Coldstream Exteriors Reviews (%countItem)
Coldstream Exteriors Rating
Address: 1308 US-50 Suite 100, Milford, Ohio, United States, 45150
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Coldstream Exteriors have been nothing short of amazing with the handling of my full roof replacement.. From fighting with the insurance company to ensure that I'm getting my proper coverages/payments, to getting the roof completed in a timely manner ALL while being friendly, professional and slightly comical at times. Looking forward to working with them on my interior work..
Great products , better service and fair prices. Boom !! Finally a company that does exactly what they promise.
Thanks, ***! It was great working with you. We hope you enjoy your new roof!
As someone who is dealing with this company on the "back end" (after purchasing a home that came with one of their roofs - installed 2017 and still under warranty) I have not had a very good experience at all. In my first contact, I was going in "blind" having not dealt with them for the actual installation, so I tried explaining the issue/question raised by another contractor who had come to look at our gutters. Ben's initial reaction was very defensive and set a negative tone moving forward. In the following correspondences (mostly over the phone) I was either given the go-around and/or excuses. After denying any issues with their work - but without having anyone actually come out to inspect it - they finally sent someone to physically check on the gutter apron (the initial question/concern). The item in question DID meet code standards, but on several occasions it was insinuated that the previous owner (with whom we are still in contact), our gutter contractor, and even my husband were lying. We're not spending big money on a project, so I get the feeling that they are trying to detach from having to deal with us and honor their warranty (which I had to request a copy of multiple times over the last month and finally received today). Now we have found other possible issues with the roof and have been told that (again, without anyone coming out to check): "The issues look to have been caused by the gutter installation and the windstorm on 4/8 as the roof certainly did not look like that when we completed the job."
1) The roof was installed in 2017. It is not going to look the same as it did right after installation. That is why companies normally warrant their work for a period of time.
2) The corner roof issues were there PRIOR to our gutter installation. We did ask Coldstream for a quote on gutters, and no one arrived on the date they told my husband they would have someone come by, so we went with a reliable company that we had used on our prior home. I am guessing that is why they had this response.
3) We would have noticed one particular issue with the roof if it had happened after the windstorm on 4/8 because we walked the perimeter of our home to check for any damage. But if course the warranty doesn't cover storms, so that's the angle they are taking
All-in-all, every communication we have had with both Ben and his brother Jon (the owner) have all ended with them finding a reason that it ISN'T their work and insinuating that other persons involved are lying. This company has not been professional. We tried resolving all of this through them directly, but they have solidified my desire to never deal with them again (which is hard to not assume was their end-goal due to their handling of things from the first call until today).
Now that we have dealt with the owner, Jon, on several occasions it has become clear that this owner/company is very proud of their work and willing to understand and address their customer service issues. It took a lot of conversation to get there, but Jon agreed that it should have been handled differently. Therefore I am changing my rating to a 3
We are glad we could come to a resolution, *** Let me know if you need help with anything else.
Below is the response prior to the resolution:
Here is what our workmanship warranty states (directly from the document sent to the previous homeowner):
Coldstream Exteriors hereby warranties the workmanship for a period of 5 years from the date of installation. Warranty covers any issues that may results due to improper installation of roof and accessories within the job scope. Issues caused by Acts of God are not included as part of this warranty as warranty strictly applies to application of the roof and not external factors outside of Coldstream Exteriors’ control including but not limited to extreme winds, hail, tornadoes, etc…
On 4/8, the area where Mrs. property is located had 80 MPH winds and a tornado. When we looked at the job upon Mrs.s request, someone had nailed a large piece of felt directly on top of the roof causing damage. Mrs. said it was our company; we hadn't been to the job in three years and would obviously never nail felt directly over shingles. Additionally, nobody insinuated that Mrs. was lying at any point. She stated that we had installed the incorrect trim metal (per a qualified roofer's assessment) and we told her that is not possible as do an inspection at the end of each job. To appease Mrs. we came out and looked. We were correct and installed the proper trim metal.
