Posts Tagged ‘remedy roofing’
Remedy Roofing, Houston, Dallas and Austin TX
Sometimes, service is not about the product, or even the before and during the sale or service. Every once in a while, a good product and sale can go wrong from a service perspective in the follow-up stages. This is one of those times.
The same hail storm that ripped up my car did a number on my roof.
I waited a couple months for the rush to recede and collected the multitudes of pamphlets that arrived on my doorstep, seemingly an endless supply of targeted marketing. I watched as houses up and down the street received new roofs, and decided to go with Remedy Roofing, a Texas outfit.
They came and did an estimate quickly, and I was impressed. The job went well also. Good follow up and a quality job – my roof appears to be well done, and my gutters are as well.
Then things went a bit south. My insurance company splits the payments, and I had given Remedy two thirds of the bill as soon as the work was done, and then requested the remainder from my insurance. Oddly, when I asked them to fax a bill to my insurance Company, the salesman asked me – “What’s the biggest number on your adjustor estimate?” – I didn’t quite understand, and asked what he meant… “I need to know the total – the biggest number on your estimate from your insurance Company.” I gave him the numbers and total – not thinking twice…
My insurance company recieved an invoice that day, for the EXACT amount of the full adjustor estimate…
A week later I had a check to mail to the roofing company. My insurance company has been stellar through this and my car repairs. Of course, within that week, I was called twice by the roofing salesman, telling me his boss was breathing down his neck (after a week? what type of cash cycle model are they using?) and to “Just write a postdated check and stick it under your doormat.”
I wrote the check and called them, requesting an itemized receipt and any additrional paperwork I might need for the roofing warranty. He said he’d get it, and that the estimate/contract would suffice as warranty. I wondered… what if the estimate didn’t take something in to account? I was confused. Still am…
Nothing came.
I called again, two weeks later, again requesting an itemized receipt and the paperwork. The sales guy blamed the office staff and told me he would get them to send it…
That was a month ago, and I still have nothing.
So today I decided to call the office… interestingly enough, you can’t get through to the office. You can only leave a voice mail. I used the email contact form… but I don’t have much faith that anything will come of it.
Lesson for today? Service does not end after the sale. It merely begins another dance between company and customer… Honesty is always the key, and follow-up is as important to the customer as presale service. I will not recommend this company to anyone in the neighborhood, not because they didn’t do a good job with my presale experience or on my home, but because they didn’t do a good job after the sale…
Tags: follow-up, remedy roofing, service