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:02/01/2024

  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.

  In September off 2019 I paid Cathey Roofing to replace the roof on my house.A couple of months later the roof leaked and damaged the ceiling in my bathroom.I repaired the ceiling myself. They came out and worked on the roof and said it was fixed. A while later we had a storm and the roof leaked in my bathroom and damaged the ceiling again. They sent a couple of people out to fix the roof again. They said it was fixed again. I paid someone to fix the ceiling in my bathroom. Last January we had another storm and the roof leaked and damaged the ceiling in my bathroom.I would like ******* fixed where it doesnt keep leaking in the same place and I would like my ceiling repaired.

  

  Business Response

  Date: 02/28/2024

  Hi, this is **** with Cathey Roofing if you will give me a call at ************. I will do my best to resolve the issue.

   

• Initial Complaint

  Date:07/27/2023

  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.

  On 5/21/2019 I hired Cathey roofing to replace and fix any old damaged wood on our roof. They replaced it and also "added" a ice and water shield to help future damages and we were guaranteed this roof would never leak. We had a signed contract that was written and signed by *****. This was from a employee he had at the time named *****. Now ***** is no longer with this company. It is 4 years later and I have water from rain coming in on our roof ! It has leaked several times beginning in April of 2023. So I called the company on april 29th and he came out ( cathey roofing crew ) said there were some holes and they put a new shingle on each one. As may continued and this month had a lot of rain. It began coming in again and even worse. So then I called them back(May 2nd and may 17th). His crew came back again and still couldn't find "any" issues. So **** continues and let me make note of this -( I have an attic access. And at the time I made arrangements so my husband could let them in that access. Well they didnt have time to wait and would leave. ) so in may and **** I have photos of the damages that occurred not only in my living but in 2 bedrooms also.( make note I called in **** 22, 28, 29 2023 they were called ) So as my roof leaks every time it rains. It damages the inside of my home. So now **** is almost over and we continue to july ! Now my roof is still leaking and they have come out again and "checked" over it and still cant find any issues. On **** 23th they begged me to let them "cover" my ceiling with paint or kilz. I told them no. And they left. They came back an hour later stating and begging please just let us it will kill any mold!! After 45 mins of a continued insistant discussion I finally let them. I did not feel right about that !!! I also have a 1 year old and mold is a very big concern for me. They said it was steps they had to take in order for them to prove it was leaking ! So now on to july. I have 2 more small leaks. I call again and I speak to the secretary ******** and I said I want to have my roof replaced and I am guaranteed a warranty for 5 years. So I sent them a copy of the papers for validation of what was written. I called on july 1st asking ******** to have the owner call me. Now since the first time I called them I asked to speak to the owner and he NEVER TRIED To reach out then. So now I'm really upset because no one has responded to me for 3 weeks. No calls no anything!! So on july 21st at 750am I get this knock on my door and it's the crew? Ok so I'm like what are yall doing here and they quoted they had an appointment for us to recheck your roof? I said no one called me or said anything. I havent heard anything from anyone in 3 weeks ?!! They were like huh? So I called the office and she stated oh I forgot to tell you we had arranged them to come out again. And I'm so sorry we disnt let anyone know. I said I have told **** over and over when my husband is home and can get that access it would be better. So they took pictures of everything new and said well theres nothing we can do now it's not raining. So they left. On july 24th I had went to work and got an emergency call from my husband. He stayed that the roof has a much bigger leak and leaked onto my new couch ! On our rug and my hardwood floors! So I left work and came home. Everything was soaked ! So we took pictures of everything and how wet it was. I called the company several times that morning and no ever answered!! Finally I check my voicemails and ***** had finally left a message to call back. So I called several times that morning so he could look at all the damage. We had several people come over and witness the mess. So when I asked if he could come out he stated he was busy and it wouldn't be til the next day. So my husband in the meanwhile gained the attic access and got in to see all the water in our roof. We unfortunately had 100 degrees weather that same day and on Tuesday the july 24. So everything in the top part had dried since he then couldn't see where it was wet. So on the evening of the 24th ***** finally came out and couldn't find anything. He said he climbed in the attic but he did not. He said there was no water on my couch but it had already been 2 days. I showed him the ceiling where it was still wet and he refused to touch it !! To prove that it had been leaking he said that was an old leak. M y husband had came home around 415pm and ***** kept saying to my husband he wanted to help but needed proof. What more proof do you need when its still wet ? He dismissed me and wouldn't have any conversations with me being the homeowner ! He said his crew had to come out and they wouldn't because they dont work after 5 but at the time it was still before 5 !! He stated he wanted to believe us and that he wanted to help but the wasnt ever a resolution!! He did not believe any words we said and that made it all up just to have our roof replaced. And that the spray painted areas were "old" wet parts that wasnt done while his roof was on here but I infact have photos of proof. Then as we continue conversations. He says unless I could prove that water ran from our roof then he wont fix it. first off we were in bed when the rain came in our ceiling so how could we see "that" happen. I am very disappointed in how he treats customers with complaints. And he also stated I was lucky they haven't charged me for fixing the damaged holes back in april. And I have a warranty that is for any shingles for 30 years ! He said my warranty isn't valid unless he "sees" rain or water dripping. But he stated that if there was a leak then why couldn't he see it? And he said he would not replace any of my damaged ceiling caused by his roofing he wants to just paint over it and charge us for painting it. this is his company and if he doesn't withhold his standards or customer value I'm sorry this man shouldn't run a business!!

