ComplaintsforAce Roofing Systems

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 2009 Ace roofing systems, installed a new roof on my "two story multi-dwelling building".Thirteen years later as a result of the winter storms, I noticed some shingles material in the driveway.On 3/10/23 I called Ace roofing system and requested help in assessing and repairing any potential damage.The office dispatched ********************* ( the estimator) on 3/11/23 I received via email the estimate for the necessary repairs. Then on 3/15/23 the owner *********************** called me to inform me that his roofers will fix the roof that same morning despite heavy drizzle. The following day I received the invoice for the repairs which I promptly paid. ""Wonderful I am thinking""On 3/26/23, eleven days after the supposed repair I noticed loose shingles flapping in the wind. I took video evidence of the event and emailed it to Ace roofing system requesting a call back from the owner. I also sent a text of the video to *** the estimator. On the morning of 3/28/23 after the rain finally relented, I went on the roof myself to see what was happening. As the ************** show, there are many "ridge caps" that are damaged. That same afternoon, *** met me at the property to verify my finding: at first he had the audacity to show me pictures of a repaired roof. BUT IT WAS NOT *******. The next day I received a call from ***, who stated: "I spoke to the owner and he will make it right in the next 2 or 3 weeks". Unfortunately two month later, nothing has been resolved despite numerous calls to ******************** cell and office. All of my request for a call back have been ignored.I have been charged $1,980 for repairs that where never performed. Nobody ever went on to the roof. This is the most unprofessional & unethical business I have ever encountered.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2018, Ace Roofing Systems was hired to install a new roof on our commercial property that consists of 3 buildings, building A,B & C. The cost of the new roof was ******** with a 12 year warranty. Beginning in 2019, during the first rain storm, we started receiving complaints about leaks coming from the roof. We immediately reached out to Ace Roofing to make them aware. According to them, they either were repaired or our messages remain ignored. Today we are reaching out to**** because we have been trying to get Building C repaired and also seeking reimbursement for an electrical panel that was damaged from a roof leak and had to be replaced. We have tried to reach out to the owner of ACE Roofing but, again, he ignores our messages when it comes to asking for reimbursement. We now have a new leak that, according to ACE Roofing, it was fixed back in 2020 but once again water leaked in Dec 2021 causing damage to the interior of 4 of our units that are currently being occupied by 1 tenant as a pet shop. Ace Roofing Owner has verbally said that this same leak is, apparently, not their issue blaming it on the AC, but we have not received any written statement from him and has ignored our request to meet with another vendor to explain why it is not ACE Roofing responsibility to fix where this current leak came from. Keep in mind that during the winter our tenants do not use their AC's or swamp cooler. Thank you in advance for your attention with this matter.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/03/09) */ Let me just start by stating that our original contract in 2018 was under different ownership. The property has since been sold and there was never a written transfer of warranty requested by the new owner, or management company. Secondly, over these past years, we have gone out numerous times (more than 10). Yes, there were a couple of roof repairs performed at varying time of visit, however, of all the service calls we made out there, other leaks were not roof related as they pertained to the concrete wall areas, a/c units, a/c ducts, swamp coolers & the scupper drains. During each visit, we did minor repairs to those areas at no charge to the new owner. Our time is valuable as not only did we spend time, fuel, and material costs, the drive one way was over 2 hours alone. At our last visit to the buildings, we informed ******* of an old, corroded, swamp cooler on the roof that leaks dirt, and filth-mold like water, thus over time causing roof material deterioration. A video was sent to her as evidence. She then sent her a/c contractor out to inspect and determined the unit as mechanically works fine. The problem does not relate to mechanicals, rather the molding and corrosion spreading through the roof and damaging the roofing material. I appreciate your understanding, and hopeful this will defend said complaint. Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, ******************** is the new company that owns the ******** location just how ACE Roofing also changed ownership during that time. There was no problem with the previous owner from ACE Roofing in regards to transfer of warranty and it is not stated anywhere on the contract that a transfer of ownership had to be done. The warranty should be on the material not the owner. We would also need an explanation as to why the roof has had problems since it was installed. With the very first rain after it was installed, the roof leaked. Those issues were addressed pretty quickly and ACE Roofing took full responsibility. Why is a quarter of a million dollars roof work giving us this many problems since the first year it was installed? The AC units, swamp coolers skylights etc should have been sealed properly when the new roof was installed. Evidence from us as well as tenants is available and can submitted if needed. All we are asking is for the roof to be properly repaired and reimbursement for the damages that these leaks have caused to the interior of the units. Thank you. Business Response /* (4000, 14, 2022/10/07) */ In following up on said complaint, the claimant did reach out to us on 09-13-2022 with respects to a leak. We were proactive in scheduling an appointment and going to inspect the leak. Upon inspection, we discovered the roof is not the issue; rather the leaks relate to old, deteriorated swamp cooler on the roof causing water entry. Photos were shared with the claimant and communication clear. We respectfully request that the claimant remove said complaint from ***. We also sent the clamant an email on 09-28-2022 requesting removal of said complaint, yet to receive a reply.

*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. ↩