Complaints

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• Initial Complaint

  Date:02/19/2023

  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.

  In the first part of Nov. of 2022, I noticed a small patch of brownish discoloration on the ceiling above my closet door. I thought it must be a leak in the roof so I called Design Roof LLC and asked them to come to inspect the area and they did. Their quote was around $18,000. I paid in 3 installments as asked by ***** *******. While doing the roof they noticed that I had a few areas of stucco that needed repair and they said they could fix for an extra fee. I had my doubts and had already contacted another company which set off Mr. ******* and he said, in a loud, grumpy voice "I already told you we are going to do the job." Then they charged me another $1800 for doing a lousy job. A lot of the stucco fell off due to the roofing job which I told them in the first place. I have made many videos on my phone in the middle of the night with rain or water pouring through the light in the bathroom. I have called and left him a voicemail and the videos. I don't know how to upload the videos from my phone but I need this repaired correctly and the damages that he continues to cause also fixed. Because the roof is not fixed correctly I am getting more damage to the other parts of my ceiling in the house. I have areas that are starting to discolor which now need to be either sprayed with **** mold and mildew primer paint and then painted over with regular paint. My dining area needs to be retextured and then painted over with **** mold and mildew primer and painted. I will take responsibility for the closet area. But because Mr. ******* did not fix my roof correctly or he damaged something in my house like a pipe while on the roof he needs to fix it and fix it correctly. I don't even use that bathroom anymore because I am afraid to turn on the light due to the water coming out of the ceiling. I would like for Design Roof LLC to repair all areas and due to the sloppy, mess they made of the stucco I would really like a refund so I can get someone who can do it correctly.

  

  Business Response

  Date: 03/03/2023

  It is unfortunate that Ms ******* says she feels this way.  Design Roof Services has replaced her roof at a discounted price & provided exceptional service in doing so.  The roof leaks she refers to were actually from the cracked & spalled stucco on the house.  We had made her aware of it & she assured us she would be getting the stucco repaired by a stucco contractor. She kept calling us about the stucco leaks and we responded each & every time to try address them.  Finally,  we installed a new coping (at our own cost) over the exterior walls on the entire house.  This stopped the stucco leaks on the top of the roof & repaired some of the stucco around the coping.  We also repaired a small leak in her bathroom & completely re-did the bathroom ceiling for her, even though our contract says the contractor is not responsible for interior damages. We have gone over & above in trying to please Ms *******.  We have completed the project & contract and acted in good faith in doing so. She received full value for everything she paid for.

  Customer Answer

  Date: 03/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  After roof completion when the roof would leak Mr. ******* would come to my home and he and his crew would always find the leak. It was not in the stucco as he claimed. It was always a seam that he had not checked and he had missed when checking over the roof. It was always just about a couple inches long and he and his crew would always have to go over that part of the roof again after the weather warmed up or the rain or snow stopped and they could go over the area again. Mr. ******* is trying to make it seem like they were not in the wrong. However, every time the roof leak happened it was due to the covering they applied and seams. He would show me videos or photos where the crew were up on the roof fixing and repairing a seam they had found were they had missed and the water had got in and was leaking into the house and running down into my bathroom ceiling. Therefore Mr. ******* is being very dishonest with you stating that it is my roofs fault and the old stucco. His crew supposedly fixed the stucco issue so that should have not been and issue if it was correctly done. If it was correctly done I would not have had so much water damage throughout my house after the roof was completed. He did complete the ceiling of my bathroom. He and one young man came to my house to put up drywall and a couple of pieces of 2 x 4. They removed the old, wet insulation however, never replaced with new insulation. When asked why they never put up new insulation this was his reply "We needed to install the two 2 x 4's to bract the ceiling for attachment to the sheet rock. We needed the space to the them installed." I know that insulation can be put in between the 2 x 4's. It was just the work of a bad contractor. I will not be using this contractor again and will for sure not recommend him to anyone. However, if my roof leaks in my bathroom he will be liable for the roof leaks because I believe that he did my roof correctly. I have a very little house and I was over charged because he saw a little, sick, old lady that he could get money from. Thanks for letting me air my complaint.
  
  
  
  
  
  Regards,
  
  
  
  ***** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]