Gem State Roofing
Remington, Garden City, ID

Gem State Roofing Reviews

3.6 stars based on 19 reviews

Featured Comments:

• J

  Jen Weseman

  1.0

  Due to the rain we had this spring we discovered that we had a leak in our rooftop balcony. We hired Gem State to repair the old membrane and install a newer tougher material over the top. We had major issues with the company and were extremely disappointed in their professionalism. Reason 1: Poor Time Management The original bid quoted the project to be completed in three days. The actual time it took to complete our project was closer to three months. First there was a delay in ordering a part, then there was a delay because the crew moved on to a new project, then there was a delay because the owner was out of time, and in general their communication was terrible. Reason 2: Terrible Communication The office manager failed to communicate with us constantly, we would wake up thinking the roof crew was coming to the house and when they never showed up it was up to us to call and find out why. We had to call to see when the part would arrive, we had to call multiple times to get the crew back out to finish the job, we had to call because the work was unsatisfactory (multiple times). It was on us every time to call, she never reached out to provide us with information. She failed at the most basic level of her job, customer service. We got the excuse that it was COVID's fault that they were behind; however that becomes a little tough to believe when it took 3 months to complete the project and COVID doesn't actually someone's ability to communicate or have good customer service Reason 3: Poor work quality We went with Gem State Roofing because they had experience in the type of roof we need and promised on the bid that they would fix it so there would be no standing water on our balcony. Well, this never actually happened because we still in fact have standing water on our balcony. We were told that if we wanted them to fix it (and therefore actually complete their contractual promise) we would have to pay them more money on top of the large amount of money we already paid them. We now have to live with an ugly stain from standing water on our new expensive balcony because they actually did not do their job. Reason 4: Destruction of Property During the repair process one of the workers had to cut into the door leading on to the deck and ended up doing a pretty bad number on the door frame. I had someone not associated with the company come out and take a look and he basically said they used the wrong tool and did unnecessary damage to the frame. We complained and they sent someone out to repair the door frame, which caused further delay and irritation to the project. Reason 4: Terrible customer service Throughout the entire process the customer service from the main office was terrible, there was a lack of communication, lack of care at our inconvenience, and while we made our concerns and irritations known the main office failed to do anything about it. In the end we received an acknowledgment and a weak apology for what we went through but still ended up paying full price for our balcony to not be entirely fixed with multiple contractual promises broken. The project was started in July. We finally called the project quits at the end of September we paid our final half of the project on September 24th after multiple attempts of trying to get the drainage fixed until they told us they would have to charge us more in order to get it to drink completely or we would have to live with the standing water In summary, you would get better customer service and value from another company. I would not recommend this company to anyone, for any reason.

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  Response from the owner

  Again I (Kerrie) would like to apologize for any lack of communication. I (Kerrie) do take full reasonability and I do feel extremely bad and concerned that it happened. On June 2,2020 Gem State Roofing gave Jennifer a estimate to install Deck rite over existing TPO membrane roof. Bid was accepted on 06-18-2020. Material was received on 7/17 and I contacted Jennifer on 07-18-2020 by email that we would be there tentatively 07-20-2020 to start Project. On 07-20-2020 we showed up to start job and the crew had to dismantle the planter to get under railing. After dismantle the crew cleaned up and came back to shop. I emailed Jennifer letting her know what was going on with the dismantle and that the crew would be back 07-21-2020 to install membrane. The supplier in town did not have enough PVC pitch pans for the railings and I did everything to source them locally from every supplier. Also the drip edge we ordered with the membrane was no deep enough, so we had custom pvc drip metal bent up to accommodate the design structure. The patio roof structure previously had a TPO membrane on roof deck and it was leaking is why they called us. The product they had on the deck was not walkable product made for patio roofs. The patio deck had rather sizable ponding areas that were holding water. Our estimate stated we would build up low areas to get proper drainage. Gem State Roofing built up areas to extent of what we could with the existing design structure already in place. We went to multiple areas of standing water to one very small gathering of water that evaporates when warm. Due to door height from roof deck we could not build up slope anymore without causing ponding water in other areas. Gem State Roofing crew did cut out threshold at door to terminate roof deck material, because there was no other way to terminate against wall, I (Kerrie) did get someone out there to address and fix threshold properly at our expense. Gem State can only elevate ponding water for proper drainage within the perimeters of already established structure.

• T

  Tracy Otteson-Larrea

  5.0

  Wonderful people! Best Roofing and Asphalt construction in the Treasure Valley.

• M

  Mj

  1.0

  I removed this review because the owner went off on my friend . How low can you get. Maybe you should reevaluate the kind of service you give and how you treat people ...

More reviews (7)