Worst experience I've ever had to deal with from a company who is supposedly suppose to be there for you when you need them. Let me share my experience.\r
On Wednesday 3/9/16 we had them out for an estimate due to wind damage to our roof. The guy that came out was very nice and said he had no problem helping us work with our Insurance company, obvious wind damage. We waited several days for the estimate and received no follow up at all. My Insurance adjuster came out on Saturday and spent very little time on the roof due to rainy and windy conditions. He said that the obvious damage was to half the roof and cut me a check for that. When I explained that the roofer who was out stated the other half was lifting and unsealed as well ad would soon have shingles flying off like the rest my adjuster said he was open to working with him, he just needed the estimate and to talk with him. My adjuster openly stated he didn't spend much time on the side not missing shingles. I called the roofer the day my adjuster was here (Saturday) and no one called back.I called again Monday and left another message. He called back and apologized stating his wife was pregnant and they were in the hospital. I told him I totally understood, explained what the Adjuster needed and he said he would send the estimate to both him and I that day and would call him. I received nothing from him nor did my adjuster. I sent him text messages around 1pm on Tuesday stating I didn't want to bug him with all he had going on but needed someone to follow up. I received no response I called the office around 3:45 PM Tuesday and explained to the receptionist what was going on and said I didn't blame the roofer as his wife may be having a baby but I needed someone in charge to step in and follow up. She said she would call me right back. No call back ever! I waited until 1 PM on Wednesday ( now a full week since he was out to our home) called the office again, different receptionist I explained the situation again and said again I get he was handling stuff but I needed someone to step in for him to handle things. She apologized, said she agreed and stated there were no notes with my info on the situation but would definitely get things figured out and someone would call me back soon. No call back at all again! \r
Now the Adjuster is back home in Nevada ( I didn't realize they had national response teams that travel around). I now must wait another week and have a new adjuster out because no one provided an estimate or info on their findings.\r
For a company who supposedly prides itself for being there when you need them they sure do have huge flaws in their business process that allow customers to fall through the cracks and be hung out to dry. Ive been a Manager In the sales and service arena for over 14 years and this is by far the worst I have ever been treated and I've dealt with more then a few poorly laidout businesses. Taking care of customers is what I manage to so I fully understand mistakes are made and I always hope customers will give my teams a shot to make up for those mistakes. Some do and we take a loss at times to make sure we make it more then right. The value of the business is its reputation, when a customers says your Companies name you want it to shine. That's my expectation for my teams and should be for yours.
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