Sales rep was not responding majority of the time

I liked the fact that they were quick but I am having problems getting an itemized bill for my insurance company. I did not get the correct color for my roof panel. I didn’t like them because they had good ratings and the work was done well. It was just the wrong color and I cannot get my itemized bill. I have been asking for over three weeks.

There have been several challenges that I have voiced to the field superintendent Denilson Corona, who assured me that they would be resolved promptly.

For starters, we signed the contract on 7/20 and after that I had to tenaciously follow up to try to get the project moving to be scheduled. Once the permit was applied for, I had to follow up with the town of Dyer and they kindly expedited. Then, I reached out again to M&M asking for the job to be scheduled as we had an active leak from a plumbing stack. Our sales person stopped responding after the contract was signed, unless he needed something. He reached out to have M&M do a final measurement of the skylights and then he came out to do one last check. I left messages in the office for Cynthia and Hannah and my calls were not returned until one young lady whose name I cannot recall escalated to Johnny Hanks. He then said he would get the job scheduled.

We received the email that the job would start on Tuesday 8/25 and that no one needed to be home. Tuesday 8/25 the job began. The roofers needed inside access to install the skylights. Not knowing what time they would get to them, I was here for the day. The skylights were the wrong size. I escalated to the superintendent Dan Doering contact provided us in the scheduling email. He wasn’t aware and thanked me for the call. Later Tuesday afternoon, Denilson Corona showed up and said he was the field superintendent and he didn’t know why I was given Dan’s contact info. He assured me he would get the correct size skylights and they would install the next day (Wednesday 8/26).

Wednesday 8/26, the roofers continued working and began to install one of the skylights. There was an issue with the remote and the blinds were not working. Mind you, I didn’t even want skylights with blinds due to the expense; I just wanted new skylights like the plain ones we had but Trace our sales person, said that that wasn’t an option. They installed the other two skylights and the remotes were not working so the blinds didn’t work. Additionally the light cover in our master bathroom ventilation fan fell and broke when they were working on the roof and external vent about that. I was here for the day Wednesday too as they were in and out for the skylights.

The next day, Thursday 8/27, they removed the skylights and again tried to get the remotes to work. They spent over 2 hours on them, inside and outside, reinstalled them and aesthetically they appeared very unfinished. Denilson had to return for them to remove and reset them with the manufacturer on the line and they reinstalled again. Denilson assured me that the interior trim will be completed on all three skylights would be scheduled ASAP. The job was finished Thursday and I have yet to receive a call as to when that will happen.

On Thursday 8/27, when we were leaving about 5pm, I let Denilson know that we were leaving and if they needed the next day to finish it was fine and we wanted the job done right and didn’t want to risk their safety working in the dark. He assured me that they would be done and would be cleaning up before they left for the evening Thursday. I was concerned as I knew they ended up rush finishing the front of the house due to the time lost with the skylights. Thursday evening I texted Denilson to ask what time Friday he would be coming to do the walk with through. No response.

Friday 8/28, about 11:30am still not having heard from Denilson, I texted again asking when to expect him for the final walk through, when the interior trim kits would be completed and also to notify him that there seemed to be a lot of nails and staples in our lawn and landscape. As well I let him know that I was seeing some questionable areas that we need to discuss. He texted back that he would arrive around 2 pm. Friday at 3:21pm he called and said he had been out at multiple job sights and could be to our home about 4pm. I explained they we waited and now have things to do so he said he would come Saturday at 11am.

