At Integrity Roofers, we go above and beyond to accommodate our clients and we live by the mantra, “the client is always right”. In this case, however, we feel the need to tell our side of the story.
Prior to writing this response, I spoke with a manager at Home Stars to request that this review be removed from the website due to the fact that Mr. Li is not a customer of ours. He did not conduct business with Integrity Roofers. His deposit was returned to him and no roofing job was performed. Home Stars refused and it makes me wonder: who is Home Stars really here for? The contractor? The customer? Or shareholder profits?
When I first met Mr. Li, I provided a quote. At that time he notified me that he was considering two other potential roofing contractors. He selected Integrity Roofers because of our warranty options, and most of all, our competitive price. The next day, he paid a deposit. The day after, and for 5 days to be exact, it rained. During these 5 days, no roofing jobs were performed, including Mr. Li’s. It is important to note that Integrity Roofers never puts client property at risk. If there is even a chance of rain in the forecast, we cannot perform roofing work because if it does indeed rain, the materials beneath the shingles may be compromised, or even worse, there may be damage to the home’s interior.
As a result, Mr. Li’s scheduled completion date was postponed by 1 week (as were the completion dates of our other clients’ homes, which were scheduled before him). At this point, Mr. Li began to phone me on a daily basis in efforts to push his job forward and ahead of other clients. I refused because at Integrity Roofers, we have a system and it is in place for a reason. It is first in, first out. Clients are scheduled and we abide by this schedule, never letting one client’s job take precedent over another. When Mr. Li did not get the results he wanted through phone calls, he began to show up in person at our office. His attitude and demeanor was so abrasive that my staff members felt genuinely uncomfortable. Mr. Li’s name was always on the scheduling board – just not where he wanted it to be. As grateful as I was for his business, it was at this point that I recommended he hire another roofing company that could complete his roof within the time-frame he needed. When Mr. Li agreed, I promptly refunded his deposit.
I did not under-quote his roof. My price is my price and it is carefully determined according to materials and labour. The unfortunate way in which this transpired was a result of timing and the fact that my team and I were unwilling to bump other clients in order to complete Mr. Li’s roof sooner.
Reply created 30 Dec 2016