  

  Business Response

  Date: 08/21/2023

  Cathey Roofing would like to issue an apology for your concerns about your roof.  When you called our office, In the month of April, you ask for someone to come out and look at your roof.
  We sent two repair techs to look, and they found a medium size tree limb on your roof which punctured holes in the roof. They removed the tree limb and repaired the roof in that area of the 
  roof for no charge. The warranty does not cover tree damage, although this wasn't covered our techs repaired a no charge anyway as a courtesy. After the repair you called our office again 
  stating the roof was leaking again. We sent Techs out again to look at the roof and found no evidence of roof leaking. The techs ran water from a hose pipe directly on the area believed to be
  leaking and found no signs of leaking. Later you call again to the office and **** was sent out to look at the roof. **** along with your husband got on the roof and ran more water from a hose
  and then went into the attic together and found no water damage at all. We requested you paint the ceiling from the previous roof damage in the past so we could see if any present damage could
  be seen and know that we weren't seeing past water spot damage. We will give you a call and see how we can resolve this issue. We feel we have addressed this many times and will continue to
  try to resolve the issue. 
  
  Thanks,
  Cathey Roofing

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because:
  First off. I do not agree with the statement they removed a tree limb from our roof because I was outside and there was not one. 

  Secondly I called several times because my roof continued to leak. The amount of water from a hosepipe does not compare to rain that continuously falls. The pressure is different. I took all the steps necessary to prove it was leaking. I kept calling because we had new stains from the roof leaking. ***** states that those are old leaks. No those are from april of this year til now. His crew stood at my door and begged to paint over what was there and I allowed them. Not happily because they pressured me. Then  there was a very heavy rain come in and the rain leaked in the same area. It leaked all over my floor and couch this time. I was asleep when this happened and it got everything wet. Then I called on Aug 3rd to tell him it had rained that day and it had started to leak AGAIN. This was the last step he said he needed to go forward with the process. So that day he came out and saw water leaking from the inside of my ceiling. I sent video and recorded it coming through. He said give me one hour and I'll let you know what we can do. He had to talk to his grandfather who still owns the company. Not ****! Never heard back til Tuesday the 15th and had a voicemail. So I finally had a day to reach him on friday. He called back and said yeah I'm you made a complaint to the BBB? I said yes because I cant get you to work with me or help. I gave done all the steps you asked and now he said because I made the complaint he would not replace anything! Then calls back a few mins later stating that they would repair the area where its leaked.  But then I asked about the whole front roof and the inside. Again no response!!! He is not willing to fix the roof or inside. I have a 2 year who is slowing getting sick from mold due to his negligence for business 

  

