Mastercraft Exteriors

Both were covered by insurance, so can't speak to pricing fairness. Work by laborers was great. But responsiveness of sales team and management is TERRIBLE. Be prepared to wait weeks beyond when they'll tell you they'll start. Also, the electricity was cut in parts of our house. Fine, accidents happen. Laborers didn't understand us (language barrier) to fix it. Again, OK someone else will come. It's been almost two weeks and no one has come. Also still waiting on pickup of excess materials in our driveway. They will be very prompt to respond until they get the job and your deposit. Then be prepared to hassle them to get a reply..and hopefully a real response. There have to be better firms.

I understand this provider is no longer serving customers in the St. Louis Area.

1) The roofing crew showed total disrespect for our property. They destroyed the chimney flashing. They failed to install any of the Owens Corning products according to published specs (shingles, ice and water barrier, underlayment, ridge vent). Owens states specifically that the warranty does not apply if their products are not installed correctly. All of those products had to be replaced, including half the shingles. They threw old shingles on top of uncovered porch railings and directly unto the driveway which was only partially covered by a tarp. We spent hours cleaning the railings and driveway. Instead of removing the gutter screens (screwed in), they tore the screen off the gutters. They bent gutter brackets in the process. They left exposed nails on some shingles and several shingles had major black marks. Some shingles around the chimney had the gravel completely worn down to the shingle--worse than the initial hail damage. The crew removed all of the previous ice water barrier from the front of the house, but just stopped one quarter of the way through the back of the house. 2) The crew on the work site was unsupervised by MasterCraft or their own subcontracting employer. None of them spoke English. We had been promised supervision and an English-speaking crew. I went on the roof near the end of the day, although I should not have done this due to my age. I immediately spotted major problems with the destroyed chimney flashing; the horrendous patch job on that flashing; damaged shingles; a banged up, sloppy job on a pipe flashing; and a incorrectly installed ridge vent which wasn't even close to manufacturer specs. When I mentioned these items to the person "in charge" for the day, he had me talk on the phone to his crew leader who spoke very poor English. When I got off the roof, I received a chorus of name-calling directed at me (variations of "perro"). They did a few things over that day in response to my complaint, but they were poorly done. 3) Closer inspection in the following days showed more problems. They did not pull the gutters away from the roof (as promised)to put the new gutter apron on the wood decking, but put it on top of TWO previous installations of gutter aprons. It fit so badly that they had to nail it through the gutter to try to hold it in place. The drip edge was installed backwards, with the lower piece lapped over the upper. The gutter apron on one end was so out of square that the metal was a full inch above the decking. 4) The company was totally resistant to the idea of doing the work correctly, and the process of fixing things was a matter of DELAY, DELAY, DELAY. I had to study most of what there is to know about roofing to insist on the repairs. I literally had to teach MasterCraft about the manufacturer's specs on installation of the ridge vent. They did not even know about the end caps, or even where to find them. I am not kidding! And, remember, OW says the warranty does not apply if their products are not installed according to specs. 5) The entire summer and fall were filled with grief caused by the terrible attitude and work by this company. They are advertised as a "Platinum Preferred Provider" by Owens Corning. In our experience, that designation has nothing to do with quality of work. Owens provided a little intervention on our behalf, but that was quite unsatisfactory as well. We finally got the work done to our satisfaction and MasterCraft provided us with a lifetime guarantee for parts and labor (a $500 dollar value) at no charge, and they replaced the gutters and the chimney flashings which they damaged. Naturally, we had to bother the company for months with repetitive phone calls to get them to follow through on the promised guarantee. I had the feeling that they did not want to give us the promised guarantee, or they did not know the procedure for having one issued. It was months after the job was completed before they sent us the COC (certificate of completion) which needed to be sent to Owens for the warranty to be issued. This was AFTER they repeatedly told us it was underway--that the warranty was being processed! We are over 70 years of age, and this is the worst experience we have had with any company during our lifetimes. The bad crew was one issue. The company's total resistance to fixing the bad work was unbelievable. Our experience was that we could not believe anything the company's representatives told us.

I highly recommend Terry D. & his crew! They were very professional and hard working. The roof looks terrific! They even protected the slants and did a great clean job.

Not a problem. Details are he did what I contracted him to do and he did a good job. I'd use him again.

