Complaints

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a section of siding slip off twice. Once during installation and a second time a few weeks ago. Forward Roofing sent a gutter installer to fix it by nailing it in. It is a complete eyesore now. We have reached out to **** and ******* via text, phone, and email numerous times. Our requests to get this corrected have gone ignored. We have requested 3 times on clarification of the warranty Forward Roofing guarantees and this too has gone unanswered. We are very disappointed in **** and his team as we just want the job we paid for completed to our satisfaction.

  Business response

  08/17/2023

  The homeowner experienced a wind storm in April, which caused their siding to blow and necessitated a reset. Since storm damage typically falls under insurance coverage, we initially approached this as an insurance issue. However, recognizing the value we place on our customers, we decided to extend our assistance. I promptly dispatched a representative to inspect the siding, and the assessment confirmed that the siding slip was indeed caused by the wind.
  
  Throughout this process, I have maintained contact with the homeowner to ensure that their needs are addressed appropriately. When the initial siding, Gutter, and Roof job was completed, both the homeowner and ****** conducted a thorough walk-around of the property. They expressed their satisfaction with the results and signed the Certificate of Completion, rating us with a perfect 10 for Sales, Production, and ***************** (Please see attached) It is worth noting that on multiple occasions, they have requested our services for additional tasks beyond the original contract, such as changing light fixtures and attending to miscellaneous matters on their property.
  
  As a company, we deeply value all our customers and strive to provide fair and equitable treatment to each one. Considering the circumstances, we have made accommodations to fit the homeowner's siding reset into our busy schedule and have scheduled the work for June 28th. Our team will ensure that the nail is appropriately removed and the siding securely reinstalled to address the issue. Furthermore, please assure the homeowner that the warranty they have received is the Atlas Pro Select, which will be sent to them by mail. We have already submitted the necessary information to the manufacturer to expedite the process.
  
  Lastly, I would like to inform you that I have relayed a message to the homeowner, indicating that I will be in touch with them as we approach the scheduled date. Please understand that this season is exceptionally busy for Forward Roofing, as we only have limited months available for production. Despite the high demand, we are committed to providing the best service possible to our customers.

  Customer response

  08/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  "The homeowner experienced a wind storm in April"---This is absolutely incorrect. We had a catastrophic hailstorm in June of 2022. I am not aware of any 'wind storm' in April. This piece of siding was an issue since the initial install.

  "I promptly dispatched a representative to inspect the siding, and the assessment confirmed that the siding slip was indeed caused by the wind."---it took WEEKS for someone to come out.

  "Throughout this process, I have maintained contact with the homeowner to ensure that their needs are addressed appropriately. When the initial siding, Gutter, and Roof job was completed, both the homeowner and ****** conducted a thorough walk-around of the property. They expressed their satisfaction with the results and signed the Certificate of Completion, rating us with a perfect 10 for Sales, Production, and Customer Service."--Yes, we expressed satisfaction AT THE **** as the siding AT THE **** was intact.

  "It is worth noting that on multiple occasions, they have requested our services for additional tasks beyond the original contract, such as changing light fixtures and attending to miscellaneous matters on their property."--This is ABSOLUTELY UNTRUE. The light fixtures had to be taken down for the siding to be completed. Then, the crew put half of them back up UPSIDE DOWN ! So, yes, I asked them to fix THEIR MISTAKE !!
  
  "As a company, we deeply value all our customers and strive to provide fair and equitable treatment to each one. Considering the circumstances, we have made accommodations to fit the homeowner's siding reset into our busy schedule and have scheduled the work for June 28th. Our team will ensure that the nail is appropriately removed and the siding securely reinstalled to address the issue. Furthermore, please assure the homeowner that the warranty they have received is the Atlas Pro Select, which will be sent to them by mail. We have already submitted the necessary information to the manufacturer to expedite the process."---Yes, someone was sent out to reset the piece and the nail was removed. Then, ANOTHER PIECE OF SIDING FELL DOWN A WEEK LATER !!!!!!!!! Someone came out to fix and it is CROOKED !!

  
  We are at the point of dissatisfaction and that Forward Roofing simply can't get this right.
  
  
  
  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. ↩