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:12/01/2023

  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.

  1. Full Roof Replacement, Adept Home Solutions, ***************************, ********, ******** 2. Homeowner: *******************************, *******************************************************************. Adept's Contract: Full roof replacement with a Lifetime Warranty. It had complete control of the job - design to build - installed July 2019. Adept promoted its Lifetime Warranty and BBB A+ rating as part of its sales pitch. 4. Problem Summary:Initial Failure: The roof started failing/leaking in the kitchen in late May 2023. Homeowner reported the problem to Adept on May 23. Adept came onsite on May 28 and reported that it could not find the problem. It said that it would have its lead roofer take a look. Adept had said that it would send a lead roofer at the end of May, and 6 months later, in late November, no lead roofer or work. Latest and Emerging Failures: The Homeowner has noticed additional problems since its May 2023 report. There is a potential safety issue and damage to a large glass door. The Homeowner has noticed suspicious signs of water damage to the ceiling across an about 20-foot span at the transition joint between a hip roof and shed roof and signs of problems along the ceiling at the front door.Ongoing Failure: There is a problem with a downspout that continues to leak onto the deck, it creates a safety issue when it ices up and it is not proper. Adept has known about this problem since completion of the roof replacement, and despite its repeated promises, it has failed to take care of it - no action for four years. 5. Status: On November 24 the Homeowner sent a text/email to give Adept a final chance to take action. On November 30 Adept came on site with its lead roofer for the stated reason of fixing the issue. Adept said that it was going to look at the roof, get supplies, and that it would return to make the repairs and ask to look at and photograph the interior damage before the end of the day. As of December 1, there is no sign of repair work, nor communication from Adept.

  

  Business Response

  Date: 02/06/2024

  AHS repaired the target area in December. 

  Since then the homeowner has not reported any new leaking. 

  AHS is prepared to take further action if necessary. 

  Customer Answer

  Date: 03/12/2024

  I am requesting BBB to reopen this complaint based upon the following incompletions.

   

  Unfortunately the business has not completed the work and is has not wrapped it up in a timeframe that I feel is fair especially given the long time it has taken with these issues overall, first reported to the business in May 2023 and complaint filed with BBB in November 2023. 

   

  I understood that the business had rebuilt the flashing in December, which would have likely been considered acceptable. However I learned in February that the business just resealed the area. I specifically stated that resealing was not acceptable. Therefore, it feels like the business has not addressed the original complaint. In February I requested a written statement twice, verbally and in writing, from the business to document the work done so I could clearly understand and consider it. A statement has not been provided. 

   

  Interior damage to the home from the roof failure has not been completed and the business is aware of this. The business has not connected with me to take care of the remaining bathroom tiling item since late February. The drywall repair in the bathroom and along a fireplace/and trim in the kitchen are not acceptable and the business is aware of this. 

   

  Other drywall/painting repairs were made in other areas are not great but I will live them. Given my experience with the business drywall repair/painter I would request prior approval and selection of a contractor(s) to do any further work on the interior issues.

   

  The contractor agreed to fund repair of a photo that was hung over the fireplace, and damaged, I need to provide an estimate for that repair but am not requesting reopen of the complaint based upon that issue. 

   

  I believe that a BBB mediation may be beneficial and I would be open to that. I have had a lot of trouble getting my issues addressed through the business in a timely or satisfactory manner. 

   

  Thank you - 

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

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

  

  Business Response

  Date: 03/26/2024

  In regard to this complaint, AHS went to the residence and fixed not only the smallest little leak spot but also many areas that were not leaking in the spirit of doing our best to make the consumer happy. She is trying to say that a small leak went 30ft down a stress crack in the ceiling. She is trying to make AHS repaint her entire ceiling which we are not prepared to do at this time. I will attach photos to show there is no way this leak caused the stress cracks in her ceiling.

   

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

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 20945864
  
  See attached rejection statement
  
   

  

  Business Response

  Date: 04/03/2024

  The roofing system that AHS has installed is NOT leaking. Your flashing leaked and that was addressed. There is no current leak and no further action to be taken. ******* told my lead painter she wanted the whole roof done and he also said no. AHS is not going to start ripping up the roof for no reason. Please make sure your vent caps stay secured and if a further leak develops, please do no hesitate to call us.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 20945864
  
  I am rejecting this response because: Adept has not responded to the Homeowner's concerns about the design and security of the roof. The issues inside the home have not been addressed adequately. At best or most Adept may has provided band-aid solutions to its design that is prone to failure. 
  
  Sincerely,
  
  *******************************