Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 18, 2023 I contracted with Southern Premier Roofing to replace the roof on my residence, **************************************************. Previously, I spoke with representative ***************************** at length about my large deductible I had with my insurance company, how I would have to take out an equity line on my house to afford the deductible and how I had two daughters-one in college and one a couple of years away from college as well. I felt **************** was very friendly, understood my financial situation, and was supportive in trying to help in any way he could. He even offered to provide their Golden Pledge warranty at no cost to me. Unfortunately, he also slipped in an extra $2,100.00 fee for a "roof upgrade". I didn't notice this-my fault I guess. However, at no time did **************** discuss with me any roof upgrades, neither were any roof upgrades detailed or listed n the contract. I did NOT sign off specifically on any upgrade, but I DID sign the contract. The contract was done on an Ipad type deviceand I did not actually see the whole contract very well at all and was not provided a copy at signing.I have to say, I was and am VERY pleased with the roof, the day of build and the cleanup after. I was very satisfied with this company, UNTIL I was contacted for payment of an additional $2,100.00. This additional amount raised my **** square foot roof from $13,850.82 to $15,950.82.I realize they have a signed contract stipulating I pay an additional $2,100, but I feel I was thoroughly misled regarding upgrades. I would NEVER have agreed to any upgrades as my financial situation was and is very closely budgeted. Further, no upgrades were detailed on the contract. I contacted Southern Premier accounting department asking for a detailed list of what upgrades I actually received. I have not received a response.I would like a full dismissal of this $2,100 charge. As I stated before, I was thoroughly pleased with my new roof. Now I am disgusted with how I was fooled.

  

  Business response

  11/22/2023

  Called and spoke with ** about his concerns.  This has all been resolved and ** is happy with the results of the work performed and also the solution.  He agreed to recommend us in the future.  

  Customer response

  11/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I also received a call from **** with Southern Premier Roofing just a few hours after filing with BBB. He explained he was unable to reach me yesterday and apologized for the miscommunication during the whole process. He stated that Southern Premier has waived the additional $2100.00 fee for upgrades. I also received my warranty information from **********************************

  My faith in this company has been restored and I would highly recommend in the future.

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southern Premier Roofing replaced my roof in December of 2022. I owed a balance of *******, and I was planning to pay the balance at the end of February. On or around February 11th, my roof above the bay window started to leak, and I spoke with the manager/owner. Water was actually coming inside my house. The manager/owner sent out a man named ****. The owner also texted me that it was probably the flashing. ****, came on February 14, 2023, and he immediately noticed that the flashing was not done properly. (I have the text messages in my phone). After the repair, **** promised that the owner would come out and take a look at the inside damage and repair the paint above the bay window leak. After speaking with the manager on the phone, he said that the leak was not there fault and that he would determine if they would cover it or not. Today, I received a legal paperwork from ************************************** demanding the ******* plus and additional ****** in fees. I still have the text message in my phone where the owner said it was the flashing. They need to come out and repair my ceiling for the damage done to the paint and bay window. They also need to not threaten me with legal paperwork when they are at fault for not repairing the damage they caused.

  

  Business response

  03/28/2023

  *******************,

  Please find attached photos of the issue that you're experiencing. This was a leak that you had prior to ** installing the roof, and then again, after the roof was replaced. You are correct that we assumed it might have been from the flashing, but after sending **** out and him further evaluating we determined that the roof and flashing is fine. It is your brick that is coming apart and causing the leaks around the bay window seal. The brick has nothing to do with our roofing work, you will need to get a brick ***** out there to repair that as that is a structural issue of the dwelling, not the roof. We put some caulk on the top side of the brick for the time being so that you hopefully don't experience leaks until you can have someone come out to fix your brick.

  There is a misunderstanding as to what the true issue is. Hopefully the photos provided clear up the miscommunication.

  1) We are not responsible for leaks not associated to the roof.

  2) We also do not provide warranties on unpaid work. 

  Customer response

  03/28/2023

   
  Complaint: 19859646
  
  I am rejecting this response because: My bay window was not leaking before Superior Roofing put on a new roof. Also, I have pictures that prove my bay window area had been freshly painted before the roof was replaced by this company. I also have attached the text message where the manager admitted it was "probably the flashing". When **** arrived on February 14, 2023, he said he could see that they didn't caulk the flashing when they put on the new shingles. **** was at my house for at least ***** minutes repairing and caulking the area that was left unfinished by this company. 

  My brick is not damaged in any way because the roof has not leaked since **** fixed/caulked the flashing/roof that was left undone. This company needs to pay for the damage that was done to the inside of my house due to their negligence of not caulking the flashing after replacing the roof/shingles. 

  Please read attached text messages from the owner/manager. His number is **************. 

