Reviews

This company's roofing division in Fairfax VA refused to meet with me without my husband present. I felt that this is discriminatory and also not how we manage our home.

Melissa, thank you for taking the time to share your thoughts with us. We appreciate your feedback, and we'd like to clarify our policy for you. At Nu Look, we value all homeowners equally, regardless of gender. Our requirement for all property homeowners to be present during our initial visit is not based on gender; it's a standard practice aimed at ensuring that all relevant parties are present to fully understand our services, have their questions addressed, and make informed decisions about their property projects. We provide complimentary consultations with our remodeling experts precisely because we believe in inclusivity and want to ensure that every property owner's voice is heard, and their needs are met. Our goal is to offer the best possible service to all our clients. Additionally, we are proud to share that 70% of our executive team consists of female professionals. Gender diversity and inclusivity are core values of our company, and we are committed to making decisions based on expertise and qualifications rather than gender. We hope this clarifies our policy and our commitment to treating all homeowners equally. If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your interest in our services.

It is hard to believe from where I sit that Nu Look cares about my business, despite my having them replace my basement door, front interior and screen door, sliding glass door to the backyard, and a complete roof. I can not imagine a 'good' company operating in the way I just experienced which took a week to resolve. Several months ago, I spoke with Nu Look and then their service manager in regards to scheduling the replacement of my exterior front door because the mesh had detached at the bottom. Consequently, my two indoor cats could easily stroll out and unfamiliar animals, etc. could stroll in if I did not have my interior door closed. Due To Covid, I had to postpone this service, which Nu Look responded they would call back to reschedule. Months later, Nu Look called to note my loyal, repeat customer status and to check on the status of the earlier door request. This call was on August 24th. I replied that the screen door repair had not happened. The service manager called at 9:33 am the next day to set up the appointment. I was given the options of Tuesday, afternoon of the 30th or Wednesday the 31st between 12 - 4. I chose Tuesday. Later, I realized that Wednesday was better due to work commitments, so I left that update and preference on the manager' s phone. I left a second message Monday night so no one would arrive at my house without my being there, since I had not received a return call confirming receipt of my first call. Tuesday afternoon at 1:31pm, I receive a message at my job from Nu Look's tech that he was at my home. The tech says someone will call to reschedule. I call Nu Look Wednesday morning 2x, 9:04 & 9:11, to assure that a repairman would be coming between 12 and 4 as requested. In the 1st, I'm told that Nu Look would be between 8am-10am instead of 12-4. Note this is 9:04 and I headed to my job which is 30mins from my house. To check, I call again at my job's door. I am then told that the appt. is not today, but the next day, 8-10.

I called because of the Tuesday mix-up and NL hadn't confirmed coming Wednesday morning. Hearing that someone was coming now was stressful because I would have to turn around and go back home to wait. When the operator came back on the phone and said that my appointment was not going to be Wednesday morning, but between 8 - 10am the next day. Thank God, I called back or I would have been sitting at home for no reason that afternoon, too.
Thursday happens and NO ONE EVER COMES TO My HOUSE to address my door. I called approximately 4 or 5 times and spoke several NL staff to inquire what was going on?! Each time, they were answered politely and expressed empathy with my situation and promised to contact a supervisor or service manager who would get me to me. But no one did until the last person spoke with on Thursday, who again apologized and assured me they would contact someone to respond THE NEXT DAY, because it was already 4:30pm and the office was closed. So, my whole day was shot and I literally began calling from 10am on, and despite, reaching and explaining each time, I always had to call back to no success. No one ever even said that no one would be coming so I could go on with my day. That's inconsiderate. Especially for a repeat
The next day, the service manager called about 10:30am, as later did the last person with .whom I spoke to check. We made another appt. which I was able to accommodate after asking why did I have to be home for an exterior door repair - especially as it was detachable. I was told that it would be repaired by the tech with tools, so as long as made the door accessible, the tech could repair it without me being present. If told this sooner, this mess could have been avoided. This inconvenience kept me from attending an important work event Wednesday afternoon, also. I received apologies, but this warrants more recompense. Not just a coupon toward more work. I'm unhappy and unsatisfied with this. I've spent thousands with NL!

The Quality of the roof was AMAZING. Loved the people we worked with, they were quick, and it looks amazing. Decided to also go through the company for Solar as well and REGRET everything. Project started late 2021 and we JUST got the panels up and running 2.5months ago. A lot of back-and--forth, promises to come finish it everyyyyy week. Ignored texts and calls. Call Nu Look to complain and actually found out the Manager in charge of our project no longer worked with the company - no notice before I called. They're up and running now but when we signed with Nu Look we were told they would help with the State & Local incentive forms and the SREC ppwk but NOPE, now we're on our own to figure it all out. Even though we don't have all of this information so I keep having to email the company to ask questions. It's just been one long, stressful, seemingly never-ending project even though I watched my neighbor get his solar installed, turned on, and ppwk done in the course of 3wks

As we dug into this specific situation, we agree with Mrs. M******* and truly apologize for her solar experience as we are a much better company and service provider than what we provided her. We also want to thank her for bringing this to our attention as there is no other way for us to improve. We have been selling and installing Solar for a little over 2 yrs now and in this case, our experience level showed that we have great room for improvement.

Our goal in offering and providing Solar to our customers is to do so in the same high quality manner and professionalism that we have become known for in roofing. We continue to work tirelessly through the complexities of getting the Solar portion of our business to match the Roofing side and along the way, we will make mistakes as we've done here. That said, because we are Nu Look Home Design, we stand firmly behind our contracts, our brand and will always work closely with all of our highly valued customers to fix what we have missed. We have been working with Mrs. M******* to get her to the best spot we can as quickly as possible. We hope the recent assistance our team provided has been as helpful as possible despite our missed opportunity and that Mrs. M******* accepts our sincerest apologies for not fully delivering on our brand values and the high quality service that Nu Look is usually known for.