2 weeks ago
NOTE: The 5 stars is for Winston who inspected and repaired the roof in July 2025. The rest of the story does not earn as many stars. After a heavy rainstorm in April 2025, we had water coming in through the roof over our kitchen. HPH had replaced our entire roof in 2022 and they were aware of a problem area over our kitchen, replacing all the plywood and adding intake and ridge vents. In February 2024, as the ice from a winter storm was melting, we once again had water in the same area of the kitchen. We called HPH and in March, an inspector came out and said the vents had not been installed properly. They replaced much of the roof on the north side of the house over the kitchen. Fast forward to May 12, 2025. A heavy downpour was followed by water coming in through the same place, in the area of the ridge vents. We called HPH and left a message. No response. Over the course of the next week we called 6 times and left messages. Finally, finding another number from the roof installation days, we called it and got Ginger who told us that the number went to someone who was out on maternity leave and it had not been forwarded. She created a trouble ticket and Winston came out to inspect on June 2nd. He was prompt, courteous and thorough, finding no less than 6 things that had not been done properly on our roof installation, including using the wrong nails on the intake strip and flashing that wasn’t sealed. (This despite having had at least two inspections from other HPH people prior.) I requested that Winston be present for the repairs to make sure everything he found was repaired. We waited. Almost 3 weeks went by, during which time another downpour resulted in water in our kitchen again, while we were out of town. On June 21st, I called Ginger and got Chris, who informed me that Ginger was no longer with HPH. He said a crew would be sent out. As we were out of town, I requested June 30th, since I would be home by that date. The day came and went. At 4:30 I called Chris and said “I assume you are not coming.” He said he wanted to wait until the next day to make sure I had returned home. But he didn’t call to tell me that. The next day Chris and Winston came and started making the repairs themselves. I monitored and noted that Winston followed up on everything he had mentioned in his inspection. As it was hot, they wanted to finish the next week when they could start in the morning. On July 9th, Winston came out alone and completed the repairs. I was very happy with Winston’s efforts. He called to confirm, worked hard, communicated well and answered all my questions. He gets the 5 stars. HPH gets 2 stars. Their communication is severely lacking and getting this leak fixed (hopefully correctly this time) has taken almost two months. I’m not sure how to reconcile this. Winston was terrific but HPH’s performance in getting this project from start to finish was very disappointing. They need to do much better. I am assuming that, because all the problems Winston found were in the installation, I will not be charged for this repair. But they did insist on a credit card number for a $350 inspection fee if the problem turned out to be my fault. So we will see what happens next. Bottom line: HPH has some great people in the field, but when it comes to good customer service, they drop the ball.