1- Companies warranty their work not because the roof isn't going to look the same as it does right after installation (that is a given as shingles settle and fade due to exposure), but because they want to offer protection for clients against installation errors that could lead to moisture intrusion. The issues with this roof were caused by someone nailing felt directly through the shingles and a storm with 80+ MPH winds/a tornado
2- The issue on the corners appeared to be caused by the gutter installation based on our assessment. It is possible it was there prior and was caused by the storm but was NOT caused by an installation error.
3- Refer to workmanship warranty quote at the beginning of reply. There were 80 MPH winds and a tornado. This caused the damaged, not our install.
We have installed over 2000 roofs and this is the first complaint of this kind. There is a reason for that. The reason being we are a company that stands behind our work. Unfortunately we can not be liable for damage to a roof that was caused by someone other than us (whomever nailed felt on top of the roof) and a storm with 80 MPH winds/a tornado (which again is in our warranty document). We are sorry Mrs. disagrees and we quoted her to fix issues with her roof.
Great company! I called because I had wind damage to my roof. They were able to work with my insurance company to get my entire roof replaced. The staff were all extremely friendly and very easy to work with. They had many different shingle types and colors to choose from and they laid it all out and made it very easy to choose. They gave a time like and was cleaned up and gone right as scheduled, with no left over trash or anything. I would definitely recommend this company to anyone that asks and would use them time and time again.
Thank you, ***! You were great to work with. Let us know if you need anything in the future!
Coldstream's team of project managers was great at explaining step-by-step what's happening at my house. A Coldstream crew member was always available to answer my questions and give frequent status reports on the work of sub-contractors. They frequently checked-in on the job site to make me feel confident that the work was done right and on time. Excellent, friendly customer service and project management make Coldstream Exteriors a great choice for any home improvement project.
That you, ***. We appreciate the kind words and really enjoyed working together!
I always enjoy my interactions working with Jon and his team. They're professional, answer when I call or email, and they give you that feeling that whatever they are working on for you is the most important thing in the world. Keep up the great work Coldstream Exteriors.
Thank you, ***. We really enjoy working with you!
Coldstream Exteriors just completed a project that spanned the PCE lobby and two counseling rooms. The job was done ahead of the estimated timeframe and with the upmost care and quality. The supervisor and crew attended to every detail and went beyond our expectations. Their integrity and craftsmanship is unsurpassed. I can honestly say that I have never had such a good experience with a remodel such as this!
Thank you so much, ***. We were happy that we could help!
Coldstream Exteriors did an excellent job, when helping us thru insurance claims for new roof, due to storm damage. I would HIGHLY recommend them to anyone needing: roofing, gutters, exterior of home renewed, replaced, refreshed... Andrew was impressive & a complete professional to consult with during this whole process- and I am not easily impressed.
Coldstream Exteriors did a great job replacing our gutters. Jon was easy to deal with and made sure that we were satisfied. They came out in a timely fashion, were reasonable, and did a quality job. I would not hesitate to use them for any future roofing needs.
The project with Coldstream Exteriors was positive in all aspects. Personnel were professional, available, and responsive to questions and issues throughout the process, The final product and cleanup met all expectations thanks to organized and experienced work crews. Great job!
Great company to work with, they handled the insurance company very well. Quick to respond and everything was finished on time as promised. I would recommend them to anyone! Jon was a delight to work with.
I would highly recommend Coldstream Exteriors for a new roof . The communication was excellent and the team worked efficiently. Everyone was professional and really cared about the whole process. Our roof looks amazing! The team made sure everything was clean and neat when done. Thank you Coldstream Exteriors!
Absolutely AWESOME experience with Coldstream Exteriors! True professionals from estimate to job completion. We had heard great things about this company from neighbors and they were 100% right. I would recommend them to anyone who wants a quality job at the right price and completed when they said it would be done.
