Complaints

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My roof is leaking and still under warranty. An inspector from the company came and took pictures of the leak. He told me to call the office on Monday. I called and they told me they would get back to me. A week later they called and told me they would not cover it because the leak happens when water is pooling on the flat roof. They replaced the flat and the sloped roof and both are still under warranty so there is no reason they shouldnt be covered

  

  Business response

  06/23/2023

   In response to this customers complaint , first this roof was done 10 years ago his warranty was expiring in less than a month at the time he called .   HIs complaint about the leak is due to ponding water which will cause structural movement and not covered by his warranty ,  There has been hundreds of storms including a named hurricane **** ., which effected most part of Miami Dade county  in 2017 The ponding of ponding water through out the years can cause structural movement and the area will deteriorate quicker and rot the area where leaks start to appear had the customer.   We explained this to him and that we could repair  area for $ ****** since its not covered by his warranty.       

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  roof was under warranty, as it was only 9 and a half years old, called del sol , because i had a roof leak, my ceiling was discolored and the water was dripping from my kitchen ceiling. the guy who came out, said there was no leak. called the owner, who said since i didnt speak spanish he couldnt get on the phone with me. but he stated thu another, he would not come out again, since his worker said there wasnt a leak. cost me ***** from another roofing company to fix. what good is a warranty if the co doesnt honor it? want him to pay for at least the roof fixing, he should pay for the inside damage as well

  

  Business response

  10/04/2022

  Good morning, 

  We went out to ***************** property on June 23,2022, she had warranty with our company until 7/20/2022, therefore she had one month left on her warranty. We went out to the property and went in to her attic and could not locate the leak, due to not being able to reach the point where she stated it was leaking because she had two attic areas there from another roof addition that was ontop of where this leak was located. Her ceiling was completely dry in the area where she stated it had occurred. We offered to cut the ceiling in that area in order to see if we could find the leak. Our ******* was unable to cut through her ceiling and advised her he could not cut through her ceiling as it was too difficult to cut through, but he did make the attempt. I, personally called ***************** and explained to her with the ******* there at her job site that we could not get it done. We advised her if she could get someone to cut the ceiling in that area so we could go in and check, we even advised her that if she found someone to cut the ceiling after warranty had expired that we would still honor the warranty since we were waiting for that work to get done so that we could go in and check. It seems ***************** chose to just hire some other roofers to find the leak for her and get the work done instead. We cannot issue her a refund for this. We gave her options to go ahead and remediate the problem. She did not speak to the owner at the time, she spoke to the office manager, and as you can see I speak perfect English so there was no excuse given that they only spoke Spanish. As a company, we always go back to take care of our warranties and have never had a situation like this in all the years we have been in business. We always take care of our customers and even when it is not a roof leak we try to fins the leak for them so that they can call the right person to get their leak fixed (ac problems, plaster, etc). We have photos of when we went out to the job site and walked inside the attic that we can provide.

  Thank you

  **************

   

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