Complaints

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• Initial Complaint

  Date:09/15/2022

  Type:Order 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The damage mentioned in my complaint was caused by Amazon roofing. My chimney had been repointed with a new crown, it was a solid repair with no nails exposed. They tore it up when they removed the old flashing. ***, the owner , broke the driveway when he unloaded his truck. There was extensive damage to my home and property. This was caused by Amazon. They said they were bonded and insured, well I like to file a claim. Amazon is responsible for this damage, this whole situation really stinks. 
  
  
  
  Sincerely,
  
  
  
  ******* ***** to fix the leak. I asked *****, the crew leader if the flashing had been replaced? ***** said, " no it looked good."
  
  At this point I have thousands of dollars in damage due to sloppy workmanship and cutting corners. One complete side of my chimney is now coated with silicone and sheet metal. They were paid to put new flashing around my chimney and they did not.
  
  They did not do as there were supposed to in the contract. I have damage and leaks. I paid for a new roof not something that has been repeatedly patched.
  
  I want my money back for Amazon failing to abide my the contract and I want Amazon to Pay for all of the damage done to my home.
  
  My house was just about done, new windows, new drive way, chimney tuck pointed with a new crown.

  

  Business Response

  Date: 09/29/2022

  Mr. ***** signed a contract with Amazon Roofing on 7-26-2022, with work complete less than 1 month later, in mid August. Over 1 year has passed since this time, so some details may be harder to recall, but we will avoid speculation and try to stay based on facts. Somewhere between mid August and November 3rd, ***** (our field supervisor) first went out on a call for a leak around his chimney. Upon inspection, he noticed rusting nails in the mortar of the chimney. When he brought it to Mr. *****'s attention, he handed ***** 2 tubes of mortar seal to address these nails. As a roofing company, not masons, we don't carry that material on us, but him having this product posses a question to whether issues had already existed (we acknowledge this as speculation) but Mr. ***** did say issues occurred around the chimney prior. Whether a total of 5 returns occurred is beyond our recollection, but we are certain it was at least 3, with the next return being ***** and *** (owner). In this return, a water test was conducted and a leak at the flashing was found. On November 3rd, we returned and took everything around the chimney apart. We installed all new step flashing and counter flashing around the chimney, to include a saddle (diverter) built behind the chimney to promote runoff. If you look at attachments "******** ***" you will see the photos taken afterward. When looking at these photos, please pay attention to the dust around the chimney, this is from us using a grinder to actually cut the flashing into the brick. You will also see water around the chimney, because we followed up on our work with another water test to assure success, which we did. 

  On December 18th, we received texts from Mr. ***** informing us the leak returned (see ******** 3). Mr. ***** later called and left us a voicemail (listen to ******** 1). In that message he told us we are no longer permitted on his property and that he was getting an attorney and suing us. On December 27th, we texted Mr. ***** again (see ******** 4), on the hopes that his frustration had calmed and that he would allow us to honor our warranty, but he never responded. When a customer bans you from returning to their home and says they are taking you to court, there's nothing else you can do thereafter. 

  What was already terrible situation, is now worsened. Based off all the circumstances involved, we assumed Mr. ***** would move promptly on this matter through his legal channels, instead he waited 9 months to file a complaint with the BBB. Over these 9 months, we have no idea what, if any work he had done, both outside and inside his home, so how can we now determine the extent of liability (if any). Please recall my earlier statement that the final work was in fact successful at the time. In regards to other damages, if you look at (******** 9) you'll see the contract amount for $10,025 but if you see (******** *) you'll see his total payment was $9,725 the reason for the $300 off was for his damaged driveway, if you see (******** **) you'll see that Mr. ***** agreed that damage to his driveway was not a liability of Amazon Roofing.

  In closing, we're genuinely sorry to see Mr. ***** still having issues, we've wondered over these 9 months what actions he has taken and we would still like to return and possibly honor our warranty. Unfortunately that is all we offering.