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:11/11/2022

  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.

  This is a follow up to my previous complaint, #********, which was deemed invalid. Mr. ******************************* contacted me by phone. It was a very disappointed call. Mr. ********************** stated that I have no right to file a complaint with BBB. Mr. ********************** further stated that he has no customer relationship with us, and that we "do not have a warranty."I attach below the proposal from ********************** Brothers for the roof and gutter work they performed at our house in 2017. The document mentions an extended warranty of 10 years. This work was performed by ********************** Brothers in 2017, as they should be able to confirm.********************** Brothers should confirm that they will honor their warranty going forward. This includes making themselves available when issues or questions arise. A warranty cannot be honored if a company does not return any communication or denies a relationship with a homeowner.As per my initial complaint, I previously attempted to contact ********************** Brothers with inquiries multiple times over the past 5 weeks, via voicemail, email, and through their web form. Unfortunately, the company was completely unresponsive before I contacted BBB.In addition to this, I would request future communication to be handled with more professionalism. The call I received from Mr. ********************** did not meet professional standards.

  

  Business Response

  Date: 11/16/2022

  The two flat roofing areas over the dormers that this new homeowner wants warranty work performed on were never replaced or repaired by us in the first place or it would have noted it on the contract that we had with ***************************, who was the general contractor for the previous homeowner, *******************************. The contract only noted a scope of work that includes shingled roofing areas.

  Furthermore, we are a GAF Master ************************, therefore, we can offer extended warranty options from GAF for additional costs called their System Plus, Silver Pledge, or Golden Pledge Warranty.  Those warranties are backed by GAF and they are transferrable one time if the selling homeowner submits the purchasing homeowner's information to GAF within 60 days of selling their home.  Our contract for this address was with ***************************, who was the general contractor for *******************************. ******************** and the Chapmans did not choose to pay additional money for an extended warranty from GAF which is why it isn't noted on the contract.  Therefore, the shingled areas of the roof were no longer under warranty after the ******************* sold her home (just because we advertise on our website "We can offer the the industry's best "Golden Pledge Warranty", which includes a Lifetime Material Warranty (50 non-prorated years) and a 25-Year Workmanship Warranty which is transferrable one time to another homeowners in the first 20 years.", it does not mean that we provided one of the additional extended warranty options from GAF.