Hi Julie,
Thank you for your review. I’m sorry to hear you were left feeling disappointed, though I’d like to clarify a few key points for the sake of fairness and transparency.
The original quote reflected the scope of work based on the information available at the time. Once we started, it quickly became clear that the existing roof was in far worse condition than expected—especially the tiles, many of which crumbled upon removal. This made the job significantly more complex and time-consuming. We did our best to explain this on site and gave you the option to pause the work or proceed, with an honest breakdown of the added time and cost. You chose to move forward with the priority work, focusing on the skylights.
While we understand that any increase in price is frustrating, especially mid-job, the extra cost reflected the real-time challenges we encountered—not an upsell or change of terms, but a necessary adjustment to complete work safely and correctly. In situations like this, we aim to be transparent and give the customer a choice, which we did.
We also want to note that the delay due to the van breakdown was communicated as soon as it happened, and we rescheduled quickly to minimize disruption.
We’re a small business that takes pride in doing honest work, and we never walk away from a job without trying to find a fair path forward.
We appreciate your kind words about our team and your feedback overall. We’ll continue to improve how we manage unexpected on-site challenges and customer communication to avoid situations like this in the future.
Best regards,
Joseph & the Team