I am writing this review so that nobody ever has to use this company ever again. They are in the business of selling warranties that they have no intention of ever fulfilling. The owner of the business is apparently out soliciting new business while the existing customers are not taken care of. Here is my story:
In June, before the rainy season started, I noticed that I had some broken tiles. Living through a summer here in Vegas, I know how bad the rain can be and wanted to make sure that my roof was taken care of prior to the monsoon season. Gino from Southwest Roofing over the phone told me that they had a minimum of $350, which worth about fixing 5 tiles. Understanding that minimum, I asked him to come over to take a look. Gino arrived with his partner and they told me that the $350 would be without warranty, but wrote me up a quote with a 2 year warranty for $965 and said this also included resealing any areas that need it as well as putting down any new underlayment if necessary. They said that if I want the work done, they could get someone out the next day and it would probably take more than half a day, but they were only going to charge me for half a day, which is the $965.
The next morning, I called back because I thought it would be worth it, but I clarified with Gino first as to what the two year warranty meant. He told me that the extra money above the $350 was basically to buy the 2 year warranty on the entire roof for peace of mind. I asked how I would know if the tiles that they fixed are the ones that is causing the leak, and he said that I wouldn't know, and this is why the warranty would be covering ANY leaks during that time.
They ended up sending over a worker that day at around 10am. Instead of taking more than half a day to work on my roof, the guy spent less than an hour. I was very surprised, but I gave it the benefit of the doubt and thought to myself that I have the 2 year warranty to fall back on if the roof leaks.
Now, it's August, just two months after having my roof worked on and I have a leak above the master bedroom area. As soon as we notice this, I call Southwest Roofing the next day at 7:30am and a lady takes a message, saying someone will get back to me. 11am rolls around and I receive no phone call and so I call back and leave another message. Still for awhile nobody calls back and so I call Gino on his direct cell phone line that he apparently never answers and leave a message.
Finally I get a call back from Denise in the office saying first that they can't send someone out until at least 2 weeks. I tell her that in about 4 or 5 days, we are predicted to have a heavy storm come through. She tells me that she can't do anything about it. She then asks me if the leak was in the same area and I tell her that I never had a leak, that her company was supposed to prophylactically fix my roof so that I would not have a leak. She then said that they only warrant the part of the roof that they fixed that had a leak. I told her that this is not what Gino had sold me and that he warranted my entire roof. She then reiterated that she could not send anyone until at least 2 weeks. I asked to speak with Gino and she said that he was out in the field doing bids and never answers his phone.
Seeing that Denise was not going to accommodate my request to have the roof fixed in less than two weeks, I finally ask her to put me down in the books tentatively so I at least have an appointment. She said that she wasn't going to do that because she had to speak with Gino first and won't be speaking to him until the next morning, but will call me back the next day.
Well, the next day arrived and after not having heard from Denise all morning, I call and leave message to have her call me back. By the time 5pm rolls around and still not having heard from anyone, I once again try Gino on his direct line, which he doesn't answer. Now, feeling like I'm being avoided, especially by the owner, I leave a message for Gino asking for my money back. As a business owner, he should have the decency to call his clients back to at least talk with them, rather than hide behind his phone and the women in his office. He knows he's not doing honest business and so makes every effort to avoid me. Anyhow, finally at 7 something that evening, I get a phone call back from Denise, basically just reiterating that she cannot do anything for me for at least 2 weeks.
I proceed to tell Denise that I left a message for Gino stating that if he's not going to honor the warranty part of the contract in a timely manner, which has already been demonstrated to me, then I want my money back. I asked he to pass that message once again on to him, which she said she would. Anyhow, I gave ten days to have a check issued back to me from them before making a complaint to the licensing board. Will update on whether they give me my money back.