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Great customer service and an even better job with my new roof. We couldn’t be happier.
I thought the whole process was very professional. He was there when my insurance company came to the house which helped me get my claim approved. I would highly recommend them to anyone. For once I felt like I was not getting ripped off. They went above and beyond what they needed to do.
They performed the work agreed to, in the time frame promised, for the price quoted, and, really, what more can one ask?
Ryan made a cold call roughly eleven months after a hail storm, informed me I had one month to file a claim with my insurance company, and offered a free inspection (standard for the industry under the circumstance, I assume).
He performed a preliminary inspection, confirming the damage visible from the street (on a single story house), described the process of filing a claim to me, and offered to attend the insurance adjuster's inspection.
He attended the inspection and ensured the adjuster's report included all the damage he (Ryan) had noted.
He went over the adjuster's report, and the work-order, and did not try to upsell me.
The worked was completed as promised, passing two city inspections. My neighbors had no complaints.
And the dogs liked him, so there's that.
Excel Roofing was a pleasure to do business with. Super fast, quality work. They delivered everything that was promised the first time.
Excellent service and trustworthy advice. They make replacing a roof look as quick and easy as mowing the lawn.
Very professional and very helpful through every part of the way. We highly recommend them.
Excel Roofing has a business model other companies should emulate. From start to finish, their primary concern was to provide us with the best product, and the best service possible. They interceded with our insurance company to insure they would cover the cost of our new roof. Throughout the process of replacing our roof, they went beyond the expected, providing a truly superior roof. They can be counted upon to keep the home owner informed of every step in the process, and to find and fix issues which could become problems in the future. In every respect, Excel's roof and service are superior. Excel roofing is a truly outstanding company. We could not be more pleased with our experience.
Ryan was very knowledgeable and professional in explaining in detail of the following:Company history and representation Detail products informationTime linesContract procedures His personality and honesty assures comfort in deciding to make Excel Roofing the company of choice. Thank you Ryan.
Complaint: ***
I am rejecting this response because:See attached additional requests and comments. 4. All sections of rippled or
lifted shingles.5. Whether sealant is visible from
the ground is irrelevant. You will seal all exposed nails as required per code
and manufacturer’s installation guidelines.6. In all areas where starter is
not installed per code and manufacturer’s installation guidelines.8. All shingles shall be fastened
around the chimney.9. There are only 2 mentioned
items on the report that are not within your scope. The first is tree trimming
which is obvious. I have read the contract and replacement of the frieze boards
is not mentioned in your scope, I agree with this. All other items are within
your scope and are required by code regardless of what is written in your
proposal.A. We will revisit if there is an
issue after temperatures rise.B. Warranty shall be written on your
letter head as shown on attached sample.C. As discussed over the phone, you
are aware that I have a policy in place and that it excludes payment for loss
or damage if determined that the loss was caused by faulty, inadequate or
defective workmanship. My worry is the workmanship.
Regards
I have attached our response to the complaint.
Dear ***:We value our reputation and try to correct
any deficiencies that appear in our work product. Excel Roofing &
Contracting, LLC (“Excel”) stands behind its work. I look forward to working
with you to resolve your concerns regarding the roof on your home.As discussed, we plan to fix the issues
that you are concerned about in order to ensure that the roof is installed
within the manufacturer’s guidelines. Excel will also address the vast majority issues raised by your
inspector, ***.I would like to set forth the proposed
repairs to address your concerns. Excel’s proposed work is as follows:1. On
the issue of the few over-driven
nails, Owens Corning’s warranty states that 4-6 nails are required per shingle
under their standard product warranty coverage. Therefore, when we install our roofs,
we use 4-6 nails and always aim to have our installers use 6 nails per shingle.
