Mike Silvers, CPRC, Silvers Systems Inc. and FRSA Director of Technical Services
Understanding homeowner concerns is important to roofing contractors and the industry. Prepare yourself and your team to respond to consumer questions that sometimes arise when trying to find and hire a roofing professional.
Quality roofing professionals are not sitting around waiting for a storm to strike. We have been in an expanding roofing market since after the recession. New construction and roof replacements that were postponed during the economic downturn are now moving forward at a pace that is trying to compensate for those delays. The same recession decimated our workforce. Many well-seasoned tradespersons and contractors left the profession and will not be coming back. Our industry is scrambling to rebuild that workforce. We are trying to attract new workers to a trade that is too often demeaned as offering nothing but hard work. Contrary to popular belief, installing roof systems that can
withstand Florida's tropical climate and comply with the very demanding requirements of the Florida Building Code (FBC) requires a high degree of training, knowledge and experience.
Assessing each roofing situation, preparing a sound estimate and planning a successful project is very complex. Many, if not most, roofing companies are relatively small businesses. Often the owner (contractor) is not only responsible
for getting and planning the job, but also for supervision and may also participate in the roof installation itself. When a storm hits, the demand for their services may be multiplied tenfold or more. Once a certain amount of work is procured, most contractors have to concentrate on getting that work done. This can make it seem like no one wants to help the building owner who is desperate to protect their property by getting their roof fixed. Too often in conversations with people who have already been traumatized by a hurricane, he or she expresses feelings of being traumatized again by the burden of dealing with the aftermath. As an industry, we have to make every effort to understand people's concerns and frustrations and do our very best to respond professionally. If you can't help them, apologize and try to offer some advice on how they might proceed. Consider forwarding this article. For the sake of all of us in the industry, please try to at least return their call.
One step a building owner can take is to establish a relationship with a local professional. Consider entering into an annual maintenance contract with a reputable contractor during the fall or winter when roofing maintenance departments in Florida are not as busy responding to water intrusion from summer thunderstorms. This will also allow the contractor to have on file all the pertinent information on your roof system. A good time to consider this option is when a new roof is being installed. If you don't want to make that commitment, try to maintain the information on who installed your existing roof. That is always a good place to start when needing roofing services. Like most other businesses, roofing contractors like repeat customers.
When looking for a contractor or reporting a problem to your chosen contractor, put some basic information together before calling:
■ name and contact information of the property owner or the owner's representative
■ property address
■ property type (i.e., residence, apartments, offices, retail, warehouse or industrial)
■ roof type and age (if known)
■ approximate size of building
■ description of the issue (with pictures for emailing or texting if available. Ground or interior shots may be sufficient).
Preparing this information for emailing or texting will help you reach out to as many contractors as possible in the shortest amount of time. It will also indicate you are ready to do business.
While selecting a contractor, if at all possible, look for one who is established in your area and who has a permanent place of business; they have a reputation to protect. If you are trying to decide which contractors to contact, consider accessing the FRSA website at www.floridaroof.com. Use the "Looking for a Roofing Professional" field and enter the city where the building is located for a list of member contractors in that area. FRSA members are committed to the
industry and are interested in staying up-to-date on technical developments and changes in requirements. They are also supporting FRSA's many efforts to recruit and train a competent roofing workforce.
Be very cautious of someone who knocks on your door and says they are working in the area and are offering a free roof through your insurance company. The Florida legislature recently enacted new laws dealing with assignment of benefits (AOBs). These reforms will help protect consumers but it is important to educate yourself. Talk to your insurer or seek legal counsel before entering into such an arrangement.
Conduct some research on your preferred companies as you get closer to making a decision. Who is the qualifier (license holder) for the company? You can get this information by accessing the Florida Department of Business and Professional Regulation (DBPR) website at www.myfloridalicense.com. You can search by company, individual name or by license number. Florida contractors are required to display their license number on all advertising and documents. If you can't see a clear connection with the company, ask why (avoid companies who are "renting" someone's license). How long has the qualifier held his or her license? You may also be able to see complaints that have been verified. Be cautious here, it takes a lot to have a complaint posted. Social media and other on line reviews, on the other hand, should be taken with a grain of salt, they are open to all kinds of agendas. The Better Business Bureau is also a
good resource for consumers.
If you only need a repair be prepared to pay the contractor their standard Time and Material (T&M) rates. After a storm very few contractors have time to provide estimates on repairs. It may be a good idea to preset a "not to exceed" price which will be applicable unless additional cost is approved by the owner. Getting a proper repair done in a timely manner may forgo the need to tarp your roof. Installing tarps can oftencause significant damage to previously undamaged areas of your roof.
If you need a roof replacement keep a few things in mind:
■ When reviewing a proposal or contract, look for detail. Does it include a detailed description or scope of the work to be performed? The only way to be sure what's going to be done is for it to be spelled out in detail, hopefully on a line item basis. If you have a concern or complaint later, you need to know what was specifically included. To "remove your old roof and install a new roof" shouldn't be sufficient.
■ Will subcontractors be used? If so, they must also have a Florida roofing license in addition to the prime contractor's license.
■ Never agree to pull an owner permit for the work. Make sure that acquiring a permit is included in the contractor's scope.
■ How will deck repairs, carpentry or other unseen conditions be addressed and how will they affect the price?
■ Request that the chosen contractor provide certificates of insurance for liability and workers' compensation coverage. If you have reason to doubt their authenticity, call the carrier.
■ Establish how the payments will be expected. Avoid making large deposits before work starts or materials are delivered. A small deposit may be needed to assure the contractor that holding your place in their schedule will be respected. Terms should include some portion of payment being made only once all work has been completed, final inspections have been completed and release of liens from material suppliers, any subcontractors and the contractor have been provided. Applicable warranties should also be provided.
It is very important to be as patient as possible. You may have to wait to get the right contractor. Express your interest in using your chosen contractor and ask if there is anything they can do to get you "in the dry" in the interim. Remember, all of the parties involved are probably under a lot of stress and a little understanding can go a long way toward insuring a successful project.
Michael J. Silvers, CPRC is FRSA's Director of Technical Services. Mike is an FRSA Past President, Life Member and Campanella Award Recipient and a Florida Licensed Certified Roofing Contractor, who brings over 40 years of industry
knowledge and experience to FRSA's team. Mike is available to FRSA members who have codes or technical questions and can be reached at 800-767-3772 ext. 169 or by email at silvers@floridaroof.com.
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