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:08/04/2023

  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.

  10/2022, waterproofing system installed. 3/2023- I checked to ensure my backup sump pump was functioning. It was not, there was sand clogging up the check valve on my backup pump. I discovered a lot of sand that had been discharged from my sump. I knew then that this sand was coming from underneath my foundation, and this was not good. I ran the discharge line to a different area of my yard to see how much sand was pumped while we were gone. We found a significant amount of sand in the new area where the sump was discharging to. We also found new cracks in the basement floor, and foundation walls. I immediately got in touch with Seagate. The only person that would come out was *** ******, my salesman. He came out to assess the issues/damage. It discovered that back in October, Seagate improperly installed the new crock. They had cut the bottom of it off in order to make the installation easier. this allowed the rising water table to wash sand out from under my floor and foundation into the crock and to be pumped out. Seagate replaced the bad crock 1 week later. Seagate acknowledged at that point that the damage to the floor and walls stemmed from this erosion issue, caused by the improper installation. The crew thought it best at that time to not bust up and repour the broken piece of floor because of how much water was flowing at that time. I agreed with this thought. Fast forward to about 6 weeks ago and I reached out to get on their schedule for the repairs that are necessary. That is when they sent their “production manager” to my house so he could “take pictures of the problems”. Several weeks of hearing nothing back, I reached out again. That is when I was directed to contact the owner directly. After many attempts I finally spoke to Mr. *****, who feels Seagate owes me nothing, and that I am simply out to get his company to fix issues that are unrelated to Seagate's poor workmanship.

  

  Business Response

  Date: 08/21/2023

  *** *****, owner told BBB that they fixed the issue with the crock and the cracks you speak are not affecting how the waterproofing system works.  Mr. ***** acknowledges that approximately 6 weeks ago he had a scheduled appointment to meet with you, but had to cancel (2 hrs. prior) due to a medical issue.  He talked to you after and asked to reschedule, and you refused.  

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The last conversation we had with *** ***** on Friday July 21st, he was rude and hung up before another appointment could be scheduled. We were told to contact an attorney which we have done. We have not heard from him again and not have we ever refused a meeting time with him. 

  
  
  
  Sincerely,
  
  
  
  ***** And ******** **********

• Initial Complaint

  Date:02/22/2023

  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.

  Seagate was called to repair a small leak on my roof. The estimator (*****) recommended replacing a larger roof area. The work was done in early 2022, and Seagate contractor left debris in the gutters and mess around the house. Several months after the job was completed we started noticing multiple leaks in the areas in which work was done. The leaks only happened with heavy rains, which made the cause hard to detect, especially that the original repair had been done during winter months. Those new leaks were larger than the original leak that Seagate was called to repair. I contacted *****, and for months worked with Seagate to resolve the issue. After multiple phone calls and attempts to resolve, Seagate denied that the leaks were a result of their work. During one of the phone calls, the owner of Seagate yelled at me over the phone. I had multiple other roofing companies evaluate the job and conclude that the work by Seagate was done improperly and was the cause of the new leaks. Despite that, Seagate refused to redo the job or refund money. I hired an expert who conducted an independent inspection and issued a written opinion regarding the cause of leaks, concluding it was Seagate's workmanship that caused the new leaks in the new areas of the roof. I finally hired a new roofing company who redid the job and replaced the area of the roof that Seagate worked on. There have been no leaks since the new roofing company completed the job. Seagate refused a refund, were very rude, and eventually stopped responding to communication. Submitting a complaint is the last thing I wanted to do, and I expressed it to Seagate multiple times. Unfortunately, this is a necessary step due to the manner in which Seagate handled the issue, and especially the rude treatment in response to attempts to resolve. While the work was performed in January 2022, the first leaks were noticed late February or early March 2022. We worked with Seagate to resolve until July 2022.

  

  Business Response

  Date: 03/02/2023

  [BBB Transcription via Email]

  Ms. ********,
  
  We received the follow up information regarding ID#******** (********) which contained a letter from a home inspector and some pictures which contained an opinion. Unfortunately, that is just an opinion. We have thoroughly hose tested that flashing on 2 different occasions, one being on or after date of inspector’s letter. Some of the pictures are from before work was done by Seagate because there were new shingles and counter flashing on back of chimney. To discuss any type of refund we would require some type of receipt or paperwork showing issue was solved by just replacing work done by Seagate as we are convinced additional leaks were coming from further up the roof. The inspector’s pictures even show the difference between existing shingles and our new shingles. Pictured skylight is also well past its warranty life. So, in closing we would like to visually see that issues were solved by replacing just our work or whether entire area was replaced as we suggested earlier on.
  
  Thank you
  **** ******
  Seagate Production Manager 
  ************
  

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Seagate's response essentially suggesting that we are lying is offensive and representative of how they have been handling this entire issue. After costing us time and money, and treating us extremely poorly, they continue to refuse to take responsibility for poor workmanship. Their arguments will be addressed in order below, but the pattern of their responses (before BBB complaint and in response to it) indicates that Seagate never intends to take responsibility for their work. 

