Complaints

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• Initial Complaint

  Date:03/10/2024

  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.

   
  Complaint: 21412595
  
  I am rejecting this response because:

  My statements are very thorough and accurate. **** took my shingles from the garage on the day he made the repair and said he would use them. He did not return them so I have to assume they were used on my roof. During our heated exchange, ***** stated he attempted to get my paperwork from the chimney company. Surprised and shocked, I told him I did not give him permission to access my paperwork. The chimney company scheduler then called me shortly after my conversation with ***** to ask if I was ok with them releasing my paperwork and I said NO! I later find out that he also contacted a manager of the chimney company, who sent him my paperwork, unaware that ***** and I were having a dispute about the work ****** company performed. ***** knew I did not approve of him getting my paperwork from them and did it anyway.  When **** came to my house the first time he was shown where the leak was, did his inspection and said he saw where the leak was from the roof and that he could repair it. Pictures were also sent to *****. So if the issue was chimney related, why did **** say he could repair the roof? Why didnt **** say at that time that this is a chimney issue? On the paperwork from the chimney company, it says, in part, the diagnosis is the water diverter. It then says likely solution would be to contact a roofer, and they recommended *****. Chimney guy also reiterated that it appeared to be a roofing issue. So when I spoke with *****, I related to him what the chimney guy said. ***** said no diverter was needed. **** came over and after his inspection said he could fix the leak. So with that said, why would I assume its a chimney issue when **** said he found the leak and could repair it? The work **** performed apparently did not repair the leak because it is still leaking in the same area he was supposed to have repaired. I told ***** since he attempted to repair it, to be fair, that I would be willing to accept half of my money back ($650.00), and he refused.  Also, when ***** sent **** over the second time to look at the roof, ***** ONLY said he would send **** back out to my house but gave me no time or date. **** showed up the same day I spoke with ***** but neither of pthem called to tell me **** was enroute. 
  
  Sincerely,
  
  *********************

  ame area after there was a slushy snowfall. I called ***** and sent him pics of the wet fireplace and he said he would send **** out to take a look. **** returned on 1/11/24, unannounced, and was unable to enter my home because I was not there.When asked why he didnt call he had no answer.However,I gave him permission to look at the roof.After he was done, he called me and said he couldnt find any leaks.I told him I had sent pics to *****.**** said it may be a chimney issue but as I told ****** chimney company said it was roofing issue. I asked **** to send me pics of what he saw that day but he nor ***** ever did.Talked to ***** and he said the roof was fixed.***** then said he would send **** back out but even if he sent **** out 10x they wouldnt find the leak!I said well, in that case,I would like my money back because he did not fix the roof!***** adamantly refused,and when I threatened court,he said hes not afraid of court and would not give me any money back.

  

  Business Response

  Date: 03/11/2024

  *************** statements are far from the through, we were contracted to perform the following: "Install new custom flashing around the chimney to keep the water out, repair shingles around the chimney, replace wood with 1/2 inch plywood" and that work was completed on October 11 2023, we didn't need her shingles as we end up using commercial grade flat roofing material, roof section was pitched as she wanted and per recommendation from a chimney company, their report and our estimate are attached to this response. Roof repair was one of the steps that the chimney company recommended, there are multiple points of water entry on her chimney and she is aware of this, her chimney needs tuckpointing and a new crown, this work still needs to be done to stop the leak, per conversation I had with her back in January I advise her to get this work done but she insisted that I return some of the money she paid me for a roofing repair, I responded that our work was completed correctly and I can't return her any money. Also all of our appointments were schedule with notice. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21412595
  
  I am rejecting this response because:
  

  Regarding paperwork, you requested my paperwork from the chimney company during our second conversation after telling me that you could try and find the leak10 times and that you would NOT be able to find the leak. If you had been honest and told me this up front, we wouldnt be going through this. I told you no, you could not view my paperwork and was never told of how you and the chimney company dealt with referrals. No means NO, but you decided to do it anyway. I spoke with the chimney company  manager you referred to and he apologized for forwarding my paperwork to you and he also stated had he known we were having a dispute about this situation he would have checked with me first, like his scheduler did, before releasing the paperwork to you. He apologized for unfortunately not checking in with the scheduler prior to releasing my information to you. Why you neglected to tell him we were having a major dispute about this situation is beyond comprehension. You told me what needed to be done by your company to stop the leak and your attempt failed. The chimney company has offered to work with me to attempt to find the leak. However, once again, if you had told me to try the chimney company first before taking my money and adamantly insisting that you could solve the leak, I would have done so and maybe we wouldnt be going through the Better Business Bureau for a resolution. You nor **** ever expressed that you MAY NOT be able to repair the leak; you simply said no problem, I can repair the leak. I took your word, paid you and allowed you take my leftover shingles to complete the job, for which you failed. If you truly wish me the best, you will do the right thing and work with me to resolve this issue by negotiating a refund for not repairing the roof as promised, and not attempting to take advantage of a senior citizen.

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

  

  Business Response

  Date: 03/15/2024

  ***************.
  Regarding the paperwork, when you called, I have ask you if you could share the chimney company report with me and you refused, I wanted simply to confirm what was obvious to us, that your chimney needs additional work to stop the leak, I was able to obtain the report from the manager because Im their vendor and they can share information with me on the jobs we do together or we get referred to,  so that we can find a solution to the problem.   
  As I wrote in my previous response, we were hired to install chimney counter flashing, pitch the roof with new plywood and repair shingles as needed, nothing else, as you can read in the chimney company report they suggested few solutions to fix the leak, one of them was installing a diverter as a LIKLEY SOLUTION, I understand that you are frustrated that our work was not the solution to your problem, therefor I strongly suggest you reach out to the chimney company to do the remaining masonry work since there are other issues and multiple points of water entry.
  I wish you all the best.