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:11/25/2024

  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.

  We hired Edge Roofing, LLC to fix and repair parts of our roof that were leaking. After paying ~$30,000 to replace flashing, coping and valleys we still experienced leaks in the areas that Edge Roofing was contracted to fix and it resulted in additional damage to our home.I have tried to contact the owner, Casey Crannel on multiple occasions to discuss the ongoing issues including phone calls, text messages and email.

  

  Business Response

  Date: 12/02/2024

  11/26/24
  To: BBB
  Re: Complaint #******** from **** *******
  Our business was asked by the ******** to inspect their roof and make recommendations after their previous contractor had installed a new roofing system for them and they were experiencing multiple leaks.
  It was our understanding that multiple contractors (roofing, stucco, windows) had worked on their house and no one was taking responsibility for the issues the ******** were experiencing with these leaks.
  After inspecting the work that was previously done our company determined there were approximately 50 different issues on the entire roof. We offered two options. The first was to do a full roof replacement. The second option was to try and determine where the leaks were coming from and address those issues with repairs.
  The Pearsons chose to move forward with the second option: repairs.
  That being the case, there was no way we could guarantee that all the issues they were experiencing could be found and repaired. 
  We completed a large repair but unfortunately several of the leaks continued to occur. 
  After inspecting the roof and trying to diagnose where the continued leaks were coming from (including applying water to the roof and to the windows to simulate rain to determine the source of the leaks), we determined that there are leaks related to several windows (not installed by our company).
  We also recommended an additional ridge repair on the roof, which the homeowner chose not to do (see photo showing area in question).
  Weve given our professional opinion of what problems need to be addressed at this point. We stand behind our work at the ************** and believe we have acted professionally and ethically. 
  
  

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22604375
  
  I am rejecting this response because:

  Edge Roofing is not being honest in their response. When we hired them, they did not suggest that we needed to replace the entire roof. They agreed with other the engineers report, other contractors and other roofers that had come to inspect the roof that by replacing the metal coping caps, wall flashing and the crickets/valleys would fix the leaking issues. In fact, they did not even provide a replacement option quote until after several months later when I requested. 
  

  I have witnesses when the subject of a new roof came up in a conversation with Casey, the owner. He asked me, in hindsight do you wish that the roof was replaced.  But again, it was many months after Edge told us they could fix the issues, which it turns out they just tried to go over the existing flashing and never addressed the root cause which I paid them $30k to do so. 
  

  Also, Edges response about us not replacing the ridge caps as they suggested is also not true. We did in fact replace the ridge caps and it was done by one of Edge Roofings own subcontractors that Casey, the owner brought out to our house and suggested we use. 
  

  I am not asking Edge to fix, replace or refund anything they did not work on before, I am demanding they warranty their own work that has been deemed defective by their own subcontractor. 

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

  

  Business Response

  Date: 12/18/2024

  Our office has been in contact with Mr. ******* and we have agreed to send our installer back out to the ******* residence to meet with the other repair man who has been working for the ********. We feel confident that we will be able to reach an agreement on how to move forward that will be agreeable to all parties involved.

• Initial Complaint

  Date:11/02/2023

  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.

  I contacted Edge Roofing for the past several months when I severe water damage to several of my interior walls. One of the managers, Casey *************) called me and agreed to send someone out to evaluate the problem. Two men inspected the damage and said that Edge Roofing never put the flashing on between the roof and brick and that was why I am having the damage to my walls. They showed me several spots where the flashing was never installed, and then showed me where it was. Where it exists there is no damage.All I want is for Edge Roofing to install the flashing that was paid for with the rest of the material, and repair the damage to my walls.The last time Casey responded to me was on October 11. He did attempt to say that mortar was missing and that "could" be the problem, however, the men that he had come out prewarned me that Edge Roofing would attempt to use that as the reason for the leaking. However, the men said that the bricks weren't the problem, it was the fact that the flashing was never installed. I have had others come out and inspect the bricks and mortar and they have come to same conclusion, the problem resides with Edge Roofing not installing the proper material. I have several pictures of the areas where the flashing is missing and you can see the damage it has caused. I just want the problem fixed.

  

  Business Response

  Date: 11/08/2023

  Edge Roofing completed insurance roof repairs back in 2017 for the previous homeowner. All work was completed by Edge Roofing according to the scope of work created by the insurance company. The insurance adjuster deemed the existing flashing to be in good shape at the time and did not include any funds to pay for new flashing.
  
  Upon request by the current homeowner, Edge Roofing has sent out several repair crews to address other issues not related to the original roof work at no charge to the owner. This is in keeping with our desire to stand behind our work and to go the extra mile for our homeowners.
  
  Edge Roofing has agreed to send a repair crew back out tomorrow (Nov 8th, 2023) at no charge to the homeowner to try and address the issue at hand.