M&M Home Remodeling Services

Terrible Customer Service!!!
After an unsuccessfully attempt to get my usual small company family owned roofer to make repairs to my leaky roof I decided to call M&M. Boy do I regret it! The salesperson Jim Kresach came out on the 30^th and did 2 estimates, including an estimate on my leaky roof. On the 5^th, approximately 1 week of not hearing anything about the estimate or what the issue was I called Jim K. He apologized and stated that he would send me the proposal via USPS. This had me perplexed as I am thinking, what business uses the USPS in 2015 for such a thing??? I waited 1 more week… I never received the proposal. So I called the office and explained the situation. Suddenly, within 30 minutes I had the proposal via email!!! BTW, at this point we are 2 weeks out from the original estimate visit for a ACTIVELY leaky roof!!! After 2 days of review on my part, I contacted Jim K. to ask him how to proceed. He stated, that once the office received the payment and signed proposal, it would take them 7 – 10 day to begin the job. In addition, he once again he suggested only the use the USPS to send in the payment and signed proposal. At this point, I was completely perplexed, so I called the office to confirm that this was in fact the ONLY way to get this repair going. While on the phone, I was provided with several other methods of delivery, including providing a credit card over the phone and mailing the proposal, which I did. By this time it was Friday afternoon and I figured if I took the signed proposal to the local post office, they would get it either on Saturday or Monday. So I call on Tuesday to set up the appointment and I am told I have to wait until the next day for scheduling person to get back to me as she needed to pull my file — WTH??? At this point, I am trying to figure out why such a popular large local company conducts business in such an antiquated manner??? My leaky roof and I are beyond frustrated as it is the 26^th — 4 days shy of 1 month from the original leaky roof estimate visit!!! After explaining this to the person who answered the phone, she tells me someone will get right back to me.
About 90 minutes later I receive a call from Jim K. who is absolutely blasting me for telling the office untruths. He didn’t actually use the word «liar» but he may have well had. He told me it hadn’t been a month and I should not have told them that. He won’t let me get a word in edgewise. At this time I was out in public having breakfast and couldn’t respond the way I would have liked. The person I was eating with could hear Jim K. yelling at me on my phone from across the table and is looking at me with concern! I have NEVER EVER experienced such a lack of professionalism with a person that I am paying for a service to in my entire life!!! It was so bad, I eventually told him never mind, forget the whole thing, until I realized my roof is STILL leaking!!! He eventually calmed down and let me speak. After explaining to him my stance, he apologized. I later called the office and explained the latest conversation with Jim K., along with my detailed timeline and demanded a new sales representative. The woman apologized and stated that Jim K.‘s supervisor whose name is also Jim would be calling me back ASAP. Instead, I received a call from a gentleman (name begins with a «C») who quickly told me they were awaiting the work permit. Although my roof was repaired the very next day, I am still awaiting the return of my customer service call, its been a week.
I had another job proposal from M&M but I would never ever use them again. If I utilize a business and I have a problem, I need to know and feel comfortable in knowing that I have some recourse. When paying your good earned money, people should not be allowed to «have their way with you.» I would never use M&M again and I certainly would not feel comfortable with someone like Jim K. and his temper in my home!!!
Good Luck!
Reply to M&M reply below…
You would be incorrect regarding the offering of the use of anything other than the USPS. Infact this was a great portion of my delay and my complaints against your company. My M&M representative, Jim K. NEVER EVER offered to conduct business using any other manner!!! He ONLY offered the use of the USPS on TWO DIFFERENT OCCASIONS. On Friday, 10/​16, I took it upon myself to contact your office in attempts to confirm that this was in fact true as it seems to be quite an antiquated procedure in the times of email and fax etc. It was only then that I was provided with other options for the delivery of my payment and signed proposal to which I employed. The anticipation of sending and receiving documentation by using the USPS caused an unnecessary prolongation of my roof repairs. So far, the roof repairs are good, however as stated above, customer service, not so much.

