Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since installing a new roof on my house in Sept. 2022, I have had sis leaks. They have come and fixed the first five. The last one was last October. Todd S****, Salesman, came out that week and said he has to get materials and will be back. Finally, I contacted him in March of 2023 and after exchanging emails, he said he would get together with expeditor and schedule repair. Nothing happened. I got in contact with the Owner, Brian T********** on June 26th. He called me 6/27 and said he knew what the problem was and would be out on Monday July 1st or July 2nd to fix problem. He did not show up and has not called. It's now been nine months since I reported the leak and it is still leaking and I'm being ignored. I'm tired of it and aggravated that I now have paid $11,100.00 for a damaged roof and am now being ignored. I'd like to get the BBB involved prior to contacting my lawyer. Any help you can provide would be appreciated. Thank you.

  

  Business response

  07/25/2024

  Mr *****, we have not denied or fought that there is a leak. The leak is in fact at the car port area which we did not roof and not under our scope of work or warranty. You live in a mobile home with a car port attached, we have been back multiple times out as to try and fix the port leak with no charge and appreciation for your business. Brian missed his appointment on a holiday short week. We have in fact tried our best to rectify the situation even though the leak is on the roof that was not touched. Todd has been out multiple times and in contact with you. We have tried to setup appointments with you and just like us, your schedule is very busy, thus we have not connected.

  Customer response

  07/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   At the time the job was sold to me by Todd, I was told that you would install an "ice shield" or something like that to ensure no leakage where the roof meets the car port/sun room.  Also, this did not ever leak until you installed the roof.  If it wasn't part of your responsibility, I find it hard to believe that you would have come out a couple times to repair.  Brian assured that he would be out to fix it on that "holiday short week".  Never showed up and never called.  Doesn't sound like good business practice to me or something you should actually add to your response.  When the first 5 leaks happened, getting in touch with me was easy.  We've never missed each other.  I am retired and open to calls and appointments any day of the week.  To say you've tried to contact me, and we both have busy schedules, is just not true.  When Todd was out last October he said he just needed the materials  to fix and would ge tback to me.  Brian also said he knew what the problem was and he was gonna fix it.  Then, as previously mentioned, no show and no calls.  I firmly believe that you have no intention of coming out to fix this and if that is the case, let me know.  I will then move on and try to get this situation corrected in other options I have available to me.  This roofing job that my wife and I wanted to get done before we retired has been nothing but a nightmare.  To this day, we cannot repair the stains on our ceilings that the leaks caused as we have no confidence that it won't leak again.  We had a dry sunroom and now we fill a garbage can with water and empty it when it rains.  We had to replace a microwave that was stored in our pantry cause a leak ruined the electrical portion of the unit.  We had to throw out a small nightstand piece of furniture that warped cause water leaked on it.  We had to get the carpet cleaned in a bedroom cause the floor was stained from a leak.  To say we are unhappy with your service is an understatement.  We were very patient and understanding when you came to repair the first five leaks.  Now, the ignoring of promised calls and appointments, and now untruths as to respect to our availability is more than I can stand for.  Please let me know as soon as possible what your plans are regarding this leak.  Because, as previously mentioned, I just want to do what I gotta do to get it resolved.  This nightmare has gone on way too long.   I want to get this off my plate.   I eagerly await your response.  However, it's reached the point where I am not optimistic that you will do what you should do, or what your promised.    Regards,  ***** *****

  

  Business response

  08/09/2024

  Brian was out and inspected the roof today (Friday 8/9/24) during heavy rain with the homeowner, per discussion we are going to attempt to rectify the leak again.

  Customer response

  08/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Yes, Brian did come out to look at the roof.  We spent about half an hour discussing Brian's thoughts on how to repair the leak.  He said he had to look into a couple of ideas and plans on having the leaks fixed next week sometime.  I accept the plan but as of now, the leak is not repaired.  However, I found Brian to be very cordial, professional and has a genuine desire to correct the issue.  I am waiting to see what happens next.  For what it's worth, despite rain in the forecast, during Brian's entire visit, it did not rain a drop and we stood for 15 minutes talking on the front lawn in the sunshine.  I look forward to Brain returning this week and completing his plan to fix the leaks.    ***** *****

  

  Business response

  08/15/2024

  Next week is confirmed with Brian, we will call Mr. ***** when the weather breaks,  we have the material already which was relayed to the homeowner today.We will update the BBB once Brian goes back out next week,

  Customer response

  08/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do agree that I have been told that Besroi will be out to fix the leak sometime this week.  I hope that this gets done but until it does, I do not agree to close out this complaint.  I will forward my notice to the BBB when/if that happens.  Regards,  ***** *****

  

  Business response

  09/16/2024

  BBB spoke to the business and the following was relayed: We have since gone out to Mr. ******* home and took care of his concerns for him.  We can provide pictures if needed.  Thank you.

  Customer response

  09/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Brain stopped out to my house today and said that he will be sending a couple of guys, along with himself, out to my house in the next couple days to replace approx. 10 feet of the roof section to try to fix the leak that is still leaking today.  I am satisfied that Brian is taking a hands on approach to fix this issue but as of right now, the leak is not fixed.  I am hoping that Brian's current plan fixes the issue.  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Frank Bundy

  Customer response

  09/20/2024

  I have reviewed the response made by the business in reference to complaint ID 21964505, and find that this resolution is satisfactory to me.  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. ↩