Tracey D.
I always aim for a true, balanced review where I talk about both the good and the bad, but I honestly cannot fully describe the truly terrible experience we had with Greater Boston Roofing. I'm giving it two stars ONLY because of the issue finally being resolved, and a partial refund being issued. We called to ask for help with a turbine vent that was squeaking horribly. Greater Boston Roofing responded with a $1600 quote to remove the vent, saying it was unnecessary. It was just before Xmas, with a huge number of houseguests coming, and, most importantly, I am not myself a roofing expert, so we agreed, trusting in this company. They sent a team over, who never checked in with us, never contacted us, just put up ladders and went about removing a power vent (not a turbine vent) from our roof, incorrectly, instead of the turbine vent we had discussed, that we had been very clear about in multiple calls regarding the project. The team never checked in with us during the removal process, so it was only after they left that we learned that they had NOT removed the (incredibly loud) turbine vent which we had hired them for. We reached out to them via phone and email, and got one callback from our complaint, where they said they would send someone out the next day - which they did not. After 4 additional calls (with zero callbacks), they sent someone out the day after, who WD-40ed the vent, said we ABSOLUTELY should not have it removed, and left. So we paid $1600 for work that DID NOT have to be done. Given that it was the holidays, I gave it from 12/22 (when we reported the issue) to 12/29 for a response. Receiving none, I called and left a message with their answering service. Then I called again the next day. And the next. To this day (1/9) I have not received a call back. Instead, after no fewer than eight phone messages and two email messages, all without a response, I received an email from them, saying: We anticipate being able to revisit your property later this week to remove the vent entirely. We will provide confirmation of the exact day and time as soon as it is scheduled. So clearly they a) did not read or listen to my messages, b) still refused to admit their error, and c) indicated they intended to remove a vent that their own technician had WD-40ed and said should not be removed. After another phone message left, I received an email where they offered a partial (a little more than half the amount) refund "Due to our misunderstanding and miscommunication regarding the turbine vent." No apology for fully ignoring my messages. No acknowledgement of the egregious error they had made. I understand about holidays. I understand about mistakes happening. What I don't understand is zero follow-up or accountability. For there to be absolutely no communication between December 23rd and January 9th is unacceptable. For them to feel fine to take a huge payment after making every mistake in the book is unacceptable. For them to absolutely refuse to pick up a phone and call me after making these mistakes is unacceptable. Perhaps if they had been willing to make a phone call, this review could have been avoided. I truly, and with my whole heart, can say that the best advice I can give is to avoid doing business with Greater Boston Roofing.