  Re: Seagate's comment in response to a detailed inspection letter from an independent and very well respected Roofing Inspector: "Unfortunately, that is just an opinion." The inspector's findings are supported with evidence. These are facts, not an opinion. We actually requested inspections from two other roofing contractors, who criticized Seagate's work and opined that the shingles in the entire area of their work needed to be replaced. They are attached. In light of this evidence, Unfortunately, Seagate's response is just a misguided opinion--or a dishonest attempt to avoid responsibility. 

  Re: "We
  have thoroughly hose tested that flashing on 2 different occasions, one being
  on or after date of
  inspector’s letter." Seagate hose-tested the roof once only; the other time they came to inspect, but did not hose-test the flashing. When they did come to hose-test the area, they used a single hose from my garden, and that hose was not sufficient to recreate the condition of heavy rains that caused leaks in the areas worked on by Seagate. As we had indicated from the beginning, the difficulty with diagnosing the condition, and discovering Seagate's poor workmanship, was that the leaks were only active during very heavy rains. I took many videos and provided them to Seagate on heavy-rain days. I communicated with Seagate each time during the heavy rain notifying them of the leaks. They never arrived here during the rain or right after the rain and see the leaks. The independent inspector arrived on the date of heavy rains and documented the wet condition after the rain damage. Seagate is misleading again by suggesting the date of the inspector's letter is the date of the actual inspection. Notably, I informed Seagate that I was obtaining independent inspections and that they consistently pointed to the Seagate workmanship issue. Seagate continued to refuse to take responsibility. Now that we had the area redone, I again waited for very heavy rains before concluding that the new repairs remedied the problems. They did! The new contractors only re-did what Seagate was originally paid to do--but they did it properly.

  Re: "Some
  of the pictures are from
  before work was done by Seagate because there were new shingles and counter
  flashing on back of chimney." These are the pictures taken by *****--Seagate contractor, which he took when he was first asked to come and inspect the original small leak in October 2021. We provided *****'s pictures to the inspector so he can opine on the condition of the roof before Seagate's work and after. I had these pictures because ***** sent them to me to convince me that we should spend $2,900 on their work rather than just pay someone else $200 to patch the minor leak we initially experienced. 

  Re: "we are convinced additional leaks were coming
  from further up the roof." Don't be silly. Even Seagate (*****) opined that the roof was still in good condition when he originally came to inspect the first leak. Both before and since then, we had multiple other contractors confirm that the overall condition of the roof is good and the leaks are coming from the flashing work done by Seagate.
  

  Re: "skylight is also well past its warranty life." What does it have to do with the fact that Seagate's work caused leaks in my roof? The skylights do not leak. Once again, Seagate is trying to avoid responsibility by shifting attention from their work to something else. Skylights were leak-free before Seagate came to work on our roof. Seagate removed shingles around skylights causing leaks in that area, but the leaks were never coming from the skylights but from the poor work done in that area by Seagate and their failure to properly secure the new shingles with the old. This is well-covered in the inspection report and the fact that there are no current leaks in the area of skylights is further proof that the leaks had nothing to do with the warranty life of the skylight.

  Re: "To
  discuss any type of refund we would require some type of receipt or paperwork
  showing issue was solved by just replacing work done by Seagate." I am attaching additional documents. However, this has taken way too much of my time and has resulted in absolutely no hope that Seagate will take responsibility and that they are a company that is willing to admit that their contractor did a poor job. A company with proper cus***er service would have resolved this issue long ago. We have been dealing with them for over a year now since the poor work was discovered. 
  

  We hired Seagate to repair a very minor leak. They convinced us to spend $2,900 to replace the entire area around the chimney. They opined that the roof condition was still good and did not require replacement and that the bigger repair area will ensure that we can continue to enjoy this roof for longer. It was their professional judgment and recommendation that we relied on. After paying for their work, not only did we continue to have the original leak, but also multiple new leaks that were never present before Seagate was asked to work on our roof. After months of frustration, damages to the roof and newly-renovated room, and absolutely horrible treatment by Seagate, we needed to pay again to re-do their work, when initially the small leak would have cost us $200 to repair. There were other issues with Seagate's work in addition to the leaks, including failure to communicate about the delays in even coming to fix the roof in the first place, or sending their contractor on a Saturday without any prior notice to us that someone was coming. The contractor left terrible mess in the work area. After all that, the fact that Seagate is still rated A+ on BBB is surprising. 

  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 03/21/2023

  [BBB Transcription via Attachment]

  This is our final comment regarding ID#********. As we have stated
  previously, we hose tested work done by Seagate for nearly 90 minutes and
  no leakage was ever found at flashing work completed by Seagate. We are
  pretty certain other area besides flashing was causing remaining issues
  whether it was skylights, the older shingles around area repaired or further
  up roof. At this point we are at an impasse with cus***er and feel no
  further conversation will resolve this situation.
  Thank you
  *** *****
  President

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: despite overwhelming evidence of poor workmanship, multiple inspections confirming the leaks are Seagate’s fault, the business refuses to take responsibility. 
  
  
  
  Sincerely,
  
  
  
  ***** ********