  Business Response

  Date: 08/30/2023

  *************** called out office in the month of April and ask for someone to come out and look at her roof. We sent 2 repair techs out they found a medium size limb on the roof which punctured holes in it. They Removed the tree limb and repaired the roof in that area, at no charge to customer. Thre warranty does not cover tree damage, although this was not covered we repaired at no charge. After the repair she called the office again stating it was leaking again. We sent techs out again and found no evidence that it was leaking. The techs ran water from a hose pipe directly on the area believed to be leaking and found again no signs of leaking. Later she called again to the office and **** was sent out to look at roof and **** and her husband ran water on the roof, and they got in attic together and seen no sign of water damage. We ask if she would paint the ceiling from previous roof damage so we could see if any present damage could be seen and know that we weren't seeing past damage spots. We have tried to take care of the issue and will contact her to try to resolve the problem.  Cathey Roofing

  Customer Answer

  Date: 09/02/2023

   
  I am rejecting this response because:
  First off there was not a limb or branch on my house. This is what you keep saying but you were not there that day and I looked at my roof before they even come over. Secondly you said a limb in my house isnt covered but "where you say the limb was " is NOT where the roof is leaking through. You had your ********** leaks to say it was old leaks. None of this was there til april of 2023 ! And your crew painted even though I didnt like it. They came back 2 times and begged for them to kilz it to cover the mold and it would kill any" present " They wanted to find the leak but yet when every time they came they saying theres all these steps to take but we did ALL OF THAT !  Plus ***** came into my home when the leak was leaking during a rain storm and I even sent videos! Proving your roof work was faulty ! My warranty is for 5 years on any work parts and labor and 30 years for any damaged shingles!! You continue to make excuses to not fix my roof or repair the damage nor repair the inside of my hone which now has mold due to your negligence and let me add that I have a 1.5 year old who is highly allergic to this mold !!  No he hasnt made any other attempts to reach me and the last time we spoke ***** said since I complained to the bbb that his  "grandfather " told him he cant help fix or repair my roof. Then later that day he could only fix the "repair" 

  

  Business Response

  Date: 10/16/2023

  ****************************,

  Again, we came out and your husband and I ran water from a hose across the area that you said was leaking and no leaks were found. You and your husband were astounded that no leaks were present. We did observe water stains on the ceiling, but they were from the past roof before it was replaced by Cathey Roofing. After meeting with you and your husband several weeks went by and you called and said your roof was leaking again. ***** came out again and at that time a small leak was found. I talked to you on August 18, 2023. I asked you if you would like for Cathey Roofing to come take care of your roof repair. We haven't received a response from you until we received this complaint from the Better Business Bureau. We are willing to come back out and take care of this issue. Please call ***** at *************. 

  Customer Answer

  Date: 10/17/2023

   
  I am rejecting this response because:
  

  Mr Cathey you have made No attempt to reach out to me. You do not have any communication skills between us. You have made no attempts to fix the whole issue. You only want to patch it. Second you say we were astounded no we knew there was a leak that you kept denying and when it finally came through raining and YOU yourself saw it leaking. Took me calling you to ask what's the hold up? 3 weeks later !!! Then you told me that you or your "Grandpa" wont fix it due I reached out to the BBB and I told you I did. Due to negligence on your part ! And when I asked were you going to repair the roof ? You said ONLY. The damaged part. That is not acceptable because I have water damage to my home and mold in 3 ROOMS! Which now you will be responsible for. My daughter is allergic to mold now. She has had several doc visits since this. And let me remind you are held responsible under a warranty. So until you agree to make the whole roof right and fix all the wood you and your crew left hanging and messed up due to poor ******* ship AND fix my sheet rock in my ceilings that your water leaks caused then I am refusing this request. You have no shelf to your warranty polices 

  

  Business Response

  Date: 10/26/2023

  Again, we will repair your roof. Give us a call and set up time. Thanks, Cathey Roofing.

  Customer Answer

  Date: 10/30/2023

   
  I am rejecting this response because:
  Cathey roofing does not want correct the whole roof nor does he want to repair the sheet rock in my ceilings. They only want to repair the area that was where the "suspected" leak is.  He is not willing to work with me and hung up the phone on me stating this is the "only" thing they can do when the reason I have stains and water damage in my ceilings is from his company ! He said there are steps we gave to do when I have done all of them and proved to him it was leaking. do not use this company for any reason ! They do not stand behind their word or warranty!!