Jon Himelfarb from Richmond Hill

On June 28 my roof started to leak into my living room. To be more exact, it was leaking in 5 spots, all close to each other. My husband called Home Pro Exterior Services from an ad he found on Kijiji. Within 2 hours, Fred from Home Pro Exterior Services showed up at my house. He inspected the roof and told me they have a package for 21 tiles for $500 and that's going to fix the problem. I agreed. He proceeded to replace the tiles and then he came to inform me that a bigger section needs work than he had estimated and it's going to be another $400 and he has to come back the next day. I asked him if their company would guarantee the work, if it's still leaking can I call back. He explained that yes, the company does guarantees the work that they do but to allow between 24 to 48 hours to make sure everything is dry. That being said, I signed for a $500 deposit and he told me he will come back the next day. The next day Fred went back up on the roof and then informed us that another $600 is going to be necessary to replace the damaged wood, which we agreed to pay. Total paid $1,621.77 (tax incl.). We were pleased that they showed up so fast when we called and that they came the next day, which was a Saturday, to finish the work. We thought it's a company you can rely on. After the job was done, Fred told us that the company can't guarantee that it's not going to leak somewhere else in the house. This made sense as they only repaired a small section of the roof and we didn't ask them to fix the whole roof, only the leaking area. But that they do guarantee the section that they had worked on. My husband signed indicating that we had been informed that "more work needed to guarantee the roof". THE ROOF! Not the section they worked on, the entire roof! I had already asked if they guarantee their work and they said yes! That is the only reason we signed, especially considering that Fred and I had a talk about how they would come back in case it's still leaking. I'm sure Fred remembers this conversation that I had with him because that was the only reason I signed for the $500 deposit; because he said the company does guarantee the work. On July 8th the ceiling started to leak worse than before Home Pro Exterior Services "fixed" the roof. We called Home Pro Exterior Services and they made an appointment to come and check it on July 24th (almost a month from the initial appointment and three weeks after their repair). Apparently that was their first available appointment. I wasn't happy but we had no choice but to wait. We did wait. And nobody ever came. And nobody called to say they are not coming. So buckets and towels every rainy day from June 29th till July 24th. I called the company to ask if I can make another appointment or if anyone can tell me what's happening. I got the answering service. There is nobody there and no other phone number I can call. I can only wait for them to call back whenever they decide to do so. Eventually somebody called me back, an Andrew M., telling me they are NOT going to come back and to "take it up with my husband" as he signed that "customer has been informed that more work is needed to guarantee the roof" and there is nothing he's going to do about it. I was shocked. They wouldn’t even come to see what was happening. Andrew M was very rude and he hung up on me without even trying to offer any kind of solution. They already had the money, why should they care? I decided to call back and try to seek any help. I was willing to pay more and repair the whole roof. Of course, I get the same answering service that can't help; they can only take a message. I left them a message to call me back. I also asked if they have a location I can go to and talk to somebody face to face. The woman on the phone told me I am more than welcome to go to their location in Richmond Hill, Ontario at 9251 Yonge St., Unit 8966, and speak to them at their offices Nobody called. I called again and pretended that I'm a new customer and used my middle name and the same phone number and inquired if they guarantee their work. I was informed that somebody is going to call me back. In the meantime I decided to go to their offices. I went to the address provided which is a UPS store where I learned that Home Pro Exterior Services do rent a mailbox there but that's it, there is nobody I can talk to. The next day I get a phone call from Home Pro Exterior Services and its Andrew M. again. He called the "new client" that the answering service told him to call. This time he’s very nice and asks how can he help? I asked him if their company guaranteed their work. He told me they do guarantee their work but not against animals. And then I think he recognized my voice and asked me if we did business together before. I told him yes and gave him my address. He said he's going to put me on hold and look for my file. I waited 6 minutes on hold and then he hung up on me. I called the number he called me from and Andrew M. answers and tells me he somehow got disconnected. Strange he never called back. I explained the situation again, how I never said I want the entire roof to be guaranteed and I do understand that if it's leaking somewhere else it's not their fault. He became frustrated and tells me we talked about this before and that I already talked to his boss and he told me it's not covered. We signed that "more work is needed to guarantee the roof" and there is nothing he can do about it. I never talked to his boss and I told him this and he said he had spoken to the boss for me! And the "bottom line" is that they are not coming. I told him I can pay more or at least they could have offered me a deal to fix the whole roof in order to keep a client happy. He told me there is nothing he can do and if I want I can email his boss, Scott E. No last name, just E. I asked for Scott’s phone number. There isn't one, of course. In my opinion, their customer service is dismal, nonexistent and embarrassing. I actually told Andrew M he's talking to me as if it's my fault that I called their company in the first place. In my opinion all this company is doing is: - coming as fast as they can to make sure you don't call somebody else, - taking your money, saying that they do guarantee the work and then playing with words about their guarantee, - ensuring they are unreachable. You can never reach anybody; they can only “call you back” when they choose. - hiding! There is no physical location and nobody you can actually talk face to face. Strange that their website proclaims “Satisfaction Guaranteed”. In my opinion it should read “Dissatisfaction Guaranteed”. I believe that is one claim they can honour! Ana Catone