This profile has been claimed by the business owner or representative.
Pond Roofing Company, Inc
- Roofing
- Fairfax, VA
About this business
Location details
2985 Prosperity Ave, Fairfax, VA, 22031, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:00 a.m. to 4:00 p.m. | |
| Tue | 8:00 a.m. to 4:00 p.m. | |
| Wed | 8:00 a.m. to 4:00 p.m. | |
| Thu | 8:00 a.m. to 4:00 p.m. | |
| Fri | 8:00 a.m. to 4:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
On August 8th, I set an appointment with Pond for August 29th. That was a long time to wait but I thought it was worth it based on the stellar reviews. I received a detailed quote for the repairs as well as a quote for a total replacement (which is not needed). I had concerns that the quote didn’t address my actual issue so I sought clarification. The quote went into detail about repairs to the garage roof around my chimney but the leak stains were on the ceiling under the main (which is several feet higher). Despite multipl... read more
Business response:
I’m sorry you were not satisfied with the diagnosis and scope from our estimator. He did reply in that time period via email but it seems you were still not satisfied with his answer. Unfortunately, we sometimes reach that point when it comes to repairs. Our estimators do their best to diagnose a problem and write a scope that we feel will fix a problem in a way that we can stand behind. I’m sorry if our process cost you time and frustration. Hopefully you were able to find a contractor to resolve the issue to your satisfact... read more
Contacted Pond Roofing via messaging here on April 7th requesting an estimate and they respond April 8th or 9th saying they can come May 7th. I told them it is way too far and ended it there. However, I called a week later via phone and left a voice mail to see if they can come anytime since I figured I'm no rush to replace the roof, but they did not respond at all. Maybe they're busy which I understand, but at least return NEW customers call as a basic courtesy of business communications.
Business response:
We apologize for not getting back to you. After the catastrophic wind event of March 2 we have been inundated with calls and have made every effort to respond to each call and email. In the 4-5 weeks following the event it was not physically possible to return every call or message. However, we did respond to your initial request and, by the time frame during which you say you left a voice message, we were back in a position to be able to reply to everyone. Your initial contact through Angie's List messaging was actually mad... read more
I got a referral to this company by someone I know. There was damage to my home after a bad wind storm. The phone number for this company said that an online service request needed to be filled out. I filled it out, waited a couple weeks, then filled it out again, and waited another week. Nobody got in contact with me. I don't care if they're busy - they could at least give a call.
Business response:
We apologize for not getting back to you. Under normal circumstances, we do get back to everyone that contacts us, even the ones looking for services we do not perform. You mentioned the wind storm. Our office is used to handling about 25-30 requests for estimates per day through calls and emails and forms. The storm took us, overnight, to trying to respond to over 250 per day. There was no way to keep up and we spoke with many of our peers that were in the same boat. We tried to take steps to let folks know up front how dir... read more
I disliked him right away. He was cocky and already had a estimate written out. He said this is what others in this complex have done and it was like $4,000 more.
Business response:
I apologize if our estimator somehow offended you. That estimator has been with us for over ten years and this is the first time I've ever heard someone call him cocky. He actually has many fans in your neighborhood and here on Angie's List. I will speak with him to make sure he is not sending the wrong message to customers. We have done a lot of work in your specific community over the years, including small repairs, full roof replacements, siding repairs and re-roofing the community gazebo at a discounted rate. There are t... read more
Not great. Someone came out promptly, and was very nice, but diagnosed the problem without a ladder. I told him every neighbor's gutter was fine, I go outside in storms to watch my neighbors' houses, but someone else a few years ago told me all my drip pans were wrong. He said he didn't know what a drip pan was, and told me all my gutters needed to be replaced with larger gutters. I called someone else, they came out the same day, actually went up on the roof and said all the drip edges were installed incorrectly, and showed... read more
Business response:
We apologize for the inconvenience this experience has caused. Our estimator was not aware that the property was a 3 story town home so he arrived without a 40ft ladder to access the roof. He has been a roofing estimator for almost 40 years and did his best to diagnose the problem with the information he had before him. It is not an exact science. I wish he had just said "I have no idea because I can't get up there today." We could have returned later with a ladder assist. Instead he tried to figure it out based on what he w... read more
Business response:
I spoke with this member today after I checked our files and confirmed that we had mailed a hard copy and emailed a pdf of their estimate back on 6/9/15. I explained to the member that we had just seen this review and were trying to get to the bottom of it. Their first response was, "That wasn't you. That was a different company. We received your estimates but chose someone else." We had a friendly conversation and agreed that there was some sort of mix up in the Angie's List system. They said they would try to remedy the si... read more
Made appointment to remove gutter helmets from our gutters. Appointment given for a Saturday morning and was promised a price estimate before arrival of service crew. No proposal was ever sent. On Saturday morning a single estimator rather than a service crew arrived to walk around the house with a clipboard wasting our time looking for what the company could do for its $450 minimum fee. No mention was ever made of such a minimum when I made the appointment, nor that an estimator would show up rather than a service crew. Est... read more
Business response:
I apologize for any inconvenience this customer may have endured. It seems there was much confusion regarding his experience with us. As can be seen from our other reviews, this is not typically how things go for homeowners that use our services. Our estimator's efforts to salvage this customer's experience seemed to only cause more confusion. This is certainly not how our system is supposed to work. My goal here is to help clarify questions that other members may have regarding how our services work. 1. We do not do estimat... read more
Poorly, Talked to the person and they only do estimates from 8am to 2pm and will not accommodate any deviation. <br />
Business response:
I regret that you are unhappy with how your scheduling was handled. We do try to accommodate people as much as possible. I will look into what happened in your particular case. As a general rule, our estimators start appointments at 8:30am, 10:30am, 12:30pm and 2:30pm, Monday through Friday. Depending on the day and location, we can sometimes start an estimate appointment a little later. An appointment can take anywhere from 30 minutes to 2 hours, depending on how many products are being estimated and how many questions a cu... read more
I ended up did not use their service because the quote they gave me was twice of its competitors!
Business response:
We are grateful for this feedback. It is necessary to get feedback regarding pricing in order for us to stay current with the market in our area for most types of projects. We regret that the member is this unhappy with our pricing. We have done many identical projects in the neighborhood where the member lives. They are complicated buildings with difficult access and poor design. We have highly skilled roof mechanics that have been working at Pond for many years and get paid well for their craftsmanship. The type of install... read more
Frequently asked questions about Pond Roofing Company, Inc
How is Pond Roofing Company, Inc rated?
Pond Roofing Company, Inc has a 4.9 star rating with 1,621 reviews.
When is Pond Roofing Company, Inc open?
Pond Roofing Company, Inc is closed now. It will open at 8:00 a.m.