Reviews

Review Details

• Review fromStacey L

  Date: 10/22/2024

  2 stars
  True Group replaced all the roofs in my community last year. Since then, many of us have had issues; I have had 2 leaks. The first time, they came out and 'fixed' both the outside and the inside, and coordinated other people to help remove the insulation and paint. This time, they only came out to patch the outside. They said that hurricanes are an exclusion in our warranty and therefore will not do any further repairs until our HOA says they will pay for it. But, if it's an exclusion, why send crews out to fix even the outside? The issue, is that I had a leak BEFORE the hurricane. I feel that my roof was not patched properly and the work was done poorly, AGAIN.
  

  True Group

  Date: 11/14/2024

  We have been in contact with you since this review was posted to address your concerns directly. Our team inspected your home on 11/6/24 and spoke with you in person about the issue found around your soffit, which caused the leak. This is a systematic issue weve found throughout your community. It was not a result of the roofing project we completed for your community.Your Board has been made aware of the issue and has been provided documentation of everything our team found. We are awaiting their decision to determine how they want to move forward with the necessary repairs. We recommend you contact them directly with your concerns. Our team is ready to resolve this issue for you as soon as we have approval from the Board to do so.

• Review fromDonna G

  Date: 07/02/2024

  5 stars
  Excellent company and customer service!! ********************** completed roof repairs and sealed my flat roof Oct. 2021. July 2024. I discovered small leak and emailed the company on a Friday night July 2024. Monday morning ****** called me and scheduled inspection for Tuesday morning. Roofing Supervisor ***** arrived on time, found the problem and took care of it immediately (applied more sealant to small crack). I can't say enough about prompt professional service I received!! Highly recommend!!
  

  True Group

  Date: 07/12/2024

  *****, thank you for your kind words! Our team takes pride in their work and providing our customers with solutions that will stand the test of time. We'll share this with the team!

• Review fromJennifer R

  Date: 11/30/2023

  4 stars

  True group did the re-roofing of my townhouse community. The crews work seemed to be rushed and sloppy. Tar on the exterior stucco, multiple tenants with multiple leaks during and after completion, still ongoing repairs and leaks from these brand new roofs. The new roofs have dips and valleys that were not there before and just look terrible and un-professionally done. The response from the company was they are structurally sound. You could not communicate with the crews while they were onsite as only the crew leader spoke English. While the company does respond to concerns, there should not be this many from a professional company with the expertise they claim to have.

  
  

  UPDATE:

  
  

   After expressing my concerns, True Group came out to the property to address and provide an explanation for all of my concerns.

  

  True Group

  Date: 12/15/2023

  Jennifer,
  
  We’re sad to hear you were disappointed in your experience with our company.
  
  Our crews work diligently to put the roofs on correctly and adhere to the structure of the building, which waterproofs the roof to protect your home. However, not every building is the same and may have some natural dips and valleys. The installation of a new roof does not cause the structure of the building to change. These dips and valleys were there before but were made more noticeable because of the new shingles installed, as they need time to seal to the roof. Once the new shingles have sealed, you should notice less of the dips and valleys.
  
  Leaks may occur during the dry-in process when the roof is at its most vulnerable. We do everything we can to avoid this, but unfortunately, if a storm comes while the roof is drying in, it’s unsafe for our crews to continue working when the roof is wet. We avoid opening a roof when inclement weather is predicted, but we cannot control if an unexpected storm occurs. If this does happen, as it did with your unit, we will work directly with the owner to remedy the issue, at no cost to you.
  
  There was also a unique situation in your community where we discovered a manufacturer’s defect in the vents installed on some of the roofs, which caused leaks. We worked closely with the manufacturer to correct the issue and replace any compromised vents to prevent future leaks.
  
  Finally, we do have people on our crews who’s first language is not English. But as you mentioned, our crew leaders do speak English. We direct all customers to call our office so that we can properly care for your concerns and ensure clear communication through a single channel. All calls are documented and directed through our office so we can put you in contact with the right people who can address your specific concerns, while our teams on-site can focus on installing your roof quickly and efficiently.
  
  We would be more than happy to further address these concerns and any other questions you may have. Please contact our office at (407) 291-8600. We appreciate you sharing your thoughts with us, and I hope you will call us if you are still not satisfied with your experience.

  Jennifer R

  Date: 12/21/2023

  Thank you for the response. The dips and valleys were not present prior to the re-roofing, perhaps the plywood underneath should have been replaced. For the vents, they have not leaked for 16 years and as advised by my neighbors, it took 4 times repairing to correct the situation, plus the many other leaks in the neighborhood. The roofs look terrible, there are random dips, valleys, lines, bowed/lifting tiles. Still tar on the stucco, etc... My suggestion would be for you to actually make a visit to our community and see if the work done here for yourself and see if it meets your standards.