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  • After discovering that our 20+ year old roof needed to be replaced, my wife and I got a couple of bids. We ultimately chose Lyons (even though they came in at a higher price) because they seemed more thorough and knowledgeable than the other company that came to inspect the roof. The initial interactions with Lyons were very pleasant and the actual roof replacement went well. At the time we replaced the roof we knew we might be selling our house in the very near future and would need to transfer the warranty. Normally that process comes with a $150 "transfer fee" but one of the project managers told my wife that that fee could be waived if the transfer was going to be so soon after the roof replacement. It was during the sale of our house that Lyons' ugly side showed up. The buyer's inspector noted a few issues with the replaced roof. They were mostly minor - but failed inspection nonetheless. We began the transfer process with Lyons and informed them of the issues - even sent them a copy of the inspection report. Despite having that report for more than a week, the person they sent to our house to do the transfer inspection appeared clueless as to the repairs that had to be made. So they had to send someone else out a few days later. Ultimately, we probably had to call Lyons people over to our house 3-4 more times because each time they failed to do the necessary repairs or argued with us about what had to be done. We had spent $12,000 on our new roof, but apparently were no longer valued customers after they believed they had "finished" the job. Ultimately they made us pay the $150 transfer fee, even though we were previously told it would be waived. When it was paid, we requested an invoice the same day so that we could give proof of payment to the buyers so as not to hold up our house sale. So of course Lyons' office staff left for the day without doing that. Lyons' terrible customer service nearly singlehandedly delayed our home sale because they took FOREVER to do simple tasks, argued with us every step of the way, and would not even provide us with the documentation we requested. We were valuable to Lyons up until the point that we wrote them a $12,000 check. Once they had their cash in hand we apparently were not worth their time.
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