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Business Profile

Roofing Contractors

Cheyenne Mountain Roofing

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/19/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    Cheyenne Mountain Roofing has been repairing the roof of our building since ****. This is a two tiered, flat roof (****** sa ft) warehouse building in **************** ******** built in 1977.We have had numerous problems and leaks during the years! Since 2020 Cheyenne Mountain Roofing has repaired the roof 4 times.Last week I phoned ***** (the manager) on Thursday May 11 at about 7:00 AM to inform him our roof was leaking again and could he come out or get someone out to check it out and get it repaired.This is the 4th time in three years we have needed roof repairs, had major leaks and had the interior of our building destroyed !****, a representative, was out later that morning and left, giving no indication what was going on, what was wrong, if and when it could be fixed or any information.We waited for some response, call back, email, or something, but nothing ever came.Friday I called the Cheyenne roofing office at 2:35 PM, as *****'s did not answer his cell phone.I spoke with the receptionist and asked what was going on----She said she couldn't find ***** or he wasn't there and someone would call me back that day!!!I'm still waiting a week later with ******************* of water flowing into the building, ceiling tiles falling down, and a total mess with lots of leaks; unhappy tenants, employees, and pet owners!We spent over $8500.00 with Cheyenne Mtn Roofing since 8/12/2020. I know that is not a great deal but they were supposed to have the roof fixed and not leaking.We have always paid our bill!You would think we could at least get a phone call back to say we can fix it, we can fix it on such and such a date, or "go to hell", you're a pain in the neck and we can't, won't, or don't want to fix it!But we got nothing!I feel this is terrible service especially for existing customers.Maybe this is all we can expect in today's world, but I expect MORE!I would strongly discourage you from using Cheyenne Mountain Roofing!******************* ************

    Business Response

    Date: 05/19/2023

    **************, I received your e-mail at my office already and have responded. To review what I know at this point: You called our office on Thu May 11, 2023 to report a leak at your building. We sent a technician out on Fri May 12, 2023. He could not determine the source of the leak at that time. You called late that same day to get a status and was told the estimator would call you back, which he failed to do. We did not call you back, nor did we hear from you, for the next 4 working days. We received your next call on the morning of May 19, 2023, extremely upset that nobody returned your call to let you know the next step. I apologize that no one informed you what was happening. We had a work order to go out and determine what the problem was with this latest rain. We sent a technician out, but he couldn't find the location of problem, and he put it on our list to follow up. This update and information should have been conveyed to you so you understood the delay. However,to be clear, the roof on your building is 26 years old, was not installed by Cheyenne Mountain Roofing, and is not under warranty with our company. We have completed a few repairs for you over the last three years, including sealing wall joints in the twin T concrete wall panels, sealing duct work for HVAC units, and performing some EPDM roof repairs on this building, as well as repairs on your personal residence. I apologize for the lack of communication;we should have done better to explain what our latest process was. I understand how stressful and frustrating it is when roof and wall panel leaks are occurring. We took more than 10 times our normal call volume during this period of extreme rain. This is not an excuse, but it is why your follow-up slipped through the cracks of our normal process. I understand that you are upset and know that we can't turn back the clock to inform you of what our plan was to find and correct the leaks. Good luck with your building in the future.

    Customer Answer

    Date: 05/22/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Customers and potential customers should be aware the lack of follow through and commitment to old and existing customers this business has before doing business with them!!! The rain and weather is not an excuse for lack of follow up or communication!!!

    Sincerely,

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

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