My experience was very good.
We had a hurricane come through Charlotte a week after our new roof was installed. No leaks, wind wasn’t an issue - I am thoroughly impressed
Would recommend for door replacement
I am very please with the service and workmanship provided to me by TruGuard.
Jason made all the difference. Excellent overall experience!
They did what they said they would do when they said they would do it and for the price they said they would do it for ... outstanding, the way it should be ...
Was very pleased with the work, clean-up and consideration to our property.
I recommend TruGuard to everyone for their excellence in workmanship, communication and professionalism. I've used them on several jobs and would use them again and again.
I had an excellent experience with TruGuard. Quality work, great communication, and no pushy sales tactics.
The team did a great job from start to finish. Sales to project end, and even after project completion.
ABSOLUTELY not. I experienced problems from the beginning of the actual execution of the project and delays throughout. Who knew the installation of a new roof and gutters would drag on for almost 2 months and then wouldn't be right when the project manager said the job was "complete"? I had issues with both the crew and the project manager throughout the project. What follows is my "best remembrance" of the details and the overall experience. Rehashing this makes me frustrated and angry all over again. But hey - you asked for it.
Firstly, the salesperson apparently didn't properly identify the underlying roofing material as tongue and groove which meant when areas were found that needed to be replaced, the crew had the wrong material on site. That's what the project manager told me anyway and set the stage for his repeated blaming of other people including me. This delayed the project for a few days right out of the gate. I figured "no big deal - it happens, and this is an old house". That was just the start.
The crew themselves were friendly, but their availability was inconsistent as was their arrival and departure times. They repeatedly told me "how long of a drive" it was for them, as did the project manager. The project manager used this as his reason for not visiting the job site very frequently, too. Anyway, the crew frequently asked to borrow either extension cords almost daily, and even asked to borrow tools from me on a couple of occasions. As the project dragged on, I would agree to these requests simply to keep the project moving. There was also an instance where the crew apparently got into a vehicle accident, meaning the project was again delayed several more days.
There were many, many days lost to either wet weather (which I understand no one can control) or, frustratingly, the FORECAST of wet weather. The forecast always resulted in a no-show from the crew, frequently without a call from the project manager. There we many days where there was rain forecasted but it never actually rained at the property.
There were three roof vent caps to be installed which I had purchased myself at the suggestion of the project manager as this would "save me some money". After telling him where the vents were to be installed, the crew FORGOT TO INSTALL ONE and had to peel back the shingles and install it AFTER laying the shingles on that entire section of roof.
Once the roofing was complete, the installation of gutters began. As that was in progress, the cleanup finally began around the house. Please understand that the bulk of the waste and debris was indeed handled by the installation crew during the job, but there was a TON of paper and shingle cuttings all over our bushes on the sides of the house that laid there for literally weeks. The girl that did the cleanup did a very poor job. There is STILL paper wedged in the storm windows of our kitchen, which is inaccessible to me as I don't have a 24-foot ladder. I am also STILL picking up screws and nails and pieces of shingle material in the yard and flower beds on all sides of the house.
After everyone had left, the project manager called to say the work was complete. Mind you he NEVER returned to actually talk with us after "completion." When the first rain came a few days later, there were many problem areas. I still have video of the issues. There were areas where the roof pitches and gables caused the water run off to overshoot the gutters on the lower sections in two areas of the house. There were also several spots where rainwater was working between the gutter and the fascia, indicating the gutters and/or weren't properly installed. This wasn't even a heavy rain. I contacted the project manager, and he sent people back out to address the problems. For the over washing areas, diverters and deflectors were fashioned and installed solving that problem. The problems with the water leaking between the gutter and the fasci was attempted to be fixed with CAULK!!! While this stopped the flow, there was still water getting behind the gutters, but I was told by the project manager that this was "all that could be done".
I went into the attic form something unrelated and noticed that there was a HUGE GAP between the roof and the soffit which wasn't there before.
I could plainly see daylight coming in from all sides of the roof. I called the project manager to inform him of the issue, and he said he didn't think that it was a problem and definitely wasn't something the crew hadn't addressed if was one. After me refusing to back down due to the high likelihood of squirrels entering the house, he agreed to come back out and investigate. After seeing the issue, he still didn't think it was a big problem and assured me he'd be back with someone else. A few days later he came back with someone else, and together they reached the conclusion that the gap was INDEED an issue and that someone would come back and address it. SO, I was RIGHT but had to FIGHT to get it addressed.
