Did not solve the problem, charged full rate, did not return call
We did not have a good experience with them. We will not use them again and would not recommend them.
We called them because we had a leak that we wanted fixed. They came for an inspection and identified certain areas as the likely source of the leak. Then they came and did work on those areas they said were probably causing the leak. They were wrong. Then my wife and I identified a source of water ingress and told them. They came again (after we had to approve another estimate, in addition to the one already sent and approved for the previous visit) and did work in that area. They did not solve the problem. Despite not solving the problem, they promptly sent an invoice adding two estimates for the two previous visits.
Their estimates (before you approve the work) include the following sentence: If, after we have completed a repair, you continue to have water ingress issues, please call us. Lets work together to solve this problem. Based on our experience, we recommend that you do not rely on that sentence and not assume that Absolute Roof will propose reasonable solution (i.e., something other than a full roof replacement, which in our case was obviously not necessary, or additional visits for which they will continue to charge you even if they dont fix the problem). Thats not what happened to us. I called and left a voice mail asking for a call back to discuss the invoice, as it was clearly a problem that we were being charged full rate when our problem remained unresolved. I never got a call back. Instead, I got an email suggesting that we replace the entire roof, and that any additional visits would be billed again (after three visits already).
In sum, they did an inspection that did not identify the issue; they did not solve our issue after three visits; they charged us their regular rate despite not having solved our problem; they did not return my call or voicemail requesting a call to discuss the obvious problem of a full rate invoice for work that did not solve the leak. When I have a leak, I want it fixed. Absolute Roof did not fix our leak, and charged us over $1400 for their visits.
- Approximate cost of services:
- $1,400.00
- Company Response
Mr. Martin, it is unfortunate that the correct leak source was not found. But the reason why your roof leaks and the source could not be easily located is that the roof is well beyond its service life which you were told and given photo evidence. Poor roof maintenance has allowed severe moss infiltration between many rows of shingles and there are large areas where the shingles are so old and damaged they are waving. The ridge capping is also deteriorating and cracking, losing its granules and watertight integrity. Our experienced roofing technicians spent about 10 hours at your home over three trips in attempts to find and fix the leak for your benefit. They found more areas than the one you had identified as a possible leak source. They then provided a quote which you approved and repaired the issues they determined to be the most likely cause. We billed our inspection fee of $225 for the first visit and provided a quote for $1100 for the identified work. This totalled $1400 over the first two visits. We did not bill for the third visit after the quoted repair was completed. We did detail for you all the issues we found. Unfortunately, we cannot continue to inspect and repair further without billing for the time spent doing so. We share your frustration in trying to source leaks in older roofs and understand your wish to seek alternate options to our suggested roof replacement. We suggested a replacement because you were concerned about the accumulating charges and our inability to guarantee repair work as explained to you previously. A roof replacement would be the smart move because of your roof's age and condition as it would safeguard your home against current and future leaks which would save you further unpredictable and unknown repair charges. It will have to be done at some point in the near future regardless.