Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On our about August 21st 2023. I contacted Ozark Mountain roofing to replace my roof because we had a leak. They did the job in one day. **** ******* was my sales rep who overseeing the job. I didn't notice the hole in my decking until November 26 2024. My first thought was to contact **** because I thought I had a warranty and they would fix it. I have included screenshot of the conversation. He basically told me it wasn't his fault and that something must have hit my roof. Nothing has fallen on our roof that I know of that would cause that big of a break. He said he would have to check with his crew because he's pretty sure they didn't fix the decking on this side of the house. So three days later my husband called and asked for an update, ****'s response was no we didn't do that side, if you want it fixed we will have to charge you. I called another roofing company to come out and take a look. They are the ones that informed me that my roof is not up to code with the huge gaps in the decking and that the shingles ****'s crew used were not put on to specifications. We contacted **** again he said the only thing he could do is patch it from the inside. I don't know how 1 patch turned into 13. Especially if the decking was good enough to put new shingles on? There was only 2 broken spots. I don't know how this is acceptable with my roof just being repaired a little over a year ago. There are weak spots above the patches and the shingles are bowing. Which dont have a warranty now due to being placed on old decking that is not up to manufacturer specifications. I would like my roof replaced up to code or a refund so I can have another company fix it.

  Business response

  12/26/2024

  This complaint was immediately addressed with a phone call from the owner of Ozark Mountain Roofing to **** **** within 30 minutes of the complaint being filed and delivered to our company. I immediately took action with addressing the issues within the complaint, provided reasoning as to why decisions were made the way they were at the time of the roof replacement and took action to address her issue that day. **** **** understood the reasoning behind our decision at the time but still wanted a solution. I provided 3) options at that time. The first option was to repair the areas of concern at no cost to the homeowner. These areas were not leaking but were pointed out by a competitor as potential issues in the future. The second option was to replace the entire roof system (excluding the decking) on Ozark Mountain Roofing's dollar but the ****** would be responsible for the cost to replace the out of code decking associated with her home as it is not our responsibility to upgrade their home to meet building code approximately ($5400 when the roof was installed in August 2023 and now priced around $3500 today). The third option was to write them a check for the value of the material/labor necessary to replace their roof so that they could hire the contractor of their choosing if they had lost confidence in me or our company. However, not included in that check would be any form of profit for the next company to make, nor the monetary amount needed to buy the correct decking to bring their home up to code.

  The ****** thought about it for a day or two before deciding to proceed with option (1) for the repair of the areas in question. Due to inclement weather, the repairs were not able to be completed until 12.23. I have spoken to **** **** since who had concerns about the shingles looking worse now after the repair. This is common and due to the cold weather application and the roof will require some warmer days and time for the shingles to lay down correctly. **** **** understood. She attempted to remove this complaint from the BBB portal, but the only option provided to her at that time was to await a response from our company. The delay in response to BBB is due to the Christmas holiday, but our action to address the situation with our customer was handled prior to.

  Customer response

  12/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