Complaints

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• Initial Complaint

  Date:05/25/2022

  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.

  I bought my house in 2019, and it came with a new roof, by Skylight Masters, which came with a transferrable 10 year workmanship warranty. By 2021, my roof was leaking in three places. I emailed back and forth with this company from March of '21 until the end of September 2021. I gave Skylight Masters six months to come out and look at the damage, so that they could be fix it according to their warranty. In all that time, they didn't even come out to take a look at my roof, which could have been easily accessed at any point. By the end of September, I needed to get repairs made, as the leaks were visibly dripping down walls, and causing the ceiling paint to bubble. My skylight would drip constantly if it rained, and chunks of ceiling texture and paint would fall down into my living room. The chimney leak extended all the way to my basement. The ceiling and wall surrounding it were also getting increasingly damaged, and when I pulled up my carpet there was moisture damage and mold on my subfloor. At that point I had to find other companies to come fix the multiple roofing problems, as the water damage was getting worse and worse as winter was approaching. I had two roofers come out to give estimates, and both told me that the roof had been installed without proper moisture barriers/flashing. I went with the lower estimates for the repairs which totalled $4328 in total. I have attached interior and exterior photos of the damage, as well as the warranty, and estimates and invoices for repair.

  Business Response

  Date: 06/20/2022

  I apologize for the delay I will look into this matter immediately. I did not receive any email pertaining to this matter this is my first time hearing about this. All roofs are required by the state to pull a permit and upon completion of the roof a inspection of the work is performed by the ***************************************. If the roof flashings were done improperly the roof will not pass inspection. I have my personal phone number on all my contracts and never received any voice-mails pertaining to this matter. Please provide a copy of the general service agreement and warranty paperwork so I can further assist you. I also do not provide a 10 year workmanship warranty, I only provide a maximum 5 year workmanship warranty at an additional cost. Our standard workmanship warranty is 2 years. Once I have received the documentation I will look threw my files and work to get this resolved.

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17137440
  
  I am rejecting this response because: I have attached files with roof permit pulled by Skylight Masters, and they seem to be denying that they did the work. . I dont think the company even looked through my complaints as I clearly have emailed them and gotten responses indicating that they acknowledge the problems and will take care of them. The reason I never left a voicemail was due to the fact that their voicemail was full and I was never able to reach them via phone. I was provided the roof warranty by the previous homeowner and it clearly states that the workmanship warranty is transferable. As I looked through the permit process I see multiple issues resulting in multiple attempts at inspection. Please advise as to my next steps. Thanks you!
  
  Sincerely,
  
  *************************