We have hired MasterCraft to do multiple projects. First, they put a roof on a rental home, and did a reasonably good job. They then did a second roof. On that roof the shingle lines are not straight and there was soft wood left under the shingles in some areas. We had asked them to replace a plastic owl that we had on the roof and they left it on the ground. Before we realized that we were not happy with that project, we signed contracts to do two other projects. The contracts do not have dates that commit MasterCraft. This has been a HUGE problem. We can not walk away and they are free to put us off as long as they like. They put a roof on another home, and did a reasonably good job. We did need to tighten up a sagging gutter, and they broke a piece off of our antenna. Also, they did not get the proper inspection on that roof and it is still outstanding. In addition, theyheld our first ½ payment for quite a long time before beginning the project. The final project is replacing vinyl siding on a home. They estimated that it would be completed August 2013. They have still not begun, but are saying next week. Maybe? At this point, we will be going to the Better Business Bureau if the siding work is not completed both soon and well.

Professional crew and excellent workmanship. Did a great job cleaning up the wood shingles and the mess that the tear off caused. None of the roof was exposed at night. The guys used fall protection to stay safe. They just finished replacing my neighbor's roof and it looks great also. Use me as a reference anytime.

They were very honorable and did a great job. They produced what they said they would in a timely manner. Chris was great. They also put in some screens for us. A lot of our neighbors used them and I didn’t hear anything negative from them either.

We had a hail storm move through in August and some houses in the neighborhood received damage to varying degrees. We had some minor damage that came in well under our deductible. The on site inspector Jayme did a good job diagnosing the problem and even though the job was small, he agreed to fix out roof. I think many other contractors would have left us in the lurch because the job was small, but Jayme didn't, which we really appreciated. Although we didn't get a new roof, I thought the company itself looked like they really knew what they were doing, and if/when we get another hail storm, we'll go with Mastercraft.

They scheduled a 4 hour repair job for BEFORE they were supposed to work on my house. So they were hurried all day to get the job done. They were scheduled to be here at 7 a.m. I had to call them to get them to come out. They didn't show up until 11 a.m. The crew got the job done on time-but just barely. I developed a leak and the guy had to come back out to fix it. I would give the job site manager an A+ but the home office an F

I would not recommend Mastercraft Exteriors. What initially attracted us to Mastercraft was the fact that they appeared to have a national presence which I had hoped would introduce additional accountability. It did not, in fact, the story from here sounds like a stereotypical negative contractor experience. They were aggressive in pursuing our business and diligent in the initial stages of securing the contract and clearly had experience working with insurance companies on the claim process. We discussed in May a work date in July. We did not hear from them again until September when I called to find out when work would be completed. I needed to call and leave messages 6 times before getting the information. The work was completed in October in 1 day and a follow up walk through was scheduled and completed. At this point the work appeared to have been satisfactorily completed and I was willing to forgive the communication issues now that the roof was complete and leave the relationship with a neutral impression. But… a few months later a number of the shingles came loose and needed to be repaired. Again it took several calls and 2 months to have someone come out and repair the work under warranty. Most recently, about 16 months after the work was completed additional shingles came loose. I left 1 message for Mastercraft again and did not get a response. I decided to find another company to repair their work and leave this feedback on Angie’s List to warn others of my experience.

We had to call him like four times before they sent someone out. They are less than a mile from my house. I kind of got frustrated. I told them that if they didn’t send somebody out, they could go on with their other work and that I would find somebody else because I was not doing it. They didn’t even call me back. They acted like I was actually imposing upon them and like I was taking up their time. They kind of gave me a ballpark figure. I asked them if they really even looked at the job yet. The guy kind of hesitated. I told him that we didn’t have too much more to say to each other. It almost took them a month and finally one guy did give me a call back. I wouldn't recommend them. Professionalism was absolutely none.

