Complaints

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,On July 4-th I was notified by my tenants that roof is leaking, I contacted Thomas Jefferson Roofing next day and made an appointment for diagnostics and repairs. The owner *** came, checked damaged ceiling inside, roof outside and sent me a contact and invoice for repairs $960. He did not check the attic to see where exactly the leak is coming from. I paid $500 downpayment and contactors came on July 24. They did some work on the roof and later that day I was notified that job is competed. I paid remailing $460 the same day. Two days later the rain started, and roof was still leaking. This time technician *** came, checked the leak inside, look at the roof photos and assured me that he knew what was wrong and it was an easy fix. He did not check the attic. 30 minutes later he called me and said that he discovered another problem and they have to charge me again to fix it because they repair roofs by problem elimination. If the first assumption does not work, they move to the next one. I disagree. I pay for solutions, not guessing games. I would like to give *** a chance to finish the job and repair leaks without any charges, we have a contract stating that they do job to prevent the leak. Another option is to reimburse me $960 to hire another contractor. Thanks

  

  Business response

  09/01/2024

  As she attempted to state, some leaks are fixed by the process of elimination.  We had already successfully fixed her roof in a spot like this on the west side and being a leak was showing up on the east end of her home with the exact same situation on the roof it seemed logical to due to that and my 30 years of knowing what is most likely to be the problem, we entered into an agreement to repair an area that we not flashed well as the area on the west side was not flashed well.  We guaranteed that our work area would be professionally done and our work area would not leak.  For her situation, she had another issue that was not done well on her roof requiring further work.  We do not guarantee that an entire roof is professionally installed when we did not install the entire roof.  We offered to do a further repair as the next step in eliminating flashing issues that we not done correctly when a company last installed her entire roof.  I get it that some people would like us to inspect their 3 story attic for free and and 3 story roof for free and instantly become 'all knowing' of everything that was ever incorrectly installed on her roof system and fix one area and then become responsible for any other problems that are found anywhere on the roof.  That is not the real world that we live in.

  Customer response

  09/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Hello,

  First, if attic examinations cost extra, TJR should have billed me for the work to avoid future disputes.

  Second, I found another not a lazy contractor who inspected the attic and the roof and found out that leaking was coming from a different place, not where the roof was patched. Apparently ******* made a wrong assumption based on his prior work. More, that contractor found significant hail damage which ******* with his 30 years of experience missed. How could that happen? As mentioned earlier, I hired *** company to fix a leak and not patch some random spots on the roof just because they think it should work. At this point I request full refund. 

  
  Regards,
  
  ******* ****

  
  

  

  Business response

  10/15/2024

  This lady stated that a contractor saw hail damage and if this assessment is as accurate and wonderful as she assumes that it is then if her adjuster agrees there is enough hail damage to warrant a full roof replacement then all her leaks can be fixed by the full roof replacement.  

  Most hail around her home and most homes in ****************** is not a black an white simple clear cut matter as to whether an insurance company will believe there is enough for replacement.  Contractors and adjusters are all welcome to their opinions and kind people will not condemn them for their point of view.  

  Again, we successfully repaired her roof years ago and this new leak showed up in another area that was exactly like the prior one and it was 'likely where the water was coming in'.  Some leaks are fixed in a process of elimination.  We warranty our work area.  If our work area was repaired improperly we would fix our repair area free of charge.  Per her statement, she knows the leak is not from our work area.

  I do not mind when people ask for free work.  It is unfortunate when people demand that any person or company does free work for them.

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Nothing in our contract stated that leak will be fixed by "process of elimination" and I should be prepared to to pay more for elimination games. If the leak comes from a different place, why TJR missed damaged area and repaired the wrong one? Just because that's what they did years ago on the other side of the roof? Things change, you know...

  Bottom line, per our contract, I agreed to pay $980 to fix the leak, the leak was not fixed, I request my money back. 
  
  Regards,
  
  ******* ****

  
  

  

  Business response

  10/18/2024

  We successfully fixed many leaks for this customer and apparently she liked our work as she has kept calling out time and time again for many years on her various buildings. We successfully fixed an improper installation error on this roof in 2022.  We successfully fixed an improper installation error on this roof again a few months ago in an area that was exactly like the one in 2022 with the exact same error.  The difference on this side of the roof is that there is another improper installation error nearby.  We would never say we are guaranteeing all leaks will be fixed on the entire house because we did not install a roof on the entire house.  Our rate to fix the third problem area is $1,120 on this 3 story building.  We will offer to discount it and fix it for $400.

