Pros: Quality of final product Cons: Communication (internal to company and external with customer) and logistics Bottom line: The quality of the final product is good, but the process to get there was not one I would like to repeat. Bone Dry continues to receive high Angie?s list ratings, so it is possible our bad experience is an isolated one, although that is hard to imagine given the many instances of poor communication on just one job. Details: Our roof is a combination of shingled gable roof and rubber membrane flat roof with about equal areas of each. The flat roof slopes toward the center-line of the house, which complicates water drainage. Bone Dry offered the best approaches to problem areas, were the lowest of 3 quotes, had a high Angie?s list rating, and one of our neighbors recommended them. The salesman represented the company well and was knowledgeable of product options. In the weeks after providing the quote, he followed up to see if we had any questions. The other 2 vendors had to visit the house twice with different estimators because the first estimator they sent was not experienced with flat roof quotations (even though they had been told about the flat roof). Soon after signing the contract, we were contacted by the production manager to schedule the work. They had an opening for work to start within 48 hours, on Friday June 27. Despite some concern because the salesman had said they would drop supplies the night before, the production manager assured me they would be able to bring the supplies the morning the job started and, more importantly, that all of the roof work would be completed Friday. The gutter and trim work would be done the following week. In hindsight, I should not have let them start on a Friday and they should not have tried to shoe horn it in given the complexity of the roof. At first, the work seemed to go well. The crew leaders for the shingle roof and flat roof (separate crew leaders) both contacted me to go over the work and the shingle roof tear off and reshingle seemed to be on schedule. Apparently there were some material shortage issues on the flat roof ? not enough rubber membrane material and adhesive ? that caused several delays. As the day progressed, it became clear that the flat roof would not be finished by nightfall and a blue tarp went up over the chimney. Fortunately, a thunderstorm missed us that night. We were told by one of the crew leaders that the production manager would be at our house Saturday morning to check on the job and that a crew would finish the flat roof Saturday. This is where communication seemed to break down. The production manager did not show up and only 3 workers arrived. The flat roof was not finished Saturday. A thunderstorm Saturday night led to water running down the wall of our carport closet and then water leaked into our basement (unfinished, so no damage). Not knowing what work had been completed on the roof, I did not know where else water was leaking. After several calls that night, it became clear that the production manager was not aware that he was supposed to be on the job site Saturday. He came out Sunday morning to try to fix the leak. Fortunately, he discovered that the water leak was at the connection between the flat roof drain and our downspout ? just inside the carport closet, so water was not getting into the walls of the home etc. as I had feared, just running into our carport and some into our basement. (Unfortunately, that downspout connection leak took several attempts over several weeks to fix ? finally resolved on July 21.) The crew was back out on the next Monday and finished the flat roof. And other crews installed new gutters, gutter cover, and did wood replacement. The gable trim on one end was covered in aluminum siding, but not the other end as was supposed to be done too. After the first day, all communication was initiated by me. No one called to say, ?we are going to be at your house on date XX to do YY? or ?we were at your house today and finished YY? or ?we are done with your house, please call to schedule your final walkaround?. As a result, we did not know if they knew they had work remaining or not. This happened more than once. Additional questions How much did the final cost compare to the original estimate? Slightly higher due to wood repair How does the value of the work compare to the price? If there had been no hassles, this would have been a reasonable value. Considering the amount of time I had to commit to resolving issues, I?d have to say the value was less than the price paid. How far in advance did you schedule the work? 1-2 days after approving quote Did you find the company through Angie's List? First learned of them when a neighbor hired them and liked their work Why did you choose this contractor? Based on Angie?s list rating, neighbor experience, reasonable quote (both price and approach), experience with salesperson Have you used this company before? no What did you like most about this contractor? Upfront representation and quality of finished product What did you like least about this contractor? Lack of communication as job progressed and they did not finish roof in the time they first claimed What surprises came up during the course of the work? Too many to list. Material shortages on job site for flat roof caused them to not finish roof in the one day they said, did not finish on second day either due to poor internal communication, leak in roof drain connection to downspout took weeks to resolve and resolution was originally considered a ?courtesy? to customer, customer was sent invoices even though the job had not been finished (another internal communication problem). What words of advice would you give other members considering this contractor? If straightforward job, they should be fine, but be careful if the job involves communication between different parts of company. What words of advice would you give this contractor? Fix internal communication problems and improve communication with customer after the quote has been signed. The customer should not get an invoice until someone actually confirms with the customer that work has been completed. Workers should not complain or put down other parts of the company to the customer (installers vs. sales) or say ?I don?t have that contract? when asked about another part of the job ? the customer does not care that their ?Bone Dry? job involves several divisions of the company and neither should the company reps on-site. You represent ?Bone Dry?. If a question involves another division, refer the customer to the right person or call in that person. One advantage of hiring a larger company is they can provide many services. The disadvantage is that this requires solid logistics and communication, and Bone Dry did not perform well in these areas on this job.