From Vania King.
Double T Construction & Roofing LLC
I've worked with Tim and his family's roofing company twice for four roof replacement projects. The first was two years ago, when they were called Roof It Better, to replace two roofs. Then, I had vetted a few companies and Tim's company was the most reasonably priced and I liked the fact that they were a family company. I dealt primarily with Tiffany, Tim's daughter, however this time around, she wasn't part of any communication and I dealt with five different people. The 2019 project took longer than expected, but overall, a positive experience.
Because I'd worked with them before, I decided to hire them for two more roof replacement jobs, without doing comparisons. This time, however, my experience was incredibly frustrating and poor, primarily due to poor communication, organization, and lack of ownership of when things went wrong.
Timeline:
The project took almost 7 months from contract signing, way longer than expected. Tim convinced me in late June to make the decision within a week, because material prices were going up, however, he ordered metal in November. He blamed the manufacturing companies and the holidays for delaying the project, and while I understand some delay, there were elements they were in control of that caused delays. A roof was torn off and left exposed, as well as the dumpster, materials, rolls of rusty and loose nails were left at my house, for months.
Communication:
I was expecting transparent, professional, and courteous communication, which I didn't get. Outside of Tim, responses were at least respectful, however I had multiple mixups and misinformation and ultimately all roads led to Tim as he's the boss. Tim himself was a challenge - it was very difficult to get a straight answer and when issues arose, there wasn't ownership of any of the complications.
I struggled to get timely responses, both from Tim and his staff. There was a period where Tim didn't respond to my texts/calls and it turned out my number was going to spam, several months into the project. I'd email staff for updates and would get responses days after contractors had already come to my house. The actual contractor who did the work would give me different information and timelines than Tim and his staff, further confusing the process.
A major negative experience was when Tim's crew found a layer of insulation and only after multiple conversations and a week later, did Tim lay it on me that I owed him an extra $2,300. I felt out of professional courtesy, he should have let me know immediately. I asked my lawyer to review the contract to ensure it was my responsibility and believe Tim took affront to this as he refused to respond to me for days and refused to schedule the installation until I agreed to pay him, which was not what he had previously told me. My lawyer did clear up the issue and I was responsible for the payment (paid it the same day I found out), however, the experience was very unsettling and exacerbated my frustrations over the lack of transparency.
Organization/Professionalism:
There was about eight material/dumpster dropoff/pickup scheduling points. I'd requested to be given a window of time in advance so I could plan my schedule to facilitate them and gave notice when I was out of town or had limiting plans (such as family in town for holidays). Not one time was it organized successfully in advance. The best they did was give me a whole day, with no window, and six times I was given no notice.
I also had issues with quality - there was a significant leak during a storm, due to the roof not being covered properly and the contractor left materials, including strewn rusty, loose nails all over my driveway and left plywood on my grass that killed it. Those issues were temporary, but concerning.
Overall, it was a bummer to have this experience, given my previous positive experience. I felt Tim never took responsibility for any of the issues that arose and was combative to deal with. They are fair with pricing, however, due to all the other issues I had, I would not choose to work with them again.
