The summary of our response to this matter is that this roof has been inspected by 6 people at this point, 4 of them independent of DRR, and has been found to be an excellent installation that is flawless, both aesthetically and technically. From the very beginning this person has proven to be both untruthful and unreasonable, trying to get more work for free at every turn. In the end of the end this complaint was a result of us finally setting a boundary and refusing to take on liability for exterior work that we were not contracted to do.
You can read a detailed response to specific items below.
Firstly, it is totally unethical for people to leave 0 star reviews when they are sitting under the comfort of a perfect roof installation done by a company who has bent over backwards to meet unreasonable standards set by a perpetually unhappy person.
DRR has maintained its reputation as one of the most trusted roofing companies in Calgary and won Best Of HomeStars in three out of the last five years. We did that by providing great service, quickly correcting mistakes, and leaving customers happy.
We trust consumers will use good judgement in deciphering between an actual poor service experience and someone throwing a fit looking for more free work.
The customer contracted us to remove all of the current plywood on his roof and replace with ½” plywood, as clearly stated on the signed contract. At the time of removal, the customer actually had two layers of the old plywood from a previous installer. During the installation we had to temporarily remove the fascia metals at the gables in order to lift the gable itself to get the shingles and plywood from underneath. Therefore, it was not a ¼”, but EACH sheet was ½” meaning that in some areas this would equal out to one full inch. Yes, the metals won’t go back together so well, being an inch off. We made it clear to this person from the beginning that he would have to arrange further exterior work when the roof was done. He refuses to be honest about this and is trying to get us on the hook for his exteriors.
This person is untruthfully twisting two different instances of his perpetual unhappiness. In the first instance there was difficulty getting the roof deck flat due to different levels in the trusses. We were meticulous about fixing this and making sure this was acceptable to the inspector. Again, the roof did pass 6 inspections. The second instance was two weeks later, after the homeowner advised us that he had crawled around in the attic for several hours, and came back claiming that the plywood sheets were visibly overlapping. This is not true. They were not overlapping, but were slightly uneven when viewed from the inside of the attic. This does not compromise the technical or aesthetic quality of the roof and is frankly ridiculous. However, in hopes of finally leaving him a happy homeowner, we did return and change it at no cost. The contract states in black and white that 2” nails will be used, and that is what was done at the time of installation.
Originally, the contract included a small amount of fascia board wood being replaced, if needed at the time the old roof was removed. This was a quick and easy fix that was generously included at no extra cost. However, this turned out to be subfascia (NOT fascia wood) tied into the actual trusses, and did not need to be, nor could be replaced by the roofers on site. We were not contracted to do exteriors and the homeowner agreed to leave it. We had advised the homeowner from the onset that because of the decking changes in the roofing system, an exteriors person should come in afterwards to tighten up the exteriors. Our records show this particular area of damage to be pre-existing. We happily would have come to fix it as a courtesy to the customer in most cases. However, considering the relentless, untruthful, and malicious nature of this person’s claims, it was necessary to finally say no to more free work.
Very experienced roofers performed a meticulous job installing this person’s roof. This is evidenced by the fact that the roof passed multiple detailed inspections by 2 Project Managers, an independent inspector hired by the homeowner, the homeowner themselves, and two other roofing companies. This roof is perfectly installed, both aesthetically and technically.
Sometimes in business mistakes happen and all we can do is apologize and make it right. This is not that situation. The person who wrote this has enjoyed a perfect roof installation that has been inspected by 6 people! This person has posted an untruthful act of defamation that is harmful to our 15 years of excellent service. This was done as a punishment to us for not taking on liability for his exteriors that we were not contracted to do. We trust intelligent people to be able to use good judgment in the context of our entire reputation as to the validity of these claims.