Complaints

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first contacted Indiana Residential on Nov 22, 2022 for warranty work on our roof. We also left several phone messages between Dec 1, 2022 and Jan 31, 2023. They failed to responded. We contacted the company again on Feb 5, 2023 and again on Feb 13, 2023. We have photographic evidence the roof was not sagging prior to Indiana Residential installing a new roof in August 2020. The response we received from the company Feb 15, 2023, " I saw the sag in the front porch area of the house. That is definitely a structural issue not a roofing install issue. I am not quite sure what would cause it but it has something to do with the framing." The roof was replaced based on a home inspection that found no structural defects and further why would Indiana Residential have replaced the roof if there were structural defects. Indiana Residential's own report doesn't mention any structural defect. We purchased the home so photos of roof are online prior to Indiana Residential installing the new roof. We are experienced homeowners. Sagging roofs are often caused by defective, shoddy workmanship of the underlayment, moisture barrier or shingles being installed wrong. Attached is receipt for roof repair that offered a warranty transferable to new owner and photo of the original roof prior to Indiana Residential installing the new roof. Clearly the roof is not sagging.

  Business response

  02/17/2023

  Good Afternoon,

  Attached is a photo addendum showing the before roof replacement picture provided by the current homeowner and a recent photo taken this week of the roof.  I have highlighted both photos so that you can see the line where the sag begins was present in both photos.  We were contracted by the previous owner to replace the roof August of 2020.  A complete roof replacement was completed.  The roof is not leaking and there are not any issues with the shingles that were installed.  There is a slight sag in the roof at the front of home over the front porch but that same sag was present when the roof was replaced and believed to be a structural defect and not associated with the roof replacement.  Therefore, the sag is not a warranty related item.  I apologize for any breakdown in communication and we are looking into our internal processes to make sure any communication issues are addressed. 

  Customer response

  02/17/2023

  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. 
  

  
  

  The roof replacement the sole driving factor for our purchase of the real estate.  Our acceptance of Indiana Resdential was based on their reported reputation, warranty and claims of quality workmanship. 
  

  
  

  *********** is not at all addressing the actual issue of an indentation, a pocket of shingles caving in on the front porch roof area.  There is moisture in attic that is impacting the living area.  *********** made no effort to speak us in person to hear our concerns when they claim to have inspected the roof.

  
  

  What the company raises in the so called line circled of the line of sagging shingles at the front porch is exactly what they were suppose to repair with a roof replacement. That line was not present after Indiana Residential replaced the roof.   Further the line now has gotten much worse as the photos show.  That area of the roof was suppose to have the underlayment that was weak replaced.  We do not believe the underlayment was replaced in that area. Again the company never raised any concerns of structural issues when they accepted payment for repair of real estate that is in escrow.  Indiana Residential concealment of known problems and/or faulty workmanship along with their failure to properly inspect the roof raises concerns that was a criminal act on their part.  Mortgage lender and insurance company relied on the reputation of Indiana Residential to report the facts and replace the roof properly.  
  

  
  

  Indiana Residential replaced the roof failing to mention any structural problems or making any note of the original line of sagging roofing that existed before they accepted the contract to replace the roof.  Nowhere in the receipt did Indiana Residential at all make any note of the sagging roof line.  Nor is it at all noted in the receipt that any structural issues were found during the roof replacement.  Its relevant that the home sale was entirely reliant on a proper roof replacement.  The inspection report found numerous issues with the roof where we would never have purchased the property without a roof replacement by an insured, bonded and reputatble company.
  

  
  

  Indiana Residential did not provide a photo of the completed work after they replaced the roof.  *********** also did not provide any post installation inspection reports. 
  

  
  

  As an elderly couple where my husband is a vet we feel Indiana Residential has treated us with utter disregard where their failure to communicate has caused unnecessary stress and suffering where we fear our home could be a total loss as a result of a shabby roof replacement.  We note the ***** response of this company to the BBB to protect their reputation where they totally ignored our pleas for warranty work on the roof.  We feel this issues warrant escalation to the Indiana State Attorney General. 
  

  
  

  Regards,

  
  

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

  Business response

  03/02/2023

  Good Afternoon,

  We were contracted by the previous owner to replace the roof.  The sag was present at the front porch at that time and not an issue that would prevent roof replacement.  Correcting the minor sagging was not part of the scope of work we quoted or were contracted to complete.  The roof replacement was completed as requested.  We do provide a transferable warranty for the roof replacement.  There is not a warranty issue at this time.  The roof is not leaking and the shingles are not defective.  Any additional repairs would be at an additional cost.

  Customer response

  03/02/2023

  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. 
  
  

  I do not accept the business response and do not believe the business lived up to the warranty on the roof.  My complaint was forwarded to the state attorney general.
  

  
  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. ↩