Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had the roof replaced Nov 2021. Started to get water leaking from the Skylight in the bathroom a few weeks after the roof was completed. I called multiple times and ****** finally sent a worker out to take a look. ******** worker admitted they did not seal the Skylight properly and said he had corrected the issue. Fast forward to Feb 2023, I find: mold in 2 closets on the 2nd floor, water damage to a room on the 1st floor and the back sunroom/porch, and the skylight began to leak again. I called ****** on Feb 1st and his response is that it is due to condensation because it didn't leak when there was any rainfall but would send someone out to take a look. I had multiple contractors come out to take a look and assess the damages, and the same response was given that the roof was NOT done correctly. I kept calling ****** and left multiple voicemails. It is now Feb 21st and ****** sends a text saying he is in ****** for a family emergency. The damage will continue to get worse and more expensive if not taken care of immediately.

  

  Business response

  03/15/2023

  Any issues in the past had been corrected,  and there were no more issues with the roof throughout the spring and raining seasons until this current winter season. I did mention that it is very common for there to be condensation with the skylight, not necessarily leaking. If it isnt condensation, there is nothing really to be done until there is warmer weather, as the materials are too stiff. I have talked to you about this and let you know my worker would contact you to schedule a time to have this repair done once there is warmer weather. I apologize for the delay, but unfortunately we simply have to wait for better weather to do a repair.

  Customer response

  03/24/2023

   
  Complaint: 19443660
  
  I am rejecting this response because:

  Hello, 

  
  

  I am writing my response on the 7th calendar day and my case closed before the end of day. Please accept my response to the matter.

  
  

  The only issue in the past was the skylight. And if the issue was corrected, then why does it need to be corrected again this time again? Should i expect to have it corrected the following year as well? How many times will the same issue be corrected? I like how the business writes a response back to a complaint right after they get off the phone with a consumer. I was not told that warmer weather was needed in order to do a repair. As a company, the person running the business needs to do the scheduling instead of the worker reaching out. ****** has not come out to check what is exactly needed for repairs or even replied about the other issues at hand. Why am I paying for services that even his own worker said were not done. ***************** even come out to make sure that repairs are done properly or will he keep avoiding me to talk about the rest of these issues. 

  
  

  
  
  Sincerely,
  
  *********************

  

  Business response

  03/30/2023

  Hello,
  
  I completely understand all of your concerns and am writing back to you to address this once again after meeting with you.
  First, I just want to apologize once again about this very unfortunate situation. The winter really is a difficult time for this line of work, and one of the only times in the year we can take time off. I was out of the country for a family emergency, so I sent out my ******* for your services and it is possible there was some miscommunication. It was just a bad time for this to happen, this weather does not allow for service to be done efficiently which we have discussed.
  Overall, we have met together about the issue and feel we both have come to a resolution for this. I have discussed with you our plan moving forward to fix the issue, and hope this will reach your satisfaction. I sincerely apologize for this misfortune and the trouble with communication. All I care for is customer satisfaction and truly hope to accomplish this with you.

  Customer response

  04/01/2023

   
  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,
  
  *********************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in ************************** 2019 the aluminum on the front of house and garage door were damaged . ******* was scheduled to come out to look at the damage and i told him to come at 1pm . He came out before 1pm and unbeknownst to me tore the roof on 4 sides. He said he did it to get the insurance company involved. the damage was replaced the damage in 2019. Fast forward to now: 7/22:now w it seems the water is running on the outside of the downspout in the gutters instead of through them. I called the business to repair because i have a 5 year guarantee on all work done. Ive called 4 times in the last couple of months and he came out the 1st time and said he didnt see anything wrong with the gutters (I had someone come out previously and they said the gutters were not sealed properly when work was first done). ****** said he would send someone out to repair the gutters but that hasn&#**;t happened. i need him to repair gutters and clean them out. But he keeps brushing me off and not sending anyone.

  

  Business response

  08/11/2022

  In regards to this message, I have responded to this customers phone calls each time and always respond and attend to phone calls and concerns from customers. I personally explained to the customer what the issue was over the phone, and met with the customer with the initial installer of the gutters and downspouts who has over 30 years of experience after several phone calls. When I met with the customer with the installer, we saw once again that the problem was not with the installation of the gutters or downspouts, but it was that the downspouts are clogged with leaves and debris from trees, and the gutter system does not work when it is not clean. The gutters were installed within standard building code procedure. 

  The customer stated that they never experienced this issue before, when he did not have oversized gutters in the past like he does now. It is impossible that an issue has been caused because of the oversized downspouts, as this change in size is a benefit and a better system. It has to be something with the cleanliness. He stated the gutters were cleaned, but when we visited the house it was evident that the gutters and downspouts have not been cleaned and are full of leaves.
  
  
  The contractors are not responsible for cleaning of the gutters. However, I did offer the customer a couple times to meet with him once again with a building inspector from the village, and I would be more than happy to correct anything different he would find wrong with the gutters. These offers were refused and the customer told me the building inspector was retired, and he did not want to go through with this offer. I explained that that was not possible, and there must be current building inspectors for a day to day basis. Overall, the customer was not cooperative with my offers and efforts to resolve this issue, and threatened to go against my license and send me the bills of a cleaning service for the gutter system. Once again, I explained this issue to the customer many times and offered to meet again with a building inspector, but it is not our responsibility to keep the gutter system clean.

  Customer response

  08/15/2022

   
  Complaint: 17642681
  
  I am rejecting this response because: I have this house for over 35 years and never had that problem before and Wkat construction *** told me to go up on the roof every 2 weeks and clean the gutters out i am getting a another company to look at this problem an i will let you know if he see the problem and can fix it and i will send you a copy of bill and his opinion and how to fix it ************************; 
  
  S***erely,
  
  *************************

  

  Business response

  08/18/2022

  Dear customer,
  
  
  I want to help you with this issue and have offered you my help and visited your house more than once, but you have declined my offers. In your first message, you claimed someone came to look at your gutters and said they were not sealed, but I dont know who this someone is or if they are qualified to give you this information. I would love to help you, but do not want to go through a third or fourth party to get this resolved. This is not efficient, and the best option would be to set up a meeting with the building department from your village. I would be happy to meet with you and a building inspector and fix anything they find wrong with the gutter system.

  Customer response

  08/19/2022

   
  Complaint: 17642681
  
  I am rejecting this response because:
  
  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. ↩