When Denilson came Saturday 8/29 at 11am, he brought the replacement light cover for the bathroom ventilation fan. My husband replaced it. I showed him the questionable areas of concern we had: 1) several spots, primarily in front but some also in the back, where the shingles are lifted. I explained that several homes in our neighborhood just had their roofs replaced and none of them had shingles that appeared lifted. He said that it’s a common complaint he hears and with the heat in the coming days, they should adhere. We are not satisfied with that response at all. He assured me he would send someone out to fix that. 2) Additionally there are 6 small triangular areas that I think he called “elbows” that look sloppy, unfinished and devalue the appearance of our home. On some the shingles are part way over the flashing, on some the flashing is over the shingles, on one the flashing looks uneven and/or torn… it looks ridiculous. I walked the neighborhood and looked at how professional the other “elbows” look on the recently new roofed homes and I’m appalled. It should also be noted that it looked beautifully and professionally done before having the roof replaced. The explanation Denilson provided that the shingles have to be under the flashing doesn’t align with how they did it. I want these fixed ASAP. 3) in the area that’s a “dead valley” there is what appears to be brown caulking or something on the beige/tan flashing. It looks hideous. Upon getting on the roof, Denilson said that that is a piece of brown metal. I asked if they could replace it or paint over it as he too agreed it looks bad. He said it would be fixed ASAP. 4) we need the interior trim kits installed on the skylights. They really look unfinished and in addition the area around the skylights was left messy and will need to now be repainted.

Denilson assured me that these concerns/fixes would be taken care of immediately. He thanked me for my patience and understanding and for providing his guys coffee each morning. I didn’t hear from anyone at M&M today to schedule these. I only received your email asking for a review.

At this point, I’m NOT happy with the job performed; my expectations have not been exceeded and I’m upset that it was so expensive for what appears to be a shotty job. The communication has been poor since contract signing on 7/20 and I cannot in good conscience recommend your company for a roofing job to our many friends who are in need of new roofs.

I’d appreciate prompt resolution of our issues and better communication through the process.

They did a great job at a fair price, plus the finanacing they offer is awesome!

Sales person - Ryan - personable. Measure guy never introduced self and was unapproachable. Crew leader - didn't introduce self - was accomadating to allow me to move car when they arrived an hour early. Denilson - superintendent - inspected, I pointed out lifted gutter cover, he said missing nail, said he would come back on Monday to replace it (still hasn't), sent someone back for the dumpster at 8 pm and that guy blew all the nails of the driveway INTO my garage which i did not notice until I pulled my car in. I picked up what i could see in the dark and dealt with nail cleanup the next morning. All of this in the aftermath of a horrible storm which left much of the town without power and daily forecasts for more bad weather.

Did not have to be home during work and everything was cleaned up.

I did refer and our neighbor also got their roof replaced by M&M

BBB A+

The crew was on time, EXTREMELY had working and went well beyond their duties in that my roof was put on on the day of the tornado which came up suddenly. My new roof was damaged by large branches in my backyard and they got the branches off my roof and sealed the holes . They had to use a generator since I lost power. They completed the job, cleaned up the entire property and were here from before 7 am to after 7 pm. The Superintendent was o course also on the job and was exceptionally kind and helpful on that day and beyond. Thank goodness no one was injured - the storm came up so fast. They were all outstanding.

The service was high quality, with timely responses and expert knowledge.

I loved everything about the product installation and our project manager. I was not a fan of our sales rep.

One of the most professional and pleasant experiences in years!

Answered all of my questions and performed a thorough post-job cleanup.

The salesman was great

Because of the first experience 22 years ago and a job well done the first call this time was to M&M. Quote was fair and job well done again. Sales, and crew were 5 stars

Great all around

Their communication with me was not what I expected. It took them a while to contact me.

Would not recommend Trace. Have reached out to address concerns via email with Nick and Kristi with no response

Quick work. The roof and gutters look great.

It was a great experience! They did a wonderful job with my roof from start to finish.

Everyone I spoke with was helpful and courteous

There was very little follow-up from the company.

The expertise work that was done!

Communication up to the project was great; I was notified daily, but on the day of the project and afterward, it was like radio silence. The superintendent never gave me information on the progress of the project and when they were done, they just left, not letting me know they were finished.

The people I dealt with were knowledgeable and professional. I feel that high quality materials were used. The removal of old shingles and installation of new shingles was efficient.