I’m eager to give praise where it’s warranted but in this case, I can’t share the same enthusiasm for Ontario Shake N’ Tile as the other reviews posted here. There’s nothing worse than bad communication to put off a customer. When I ordered my new Kasselwood roof through Mitch Myers I was given an estimated start and completion date. The materials arrived a week before the original start date and sat in my driveway for 4 weeks before the job got started. Two weeks after the job was suppose to be done I contacted Mitch to get a new start date. I have to say that I was slightly put off with getting a call back asking that I call their office to speak to the site manager Sal. I believe good customer service would have been achieved if I didn’t have to make the extra call.
Sal emailed me on July 1st to tell me that the crew would be starting the next day. Disappoint #2, they didn’t show until the 3rd. At the end of the first day I had to remind them that I had asked that the “no longer used chimney” be brought down to the roof line. The next day when the chimney was lowered the crew wasn’t aware of what they were suppose to do to cap it, the site manager wasn’t present for the rest of the install, which lasted 5 days. As you can see from the photos, this isn’t a big roof! In the end, the site crew manufactured a metal cap for the chimney. It really wasn’t what I expected from the amount of money I was paying. When Sal called the following week to ask about how I like the roof, I indicated that the roof looked great but that I wanted him to come out to look at the chimney cap. We arranged to meet the following Wednesday morning. I spent the entire morning waiting for him and he never showed and never called. I called the office later in the day to complain, they couldn’t get a hold of Sal. I emailed a photo of the cap from what I could see of it and have yet to hear back.
The install crew was a little rough around the edges but from what I could tell, they were competent and they cleaned up the site each evening. The roof does look great, I’m happy with going with Kasselwood but I can’t give full marks to Ontario Shake N’ Tile for their customer service. It was lacking.
- Approximate cost of services:
- $11,800.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear Robert,
Thank you very much for your business. We are committed to providing the best service possible to our customers. We are happy you are satisfied with the quality and look of the installation, with the notable exception of your chimney cap. It is my understanding that Sal has reached out to you and we are currently taking steps to resolve the issue to your satisfaction.
We strive to reach the highest level of service possible, there are many variables when it comes to job scheduling, not the least of which is Weather. Please accept our apologies for your inconvenience, and know that we will service our work diligently through the course of your roofs life. Please contact us with any and all concerns.
Best Regards,
Jeremy @ Ontario Shake N’ Tile