Jacob’s Ladder Roofing and Restoration

All 2 of the one and two-star reviews we hold for Jacob’s Ladder Roofing and Restoration, most recent first.

• 1 out of 5Jodi Register2 years ago

  Absolutely terrible customer service! Everything started fine till Hugh realized he bit off more than he could chew with our historic home. We had two insurance claims with him/Jacobs Ladder and getting him to complete work and actually get …

  Google cut this review short. The full text is on their Google profile.

  Reply from the business

  **Response to 1-Star Review:** It's unfortunate that this review has come to this, and while I typically take a step back with negative feedback, the personal nature of this one necessitates a more detailed explanation. Here’s our side of the story: 1. **Project Complexity:** I have successfully managed over $52M in projects, many of which involved historical homes and large commercial buildings. My experience with historical renovations dates back to my days in Architecture school. Sometimes, issues arise that even seasoned professionals can't foresee. It’s regrettable if my attempts to manage these surprises were perceived as incompetence. I was made aware that previous contractors had similar challenges, which indicates a pattern that might have contributed to the misunderstandings. 2. **Insurance and Claims:** Regarding the roof claim, it was approved before our involvement. The insurance documents and our contract clearly outline the timelines and responsibilities. Any implication to the contrary is simply not accurate. 3. **Unexpected Repairs:** The chimney issue was unexpected, a common occurrence in older properties where hidden problems can emerge. We consulted a specialist who recommended a rebuild due to damage that was not apparent until we began work. I understand this was an unexpected expense, and in an effort to alleviate some of the financial burden, we suggested applying the Overhead and Profit (O&P) from the insurance to cover it, which did not affect the deductible. 4. **Communication on Repairs:** Any backtracking on the job was a difficult decision made under complex circumstances. It was never my intention to leave the project unfinished or the client unsatisfied. 5. **Addressing Accusations:** - **Roof Leak:** The leak was traced to a rogue nail, not the gutter as initially thought. We corrected this at no additional cost and took care of the interior damages. - **Bathroom Issue:** The stain reported later was from a completely u

• 1 out of 5Brenda Ross3 years ago

  Couldn't get them to return any phone calls, they came out once and that was the last time and the only time we saw them.

  Reply from the business

  Brenda, Around here we take 1 a star reviews pretty serious. I have searched our work logs after seeing this review (we have an excellent audit trial by the way) I found no files, no call logs, no warranties, no record of you... Nothing. 1 star review on work we didn't even do? Unless you are filing this review for another person, or work preformed under a different name? (besides Brenda Ross), We cannot find it and we cannot respond to this in a corrective manner. Please elaborate on your 1 star review so we can make tune ups to our process as required. As hard as we work to take care of our clients, no one has ever left us a low review without stating the cause (and that has only been ONE in 14 yrs). If you would be so kind and leave us some feedback so we could try to address your issues we would be glad to do so. To the rest of our clients and/or future clients, reading this review and following response, if you have an issue with us, please call and discuss. If you go to the length and take the energy of posting a negative review on us - elaborate on the merits of your review - so we can respond accordingly. Otherwise - Reviews without merits are just opinions, you can keep those to yourself. Hugh Johnson - Owner.

• ease of working with4
• punctuality4
• communication4
• insurance claim advocacy3
• job completion2
• thoroughness2
• professional job2
• crew2
• home2
• people2

14 more of the 35 reviews we hold text for, most recent first. We do not hold every review Google has.

• 5 out of 5Rick Axtell3 weeks ago

  This company was a great discovery. Showed up the same day as my call and had my gutter problem fixed within the hour. The manner of work and expertise inspired real confidence. Combined with honest trustworthy advice for future prevention, this was the perfect experience. Experienced, knowledgable, friendly, and exceptionally efficient. Just excellent

• 5 out of 5Nick Fieldsa year ago

  These folks did ann amazing job when they installed our new roof. Do not hesitate to do buisness with this company.

• 5 out of 5Bob Brucea year ago

  Our home was damaged in a severe thunderstorm and I don’t know what we would have done without Jacobs Ladder. We reached out to dozens of contractors and services but so few came through or seemed legitimate. When we finally found Jacobs Ladder they solved our problems. They took care of everything from start to finish, and even stepped in to help me understand my insurance policy and rights when my adjuster left me high and dry. Hugh, Andrea, Adam, Jacob and the whole team were simply amazing.

• 5 out of 5Heather E2 years ago

  Excellent to work with!! I was having difficulty getting companies to understand I needed my flashing and roof inspected and any repairs & maintenance. Most companies told me they don’t do flashing. How can a roofing company not do …

  Google cut this review short. The full text is on their Google profile.

• 5 out of 5Brenda Foster2 years ago

  I found this company on a website called Hero Roofers but Jacob's Ladder is the REAL hero! They have honest, helpful, skilled employees in all departments...I am so thankful for their dedication to completing all of my repairs!

• 5 out of 5Patricia Carey3 years ago

  Professional removal and installed new roof repairing rotten places in three places

  Reply from the business

  Patrica, we thank you for taking the time to leave us a review! We had a blast working with you and getting to see your rental properties. Thank you for choosing to do business with us.

• 5 out of 5Manuela Settle3 years ago

  Fast and reliable professional service!

  Reply from the business

  Manuela, thank you for leaving us a review and thank you for choosing to do business with us! We are happy to hear that you saw a reflection of efficiency, punctuality, and professionalism in and Jacob's Ladder.

• 5 out of 5Rodney Whitley3 years ago

  They did an awesome and professional job, glad I chose Jacob's Ladder Inc.God bless your family and business

• 5 out of 5Jay Endicott3 years ago

  Was very pleased with Jacob's Ladder's team! They communicated well, provided quality material, were efficient and were an advocate with my insurance company claim. Highly recommend them!

• 5 out of 5Dan Gibson3 years ago

  I selected Jacobs Ladder for my roof replacement and quite frankly I could not have been happier! The finished roof looked perfect and the attention to detail was second to none! I also appreciate the ease of communication during my roof project. These folks are great people with a high integrity level that know how to satisfy thier customers! Thanks again for an excellent job well done! HIGHLY RECOMMENDED!!!!!!

• 5 out of 5Jackie Feistritzer3 years ago

  Andrea was thorough and professional. She was on time and kept us posted on schedule.

• 5 out of 5Kayleigh Whitaker4 years ago

  Jacob’s Ladder did an amazing job at replacing the roof on our new home! We had a short timeline to get the roof done as we are expecting a baby and they were more than happy to get us scheduled quickly so we wouldn’t have to worry about …

  Google cut this review short. The full text is on their Google profile.

• 5 out of 5Darrell-Mary Morris4 years ago

  Very friendly and informative from start to finish. Very detailed in there installation and when finished just as detailed in clean up. …

  Google cut this review short. The full text is on their Google profile.

• 5 out of 5Valerie Baker4 years ago

  We would highly recommend Jacob’s Ladder for your roofing needs. Our home was in need of a new roof before winter set in. Jacob’s Ladder walked us through every process to helping us with the insurance claim to explaining every detail …

  Google cut this review short. The full text is on their Google profile.

• Licensed

  “…experience, Architecture background, Licensed Insurance Adjuster on staff these are…”

• States years in business

  “…We’ve Been Building For Over 10 Years As Danville Kentucky roofing…”

• Free estimates

  “…Get a Quote For Your Project Free Quote Quarterbacks of the Construction Team…”

• Mentions the BBB

  “…an A+ rated roofing company with the Better Business Bureau, our team is constantly striving to…”

• Family owned

  “…We are family-owned and operated, and also active members…”