Complaints
This profile includes complaints for Lighthouse Restorations's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/14/2024
Type:Status:ResolvedMore 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.
Covered by insurance, on or about 6/21/19, we contracted with Lighthouse Restorations to tear off and replace the roof due to storm damage. Inspections were completed by State Farm, Lighthouse Restorations and permits issued by the Village of ************, **. The work commenced approx. 10/19. Full payment in the amount of $11,280.91 was paid on or about 11/21/19. Prior to payment, installments and final a line-by-line insurance itemization provided payment for, (1) R&R Chimney flashing - 24x24. At the time of contract this information was furnished to Lighthouse Restorations. I have attached documents to establish the line-by-line, as well Lighthouse Restorations expressed warranty that extends over a 5-year period for material and labor (see attachment). In April 2024, we noticed a large buckling of the panels on and around the home's fireplace and chimney. As I did when contracting with Lighthouse Restorations, I searched the BBB website for contractors to come out. 3 contractors responded and each concluding the same cause of the damage we are seeing. In summary the lack of flashing required by roofing standards and the Village of ************, ** is not and never was there at the time this roof was replaced. Instead, the chimney is surrounded by a thin line of caulking. There is nothing present that would prevent water seepage. The water damage is significant (see images). I made every effort to resolve this matter with Lighthouse Restorations a/k/a ****** Construction, ********************* Owner Operator. **************** appears to take no ownership and/or responsibility for the subpar work performed. Instead, we were offered costly estimates to repair the damage they caused due to negligence at the time of install. I have attached a copy of the series of communications between **************** and myself. Our position is clearly articulated. The latest communication sent was not responded to. Roofers are licensed and bonded for damages they cause.
Business Response
Date: 07/22/2024
To It May Concern:
This Is Our 43rd Year In ********, As A Christian ******** Man I Take This Personally That this Has Come To This Forum.
This Roof Was Installed in Summer ** 2019, With Customer Adding On A KItchen
There was No Complaints Until The Spring Time of 2024 (5) ************************************************************************** Was Called, (I) Personally Responded With A Meeting At Your Home With The Original Installer....... In The Rain I May Add.
No Leaks Were Present, Interior All Drywall Is Solid With No Bubbling, Cracking Or Discoloration ** Interior Drywall Represented Around The Interior ** The Fireplace.
What Was Present Was An Exterior Attached Wood Fireplace That Is Rotted Out From Sun Damage, No Updated Caulking To Prevent Water Seeping On the Interior ** The Wood Fireplace.
The Area ** Rot Is 2 Feet From Where The Roof Stops And 4 Feet Down From The Peak ** The Roof.
This Has Nothing To Do With The Installation ** The Roofing Project In The Summer ** 2019.
Additional Pricing Was Proposed To Customer, Waiting For Reply Remove & Replace The Weather Damaged Wood Fireplace.
In ******,
*********************
************
Customer Answer
Date: 07/26/2024
Complaint: 21988865the
I am rejecting this response because:The owner/operator in this response explains a set of facts that are inconsistent with the timeline and facts surrounding when events actually occurred. Mr. ****** continues evade providing answers to direct questions, we have asked through a series of communications about the work in dispute. The absence of "Flashing" on and around our fireplace chimney we maintain is the reason that over the years since installation of the roof, water has been infiltrating the wood and panel on the siding. To suggest that the work was properly completed and that there is no direct correlation to the water damage remains arguable by what is written in this reply. The facts and supporting evidence was attached to this complaint. In addition, through Lighthouse Restorations job thread portal, I am attaching evidence of a series of our communications to prove our efforts. It is established they provide a 5 year warranty for workmanship. Therefore, it should not matter if an issue presents itself on day one of anytime after up and until the 5 year period as expired. We are still within the warranty period. The reference to a kitchen remodel is accurate, but it was not done until 2023, not 2019 as their response suggest. What point is made by this reference? The fireplace chimney exterior wall is set outside of the interior of our home. Therefore, water damage would not show in the interior, as he suggest. As instructed I have faxed the communications to be associated with this file. Sent to ***************************************************************************************.
Sincerely,
Charlotte & *****************Business Response
Date: 08/13/2024
FROM THE ***** FAMILY
FROM AUGUST 2nd "We are in complete agreement with this option taking place. Our dates of availability are open for all days next week except for 8/6/24 and the following week, the 13th. Once verified, please confirm the date and time. We look forward to this meeting and again working toward an amicable and fair resolution.
What happened to this Letter that you had send me?
What happened to a Fair & amicable Solution, as you stated in the Letter above?
I have a Licensed State Of Illinois Building Inspector That Would Like to Come Out And Take A Look At The Issue?
Why would You deny this Inspection?
This is Baffling to Me?
I have Called You, Met With You, Explained To You The Situation, gave you a price On the Fix your problem On Your Home.
I have Offered to Pay For the Illinois Licensed Building Inspector To Come Out What He says We (both Parties Would Move Forward On His Recommendation)
In your letter you would Not Accept, even thou you previously stated that you would?
You have me at a stand still I do not know what else to do for you?
I have Left Another message For ***********************, Building Inspector For Your Town, 3 times that I have Called.
WHAT STATE LICENSED ROOFING COMPANY CAME OUT AND STATED THAT WE WERE MISSING FLASHING?
I would Like to See that Letter? Was this the Village that Came Out?
The Flashing that you are concerned with Is NOT the Issue.If we did not Install the recommended flashing The Interior Of The home Would Be Leaking, Which As Of 6/24 is Not.
The Design Of The Home Is The Issue, NOT our Install. THE WATER RUN OFF ON THE WOOD CHIMNEY IS CREATING YOUR ISSUE, NOT THE INSTALL OF OUR ROOF 5 YEARS AGO.
Please Send Me The Letter From A State Licensed Roofer Installer stating the that Flashing Is The Problem.
The State Licensed Building Inspector WOULD STILL LIKE TO COME OUT And Assess The Situation.
TY
IN ******,
*********************
************
Customer Answer
Date: 08/21/2024
Complaint: 21988865
I am rejecting this response because: At this time no agreement has been reached. However, *********; ****** of Light House Restorations, and we have agreed to meet to discuss a final resolution for this complaint. The meeting is scheduled for Friday, August 23, 2024 @ 9:00 a.m.. It is our hope that at this meeting we are able to discuss and come up with the resolution that meets both our needs.We are providing this interim response in order to meet the 8/22/24 date to respond to the BBB. However, we ask to keep this complaint open until after our meeting. Afterwards if all is settled to our satisfaction and full understanding, we commit to follow up to the BBB with a request to bring this complaint to a close.
Sincerely,
Charlotte & *****************Customer Answer
Date: 08/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.we have reached a solution
Sincerely,
Charlotte & *****************
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