I had hail damage to my roof & insurance adjuster came out. He said they would pay for new roof shingles & gutters. I saw Mastercraft Exteriors sign a few blocks down & called them. Mike Duenser, Field Rep, came out. He gave me a quote & said to call him when the insurance check came, which I did. He then said the materials would be delivered the day before the roofing crew comes. There were two main things a roofing company needed for me to hire them. First is they must be local. That means a location where people answer the phone, do their office work and warehouse equipment & some materials. Some companies say they are local when all they have is an address at the local UPS store. (Thats what the first roofing company that wanted the work had.) Second, their woking crew must be employed by the company, not subcontracted labor. If there is a problem its a lot easier when the company has complete control of employees. Mike Duenser said they use Owens Corning shingles, so I checked Owens Corning website. If you click on their list of contractors within 50 miles of Rockford, they were the only listed contractor rated "Preferred Contractor", "Platinum Preferred Contractor", & Platinum Award Winner". The others had "Preferred Contractor" status only. Mike called me to say they scheduled my roof replacement for Friday. The materials came Thursday, the driver carefully placed the materials on the drive, far enough out so vehicles could use the garage. He then took pictures of the materials on the drive. This was a nice touch for everyone involved. On Friday morning a six person crew showed up & started working. They removed & replaced the entire roof in one day, 40 squares. They did a great job of clean up. They used a trailer to haul the old shingles. This is better than dropping a dumpster on the drive. A few day latter the gutter crew showed up & replaced the gutters & downspouts. Mike communicated very well so I always knew what to expect. When project was completed, they sent the completion letter to the insurance company to release the final payment. I called Mike when it arrived so he could pick up his check. Overall, the project went as scheduled and work was done as they said it would be and very professionally. Mastercraft Exteriors is a national company with their main office in Rockton Illinois.

The time estimate for completion of the roof was 2.5 days and was completed in 2.5 days. All debris was cleaned up after completion. During the removal and replacement of the roof, the installers covered the surrounding plants and small trees to avoid any damage to falling shingles. Mastercraft Exteriors was very professional in all aspects - you could tell they were highly experienced. A thorough final inspection was provided at the end of the job - all qustions that we had were answered to our complete satisfation.

Different crews did the roofing, gutters and siding work on different days... each in one day. The roofing was done in early May, all in one day. The gutter replacement followed, a few weeks later as coordinated with insurance contacts, also performed in one day. The final work was harder in one sense, as our brand of siding is no longer manufactured. It was a smaller-scope fix, but a different crew that worked on vinyl siding repair and replacement, came and made the repairs as needed. The delays between projects were necessary to order product and to coordinate each phase with our insurance adjuster. Mike, our primary contact, followed up with each phase, to inspect their work and do a walk-through with me or my wife, at the end of each project. Was courteous and always followed through.

The job went fine. They did what they said they would do and did the work in 15 minutes.

came at about 7am left at 5pm job done and yard was cleaned up perfect

The work went very well. They gave us some extra special service on some requests we had. They were very responsive to our wishes; they saved the windows they took out. They were very considerate about cleanliness. They bumped our hot tub while taking the windows out and offered to repair it at no cost.

Around mid-November 2010, I contacted Mastercraft (MC) about performing some light exterior home repairs in response to a hail storm that hit our area a few months earlier. Along with finding this company on Angies's List, I came across one of their signs in my development. I called MC (on a Friday) and asked for someone to come out a give me an estimate. The lady, who answered, informed me that someone would contact me in a couple of days. After waiting about 3 working days, I called MC again and asked was someone going to contact. The lady, at MC, stated she would forward my message on to the area rep. After waiting another couple of days, I called again to ask for an update. The lady, who answered my called, simply repeated the same statement of forwarding my message. At that time, MC could not give me any indication of what was going on. I felt this not acceptable to kept hanging on the edge, for a week, like this for just getting an estimate with no call back or explanation. I expressed these concerns to the lady, at MC, and asked her to cancel my estimate request. To add further insult, when I finished expressing my concerns and requested the estimate call be cancelled, the lady, at MC, hung up (Hard Click) the phone in my ear. No good day, no sorry we couldn't be of assistance to you today. A day or two later (on a Saturday), I got a voice message from the local rep stating he was out of town, but, would be back in the area the following Tuesday to address my initial call. On that next Tuesday, I returned the local rep's call and thanked him for his follow-up. However, I informed him of my last exchange with his company and informed him that I will not deal with a company that respond to people in the manner I was treated. My suggestion to MC is that they may benefit from being a little more proactive in the feedback communication with future customers. If someone, at MC, had simply told me that the rep was out of town for a while or taken the proactive action of putting me in touch with another available rep, things could have ended so much better. In this case, MC choose to do neither and try to keep me hanging around waiting with no information. Although, during one of last my calls to MC, MC gave me a number to the rep, I purposely choose not to call then. My thinking then, if after over 4 days from my initial call, the rep hasn't called, why should my call gain any better result. I strongly feel that it is not the customer's responsibility to track down a company's employee. I contacted the company, not the employee. If I accept an agreement for work, the agreement would be between me and the company, not the employee of the company. In the spirit holiday fairness, I would give this company an overall rating of C only because the local rep made a decent attempt to salvage the situation and offered to relay my concerns back to his company office.

