Stuart & Moffat Roofing Contractors Limited

Critical: Professionalism
Mar 7th, 2023

Positive: Professionalism, Punctuality, Quality, Responsiveness, Value Services: Roof repair, Roof inspection, Gutter cleaning, Gutter repairs
Feb 22nd, 2023

Friendly
Oct 13th, 2022

The real test of a companys customer service is how they deal with a situation when something goes wrong. Stuart and Moffat Roofing fitted dry verge units onto our roof in July 2021. They were happy to give a 5 year guarantee for the work and their estimate stated they had over 20 years experience between them, and pride themselves on their keen eye for detail and commitment to providing excellent customer care. Not only did they not honour the guarantee, they also failed on all 3 statements. In August 2021 one of the dry verge units started coming away from the roof so we asked if someone could fix it. We heard nothing so chased again, and eventually they came out to fix the loose unit. In September 2021 one of the dry verge units came off the roof completely and landed in our garden. Again we phoned and emailed asking for someone to fix the fault. There was no reply from the company. Eight days later we still didnt have a reply from them so we emailed stating that if they didnt get in touch with a date to fix the problem we would employ another company to correct the issue and claim the cost from them as their work was still under guarantee. We also said wed put a review on their website letting other customers know about their customer care. They arrived that week to reattach the unit. It was at that time I was told by Malcolm Moffat that some of the battens were rotting and they couldnt get a good bite. However he said that he felt it was secure when they re attached it. I asked them to check the rest of the units to make sure they were secure as we were coming into the winter and I didnt want anymore issues. Malcolm assured me the others were secure. During the storm in November we lost multiple verge units from the roof and one hanging off and banging against the wall. Again we emailed Stuart and Moffat Roofing attaching photos of the damage and asking them to repair. It is worth noting that many of our neighbours have these dry verge units attached to their homes and not one house had any damage at all. We had a phone call saying someone would come out to fix the loose verge that was banging against the wall. Then we received an email with another quote attached for 550+VAT stating that as the tile battens were starting to rot they were unable to get a secure fixing, and they had attached a quote for the works required to ensure this doesnt happen again. Not only do they not honour the guarantee for their work, they admit they didnt get a secure fixing first time, and expected us to pay for them to redo the work. If they really do have 20 years experience and a keen eye for detail as stated in the estimate, they would have informed the customer of their findings and explained what was required to do the job correctly the first time. Instead they just screwed the dry verge units into rotting timber and sent out an invoice. After a phone call to Citizens Advice, they recommended I use the Simple Claims Procedure on line through the Scottish Courts and Tribunal to obtain a refund for the poor workmanship. Stuart and Moffat Roofing did not respond to the claim so I asked the court to make a decision on the case and I was awarded a full refund plus court costs. Again they have not complied with the courts decision so it is now in the hands of Sheriff Officers. Save yourself any hassle and go to a company that honour the guarantee for their work and when they say they strive for 100% customer satisfaction, they actually mean it.
Jun 29th, 2022

Positive: Professionalism, Quality, Responsiveness, Value
Jan 8th, 2022