Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roof repair is still leaking! Workers refused to do anything other than replace the wood underneath the tiles, even though contract clearly outlines installing flashing etc necessary to stop the leak.
  
  Workers came back and were very rude about NOT doing anything other than the wood replacement.
  
  However this is not what we agreed upon. And the leak is still present.
  
  We have contacted wicks multiple times about this issue, and before the workers were sent back requested different workers come to our home.
  
  We don't know how else to communicate this. Wicks is now increasingly seeking payment, however they haven't completed their side of the contract, not nearly to my reasonable satisfaction. Escalating to BBB to ensure this gets resolved.
  
  More evidence of the leak can be provided, in person or via video.
  
  Leaks evident; no flashing installed or replaced. Original estimate claim we clearly discussed the cause for leak, and the lack of flashing along the chimney and side of house as the issue. This is 1/2 of what we hired Wicks to do. The other half is to replace the wood underneath, which they have done.

  

  Business Response

  Date: 07/05/2023

  When we originally started correspondence with M**** *******, she did indicate she thought that she might be due for a new roof and that she thought the underlayment may be damaged, but hoped a repair could address the immediate problem. Wicks proceeded in good faith to see if a repair could solve the problem.

  I spoke with both M**** and M*** in regard to the unresolved leak issue and the lack of satisfaction with the services provided by Wicks. The following issues were discussed as primary concerns:

  • The time from contact for proposal to time of service caused frustration.
  • Customer felt contracted work was not completed as specified although repair crew felt they did what they
     were dispatched to do.
  • It was explained that repair work is not guaranteed and sometimes repair attempts are not successful due to
     the complexity of some roofing systems. Additional work can be required to address the problem.
  • Communication seemed to break down when Wicks sent the same service crew back to address the repair
     a second time and the customer expected a different crew. Both the customer and Wicks service crew noted
     communication was not productive on site and the crew was sent away by customer.
  • The customer was upset that billing was initiated without the leak resolved. Wick's initiated billing because a
     repair crew did spend significant time on the job and tried to resolve the issue. Wick's billing department
     assumed the work was successful and only suggested a lien to force payment after several months of no
     payment.
  • Wick's acknowledged some internal communication issues and has canceled the balance owed on the
     account and has not filed a lien. Wicks also attempted contact with customer in response to a related Yelp
     review and offered resolution as well in our response.
  • As of 6/21/2023, Wick's offered to try again to help the customer, but the customer is not sure they can trust
    Wicks and will call back to request further assistance if they are interested. Wick's will re-evaluate if such a
    request is made. While it is admitted that communications could have been better, Wicks has tried to do
    everything possible to fulfill our commitments.

  J** *********
  Operation Manager, Wicks' Roofing, Nipomo, CA