Sarah. P from Airdrie

My insurance company (Wawanesa)had recommended a preferred vendor of theirs (KWR) to do the repairs to my house from a hail storm we had. Initially we were very impressed by the service we had received from the project manager Jeff O'Hara who came to our house to do an estimate. He was very knowledgeable and explained to us exactly what they were doing on the quote that was provided to me by them. He answered all of our questions and was quick to respond when we called. His assistant (I believe was Jeff's assistant, Deborah) was very friendly when I called and felt as though they cared about us and the inconvenience we were going through at the time. As we had never been through an insurance claim before, this was a walk in the park dealing with KWR and felt very comfortable with them repairing our roof etc, until our file had reached the production stage. Once our file was handed over to the coordinator I believe Ray or Riley? who was in charge of scheduling the work to be done, it seemed as though we were left at the bottom of the pile and forgotten about. I had repeatedly left messages for him with no calls back and no replies to my emails. my first thought was that he was away on vacation or was extremely busy, until I called the main office and was put through to his office where I left another message. I felt as though he was purposely avoiding my phone calls. I will admit I was quite needy when asking questions (Im a single woman with no knowledge of how to put a roof back together!) When I did finally hear back from him (week later) his tone with me seemed almost like he was annoyed that I had questions about when the work was going to start as I have a dog in my back yard (big dog!) and wanted to make sure that he was locked up for when the workers arrived. I had finally spoke with the coordinator the work started moving along, He later advised that he would be by to do a final inspection of the repairs when it was all done, I waited for almost 2 weeks before he came by and very short notice. Otherwise the workmanship was great and would highly recommend KWR for the work done. I would recommend some training of how you're coordinators are to deal with the customers (in a timely fashion I might add) I think that would be a good idea. If next time I end up having to go through an insurance claim and I need my roof done, I will use KWR because the work they do is fantastic but I will be requesting to deal with someone else. Thank you for your time in reading my comment. Sarah (Airdrie AB)