While the overall work that was done was fine, the level of service from some of the staff was appalling.
In terms of the work, the roof was done quickly and professionally; there was a large crew, and they were working hard throughout the two (very hot) days. They maintained constructive communication with the homeowners as well.
However, the follow through was abysmal. During the work, one of the workers (likely inadvertently) left the 2nd floor gutter disconnected from the downpipe. We tried to reach Royal Roofing by telephone at least 6 times during the following day. Nobody returned any of our messages. Finally, that night, Louis (who was the team lead) returned the call. He was incredibly rude and condescending. Given it was a 2-minute fix, we insisted he send someone over as it's high up; he very begrudgingly gave in, called and all he said was "someone's on their way" and hung up.
While we aren't unhappy with the actual work that was done, his demeanour left a very sour taste in our mouth.
Fortunately
- Approximate cost of services:
- $6,000.00
- Company Response
Dear Antonio,
While working on your roof and communicating mostly with your neighbour Peter we did not receive the same feedback from him. If During the short time we saw one another we offended you in any way we apologize. Because of a lot of roof emergencies caused by the heavy rain that day we were not able to respond as quickly as we would have liked to. Although luckily we were able to fix the disconnected gutter that same day, we apologize sincerely for any improper treatment you have experienced with our staff.
Kind regards,
Royal Roofing