  Looking at the bright side, ***

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Per our contract, TJR was supposed to fix that leak in mid-July, it is end of October now. Between now and then *** ignored my emails and sms, leaving me no other option, but to find another contractor to fix sloppy work. As of today, reimbursement for never delivered work is the only option,  otherwise see you in a Court. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 21, 2023 Last spring, I made a deposit on a patio door and storm door for the front door of our house for $500.00. I was told the patio door would be ordered and that they had the storm doors in stock. The contract was for $3,000.00 in total.They were nice to let me put off installation because I had severe asthma problems and was out of work for several months. We did finally take out a home equity loan to pay for the work and were considering adding a few windows as well.Yesterday, the company came out to install the patio door and storm door. The owner, *** called me from Lowes and asked me what storm door I wanted and sent me photos. I told him that the contract stated *****, and that I thought they already had the brown door in stock and would bring it with the patio door. He said he didnt carry stock on the storm doors and the guy who sold me the doors was wrong. *** said I should choose from his phone photos. *** was impatient with me and complained about already wasting 5 hours on this job. I didnt want to choose colors from phone photos and I wanted better quality doors than ********** or Lowes offered. So I told *** to forget about the storm door. I asked him if the patio door was from ********** or Lowes and he said no. He texted me to take $370.00 off the bill for not installing the storm door. An updated invoice stated that this was a remodeling discount, which it wasnt. I told ******** could have gone to the local stores and picked out doors, and paid less for installation, but I went with them because I believed I would get quality doors and a better installation.The patio door this company installed has to be locked from the outside. The foot lock, doesnt fully close the door. About 4 is open at the top when you try to open it with the foot lock on ( I have photos) and the foot lock is plastic.I could easily get both hands in the door and force it open. I am 71 years old, 51 tall and weigh 122 lbs. There is no deadbolt lock, which is in the contract. I cant go out the front door and around the house every time I want to lock the patio door. My home owners insurance wont cover us with this door. We are in and out this door multiple times daily. We wore out the last door.I dont trust this company to fix the problem. They are on their way out now to talk me into keeping the patio door. My old door was a better quality door and it locked securely. I want a full refund and they can take their door back when I have it replaced.

  

  Business response

  10/05/2023

  You obviously liked everything about this sliding glass door that we installed as you paid ** in full.  As for the apparent sliding glass door manufacturer defect, I am not sure why you set up an appointment the very next day with me and the supplier to investigate the defect and then insist we replace it without completing a full inspection as planned.  As for the other door, I asked you about the 2 color choices at Lowes.  After spending nearly an hour trying to make up your mind I stated that you could simply go to the store and look at it first hand if you did not want to choose between those I texted to you.  The reason I wanted you to make a decision is that ************** was ready for the slider to go in at your home.  You then said, 'I'll just have ****** install it', and I said 'ok'. 

  All manufacturers have a process for their doors to be replaced.  You nor I can make up their process for them.  I know you have a very kind and reasonable relatives who could easily get this accomplished for you.  We have got along great with many wonderful projects that we were all very appreciative toward one another about. Have a great day and let me know when you are willing to let the manufacturer stand behind their product.
  

  

  Business response

  10/05/2023

  Now that I see a typo in what I just wrote it would be much more 'user friendly' if the ******************** software allowed me to edit it.

  Customer response

  10/20/2023

  I responded to Thomas Jefferson Roofing the day I received their response to my initial complaint. Its been 2 weeks and when I Checked the BBB website today,  October 20, I dont see my response, nor the additional info that I uploaded proving that what I contracted with TJR was not what they ordered from the **************** Where is my response and the additional info with the uploads?Uploads:

  1) what I contracted with THR

  2) what TJR ordered from Polaris

  3) what Polaris will charge to fix the door and I still have to find someone to install it and pay them

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Today, I again uploaded  the original contract with TJF and the order they placed with the **************** which shows they charged me for a more expensive door and ordered a cheaper door. I also included the estimate of what the *************** would charge for parts to fix the door, which does not include installation. I do not trust Thomas Jefferson to even repair the door.

  Please see the 3 uploads I sent today.
  
  Regards,
  
  *****************************

  
  

  

  Business response

  10/20/2023

  Every manufacturer has set procedures for warranty issues.  The mfg allows the supplier to investigate the issue for them.  I do not understand why at first you scheduled for the supplier rep - on behalf of the manufacturer to investigate your claim, and then you refused to let him and myself to go investigate so we could pass the information along to the mfg and ask what they will do to rectify the situation.  We did not manufacturer the sliding glass door.  Your refusal to let the manufacturer investigate and honor their warranty is your problem - not mine.

  You know who the manufacturer is so you can easily find them online and contact them directly yourself.  It is really quite simple to know the difference between the manufacturer defect you mentioned, and an improper installation.  We were the installer.  Our name is not the one you see on the manufacturer tag on your sliding glass window.  You can come to our office and see we do not have a manufacturer plant here.  I do not know how to make this any more simple for you.

