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:04/23/2024

  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.

  Date of Transaction: February 1, 2024 Paid ****** but had the charges reversed by my credit card company as the business was unresponsive. Metropolitan Roofing was paid to diagnose and fix my roof leak. They used diagnosis methods that caused more damage and also (I believe intentionally) misdiagnosed my issue as an issue with my chimney. I called the chimney company they recommended, and they found no issue with my chimney. After several weeks of going back and forth with Metropolitan Roofing, they continued to mislead and not follow through with their work warranty. I requested that the owner call me and he never returned my calls. I finally hired another roofing company that very quickly found that the roof was the issue and confirmed that Metropolitan Roofing was deceiving me. My leaky roof was finally fixed by Guardian Roofing on February 20th. Since Metropolitan Roofing led me down the wrong path, the water damage was much greater than what it would have been if it were fixed on February 1st. The water damage was very localized on February 1st and with all the delays caused by Metropolitan Roofing the damage spread greatly on my ceiling and spread to 4 different walls. I have a quote to fix the plaster for roughly $2000 dollars that could have been much less if Metropolitan Roofing had not been deceptive.

  

  Business Response

  Date: 05/02/2024

  It is correct that we were unable to remedy her problem. This is because it turned out to not be a roof related problem, which we discovered by following the processes and procedures outline in her signed contract. She alleges now that another roofing company fixed the problem but her main complaint is that we did not provide the services she paid for at a discount, which was the roof assessment and leak repair which absolutely was done. ***************************** called us believing she had a roof leak. We went out there to find and patch the leak but discovered the leak was not coming from the roof. We provided every line item that was outlined in her signed contract and even offered to help her find the correct contractor or insulate the faulty pipe. ****** chose not to go ahead with the larger repair as she had hoped that this would be a free warranty claim because another company installed the roof and she was under the erroneous impression that their warranty would apply to other companies.
  
  
  We maintain that the line items in her signed contract were, in fact, sufficiently provided. We did go out there, we performed a water test, we checked in the attic, we tarped the chimney, we did our report - which is what she paid for. We cannot guarantee that what customers believe is a roof leak is in fact a roof leak without going out to perform a roof assessment and that is what was in the contract she signed and what we did. We fulfilled our contract and believe that payment for our repairman and staffs time in getting on her roof, performing the tests, going into the attic, taking the photos, and providing the professional assessment as well as all the administrative time and effort as well as providing the referral to a more appropriate company is more than fulfilling out end of the contract and we, therefore, dispute her claims that we did not provide services.
  

   

  Furthermore, ***************************** has already had the money she was charged for refunded by her credit card company despite all the line items in her signed contract being fulfilled. We cannot guarantee every customer will be happy or every repair will be successful, but we can guarantee the line items of our signed contract will be fulfilled and, despite what the customer says, they were.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21615840
  
  I am rejecting this response because: Metropolitan Roofing did not honor their warranty and caused undue stress and additional damage.  Please see the attached documents showing my response with pictures, the warranty and the invoice.  
  
  Sincerely,
  
  *****************************