The Mastercraft representative was terrific but we did it simply on price and another company came in cheaper. He was personable and he was thorough about describing everything.

We had a very positive experience with Mastercraft from start to finish. Eric Jeager was a pleasure to work with. He is very concientious and made sure we were happy with our choices before any of the work began. He really helped make the entire process very easy. The work was done under Eric's supervision, and was completed quickly and professionally. The exterior of the house really looks great, almost like a new house! One concern I had was about the clean up after all the work was finished, but Mastercraft did an excellent job of clearing away all the debris from our yard and surrounding areas at the completion of the work. They were meticulous in making sure any nails or dangerous items were removed. Overall, we are very happy we chose Mastercraft and would highly recommend them.

The consultations all of the way through completion were all very professional. They worked with our insurance company to get the roof completely covered. All of the work was performed in a single (long) day. They did a great job of cleaning up after the work. The foreman came back that day to verify the work, and found a few places which he wanted re-done. A worker came back out to fix those spots, and then we signed off on the completion. After one year, we have not had any issues with the roof (leaks, workmanship, etc), and it looks great.

An excellent job was done by Mastercraft Exteriors. The field supervisor for the project, Matt Burkhardt, was by far the most professional and knowledgable of the dozen+ roofing companies that approached our neighborhood. Matt walked us through all the steps of the project and answered every question we had regarding the overall roofing installation from start to finish. He sat down and explained the roofing process in a manner that far exceeded any other roofing company representative in the Northern Virginia area. The roofing team assigned to the project made sure that the surrounding areas around the house were protected from any roofing debris and their clean-up after completion of the project was quite impressive. The shingle quality and color that Matt recommended for the roof turned out much better than we anticipated. In fact, several neighbors that were watching the roofing installation were very impressed and have decided to use Mastercraft Exteriors as their roofing contractor. Overall, I am very pleased with the quality and workmanship of the finished product and would highly recommend Masterdraft Exteriors for anyone that is in need of a new roof. In addition, I received additional compensation for referring several other neighbors who were eligible for a roof replacement and decided to go with Mastercraft! I was actually paid to have my roof installed, which included an upgrade to a 30-year roof shingle warranty...

Contacted the company for roof repair via insurance claim due to hail damage. Vendor warned me against using "fly-by-night" companies that were in the area taking advantage of all the hail damage. He urged me to use them as they were a local company and would be there after the work was done. I had a few hiccups with the insurance company that caused a two-month delay. When I called Mastercraft back to do the work, the vendor informed me that they had left town and he was in the process of looking for another job. Ended up using another company to do the work.

Roof and Gutter gap. Gutter Guard has given me a bid of $840 to move the gutters up. $210 of that is to replace a piece that was damaged by your roofers. There were red finger prints around the crease where they pulled it back up. We have pictures. I hear your, ?warranty? position and the fact that you are no longer active in our area but that does not excuse you from problems caused by your installation. Your people should have disclosed the issue of the unsightly gap rather than the ?install and run? technique that was used. I have been very patient while waiting for a response. I am a victim of lack of disclosure and the shuffle of responsibility between Mastercraft and GutterGuard. GutterGuard claims that they installed the gutters correctly to the old roof. I am not a roofer therefore I was not aware of the ?warranty requirements? that you reference. The unsightly gap is a direct result of your installation and lack of disclosure. Damage to my dining room is a direct result of your installers inability to properly reseal the existing flashing. Matt, I am certain that your company will return to GA once the spring storms do damage to the surrounding rooftops. My review on Angie?s list, BBB, state agencies and others will reflect my experiences including the cancelled appointments, lack of response to specific requests and damage to my property. It has been a year since we started this process and now one of the owners is posturing a position. Just weeks after one of the ?managers? was to be here to address the problem, he cancelled, rescheduled, then pulled a no show. I have had to call each and every time. Should never have gotten to this point.