CARTER ROOFING SIDING & WINDOWS INC

In September 2011 I noticed during a heavy daytime downpour that the shingles in the front were shooting the water over the gutter, flooding down the front of my house. (Earlier in the summer, I had some water leakage in my basement family room during an excessively heavy rainstorm; first time ever in the 9 years that I have owned my home.) Since this issue was discovered within the 2 year labor warranty period, I contacted Carter Roofing on 9/12/11 per warranty directions. This began a puzzling, frustrating experience of repeated efforts to get a clear assessment of the problem, a clear recommended corrective plan, and follow through. I have documented conversations and multiple attempts to get Carter Roofing to return calls and fix the problem (9/12, 9/14, 9/15, 9/16, 9/19, 9/29, 10/11, 10/12, 10/17, 10/18). I even met with Wayne Carter by going directly to his office on 9/19/11. He sent an employee, Jeff, to my home to assess the problem. Jeff indicated to me (and a friend of mine present at the time) that the shingles were too long, but he didn't recommend cutting them. I asked him to report back to Wayne Carter and have Wayne contact me. I waited 10 days, heard nothing further so I called Carter Roofing again on 9/29/11. After several additional phone calls with no real solutions or follow through provided, I consulted with a lawyer (10/18/11) and an independent contractor (as advised by lawyer). The independent contractor advised me that the primary problem was that the edge vents (not needed but sold to me by Carter Roofing) were angling water over the gutters. It was recommended to me that the edge vents should be removed from the entire roof and the 2 rows at the roof edge be repositioned all around the entire roof. On 11/6/11 I sent a certified letter to Carter Roofing advising them that if I didn't hear back within 5 days of receipt of the letter with an acceptable plan of action, and a start and finish date to be scheduled when I or a family member could be present, I would be submitting to them all expenses incurred to date to address this issue. Late Wednesday evening (11/9/11), upon returning home from work around 9:30pm, there was a voice message from Jeff /Carter Roofing. He stated that if I did want the shingles cut (?!) to please call him to schedule a day and time. The next day I was busy all day at work with no break, and no opportunity to call Carter Roofing back. Upon my return home that evening (Thursday, 11/10/11) there was a message from Carter Roofing that since Jeff felt that this matter was "urgent" (?!) he was at that very moment (2:41pm, 11/10/11) at my home cutting my shingles "as agreed upon" (?!). Neither I nor another family member were at home at the time. For the record, we had never agreed upon any course of action, never had a substantive discussion regarding how to fix the problem, nor scheduled a date/time for any work to be done. Since my basic goal is stopping any further water leakage or water flow down the front of my home, I will wait and see if the problem is fixed....if so, Thank God....if not I will try to get it fixed correctly. I did file a complaint with the Better Business Bureau which had Carter Roofing rated as A+ (?!), but to date nothing has really been addressed. I want to warn other potential customers to avoid using Carter Roofing for any roofing, or other home improvement services.

I called 6 different roofing companies on Angies list and this was the only company that respond and kept their word and come out and do the work.

I hired them to replace my roof and siding from a hail storm. I had them out for an estimate and we agreed upon replacing the roof, siding, and awning on my front window and also hand rails around my front and back porch. We agreed upon a price $22,300 and I was to pay $7,000 down. I hired them in July of 08 and they have completed the siding and the roofing but they refuse to put up the handle rails. During the work they would come and go, they would stick around for an hour and get nothing done. They had about 5 workers that could not speak English so I could not communicate with them. I was told this would take around 5 days to be completed it is now October and they have not completed the job. They also messed up my flower garden and left debris in my yard. I would not recommend to them to others at all!

Carter paid my insurance deductible. Insurance was only paying to replace the aluminum siding on the north and west side of my home, clean and paint the rest, and replace "some" aluminum awnings. Carter installed vinyl siding on the entire house, and all of the items listed above in "services performed". Wayne Carter also convinced the insurance appraiser that all of the awning were damaged; they were then approved. Again, the work was done by technicians which spoke English and behaved in a professional manner. They worked so hard and late one day I honestly had to tell them to go home at 9:30 PM (for fear of disturbing my neighbors.) Shaun Palko, who supervised this job "looked at the whole picture." He repainted the foundation to match the darker color of the new roof and shutters, repainted my side door banister (with new brackets), and then did extra trim work on the garage. (None of this was part of the insurance claim.) The insurance company actually shorted Carter by $5,000.00 due to depreciation, so it wasn't as though a lot of money was left to "play with", so to speak. The quality of materials is top notch, as is the workmanship. Clean up was excellent. For some reason, they would NOT put up an advertising sign on my yard during the repairs, even after I kept asking them to put one up. One month AFTER the repairs were completed, Wayne personally came over and put one in my yard. This was my first insurance claim of any type..ever. Many other folks advised me that the insurance company would give me the least, the repair contractor would be looking out for himself and to cut corners. Additionally, to beware and expect problems from the contractor. Carter did the exact opposite. In fact, it was the finest service experience of any kind I've ever encountered in my 52 years.

Owner, Wayne Carter was to meet my insurance appraiser, but arrived 2 hours early to pre-evaluate and prepare for the insurance appraisal, appearing professional and cleanly dressed. Wayne looked at the "entire picture", all areas of both structures. The insurance appraiser was well over an hour late, but he waited patiently. The appraiser seemed to realize that Wayne was experienced and honest, so they respected each other. The appraiser tried to "cut corners", but Wayne used the common sense approach, and convinced the appraiser to approve what was actual damage, and not to short change the appraisal. Once the insurance check arrived, a slight delay did occur due to a lack of communication on Wayne's part (I had to call him, with him telling me he'd call me back in five minutes, he never did, but rather one of his agents called me a week later). FYI: This was the only minor negative experience that I experienced with Carter, a simple, but vital lack of communication. The new roofing material was delivered (he upgraded me to 30 year quality/warranty shingles at no extra cost) promptly. Work started 1 working day latter, and was completed in the same day. All workers were professional, experienced, (spoke English!) and all got along well with one another. Clean up was excellent. in fact, it was cleaner when they left then what it was when they arrived! The entire experience with Carter Roofing was the exact opposite of what I was expecting after talking/reading about other's experiences with Carter's competition. They actually exceeded my expectations, a very rare thing in the service business of any type today; reminded me of the 1960's!