I called Mr. Roof Repair when my flat roof starting leaking about a month ago. I was told that they weren't like "other roofing companies who come and give you a free estimate" ... instead, their approach was to send their guys out to repair the roof and then provide a recommendation for a permanent fix, if necessary. This sounded good enough to me, even at a cost of $500 + HST I was hopeful that the repair would suffice and no additional work would be required. So two guys came out, spent 25 minutes on my roof and assured me that what they did would "get me through" while they prepared a quote for a more permanent solution, given that the state of my roof was beyond anything patchwork would rectify. Two days later, while I was still waiting for the estimate, it rained and my roof leaked. I called to express my concern and two guys were again sent out to my house. This time they spend about two hours up there - spreading a tarp and lathering tar. In fact, they lathered so much tar that when it rained the next day, it filled my brand new eavestroughs and ran down my brand new downspout and pooled in my driveway. So, I called again, and again they sent their two guys back. They told me they would replace the downspout and they did. The only problem is they put it in a completely different location where it sticks out about a foot from the house and is quite unsightly. Throughout this process, we have been getting estimates from other companies that were willing to come out for the sole purpose of giving us an estimate. We decided to move forward with a full roof replacement with another company. Once they were on the roof, they told me that my eavestroughs were so full of tar and loose gravel that there was a risk of them clogging when winter came. They also pointed out that the new downspout was put on poorly and recommended replacing the whole set up at a cost of $600. So, all told - it has cost me about $1100 to deal with Mr. Roof Repair - money that I got nothing in return for. They were not able to keep water out for even one rainy day and they destroyed my eavestroughs and downspouts leaving me with the expense of undoing what they did. The only reason I am giving this company a rating of 2 is they were all so pleasant to deal with. Throughout the process, I really did feel as though Adam wanted to help - I only wish these guys would be honest with you and tell you when they don't think that their repair job will make a difference. This was a real learning experience for me and I would recommend that anyone with a roof problem call around and find companies that are willing to give you a free estimate. There are a lot of very reputable roofers in this city and I feel like a bit of a d*** for spending $500 on something that didn't help me a bit when I could have had 4 or 5 free estimates in the first place. In the end, I went with another company, which was the first company I called. Initially, I thought their quote was too high, but once I obtained other quotes and was able to see the scope of the work that Art and his guys were willing to do compared to the others, I was satisfied that it was the right move and I am extremely happy with the job they have done.
- Approximate cost of services:
- $9,000.00
- Any advice to offer fellow homeowners facing a similar project?
- Obtain a minimum of five quotes and don't spend any money until you make a decision on who is going to do the full job.
- Company Response
Hello Jay… This is most certainly an unfortunate situation. However, your account of what has transpired is missing elements that draw a more complete picture. One, which we believe will show both sides of our relationship and a more accurate view. Also, there are elements of your commentary that are just not true.
Having said that, we appreciate your mentioning our commitment to our responsibilities, that we maintained constant and amiable contact and attention to your property during our relationship. However, we would like to express our disappointment in this situation as a whole as our aspirations are to maintain the highest levels of service in all circumstances. Unfortunately, we believe that this particular situation could not have been avoided given your desire to save money, our aim to accommodate that request and the state of disrepair your roof was in.
You had approached us on the basis of attempting to avoid a large, expensive repair, having provided us with a quote from another company. Desiring a smaller repair if possible and for us to provide more cost-effective options if a larger repair was indeed necessary.
Upon attending your property, it was communicated to you that a larger repair was indeed necessary. We spoke about alternatives to the quote you had shown us from the other company and we explained that only a temporary solution MAY be possible on-site to abate the leak until a more permanent solution could be provided. You were well aware that there is no guarantee that a temporary repair will be effective as per the disrepair of your roof. Otherwise, it would be a permanent repair and no further work would be necessary.
You maintained your desire for us to attempt a temporary repair, of course, based on our suggestion and explanation of its possible effectiveness. Obviously, our intention was to quell the leak in lieu of the approaching weather and permanent repair as has been with the thousands of successful temporary and subsequent permanent repairs implemented for our clients over the years.The first attempt being unsuccessful, we again attended your property to attempt a secondary, more in-depth temporary repair in lieu of the rain that was supposed to approach the next day. Unfortunately, it came earlier and rained overnight. In our attempt to effect a more plausible temporary repair, the product needed time to set and the rain thwarted our efforts. This was also the cause of the product running through your eavestrough system.
We then returned your property to replace the downspout as promised, which had been affected by the repair product. However, our replacement of the downspout was indeed the correct way to install a downspout whereas the downspout that was existing, was installed incorrectly with no outlet and engineered with many turns causing improper flow. Our installation of your downspout was indeed correct and optimized for your eavestrough system.
To say that we were not honest with you about the possibility of an ineffective temporary repair is just not true. This was communicated to you on the phone when we first spoke, in writing in your service agreement and on-site, when both attempts were made. We understand that you are frustrated by this experience, but to say we were untruthful or not forthright is just untrue. We are transparent with all of our clients. We have serviced thousands of clients in the same manner. If we routinely acted in the manner in which you are accusing us, we would not be regarded the way we are. Simply not true.
Also, we do NOT charge for estimates. Our quotations are most certainly free. However, we base on our quotations on in-depth roofing system assessments. Assessments are accompanied by a 13 to 15 page report, documented by pictures, which are rooted in our multiple, industry leading accreditations. Assessments are provided for free with a repair or can be contracted for separately. We do NOT charge for estimates.
This is truly an unfortunate situation that we believe could not be avoided. We attempted to help you when asked and were then vigilant in attempting to service you further when you were not satisfied. Throughout this process, we have been ever present and more than willing to try and rectify the situation even when you were not eager to reply positively to those attempts. Again, to say that there was anything untoward on our part is simply untrue. No contractor is unblemished. However, based on our long and successful track record, this is an anomaly, and certainly not the norm as our clients have and will continue to attest to.