At the end of the adventure we are very happy with the roof, however the journey was very stressful. The sales part of the process was very quick and smooth, the product was dropped off just prior to the start of the install as expected. From there everything went off the rails. The first installer and crew showed up "eventually " looking very unprofessional and disorganized it was literally 3 guys in one midsize car with ladders sticking out, and they almost didn't stay because their compressor was faulty. I ended up loaning them mine so they could work for the day. Turns out their day is from 11am until 3:20. After 3 weeks of not showing up or calling or calling and giving very creative excuses I gave up and called the company and said a new crew was needed because I didn't want that crew back. 3 days later a new crew arrived and the difference was extreme. They came in looking and acting professional and had the roof done in 3 days. I have no issues with the work done by the first crew, what they did on the roof was done well, however I had damage done to to basement window covers because of falling wood as it was cut, and the second crew made a point of telling me they did not smoke so the cigarette butts all over my yard were not from them. So in the end I have a roof I like but it took over a month to get there, and in my opinion the disconnect is in a lack of follow up from the company. It is a higher price point product being sold under the premise of highly trained and skilled people and I was told a week max even with a rain day thrown in. It felt as though after the initial sale the company simply subbed the job out and forgot about it. The damage on the property was discussed a couple times and the response I kept getting was and I quote " but your happy with the roof right" in the interest of full disclosure I did have 402.00 deducted from the contract cost. But I had had to ask for compensation it was not offered.
- Approximate cost of services:
- $11,500.00
- Company Response
Hi David,
Thank you for taking the time to share your experience with us. We are very sorry to hear that the installation process was a stressful one for you. We do try and follow through with every single job past the point of completion to ensure that we’ve achieved complete satisfaction with our customer. In this particular case, there were some issues that arose with the first installation crew. When we received word of this we assigned a new crew to the job. They started as soon as they were available and demonstrated the kind of installation you can expect from Hy-Grade. Unfortunately, there were a few challenges faced throughout this process, and you did not receive the flawless experience we had hoped to provide.
As with most businesses, issues do rarely arise with employees and those representing Hy-Grade. We can assure you that your concerns were taken seriously and dealt with accordingly. We do sincerely apologize for the stress of the installation process. It is our intention that every customer has a flawless experience with us from beginning to well after the project is complete. Despite your experience with installation we are glad to hear you’re happy with the finished product. We thank you for your feedback, it is greatly valued. Should you have any further concerns that you feel need to be addressed, please don’t hesitate to contact us.
-The Hy-Grade Team