There is a reason we are the top rated firm in the GTA and that’s for customer service and quality workmanship with thousands of satisfied customers and over 300 positive reviews online. It is a very common practice in this industry for other contractors to intentionally discredit other firms work, in fact its all too common in an effort to gain work on their behalf many times for issues not even requiring repairs . Unfortunately, this was exactly the case for this customer who was more than happy to take another contractors word from Homestars with only 3 posted reviews to their account who couldn’t identify any leak source on their visit and their solution was to sell the customer a new roof on one side in hopes that it will solve the problem which is usually the approach taken by the re roofing companies. Never in MrRoofRepair history has a customer denied us the opportunity to help them and so easily be influenced by others to pay additional money without identifying the problem and offering a shot in the dark solution. Our offer to return yet a third time to elaborate on the details and prove to her yet again our repair was effective and water tight and dry after our first visit and second return visit verifying this fact- read details below. These facts are based on details and in speaking with the customer March 3rd 2012.
We clearly informed this customer about the chimney brick issues ( large gaps) in the brick work with pictures to prove this on our first visit as well as in the report with pictures and phone call on our return visit.*** A water test was performed on the second requested return visit and our chimney roof base repair was water tight and the pictures clearly indicate brick work was required to be done ASAP with large gaps that need to be closed off to resolve this issue especially with wind driven rain. This urgency was ignored both times by the customer.
In fact the roof repair was so professional and text book we show case it as an example of how these chimney /flashing repairs are suppose to be correctly performed which is usually not the case industry wide.
We always respond to customers requests as we did here even providing proof with pictures the repair was water tight and that the customer continued to ignore our advice that brick work needed to be performed on the mortar gaps of the chimney bricks asap and they ignored the issue now putting blame on us.
When repairs are not effective they leak again within the first few rain falls. This was not the case here as the customer called back 3 months later in which we responded immediately to her request and showed up next day on site to check things out.
We were never contacted again after our 2nd visit which is very odd especially since when issues arise we are the first to be called as it makes no sense to pay someone else money for a repair with warranties in which we honour.
The initial repair was performed in October 2011 and our first call back was Jan 17th 2012 . If repairs are not effective they leak on the next rain not 3 months later.
This customer emailed us their concerns without a phone call Saturday evening March 3rd 2011 and was contacted immediately that night by phone/email to discuss and resolve concerns in an effort to reach out and help and schedule a return visit to prove our case and help the customer in which she declined.
During the conversation much to our surprise the customer had quotes from other roofers all of which could NOT find or identify the leak source and easily just blamed our repair as quoted by our customer “likely a source for the water entry.” these other companies went on to quote her to replace that side of roof at a costly rate in an effort to HOPE to find and fix the leak they couldn’t identify. They wanted to repair skylight and vents however did not identify if they were leaking and never showed customer any pictures or did not go inside the attic to check. It was a flat out guessing game to gain work not in the customers best interest.In this case the customer believed them and replaced her roof at an unnecessary cost.
I am posting a picture set our return visit showing the huge gaps in the brick for readers to easily come to their own conclusions. These gaps were never resolved by a masonry specialist by the customer.
Picture set of return visit showing brick gaps. http://www.flickr.com/photos/mrroofrepair/sets/72157628938415501/
We had followed up numerous times by phone and email to return to the home to inspect and resolve the issue during the last year but no reply back from the customer. In fact during our phone call March 3rd she was happy to pay another large sum to a roofer to replace on side of roof without proof of where the leak source was coming from. We were able to prove on our return visit Jan 17th 2012 our repair remained water tight and effective.
