declined. When the above oversights were corrected Dean again appeared to collect final payment.
We noticed dented and pitted metal installed at the front of the house. Dean assured us it would be replaced 1st thing in the spring. We additionally voiced our concern about making final payment without having had the opportunity to properly inspect the roof, especially given our experience to date with Roof Pro Plus. Dean assured us that they would return in the spring to replace the dented metal and address any additional deficiencies at this time. This was November 2019. We paid up. BIG MISTAKE.
Fast forward to spring 2020. April 5/2020 we emailed Roof Pro Plus inquiring as to when we could expect the dented metal to be replaced and identifying further deficiencies such as a gap near the chimney sufficient to allow ice, rain, snow, small birds/animals access under the metal as well as significant sections of edging left unsealed. Pictures were included. Jan immediately responded that all would be fixed and a time frame would be provided when they were next in the office April 6/2020.
We heard nothing.
May 11/2020 we again emailed, Jan specifically, at Roof Pro Plus seeking a time frame regarding the multiple deficiencies on our roof. Roof Pro Plus choose to completely ignore this inquiry.
May 25/2020 we again emailed Roof Pro Plus with the same questions. About the same deficiencies. This time the email was sent to Jan, Dean & Chris. Once again Roof Pro Plus has chosen to completely ignore us.
Additionally we’ve discovered that 3 of the 4 peak caps are not closed off at the eaves & birds are now nesting in at least one of them.
We understand that the Covid 19 pandemic has completely upended normalcy. However, the Roof Pro Plus website clearly states, in a bright red banner, that they are still open for business and outlines in detail how they work in this environment.
The pandemic in no way interferes with the ability of the company to provide the common courtesy of a response to a customer having paid in full for a job which has yet to be properly completed. One would assume that a roofing company would be capable of completing a roof properly without the customer having to repeatedly check their work & report the deficiencies over & over again.
We have all emails referenced above & pictures of all deficiencies stated, only a few of which are included here.
- Approximate cost of services:
- Company Response
*** Update****All deficiencies have been repaired and taken care of****
D & A, You are correct, there were several deficiencies with bad cuts from the original installer who was subsequently dismissed and we moved forward with alternative installers and were able to rectify the orginal issues. During the winter install there were some challenges in getting it perfect and we agreed to return in the spring as you pointed out. We acted promptly and professionally when issues arose and I have a voicemail from "A" stating he was very impressed and that we could pick up the final payment which we did. We did mention that we would return for final clean up in the spring and also take care of some dents/scratches in the flashings. Jump forward to the spring, Covid 19 and restrictions regarding the legal ability to work. While we agree there are issues that need to be addressed we had some limitations related to Covid; i.e. we are only allowed to work if the work is considered "emergency repairs", while I can appreciate the work is unsightly and it must pain you to see it everyday... it did not fall under the "emergency umbrella". I hear and sense your frustration and it shows in your review and we have not communicated effectivley during Covid and for that we are truly sorry. These are challenging times and we have reached back out to give you peace of mind that all will be taken care of. Kindest regards, Jan