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:01/23/2025

  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.

  Palmer Contracting re-roofed my home in 2020. They assured me with a 10 year warranty. Alex *********************** the owner, brandished excellent ********** roof now has 3 leaks. There is a least one vent on the roof that is rusting that is made of galvanized steel. Significant water is flowing by the chimney and has rotted it. My ceiling has water damage and one wall has water damage.I contacted **** with the issue for repairs. He sent out a resource to look at it. The resource borrowed a flashlight as he did not have one. He went into the attic and found the leaks. I then received a proposal from **** for over $900 to fix the leaks and nothing for the ceiling which needs to be repainted and possibly repaired.There is no damage to the roof. No hail. No tree. It only gets normal GA rain and sun. I expect **** to stand by his work, make the repairs, repaint the ceiling and show character. What I got was a list of excuses as to why it was not his fault.I would appreciate your assistance and address his "A+ BBB" rating.

  

  Business Response

  Date: 01/30/2025

  Mr ************* installed your shingles per your insurance scope of work in the summer of 2019, in June. Your leak that you noticed us about 5 years later is due to a faulty HVAC furnace vent which we are not licensed to replace and which was not included in your insurance scope of work nor in our agreement. On top of this, you are years past warranty. However if you had a leak related to our installation we would be happy to make the repairs, but as you know we are not a licensed ************ and those failed furnace stacks were not part of your re-shingle job. As the other roofers have confirmed which you yourself emailed on 1-21-25 that is not part of any roofers job. We also showed you the photos of your chimney siding with a gap in it that also has nothing to do with a shingle job 6 years ago. You have acknowledged this on your email and voicemail which I will send to BBB and whoever needs to see that you agreed with me it seems until you decided you didnt want to pay for these repairs yourself. I wish there was more we could do for you but any future leaks that arent roof related and do not fall under our work years later are not our responsibility and therefore they cannot be repaired by us for free

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22843823
  
  I am rejecting this response:

  - Companies position continues to be "it's not my fault".  The logic is lost on me.  If one cannot trust a roofer to ensure the roof is not leaking why would a ****** hire them?

  - Why can the roofer offer a proposal (attached) to make the repairs while claiming he cannot make the repairs?

  - Why is there no damage on the "vents" but rather at the base of the vents that are rusted through due to what appears water flow directly onto them instead of being redirected around them?  Same for the chimney.
  
  Upon further inspection of the photos, not only does the roofer need to repair the leaks but also needs to repair the damaged decking, sheetrock, and repaint all damage.  To say "it's not my fault" after you sent a proposal to repair the work is simply not believable.
  
  Finally, at this point, this contractor needs to hire a 3rd party to do the work.  I just don't trust him based on how hard he is fighting to take accountability.  Assuming the repairs are $900.  He could have fixed them at cost for ~ $500 and called it a day.  Rather he feels it is more important to fight a customer to the mat instead of take care of them.  
  
  I am now requesting $2500 cash to hire a contractor to fix this failed job.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/11/2025

  We were hired to perform a re-shingle job per ******************** scope of work in June of 2019. Nearly 6 years later he demanded we repair his leaks which have nothing to do with his re-shingle job. He admits this on a saved voicemail and in an email on 2 separate occasions. I have attached the email and the audio file wont seem to upload. We have done everything possible to help Mr. ****** even though he is years out of warranty (he had a 2 year warranty. We do not offer 10 year warranties), and also due to the fact that his leaks are due to a chimney siding leak and a deteriorated heating and air conditioner vent that we were not tasked to replace. He admits roofers dont do these and arent supposed to yet still blames us for its deteriorating. Here are the detail as best as I can lay them out but I have more documentation and information showing he just wants money. Our reputation as a quality roofing contractor is great and he even admits our only bad review in 17 years is his. 
  

