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Complaint Details
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Initial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our address is *************************************************************************************** Condominiums, managed by ***************************** We are owners and have resided here 24 years.in the CC and Rs for ***********, Keystone is responsible for the roof. Keystone contracts with **** Roofing.2/6/2024, I reported a leak in our living room ceiling via an e-mail maintenance request page to ******************** following it up via phone to ******** at ********. The next day, **** Roofing placed a tarp on the back of our roof. Today is July 7th. We still have a tarp on our roof. No one from **** has contacted us regarding repairs.5/20. E-mailed ******************* at ********. She states according to ****, roofers completed roof repairs at the end of April. This is not true. A tarp remains on our roof. I am home all day, no one has been on our roof/completed repairs. I spoke with **** at **** the week prior and they said our unit is not scheduled for repairs. 5/21. E-mailed Tulu at ********. She replies the whole building should be getting repairs.5/28. Spoke with Yolo at **** Roofing. **** states they had closed the work order for our unit as having been completed.5/28. E-mailed Tulu to let her know Keystone needs to communicate to **** Roofing the work has NOT been completed and the work order needs to be reopened.7/7. No one is addressing the roof leak and tarp issue in our unit. It has been FIVE MONTHS. Keystone has not replied to my last e-mail in May. **** Roofing completed roof work on the unit next to ours two months ago.I am tired of the back and forth between myself, Keystone and **** Roofing. I want a supervisor from **** Roofing to contact ******************* and get on the same page regarding our unit still requiring roof repairs and tarp removal.I want this resolved within the next 30 days or further action will be taken.Business response
07/08/2024
Hi *****,
I apologize that you have not had proper clarity on your roof repair project up to this point. I'm hoping I can help with that. Here is the timeline according to our records:
2/7/24: Tarp installed to mitigate roof water intrusion and proposal for repair sent to association for approval.
4/3/24: Proposal for permanent roof repair approved by ***************** of Directors. Proposal noted 14 weeks estimated lead time from date of signed contract (due to unusually rainy winter season).
5/20/24: Tentative start date (of mid-late July) notification sent to management company for distribution to owner/ resident.
Please note that this project is currently tentatively scheduled to begin the week of 7/22. We will send a hard start date and time to your management company when we are approximately 1 week out as sometimes this tentative date can shift a bit due to unforeseen circumstances.
It looks to me like your project was confused with your neighbor's project in terms of communicating start/completion dates to you. For this reason, you were told by your management company that the project was already completed.
I'm sorry that this has been a long and frustrating process for you. I will be personally tracking this project to ensure you don't experience any further issues. Please feel free to reach out if there's anything else I can do to help in the meantime.
Best,
*****************************
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Contact Information
2230 La Mirada Dr
Vista, CA 92081-8854
Business hours
Today,Closed
MMonday | 8:00 AM - 5:00 AM |
---|---|
TTuesday | 8:00 AM - 5:00 AM |
WWednesday | 8:00 AM - 5:00 AM |
ThThursday | 8:00 AM - 5:00 AM |
FFriday | 8:00 AM - 5:00 AM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.