Support and Contact Policy

Standard Response Times

Routine inspection requests, estimate requests, financing questions, and warranty questions are answered in this order:

• Phone calls during business hours (Mon–Fri 8am–5pm MT): typically picked up live or returned within 2 business hours
• Web inquiry forms: response within 1 business day
• Existing customer warranty service tickets: scheduled within 5 business days for non-emergency repair
• Insurance claim documentation requests (existing claim files): same business day
• Adjuster meeting coordination: scheduled within 48 hours of carrier notice

Emergency Roof Support (24/7)

Active leaks, storm openings, tree-fall damage, and any condition where water is currently entering the structure get same-day or next-morning emergency response — even outside business hours.

• Active leak with water entering interior → call (303) 550-4530, press 9 for after-hours
• Storm opening / tree fall on roof → emergency tarp dispatch, typically within 4–8 hours during active storm weeks
• Loss of significant area of shingles after a wind event → next-business-day inspection
• Emergency mitigation cost is typically reimbursable under most homeowners policies (see Insurance Claim Support)
• We document the original damage with timestamped photos before any temporary repair

Department Routing

When you call or email, identifying the right team upfront speeds your response time:

• Residential inspections / new estimates → Residential Sales
• Commercial roofing (TPO, EPDM, mod-bit, metal) → Commercial Division
• Active insurance claim / adjuster meeting → Storm Restoration team
• Existing customer repair under workmanship warranty → Service Department
• Project status update / change-order request → Project Manager assigned to your roof
• Financing questions / payment plan → Office Manager
• Media / press inquiries → Marketing (flag "press" in subject line)
• HOA / community partnership inquiries → Owner / Marketing

Escalation Paths

If a standard request hasn't gotten the response it should, escalate without hesitation:

• No response from project manager within 2 business days → call the office and ask for the operations manager
• Workmanship dispute that the service team can't resolve → ask for the owner
• Pattern complaint or formal grievance → file with Colorado Roofing Association (CRA) or RSRA — both maintain complaint processes for member contractors and we welcome the oversight
• Insurance billing dispute → ask for the storm restoration manager and CC the office manager

After Closeout: What Stays Active

After your project closes out, several touchpoints remain active for years:

• 10-year workmanship warranty on residential replacements
• Five years of free annual HAAG Certified inspections (residential replacements)
• Manufacturer material warranty registered in your name
• Service line stays the same: (303) 550-4530
• Office relocation, ownership change, or business closure does not void warranties — both AC INC and the manufacturer remain responsible

Frequently Asked Questions

What counts as an "emergency" worth an after-hours call?

Active interior water intrusion (drip into a bucket-or-bigger volume), storm-created roof opening larger than 1 sq ft, tree fall on the roof, or significant shingle loss after a wind event. Cosmetic damage, single missing shingle, or sealant aging — those are next-business-day items, not after-hours.

Can I text AC INC Roofing instead of calling?

Yes for routine status updates, photo sharing, and project-manager check-ins (your PM's mobile is on your project paperwork). No for emergency dispatch — emergencies should go through the main line so the on-call team is alerted.

What's the response time during a major Front Range storm?

Inbound call volume during major hail events (the 2017 Westminster storm, the 2018 Fountain storm) can spike 10–20×. We staff up the answering line and emergency dispatch in advance when NWS issues a Severe Thunderstorm Watch. New-customer inspection requests during peak weeks may stretch to 7–14 days; existing-customer emergencies remain on the standard 4–8 hour window.