Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for roofing contractors that have earned the prestigious Diamond Certified award. For South Creek Roofing & Waterproofing Inc., keeping clients happy is all about building relationships with them and treating their homes with the utmost care and respect. “We strive to leave a lasting impression on every client, and the best way to do that is to focus on customer service,” affirms Manager Erika Cortes. “From providing roofing samples to quickly replying to calls and emails, everything we do is meant to improve their experience.”

South Creek Roofing & Waterproofing has been installing, repairing, and maintaining roofs for residential and commercial clients throughout the Greater Bay Area since 2017. The family-owned and operated company is qualified to work on all types of asphalt, metal and tile roofing systems, and it also installs and cleans gutters, performs roof inspections, and more.

Unlike roofing companies whose owners delegate project management responsibilities to less experienced employees, South Creek Roofing & Waterproofing provides every job with the hands-on expertise of owner Felizardo Inzunza. “Felizardo is on the jobsite from day one until the project is complete, and that really makes a difference,” says Ms. Cortes. “Our main goal is to keep our clients satisfied, and by having our company owner personally make sure all the work is being done correctly, we’re able to do just that.”

Another distinguishing feature of South Creek Roofing & Waterproofing is its ability to manufacture its own metal roofing panels, which Ms. Cortes says gives the company a unique competitive advantage. “Making metal panels enables us to provide custom, high-quality metal roofing at a more reasonable price while maintaining full control of the process. We also install and repair all brands and colors of roofing materials, so our clients can be confident that they’ll get exactly what they want.”

When preparing for a roofing project, make sure you know what to ask to ensure you’re getting accurate proposals.
Savvy homeowners know it’s important to get multiple bids on the same roofing job to compare prices from several companies, but they might not know the best way to evaluate the bids that they get. According to Erika Cortes, manager of South Creek Roofing & Waterproofing Inc. in San Jose, not all estimates are created equal. “Quality roofing contractors will include all materials, labor and other aspects of the job so you can trust that their estimates are complete,” she says. “However, other contractors won’t list certain things so their proposals have lower prices, but then they’ll raise the price once the job gets started.”

Ms. Cortes says it’s vital to carefully evaluate bids and make sure the details are listed and match your expectations and requests. “You need to make sure that any proposal you get is accurate and includes every part of the job. That should include everything from roofing material tear-off to warranties and permits.”

Here are some ways you can ensure you’re getting an accurate roofing proposal:

Communicate to get honest answers. Schedule a time to talk with the companies that you’re considering, both before and after they present you with a bid. Give each company the same details to ensure they’re all bidding on the same project scope, size, timeline and products. Then, review the bids to confirm that they list minor details like brands, product numbers and amounts, and additional items.

Don’t ignore supply chain issues. Now more than ever, supply dictates the availability of roofing products and the cost of jobs. Materials can be scarce or delayed, which can impact the entire project. Discuss this with your contractor upfront and learn how it could impact your job.

Ask about location-specific concerns that could impact your job. These include permits, code compliance, rebates, inspections and other factors. Your contractor should be familiar with the requirements of your city or location. Permitting fees, inspection timing, code requirements, and rebate offerings vary widely from city to city and county to county. Contractors who are unaware of these factors can underestimate, leading to surprise fees or unexpectedly high material costs, and you could lose out on rebates or miss deadlines.

Q: How long will it take to complete my roofing project?
A: It depends on the size and square footage of the roof, the type of material, and the complexity of the job. Once we know those details, we’ll give you an estimated time frame for your project.

Q: What kinds of roofing do you offer?
A: We offer all kinds of roofing, including wood shake, standing seam metal and asphalt shingle.

Q: How long will it take for the materials to arrive?
A: It depends on the manufacturer and whether the materials are available right away. It can also depend on whether the manufacturer has certain styles and colors in stock. We’ll let you know how long your specific materials will take to arrive once we order them.

Q: What is the process for a new roof installation?
A: Every roof is different, and the condition of the existing roof really impacts the new roof installation process. For example, if the plywood underneath the existing roof is rotting or in poor condition, we’ll have to pull it off and replace it, which can add time to the job. We’ll be honest with you about the details of your project once we see the condition of your existing roof.

Q: Can you coordinate with my solar contractor to install a new roof with solar panels?
A: Yes. We can also coordinate things like financing and discounts with your solar contractor. Once you explain your goals, we’ll work out the details according to your needs.

Q: Is everything included in your proposals?
A: Yes. Other roofing companies don’t list certain things so their proposals have lower prices, but then the cost goes up when the job starts. Our proposals include everything from material tear-off all the way to warranties and permits.

Q: Will you get all the required permits for my project?
A: Yes. You can get the permits yourself if you’d prefer, but we consider that part of our responsibility.

Q: Do supply chain issues impact your pricing?
A: Absolutely. Roofing industry prices are going up as we speak. Material availability and pricing impacts our job pricing, the time it takes to complete the job, and other factors. We try to minimize that as much as possible, but we have to respond to supply chain issues.

Q: Will my location affect the price of the job?
A: It can. For example, some cities currently require Title 24 compliance, which is a special reflective shingle. That changes the price of the job because that material is more expensive than other options.