FAQ Bank
Purpose: The standard answers to the questions customers actually ask, in the words we actually use. Rosa fields most of these on the phone; the sales reps hear the rest at estimate visits. Use these as written or close to it — the answers encode our rules (ranges not firm prices, no coverage promises, real timelines), so improvising around them is how mistakes happen.
Pricing and estimates
1. "How much does a new roof cost?" "Honest answer: for most homes around here it lands between $12,000 and $38,000 — the spread depends on the size, the pitch, the material, and what we find under the old shingles. I can't give you a real number without Tara seeing the roof, but the estimate's free and you'll have it in writing within three business days of her visit."
2. "Do you charge for estimates?" "No — estimates are free for everything we do. You get a written scope and price, and there's no obligation attached to it."
3. "Can you just give me a price over the phone?" "I wish I could, but a phone number would just be a guess, and a guess helps nobody. What I can give you is the typical range for that kind of work, and then Tara comes out and turns it into a real number you can hold us to."
4. "Why is your bid higher than the other guy's?" "Usually when two bids are far apart they're not for the same job — different scope, different materials, or something left out. Send it over and I'll show you line by line where the difference is. If it turns out it really is the same job, I'll tell you that too."
5. "Do you offer financing or payment plans?" "On remodels we structure payments around the work itself: 30% to get on the schedule, then progress payments as stages finish, and the final 10% only after you've walked the finished job and signed off. So you're never paying ahead of the work. For roofing, we can talk through timing on the estimate call."
Insurance and storm damage
6. "Will my insurance cover this?" "That's your carrier's decision, so I won't promise you an answer — anyone who does is guessing with your money. What we will do is document the damage properly with photos before the adjuster comes out, so your claim reflects what's actually up there. That documentation is free."
7. "Can you deal with the insurance company for me?" "We work alongside your claim all the time — we'll document everything, meet the adjuster on site if you'd like, and make sure the scope matches reality. What we don't do is negotiate your coverage or handle disputes with your carrier; that stays between you and them, and it's better for you that way."
Scheduling and process
8. "How soon can you start?" "Depends on the season and the job, so I won't quote you a start date until Pete confirms the crew schedule — I'd rather be straight with you than promise a date we can't hit. What I can tell you today is the next step: Tara comes out, you get the written estimate within three business days, and once you sign, Pete gives you a real start window."
9. "How long will the job take?" "Most roof replacements are one to three days once we start, weather permitting. Remodels vary a lot by scope — the estimate will include a realistic timeline for your specific job, and if anything shifts, you'll hear it from us before you have to ask."
10. "It's leaking right now — what do I do?" "Call our emergency line — it's answered around the clock. Dispatch and tarping is a flat $450, and if we end up doing the permanent repair, that $450 comes off the bill. First priority is stopping the water; the estimate comes after."
11. "Do I need to be home for the estimate?" "For roofing and exteriors, Tara can do most of it from outside, but being there helps — she'll want a look at the attic if she can get one, and you'll want to hear what she finds. For remodels, yes, we need you there. Either way you'll get everything in writing."
Company and trust
12. "Are you licensed and insured?" "Yes — licensed and fully insured, and we'll put both in writing with your estimate. You should ask every contractor for that, not just us."
13. "Do you use subcontractors?" "Our core crews are our own people — two roofing crews and a remodel crew. When a job needs a specialty trade, we bring in partners we've worked with for years, and Pete manages them the same way he manages our own crews. Either way, Summit is responsible for the work."
14. "What if something goes wrong after the job is done?" "You call us and we come back — that's the short version. The estimate spells out exactly what's covered on workmanship for your specific job, in writing, so there's no guesswork later. And you'll have a real person's number, not a ticket system."
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