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:05/15/2025

  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.

  I had a roof replaced for nearly ******. I was told it had a lifetime warranty. I have an area that continues to leak they did come out and fix it three times. I explained that leakage before the project was even begun. Apparently they have no desire to live up to their guarantee if it can't be fixed after the third time. This is extremely bad business and I feel taken advantage of. They want to say that it is coming from underneath the house. There's clearly not nor has there ever been water running under my house. They are just making up any excuse they can so that they don't have to fix it. The last time they fixed it, the floor did not have any water collecting. It started drying up that day and was completely dry the next day even though it was raining. It was also dry the day after that and it was still raining. It didn't rain for 2 days and then rained again and then there was the water again on my floor. If what they claim, saying that there must be water running underneath the floor in that spot it would have stayed wet and actually would have gotten wetter. Their argument is ridiculous. I did have my nephew's cousin check it out before these people came to repair the roof. After a rain and water had collected on my floor he went up on the roof in the spot where he thought it was leaking put his foot on it and my floor got much wetter. So I know for a fact that it comes from the roof. I'm not making this up I don't take advantage of people people take advantage of me. I would not complain if I did not fully believe that it came from the roof. They did replace the entire section but I don't think that's the problem. They put in flashing but that clearly didn't work. There has to be another solution. I know they have tried but they are supposed to guarantee their work and should fix it completely. If they didn't think they would be able to fix it then they shouldn't have accepted the job. I regret having recommended them to someone else. Now I have to redo it

  Business Response

  Date: 06/09/2025

  To whom it may concern,

  This letter is in response to a complaint made by ****** ********. We were called out to assess a roof for ******. We made our assessment and gave her a quote on replacement. We completed the project, received payment, and all was well. Some time had passed and we received a call from ****** stating that she had a leak. We returned to assess the issue. She showed us splotchy wetness on the hardwood floor throughout the house. There was no standing water on the floor. No where in the house was there water coming through the ceiling or walls. There are also zero water marks on the ceiling anywhere. We thought the situation was odd and it seemed as if the moisture was making it's way through the floor as it was all over her bottom floor. Her bottom floor is inches from the dirt in spots and within a foot of the dirt throughout the rest of the house. It's an old farmhouse with no moisture barrier between the dirt crawl space and her old hardwood floor. We inspected the roof and there was literally nothing wrong with any of the shingles or flashing. Everything was as it was supposed to be. She pointed out a spot that she was sure it was coming from, so to make her feel better we tore that area up, reshingled it, and, flashed it with all brand new material. Some time passed and she called again with the same issue. This time, I personally went out to inspect the problem and witnessed the same issue as before. There was splotchy wetness seeping through the old hardwood throughout the bottom floor. It was certainly not a roof issue. I could immediately tell this was moisture coming through the floor from the dirt crawl space below but to make her happy we tore up the roof again and replaced it with all new materials. Again, some time passed, and she called with the same issue. We told her what the problem was and that she would need to call someone that treats basements for moisture. She refused to believe what we were telling her and now, here we are. She has an old farmhouse built on a dirt floor crawlspace that is within inches of the dirt in many places. The water on her floor does not appear every time it rains which is the first clue. it only appears when it rains hard enough and water rolls down the hill and seeps under her house at which point it seeps through the hardwood throughout the downstairs. We've done everything we can as a roofing company to address her issue. We are an ****************** Platinum roofing contractor. There are only 350 of us throughout the **. We never run away from our customers or any issues they may have concerning their roof. ******, simply, refuses to believe what we are telling her. We have zero reason to tell her anything other than the truth. If it were a leak in her roof it would be a very simple and inexpensive fix. It would be no problem at all to fix as was displayed when replaced the section she believed to be leaking twice. One side note..****** did describe the issue she was having before we replaced the roof as an ongoing problem. Without having experienced it ourselves we assumed it must be from the roof as she was sure it was the roof. After we completed the project it had rained numerous times before she had called and said the problem had returned. So this issue was present long before we did the roof and continued after the new roof was installed. Thank you.