Premier Customer Care Center

We are happy to help you and want to answer any questions you have.

The best person for you to interact with is your Premier Representative as they are most familiar with your roofing project. This is the person who inspected your roof and who you worked with when signing your agreement with Premier.

You can find their direct phone number and email on their business card (it’s on the back side),  or you can call your branch office and ask to be transferred to them or request their email address.

ROOF REPLACEMENT QUESTIONS

Your Premier Representative. They can help you with selecting your roofing materials, show you shingle samples and go over all the details of your roofing project with you. Pretty much any question you have about your project can and should be answered by your Premier Representative.
Your roof will be built as soon as we can do it based on the weather, number of daylight hours, number and complexity of projects underway and our suppliers’ ability to deliver materials. If there has been a major storm and a large number of homes in the area have been damaged, this may not be as quickly as any of us would like. Generally speaking, you can expect your roofing project to commence between 30 and 60 days from the time all of your paperwork has been submitted to Premier Roofing- this includes your contract, your approved insurance paperwork, your color/material selection, your pre-job checklist (PFYNR), and your project scope/estimate.

You will be notified by our Production Department the day before your materials will be dropped at your house. Then you will be notified again to let you know when your roof will be built.

The time frame between the material drop and your roof being built is most impacted by weather. We do build year-round, but can only do so as weather permits.

Unfortunately, this is out of our hands and will depend upon your city’s availability. When we have had a major storm, roof inspectors will become backlogged very quickly and it can take several weeks (sometimes months) for your inspection to happen after your roof is built.

Rest assured that we are requesting inspections and staying on top of this process for you.

We have put it there for your inspector to come inspect your roof. Roofing companies are required to supply the ladder for inspectors. We will come back to pick it up once we know the inspector has been to your house. Typically, this is the same day we left it there, but occasionally it will be a couple of days.
Yes. Please leave your permit on your front door until it has been signed-off-on by the City/County/State code inspector. IF YOU REMOVE YOUR PERMIT BEFORE IT IS APPROVED BY THE INSPECTOR – YOUR ROOF WILL LIKELY FAIL INSPECTION. If you see a signature on the “inspection completed” line of your permit, you may take it down and retain it for your own records. If you notice that there are any corrections required by the City/County/State inspector, please notify your Premier Representative so that we may collect the permit and schedule repairs and/or a re-inspection.
Contact your Premier Representative. He will bring an “Areas of Concern” form with him at which point you can show him what has been damaged and reach a resolution and the manner of repair. Keep in mind, many times, after a new roof is installed, there are items on your property that were damaged prior to construction, but simply weren’t noticed until our work was closely examined. Sometimes chipped paint, dented gutters, or cracks in driveways existed prior to construction. We carefully document all damages prior to construction, so we ask for your patience in our pursuit of your satisfaction as we determine the cause of damages and the resolution to any areas of concern.

INVOICE / BILLING QUESTIONS

No. In most cases if you have received a payment from your insurer, that money is to reimburse Premier for the work that was, or is to be completed for a price-agreeable. Every year there are Premier Roofing clients that make this mistake which results in insurance funds being misplaced and a great deal of “heartburn” is created for the client and Premier.
This invoice reflects the final amount that is due to us from your insurance company based on the price we agreed upon with them. If you haven’t already, you will receive a check for the amount due from your insurance company. If there is a discrepancy between the amount of money you have received from your insurance provider and the amount of money requested on your bill – the difference is either your insurance deductible or an error by the insurance carrier.

Please contact your Premier Representative in the event you do not understand your invoice or the amount that you received from your insurance company.

In the event the work has been completed but you have not received a final invoice from Premier, there are a few things that may be happening.

1. Your insurance carrier may be reviewing photos, invoices and documents provided by Premier to determine the amount of money to be released. This can take several weeks.

2. Premier may be waiting on a signed Certificate of Completion from you. If you have not signed a Certificate of Completion, Premier will not invoice your insurance provider as we do not collect final payment until you are satisfied with your final product.

3. If you have signed an “Areas of Concern” form, and are waiting on punchlist repairs, then Premier is in the process of scheduling those repairs after which Premier will request a Certificate of Completion in order to complete your final invoice.

Typically, if your project is being completed as a result of an insurance claim, Premier Roofing does not allow payment with a Credit Card (except for your insurance deductible). The reason for this is that credit card companies charge vendors like Premier Roofing up to a 4% fee which cannot be charged to the customer and will not be reimbursed by the insurance provider. In most cases, the insurance payment should NOT be deposited into your bank account, and you must be mindful that if you receive benefits from your Credit Card provider- they may be taxable.