Bev in Burlington

Last spring it became apparent that my home's roof was leaking when each time it rained outside it also did so in my kitchen! I called six local roofing companies for estimates, all recommended by family or friends. Desi's Roofing was the only one for which a human being answered the phone. The woman was courteous and answered all my questions patiently and intelligently. Two of the remaining company's did not even return my call. Four company's, including Desi's, came to my home to offer a quote. After not even so much as going up onto my roof or asking what type of shingles, etc. I wanted; one company's representative offered me a verbal quote of "around four grand." Desi's estimator was on my roof for almost an hour. I think he took a hammer to every square inch, insuring there would be no surprises once the old roof was removed. The following day, there was a formal estimate in my mailbox, listing prices for different types and qualities of shingles and what sort of warranty accompanied them, as well as various different suggested upgrades for underlay and eaves products. This was also the only estimate of the four (well; three and a half – not taking the verbal one seriously) that noted the prices did not include my large shed or the overhang on my back door. Impressed with the comprehensive estimate Desi's had offered, and with time being of the essence, I called to book an appointment for the repairs to be made. With the roof leaking, I explained, I would like it done as soon as possible. Not to worry the lady on the phone said, reading from a note attached to my case file. Apparently, while their estimator was on my roof, he had found the leak and fixed it. She wanted me to understand that the repair was temporary, but not to worry about the weather forecast for more rain. If I hadn't already decided to hire Desi's Roofing Company, this would have solidified my choice. When Desi's installers arrived, they were quick, skilled, and very respectful of my property. I think the leader of the four must have thanked me a dozen times for the Tim Horton's coffees I brought home to them towards the tail end of a very cold, windy, April day. They were delightful! And, an in-depth inspection of my front and back yard afterwards, in order to protect my nosey dog from injury, found no debris or stray nails. Actually, I found more refuse in my yard after my next-door neighbour had his roof redone later in the season! (And, no, not by Desi’s!) If you are in the market for roofing work, I whole-heartedly recommend Desi's Roofing Company. They are competitively priced, thorough above and beyond and their employees are all polite, respectful and knowledgeable.

Very shortly after having my loveseat/sofabed recovered, the seams on the seat cushions began to fray and come apart. The cushions were returned to the company with my understanding that they were to be recovered with new fabric. Granted, I have no way to prove whether they actually were or not, I suspect not. I suspect the seams were just restitched. Upon their return, the fabric seemed even tighter on the cushions that it originally had been. And, sure enough, within months afterwards, the seams on the cushions were once again fraying. I made arrangements and sent them back again. To my surprise, this time, I received a letter in return stating that the company did not see my complaint as "justified" having assessed the "damage" to my cushions as being caused by a pet. I do own a dog. She does sometimes lie on the couch. When she does there is a cover between she and the couch. This is more to allow us to easily lift the cover and avoid getting ourselves covered in her ample, Siberian husky coat than to protect the furniture from damage. In reply to their letter, I contacted The Master Craftsman and asked, when the first time they agreed to the repair, what had caused them to change their assessment and now refuse? Their answer: the existence of pet hair. I assured them my dog did not cause the “damage”. As there was no "damage" what-so-ever on the arms or backrest of the couch, nor on any other area of the cushions apart from the seams, I felt they were giving my pet the credit of more intelligence than I if they thought she could be so focused in her "damaging." And, why, I asked, did they suppose she never set about likewise damaging the original fabric that had been on the couch for the first eight years of her life, nor the leather couch in the living room, nor any of the other furniture she makes herself comfortable on. The did not answer any of these questions. My request to escalate my claim was denied by the company's "Operations Manager." (no names given, neither any last name on the letter’s signature) He or she declined my request to provide details in professional terms as to how the judgement of pet damage had been arrived at. Insulting as this all might seem, the worst of it was The Master Craftsman having the audacity to offer to quote me for the cost of the work should I choose to pay for the repairs myself. No thank you!!! All of this can only lead me to conclude that the presence of pet hair allowed the company a legal "out" to their written, five-year warranty against problems with workmanship. The seams splitting on my cushions are far more likely, in my opinion, the result of the fabric covering being too tight and the seams too shallow. Unfortunately, angry and disgusted as I may be, I find I have no recourse in this matter but to warn other perspective customs in venues such as this to prevent others suffering the same intolerable service.