Distinctive Roofing, LLC

Distinctive Roofing put a roof on my Flagstaff home October 2012. We agreed on a price with a $ 2500 insurance deductible and NO out of pocket expenses. I readily paid what they asked. They met with my insurance agent and agreed on the price but the paper work had the wrong information. The insurance paid the agreed amount but our out of pocket expense is $ 3,275.28. Originally a representative agreed there was a problem but since then I have sent e-​mails and letter and all have been «no answer». The better business bureau tried to contact them and received no answer.

I had my old foam roof torn off and completely redone by Distinctive Roofing back in 2009. They did a great job (except forgetting to tell me I should take my glass hurricanes off my dining room light fixture — no harm — I was able to replace the broken glass cheaply). Their price was very good compared to the other bids I got and I felt I was in good hands and I would give them 5 stars for the new roof — no leaks or problems. The team was professional and friendly from the sales rep to the actual roofers. They gave me an 8 year warranty which is standard for the industry.
Fast forward to 3.5 years later (I was told at the time of installation I should have them inspect my roof about the 3 — 4 year mark and usually they recommend resealing the foam at 5 years).
The person who came to my home was not friendly, seemed disinterested and I had a weird feeling he was giong to gouge me on the bid based upon the neighborhood I live in. I had gotten one other bid prior but was planning to stay with Distinctive since they did my roof originally so at that point I wanted to be loyal (Both firms offered to extend the warranty another 5 years upon resealing the foam).
The rep said he would email me the bid in a few days. A week later I still didn’t have it so called the office. They said he had been out sick and would have him call me. Another week and I still didn’t have it so called again. He said he’d email, then forgot to attach the bid. I had to call again. The price was also double what a competitor wanted to charge me. Also the competitor said I didn’t really need to reseal and could just patch some bird damage that would last me a few more years before resealing if I didn’t want to spend the money now since it was still a bit early (The Distinctive rep did not offer this option). I shared the price difference on the bids with the Distinctive rep and he said they coudn’t make any money at that price that he would drop a bit off to give it to me at their «cost». Now I don’t expect anyone to give me something at cost — but I don’t believe him given the disparity of the bids that they wouldn’t make any money.
I thought about it and had a question so sent him an email asking what the 8 year initial warranty is for if I am resurfacing now at the 3.5 year mark. I still have not gotten a response and it’s been over a month. He has not followed up and I take it they are not that hungry for the business. I am not in a hurry because I was «early» in the process of getting resealing bids.
I think the owner should be aware that they have at least one sales rep who does not have good customer skills, is not friendly, and has poor follow-​through/​organization skills. This has turned me off to the company. If I have time, I may call the owner to let him know. I know if I was an owner, I would want to know how my customers feel. However, now I worry that the rep is just a reflection of the owner’s approach and am avoiding that call.
The unfriendly nature, and lack of follow-​through on 2 occasions has really changed my opinion of hte company. I shouldn’t have to follow-​up 3 times to get a bid and an answer when they are trying to sell me something.
It’s too bad because they have lost a customer the next time I want to redo my flat roof. I would give a score of 1 – 2 stars based upon this recent experience thus the «average» of 3 stars.