we heard you
Our Commitment
At Daniel Hood Roofing Systems, we believe that every piece of feedback, may be it good or bad, is an opportunity to improve. Homeowners like you have trusted us with your homes, and when we’ve fallen short, we’ve taken it seriously.
We’re not perfect, but we’re listening. And more importantly, we’re acting. This is our promise in the spirit of we heard you, to always grow, improve, and deliver a better experience.
This page is dedicated to the voices of our customers. Below, we’ve outlined some of the common concerns we’ve heard and exactly what we’ve done to make sure your experience gets better every step of the way.
A Message From Our Team
We want you to hear directly from our team about how we’re making things better for homeowners. Watch this short message from Daniel Hood as part of our commitment.
1. The Insurance Process Felt Overwhelming
What You Told Us:
- “I had no idea what was happening with my insurance claim.”
- “The paperwork was confusing.”
- “I felt like I was left to figure it out on my own.”
What We've Done to Fix it:
- Simplified Communication: We now provide clear, step-by-step explanations of the insurance process at the start of your project.
- Dedicated Insurance Liaison: Every homeowner now has access to a team member who specializes in navigating insurance, answering questions, and providing updates.
- Digital Guides: We’ve created quick-reference PDFs and videos to help homeowners understand the most important steps and terminology.
2. Project Delays and Scheduling Gaps
What You Told Us:
- “My project started late and no one explained why.”
- “There were long gaps with no activity.”
- “I felt like I was chasing updates.”
What We've Done to Fix it:
- More Transparent Timelines: We now provide realistic start dates and updated schedules based on real-time data, not just estimates.
- Proactive Updates: Homeowners now receive weekly check-ins, even if the update is “no changes yet”, so you’re never left guessing.
- Internal Scheduling Improvements: We’ve restructured our production calendar and added more crews to reduce wait times and bottlenecks. As part of our we heard you initiative, we’ve made sure that better scheduling is now at the core of our process.
3. Cleanliness During and After the Job
What You Told Us:
- “There was debris left behind.”
- “My yard was a mess after the crew left.”
- “I had to clean up nails myself.”
What We've Done to Fix it:
- Jobsite Cleanliness Protocol: Crews are now required to follow a clean-as-you-go policy, with daily cleanups on multi-day projects.
- Final Walkthrough Checklist: Every project now ends with a cleanliness inspection and customer sign-off.
- New Equipment: We’ve invested in better cleanup tools like magnetic nail sweepers and industrial vacuums to ensure a thorough job. We’ve also aligned our standards with best practices from organizations like the National Association of Home Builders.
Moving Forward: Your Feedback Fuels Us
We know that trust is earned and re-earned through action. That’s why we’re committed to continuing this open dialogue with you, our homeowners.
If there’s something we can do better, please tell us. Your experience matters, and we’re here to make it right. This is what we heard you is all about: listening, learning, and doing better every time.