(update Nov. 28, 2015) After receiving their reply, i called them once from Vienna, Austria and twice from Chicago until i talked to their VP and specifically asked him what his comment re. «passing on some customers» meant… he said his comment was just a general comment and not specifically related to me. He said he would revise his reply… but has not yet. Anyways we got our roof done by another company and are happy with the results.
Still think this company’s approach is crapshoot.
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Their crapshoot approach seems to be to quote a large number and if one is idiot enough to accept (or their insurance is covering it), it sticks, else they move on.
I contacted them based on recommendation from a friend (and against suggestion from another friend who was apprehensive about using them in the past).
My contacts were initial phone call for the appointment, a short visit by them, proposal from them, my call to them, and a couple of email exchanges.
We had Mike, a representative from their company visit us for roughly 15 minutes. Based on that cursory visit (he did not have a flash of his own), came with a proposal to remove our rooftop deck and repair around 200 to 300 sq ft of the roof for $ 13,400.
The proposal they sent me was vague and not professional — missing specific tasks, material quality (e.x. what kind of plywood), and warranty.
I called them and asked for breakdown. They said removing my deck and disposing of all the wood to dumpster, etc, would cost $ 8,000. I understood why they had not separated out this item. It was crazy high.
They said repair of the roof was going to be around $ 5,000, and replacing the whole roof around 10 to 11K.
They said they did not want to «instill fear» in me but whoever does the job should have insurance, etc. I assured them I would never work with someone without insurance.
I had a handyman undo the deck for less than $ 500 (six hours).
I had a very good company bring 4 people,(all insured) moving all the deck from outside our home (roof direct to ground using ladders) professionally, cleaned the roof, swept the yard, etc. Took less than 3 hours and paid them $ 1,500. So high in fact because they did it for me as a favor on Sunday, holidays, etc.
So for less than $ 2,000 and (3×4) + 6 = 18 hours of labor (plus a few hours i assume for cleaning their dumpster the job was done professionally, nicely, with fun.
Versus $ 8,000.
That should have been a good warning to me about the way they do business.
I never shy away from good work because of price. So i gave them the benefit of doubt.
After that, i sent them an email with a request for proposal for replacing the whole roof and that i wanted quality material (insulation, plywood, etc. specified), warranty needed to be spelled out, etc. Mike wrote and said he would submit a proposal.
Then he wrote and asked me if i wanted insulation and if so, what size. I wrote 4.5 inches and that he knew better. (bear in mind until a week ago i had no idea what went in doing a roof)
He wrote back and said they would not make a bid, thanking me. No explanation.
It is astounding that they asked me if i wanted insulation. What kind of serious roofer would even wonder if insulation is needed for a problem roof?
If you are working with them (or anyone else for that matter), you need to make sure everything is spelled out, e.g. quality plywood not the cheap ones, warranty. In person he had told me about the warranty but somehow conspicuously missing from the proposal.

Called M&M for a repair estimate on a roof leak. Salesman was out in a few days and looked at the roof problem. We had an estimated repair date and Jeff the roofman called within a week to come and fix the leak. I had forgotten to mention another project with Nathan the salesman and asked Jeff if he had time to fix this. He needed and ok from his boss. I called Nathan and he immediately was on it for an ok. We had spare shingles for the repair and the antenna was taken down and roof repaired.
Everything went smooth and the job was done very well. M & M are pricey but the old saying” you get what you pay for” is quite true. Never take second best! Thanks M& M for a job well done and the people that took care of this.

You can call them out yet good luck getting your estimate!

These guys come in with a big crew and knock out roofs quickly at a reasonable price. In terms of quality however look somewhere else. I forwarded them pictures of roof defects the day after installation– which they responded to quickly– nails sticking out– shingles not fastened– areas not caulked. When the gutter guy came out to better secure the fascia flashing he hit it with a hammer all along the fascia making 100’s of dents. It is obvious he was not happy to be called back. Its been a few years now and the plywood they replaced is sagging a little. I have three mushroom vents on one side. Two at one level– one at another. They send people to look at my home for the look of the shingles since we picked a slate looking high end shingle. From the street it looks great. I suggest they go to Byrn Johnson or Jerrys Roofing for better quality work. You get what you pay for may sum it up. Maybe too big for attention to detail/​quality.

M & M Roofing is the best! The crews were professional and fast and cleaned up after themselves. Dave was very friendly and straight forward.

We had a great experience dealing with M&M roofing. Our roof looks great and we are pleased with the quality of the work they completed for us. They gave us a fair price and were very professional. Fingers crossed that we don’t encounter any leakage down the road as the other posting mentioned!