Complaints

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Synder's Unlimited Contracting LLC came out on 8/13/23 to assess damages to roof and provide an estimate to replace the roof and fix damaged areas. We approved the quote and the roof was replaced within a couple of weeks. The first payment of $8,878.49 was paid on 8/16/23 and a second payment of $1,478.33 was made on 10/6/23. Late payment was due to confusion with insurance. Did not have any issues with the roof until we got heavy rainfall on 3/5/24 when the roof started leaking into our hallway. I called Snyder's Unlimited on 3/5/24 to get someone out to look at the roof. After multiple attempts I finally got ahold of someone that said they were putting in a work order and would have someone over in the next couple days. I waited all day on 3/6/24 and never heard from anyone. Called Snyder Unlimited again on 3/7/24 and was told the worker just received that work order and would be calling me shortly to schedule repairs. I did not hear from anyone else the rest of the day. Called again today 3/8/24 and left a voicemail since there was no answer.

  

  Business response

  03/08/2024

  Hi Ms. ********,

  We appreciate you reaching out to us. I apologize for your inconvenience. I talked to our technician and he said he had reached out to you today and set up an appointment for Wednesday. If you need anything else please do not hesitate to contact us at our main office ***** ********. Thanks! 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Snyder's Unlimited repaired my roof in early 2022. We were originally quoted for a roof replacement that was covered by insurance. During the process of repairing the roof, leakage occurred our upstairs bedroom, damaging the drywall, paint job, and internal doors. We worked with our rep to revise the claim, and over $20K was added to the claim. But our insurance adjuster said the leak was not due to storm damage, so they only paid $1700 for remudding the interior, not for repairing the section of rubber on the roof leading to the leak. So we paid $1200 for Snyders to repair the rubber section of the roof, and then had the interior repairs completed including paying out of pocket for repainting. Less than 9 months later, there is an interior leak in the exact same place as was supposed to have been repaired, so now we have interior damage again that is unlikely to be covered by insurance, work we paid for that is ruined, and so far I've only been given a weak promise to get someone out here to tarp the roof to stem further damage, and no real guarantee to fix the root issue. I think the $20K estimate to our insurance was quite inflated and caused delays that made the original repairs quite painful, and I'm honestly suspicious that the leak was probably caused by poor workmanship and there WAS NEVER A LEAK IN THE ROOF BEFORE SNYDERS STARTED REPLACING THE ROOF.

  

  Business response

  12/07/2022

  We were just told about the issue today. We haven’t even been given 24 hours to respond. The complaint is completely unwarranted and we fully intend on diagnosing the problem. We don’t even know for sure if this is a leak based on the roof replacement. We fully intend on coming out and remedying the issue if we are at fault. But we were notified at 9am this morning it is now 130pm. We have had exactly 4.5 hours to resolve this issue.

  Customer response

  12/12/2022

  Your own worker who came out to reseal the roof so that it didn't leak again said that the likely reason for the roof leaking after your installation of the roof was that the shingles were staged on the flat rubber section of the roof.  He also said the repair won't hold for more than a year, and that the prior repair, which I was charged $1200 for and was told should hold at least 5 years, only lasted a few months.  There was not any damage to the roof from wind, etc. this is a flat rubber section of the roof that was only determined to be defective after we noticed the leaks.  At no point during the original estimation process was this flat section of rubber even mentioned.  I see this as a result of poorly estimating the original job, not noticing an issue that was obvious just to your own worker this past week.  

  As I have stated when called, I have said that I am happy to update this complaint, but I will not be satisfied until I at least have a fair quote to fix the rubber section of roof.  This was originally quoted as something that would cost $2-3K and then it became $5K when I wanted to sign a contract for the work.

  While I am fully willing to pay for replacing defective workmanship, I also think it was something Snyder's should have noticed, should have been careful about, and not exacerbated by pilling hundreds of pounds of shingles in addition to many workers on the roof at once.  Clearly it was the strain of this that resulted in the leak.  I am happy to pay for Snyder's to complete fixing the roof, but I was told a repair would hold for 5 years, so I went with the repair because, quite frankly, I was exhausted by the 4 month process with your contractor trying to ask for too much money to fix an issue that was either my responsibility, or more likely, partially also your responsibility for poorly planning the roof replacement, rushing the actual replacement and putting too much weigh on the flat section of roof (and not even noticing or telling me something was truly wrong, and minimizing the issue after it was obvious).  

  I will be happy to respond that I have been satisfied when I actually am satisfied. 

  I saw that Snyder's was out at my house again on Friday (completely unannounced) as they went into my backyard and were looking at the roof, presumably trying to estimate something, so I look forward to receiving a fair estimate to replace the rubber section of the roof so that it doesn't leak anymore.

  I will remind you that I paid $1200 for the rubber to be repaired, another $1700 for remudding paid for by insurance, and another $1700 I paid a subcontractor of yours to repaint after all of the interior work was repaired.  I would have never spent all of that money for the interior repairs unless I thought the rubber section of the roof was adequately repaired to last several years as stated by your contractors.  

