New Roof- horrible communication
We signed contract in Apr 2014, was told it would be 6-8 weeks, didn't hear from them until end of July 2014 after we called them asking when our roof was scheduled to be completed. Material arrived on a Thursday however no one told us when they were to start the job. We left for the weekend as no one had called yet, figuring someone would call us to start the following week, no call. The crew showed up on the saturday morning WITHOUT ANY NOTICe, fortunately someone was staying at our home. The installers didn't tie off, no safety equipment used, no CSA approved shoes or steel toed boots. Furthermore, I noticed the installers arguing on the roof, yelling at each other in another language.
After the job was done I asked the installer when the final inspection would be done, he couldn't tell me, said maybe in a week. That was August 4, 2014, now it is Sept 2, 2014. When the office called to confirm the final payment in the second week of August, I asked again when it would be, they told me they couldn't tell me, I requested someone call to advise when they were coming as I would like to be present for the inspection, they agreed and wrote a note on the file.
On August 27, 2014, I called and asked again when they would be coming as I hadn't heard from them, they said early the following week.
They called the morning of Sept 2, 2014, stating they would come between 11 and 12 pm. At 1pm no one had come or called to advise of a change of plans.
While I understand our job may have been small compared to others, overall the company was very unprofessional in their lack of communication with us as a customer, regard for our time, as well as their installers behaviour while installing the roof on our home.
I have had many people ask who installed our roof, I tell them, then go on to tell them also the issues we have had, and that I would not recommend them.
I was excited to work with this company initially however the continuous issues unfortunately have made a very negative overall impression.
- Approximate cost of services:
- $7,500.00
- Company Response
Hello Heidi. We are so very sorry your expectations regarding communications from Hy-Grade weren't met. Excuses are made when you try to deflect responsibility to others. Reasons are offered when taking responsibility yourself. Hy-Grade has experienced very rapid growth over the past year. Our internal systems have failed to keep pace. Communications are the "lifeblood" of internal systems which have external consequences. You, unfortunately, experienced the negative consequences. Rest assured your comments have been taken to heart, we have learned valuable lessons from them, and will we'll get better. That you've received such favorable comments about your permanent Hy-Grade steel roof must mean it looks great. We again apologize your experience didn't match.