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Business Profile

Roof Leak Repair

Eustis Roofing Company, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Eustis Roofing Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eustis Roofing Company, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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:11/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In July of 2024, Eustis Roofing LLC performed a complete roof replacement. During the roof replacement and area of the roof deck was removed where insulation foam was seen. Eustis stated that did not need to evaluate any further and they continued there replacement. Soon after our ** **** was bot cooling and there was a leak confirmed. The leak was found with the blue due and the cause was a nail penetrating and traversing the ** line. This nail was from the roof and was lo cated in the same area of the roof where the decking was removed/replaced and the insulating pink foam was seen. I requested payment for the ** line repair ($1140) and leak detection ($390) and they have not refunded my payment to the ** company as of yet. They have also failed to return my phone calls and my emails.

      Business Response

      Date: 12/19/2024

      We can fully understand how this would be frustrating for the homeowner.Unfortunately, the ** lines installed by another contractor were not installed according to code. The code requires the ** company to install the ** line 1 3/4 inches away from any nail able structures, including the roof. The code also requires the roofer's nails to penetrate the roof deck to ensure the nails are securely fastened. This is why we ask homeowners to hire a licensed company that follows Florida code, so they don't end up in this situation.
      We also include this information in our literature for the homeowner before any job starts and have them sign off on it so they are aware of the issue.However, this situation is unfortunate for the homeowner, and we understand that. We do everything we can to ensure the homeowner is aware if other contractors do not follow code, especially when it can't be seen because it is hidden. Most ** companies do not file permits or get inspections, and even if they do, inspectors can't access some areas of the attic to inspect the installation. This issue typically isn't noticed until the roofing contractor replaces the roof.
      It's unfair to everyone, and we hope that, in the future, more ** companies will follow Florida code and avoid installing ** lines along nail able surfaces.We have issued a refund to this homeowner for the cost of the ** because it's not fair to them and we value their business. 

      Regards, 

      Eustis Roofing Team

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