  Or more simply, you could have saved me a lot of grief by better diagnosing this issue upfront, not exacerbating by putting a lot of weight on that section of the roof, and being more forthright about it being a defect in workmanship that I bought with the house and wasn't at all aware of because I literally cannot get up on my highly pitched roof.  A little honesty, and a more reasonable quote to replace the rubber could have helped avoid:

  1) the new water damage that I have that I'm stuck paying for fixing myself now because of a shoddy repair job

  2) all of the back and forth with ***** **** insurance and this being dragged out

  The roof literally did not leak upstairs before you replaced the shingles.  Not in 13 years, but within a week of your work, it was leaking, what else can I conclude?

  Also, to act as if you didn't have an opportunity to handle this issue better and claim you didn't have "time" to respond is a bit rich when you dragged out the process for months by being negligent and not taking responsibility for making sure my roof was whole again, not just that you would get paid for the reshingling.

  And further, there were several quotes I asked for over a year ago when you approached me about needing a roof replacement - one was to replace our soffit and another was for gutter guards.  I honestly thought you would want that work to enhance the profitability of the work you did on our home, but I guess you were just too busy to bother finishing what you started, including leaving the soffit half attached over our front door, precariously because it was pushed further off during the roof replacement.  I'd really like a quote to fix that as well, or at least to remove the soffit completely.  

  It's honestly strange that you didn't give me quotes for that work, do you do that to all of your customers, or was this specific to us?  And if it was specific to us, why?  

  In any case, this is enough feedback on my part.  I am being completely reasonable in doing what I have to even gain your attention when I had water coming in my house again and didn't want to endure further damage.  I also think you dragged out the process to the point where there was substantial damage last time instead of just stopping it before it got so bad.  

  I really just want to get the roof fixed for once and for all now that it's obvious what happened.  

  
  Regards,
  
  ****** ********

  

  Business response

  12/13/2022

  You clearly didn’t want to wait for us to properly negotiate with your insurance company. You rushed the process so we did the repair you requested. Repairs are not now or ever have been warranted because they are repairs and not replacements. I’m sorry that your insurance company fought so vigorously against properly repairing your property. It is literally our job to make them pay for what NEEDS to be replaced. We cannot help the process took longer than you expected. But in the insurance world four months is unfortunately not that long to fight. We have fought claims for years not months.

  The leak you are accusing us of causing was definitely not our fault. Was present before work started. We gave you an estimate of how long the repair( since you chose not to replace) would hold. But there is no exact science or crystal ball that tells us it will definitely hold that long. If you would have paid to replace or waited for us to negotiate the replacement with your insurance company this wouldn’t be an issue now. We are sorry that we did everything you requested and it didn’t work out how you planned. We are not responsible for this leak or the previous one. But we will fix it correctly hopefully in a timeframe that is acceptable to you. 

  Customer response

  12/14/2022

  * ** ********* **** ******** ******** * ******** ******* *** ******** ** **** ******** ***** ****** *** ***** **** * ********* ******** ***** ****** ******* **** ***** *** ******** ********* *** ******** ********* ***.  ***** * ******** ********** ** *** ********* ******* ***** ******** ********** ****** a new adjuster was designated and my agent reached out to Justin to have him resubmit the claim.  He did nothing to resubmit the claim.

  The reason the repair had to be made was that there was interior damage resulting from the leak (which again, started right after you reshingled), and I had to stop the leakage.  After the high ball quote for the rubber replacement of over $5K, I opted for the repair.  I don't think anyone was even available to replace the rubber in a timely fashion and I wanted to stop the interior damage to my house from getting worse and I couldn't wait for the rubber to be replaced on your schedule.

  In short, I just want my roof to not leak.  You are roofers, I relied upon your expertise and did fight with the insurance company to get them to change the adjuster after Justin's complaint as I took that complaint seriously and I made every possible effort to allow you to resubmit your claim.

  In fact, the claim is still open so if you want to try to get it covered by my insurance, it's still open.  *** *** ****** **** **** ****** ***** * **** ******* ********* *** ********** *****.  So there was no effort to resubmit, you are incorrect in stating that.  I'd be happy to facilitate resubmitting the claim, but I think you need to have someone else submit the claim and work with the new adjuster.  Even my agent wanted to try to get this covered, but the insurance adjuster, along with your worker, both said there was a defect in workmanship of the rubber flat section of the roof, and if I had known that when you estimated the roof and that I had to pay for it, I just would have done that all at once and avoided interior damage.

  In any case, I'm the customer here and I feel like you are badgering me aggressively for speaking up about my very reasonable needs not being met.  You keep deflecting the argument back to the insurance company but you won't take responsibility for not noticing the defect in the first place and letting me know i had to address it when the rest of the roof was being reshingled.  It was obvious to the roofer who came out last Thursday that there was a defect, and the adjuster fought the claim in the first place because it was considered a defect.  If I had known it was a defect upfront, and that I had to pay for it, I would have just paid for it and done the whole job at once.  

  the only thing I rushed was making a repair so that I didn't have further water damage.  You also were very busy last summer and your rates jumped quite a lot.  Repair the rubber flat section for a reasonable fee and I'll pay for it, I don't care anymore.  But I think the $5K+ quote for that work was too high, especially when it was originally in the $2-3K range on the amended quote to my insurer, which I still have, btw.  

  In any case, your tone and the way you approach your customers shows in your responses to me.  You are not respecting my perspective, and complaining I didn't let you handle things when I did everything in my power to help you refile with my insurance company.  Proof in the pudding, you could still do that right now, so if you do not do that, then you've just proven my point.

  
  Regards,
  
  ****** ********

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