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:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I am a realtor; my Seller/Client hired Sunnyside Roof to replace all gutters. However, my client clicked the wrong vendor info when paying them online through *****. We notified another vendor about the wrong payment, and the other vendor immediately paid Sunnyside through ***** the $2500 they received from my client. We have all the documents and proof of payment to prove that Sunnyside has received the payment through zelle, not through my client directly but through another vendor to whom my seller accidentally made the payment. After Sunnyside received the payment, they filed another mechanics lien on my client's property, claiming they had never received it. We have tried to contact them multiple times and texted them the approved payment was sent to them, but they never returned our call. They leave us no option but to seek legal action.

• Initial Complaint

  Date:03/20/2023

  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.

  Sunnyside failed inspection for failing to comply with California code.Initial installation was incomplete and a punch-list of twelve items, which included a failure to flash or install drip edging along the roof eave, did not nail the roofing at the manufacturer-recommended interval for strength, sloppy water liner left hanging out into view, drip edge had open corners for water intrusion, etc. Failure to extend the roofing material coverage and flashing into the nook where the soffit meets the roofline. In that nook the plywood was left exposed, with no shingles or waterproofing whatsoever. Sunnyside failed to use industry standard roofing nails, and now nail penetrations through entire roof, including through the exposed redwood ceiling of the living room.With the first winter storm of the season, a 4'x6' section of newly-installed roof blew off in the wind and rain, leaving open raw roof exposed, with rusting nails. Upon inspection (and photos), the nailing pattern on the roof edge was spaced further than manufacturing spec, and was insufficient to hold the roof down. One month later, during the subsequent rain storm, water drips started in our living room requiring buckets to collect the water. Upon further inspection in the attic, five additional leak points were identified, all distinct, and all of them at points of flashing or corners or intrusion of vents installed by Sunnyside.failure of a licensed contractor to fulfill the terms of an agreement. In summary:Sunnyside provide poor workmanship; abandonment of a project (failure to address or fix leaks in roof);failure to understand building code;lack of reasonable diligence in executing a construction project (didn't follow manufacture or industry specifications or standards, no QA/QC of workers)use of false, misleading, or deceptive advertising (25 year warranty)

  Business Response

  Date: 03/31/2023

  To whom may concern, 

  Please all the attachments. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19624428
  

  
  

  I reject this response from Sunnyside. As of this date Sunnyside has still not addressed the roofing installation and water intrusion concerns. The allegations they made here are false and easily refuted. Each and every accusation we have offered in our original complaint is well documented in dated photographs and signed contracts, and in our written communication with the company. There is no insurance claim being made Sunnysides comments in that regard are false and have never been mentioned in our communication.  Sunnysides tone towards women is also deeply concerning. I am The Wife referred to in their response. I am a General Construction professional who manages trades and scopes of work on large ******** projects. I am the homeowner and Sunnysides customer.

  
  

  Sunnyside has a contractual obligation to fulfill their warranty. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/10/2023

  To whom may concern,

  please see attachments 

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19624428
  
  I am rejecting this response because it is untruthful, highly unprofessional, angry, and displaying an extraordinary disrespect for women and for Sunnyside's customers. 
  
  As of April 22, 2023 Sunnyside has not even begun to investigate the cause of five water leaks on our roof.

  On March 14, 2023 Sunnyside roofing promised a written report and plan of action to determine the cause of the leaks and repair our roof. We have not yet received that plan. Sunnyside has not conducted a standard water test on the problematic areas. Sunnyside has not repaired or addressed any of these leaks in any way, including by demonstrating that the leaks are due to another cause. It is unclear how Sunnyside could draw conclusions about the cause of the leaks without testing or checking them, and it is unclear what the company is referring to in its claim of "having addressed the roofing installation and water intrusions... to the highest extent." 
  
  The company is contractually bound to service their warrantee on our roof for 5 years.
  
  The company's other allegations should require proof and documentation from Sunnyside, none of which has been provided. All of the documentation, photographs shared here and public records for inspections contradict Sunnyside's allegations and support our initial complaint.
  
