Business ProfileforWestern Products Inc

Critical: Professionalism, Responsiveness We contracted with Western Products for our roofing project because of a positive experience we previously had with them nineteen years ago. This project not so much. First....broken promises. I get that dealing with a pandemic isn't easy. Labor shortages and supply chain issues can tarnish a reputation quickly. So although I signed a contract in May for work to commence in July, I patiently waited until September 30th to get the call...."we are starting your roof today." (I'm happy enough to overlook the short notice. )Work begins tearing shingles for the new Boral Steel installation. Then Saturday I take notice of the inexperience of the "crew". Not a lot of confidence when I see them on their phone viewing how-to videos. Sure enough, a call to Western confirms to me its a rookie crew with no experienced supervision on sight. I'm nervous. I contact a Boral Steel rep and voice those concerns. After talking to a Western Products rep, I was assured that someone would arrive to oversee. On that promise they came through. Sunday comes and they have successfully installed new steel over my garage. It looked good, except for a few minor issues to address. The crew also removed the rest of my houses shingles in prep for the Boral Steel. I was comforted as the Rep from Western arrived late Sunday to inspect. (We both had been at the Vikings game that day) He said "we will get this done this week" Monday I was more assured as the Boral Rep stopped and inspected the rookie crews work and gave it a thumbs up. Great! Let's get it finished. No crew Monday. No crew Tuesday, or Wednesday. A call is placed...should get there Saturday and finish Sunday. Saturday came. A threat of rain, but none arrived through 5pm. No crew arrived either. A week of excellent weather now passed. It's late Saturday evening and the rain began. We soon hear the drops of rain on our upstairs bathroom floor. Soaked. (See pics) I had no choice but to file an insurance claim, to which I see negligence on the part of Western Products as the primary reason. Not sure what happens from here. Maybe my project was too small for Western to give the professionalism I had expected. My wife and I had to refinance our home to get this project done right. It's our forever home. We deserve better.Followup: One week later. 10-17-2021. While my house no longer leaks and my project did continue, it is still not finished. A crew worked Thursday and Friday, stating they'd be back Sunday to finish. It's Sunday 11:15 am and no crew. I've added photos of dead grass where materials have laid for weeks. A dumpster has taken my driveway for seventeen days now. I recall ***** saying it'd take about 5-7 days to completion. I wish I had known that the days were going to be sporadically sprinkled over a months time. In short, my disappointment continues. Fall projects on hold. Cannot access storage sheds. I've spent 30+ years teaching sales and customer service classes. Rule #1: always under promise and over deliver. The reverse leads to a high level of cognitive dissonance and that's exactly how I've felt. Ps.... I sure hope a south breeze doesn't blow and throw the unattached steel panels off the roof and lead to yet another "issue."

****, we are so sorry you are disappointed with your experience on this project, and we understand your frustrations. A team was sent out yesterday to continue the work on your roof. We assure you that we are doing everything within our power to get your roof completed to meet not only our own high standards, but yours as well. You deserve the peace of mind that comes with a home that is protected from the elements with quality products and installation, and we are working hard to ensure you get that.