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Businiess name:
Western Roofing Specialists
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Review by:
citysearch c.
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Review content:
The bidding and estimation part completed by Jeff Carsons was excellent. The execution and communications was less than average. My roof, siding, and deck had hail damage. There were multiple contractors subbed out to do the work and we rarely got a fore notice until I sent an email to someone to get some kind of status. Now we have bill and I'm not sure if this is the final invoice of or if it's meant for the insurance company. The level of miscommunication is that high. What they need is a very good project manager that doesn't even need to know the product but just knows customer service.
Jim Gelsomini
RESPONSE FROM Western Roofing Specialists:
What can we say? They were correct. We did seem to have issues with communications from our non-roof contractors this time and are reviewing possible ways to keep this from happening again. Here is our emailed response to our customer: "First, we want to thank you for giving a review to Customer Lobby. We do appreciate the feedback and will most certainly use it to refine our processes and improve our services. We apologize that we failed to communicate thoroughly and in a timely manner. This is such a big aspect of any project, and it's key to giving great customer service. Besides the obvious need to make more phone calls, is there anything else you can specifically suggest that we could have done to have made your project one that would have earned a glowing review? We plan to take your suggestions to heart and discuss them in our next sales/production meeting.
As for the final invoice, it is the final that was also sent to [your insurance company}. They are one and the same.
Please feel free to contact us with any questions.
Thank you for giving Western Roofing Specialists the opportunity to serve you! "
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