Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2017 ******* Roofing replace the roof as well as other work at the residence following a severe hail storm. Historically, there has been an issue with the roof leaking at the chimney. In January 2023, I contacted ***************************** regarding this issue as well as other repairs. In our last telephone conversation Mr. ******************** advised me that no further warranty work would be completed until I had a new cap installed on the chimney. Additionally, I request he price work to be done on my mother's shower. He provided a lump sum quote. I asked for a matieral/labor breakout which he refused to provide. His company demo'd my mother's (who has dementia/mobility issues) shower leaving us no option other than the 2nd floor shower.. I feel Mr. ******************** took advantage ot 2 older females in 2017 and attempted to do the same in 2023. Mr. ******* stated that I owed him additional monies for work done in 2017. He executed a final lien waiver before receiving payment in excess of $26k.

  

  Business response

  04/03/2023

  In September of 2017 I work with ************************* (*************************** mother) of ******************************************* insurance company and got her settlement for $30,300.17 she made many changes that was not on the scope of work listed on insurance claim like a custom built door that she wanted that costs over ****.   After work was done we begged for payment over a year and a half (March 27 2019) before we could get paid. She wanted us to sign a lien waiver and we hoped to get paid total due ****** but the check was for $26,000. She said she would pay the rest the following month.. We had to eat $4800.
  

  We had a call from ******************* about a roof leak in the den in front of the fireplace. We again removed and replaced all chimney flashing.  Told ******************* if this didnt stop the leak she would need chimney masonry cap installed. (Not on scope of work from insurance Co)
  

  On 11-09-22 Give ******************* a price on replacing two large windows with half round tops.
  In January 2023 for shower enclosure and that's when I saw the damage from the leak on the sheetrock. I asked why she hadnt called me. I had the crew there the next day and we removed the flashing and installed new flashing again. I told her if it didn't fix it was definitely the cap that I told her before she needed it in 2017.  
  Back to the shower enclosure that she is wanting done gave her a price she said it looked good and to start as soon as possible. had the crew go and tear it out and then she told them that she had not accepted the job and they shouldn't be there(after she let them in and watched 4hrs them tear down the shower) And that she was not going to pay. Called her that afternoon to resolve this issue that she said they were lying. I have known and worked with these people for over 35 years and they would have no reason to lie. She was also told out it would be 3 days before we could come back and she said it was no problem she was already taking her mother upstairs to wash because the shower was so bad damage you can fall through the floor. The next day she called me very rudely telling me I need to fix the Chimney leak and she was mad that she wasn't going to have the shower for 4 days and I need to get over there and stated wanted the estimate broke down that it took the crew only 2hrs to do (they were there 4hrs) and not paying the high price.  So I (let things claim down) waited till Monday morning as schedule to return (As got the engineering letter now for floor tear out and rebuilding floor system) called several times no answer.
  

  I have no ill will against *******************. (I even offered to check in on her mother when she couldn't). Anyway would like to get this matter taken care of with both parties happy of course But will need some payment up front as good faith
  P.S. And apologize for the slow response as lost a close Family member.
  Sincere Regards
  *****************************

  
  

  Customer response

  04/03/2023

   
  Complaint: 19622954
  
  I am rejecting this response because: Total lack of trust with business and their business ethics.  Tear off and replace roof due to materials being reused in 2017.  Acceptable only if job closely monitored.  No ill will; ****** learned.

  Again, Matthews Roofing executed a final lien waiver. 

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

  

  Business response

  04/09/2023

  **mplaint: 19622954
    We are **mmitted to providing each and every customer with a positive experience and are proud of our track re**rd in offering high-quality service. We apologized for this issue and had hoped to reach a resolution to settling this and **mplete the outstanding **ntracting work agreed upon with the estimate provided.
    Our office is diligent about keeping detailed re**rds of all in**ming calls, text and emails, to avoid any discrepancies in our services. As you will see below, we have done our due diligence in adjusting the s**pe of work for this client multiple times,prior to the start, and during the **urse of the project.
  -Matthews Roofing executed a final lien waiver has been stated several times now. ******************* executed the lien waiver. 1 years after job was **mpleted us pleading for payment. ****** sent to us and signs if wanted to be paid.
  **py of your email: [On Tue, Mar 5,2019 at 7:21 AM *************************** <**********************> wrote:Good Morning, Got through to the insurance folks. I have to send you their lien waiver (as soon as I can get on their website).  Apparently, it was approved by the mortgage **mpany and sent to another **mpany for final processing.   Ill send the waiver as soon as I can get it from their website]
  -Regarding the reuse of material statement, In Sept 2017 large Hail storm made much material unavailable on east **ast as flashing kits for skylights.  The REUSE of the flashing with new skylights. This was insisted on by the client( know u remember this your mother, you and me on back porch looking at skylight on back of house), as she did not want to wait the 2 weeks for the new flashing kits to **me as she had front skylight in her bed leaking so bad that the ceiling was falling down.  So After thorough inspection of the flashing, it was determined they were usable and would not **mpromise the work as made of 12ga aluminum and can be reused if same model skylight is used, Also the insurance ** only **vered new skylights and not new flashing kits NOTE FROM INSURANCE REPORT  ( I like to use new because paint is faded a little) Skylights were high on roof so **uldnt be seen therefore I agreed to the clients request. And there are no issues with the work **mpleted to date.
  

  Other roofing ** she hired **nfirms what I been declaring to ******************* since 2017 ---Chimney Cap: The **ncrete chimney cap has numerous cracks and voids that source of water intrusion. A metal chimney hood is high re**mmended.
   I do not believe the client would have called for additional work to be done 6yrs later, including building her a new house **ntracted by Matthewss builders & Roofing ** if there was any fault with prior work **mpleted.
  **************** was a very happy customer and expressed all positive responses with all the work **mpleted the last 6 yrs. Additional she had provided plans to us for her house that she wanted us to build for her once this work was **mpleted. I still have the house plans that were provided, which we were discussing in detail, the day prior to the sudden phone call that I did not feel was justified because all was discuss the day before. I do feel I may have failed to handle the harsh negative **mments and spoke harshly escalating this matter and I will write and send ******************* to apologize professionally.
  I pride myself on my **nsistent BBB rating,which in essence can make or break a **mpany, and would not jeopardize this in any way, as this is how I support my life and family.

  Customer response

  05/05/2023

   
  Complaint: 19622954
  
  I am rejecting this response because:  

  ****,

   

  Include removal of remaining demolition debris (from my mothers  shower) on my patio left by your subcontractors, and I will accept this resolution. 

   

  I am not thrilled.

   

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

   

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

  

  Business response

  05/10/2023

  *******'s accepts the terms

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