ComplaintsforFive Star Roofing & Masonry

• Initial Complaint

  24/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Five Star Roofing replaced my roof in August 2006. I was given a written warranty "Official Warranty Letter. This is to inform the homeowner o* ** ******** **** - Timberlea that this job was done by Five Star Roofing and Masonry, has a warranty of 25 years on materials and 5 years on labour." It has the seal, stamp and signature of the owner on it. July 22, 2023 I noticed water coming in the ceiling of my kitchen. I immediately called Five Star Roofing and Masonry. The lady that answered the phone started saying no coverage because of the wind on the weekend - we didn't have wind on the weekend. I checked the strongest wind was 20kms an hour all weekend long. 2 men came out July 24 to look to see why I was getting water. One gentleman starting saying only shingles are covered and you have to go after the manufacturer. RIGHT THERE I HAVE A PROBLEM. BY WRITTEN WARRANTY DOES NOT SAY ONLY SHINGLES NOR DOES IT SAY I WOULD HAVE TO GO AFTER THE MANUFACTURER. I had someone else read over the warranty, and they agreed with me when it says "materials" people assume it is ALL materials and NO where does it state you have to go after the manufacturer. When you purchase something that the warranty is through the manufacturer it always states that. So today their quote to fix my roof was $908. Another roofing company fixed it for $100. I telephoned Five Star today at 4:30 p.m. and asked to speak with the owner. The lady who answered the phone (her name is Brenda) asked me why I was calling and I told her and she said the "OWNER WOULD NOT CALL ME BACK". HOW AWFUL IS THAT CUSTOMER SERVICE. So I am getting the Better Bureau involved. So not only is it false advertising leading customers to think they have coverage but have no plan on helping them without billing them. And come on, $100 from another roofing company and Five Star wanted $908! The owner should be made aware. I would like to be contacted by the owner. I would like them to change how their "written warranty" is written as that is false advertising misleading the consumers. And good faith they should pay for the materials used today; after all, that is what my warranty states.

  

  Business response

  01/08/2023

  The customer called several times over the weekend and on the Monday (I stopped counting at 8 calls).  As I tried to explain the the customer, which she would not let me speak; Five Star Roofing just like every other roofing company out there warrants the installation of the material for 5 years - the manufacturer warrants the shingles for 25 years.  As Five Star does not manufacture the product there is no way for us to warrant it.

  As mentioned to the customer, warranty would depend upon what caused the cap shingles to come off if it is wind, storm, ice or critters (we get a lot of raccoons taking the cap shinges).  How they come off would be a big part of the warranty, but no warranty would provide new shingles or cap shingles as all manufacturers base it on a sliding scale and they also only warrant for defects that cause the shingles to fail.

  The customer is free to contact the manufacturer and place a claim - this will require samples, and specific pictures in order to be processed.

  It is unfortunate but in order to remain in business, we do have a minimum charge and the amount quoted was barely that.  Yes there are other companies that can be called and you can pay cash to have the work done, but Five Star does not operate like this.  All work is covered by our liability policy and WCB coverage for our employees, there is no way a man can be sent in a company truck to do that repair for $100.00

  While I understand that the customer was frustrated, the roof is 23 years old and she has lost 2 shingles, the roof has worn well and the loss was not due to poor installation and she is beyond her warranty period.
  

  Customer response

  02/08/2023

   I am rejecting this response because: My roof is only 17 years old NOT 23 years old as in their response.  The warranty I was given and had attached did no where say only shingles were covered - it stated "materials" so I am assuming and everyone that read it all materials are under the 25 year warranty as stated on the warranty letter.

  I did NOT call 8 times.  I called on Saturday when I noticed it and again on Monday morning and one other time wondering when they were going to show up as I wanted it repaired before another rain storm.

  Right from the start, the lady who answered the phone on Saturday, started to get out of the warranty saying it was so winding on the weekend and it wouldn't be covered for wind.  I checked the weather over that weekend and the strongest winds were 20kms an hour so wind would not have done it.  When I told people what Five Star said to me everyone laughed saying it wasn't winding at all on the weekend.

  Please see the Warranty Certificate that I send to you previously.  It says "materials" not shingles.  And no where does it say you have to go through the manufacturer.  If what they are saying is the case it should state only shingles and you have to go through manufacturer.

  I did everything the BBB told me to, I got the warranty in writing and now Five Star is NOT adhering to it.  Please enforce or give them and very poor rating.  I know word of mouth and the internet goes a long way.  I used to always say good things about them but not anymore.  I am telling everyone what they did to me.

  I would like them to change the wording of their warranty so future customers know the "truth" what they plan on covering.  And I would like my $100 reimbursed as they did not fulfil their warranty.
  
  

  
  

• Initial Complaint

  17/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Had my roof replaced about 2 months ago - the company did a good job and at advertised price. The only problem I have is that when they were removing shingles, they told me that I did not need the 2 on-roof vents that helped incoming air so that the powered roof fan could extract the heat from the attic so that it would not radiate down into the house because it could not escape fast enough. I was assured that the ridge vents applied would be adequate. This has proven NOT to be the case and we have had problems with heat build up inside the house similar to what we experienced before we had the attic fan and on-roof vents installed. This would have been a very simple and inexpensive way to resolve the problem during shingle installation: now it is much more expensive - if we can even FIND a carpenter to do this job. I have written the company several times with no response thus I am resorting to an official complaint

  

  Business response

  28/07/2023

  I understand that someone has been out and addressed this issue.  The homeowner requested 2 new vents be installed, which has now been done.

  

  Business response

  01/08/2023

  The customer has come to an agreement, the materials have been purchased but were not installed due to the rain.  As soon as there is free time in the schedule, they will return to the site and add the vents.

  Customer response

  03/08/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20331822, and find that this resolution is satisfactory to me, as long as it does not take a long time to do this. The reason for the vents is to alleviate SUMMER heat radiation from the attic.  Installing in the FALL does not adequately address this...  Danny

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New roof was put on home at ******** **** *********** this was completed in 7/16/2020.But for the past few months the roof has been deteriorating,have been calling Five Star roofing for the past few months to find out about their plans when to fix the roof was tal**** to the lady she keeps telling me that someone would get back to me but this never happened.Finally e-mailed the copy of contract with the warranty of labour and manufacturer warranty on materials see attached copies of statement and scope of work,labour is 5year warranty materials 12 to 20 year warranty. Thank you, ****** ****

  

  Business response

  05/12/2022

  Five Star Roofing & Masonry did attend the site earlier this year, however we will return to take another look at the issue.  Due to the current labour constraints it is ta**** us longer than normal to respond to calls.  We will make every attempt to contact the customer this week and schedule a date and time to come out and take another look with the homeowner.

*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. ↩