Austin Jones
Roof had a leak, reached out to several companies, Pro Built contacted me right away and came out the next day. On the sales side, Matt was phenomenal. I got multiple quotes but came back to him because he was eager, and could get the job done within my timeline - 2 days. This was very important to me as I didn't want to take too many vacation days. Other companies quoted 5 days. The install took 2 days as promised. They sent out a large crew on both days. The team worked well together. They could have done a better job checking for nails. Both days I cleaned up debris (not a big deal), but found nails everywhere on both days, demo and install. I would assume they would have had someone walk the property with a magnet. After the install their inspector came out to check the work. He saw some shingles that needed to be repaired, and we identified areas along the eaves that nails came through. The inspector said they would come back to make the repairs - which includes cutting the nails, caulking then painting. He took photos of the nails, and we walked the perimeter of the house. All seemed to be in working order, and I told him Black Friday would be the best day for me so I don't have to take off another day. He said someone from the office would reach out to confirm. Come the week of Thanksgiving I still haven't gotten confirmation that the team would be coming out. I reached out to Matt who was able to check with the project manager, and confirmed we were on schedule. Perfect. The crew showed up with 3 guys, a little later then expected, but got right to work. The team took a few hours then told me they were done. After they left I checked the eaves and they only repaired a portion of it, approximately 35% of the nails. They were up on the roof I assume fixing the shingles. This is a major oversight on the companies behalf. I don't know where the ball was dropped, but I let Matt know that I will finish the repairs myself as I don't want to take off any additional days. Overall the sales side was great, thanks Matt. The communication could have been better between the office, myself, and their field staff. And cleaning up could have been better. At the very least run a big magnet to pickup the bulk of the nails. I found a lot in the yard during install/teardown. Lastly the quality control was just not there. I shouldn't have to make the repairs that are completely avoidable (use the right nails) and were scheduled and SHOULD have been repaired by the team on their return trip.
