Forest,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear that this project was frustrating for you, as our goal is always to make the process as smooth and transparent as possible. With that being said, we would like to respectfully clarify a few points in your review to ensure the details of this project are accurately reflected.
Regarding delivery:
This job site required specialized access, which created logistical challenges beyond a standard delivery. Despite this, our team coordinated multiple delivery attempts with carriers at no additional cost to you. The delays were related to site accessibility and carrier logistics, not a misrepresentation of our delivery capabilities, and we worked directly with the freight providers until delivery was successfully completed.
Regarding missing parts and hardware:
When concerns were raised, we requested a complete inventory review so that any missing items could be addressed together in one agreed-upon solution, either via replacement parts or refund. Initially, replacement parts were requested and confirmed. On 10/13/2025, we reconfirmed the items needed and were advised that only brackets were required, which were promptly shipped based on that information. Additional parts were requested later after you shared that they had already been purchased locally. As reimbursements or reshipments require mutual agreement in advance—and the items had already been sourced independently—no reimbursement was issued in accordance with our established policy.
Regarding instructions and diagrams:
Our installation manuals and engineered diagrams are used successfully across many completed projects. Proper sequencing and review of the full manual prior to installation are critical, and we strongly encourage customers and installers to reach out during the build process if questions arise. Doing so allows us to address concerns before rework is required, and our support team is always available for that purpose.
Regarding communication:
We regret if our communication did not meet your expectations. At no point was support intentionally withheld. All decisions were made based on documented communication, confirmed requests, and established policies, with the intent of providing fair and consistent support.
We understand that construction projects can be stressful, and we take all feedback very seriously. While we respectfully disagree with several characterizations in your review, we stand by the quality of our products, the professionalism of our team, and the integrity with which we conduct business. We appreciate the opportunity to clarify these points and wish you the best with your completed installation.
— The Shield Roof Solutions Team