I liked Allen, an affable and good estimator, and also the fixer, Adam, who came to solve problems from the initial install. I didn't get a lot of lead time to know when that crew was coming (got a call one day to say they were coming the next day!), and Charm said there was a confusion in phone numbers (that a message had been left), so that was disappointing, and a place to improve - overcommunicating would be good. There was a big disconnect between the estimator and the very young crew that actually came to do the work. I had to ask twice for the nailing pattern to be done 6 per for a high wind pattern as originally discussed. I was unhappy about the mess, with bags blowing into the trees (and stuck there), nails all over the place that were not picked up including in my pool, and debris including cigarette butts and roofing strip tape which I continue to find. When I finally had a chance to go up and examine the roof myself, I had gutter guards that were entirely missing, and the ones that were put back were not put back correctly (such as being nailed underneath a shingle, not connected with each other, or ends missing) with many many roofing nails in the gutters. For a shop that prides itself in not leaving roofing nails around, I have found at least 60 nails without exaggeration in my pool, grass, and side of the house. The biggest problem was with the trim (to be fair, Charm agreed to give me a discount on the job because of the trim, which I felt was a fair resolution). The crew had decided to re-use old wood, and their methods were shocking, because I had heard the quality of the Amish. Some of the boards that were supposed to be cut to size were a good 1-2 inches short, and they decided instead of recutting, to fill these large gaps with caulk. For the ventilation fans, the thermostats were not screwed down, but left dangling on a single long nail. I felt that because the crew size was limited and they were trying to get the job done in one day, they took shortcuts like nailing vs. screwing in siding trims lifted for the roof replacement. The skylight we ordered was supposed to be match the one taken out, with a walnut wood pattern, but the one ordered was flat white, and the crew did not clean up the mess left below inside. I was disappointed that the wrong skylight was ordered, but appreciative that Allen mitigated the look of our skylight by sending Adam to install wood trim underneath it. In that light, Adam was also able to fix some of the quality concerns like going up to the attic and securing the cooling fans properly. Adam was also good about replacing an important trim piece with a new board and screwing down the trim where it had previously been nailed. Finally, Adam fixed a few places where the asphalt tiles were not nailed down properly. However, Adam failed to tell me that in going up to the roof, I had gutter guards that were missing - I had to discover that myself. That's when I saw all the roofing nails in my gutters too. Many quality concerns like this have left me with an overall unfavorable view of Charm.
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Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of Charm Builders Ltd as part of our survey process. The bar graph and percentage next to the question stand for the percentage of respondents that were "Satisfied" about that particular question.
A customer is considered satisfied about about a question if they answered with 4 or more stars out of 5. For example if the "Communication" question is at 95% satisfaction that means that 95% of survey respondents answered that question with 4 or more stars out of 5 possible stars.More about surveys