Roofing contractors were very good, however hygrade themselves we found were not very efficient, it was extremely difficult to pin them down to a time frame and we were never informed of any information voluntary from Hygrade. It was always us chasing them trying to find out a date. Originally we were told maybe June when we paid our deposit, roof was completed in October after numerous phone calls. Their lack of communication we found very frustrating.
- Approximate cost of services:
- $45,000.00
- Company Response
Hi there,
Thank you for taking the time to provide feedback for us. Due the nature of our business we are not able to provide installation dates at the time of contract signing but rather estimates based on current wait times. Wait times can be affected by many factors including availability of crews, unexpected project delays or advances, weather delays, etc. For this reason, we provide estimates with updates approaching your installation. At the time of your contract singing, we provided an estimated wait time of August. Due to many of the above factors, the wait time in your area was extended. We do ask our Roofing Consultants to keep their customers updated during the wait and are always available at Head Office to assist with this as well.
Since the time of your contract signing we have also added a “Hy-Grade Welcome Call” into our order approval process. In this call we confirm the wait time estimate you’ve received, we ensure you received your welcome letter which details the process between contract singing and installation and we also ask your preference on how often you’d like to be contacted with an update. Unfortunately, this was implemented shortly after your order was approved. Since its implementation however, we have received lots of positive feedback and have been able to improve our communication with customers.
It’s because of customers providing their feedback, like you have, that we’ve been able to continually improve on the service we provide to our Hy-Grade Family. Thank you once again for taking the time and we are positive you will enjoy the peace-of-mind that comes with your Hy-Grade Roof for many years to come!
-The Hy-Grade Team