BAD Customer Service - Rip Off
After the wind storm last Friday, May 4th, 2018. Our house suffered damage to the roof from the wind ripping away our shingles. AZRoofing came to my house for a quotation telling me they would be here within a half hour, but they took over an hour to get to my house. After taking a look at my roof, they told me they could NOT fix it right away and offered a temporary solution to protect it from the weather. They quoted me $500 for the temporary solution. I offered to pay them $300 for the temporary fix, and offer them the job to redo my whole roof if they gave me a break. They quoted me $10,000 dollars for my roof. I didn't even ask for special material, just regular shingles that my old roof had. Last year I had a quote for only $3600, but the contractor at the time said I didn't need it yet. I could not pay $10,000 for my roof and asked AZRoofing to give me a break, but they just packed their things and left. Clearly they were taking advantage of this weather incident and over charging customers in their time of need.
- Approximate cost of services:
- $10,000.00
- Company Response
Dear Justin,
First, thank you for taking the time to write a review and express your frustrations. For the benefit of those reading, it would be vital to shed light on this issue from our side as well. I do apologize for not being able to respond earlier. As you all are aware, the impact of the recent windstorm is keeping our schedule quite packed.
During the recent windstorm, there was a flood of calls from the customers. As much as we would like to help everyone, it was physically impossible to get to everyone on time. We often give an estimated time range of when we can get onside given the unpredictable traffic and when we finish with the previous clients. When we go for an estimate, we may come across situations that take longer to assess and communicate with the customers than expected. We value our customers so we take the time to do a detailed inspection of the issue and answer all their questions.
After getting a call from Mr. Justin from the Markham area on Monday 7th of May, despite a packed schedule with a number of clients that I had to see, I tried my best to fit him in my schedule and got there to check the roof. He himself mentioned that he called so many companies and no one responded, and he was glad we responded and came to see his roof. I think that says something about our dedication to our work and customers.
In addition, Mr. Justin was not present on site but on the phone translating with his parents who had difficulty communicating in English. It took us (two technicians) around an hour on site patiently communicating on our 3 way communication back and forth and over 2 hours overall with travel time on our already packed day. I hope there is an appreciation of how much we value serving our clients and do our best to earn their satisfaction. If we haven’t got the job, how can Mr. Justin call it a “rip off”. Being able to write a review is your right as customers but it is important to use that right responsibly.
Concerning Mr. Justin’s roof, after inspecting the roof, there were 3 sections of damage totaling to around 35-40 shingles missing. The roof was very old and as I explained to Mr. Justin and his parents that there was a major danger of breaking the other shingles while walking on the roof during the repair process. The roof had to be replaced. The roof was around 2800 sqft with a slope of 10/12 which is very steep. I needed at least 150 sqft of tarp for the temporary solution. I offered to Mr. Justin that if we get the job, I will not charge the $500 for the temporary solution as per our company policy. Otherwise, my price was $500 for the temporary solution.
My price of $10,000 for the roof replacement was with all the accessories (which includes ice and water shield, drip edge, stainless steel metal vents, fiberglass deck armor all over the roof, weathertex hip and ridge capping, pipe flashing, and all metal flashing) and 50 years of non-prorated warrantee both for labor and material. We never had a conversation about a simple roof without the accessories. The price without all the accessories would be lower by a few thousand dollars but I could never match the price of $3600 which he never mentioned to me during our visit. Some companies that use counterfeit shingles that may cost around $3/ bundle compared to our shingles that cost $24/bundle, illegal Labour and functioning without a license and proper insurance may be able to give you that price but your roof may not last for the next storm. You must remember the quality is not going to be anywhere near the quality and the peace of mind we offer for our customers.