Signs of Trouble
Roofer D emailed a contract to me shortly after I confirmed I wanted to move forward with his company. I signed the contract and emailed it back but then noticed a second email in my inbox. This email was asking for a 10% deposit to initiate the job, even though the contract stated the terms were full payment on completion. Perhaps this was a minor oversight, so I allowed Roofer D to revise the contract. The new contract included a 10% deposit, 50% upon delivery of materials and setting up the scaffolding, and the balance upon completion. I wasn't happy with these changing expectations, but I was eager to move forward so I signed.
Rain Delay
We set a start date for February 27, but there were heavy rains the week before, so I got a call from Roofer D on February 26 asking to postpone the job until March 5. I appreciated the call and I had told him beforehand that it wasn't a big emergency so I agreed to the new start date. Then, on February 27, I got another call from him, this time asking to extend the date until March 12. "OK," I said, "but this has to be the date." He agreed the date wouldn't change again.
Lessons Learned
I had low expectations going in, not having heard too many good stories about customer service from roofers. In this case, it's been all about simple expectations that haven't quite been met. I'll reserve judgement until the job is completed, but I wonder if Roofer D realizes the impact this job may have on future business. Consider the following ways I might promote and refer Roofer D or proclaim his ineptitude and poor business dealings, all dependant on how this story turns out.
- I do have a blog, and up to 3 people read it each and every week. I'm planning to name Roofer D upon completion of the job. One of you three people may have a roof of your own that needs help someday.
- There are all sorts of websites where you can provide feedback on local services like this, including Kudzu and ImproveNet.
- I have friends with roofs too. (For some reason, my friends aren't among the 3 people who read my blog. Ouch.) We often give each other referrals on these types of services.