- Country: USA
- State: Arizona
- City: Phoenix
- Address: 3757 E Broadway Rd #1, Phoenix, AZ 85040, USA
- Phone: +1 602-687-8393
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I have had many customer service issues and was very disappointed with Vertex Roofing!! They are horrible at returning emails/phone calls and keeping customers updated. I ended up with a color roof that I did not select! I was told they no longer had the color I chose, but instead of coming back and asking me, they chose another color for me on their own. It is supposedly a higher grade material, although I have not received any paperwork to that effect. Here are some of the other issues: --After I signed the contract I received an email that said that I would be notified when my materials came in, which I was not. --When I developed a leak around the ceiling fan in my dining room in August, it took me two phone calls and two emails to get a response. That response did not include any offers of assistance to temporarily fix the problem. I was just told August 14th that I would be up the end of the next week or the beginning of the following. The Production Manager said that he would be out to look at the job site, which to my knowledge never occurred. --The next few weeks were very stressful as it was raining almost every day and I was worried about more leaking. I finally called on the 23rd to see if I could get an update, since no one had been out and I didn't even know if all my materials were in. -- Production Manager called Friday 24th to say a crew would be out early Monday and he would email me the specifics. I never received an email. --The crew did a good job and worked around the dogs by not going in the back yard. However, Thursday when they left they said they would be returning the next day. I work from home, so I moved a few meetings from Friday morning to Tuesday morning in case of noise. No one showed up or called until around 1 pm, the Production Manager called to say they would be back Saturday morning to finish. --Finished as promised Saturday, but I had a standing volunteer engagement and was not here when they left. I was expecting to be left care instructions and warranty information, which I never received. --One last customer service oddity was that no one in the company that I tried to contact who has a cell phone had their voice mail set up with a message confirming their name and that they are a Vertex Roofing employee. The generic you have reached ###-###-####, did not fill me with confidence that I even had the right number. All of these issues were addressed with an apology and 1.25% discount off the price, which is not a lot, but I just wanted to be done with all the hassle. Unfortunately there is a part II to the saga. I never received a final receipt from the last payment (made over the phone) or the warranty information that was supposed to come from the manufacturer. I also did not approve my two raised air roof vents and whirlybird to be removed from my roof. In fact part of the sales pitch was for an extra fee I could get a raised roof line with increased air vents all along the top to save energy. I did not have the additional money for that, but the sales representative thought it would be fine with my existing vents. The contract specifies anything on the roof that will be removed and not returned, such as the satellite dish. Existing vents were not to be removed. Again it took an email and a phone call before I got a response from the Branch Manager on the vent issue (not on the receipt or warranty issues, which I got no response). He said he thought some existing slates/vents on the side of my house would be fine and the other vents were not needed. This contradicts the sales representative and all of my neighbors who have many vents and whirlybirds on their roofs. The Branch Manager did try to stop by once, but I was in a meeting (work from home). Since that visit I have left a voice mail and sent two emails. Not sure why I have to argue when the contract clearly does not say they can remove my existing vents. Update: I did get a receipt and a copy of the warranty information (although not great copy) and they added a vent.
From start to finish, we were in contact with several of the professionals at Vertex. Every individual from sales to management and on-site labor was helpful, courteous and professional. I can't imagine having a better experience! Not to mention, the Vertex roof was just the touch our new home needed to make it spectacular!! Thank you, Vertex!
Five years ago, Vertex Roofing installed a new roof on my home. I encountered the company at the Tucson Home Show, where I was trying to find a roofer quickly because a recent storm had precipitated a huge leak in my kitchen ceiling due to a hole in the roof. Everyone I've worked with from the company has treated me with courtesy and behaved very professionally. Arrangements were made and the roof was installed expeditiously (if my memory can be trusted, I think it took them just a few days to install). And it looks beautiful! The long-term warranty on the roof made me feel even more confident about their services. To be honest, since the roof was installed, twice I had leaks in my house that I thought were from a roof problem. I called Vertex both times and they came out to look at the problem. Both times they identified the source of the leak, and it wasn’t the roof (long stories that I won’t get into here). Each time I felt they were patient and helpful with me, despite the fact that their product was not the problem. In sum, I have had positive experiences with Vertex Roofing and highly recommend them for both quality of product and professionalism of staff.
We love our new metal roof! Couldn't be happier with the final product and with the service/communication while it was being installed. Don't bother with any other company! Thank you, Vertex!
Vertex Roofing was a pleasure to work with. Our roof was unsightly, oddly designed, poorly sloped, and a maintenance nightmare. Vertex Roofing transformed it entirely with beautiful weathered-copper colored metal that will last (practically) forever. Their crew was hard-working, always on-time, and friendly; answering any questions and concerns that I had. Great company!
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