Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/31/2023 we used UpGraded Roofing to replace our roof. Last month we experienced a portion of the garage inside wall falling off due to it being wet. After being unsuccessful in finding the source of the water, we had to wait for it to happen/rain again. After exploring the crawl space, we eventually determined where a leak was. As we had our siding replaced around the same time, we contacted the siding company first. They immediately came out and explained the source of the leak was caused by the roofing work. We have reached out to UpGraded Roofing and have received no response (Called on 10/01, 10/02, 10/03, 10/08, 10/09, 10/15, 10/17 & left messages until mailbox was full; sent text on 10/08 & 10/09 when could not leave voicemail.)

  Customer response

  12/03/2024

  We finally heard from Upgraded Roofing and they came out to make some repairs yesterday.  Hopefully, it works.  I will let you know.  

  Thank you,

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Entered into contract to for total tear off and reshingle my house and shed. Job was completed late in October 2023. Three payments were made: deposit, insurance claim funds balance due plus $1,000 for replacement sheeting/decking = total $16,326.29. On April 2, 2024 while under the labor warranty period, I called and emailed the owner of the company, ******* *******, to tell him I found several issues with their work while on the roof that week. Namely, damaged gutter toppers were holding tree debris, flashing on 2 chimneys and front of garage were not properly installed or caulked, staples were coming thru a shingle on the upper roof ridge, flashing on a vent pipe on the upper roof was lifting, I sent photos of the areas of concern and asked *** ******* to install the flashing properly, replace the damaged gutter toppers and repair the other areas to correct the issues. After reviewing the photos *** ******* acknowledged the work was "sad" and agreed to remedy the issues. I also sent him photos of the gutter toppers that matched the existing toppers. After many follow up emails, repeat sending of the photos, calls and promises to have his people resolve the issues two dates broken to remedy the issues, the appointments were not kept and the issues remain unresolved. I have followed up multiple times from 4/24 thru 6/13/24 to resolve the issues without success. Mr. ****** says it will be take care of, possibly in multiple trips, but refuses to set firm date or time to complete the work. He is aware the 1 year labor warranty period is half expired. Additional photos of existing work can be provided if needed.

  Customer response

  12/13/2024

  12.12.2024 BBB received notice from the consumer that the business has addressed her complaint issues and that her complaints can be closed.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August of 2023 I had UpGraded Roofing install a new roof on my home. The installation went smoothly and the issues we experienced were due to the insurance adjuster. I January 2024, we started hearing a low humming noise in our front 2nd floor bedroom. The noise sounds as if it is coming from above and only happens when we get winds from the south. We had our windows checked to see if there was an issue with them but they checked out fine. Since the noise sounds like something vibrating we decided to have the roof checked to make sure nothing was loose or damaged. I called 19 Jan and had to leave a message. They returned my call and after I messaged details they said they would be out to check the following week. No one showed. I messaged the 26th requesting status and received no reply. I called again the 29th and had to leave a message but received no reply. I messaged Feb 5th explaining I originally called on the 19th and received a response saying they would be coming out (but no date or time). A tech finally visited the house on the 5th, but he did not have a ladder long enough to get on the roof and said he would be back the 6th or 7th. He did not show. I messaged the 12th to ask what had happened and was ask for all my details again so I recapped the problem and timeline. The manager said he would check with him and that was the last I heard. My initial experience was good with this company but it appears that once they have your insurance money they just don't care. I have yet to be given a day or time that someone will be out to check my roof. Even though they claim excellent warranty and service, that just has not been the case. I'm not asking anything unreasonable, I just need someone to verify the integrity of my roof and repair if needed. The lack of communication and total disregard for the customer is unsatisfactory. UpGraded Roofing needs to do better period.

  Business response

  03/22/2024

  ---------- Forwarded message ---------
  From: ******* ******* <******************************>
  Date: Fri, Mar 22, 2024 at 4:03 PM
  Subject: Re: BBB Accreditation at Risk of Suspension Please Reply
  To: ***** ***** <**************************>
  
  
  This has been resolved please check with home owner
  Or call me
  ***********
  Sent from my iPhone
  
  > On Mar 22, 2024, at 9:48 AM, ***** ***** <**************************> wrote:
  >
  > ********

  Business response

  03/26/2024

  3.26.2024 KG spoke with ******* *******. He said he went out to consumer's home for claim that when wind blows consumer could hear  humm sound. ******* said the problem was with a gutter that the corner of the gutter guard was not attached so he fixed the issue for consumer. His company did not install the gutter guards. ******* said there was no problem with the roof.

  Customer response

  03/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The technician was thorough and communicated well what he was doing and apologized for the delay. Appreciate the effort.
  
  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. ↩