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Business Profile

Producers

Tremco Roofing & Building Maintenance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am writing to formally lodge a complaint against Tremco regarding the unprofessional conduct of their representative, Thomas ****, and the handling of my basement sealing and waterproofing project.

    In December, I had work completed by Tremco to seal and waterproof my basement. Upon inspecting the work, I noticed what appeared to be discrepancies, including exposed sticks protruding from the wall. When I reached out to the representative to clarify why the work looked incomplete, they claimed that the job was completed correctly.

    Hoping to gain a better understanding, I requested to speak with a superior. This led to a series of delays and unprofessional responses:
    1. After my initial request to escalate the matter, two weeks passed with no response. I followed up again and was told they had reached out to their superior, but another week went by without anyone contacting me.
    2. When the supervisor finally contacted me, they initially claimed they were “busy” and later said they were “on vacation” as reasons for not responding in a timely manner.
    3. When I expressed my concerns about the delays and lack of clarity, Thomas **** stated they did not want to discuss the matter further and insisted on moving on. When I requested contact information for someone above them to escalate the issue, Thomas falsely claimed there was no one else to contact, then hung up.
    As a customer, I deserve clear communication, respect, and professional accountability, which Tremco has failed to provide.

  • Initial Complaint

    Date:04/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Our house has a warranty on the basement waterproofing through Tremco. It is a new build that my boyfriend and myself moved into in May of 2020. I have filed two warranty claims with Tremco in the past for leaks in the basement. One on 12/08/21 and the other on 07/27/22. I filed another claim on 03/21/24 for more leaks. Tremco is now refusing to honor this claim because I am not officially an owner of the home. It has only ever been myself filing claims for the waterproofing and now all of a sudden they are not allowing me to. I offered to send them a copy of my ID showing that I live at the address and they replied saying that this is their legal process. I am getting the feeling that they do not want to honor their warranty any longer since we have had so many issues with water in the basement. I would appreciate your help in resolving this matter so that I can continue with the filing of this claim. The warranty number is aR************** if that will help you in aiding me with this process.

  • Initial Complaint

    Date:06/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 need help. I’m being ignored by my Tremco warranty administrator (Javase G******). I moved into my custom-built home in late 2020 and have initiated at least five warranty service requests since then in hopes to mitigate water entry into my basement. After four of these service requests, it was decided last Summer that my patio should be torn apart to address the water issue. My patio was torn apart, waterproofing and repair was performed, and now I have water coming in immediately adjacent to the repairs. Tremco Warranty Administrator Javase G****** has now marked my latest service request as “resolved” and is refusing to answer my communications. I’ve had enough! This is the most appalling lack of customer service I’ve ever experienced, and Mr. G****** only ever seems to treat me as his problem rather than a victimized customer. You should also know, as I’ve informed Mr. G******, that basement renovations are underway at my home and are currently halted due to this water issue. I need this reconciled immediately or I’ll have little choice but to seek legal counsel. My warranty designation is ****************. Please contact me asap.

    Business Response

    Date: 06/30/2023

    Background Information
    Friday, June 3, 2023 - A service request was
    submitted through our warranty portal from ***** ****** at 11:48 AM.
    Monday, June 5, 2023 -9:17 AM the homeowner was
    advised by the Warranty Administrator (Javase G******) to register his
    warranty (this was done via an email through the warranty portal) with the
    warranty department before we could proceed with a warranty service request.  
    Tuesday, June 6, 2023 - at 10:18 AM the
    waterproofing contractor was assigned to the warranty service request. The
    homeowner was notified via e-mail through the warranty portal.
    Thursday, June 8, 2023 - at 2:54 PM the
    waterproofing contractor (***** ****) contacted the homeowner at both
    numbers listed on the warranty service request at 2:51pm & 2:52pm and
    awaited a call back from the homeowner. The message in the Activity Log in the
    warranty portal written by the ***** **** states
    “I can't make a solid determination with no
    photos”. ***** **** left his call back phone number and then at
    2:54 PM resolved the warranty service request with a note stating, “not a waterproofing
    issue - waiting for a homeowner to return my call”.

    Warranty
    Administrator Response to Homeowner
    Javase G****** has been in contact regularly with this
    customer through the warranty portal.
    Monday, June 19, 2023 - at 10:55 AM the Warranty Administrator
    (Javase G******) responded to the homeowner’s posted question from Saturday June 17th at 1:14pm as to why the warranty service request was
    resolved by the waterproofing contractor.  
    Wednesday, June 21, 2023 - at 2:10 PM the Warranty
    Administrator (Javase G******) responded to the homeowner’s question on the
    same day at 11:12 AM regarding his statement “***** **** intending to speak
    with his supervisor and nobody had followed up with him yet. This includes his
    expectation to be received with a greater sense of urgency since this had been
    going on for some time.”  The homeowner
    was also informed on this same date, Wednesday June 21st that
    the waterproofing contractor and the Warranty Administrator (Javase G******) were two different departments & two different companies. On Wednesday June 21st   at 2:23pm the homeowner stated “Thank
    you for the clarification but it changes nothing. My warranty is with Tremco. If
    you were in my shoes and suppose that I was in yours, I suspect that you would
    feel equally entitled to a reasonable effort from the warranty provider to
    communicate timely and in good faith. Ultimately you folks sourced Thomas ****
    and his contractorship.  If you have a
    problem with your vendor I respectfully ask that you give them a call to
    investigate why the request was closed and what further interest they have in
    resolving this matter. I don’t feel that responding to me to effectively say
    “not our problem, not one in the same” is indicative of good faith per the
    protections of my warranty.”

    Tremco
    Customer Survey
    This Tremco survey is sent to all homeowners once a Warranty
    Service Request is resolved. It includes overall ease of use for the warranty portal
    process, from registering warranty, courtesy search of warranty and warranty
    service request.
     Tuesday June
    20, 2023 - at 10:22 AM the Warranty Department received a survey from the
    homeowner. The Warranty Administrator (Javase G******) changed the
    Resolved status to Contractor Contacted on Tuesday June 20th at 2:12pm. - in
    the Tremco customer survey, ***** ****** completed the survey with the
    following comment – this was documented in the warranty portal.  
    Javase G****** spoke with ***** **** on June 20th - he mentioned that he had already spoken with ***** Wireman on June 9th regarding this issue. ***** Wireman was then going to handle the concerns with
    ***** ******.
    Wednesday June 21, 2023 - at 7:00 PM *****
    Wireman/Quality Assurance Representative with the waterproofing contractor (while
    on vacation) contacted the homeowner stating “Mr. ******, I apologize for the delay. I will need
    to perform an inspection of the area to determine next steps. Unfortunately, I
    am on vacation until July 5th. Would you be available on Thursday, July 6th at
    10am?” At 7:15 PM the homeowner replied stating " Hi *****. Thanks for
    your reply. We will make ourselves available on Thu., July 6 @ 10:00 a.m.
    Thanks again and enjoy the rest of your vacation.”

    Resolution
    The customer
    was responded to regularly via email messages from the warranty portal (Javase
    G******, ***** ****, ***** Wireman) and personally by phone from ***** ****
    with ***** Wireman corresponding to ***** ****** to schedule an appointment for
    July 6th. ***** sent a message thanking him for the reply and agreed
    on the appointment date.

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