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

  

  Business response

  03/28/2023

  In response to the text, we used the word "probably" based upon an assumption rather than matter of fact. Obviously we could not tell definitively the true issue until we physically inspect something. 

  See attached photos taken of your bay window the day we installed your roof. This proves that we properly caulked the flashing, in fact we used copious amounts. If you refer to the original photos sent in the previous message that are circled, the difference is that when we came out to inspect, **** added caulk to the TOP of the brick, because as mentioned, your brick is broken and it is leaking from the brick. This is why you have not experienced any leaks since **** came out, because we added caulk to your broken bricks. I would advise you contact a brick ***** company to fix the issue, as it is not associated to the roof. They will validate what we are saying. 

  We stand behind our expert decision unless proven otherwise.

  Customer response

  03/29/2023

   
  Complaint: 19859646
  
  I am rejecting this response because: There is nothing wrong with my brick. The roof has not leaked since **** came out and did the caulking properly as the owner stated in his last e-mail.

  Also, the roofing company should repair the inside damage to my property because it only leaked after they replaced my shingles.

  My insurance company paid for the inside of my house (the area covering the bay window) to be freshly painted before you repaired the roof. I have pictures of the area freshly painted before you put on the new roof. So it was the flashing and it was done improperly by your company.

  I have saved all of the e-mails that I sent to my insurance agent with the pictures of ************ window newly painted (not leaking inside) before your company replaced the roof. I have attached proof that I sent pictures of ************ window to my insurance agent after it was painted, and before your company replaced my roof and shingles above the bay window. Also, again my bay window area has not leaked since **** made the repair. If it was the flashing or your responsibility, then **** would not have done the caulking when he came in February and my ******** window would still be leaking. 

  I also believe that this manager or owner has no intentions of respectfully and professionally resolving this matter because I am a person of color and a female. 

  Sincerely,
  

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My roof was installed on February 24, 2022. Prior to installation, we discussed the process with the company and were told that clean up would be part of the job, including removal of the hundreds of nails that would be taken out of our old roof. The roofers installed the roof while I was at work. I came home to an absolute mess. My house is white and I had tar smudges on all sides of the house. There was trash in the front yard, back yard, and even in trees. There was also trash left on the roof that was flapping under newly installed shingles in the wind. There were nails on every surface of the ground around the house. My back deck hadn't been tarped like they said it would be and the paint on our railings and steps were damaged from the roofers throwing old pieces of roofing off the back of the house. Also, because they hadn't tarped the back porch, there was tar on EVERYTHING. My wife and I spent three hours cleaning up this mess. We picked up hundreds of nails and screws, and we're still picking them up to this day. When it storms, we also find more nails from the roof, which is concerning. We raised this issue with the company and they came and took pictures of the damage to our railings and smudges on our house. However, even after multiple people were sent to "resolve" these issues, none of the smudges were removed and my wife and I had to work to clean all of these that we were able to reach ourselves. After my wife and I spent our morning cleaning up after the roofing crew, I called and spoke with both Jan and Jessica regarding my frustrations with the installation. They listened to me and were polite, but offered only apologies for the failure of the roofing crew to clean up behind themselves, despite this being part of the service we paid for. When I asked to speak with Jessica's superior to voice my complaints, she said she didn't know who I should speak to, but she had taken down my complaint and would be in touch when she found out. I didn't hear back

  

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/04/06) */ We have gone out to resolve these issues on multiple occasions. Our production team went back out after the build was complete to do an additional sweep for nails and to pick up any other trash left behind. We also came out to clean off tar smudges from the sides of the house. We communicated with the homeowner that we would touch up the paint on the back porch. The customer stated they wanted to have their entire porch painted so it would all match so we agreed to compensate them $200 for the inconvenience, which they agreed. After these attempts, we sent our office manager to meet the homeowners to review their concerns. We came to an agreement which resulted in sending our foreman out again to address all concerns. At that point we were under the impression that all issues were resolved. Shortly after, this submission has come in and since this submission, we have attempted to call both homeowners and have left voicemails but have not heard back at this time. Consumer Response /* (3000, 7, 2022/04/06) */ This company made this a very difficult month long process because unless we held their hand through the issues they should have taken care of the day of or the few days after the roof installation, they would have never been completed. There remain outstanding issues with smudges on the house and, due to their lack of communication, we spent several hours doing clean up we paid for ourselves. We should not have to repeatedly call and raise issues to have these basic items resolved and want other homeowners to beware of the problems we had with this company. As the company was contractually bound to cleanup their mess and compensated for something they failed to do, we are due compensation for the portion of the contract dedicated to cleanup. More Information from Consumer: I made contact with SPR and we came to a satisfactory resolution to my raised issue.

*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. ↩