Our Guarantee & Warranty - Tilehurst Roofing San Diego

The Tilehurst Roofing San Diego Guarantee

A roof is only as trustworthy as the people who put it on, and in San Diego that trust gets tested by sun, salt air, Santa Ana winds, and the occasional January downpour that finds every weak seam at once. Our guarantee is simple to state and harder to walk away from: every repair gets a written guarantee before our crew leaves your property, every job gets a written price before any work starts, and if a repair fails inside the guarantee period, we come back and fix it at no charge. Greg Holloway, Owner, has run Tilehurst Roofing San Diego under the Kingswell Guarantee since 2000, and the reason the guarantee is on paper instead of in a handshake is that paper doesn’t rely on memory. We stand behind the work because we wrote down exactly what we promised.

Call (619) 393-3877

What’s Covered

Every roof tells you where it hurts if you look carefully enough, and our covered commitments are the same for a $400 tile reset as they are for a $40,000 full re-roof. These five things are written into every Tilehurst Roofing San Diego job:

• Workmanship on every repair, seam, nail, and flashing point. If our installation work fails during the guarantee period, the return visit is free, the parts are free, and the labor is free.
• All materials we touch, from the largest underlayment roll to the last ridge cap shingle. Manufacturer defects are handled through the manufacturer’s own warranty process, and we handle the paperwork and removal for you.
• On-time arrival within the window we gave you on the phone. A live person books the appointment, gives you the window, and the crew shows up inside it. If we’re delayed by weather or a job that ran long, you get a call from a person, not a message.
• The written price before work begins. The number on the written estimate is the number on the final invoice. No change orders appear after the decking is exposed unless you approve a written addendum first.
• Site cleanup that leaves your yard, driveway, and landscape the way we found them, or better. Magnets for nails, tarps for debris, and a final walk of the property with you before we leave. This is part of The Kingswell Way, and it’s part of the guarantee.

What’s not covered: storm damage that arrives after the job is complete, pre-existing structural issues we flag in writing before work begins, and any work done by another contractor after we leave. We don’t hide these exclusions in fine print. They’re explained on your written estimate in plain English, with a phone number to call if you have questions.

Our Satisfaction Promise

If something doesn’t feel right after the crew packs up, you don’t have to wait for a warranty claim form, a callback, or business hours. You call (619) 393-3877, a live person answers, and we start the make-it-right process the same day. The first step is always a second visit to look at the concern in person, free of charge. If the issue is something we could have caught, we fix it. If the issue is a manufacturer problem, we manage the warranty claim with the manufacturer on your behalf. If the issue is a misunderstanding about what the job would accomplish, we sit down and explain what’s happening up there until it makes sense, no charge and no attitude.

The 365-Day Done Right Promise is the formal side of this. For a full year after your job is complete, if the work we did isn’t done right, we make it right. “Done right” means it sheds water, it stays fastened, it looks like a professional roof, and it matches the written scope we agreed to before the first nail went in. Greg Holloway’s view is that if a roof repair fails in month eleven, it was never really fixed in month one, and that failure is on us. The 365 days are documented in your file, with your written guarantee and our own records.

No arbitration. No waiting period before you can call. No “the manager will get back to you.” If you’re not satisfied, you tell the person who answers the phone, and the process starts then.

Licensed & Insured Backing

Paperwork only matters if the company behind it exists when you need it. Tilehurst Roofing San Diego is licensed and insured, which means the guarantee isn’t just our word to you, it’s our obligation to the state of California and to our insurance carrier. If a crew member is injured on your San Diego property, you’re not left negotiating with someone’s cousin. If a mistake causes unexpected damage, the insurance coverage is real and claimable. Ask for our credentials when you call. We’ll show them to you, happily, because we wrote the guarantee assuming you’d check.

Beyond the legal backing, there’s the quiet backing of The Kingswell family of roofing companies. Since 2000, every Tilehurst location has operated under the same promise: say the price before the work, show up in the window we gave, leave the place cleaner than we found it, put the guarantee in writing, and come back if it fails. A company that’s been keeping that promise for over two decades doesn’t need to invent new language for it. We just keep writing it down.

What the Guarantee Doesn’t Leave to Chance

In San Diego, a roof’s enemies are specific. The ultraviolet exposure on a Mission Hills flat roof is brutal, and decking that survives a decade in El Cajon may look entirely different than decking in Point Loma. We inspect for what the local climate does, and we flag everything we find, in writing, before work begins. If your roof deck has rot that started five years before we arrived, that’s not covered by our workmanship guarantee, but we’ll show you photos and explain the repair option before you spend a dollar. The guarantee is about our work, and we make sure you can distinguish our work from the roof’s existing history.

We don’t rush the inspection to get to the bid. If a roof needs a full replacement instead of a repair, we say so and write the reason on the estimate. If a repair will buy you three more years, we say that too, with the honest caveat that three years isn’t ten. The Kingswell Way treats the estimate as the start of the relationship, not the end of the sales call. Greg Holloway has been roofing long enough to know that a customer who understands the guarantee is a customer who never has to use it, and that’s the point.

Questions Homeowners Ask Before They Trust a Roofing Guarantee

What exactly is in writing before work starts?

Two documents. First, the written price, itemized by material and labor, signed by us and handed to you before the first tool comes off the truck. Second, the scope of work, which lists every step from tear-off to cleanup in plain English, with trade terms explained on the same line. We don’t hand you a one-page bid that says “roof repair” and expect you to infer the details.

What happens if the repair fails at month ten?

You call (619) 393-3877, a live person answers, and we schedule a return visit at no charge. The failed repair is corrected inside the guarantee period at no cost to you, under the 365-Day Done Right Promise. You don’t pay for the diagnosis, the parts, or the labor. You don’t pay a trip fee. You will sit down with someone after the fix and review what failed and what we changed to prevent it recurring.

Do you cover manufacturer defects in the shingles or tiles?

Yes, through the manufacturer’s own warranty process, which we handle on your behalf. Tilehurst Roofing San Diego installs material from seven major manufacturers: GAF, CertainTeed, Owens Corning, IKO, Atlas, Tamko, and Boral. Each has its own warranty terms, and we explain them for the material you select before installation, not after a problem appears. If a defect claim arises, we coordinate the inspection, the paperwork, and the repair. You’re never left navigating a manufacturer’s call center on your own.

Will the price change once work starts?

Only if the exposed roof reveals a condition we couldn’t see from the surface and you approve a written addendum before we proceed. San Diego roofing hides surprises: rot under old tiles, failed flashing behind stucco, water-damaged decking under a seemingly healthy shingle field. We stop, show you photos, explain the options, give you the new number in writing, and don’t touch anything until you say go. Without a written addendum signed by you, the final price matches the written price. That’s the Kingswell rule, and it isn’t negotiable.

How long does the guarantee last?

The 365-Day Done Right Promise covers every job for a full year, documented in your file and backed by the licensed and insured status of Tilehurst Roofing San Diego. Manufacturer warranties on materials extend well beyond that, with terms that vary by product. We’ll give you the specific manufacturer warranty document for the roofing material you choose before installation. No vague promises, no “lifetime” language without a defined meaning.

Call (619) 393-3877 to walk through our guarantee in person, line by line, before you hire anyone. There’s no charge for the conversation, and no obligation to use us afterward. We’d rather you understand the guarantee and choose another roofer than sign with us while uncertain what you’re getting. That’s the whole idea.

Written by Greg Holloway, Owner at Tilehurst Roofing San Diego, serving San Diego since 2000.