Complaints

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had a new roof installed June 2017. There is a lifetime labor warranty and a warranty on material. First noticed evening of Feb. 17, 2023 water on kitchen floor. Looked up and there was a leak from the ceiling. Called roofing company and didn't get an answer at first. Finally the receptionist answered days later and said they were not doing anything because of weather and low staffing. A friend of my son came over and was a roofer. He went up on the roof, took a picture and came down and showed me and explained to me the problem. There is caulking around the flashing and no shingles. He said that is where the leak is coming from and caulking should never have been used there as it doesn't hold up and last through the weather. He said there are 4 spots where that should be corrected. I do not know if there is damage in the attic. My kitchen ceiling will have to be repaired and repainted. I just had the kitchen painted in 2022. I did put a work order in to my community center to check the attic. The roofing company rep called last week called and said someone would be out today at 4:00 pm. No one showed up. Didn't even call. This is the 2nd time someone was to come and I waited both time and no one ever showed up. I would like to get this problem taken care of. Thank You/.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Highlander Improvement Company's promotional material boasts a BBB A+ rating. Your site says they are not accredited. BIG PROBLEM. "Lifetime Workmanship Warranty" on promo.November 2021 they began work replacing roofs on my house, garage and outbuildings. Within a month after finishing I called ***************************** CEO regarding missing shingles, damage to my house and yard and more.I sent a list and photos. He told me when weather breaks he will send a crew. I emailed and called him from 2/2022, thru summer,same reply. In April, ***** came to my house to collect $1800 from me for "extra work done". Reminded him about the problems and was told that a crew would show up soon.Stayed home, cancelled 2 Dr's. ******* No Show. Happened 6 more times. I asked the Secretary why no one had called me. She said that I need to call them to tell them of the situation. November '22 the office and *****'s phone blocked my calls. My last attempt was 1/17/23.

  Business response

  02/02/2023

  We have reached out this morning to ***************** . We had a pleasant conversation and came to an agreement. In order for our crews to complete the work we do need the cooperation of the weather. ***************** asked that starting March 1st,2023 and going forward our company will touch base and inform ***************** that we have her on our first to service/priority list. We will be updating her every two weeks and once we do have an exact start date (weather permitting) we will provide at least a 3 day notice so if there are any scheduling issues there is ample time to address such. In the attachments you will find a copy of the email that was submitted to us by *****************. We are happy to resolve this issue , we apologize for the inconveniences that this might have caused  and would like to remedy the situations in a fast and professional manner. 

*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. ↩