Prompt Service, Inc

Edited 7÷21÷2011: Prompt Service contacted me and said they’d been closed for vacation, and apologized for missing my calls. The owner came out to the house to inspect the roof that day. She apologized for all the difficulty we’ve had, and installed a NEW flat roof system, for FREE the next day. I’m incredibly pleased with their response and commitment to their work. The new roof looks beautiful.
Original review:
This is a hard review to write. When we contacted Prompt Service, they were friendly, and seemed efficient. Their prices were competitive. We had them install a new roof in January 2008. It cost approximately $ 4500.
By the middle of 2009, we had significant leaking over our living room. (And when I say significant, I mean it destroyed the ceiling, the walls, the bay window, etc. We later discovered that the water damage extended into the ceiling of the next room.) Insurance came out and cut us a check for the room damage, but we had to pay to repair the roof.
I contacted Prompt. They came out and determined that the problem was a small porch (like a widow’s walk) that we had on our upper level. They said they would tear up the porch and rebuild it, because it was initially installed incorrectly. This cost us an additional $ 3,500, in January 2010.
This seemed to fix the problem for about six months. Then we started having leaks again. Our living room was again trashed. Insurance got really serious this time, and sent out a structural engineer. He stated that Prompt should never have installed architectural shingles on a flat roof (which the back part of our house has). I called Prompt, and they disagreed, saying it was okay as long as there was rain-​and-​ice shield under the shingles.
We called an independent roofer, who also came out and told us that the shingles shouldn’t have been installed on a flat roof, but he also thought that maybe the porch was still causing the problems. He’s willing to re-​roof that portion of our house, to the tune of $ 1,700. I’ve already paid Prompt Services $ 8,000, so I don’t think I should have to pay another contractor to repair incorrect work that’s already been done.
But now Prompt won’t return my calls.
So there you go. The roof is pretty, but if it doesn’t keep out the rain, what good does that do me?