Be very careful if you have Coldstream come to give you an estimate for roof repairs. When they arrive they will review your roof situation and then try to get you to sign a document that gives them the exclusive right to do your repairs if an Insurance Co is involved. This eliminates any competition.
They came to my home, reviewed the roof and NEVER gave me an estimate. The representative gave me a paper and said it was only so they could talk to the Ins Co. Not so! It gave them exclusive rights to the job even when I had 2 other estimates for thousands less. They proceeded to fight with my Ins Co to get extra money and the job was not 100% complete for a month and a half.
Not a company I would allow to do any work here in the future.
Misleading to say the least.
Don't sign anything they have. Make them give you a written estimate, like everyone else to compete with the other Roofing Contractors and make your choice in conference with the Insurance Co.
Lessons Learned
When our project managers go to homeowner's property and feel that there is enough damage to warrant a client filing an insurance claim, we offer to advocate on the client's behalf and act as the liaison between the client and their insurance company. Our tasks include but are not limited to giving the insurance company a job scope to make sure the client is getting the proper coverage, meeting with the adjuster to make sure all the damage is correctly accounted for and documented, explaining our position on the condition of the roof and claim outcome, and handling all of the communication with the insurance company from start to finish (pictures, completion certificates, etc..). If a client wants us to act in this capacity and carry out said duties, we ask that they sign a document stating that they will use us to complete the roofing project IF the roof is bought by insurance. This is very reasonable as it protects us from spending time and consultant hours on a job, getting a client coverage, and being left with nothing to show for. The type of contract we had the client sign is standard for the industry and our reps explain this in detail to every client. We have done 1000s of roofs and this is our first ever issue with a client stating that they did not to know what they were signing (please search other reviews to confirm).
In regards to the estimate, if insurance is covering the roof the insurance provider is who generates the estimate, not the contractor. This was explained to the client on numerous occasions and is the reason we did not provide and estimate. Insurance companies use an internal price matrix called Xactimate and the only thing contractors give input on is the scope. We sent the insurance company a scope for the job and got numerous items added that were necessary for a secure and up to code roofing system that the insurance company left of their preliminary estimate. We weren't fighting for extra money, we were fighting for proper coverage for the homeowner and there is an obvious cost for the items the needed to add in order to bring the roof up to code. Estimates that were thousands less than what the insurance company ended up paying out wouldn't have been of any benefit to the homeowner as the homeowner wouldn't have been able to keep any additional funds (we have to work based of the insurance estimate). Additionally, there is no way of knowing if the scope for those estimates was the same as the scope that we got the insurance company to cover after documenting all the damage.
Lastly, it took a month and half to complete the job because the homeowner was out of town and did not want us to install and attic fan until he was home. The actual roof was completed in two days and the homeowner has no issues with the quality of the job.
The insurance process can be confusing but we explain it thoroughly prior to the start of the job. In this case it appears that lingering confusion gave the client the impression that we acted dishonestly. We are sorry that the client feels this way but stand behind our integrity and quality, which is indicated by being the highest rated roofing company in Greater Cincinnati.
Jon
If you choose to continue using this Exclusive Contractor Document I would hope that the Customers will be clearly informed of what this piece of paper represents. I was not informed nor was I afforded an estimate that I asked for at any time.This is a bad business practice in my view and I would never sign this type of document if I read it.
Great group to work with and would highly recommend them to anyone!
Great people to work with. Entire process was smooth. Had our roof replaced a few months ago and just as happy now with the results as I was going through the process to start.
Highly recommend Coldstream Exteriors! They do fantastic work and really care about making sure the customer is 100% satisfied.
Reliable company. Quick service.
Jon and team worked with us and with our insurance company every step along the way to tackle every detail of our new roof installation. They were accessible, advised us, answered all our questions, and followed up quickly. We are very pleased with our new roof and it looks great! We would recommend Coldstream Exteriors to anyone looking for a pro-active, professionally run business.