  Mr. ****** acknowledges by his own  statements that even he knows these leaks are not due to our work. The voicemail attachment sent by Mr. ****** on January 14th, 2025 he says the chimney leak has nothing to do with our re-shingle job performed 6 years prior in June of 2019. In the email attached Mr. ****** states the other 2 roofers hes spoken to agree these heating and air (HVAC) furnace components are also not supposed to be replaced by roofers. We also sent him the codes and details of why this should be handled by a licensed HVAC technician with a photo report from our inspection we provide for free. So we were not supposed to replace these and the rust and deteriorating ****** is due to decades of exposure. The ****** sits ON TOP of the shingles so of course water will ruin it eventually. Its been exposed for decades and they dont last forever. And we did even paint them though it wasnt required by his insurance scope of work. This was an insurance paid re-roof where their scope of work lists all we are responsible for and neither the paint for the hvac stack nor replacement of these parts is included.
  

  So why is Mr. ****** now blaming his roofer (us) when his leaks began almost 6 years after we installed his new shingles?

   We didnt work on them back in 2019 and their failure in ********* is not due to our work. Also Mr. ****** had a 2 year warranty as is common for roofing installation. Even if he did have a 10 year roof warranty (which he did not) these leaks are not covered by warranty due to the fact they have nothing to do with our installation and/or workmanship.
  

  Roofing installation issues occur within the first few rains if something was installed improperly. To say we are responsible for a gap in his chimney siding and a deteriorated heating and air vent nearly 6 years after we replaced his shingles is bizarre. Ive never even heard of anyone trying to get money from their roofer over a rusted furnace vent. Not once have we been accused of a leaky one and we have never replaced one in our 17 years of being in business with great standing online, on BBB and in our community.
  

  We sent Mr. ****** pictures and an estimate for what it costs to replace these items out of the warranty which is also customary. We tried to help Mr. ****** and even told him what it should cost to have a licensed HVAC technician perform the repairs but he insists on harassing our small family company. Mr. ****** is the only negative review we have because we do provide quality roofing installation and we stand behind our work and warranties.
  

  But when a leak is caused by something else we obviously could not stay in business by repairing non related work just because a customer complains a lot. Mr. ****** seems to have a pattern of this. He leaves other companies bad reviews too and threatens litigation and lodges complaints according to the saved voicemail. If they actually performed bad work then thats fine. But we have gone above and beyond. When any leak can be attributed to our work we fix it even if its not covered by warranty. When we inspect and determine that it isnt due to our work, not under warranty and isnt even roof related we may estimate it for our customers and provide them with how to repair it or who to contact like we did with Mr. ******* I will sometimes even find out what a fair price is and tell them what they can expect to pay. I dont believe Mr. ****** is demanding  money or free services in good faith and the attached communications support this fact. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22843823
  
  I am rejecting this response because: as a consumer, I hired a roofer.  I was told he warrented his work.  When I first saw what might be a leak a year ago I called but no one came out.  When I found it to be worse and in several places, I called again and they did come out.  They response was to offer me a proposal to fix the leaks.  Not warrant the work.  Not simple take care of the customer just to be a good business, but seek revenue.  Then when pressed, refuse and refuse to do the right thing.  I suspect he could have resolved this with $500 of costs or so after a ~$15k roof job.  But he chose to stand his ground and fight.

  Yes, we need the roof fixed and the ceiling with ample staining to be re-painted.  Galvanized steel is used in these areas because it is extremely corrosion resistant and for it to rust, it needs sitting water on it.  A roofing error would cause the pooling.  The fireplace suffers from the same workmanship issue.  Water is running onto painted wood which will rot in ** which is why a roofer must redirect run-off around chimneys.  The damage shows it is not properly redirected.

  Yes, I need this repaired.  My roof is leaking.  Of course I am seeking relief and of course I will let the population know that this company is not one to trust with your roof.  I feel I need to notify USAA who paid for the work.  I feel he also needs to be noted in ******* list.  Simply put, a roofer now generating about ~$20k per roofing job should not leave you with a leaking roof in a few years.  Especially if it was not leaking in the previous 20 with the original shingles.  A consumer should know that a contractor will provide customer value and service, and this is not value nor service.  And if I cannot get relief with the BBB, I of course will seek relief elsewhere.  Simply put, he is making bad business decisions for himself and putting his customer last.
  
  I think it is best for this roofer to simply provide me the now estimated $2000 to have a different company repair the leaks and re-paint my ceiling.  His easy solution was to take care of the customer.  And it is not how he operates, people should know and use a different company.

  
  Sincerely,
  
  **** ******