Complaints

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• Initial Complaint

  Date:08/16/2024

  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.

  Had a new roof installed and they didnt clean up after the job. We had alot of nails and old shingles. The workers arrived at 7 am and left at approximately 9 pm. I dont blame the workers, but there was no final inspection and they didnt caulk around the chimney. When we had a rain storm water began coming in the house down the fireplace. I called them and they said they would come and fix it. Meantime it rained again. I called again they said they would send a guy named ****** out but ****** was always too busy. Then they would say ****** would be coming tomorrow. We would wait around for him to arrive, but when I would call they would say they had to send him somewhere else. Then they said he would come for sure the next day. About 1 in the afternoon I called and the bosses son said oh I meant to call you he cant make it. How about tomorrow . At that point I called a contractor friend of mine and he said he would come fix it for me that day. At that point I told them to forget it and I had it handled and I was done with them. Then all of a sudden they were all apologetic and wanted to come help. I told them no dont come its being repaired right now and Im going to report them to the BBB. I just want to warn other people about their lousy customer service.

  

  Business Response

  Date: 08/19/2024

  We installed a new roof for *********************** on June 6th 2024. It took all day until 9:00 p.m. because there were two extra layers of shingles that needed to be torn off. We had bid the roof as a one-layer tear-off. Our policy is to make sure every roof is water-tight before the crew leaves the job. It took a Herculean effort over twelve hours to accomplish that. Our crews effort was commendable, as they stayed until all three layers were torn off and the roof was dried in before they left. Ive only had one other complaint on any of their roofs that the clean-up wasnt to the homeowners satisfaction. We have a unique operation where we put tarps around the house and the debris lands on the tarps. The crane lifts the tarps and dumps them into the dumpster truck parked on the street. This leaves the yard very clean, requiring very little additional clean-up. This crew has never been negligent on clean-up, and will return if there is any complaint. They have been so responsible that we havent had a single call-back in all their years of employment.
  

  When the roof was done, the owner inspected the work and the grounds and paid us the balance based upon his satisfaction. We never ask for final payment before the homeowner is satisfied. This crew never leaves flashings undone or work not completed to factory specifications. Because of the two extra layers of shingles, there was much more debris to be handled which required more time and effort. When it came to payment, I was generous with the additional charges, and I only charged Mr. ****** for a two-layer tear-off,even though we could have charged for three. Another layer would have been an additional $1500.00. He seemed appreciative at the time. I wish he had called me about the nails, and we would have come back with an additional sweep with the rolling bar magnet.

  **************** called Monday evening August 12th to report that he had water coming in or around the fireplace. I gave the information to my son ****, since **** is bilingual and acts as go-between with our Spanish-speakers, although he has his own full-time job. **** called ******,the ***** *******, and confirmed that he could be there the next morning, Tuesday Aug 13th.  Our policy is to get repairs done immediately. **************** said that wouldnt work for him, as he would be at the hospital for a good part of the day. He then called **** a few minutes before noon on Tuesday and said he was home, but by then ****** and his crew were on a job in *****. ****** said he could come Wednesday, so **** reported that ****** would be there Wednesday.  

  Mr. ****** texted **** at 6:32 p.m. Tuesday to say the pilot light inside the chimney had gone out and water was coming out from the bottom onto the hearth. This indicates that the problem had nothing to do with the roof, but was coming through the chimney cap, which covers the top of the chimney several feet above the roof level.  Water coming from the roof would have shown up on the sheetrock and down the face of the chimney.  This was following a storm producing 1 of rain in one hour.  Also, there were no leaks in the previous storms, but just these torrential ones.

  **************** called Wednesday at 12:37 to ask when ****** would arrive. **** was at work and had not checked in with ******, but he called him to get his time frame. ****** said the ***** roof he was working on was still open and he had to finish it first. **** then called Mr. ****** back to report,and said that since there was dry weather for several days, could ****** come the next morning on Thursday?  **************** texted he was done with us, we promise more than we can deliver, and he would have his contractor friend take care of it. All of this was through texts to ****, which we can provide. **** said he would leave his day job and come over right away.  **************** said not to come since he had Covid. **** said he only needed to see the chimney, not ****************, and could leave work in five minutes. He was told not to come, that the contractor friend had it handled.  I returned to the office within five minutes, and called twice, leaving a message apologizing for the lack of response from me personally, and that I would of course bear the burden of any costs related to the leak. I wasnt aware of all of this since **************** had been dealing with ****. I have been in business forty-three years and have always held myself personally responsible for any problems. I wanted to make good on both the repair and any costs involved.

  The next day, Thursday, ****** went to Mr. ******s house,hoping he could still take care of the problem. **** texted **************** to say ****** was there, but was told that the problem had been taken care of.

