Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were hired to replace my roof and gutters and the work was "done" on November 1st, 2024. After finishing I was unhappy with the job quality so I called and asked them to come back to address my concerns. My representative came back out and took pictures of everything to get the materials to make the necessary corrections and schedule to have my concerns repaired in a few days. The next day the crew that did the installation showed up at my house unannounced to question me on why I was unhappy and tried to dismiss some of my concerns. Additionally, they wanted to do the corrections that day even though there were only two hours of daylight left in the day and they didn't have the material in hand. I contacted my rep to let him know that they showed up and wanted to start working now as opposed to our scheduled time which was for the next day. They left and returned the next day and made some of the corrections that were addressed; However, many of them left unaddressed and some areas looked worse. When I asked about the remaining issues that have not been amended, my rep was unaware of what work had been done and what remained. The rep stated that the crew did not send him pictures of the job done. I have reached out multiple times to both my rep and the main office and after waiting for a month they finally called to tell me that a new person was taking over and that the operation chef would be calling to set an appointment for me to go through all of my issues for the 3rd time. It has been three weeks and they have not been in contact since.

  

  Business response

  01/03/2025

  Here’s a reply draft for Freddy Ayón:
  
  ---
  
  **Subject:** Follow-Up on Roof and Gutter Concerns  
  
  Dear *******

  Thank you for your patience and understanding as we work to address the concerns with your roof and gutter installation. I have personally reviewed the issues you brought to our attention and can assure you that we will resolve everything to your satisfaction.  

  
  Due to the current weather conditions, we will need to wait until it is safe and appropriate to perform the necessary corrections. However, I want to emphasize that your concerns are a priority for us, and we will take care of them as soon as the weather permits.  
  
  We greatly appreciate your understanding and cooperation during this time. If you have any additional questions or need further updates, please feel free to reach out to me directly.  
  
  Thank you for trusting Innovative Roofing, and I look forward to ensuring the final outcome meets your expectations.  
  
  Best regards,  
  ******** ******  
  VP- Innovative Roofing  
  

  
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amount paid $7,393.17 Date of service: last 3 weeks They were hired to repair roof, fascia, soffit, and gutters after the storm. The shingles were loose and I had to hire another company to correct it. The fascia doesn't match the existing fascia of the house. Soffit is installed incorrectly/crooked in one area. The gutters are missing downspout extensions in 2 sides of the house.

  

  Business response

  10/21/2024

  Thank you for bringing your concerns to our attention regarding the recent work we completed at your property. We sincerely apologize for any inconvenience you have experienced and appreciate the chance to address and resolve these issues promptly.
  At Innovative Roofing, we pride ourselves on the quality of our work and the satisfaction of our customers. It is clear in this instance, we did not meet the high standards we set for ourselves and our clients. We are committed to making this right.
  I understand the issues you’ve outlined. To ensure everything is resolved to your satisfaction. Our team will thoroughly address each concern, ensuring all aspects of the project meet your expectations and our quality standards.
  We value your feedback as it helps us improve and serve you better. Thank you for allowing us the opportunity to correct this matter. We look forward to restoring your confidence in our services.
  Please feel free to reach out directly to me at ************ or ************************** if you have any further questions or need additional assistance.
  Warm regards,

  Innovative Roofing

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