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 Falcon Roofing, the key to keeping clients happy is simple: stay committed to taking care of them until their problems are resolved. “Our reliability definitely sets us apart,” says owner Mariano Renteria. “We don’t just leave our clients hanging—we want them to feel safe and know we’ll be there for them whenever they need us.”

Falcon Roofing has been repairing, replacing, and inspecting roofs for residential and commercial clients throughout the South Bay since 1995. In addition to handling every step of the roofing process, the company is qualified to install supplementary products like exterior siding and gutters, and it also offers 24/7 emergency service for its customers’ convenience.

Unlike less experienced roofing companies that make promises but don’t deliver on them, Falcon Roofing stands behind its work with comprehensive warranties that ensure its clients will be protected. “It doesn’t matter if it has been one year or 10 years—if there’s a problem, we always go back and take care of it,” affirms Mr. Renteria. “We take care of our clients and put our promises in writing. For example, our 10-year ‘no blame’ guarantee promises to repair and replace problematic roofing even if the manufacturer won’t accept responsibility in the unlikely event of manufacturing errors or product failures.”

Ultimately, Mr. Renteria believes much of Falcon Roofing’s success is due to its status as a family-owned and operated business that takes personal responsibility for every job. “Our clients like that we’re a family-owned company because they feel like they have a deeper connection with us,” he says. “From our project managers to our skilled installers to our office staff, everyone here takes their job very seriously and is proud of the work that they do.”

If you’re planning a roofing project for your home, make sure you insist on real warranties.

When you’re deciding which company to hire to repair, replace or install your roof, one major factor should be the warranty coverage offered by each. While most roofers say they’ll guarantee their work, not all will put those promises in writing or actually honor their warranties if you experience a problem in the future.

Mariano Renteria, owner of Falcon Roofing in San Jose, says it can be difficult for homeowners to discover that they’ve hired a dishonest company that refuses to take care of their problems. “That’s why a warranty is so important—it protects you and keeps your investment secure. Before hiring a roofing company, ask about its warranty coverage and what it will do if you encounter problems.”

Here are some additional ways to ensure your roofing contractor’s warranty is reliable:

• Many companies advertise 30- or 50-year warranties, but that promise may leave out details. Most long warranties don’t mean the installing company will fix problems for the next 30 years. Instead, the company is most likely citing the manufacturer’s warranty. And while that’s a good thing to have, you should also understand what the company will fix, what the manufacturer promises to do and what you’re responsible for.
• Manufacturers’ warranties are often prorated (which means the protection diminishes with time), and almost all of them stipulate that the installer must adhere to installation guidelines. If the roofing company rushes through the job, doesn’t use the right fasteners or otherwise neglects to meet its obligations, your manufacturer’s warranty could be nullified.
• The labor warranty is what matters in most cases, so that’s the warranty you should be most concerned about. Most contractors offer the minimum guarantee required by law—just one or two years. Ask how long the company will guarantee its work and discuss in detail any limitations or stipulations on that promise.

Q: How soon can you send someone to inspect my roof?
A: We can usually send someone to your home or business within 72 hours of your initial call.

Q: How often should I have my roof inspected?
A: Newer roofs should be inspected at least once every five years to look for any potential problems. Older roofs should be inspected more often, as should roofs in areas with harsh weather or roofs that are made out of fragile materials. You should also have your roof inspected if you think there has been any damage. For example, if you have a slate roof and a branch falls on it, you’ll want to make sure none of the slate was broken.

Q: What roofing products do you recommend for a better insulated roof?
A: One of the best insulating materials is tile. We also recommend metal roofs because many come in colors with special coatings that reflect heat away from the roof.

Q: Do you work on TPO roofs?
A: Yes, we do a lot of repairs and work on TPO roofs.

Q: Do you recommend slate roofs?
A: Slate roofs are pretty, but they’re very heavy, so your house has to be built to carry that weight. For example, Victorian homes are built to carry heavy roof weight. There are many types of slate available, including products from Africa and Europe. Slate roofs are considered lifetime roofs because the metals and fasteners are made out of copper and the slate rock will last forever.