Lisa F T

After being refused Homeowner Insurance here on the Gulf by a major insurer because of roof age in Nov 2023, I contacted Restoration 1 who was participating in a Roofing Grant program to upgrade Coastal MS roofs to Hurricane standards. The rep, Eddie Valeros, was so kind, knowledgeable, and helpful and carefully explained the grant and roofing processes. He took my information and forwarded to the agency processing the grant applications that night. The application approval timeline was much longer than anticipated and I received approval the first week of Jan 2024 with potential construction later that month. Eddie kept a vigilant watch on the process and timeline, though I’m sure this was not part of his duty.! Once notified Restoration 1 received the my funding mid Jan, I was put in contact with Randy in the construction dept to choose an available color and get scheduled. I was concerned with timetable as I had a trip booked late Feb. Eddie was aware, made Randy aware also to make sure the materials ordered and work scheduled long before my leave. Both myself and Eddie contacted Randy over several weeks prior to my departure with no results. When reached, he was apathetic, unhelpful, and dismissive and did not return messages/texts left. One week before my departure, Randy texted for me to pick a sample as I was picking up friends NOLA airport. I looked through samples that evening, none of which were lighter shades I had requested from Randy for thermal value and aesthetic to my beach cottage home. I phoned Randy the next morning and finally received more sample color photos by 3pm. I chose 1 and notified him and was told they would order the materials that day and have in from Mobile AL on Mon 26th and construction would be on Wed 28th. I again reminded that I was leaving at 3am on March 1 and roof had to be done as torrential rain was forecast while I was gone. He assured me it was not an issue. Work began at 630am on 28th, with NO Permit pulled from the City. Bldg Inspector who came by and tried to halt work, but the site boss and I begged him to let the tear off continue to stay on schedule and he agreed. Randy was called and was going to procure before reconstruction began later in morning. The Crew was lovely, fast, and conscientious about the timeline, cleaning up as they went.They would have had it done that day but were short on some material and said it would be in that afternoon and they would return at daylight Thur morning to finish (they were very concerned about my trip!). Thurs morning came and…NOBODY! I waited until about 10am and called Randy (not available) and texted. Was told about noon that the material had to be sent over from Mobile AL and would be in later in afternoon and crew return. 3pm,4pm,5pm I’m panicking and finally involved Mr. Valeros (Eddie). He immediately made calls, text, emails to clarify the issue and get a timeline. Randy was unhelpful to him so he took it up to ladder until he could assure me that a crew was coming (by now it was 7pm and dark) to finish that evening. I was so upset, trying to pack, get my house sitter lined up, etc!! I was FREAKING OUT! At 730pm, a truck full of crew and lights pulled into my driveway and quickly installed the missing roof vent piece, shingled over it, apologized for not being able to come that morning as promised, and wished me a safe and wonderful trip. Not their fault at all -they had been pulled to another job by Randy, who could have allayed my concern and hysteria with a simple call or text update. Conclusion: The roof is lovely. The crew was lovely. Eddie Valeros is the most dedicated agent for a business with his compassion, friendly demeanor, and total commitment to customer service and satisfaction (even outside his normal duties and work hours) I have ever worked with!! Unfortunately, one dismissive, inattentive, unorganized employee like Randy can derail all that and kill customer satisfaction.