Then, several weeks after the final repair visit, a rain shower resulted in the long gutter on the south side of the property suddenly overflowing. I knew the most likely cause was that the gutter to downspout transition had plugged with debris, so I got a ladder our to investigate and clear that debris. What I found was a VERY SMALL AMOUNT OF VERY INSIGNIFICANT DEBRIS that had formed a dam in the gutter because the crew had run screws up through the flow channel of the gutter which acted as hooks and caught the small debris. I immediately called the project manager and told him of the problem and his response was, and I quote, "The gutters are performing their design function. If any debris is causing a plug, it's your problem." I was furious and beyond frustrated.
I called the office and asked to speak with someone who could solve the issue as it was an installation issue and not a debris problem. A day after my call, I got an e-mail from the company as part of their marketing and "constant contact" initiative. I took a shot and replied and laid the whole story out, firmly believing I would not hear anything back as I hadn't heard back from someone that could solve the problem after my phone call. At least not yet. Much to my surprise, the owner of the company (the author of the e-mail) actually called me and wanted to hear what was going on. He agreed with my evaluation of the problem with the gutter and downspouts and sent someone out to evaluate the issue two days later. Upon evaluation, it was determined that THE DOWNSPOUTS WERE IMPROPERLY ATTACHED TO ALL OF THE GUTTERS AND THAT THE GUTTERS ALL HAD TO BE REPLACED TO CORRECT THE ISSUE. FINALLY!!! So - at the end of the day, I was right AGAIN but the project manager wouldn't listen. AGAIN.
When I heard that people were coming back, I insisted that the project manager that I had been working with not set foot on my property ever again and someone else needed to manage the work due to him being inattentive, disengaged, and downright rude. The owner and the supervisor both vociferously defended the project manager telling me "He always gets good reviews" and "we've never had any complaints about him" and "the real issue was with the crew, who we had to fire". Whatever. The guy was a jerk, both my wife and I STILL THINKS he's a jerk, and that his customer service skills are a joke. Regardless he never came back, the work was FINALLY completed, and we've been okay ever since.
In the end, this simple job took over FOUR MONTHS to complete and resolve. I was demeaned, belittled, avoided and my concerns dismissed several times throughout the process and after the work was supposedly complete. Inexcusable, and at the end of the day, these are the reasons off the top of my head that I'd NEVER EVER recommend this company to anyone under any circumstances. I go out of my way to tell anyone I happen to come into contact with that is thinking of hiring a roofing or gutter company to STEER CLEAR OF TRUGUARD AT ALL COSTS.
They were great. Came when they said they would, worked quickly and efficiently and did a fantastic job. The new siding turned our home into a “new” home. Thank you
TruGuard was excellent in every aspect from the initial quote, to the materials, to the installation. We are completely satisfied! I highly recommend. We have used them for 3 home improvement projects.
Work was done in a timely fashion.
The work was done right and the service person in charge did what he said and showed up on time
From start to finish, I was extremely satisfied with the quality and workmanship of all those involved with my project.
I've had 2 experiences with TruGuard. One was amazingly excellent/great. One was woeful. Don't know what to think.
Good experience, great quality and reasonable cost.
TruGuard is great to work with; they are courteous during the sales process, prompt and clean during installation, and responsive after the work has been completed.
They were professional, prompt, on time, and the qualtiy of the work was excellent.
They did what they said they would do.
They were true to their word, kind, and punctual.
TruGuard completed a home improvement project for us. We had to get our floors redone. They removed carpet and installed custom hardwood floors, with a custom stain, that nobody else has. We've received many compliments on our floor. They did a fantastic job. I highly recommend them. TruGuard also did our granite countertops and backsplash. They did a great job.
It was affordable, finished in a quality amount of time, and the work was above my expectation.
We used TruGuard when our roof was damaged by hail and we needed to rely on the manufacturer to replace the shingles, etc. TruGuard was our partner in dealing with the manufacturer to ensure we got everything we needed to replace the roof - not just the shingles. They were professional, friendly, on time, tidy and did a great job. Their customer portal allowed us to easily communicate with them and to know where our project was every step of the way. We highly recommend them!
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Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of TruGuard 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.
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