Reliable Roofing, Siding & Windows
2026-01-14T18:16:21.633Z
(This will be long so feel free to skip to the conclusion at the end.) I want to start by saying we are leaving this review because we tried to have good communication, resolution, etc. without the back & forth with Reliable. Had there been more pleasant resolve during our contract with Reliable, I would have grace & not feel the need to leave a review. Jay was the person who met us to provide a quote. He seemed professional, fair, honest, & knowledgeable. After the deposit was paid ($8800), things went south. We were told the project would begin about 6 weeks out. I reached out to jay via email a couple of times to get an update on the siding options & jay responded saying he’ll have someone in the office send me some info. I never heard back from anyone. I don’t know if Jay failed to relay it or the other person failed to send it. After sending out a second email & not getting the info I needed, I got on the phone with reliable & got Carol on the line. At this point, it’s been about 7 weeks post deposit payment. The problem is that the “face” of the company is the one who sets the tone. The way Carol (who I believe is an owner) speaks is frustrating & comes across as an attitude. When I mentioned that we don’t have any info & haven’t received any updates, she said “well, this is the first time we've spoken on the phone". As if to say, the company is not responsible for providing updates. For the siding, the colors we were interested in were all “special colors”. Carol said if we wanted to move forward with a special color, we would have to wait even longer for it to arrive (another few weeks). With both timing and cost (up-charge for special colors), we ultimately went w/a color they had in stock already. In addition to this:1. The wires were cut when removing from the siding. This caused our tenant to lose internet & have to pay a tech $100 to come out. After much back & forth & carol stating multiple times that they didn’t cut the wires, they finally agreed to cover the $100. She wanted me to believe it must be a coincidence because their guys “don’t cut wires” Personally, I don’t believe in coincidences. Their electrician said nothing was cut, but the internet technician sent us a picture of a bunch of cut wires on the ground. So you can understand why I didn’t believe that this was just a coincidence.2. They broke our ring camera & carol reached out saying, “I think the ring camera was broke. Do you want to get one or send a pic and we will get one?”. While I appreciate her providing a solution, again, the customer service is lacking. No, “I’m sorry for the damage we caused to your ring camera”. Customer service goes a long way.3. One of the siding guys threw something off the roof & hit the tenant’s brother with it (assuming by accident) & I let carol know, but she never responded/addressed it.Conclusion: this may be a family run business, but Carol doesn’t treat the customers like she works for her family’s business (kind, warm, good customer service, etc.). I had to reach out a couple of times to get my questions answered & ultimately switched from text to email because she responded to that method. I avoided calling as much as possible because it honestly frustrated me. Every conversation with Carol felt difficult & frustrating. The company responds to and views negative reviews as an attack on their small business, but when your business is not handling a contract (that is thousands of dollars- about $30K for us) in the correct way, a review is warranted. Carol, I recommend you take this as constructive criticism rather than get defensive. I texted you to say that this has been a nightmare & you never followed up for a better understanding of how it could be improved. So here it is. I recommend you either work on your customer service or have someone else be the point of contact.
(This will be long so feel free to skip to the conclusion at the end.) I want to start by saying we are leaving this review because we tried to have g... More