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:10/05/2023

  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 hired Advanced Roofing to repair a roof leak on my home (1/3/23) They came to my home and said they repaired the roof leak (3/22/23) and I paid the invoice in full ($470.00) Late August 2023 the ceiling in question was cool to the touch after each rain and the water stain was expanding. It is important to note the leak was the original leak. I called first 9/6/23 to tell them the repair was leaking in the exact same spot and was reassured the same employee would come to take a look. I have called 19 times in the last two months and have spoked to both **** and ********. Several times they said the work order was placed under new explaining the delay in visit. Then as time went on- in October I was informed they do not guarantee their work, only full roof replacements. This was not listed on the estimate that became our contract, on the invoice billed, or on their website. In fact it states they stand by manufacturers guarantee of all their products used. I know flashing was used to repair our roof which I hope has a longer product warranty than 5 months. We now have interior damage in our home due to excessive rainfall entering through this companys repair work. The interior will now require sheet rock, mudding and paint. They are not responsive, have not revisited the site and have collected in full for a service they did not provide. I have enclosed the estimate, payment receipt and phone records from the past 2 months showing my attempts at resolution.

  

  Business Response

  Date: 10/05/2023

  To begin, in the 40 years we've been in business, we've never guaranteed a roof against leakage just because we performed repairs on a roof.  This complaint is exactly the reason why.  We do guarantee roofs against leakage if we replace the entire roof.  We will also guarantee a specific roof slope against leakage if we replace the entire roof slope.  We repaired 2 pipe boot flashings, multiple cracked ridge cap shingles & approximately 20 nail punctured shingles throughout the roof.  While we fixed many obvious issues on the roof, there's always the potential for other issues to be present that aren't so obvious or may be hidden.  We didn't install the roof, so we are not going to guarantee the entire roof installation, just because we did repairs on the roof.  We have been responsive, despite what is noted in the complaint.  We have returned to the home, since we first received a call, & installed some additional flashing at a roof transition at no charge.  We also sent an estimate out to replace the entire roof slope after receiving a call 2 days ago.  We would be happy to replace the entire section, at the estimated price, & can then guarantee the roof section against leakage.  Please let us know.  Thank you   

• Initial Complaint

  Date:06/20/2023

  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.

  Advance came out to repair soffit, however over the past 6/8 months it has fallen down. ( once the glue used has dried the large s**** gives way flying to the ground-driveway) I have called each and every time. They have come to re-fix with same issue arising. This time I opted to pay for correct materials and new soffit it need be just wanted it done correctly.(Not look for a fight-make this right). I was told to go else where as Advance refused to correct the issue they cause. Per their website they stand behind their work and life time guarantee. Would like to be reinvested for payment of $500 for the going else where and getting this done right. After inspection of new company. I was told the glue used was not made for this type of repair and soffit was cut to short to hold up. With strong wind/rain this is the result

  

  Business Response

  Date: 07/10/2023

  The phone number that ************************* left for the complaint, was not in service.  The phone number we had on file was also not in service.  We did email ******* & she responded back on Friday with a working phone number to reach her at.  We made arrangements with her to inspect her concern today (Monday).  We will follow-up once we've been out.

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because: Advance reached out to me last week stating they would come out today 7/10/23 by 9am. I have heard nothing today from them. I signed the contract with ******* and asked them to hold off until noon today to allow Advance to make good on their promises to look it and fix. Time is now 11:39 am. ******* will start work in 15mins costing me $500
  
  
  

  

  Business Response

  Date: 07/18/2023

  We inspected the soffit damage on Monday, July 10th & the area where the damage had occurred was not the area we repaired.  We repaired the front corner of the dormer overhang where a hole was present from previous damage. We've attached a photo of the hole before it was repaired & a photo from July 10th showing the soffit area we repaired is not damaged & is still intact.  The current damage is actually at the back of the dormer & appears to have been caused by an animal trying to get into **************. The opposite side has evidence of prior damage too.  We made ******* aware of this & she asked for an estimate to replace the soffit & fascia on the entire dormer.  We provided the estimate & ******* decided to have the damaged soffit repaired, instead of completely replacing,which we offered to do & have on the schedule.