Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house in 2020. I spoke to my contractor in September 2020. The roof was new, so we were not anticipating trouble with the H3430**38303637383833H. The house was built in 1846. The H3430**38303637383833H was actually set up incorrectly to where it is actually funneling water into the house instead of away from the house. It is causing mold and mildew trouble in the house. They agreed to send up a drone to look at the roof. It took a couple months to get him to come back with a drone to fly above the house. The drone wasn&#**;t close enough to see any problems with the roof. Another person who is a professional drone pilot, *******************, ran his drone over the house. He could see where the problem was. Whenever I try and speak to the company, I am never able to speak to the owner. He is out of the country, and they don&#**;t know when he will be back. There is no one else in the company to speak with about this. ******************************* is the *** has never spoken to me. She said I should find another H3430**38303637383833H company. They say they do not speak with customers.

  

  Business response

  02/09/2024

  Our company entered into and fulfilled a contractual agreement with the previous homeowner of the property years ago. We installed a new roof for the previous homeowner. The homeowner had no complaints of leaks or need for additional work to be performed. We have never entered into a contractual agreement with the current homeowner who filed this complaint with the BBB. When he called our office we agreed to come out to the property as a courtesy. Back when we installed the roof, we did not change the structural integrity of the roof or home to alter the functionality of the roof. The house was built in 1845 and it was noted that the structural integrity of the home itself is deteriorating and the stucco is crumbling, which could cause any structural elements above to deteriorate and crack allowing water to come in. ************** insists a cricket should have been installed on his property based on whatever someone else advised him. Manufacturing standards dictate a cricket is advisable for a chimney with a water run-off ledge that's more than 24 inches wide. ****************** chimney water run-off ledge is about 8" and therefore not required.
  We are not structural engineers and suggest the homeowner seek out someone with that expertise. Regarding his request to speak to the business owner, this is a corporation with hired staff in our local office to assist customers and those hired staff and management are who the customers speak with. When management reached out to me regarding the issues with *******************, I recommended he seek out a different construction company to assist because there's nothing more we can do for him.
  Additionally, the few times our team has interacted with **************, they've expressed incredible discomfort in his presence and felt he was inappropriate. (For example- our sales representative noted that ************** would continuously allow his pants to fall down and expose his naked rear. Additionally, ************** invited our production coordinator to see his "intimate corner" in his home. Whatever the heck that means.) We will not be returning to the property in any capacity.
  
  -*******************************, CEO

  Customer response

  02/12/2024

  Complaint: 21249614
  
  I am rejecting this response because:
  
  Your roof is in on my house.  It was put on right before I purchased my house.  There is a one year guarantee on the roof.  You have dragged your feet.  I have investigated ways to not involve you, but the roof that you installed is contributing the problems.  While I appreciate people coming to my house, they have not gone into the attic to see where there is damage.  I don't know if you have viewed the pictures or if you have questions about them.  Now that the drones have taken a look, we have a better picture of what is wrong.  Let's keep the responses professional and avoid personal attacks.  Let's see how we can work together to remedy this.  This is an old house of historical significance.  I need your help in preserving it.

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

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked if there were other solutions to stop the leaks on the roof until I can afford financing? I was told that he doesn't know if there is a sure fix other than tarting the whole thing. I asked for a quote for tarting which is $1,250. I was told that I would need to pay half up front and the remainder after completion. . I signed the contract and paid $625 down payment over the phone on Feb. 3. I was told that I would be contacted with a date to install tarting. On February 12 I texted and asked when they plan to contact me regarding tarting. I got a response that tarting had been done on the past Monday. On Feb 14th I informed him that no one contacted me and he said he would check into why I wasn't contacted. I went to look at the tarting on Feb., 18th because that was the first date that I was off work before dark, and it was ripped, bricks on top of the tarping, vent pipes were covered. I never received a response. Feb 23, I called TODT roofing and asked to speak with the owner. I was told he isn’t available and left a message for him to return my call. I received a call from someone else about the tarting and explained my disapproval of the service provided and he stated that it was meant to be a band-aid fix. I told him I am not paying the remaining balance of $625 and he said they would come to remove the tarp and have their lawyer contact me. I told him that would be fine with me. Not only was it done unprofessionally but also hazardous. If I was given the opportunity to be there on the day of installation, I would have refused their service and requested a full refund. The tarping installed is not durable and I could have purchased the same items from lowes. It's the type and quality of tarp that I cover my mowers in my yard, except they last longer.

  

  Business response

  02/28/2023

  The customer requested a cheaper option to replacing the roof on her commercial building, our only suggestion was a temporary tarping. She signed a contract for our company to tarp the entire roof of the commercial building and secure the tarp with 2x4's. Contract is attached. Our sales representative specifically noted in the verbiage that it was a temporary fix and that heavy winds and storms will disrupt the tarps function. The type of tarping used is standard in the industry. Due to the nature of this project, no warranty was offered. Unfortunately after the repair was completed, our area experienced severe storms which in turn caused the tarp to shift. This was stated in the contract that it should be expected were storms to occur. The nature of a roof tarp is intended to be temporary until the roof installation is to begin. We apologize if the customer was under the impression this would be an even semi-permanent fix. Our contract clearly states it's a temporary solution. 

  As for the communication issue, we appreciate the feedback and will be sure to remind our production team about the importance of clear communication with customers before going on site in the future. We value customer satisfaction and want to keep lines of communication open. 

  As a courtesy, we are not pursuing the payment of the remaining balance owed to us by the customer. 

*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. ↩