Complaints

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 10 years ago, following a severe thunderstorm, which included a micro-burst, Heritage GC ******************************************************************* replaced the roof on my house. On Nov. 8th 2022, I noticed that 2 shingles had become loose on my roof. I contacted ****** from Heritage GC to inform him of the issue. He asked me to text pictures of the area to him, which I did. In that text, I also asked him if he could send me a copy of my warranty, because I was unable to locate my copy. He said that he would, and asked for my email, and that he would send it to me that way. Two days later, Nov 10th 2022, I asked when I could expect someone to look at my roof, he replied "Hi.. I'm scheduling i.. most likely next week because my installers are finishing to late and there is no light. I will text you the day before. That was the last time I heard from ******. I have since called his cell phone, and his business phone leaving voice messages on both, as well as texting ****** on his cell phone. He never responded to any of my attempts to contact him. I have kept my phone log, and all text messages between ****** and myself, as proof of any and all contact, or attempted contact, both in text, as well as phone calls. I am also willing to provide the text messages, and phone log, to you, as further proof of my claim. We have since had at least two snow falls, fortunately nothing heavy, and my roof is still in need of repairs. I am attaching two pictures of the affected area, from two different points of view.

  

  Business response

  11/23/2022

  Dear Admin at BBB Complaint Response,

  
  We received the information that a customer of ours had a problem with shingles that were loose and our first response is that we will get the situation resolved immediately.   Once we were back at the office to locate the customer in our system there was no record of *************************** at ************************* ***********, **  60018.  We searched different avenues to verify that ****************** was a customer and had a warranty, which came to no avail.   As it stands, ****************** is not a customer of ours.   I have asked ****************** to provide me with a copy of our contract and warranty in which he said he does not have and wanted me to provide it to him.  I would gladly give him copies if he was our customer.  He also threatens legal action because we dont have a copy of his contract.  We are in a stance that ****************** is not a customer and we will not provide a service that does not merit repair.   Thank you BBB for protecting companies from frivolous complaints. 
  
  

  Kind Regard,

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

*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. ↩