Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to repair leaks in a porch roof. After TWO attempts, I STILL have leaks!!

  

  Business response

  10/18/2023

    ********* recently experienced excessive rain, as a result, ************************** roof appears to be leaking over his porch.   We have communicated with ********************** about the condition of his roof and have every intention of patching it to mitigate any future leaks.  Our primary goal is always customer satisfaction.  

  Customer response

  11/08/2023

  After three attempts, these people have STILL failed to repair the leaks in my roof! They continue to send their person out in accordance with their ten year guarantee, but it is becoming painfully obvious to me that they are incapable of correcting this problem - and in the meantime, I STILL have leaks!!
  

  
  

  Finish the job; Refund
  

  
  

  Customer response

  11/09/2023

  I am assuming these people have made an honest effort. However, having had some other contractors look at the problem, I am told that the problem is structural and is the fault of the original contractor who built the bump-out (date unknown). Had the people at EHR taken note of this to begin with, I might have gotten more money out of my insurer to take care of the problem properly. Now, it appears that a permanent solution is going to be more expensive  and complicated.

  

  Business response

  11/09/2023

  Our goals are always quality workmanship and customer satisfaction.  ********* has experienced a substantial amount of rain for November.  We continue to work with ******************** to mitigate the issue pertaining to the leaks. We are in process of repairing the damage caused by the leak at no cost to ******************** and will repair the roof once the weather clears up.  

  Customer response

  11/14/2023

  The thing is, these people have made three attempts to make the repairs and stop the leaks. They keep opening. I finally had to hire someone to do the job inside correctly. The person I hired pointed out that ceiling joists had been installed incorrectly by the former owner. This person and his assistant lifted the ceiling so as to provide a steeper pitch, which has finally insured that the problem does not recur. 
  
  I believe EHR should have seen that the joist had been placed incorrectly and addressed the root of the problem. This would have been a more expensive fix, but had they noted this, I could have submitted the larger estimate to my insurance company. Now, I am out-of-pocket to get my laundry room leak repaired.
  
  As for the porch, it continues to leak, so I will probably have to have my new contractor deal with this as well for additional cost.

  Customer response

  11/14/2023

   
  Complaint: 20738716
  
  I am rejecting this response because:

  They have had three opportunities to correct the problem, and I have had to hire someone else to make sure the leak inside doesn't open a fourth time. At the some time, my porch roof, which is pitched, continues to leak.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/21/2023

  We reject his rejection. ********************** is not being forthright and honest with his complaint or the facts pertaining to it.  We have been out to start the process of repair and replacement of the interior ceiling tiles.  We were asked (by **********************) to hold off until ************************** roofing contractor rotated the ceiling joists in the laundry room addition to make the roof pitched again.  The contractor also let EHR and ********************** know that this was not an issue with EHR contracted work.  This was an issue with the way that the roof was framed.  This is a 1960's model mobile home with a laundry room addition and a patio cover addition.  We fully intend to install the new ceiling tiles after the contractor rotates the ceiling joists and the roof no longer leaks.  We will continue in good faith to work with ********************** to remedy the situation.  

  Customer response

  11/28/2023

   
  Complaint: 20738716
  
  I am rejecting this response because:
  
  The fact remains that the leak has continued to re-open. Why did EHR not see the problem with the joists and the other issues that were found? If these had been identified and dealt with in the first place, the insurance would have covered it. Now, I am out an additional $550 (so far).
  
  Sincerely,
  
  *****************************

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