Alpine Roofing

My mother in law has been using Alpine Roofing for almost as long as she's had the house - or as long as they've been around.
I kept telling her to stay away from them, because they have extremely bad reviews on other sites. She said she trusted them and that they haven't done her wrong.

Fast forward to the April 2018 windstorm - she called them, they came out right away, fixed the roof and went away - as she was covered under her warranty with them.

Fast fast forward to May 2018 windstorm - she called multiple times - each time, leaving her name, address and phone number in a voicemail and with someone directly. Both times they "lost" her information and never showed up to fix her roof - 4-5 pieces missing, nothing crazy.

She finally got through to someone, only to be told that it'll be a MINIMUM of $500 and that they can send someone over for a quote. She was asking why she would be quoted when she should be under warranty? He said it's not covered.

She asked why she covered 4 weeks ago and not today. He said it's not covered. She then said well, you're going to lose clients because I've recommended you and I've used you over decades. He said "have a good day" and hung up.

I am astounded that you have such good reviews on here while on other sites, people are expressing the exact same issues.

My mother in law is a senior. She lives on a smaller income than you make probably in a day's work. I am astounded that you can try and "cash in" on the May windstorm. How does your warranty vary between storms? Do you just sit there making it up as you go?

You've been around for a long time and sadly, people know your name. You take advantage of people and leave them hanging, without a fixed roof because you need to cash in. Stop offering warranty if you aren't going to show up anyway. Or is that your way of making people feel comfortable with your services until you change your mind about them? They'll pay you 6K for a roof only to find out 6 years later that they're not going to have any luck.

You should be ashamed of yourselves and have a serious restructuring of your company, since your sense of customer service went out the window a long time ago.

Just remember: your customers are your bread and butter. What happens if you lose them all? Or do you have another, larger warranty to offer the new ones only to mess with them later, too? Is this your contingency plan, really, Alpine???!