2. TRICH Roofing & Services, LLC
- 17 years in business
- 46 hires on Thumbtack
- Serves Dayton, OH
"Tim (owner) came out and gave us quotes on 2 separate occasions about a year apart for a roof replacement and for gutters/gutter guards/soffit/fascia replacement.
Tim agreed to come out and give us a quote. I stated that someone would be at the house. My wife met Tim, who stated, “Oh, your husband isn’t here? How am I supposed to give you a quote and discuss the job when he’s not here?” The quote was not accepted (more on this later).
Tim sent me a request on Thumbtack to come out and give me a quote. I did not remember that he had been out previously to give us a quote on the roof. Upon arriving to our house, the first thing that he said was that he had been to our house before and if he had known, he wouldn’t have had to come out to measure for gutters. He stated this fact a few times throughout the conversation, which I responded with an apology each time as I truly did feel bad that he had to drive out to our house since he wouldn’t have had to if he had known he had been here before.
Tim also stated that I had never responded to his quote from the roofing job. I apologized for this as well and stated that I did not remember receiving a quote. I acknowledged and apologized for not getting back to him as the quote must have been buried in my email.
We discussed the job, and I stated that we wanted to change the color of the soffit and fascia to white. Tim asked immediately if we were sure that we wanted that color as it wouldn’t look good on the house. I stated that yes, we had decided on white because we were eventually going to replace the siding on the house. Tim then said, “Are you sure? It’s going to stick out like a sore thumb if you do white.” I stated again, that yes, white is the color we wanted.
After talking about the job for a few more minutes, Tim asked that if he gave me a ballpark offer would we be willing to shake on it and agree to have him do the job, then he could come back with a more detailed quote. I informed him that I was looking at other contractors for the job and would be getting quotes from them for the next few weeks. I asked him to send me a quote and I’d get back to him in the next few weeks and let him know if we’d be accepting his offer or not. He then stated, “Well I would hope you’d give me the business since I’ve been out here twice already.” I gave him my contact information and he left.
Please keep in mind that for the entire interaction, Tim’s attitude was not pleasant and it really felt like he was trying to guilt me by bringing up the fact that he had been to my house twice and tried to make me feel bad.
Later that evening, he messaged me asking for my last name and email address which I had previously provided. He messaged me again the next day telling me he had emailed me the quote and asked if I had received it. I had not. I verified the email address with him, again, and he said that he had the email wrong and had resent the quote. I reviewed the quote and noticed it did not have the gutter guards that we had previously discussed on the quote, so I messaged Tim and asked for a revised quote. The quote came in at about $1,200 above competing quotes from other businesses. That was about 2 weeks ago. Today, I received a call and voicemail from Tim asking if I had any thoughts on the quote and if we could move forward with the job. As I was still evaluating contractors and getting quotes from additional businesses, I had not had the chance to discuss with Tim as I did not have all the quotes in to compare prices, so that’s why I had not contacted him. I also had stated when we first met that it would be a few weeks before I would have an answer.
Since I was at work, I texted Tim back the following message (I have also attached a screenshot for proof)
Me: Hey Tim, this is Trevor. Sorry I missed your call I am at work currently. Also apologize for not getting back to you but I’ve had contractors giving me quotes up til this week. Unfortunately, we have decided to go with someone else as they were $1200 below your quote. Thank you for your time.
Tim: Lol. I see Please don’t call me again for quotes. Good luck to you!
I then wrote out a reply and sent it, but upon sending the text I realized that Tim had blocked my phone number as the text did not go through. Due to this, I have decided to put my response to the business owner in this review.
My response to the business owner:
“And that kind of attitude is part of why you didn’t get my business. Just because you didn't get my business doesn't give you a right to be rude. Maybe price your quotes competitively and not be rude and have an attitude when you come out to give quotes (comment multiple times about how you've already been out to give a quote and try and make me feel bad, comment on how bad of a color choice we were making, comment on how we should give you your business since you've been out twice, etc).
Also, maybe remember next time and don't submit a bid on Thumbtack if you don't want to come give me a quote. Also, here are a couple more "pro tips" for you since you don't seem to know how to relate with customers and get their business:
1. Don't bug people for an answer on a quote when they clearly state they'll get back to you in a few weeks due to the fact they are having multiple people look at a job
2. Get information right the first time, it shows attention to detail. Don't misspell customer names (name was misspelled on quote), forget to put information on a quote, forget the email address, etc. Maybe if you kept accurate records, you would’ve remembered that you’d been out to give a quote. It’s not the customers responsibility to remember the multiple contractors that have given quotes.
3. Be respectful to your customers. Don't make comments saying things like "oh your husband isn't here? How am I supposed to give you a quote when he's not here to discuss the job" (referring to your comments made to my wife when you gave us the quote for our roof.)
4. Don't intentionally try and make people feel bad and act entitled to business because you had to go out of your way for a customer (see reference to comments on the trip you made above)
5. Don’t comment on customer choices in a negative way unless they ask you for advice on the subject
6. Know your market. If you want to be competitive, then give quotes that are such. Giving a $1k+ offer above other quotes usually signifies to a customer that there’s no use in negotiating if you’re coming in that high.
7. Constantly work to improve your relationship with customers after the fact. I did some research a few weeks ago on BBB and saw the one ongoing issue you have with a customer and you’re fighting pretty hard against what the customer is saying instead of taking full responsibility for a job that you were contracted to do. Owning up to something, even if it's not your fault, would look so much better to prospective customers.
Just some thoughts that come to mind, but what do I know. Good luck with your business, you’ll need it.”
I can not speak to Tim’s workmanship, and I will not attempt to, there are other reviews for that. I personally did not have a pleasant experience with him and I wanted to put all of the details out there. I would highly recommend looking elsewhere for someone who is professional and deals with customers the right way."