  Again, I know your relatives are very very smart and kind and they can help guide you to a reasonable resolution if you just give such a kind, smart and reasonable person a chance.  I will not mention their names, but you know exactly who I am speaking about.

  

  Business response

  10/23/2023

  Every manufacturer has set procedures for warranty issues.  The mfg allows the supplier to investigate the issue for them.  I do not understand why at first you scheduled for the supplier rep - on behalf of the manufacturer to investigate your claim, and then you refused to let him and myself to go investigate so we could pass the information along to the mfg and ask what they will do to rectify the situation.  We did not manufacturer the sliding glass door.  Your refusal to let the manufacturer investigate and honor their warranty is your problem - not mine.

  You know who the manufacturer is so you can easily find them online and contact them directly yourself.  It is really quite simple to know the difference between the manufacturer defect you mentioned, and an improper installation.  We were the installer.  Our name is not the one you see on the manufacturer tag on your sliding glass window.  You can come to our office and see we do not have a manufacturer plant here.  I do not know how to make this any more simple for you.

  Again, I know your relatives are very very smart and kind and they can help guide you to a reasonable resolution if you just give such a kind, smart and reasonable person a chance.  I will not mention their names, but you know exactly who I am speaking about.

  Customer response

  10/29/2023

  I first agreed to meet with *** and the Rep, but *** became so verbally abusive, I cancelled and told him he was not welcome in my home. 
  
  *** ordered and installed the wrong door. There is paper proof. 
  
  Unless people can see the uploaded paperwork, they cant tell that *** ordered a STANDARD SINGLE POINT LOCK  door and charged me for  3 point lock door; THE ***** LOCK, DEADBOLT LOCK AND FOOT LOCK  thats in my contract with them. Its just my word against his.

  Here are the 3 uploads: 
  
  1) the contract between myself and Thomas Jefferson Roofing for a 3 lock patio door and a storm door (the storm door and its installation were not provided)
  2) I contacted Polaris. They sent me a copy of the order Thomas Jefferson Roofing made to Polaris, proving Thomas Jefferson Roofing ordered a different door; a one lock door, NOT than a 3 lock door. The door WAS NOT FAULTY, it was what they TJR ordered.
  3) the money Polaris will charge for the parts needed to covert the door into a 3 lock door; but this DOES NOT include shipping or installation, $719.02.
  4) I still have to pay for a storm door and its installation
  
  Another company came out today day and fixed the door so that it does now actually lock.  
  They also charged me $468.50, to do the stuff TJR didnt do: He installed handle set with lock. Adjusted the rollers and added screws to the jamb in provided holes. He pulled roofing nails from the trim and installed screws. He counter sank the screws for a clean finish and he caulked the exterior door to trim.
  
  With cold weather coming and our home owners insurance not covering us for a break in, I was forced to make the choice to get someone to fix the door, that I DID NOT ORDER. 
  
  We took out a home equity loan to do this. I am 71, my husband is 76. We cant afford to pay such a price for a such a serious mistake that wasnt ours. And I still dont have a storm door.

  
  

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I first agreed to meet with *** and the Rep, but *** became so verbally abusive, I cancelled and told him he was not welcome in my home. 
  
  *** ordered and installed the wrong door. There is paper proof. 
  
  Unless people can see the uploaded paperwork, they cant tell that *** ordered a STANDARD SINGLE POINT LOCK  door and charged me for  3 point lock door; THE ***** LOCK, DEADBOLT LOCK AND FOOT LOCK  thats in my contract with them. Its just my word against his.

  Here are the 3 uploads: 
  
  1) the contract between myself and Thomas Jefferson Roofing for a 3 lock patio door and a storm door (the storm door and its installation were not provided)
  2) I contacted Polaris. They sent me a copy of the order Thomas Jefferson Roofing made to Polaris, proving Thomas Jefferson Roofing ordered a different door; a one lock door, NOT than a 3 lock door. The door WAS NOT FAULTY, it was what they TJR ordered.
  3) the money Polaris will charge for the parts needed to covert the door into a 3 lock door; but this DOES NOT include shipping or installation, $719.02.
  4) I still have to pay for a storm door and its installation
  
  Another company came out today day and fixed the door so that it does now actually lock.  
  They also charged me $468.50, to do the stuff TJR didnt do: He installed handle set with lock. Adjusted the rollers and added screws to the jamb in provided holes. He pulled roofing nails from the trim and installed screws. He counter sank the screws for a clean finish and he caulked the exterior door to trim.
  
  With cold weather coming and our home owners insurance not covering us for a break in, I was forced to make the choice to get someone to fix the door, that I DID NOT ORDER. 
  
  We took out a home equity loan to do this. I am 71, my husband is 76. We cant afford to pay such a price for a such a serious mistake that wasnt ours. And I still dont have a storm door.

  
  

  Regards,
  
  *****************************

  
  

*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. ↩