Short Story: The actual roofing/shingles was done well for the most part other than one leak on a skylight. The aluminum work (soffits/gutters/fascia/etc.) was OK. The service and communication were horrible and it was a very painful experience.
Long Story: And if you are going to read, it's a long one. But I want to give all of the details as I know a lot of people rely on Homestars when picking contracts.
We used a great roofing tech company. They do digital imagery of your roof and get quotes on your behalf from reputable companies that they work with. I received three quotes, Breno was the middle quote and we went with them based on their positive reviews both on the platform and here on HomeStars.
It seems like they are a good company and that our experience was not normal for them. Maybe we just got unlucky to have all this subsequent stuff happen. Here goes...
The day of the shingle work happening, they had their bin guy drop off the dumpster bin on the driveway. The driver backed into our basketball net (bottom of driveway to the side) with the side of his truck. Yes, the side of his truck. We watched him hit it and he couldn't have missed it as it was on his driver side and he even tried to tuck in his driver's side mirror. He hit it hard enough to knock cinderblocks off the base of it. I walked outside and let him finish lowering the bin. I obviously expected he was going to get out and look at the net, or at least acknowledge me and apologize. The guy just drove away! I couldn't believe it. Stuff obviously happens but you can't hit something and just drive way. In fairness, the owners of the bin companies were amazing and went above and beyond. They went as far as replacing the basketball net, which was beyond generous. They were so apologetic and are obviously wonderful people. If this was the only thing that happened with the roofing project, stuff happens, especially as the owners were amazing in replacing the unit, but unfortunately it was only the start of a mess of errors to follow.
Next was the actual shingle work. This went well overall! The crew was very prompt, courteous, and hard working. The shingles look good overall and they completed the entire roof (3,000 sq ft house) in a single day. They cleaned up well and at that point we were happy with everything with the shingles.
From there, there were a few nuisance things we had to track down. They left the extra shingles sitting in the middle of the driveway for a week and I had to follow up at least 4-5 times to get them removed. Again, in itself not a huge deal, but a pain that you shouldn't have to deal with. They should have taken them the day-of or the day after or whatever.
Next a few days later we had the aluminum work scheduled. The guys showed up (separate crew) and I actually found out they were sub-contractors and not Breno guys themselves. They sub out the aluminum work. No issues at the time. The guys did their work and it took a few days. We had lots of communication with the crew and they seemed to be doing a good job. At the end of day 1 (late afternoon) we were talking to the crew about animal issues in our neighbourhood. We back onto greenspace in a very mature neighbourhood and we are always seeing racoons, skunks, possums throughout the evenings. Many houses have various cages on their roofs, etc. As the aluminum was a few days of work, we told them to make sure they don't leave any holes in the soffits overnight. They assured us no problem, they won't leave any. I walked out after they left and there was a 3-4 foot open hole in my soffits right at the front of my house. The frustrating part was that we literally just spoke about this specifically. I questioned them the following morning and the main guy admitted that "we f'd that up, sorry". Frustrating experience.
Anyway, they continued for a few days of work with everything going well. They had to return back to do some final caulking on a final day, which they confirmed was a Friday. I stayed home on the Friday from the office to ensure I could do the final walkthrough. 4pm on the Friday comes and they haven't showed up. No e-mail, no phone call, nothing. I call Breno and ask them what is going on. Zaneta (who is super nice and professional). She called the crew and called me back. They had a truck issue and wouldn't be coming. Fine, stuff happens. But if you are supposed to be at a client's house, why wouldn't you at least hvave the courtesy to call or e-mail or do something? The communication from this company was just awful. No respect for the customers time.
Aluminum work finally got completed. Last issue now. One of the skylights that they did on the roof started to leak in the first rainstorm after the roofing was done. Water leaking onto brand new floors and our bed in our master bedroom is obviously not ideal. It took them almost two weeks to fix it and we had to track them down with probably 10 or so calls to get them to actually come fix their work. I kept hearing, both from Zaneta and the 3rd party company that some guy "Norbert" was going to call me on multiple occassions. Then Norbert was supposed to call me when the crew was coming to fix it. I have never spoken to this guy that was supposed to call me 3-4 times. 2 weeks to fix a roof leak is completely unacceptable.
Last issue. After the roof leak, we asked them for a quote just to remove the skylights. We understood obviously that this would be an extra cost. After the leak, we said let's just get rid of these things even if they can be easily patched and fixed. Breno quoted us $980 for this. We accepted it. A few days later, they confirmed when they can do the work. From there, for some reason they pulled the quote off the table and say they don't want to do this work. Why would they quote on this work and confirm with us to only pull out the rug from under us? Very unprofessional and very confusing.
Anyway... Coles Notes. Lots of very bad communication and poor customer service. Shingles look decent. Aluminum was a soap opera.
If you read all this, you deserve a gold star. Obviously a really negative experience and hopefully others do not have it.