Complaints

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• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On April 20, 2021 I paid Roofmaster $452 to fix a leak in my roof (see attached paid invoice). According to the Service Call Agreement (SCA), section 3 on page one, that I signed with Roofmaster, there was a two-year warranty on the work. However, the agreement states that "caulking" is not covered in the agreement, but this is stated on the back of the SAC and it is not specified whether it is the caulking material and/or the caulking work that is not covered. I had a further leak at the same location in early September 2022. Despite several attempts (telephone calls and emails) I did not receive a prompt response from Roofmaster so I had the leak dealt with by another company. I did so in order to avoid further damage to a bedroom ceiling in the event of rain. The same SCA states that the property Owner "agrees to provide the Company with a prompt written notice of any complaint concerning the Company's workmanship or installation and the provide the Company with a reasonable opportunity to investigate the claim and attempt to resolve the matter...".I definitely provided the company with prompt written notice (see my email of September 4, 2022). When I heard from Roofmaster, the company representative stated that if a service representative were sent out to inspect the problem, there would be an inspection fee. When I asked if the inspection fee would be waived if it was found that the work was not properly carried out, he indicated that most service calls do not carry a warranty (see company's email of Sept. 9, 2022 and Sept. 12, 2022 and my email of Sept. 9, 2022). I do not understand why the SCA that I signed states clearly that there is a two-year warranty, but the company representative says that there is not. I would like an explanation of this and of why the company should expect a client to pay for an inspection if the inspection shows that the company's work was not properly done and is warrantied according to the SCA that the client signed.

  

  Business Response

  Date: 15/11/2022

  Hi Mr *******,

  Thanks for your inquiry. We feel our warranty is pretty clear but we will clarify our warranty on service calls:

  The warranty is 2 years on the specific repair area that we do, with the exception of any caulking. There is no warranty on caulking. In your case, we had to re-caulk to stop the leak. This is why there is no warranty on your service call. At your house, the caulking we installed failed 17months later. We have this exception for caulking because caulking old dirty shingles, flashings, pipes, vents, etc on roofs that are not installed brand new tend to have issues with the caulking adhering. This is why you do not have a warranty and would have to pay for an additional service call for us to apply more caulking.

  Hope this helps and provides clarification.

  Kind Regards,

  ******* *******

  Customer Answer

  Date: 15/11/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID 18391510, and find that this resolution is satisfactory to me insofar as the warranty on its work is concerned. That being said, I believe the company could improve how it responds to emails and telephone calls from clients or potential clients. 
  
  Sincerely,
  
  ****** *******