  For the record, we will briefly address each of Sunnyside's allegations towards us here: 
  
  1. We are habitually taking advantage of contractors? This is an unsubstantiated and wholly mysterious insinuation, and false.
  
  2. The husband said ****** was messed up for a while: This did not happen. Another Sunnyside employee with limited English misunderstood a conversation about a different part of the house not relevant to the roof or siding. 
  
  3. Sunnyside "found" evidence of missing shingle: This BBB complaint is the first time we have seen said picture, provided here by Sunnyside. It indeed shows damaged shingles DURRING THE **** DEMOLITION BY SUNNYSIDE. If Sunnyside believes this condition is the cause of leaks (to be determined) then it is also responsible for that condition by failing to disclose what it saw on that day or to rectify the situation before reconstructing our roof on top of such conditions. This was never mentioned and it demonstrates a new gross negligence. It also contradicts Sunnysides assertion that the winter storms and high winds were the cause of the shingle loss. They cannot assert two distinct causes at the same time. 
  
  4. Sunnyside found "the main leak" was coming from a siding deficiency: There are at least 5 leaks of equal importance. Sunnyside suspects a siding deficiency as the cause of one, but has not tested that leak, or any of the others. 
  
  5. Sunnyside asserts we have rejected their conclusions: Untrue. They have not yet delivered the promised report with their conclusions, nor tested for the cause of the leaks. There has been little substantive communication from Sunnyside to us, other than what they have written here.
  
  6. Sunnyside characterizes other leaks as "small" leaks: When a new roof leaks does it matter if leak is large or small? And what defines small? In this case a gallon bucket was filled in about two hours.
  
  7. Sunnyside "strongly believes" the chimney structure is to blame for a leak: Based on what test or inspection? Also, Sunnyside reconstructed said chimney structure without customer approval or informing customer. That work would also fall under their workmanship warrantee. 
  
  8. "The wife's" professional experience in question: Sunnyside's statements are both incorrect, and also irrelevant. But they constitute a personal attack and intimidation. 
  
  9. Sunnyside denies failing inspection, stating it passed two final inspections: There is no such thing as "two final inspections.". There were two inspections because the first one failed and did not comply with code, as the public record with the town of *********** shows to anyone who asks. When a "final" inspection passes, there is only one inspection.
  
  10. Sunnyside claims it did not abandon the project: Sunnyside completed the initial work on the project, though with serious quality concerns at that time. Subsequently when the roof began to leak, Sunnyside abandoned the homeowners, has not honored its warrantee, and for more than 7 weeks now failed to take action, to test the leaks or to repair them. During the first two weeks of this problem, it continued to rain heavily. We asked Sunnyside to help with a temporary protection of our roof -- a tarp, or plastic -- to protect against further damage until they could service their warrantee. Sunnyside was unresponsive to that request, allowing the conditions in our house to grow worse. 
  
  11. Sunnyside alleges homeowner demanded they break code and cut the shingles: This is not true. The change they describe was not requested, and it was not executed, and it does not describe our house. 
  
  12. Sunnyside claims its nailing pattern is standard: To this day we have nails protruding from the roof visibly in multiple places, including in our interior finished space. A requested third party evaluation could determine whether they consider this is standard, but the pictures Sunnyside provided to the BBB should speak for themselves. 
  
  13. Sunnyside asserts that our house is on a hill and therefore more exposed to bad winter storms, which were exceptional. The roofing shingles from GAF are guaranteed to ************************************************************************************* even remotely close. 
  
  14. Sunnyside asserts they fixed our roof the first time the shingles blew off and failed, and that we should not expect that warrantee to automatically cover additional instances of leakage: This is contrary to the language of Sunnyside's warrantee and contract which they are legally obligated to honor. 
  
  15. Sunnyside accuses us of false statements and threatens a lawsuit for disparagement: This is a form of intimidation and attempt to bully their customer into dropping their request.
  
  16. Sunnyside alleges insurance fraud: This is false. There is not and never has been an insurance claim of any sort. It is unclear to what Sunnyside is referring to in this serious allegation.
  
  Sincerely,
  
  *******************************