Complaints

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• Initial Complaint

  Date:03/05/2025

  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.

  This started in 6/27/23. Will *** came out and repaired a leak in the roof over the deck. He said he guaranteed his work!!! It leaked, called, called no answered, this went on for the rest of the year with it not being repaired.. I went on line and complained, even called his office. We had hurricane Bryle. Called and called for help, he finally came out with I guess the chance to make more. He came we pointed out that the so call leak he repaired still leak. He sent out a team how remove the front part of the roof replace it. Gave him a check ##**** for $4,550 Sound good but low and behold the leak on the roof over the deck still leaks, we told them when they came out it need to be repaired, it was not. More phone calls, more phone called nothing. Finally he said I will sent some one out, but no one came more calls more calls. The guy finally came out, went out said he did a some caulk bead at the top. That did not work when it rained, we called again and again. The same guy came out went up and said he move a pip or something over!!!! Finally with the rain yesterday, IT LEAKED REALLY bad worse that ever. So where is the guarantee, They have yet to remove the roofing over it to see what needs to be repaired... We are in our 80' and live on SS, that money means a lot to us. I have copies of the messages I have sent to Will. I hate doing this complaint but I have no choice. My husband has said he is going on the roof to see if he can fix it, that is not going to happen if I can stop he, he is 80 with a bad leg

  

  Business Response

  Date: 04/09/2025

  The first call into the office and first time I had ever done any work for *** or Mrs. ***** was June 2024. 

  I did not install the original roof. 

   

  *** ***** went on the roof with me and we discussed the best way to try and repair the leak. We decided to remove the Valley and replace the shingles. I told him that I was not sure if it would solve the issue. He decided to go ahead with the repair despite my uncertainty it took a month for decent rain to test the repair, it did leak and he called me to discuss. I returned to his home and we decided to remove and replace the lower section. The work was complete and we did still have a small leak. I was aware of the leak and planned to return and figure it out.

   

  The hurricane had us very busy. We are a small business and do our best to get to everyone in a timely manner, but sometimes due to circumstances out of our control its not always as quick as we would like but we did return and fix the leak. 

   

  *** ***** called me and said it was fixed but the skylight had started leaking so we went back out and repaired that also and did not charge him for that, the leaks have been repaired and *** and Mrs. ***** have sold the home and moved away from the area. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23023645
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Burns    The complaint that I am talking about is the leak on deck from the cover over it, he came out said he fixed it and he guaranteed work. my husband wrote him a check for $800, it still leaked and never came out to repair!!!  He send one of his workers to look at it he moved a pipe or wiggle it and it leaked worse than ever, been over a year or more, phone call messages, worthless his guarantee is worthless  He needs to return the $800!!!  We sold the house and had to discount several $1,000, very unhappy.  I can't show you the photo we moved and it cost us thousands as a discount to the new buyer, she could have it repaired

  

  Business Response

  Date: 04/14/2025

  The first contact from this customer came into our office in June 2024.
  My company did not install the initial roof.

  I stood on the roof with *** ***** himself and told him that I didnt think the $800 repair was going to suffice and I think we should either repair the whole lower section or replace the whole roof. At the time they moved forward with the small repair. Repair was completed. Calls came into the office after Hurricane ***** and we were very very busy. As a small business we make it a point to get to everyone in a timely manner. They called back in September 2024 about getting the larger repair done but due to the hurricane our time frame was a little longer than usual but we went out and replaced/repaired the other side. I was fairly confident that the issue was solved but as the initial roof work wasnt mine, I couldnt be 100%. 
  
  *** ***** and I communicated through this whole process and at one point he said the roof was not leaking in the repaired area but was in another area. This was in November 2024. 
  I went and repaired the area at no additional charge. 
  
  He called back January 29, 2025 and said there was a leak in our repaired area. We went back out in early February and did a repair. The valley was covered with leaves and holding water. We removed the leaves and repaired the skylight. We received a call at the end of February about a small leak, went back out and repaired it. Then we find out there is a complaint when we have done all that we can to remedy the situation. 
  
  I cannot guarantee work that I didnt complete. 
  However, any work that was mine or that I could help. I tried to right the situation. My advice from day one was that they replace the roof.