With that being said if there are 1-2 nails that you would consider over-driven,
the manufacturer’s warranty will still be in effect. As you know, Excel already
submitted, and the previous buyer obtained, the written product warranty from Owens
Corning, We understand that warranty has been transferred to you. After my
inspection of the roof on ***, I found approximately
12-15 shingles on all four elevations of the roof where there were 6 nails per
shingle. A couple of them had 1 (possibly 2) over driven nails, but definitely
not the “majority” of the nails.2. On the home inspector’s report which you
provided, it is highlighted that the drip edge must extend up the roof deck a
minimum of 2.” We always purchase 2x2 drip edge for every job (including this
job) therefore it does extend up the roof deck 2.” We will seal any ridge/hip
cap that is not already sealed. Every piece of ridge/hip cap has a line of
adhesive to stick to the shingle/cap below it.3. Wherever there are any missing kickout
flashing at the end of the wall flashing where the builder did not initially
install it, we will go ahead and install that missing kickout flashing. 4. We will repair the small section of rippled
shingles above the rain diverter noted in the home inspector’s report.5. We will seal any exposed nails that are not
already sealed. Please keep in mind we use a clear caulk. No one from ground
level will be able to see the clear caulk.6. After my inspection I did notice that the
starter strip in some areas was not nailed 2-3” from the perimeter. Therefore,
we will fix this by nailing the existing starter strip 2-3” from the perimeter.7. We will also fix any drip edge that does not
overlap a minimum of 2” in order to make sure that it is within the
manufacturer’s guidelines.8. We will also fasten the chimney flashing so that
it is even more secure and will seal any exposed nails in that section of the
roof.9. After my inspection of the exhaust vents, all
of them were sealed and have no chance of leaking. As for the daylight you are
seeing in the attic near these vents it is common to see daylight reflecting
off of the bottom of the vent cap. More specifically, certain days the sun will
reflect off of the base/flashing of the metal exhaust vent and will then
reflect off of the bottom of the vent cap and down through the metal pipe. The
vent cap prevents rain water from intruding your home. We will take a 2nd look at the exhaust vents, but after my initial inspection, everything appeared
to be properly sealed/installed. Not all issues pointed out by your
inspector were within our scope of work. For example, the frieze board (trim) was never part of our scope of work
or contract, so we are not responsible for replacing or repairing that. The
patch job done by some third party is unsightly, but this was not our work.As stated in a prior email, lifted shingles need exposure to sunlight and
warmer temperatures so that they can relax and lay flat. Depending on the
temperature, this process can take up to several months. It has not yet become
hot in San Antonio for this effect to take place.In an
effort to settle this dispute, I also propose to offer Excel’s standard labor
warranty from the original 5 years, to a 15-year warranty. We will place this
warranty in writing. We would not offer this were it not for our confidence that
roof will not leak. Despite your worry that the house is not insurable, we
assume that you already have homeowner’s insurance. If you do not, and have experienced
a denial of insurability due to Excel’s roof, Excel will meet any insurance agent
out at the property to satisfy their concerns.I also
recommend that no person should be repeatedly lifting shingles on this roof. The
asphalt shingles used on any roof may start to weaken with every lift. Accordingly,
we ask that you or anyone you hire to inspect the roof to refrain from lifting
the shingles.We hope
that we can come to a mutual agreement to resolve your concerns. Please feel
free to contact me any time to further discuss such a resolution. Sincerely,***President of Excel Roofing & Contracting, LLC
I have attached our response and the warranty letter. Once agreed upon please respond and we will work on getting the repairs scheduled.
All rebuttals expressed by *** have been agreed upon by Excel Roofing.
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Please let me know how soon these items mentioned in the last response will be addressed.
Regards
Ryan was very easy to work with : he repaired my roof & did exactly what he said he would do in a timely manner!! Highly recommend him .
If you would like Exceptional Customer Service, Quality Workmanship, and a Work Ethic that is above and beyond what you expect...call Excel Roofing and Contracting. Ryan and his professional crews repaired multiple areas of my property (Complete New Roof, Painted/Repaired Fence, New Gutters) and went the extra mile to ensure everything was up to a quality standard, not just a "contract minimum". Ryan, the owner, gives personalized claims service, expert advice, and is always available by phone/text to answer questions and give updates on the progress of the work being done. Ryan personally inspected my property (multiple times) before, during, and after project completion to ensure all work done by his company was up to his standards. Every time I saw his crews working on my property, I was impressed with the thoroughness of the work being done and how the crews looked to improve my property, not just hurry up and get the job done. I am very satisfied with his company’s service and would not hesitate to recommend them to anyone looking for roof repair. Call Excel Roofing and Contracting…you will not be disappointed.
Excellent customer service and good communication from start to finish.
I had been neglecting my roof for a while. I call Excel Roofing & Contracting, spoke with Ryan the owner he was very helpful. I asked if he would be present to speak with the adjuster on the day I requested. Sure enough Ryan was here and took good care of us. When his crew arrived and everything was set to go. They did an excellent job! I would refer them to my friends and neighbors.
Excel did an excellent job on my roof. They were easy to work with and very courteous. They also did a very good job cleaning up. I would recommend them to anyone.
Excel Roofing & Contracting LLC in San Antonio, Texas is the only reason I have a new roof. They greatly helped me with this and went out of their way for me. I love my new roof. The work was excellent and the clean-up just as good. My yard was left spotless. Their rep Joe did everything to make it run smooth.
I had hail damage on my roof from the recent storm, I decided to get a professional opinion and called up excel roofing and contracting. I got in contact with Ryan who is the owner of excel roofing and contracting he was very helpful in teaching me about what my options were and helping me through the insurance claims process. I ended up with a new roof and fence was very happy, all work was done fast and good QUALITY, Ryan was there more than just one time to check up and make sure all my questions where answered. In the end they walk around and make sure they picked everything up including with a magnet to get all those nails out of the grass so your family is safe. Ryan also come out in the end and makes sure you are happy and everything is how you want it. Not to mention he backed it by a warranty. Ryan is definitely a man of his words and would use him again.
Fantastic roofing company dedicated to excellent customer service and high quality workmanship. Ryan kept me informed every step of the way. Educated me on the products he was installing and ensured my satisfaction at every step of the process. I wish every contractor was as honest and customer centric. I highly recommend Excel Roofing and Contracting!