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Complaint Details
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Initial Complaint
14/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were originally very pleased with this roofing company when they installed our roof in 201* - they were quick, reasonably priced, and it appeared to be good quality. Unfortunately, since October, our roof which is still under warranty has been leaking through the bathroom ceiling when it rains heavily. When I reached out to this company, they said they would come look at it, then did not set up a date to do so. When I tried to follow up, they stopped responding to me entirely. My father reached out to them and they responded to him, even though he is not the homeowner. They came out to take a look and said the roof was fine and blamed the leak on condensation. My dad shared pictures with them showing a hole he saw in the roof when he went into the attic. Still, no response. Now it is *** and the ceiling is leaking again, only during heavy rainfall- indicating a roof leak. There is now a smell in the bathroom and the ceiling is soggy. I am concerned about mold growth and safety. I have reached out to the company again, with no response. I am now reaching out to other companies and will have to pay someone else to repair what is under warranty with this company. I am frustrated that this company will not respond to the homeowner, but will respond to my father who does not even live in the home. As well, this company is not honoring their warranty by fixing the problem and further water damage has occured in the meantime. The company either needs to immediately repair the issue or pay for the repairs I will have to hire out.
Business response
07/06/2024
Hello ******************************* and BBB,
The complaint was filed on ****, and shortly after I received a phone call from her father and scheduled a time at **** for a check up on the issue. I checked the roof and made sure there was no installations issues, and still believe the cause is due to condensation. *******, her father and I discussed the issue and we agreed on the following:
1. Since I inspected no issue with the roof installation, the cause may be due to condensation, and if it is we will offer her services for replacing the pipe at a charge.
2. We wait until the next heavy rainfall where ******* will contact me, and I will come inspect the problem, if it is due to an issue in roof installation, we will fix the leak under the warranty.
And in response to the following to not answering her phone and the late response to the dispute. We take plenty of calls each day and may have missed *******'s call. Under no circumstance do we ignore our client's phone calls, and we apologize for the frustration of not being able to reach us. Also, regarding the late response to this dispute, it was because I visited their home on **** and we agreed on a temporary resolution, therefore I was not following up with this case no longer. As of now, I am waiting for *******'s call or email to follow up with the case. Please feel free to correct me if I am wrong on anything I mentioned, and let me know if there is any other questions or concerns.
Thank you,
****
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.