Mr. Roof Complaints

Sep 11, 2009

This is certainly not something we expected to come home to after Mr. Roof put on our new roof. This was technically strike 2 against the company, and it was a huge strike 2.

The first strike came when they called us while we at Fall Creek Falls two weekends ago and told us that they were going to have to put in 30 new boards, which tacked on an extra $1,200 to the already large price tag. The thing that bugs me about this is that they didn't give us a heads up that this could be a possibility when they did the quote.

We approved the 30 boards, but when we arrived home they had left us an invoice that said they used 54 boards. +$1800. Nice.

Traci called her contact, Darryl Draper, and let him know that she was not happy with getting that kind of surprise on the invoice. After she hung up the phone, we noticed this large crack in our ceiling. Cue up Traci's Unpleasant Phone Call #2. Draper immediately assured Traci that they would take care of the ceiling crack.

All of this went down on Monday, September 31st. Draper called Traci back and lowered the charge per sheet of the wood, bringing it back down to around the $1,200 she was originally quoted on the phone. Traci spoke with Draper a few more times this week, most notably on Friday (Oct 4) morning to make sure that the gutter people were going to come on that day to install the gutters. Draper assured Traci that they would be there.

On Monday the 7th, we still had no gutters. The gutter guys simply didn't show up. Traci also had two phone calls to Draper that had not been returned. At this point, all she had to tell him was to cancel their gutter install because we had found someone else.

Between then and now, Traci has talked to a few different people at Mr. Roof, including a general manager. I don't get the feeling that they tried very hard to make Traci feel better about the situation. They took off a little money here and there, but overall it was just a bad experience. We understand that things can go wrong with things like this, but it's how you as a company respond to these things. Mr. Roof, in our opinion, did not respond in a good or professional manner.

We used another reference from Chris Canary to fix our ceiling and we couldn't have been happier with him. So, I have two good references for a gutter guy and a ceiling repair guy. I don't think I would ever be able to recommend Mr. Roof to anyone.

Photo Specs

Camera: Canon EOS 40D
Lens: Canon EF 50mm f/1.8
Shutter: 1/180 sec
Aperture: f/1.8
ISO: 1600

Previous | Back to Piccal | Next

Comments

# From 1800CALLMRROOF on Sep 22, 09 at 10:28 AM

They currently have an A+ rating at the BBB (http://www.bbb.org/nashville/business-reviews/roofers/mr-roof-nashville-in-hermitage-tn-37035560). Did you consider filing a complaint with them, or threaten to file a complaint?

# From Traci on Sep 22, 09 at 7:05 PM

We did think about contacting the BBB but in the end they did attempt to fix the problems by decreasing our price a bit. My complaint is that they were not very professional or consistent. And the general manager was very rude.

# From melissa riley on Dec 6, 09 at 10:13 AM

My ceiling looks the same and I can not get a hold of no one I think the Indianapolis loaction is closed What do I do

# From Traci on Dec 6, 09 at 3:27 PM

I would consider contacting the Better Business Bureau or a corporate number for Mr. Roof. Good luck. Hope your experience is better than ours.

# From Steve Weyl on Mar 18, 10 at 3:25 PM

My name is Steve Weyl and I am the president of Mr Roof. This review did not show up recently and I just noticed it. It is not unusual to find deficient wood decking beneath the roofing shingles when we remove the roof. Every roofer deals with this situation and it is never easy to go back to the customer asking for reimbursement. In this case I was happy to see that a deep discount of $600 was given to the customer to pay for the ceiling ( the damage to the ceiling looks like drywall cracking due to vibration - very likely from nailing shingles, men walking on the roof, or new boards being installed ... another unfortunate thing that can happen on any roofing project, and typically we don't even know it is occuring ). Sorry about the gutter not being installed in a timely manner, this is not typical as we normally install all of our roofs in one day and even try to do gutters that same day or next.
I invite all calls and inquiries from Mr Roof customers. I can be reached at 1-800-4MR ROOF

Sincerely,

Steve Weyl
President 1-800-4MR-ROOF

# From Bob and Sue of Westland on Jun 7, 10 at 9:21 AM

We spent almost $7,000 on a Thunderguard roof seven years ago. It comes with a 10-year warranty on water damage. I had damage over Memorial Day weekend due to a severe storm. When we called Mr. Rook - Jeff - he sent a young man out who basically said the damage was due to a siding problem. Mr. Roof will not cover any of the repairs even though it has been determined that the flashing was improperly installed and that the J channel was caulked at the roof line leaving the water no place to go but into our house. The damage was to a new ceiling and wall put up as part of a remodeling project which has been delayed for a week to make close to $3,000 in repairs. Mr. Roof may tout the wonders of Thunderguard, but it's obvious their warranty isn't worth crap. Why offer a warranty if you don't plan on standing behind it.

# From Tiny G on Jun 15, 10 at 4:53 PM

for the win

# From Adjuster on Jul 16, 10 at 7:01 PM

I am an independent adjuster in a certain area where Mr. Roof does a lot of business. I have found that Mr. Roof writes extremly high estimates in hopes of getting insured's to pay that price and state, "well this is how much insurance gave you, but we need this much." I had one sales rep send me an estimate w/ a 40 laminated shingle on the estimate and an insured called in just to make sure estimate was in line and insured had 20 year 3 tab shingles. Just a little bit more than a $6000 difference in estimates.

Add a Comment
Name:

Email:

Website URL (Optional):

Comments:

Please enter the characters that appear in the image above.