Complaints

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• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had new roof installed about 12 months ago... Started noticing a leak that was getting bigger, also stain/s on ceiling getting larger. Obviously after having a new roof, this was the last thing I was expecting. I also understand that ARP was to evaluate and examine the quality of roof decking/roof sheathing (wood under the actual roof) prior to installing the new roof, in case any needed to be replaced. I contacted ARP immediately to come check it out. They sent a ***************** to my house the next day, which was great- at this point, it seemed like ARP was just as concerned as I was and wanted to resolve this quickly. However, I thought it was strange that the man who came to check the roof simply left without telling me anything (not even, "Im finished, or "okay goodbye, we'll be in touch"). Okay, no problem. I patiently waited to hear from them. I did not hear from them. I had to contact ARP 3 days later to see what was going on. I had to leave a message, as nobody picks up the office phone. I forget if I had to call a 2nd time before I received a reply, but "*****" returned my call. This was a Monday (pretty sure it was Oct 24th, 2022). She stated, "oh yes, let me check this for you...okay someone was at your house and I simply need to contact that individual to see what going on." She then said "okay, I will have someone contact you tomorrow and discuss what needs to be done." At this point, I'm waiting for a call Oct 25, 2022. Nobody called me. I waited another ?2-3 days and contacted ARP for a 3rd time-left a message. Never received a callback. I patiently waited another 3-4 days before calling a 4th time- still no callback. I called a 5th time explaining same through another voice mail. No reply to date. Today, I called a ?6th time, however this was a message stating that I'm fed up waiting and am contacting the BBB. A formal complaint is more than appropriate at this time. Absolutely ridiculous, and I've been exceptionally patient w them.

  Business Response

  Date: 12/12/2022

  So we did have someone go out, we dont have a set schedule for the crew when they go out to look at a potential leak, etc. 

   

  The guy that did go out said the roof was properly installed.  He also mentioned that he thinks the stains on the ceiling were prior to the roof being replaced. He also said that the spots are in the direction of the wall, noting that the siding might have an issue.  This was all relayed to the homeowner.

   

  We spoke to the homeowner multiples times, so Im not sure where is getting that he called 6 times.

   

  As for this complaint, its completed.

   

  *****, Office Manager

  ARP Renovation LLC (Roofing & Siding)

  ***************************************

  PO Box 1086