Golden Heart Roofing

Quality of Work: Reasonably good
Complaint: poor customer service

I recently had my roof replaced by Golden Heart Roofing. Please take a look at the following narrative before you make a decision on whether you should consider hiring them.
I am aware that with any type of construction, there are unforeseen situations that can wreak havoc with timetables. That is not my primary complaint about Jacob (the owner); it is the fact that the communication was unprofessional and extremely frustrating to me and my family as consumers. For over three weeks ( August 17-Sept. 3) following completion of the installation of the new roof, there was a palate of unused shingles, along with some lumber, metal, and glue sitting in my driveway. I left no fewer than 8 messages for Jacob to call me back because in addition to the materials left behind, there were a few things that still had to be completed (details to follow). He made no attempt whatsoever to do so. That was not the first time I had experienced his level of customer service.
Things got off to a promising start. Jacob was reasonably prompt in responding to my inquiries and provided a comprehensive and professional bid at a market price. On May 11, I tendered a 50% down payment for the job. That’s when things seemed to change. He did not give me a receipt for the down payment saying that his secretary would email it. I never got it. I subsequently asked about it and Jake promised me at least twice that he would make sure I got one. It never happened.
At that same meeting, Jacob asked when he could start. I said any time after June 12th would be fine. At the end of the third week of June I called to find out what their timetable was so that I could plan around it. After a week, he had finally returned my call. He said he was looking at the beginning of July.
In the third week of July after not seeing any activity or hearing from Jacob, I finally called and again a week or so went by before I heard from him, and this was only because a mutual acquaintance saw him and told him to give me a call.
They finally started working on my roof in the second week of August (I will spare the details of how many times I had to call Jacob to get him to finally show up).
The company was paid in full for the roof on August 17th. At that time, I mentioned to Jacob that my kitchen exhaust fan sounded like something had fallen into the vent during the roof repair. He said it would be wise to take a look at it soon because if it was a piece of shingle, it could really damage the fan. He said he would be back either the next day (Wednesday) or the next Saturday. He did not show on Wednesday or Saturday, and no calls from him. I waited until the following Tuesday (the 24th) to call.
At the same time he was to replace the vent cap, with a new one, as stipulated in the bid agreement. They had not done that and my old rusty one is still there. So no vent cap, debris in my exhaust fan, and a driveway littered with construction material for 23 days. On September 3, he sent someone over to pick up the palate of shingles and material in my driveway. After I placed a number of calls, he finally called me back and said that there were no vent caps available in town and that he had been out of town for 5 days. I reminded him that it had been 23 days. He said that he would try to find a cap and send someone over to install it that afternoon. Nobody showed, and there was not call from him. I have left him three messages just to see if I am still on the radar.
It is now February 2022, the vent cap is still not replaced and Jacob has not returned any of my calls.
In fairness, the crew did a good job of installing my shingles once they got started, but Jacob provided absolutely terrible customer service. Aside from neglecting to take care of my vent, he also completely neglected a fascia board behind a gutter that I had asked him to inspect and paint. He promised to do that, but at the time of payment I told him to forget it—because I knew he would never get around to it! (I’ll have to do it myself.) I placed my last call to Golden Heart on October 18, as usual no response. I am not confident that if I have any problems in the future that my 2-year warranty will be honored. I also cannot get any documentation on the shingle warranty from him. Once he received full payment for the job (August 17) he became totally unresonsive, despite the unfinished work—silly me for being so trusing.
Again, it is well-known that construction projects can get off schedule. That is not my primary concern. The problem is that Jacob appears to have no intention of completing the job, and refuses to communicate. The contract includes a 3-year warranty; I am very concerned about my chances of having that honored should something need fixing. (If my un-replaced vent begins to rust away I guess I’ll just have to replace it myself and hope there aren’t any bigger problems.)