  From first contact to blow-up was less than forty-eight hours. **************** called us Monday evening, wouldnt let ****** come on Tuesday, and then threw us off the repair Wednesday about 1:00. I dont feel this is an inordinate amount of time to respond to a leak, especially since we could have come the very next morning.  I am still willing to make any reparations. However, judging by the lack of communication directly with me, and the lack of proof that the leak was roof-related,I can only assume that **************** and his friend discovered that the problem was with the roof cap and not our roof.

  I would like to remind Mr. ****** that he has a ten-year warranty with us.   

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22154750
  
  I am rejecting this response because:
  

   

  Id like to answer to the message from business:
       They never inspected my roof prior to giving me their bid. If they had they would have known there were 2 extra layers. There workers arrived at 7 am and left at about 9 pm. They state that it was because of the extra layers. Fact is they had another job scheduled the next day in Price **** thus the workers were in a rush to go to that job. They tried to clean up in the dark and forgot to caulk around the area where the roof meets the chimney and they left nails scattered all around our yard and driveway as well as the curb on the street. They state that I inspected the roof. I was never on the roof at all. My wife and I cleaned up as many nails as we could as well as old shingles etc.  They only used the crane in the front yard, not the back. They are trying to say its the homeowner is responsible for the inspection. Im 73 years old and Im in no condition to climb up on a roof to see how there work was performed. To my knowledge they never did either. I took their word for it because they told me how great they were. I thought they would return and do a better cleanup. They didnt. It was an extra dry summer and we never had any real rain until about 3 weeks ago. It was a downpour and we had water coming coming out of our fire place. I called **** because he said it was better to talk to him instead of his dad. He said he would send ****** the next day I told him I had a doctors appointment and I would call him when I got out. I did and he said ****** would call the next day. I agreed. I called him around 9:30 the next day and he said he  would text ****** and he would be on his way. We waited around until around 12:30 and I called him and he said that he forgot to text me and that ****** would not be coming and maybe he could in the next few days because it wasnt sun to rain. I was angry and did not answer him right away. I called a friend of mine and asked if he could come and look at the roof. He came and climbed up on the roof and said that they had not caulked around the roof and chimney and thats why we had water coming in. He said he could fix it so I told him to go ahead as it was starting to rain again. I then texted **** and told him it was repaired and that I was done with them because of their lack of urgency. I almost immediately got a call from **** and he wanted to come over and apologize and bring some caulking. I said I had ***** and didnt want to see him. They then tried to blame the problem on the chimney cap. How can they do that without even looking. They claim ***** came the next day. We were home all day and never saw anybody!   Then they write a letter saying because of the lack of communication directly with me next I quote the lack of proof that the leak was roof-related I can only assume that **************** and his friend discovered that the problem was with the roof cap and not our roof .  My friend is a contractor his name is *************************** his phone is ************. He and his dad were home builders and remodelersa for years. **** also states that he does think this is Not an inordinate amount of time to respond. If we had been at our other home our hardwood floors would have been ruined. Also it appears that ****** is the only one who can fix a problem or they would have sent someone else immediately. Please call *************************** he can confirm the leak as well as all the nails and debris because his sub contractor came to install new gutters and wouldnt do the job because of the nails in the gutter of the street. Thanks
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/03/2024

  The only inspection we want from the homeowner is to make sure he is satisfied with the clean-up.  If its not satisfactory, we come back immediately.  Communication would have solved this issue.**************** says how many nails and pieces of shingles he found, but he never called us.  He says he thought we would come back and do a better clean-up, but we didnt know since he didnt contact us, and ****** does such a good job on clean-*** that we didnt expect any problems. **************** paid us a few days after completion, and his dissatisfaction with the clean-up was not made known until this contact with the BBB.

  
  We were called Monday evening. We were told not to come on Tuesday. ****** wasnt able to come on Wednesday, and we were told Wednesday not to bother coming on Thursday. ****** did come by on Thursday, called **** from his truck, and **** called Mr. ****** to say ****** was there and could do the repair.  **************** said it was taken care of, so ****** drove away without knocking on the door.  I do feel Monday evening to Wednesday noon is not an exceptionally long delay to respond.  However, I am sorry we didnt make Mr. ****** happy with our efforts or our time frame.

  
  We have sent a $200.00 check to reimburse **************** for what he paid his friend, ***************************. We also have tried to apologize for the difficulty and lack of communication, and we continue to wish for peace between us.  We are very sorry for the trouble **************** has had because we didnt respond as quickly as he wanted.  We also couldnt have known there were three layers of shingles without damaging his roof to check. I know that added extra costs he wasnt expecting, but it couldnt have been known until we tore off,and we didnt charge for the 3rd layer.   

  Is there anything we can do at this point to rectify the situation?
  *******************