The Promise, in One Paragraph
When Mercer Roofing finishes a job, the work is covered for 365 days from the date of service – no asterisks, no fine print, no fee to invoke it. If anything we did or anything we supplied fails within that window, we come back, we look at it, and we fix it. That’s it. No forms to file, no receipts to dig up, no negotiation. We have the job on file. You just have to call.
What’s Covered
- Our workmanship. Every cut, every fastening point, every flashing install, every repair we performed – if it fails within 365 days, it’s on us.
- The parts we supplied and installed. If a shingle, a vent, a flashing section, or any other material we brought to the job fails within 365 days, we replace it.
- A return visit at no charge. The moment you call and describe the problem, we schedule a tech to come back. That visit costs you nothing.
- A full redo when a repair doesn’t hold. If a repair we made comes apart, we don’t patch the patch – we do the work correctly, starting from the beginning if that’s what it takes.
- Site clean-up. If we’re back to make something right, we clean up again before we leave. Same standard as the first visit.
- A written confirmation of what was done. Every visit – original and return – is documented. You’ll have a clear record of what work was performed.
What Isn’t Covered
We want to be straight with you about the edges of this promise, because a guarantee that hides its limits isn’t much of a guarantee.
- Storm or accident damage after our visit. If a falling tree limb, a hail event, or another outside force damages the roof after we finished, that’s a new problem – not a failure of our work. We’ll still come out and assess it.
- Work done by someone else. If another contractor touches any part of the area we repaired, the promise on that area ends. We can only stand behind what our own crews do.
- Parts or materials the customer supplied. We work with manufacturer-recognized brands – GAF, CertainTeed, Owens Corning, IKO, Atlas, Tamko, and Boral – because we trust their quality. If we installed materials you brought to the job, we can’t guarantee how they’ll perform.
- Normal weathering on existing materials we didn’t replace. If your roof is fifteen years old and we repaired one section, the surrounding original shingles will continue to age on their own schedule. That’s not a workmanship failure.
- Issues you declined when we flagged them. If our tech pointed out a problem during the visit and noted it on the job record, and you chose not to address it at the time, that specific item isn’t covered under this promise. We’ll still come look – and we’ll still give you a written price to fix it.
- Pre-existing conditions unrelated to our work. Damage or wear that was present before we arrived and outside the scope of the job we were hired to do falls outside the promise. We’ll tell you about it, but we can’t be responsible for fixing it under this guarantee.
How to Use the Promise
Step 1: Call (743) 200-8347 or book online
There’s no form to fill out and no fee to pay. A live person answers that number every time you call, any time of day or night – not a voicemail, not a callback queue.
Step 2: Tell us the job and roughly when it was done
You don’t need a receipt number or a copy of your invoice. We pull the job from our records by your address. Just describe what you’re seeing and give us a general sense of when the work was done.
Step 3: We schedule the return visit
We’ll find a time that works for you and confirm the tech’s name and photo before they arrive – same process as the original visit, same Threshold Standard. No one shows up unannounced.
Step 4: We make it right
The tech assesses the problem, determines what’s needed, and gets it fixed. If the repair requires additional materials or more time than a single visit, we handle that coordination – you don’t manage it.
Timing
The 365-day window starts on the date your job was completed – that date is on your written job record. If something comes up just after the window closes, call us anyway. We’re not looking for reasons to turn a long-time customer away, and we’ll look at anything that’s genuinely close to the edge with a reasonable eye. Each Mercer Roofing location is independently owned and operated, but every location is contractually held to this promise as part of the Threshold Verified standard. Wherever your local crew is based, this commitment travels with the work.
Questions About the Promise
If you’re not sure whether your situation is covered, don’t try to guess – just call. A real person answers at (743) 200-8347, around the clock, and they’ll give you a straight answer. The promise exists to be used, not to be argued over.
Written by Grant Whitlock, Owner at Mercer Roofing, serving homeowners nationwide since 2000.