Complaints

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• Initial Complaint

  Date:03/04/2024

  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.

  Gilford and Sons put a new roof on our house in June of 2017. This last Fall we noticed roof in back part of house was leaking. We contacted Gilford and was told the son was in hospital and someone would get back with us. Never heard anything. We called several times and left messages but no return calls. Then in January the son came out to inspect leak. It was determined that leak was from where roofing was not done properly around a satellite dish. He advised **** to turn claim into homeowners. (After speaking with insurance company, we did not file claim per insurance’s company because shingles weren’t the problem, it was the installation) The son also told **** that he would come back the next day with shingles. He did not return. **** and I have both talked to the mother on the phone multiple times, because son would not return our call, she kept telling us she would give him the message to call us back, in which he never did. The last time I spoke with the mother she said that basically there was nothing they can do because their labor was only guaranteed for 1 year. At that time, I told her we are going to file a complaint and she said she would give son message, still have not heard from or seen him.
  **** has removed satellite dish and has temporarily covered leak area so no leaking as of now but we are not sure if there is damage inside wall due to the paint started to bubble up.
  We just want this area of roof fixed and repair wall if needed.

  

  Business Response

  Date: 03/20/2024

  MY DAD PUT THIS ROOF ON IN 2017. THE ROOF WAS TORN OFF AND THE SATELITE REPLACED BACK ON THE ROOF AND SEALENT PUT AROUND THE BOLTS HOLDING IT. THEY HAVE NOT HAD A PROBLEM TILL NOW AND THEY SAY THAT THE SATELITE WAS NOT REMOVED WHILE DOING THE JOB. THERE IS NO WAY TO JUST WORK AROUND IT WITHOUT REMOVING IT. WE TORE OFF THE ENTIRE ROOF. YES THEY CONTACTED ME AND I WENT OVER AND TOLD THEM THAT THE WARRANTY FOR LABOR HAS EXPIRED. I TOLD HIM HOW TO FIX THE PROBLEM AND IF I HAD SOME SHINGLES THAT COLOR I WOULD BRING THEM OVER BUT I DIDNT HAVE ANY IN WHICH MY MOTHER TOLD THEM. THE BOLTS HOLDING THE SATELITE NEEDED TO BE CALKED AGAIN THEY WERE OLD IN WHICH IT CAUSED THE LEAK IN UNDER THE SATELITE.

  Customer Answer

  Date: 03/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  SATELLITE DISH WAS NOT REMOVED. Please see 2 pictures of roof that show cutout around satellite dish AND brown singles from previous roof that were not torn off. 
  It’s interesting that he keeps saying his Dad installed roof but that he knows satellite dish was removed. Pictures show that new roof was installed AROUND satellite dish. Also, please see 3rd picture of interior leak. As mentioned before, we are are concerned that inside wall is damaged. 
  We have some shingles left from when roof was installed. We just want Gilford and Sons roofing to repair the area that was not correctly installed and investigate if any damage of wall. 
  
  
  Sincerely,
  
  
  
  **** & ****** ******

  

  Business Response

  Date: 04/17/2024

  Response given via phone: ****** *******
  Response taken via phone: *** *******

  Mrs. ******* states:
  

  There isn’t much more to add to our original response. We provided a one year warranty on the labor, and the shingles were also warranted. Also, as regarding the satellite, when removing the old roof, you can’t leave the satellite on the roof. Discoloration of the shingles would occur over time and exposure to the elements.