I took about a month to think about this and then decide to do the write up. There is a lot to think about and so not sure what to even start to be upset about but here it goes.
I heard about Reynolds when a guy came to the door and I had been thinking of doing an upgrade to the roof so decided to make an appointment. I was greeted in a few days by Dave and he was great. He took a lot of time to show me how everyone is supposedly individually certified (more on that later) and how he absolutely 110% guaranteed that I would be absolutely thrilled (more on that later too). He told me about all the extensive testing and certification they did to earn all these awards and certifications and showed me dozens of happy letters that people wrote. He said how the company is meticulous and even a little $@!#% retentive about getting everything perfectly right and how they have gone through great lengths to make sure the customer is absolutely thrilled. He asked if I was sufficiently impressed with all the awards/credentials, but I advised since I don't know roofing, I don't know the true value of the awards they got but I was taking it on faith that everything he was saying was good. In fact, there were so many good things, he had to come back a 2nd day to talk about all the neat things they have and all my options.
And so, on day 2 I ordered the roof, and made choices of style and color. I told him there were really only 2 concerns I had. 1 there was a spot on the roof where the wood was dipped in, and that I wanted to work with the new gutters people so that I could arrange a new spot for my rain barrels. He said that shouldn't be a problem except "we don't do structural repair" and "we aren't the gutter people". I figured it would be all worked out in the end.
I got a call saying that they would be moving up their instillation schedule and actually come a few days early. I wasn't going to be home all that day but they said it would be fine. I had a crew show up pretty much on time, but none of them really spoke English. I'm not sure where all of them were certified (in Spain???) but I am curious if they even have documentation to work here. Still, I didn't have much time to deal with it. I had appointments to make myself. When I came back, I finally saw a foreman type person (at least he spoke English) and I pointed out the divit in the back roof. He said he would take a look and take care of it. And so, when I came back home at the end of the day, imagine my surprise. I found the tiles on the roof to be curled up and uneven, and the divit still in the back of the roof. Still I figured they maybe weren't done yet so I waited to see. The next day. No gutter people. I waited a few hours and had to go. Still no gutter people. I called the office and someone said they were all very busy with instillations would get there when they could. I left by 1 in the afternoon. Still no call or word. When I came back a few hours later... they had come, installed, and put down gutterspouts and when I said I was hoping to talk with someone about making arrangements for rain barrels, one of the workers said "they were full of water and too late to do anything about it". And with that. they were gone....
Still curled tiles, and still a divit....
I was so disappointed in the look and presentation, that I called Dave back up. I got a call from Gale who wanted to do the much promised walk around (I was told we would do a walk around and inspect everything to make sure it would be to my liking) and I said I had some concerns. He was very anxious to pick up my signed paper saying I approve, so he came by on Sunday night after I came home from work. I commented that it was DARK out so how could we possibly do an inspection. I said he figured I was naturally happy with everything. When I told him I had a list of grave concerns, there was a definite shift in his stance, a sigh and seemed utterly flabbergasted. I told him some of my problems. I had talked to Dave as well and they kept saying how they don't do structural, and that the wood was all good on the roof. I said I don't know anything about roofing, but I know a dent when I see one and it was still there. They said the tiles naturally curl when first put in when it is cold (it was about 65 degrees that day) and that it was all fine and he really wanted me to sign the paper. I said that was the only guarantee that I would ever hear from anyone ever again so I didn't. He was upset but left. Two days later (in daylight) Dave said he had a 'long talk' with the boss. They said the didn't understand what the problem was. The then (rather insultingly) tried to point out how pretty the color of the tiles were and reminded me again about how nice the ventilation was. He was trying to seems to deflect the argument and snowball me with pictures and issues. I said there were also nails still left in my yard. Indeed when Gale came by HE stepped on a nail too. There were nails in the yard, in my air conditioner, and plastic washers as well all over the yard. In the end, it took them 3 days to come up with this but they said the wood wasn't bent in, my rafter is bent OUT. Since they don't do structural they didn't touch it.
It took all that to finally tell me that ...... it could have been answered the day after they finished but they kept talking about colors, and tiles, and guarantees... Very distracting, very indirect.... Never taking the time to address my concerns.
I don't know roofs but I know I wasn't happy, I felt nauseated that the roof looked a little worse than before with the curled tiles. All the leaves on the roof were simply thrown down on the on the bushes and they knocked down one of my boarders surrounding the front bushes and never put back. And oh yea, did I mention NAILS everywhere???
Dave promised that he would have someone to come by to sweep up for the nails... that was the end of October. As of the 5th of December, they still haven't come. The tiles have flattened out, the dip (or is that bulge???) is still there, and I am making payments now.... But they never came to take their sign down, and never cleaned up their mess all the way. I'm not talking about the odd hidden nail, these were obvious and easy to see if you were taking the time and looking.
So much for customer service and follow through.
They may use nice stuff, it may last 20 years, but the distracting and carnival salesman tactics demean the company and their professionalism.
Not sure if anyone will read this, not sure if anyone cares. But they say you only get one chance to make a 1st impression and Reynolds Exteriors not only missed that mark, but never really did anything to address their mistakes.
I had two other people looking to redo their roofs, and needless to say, they lost two potential customers.
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