ComplaintsforHorn Brothers Roofing, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Horn Brothers installed a class 4 concrete tile roof on my home in 2019. Shortly after installation, severe efflorescence appeared on many of the tiles. I contacted Horn Brothers for assistance, but the company was unwilling to assist other than to refer me to the manufacturer (Boral now Westlake). I did as Horn Brothers instructed me and contacted the manufacturer. The manufacturer in 2020 arranged for my roof to be treated. While the initial results appeared good, the sealer used in the treatment has failed and the roof tiles are flaking and severely discolored - their condition is far worse than the initial product failure (see the uploaded photo). I again asked Horn Brothers for assistance and again I was referred to the manufacturer, who has provided no tangible response after five months of communication. I am deeply disappointed with both companies, but especially Horn Brothers, who recommended the tile product in question and with whom I did business directly. The amount paid by me to Horn Brothers for the roofing product and installation is $62,507 in May 2019. I am contacting the BBB now because of protracted communications process with Horn Brothers and the manufacturer and the extended periods of time between relevant events. My request is that Horn Brothers take corrective action on the defects in my roof.Business response
06/06/2023
Horn Brothers Roofing is working hand in hand with ********'s warranty department. There is an inspection scheduled for July where Westlake and Horn Brothers will determine the problem and take corrective action to satisfy all parties. Horn Brothers values our customers and are working very hard to resolve this matter.Customer response
06/08/2023
Complaint: 20096426
I am rejecting this response because: I am not aware of an "inspection" scheduled for July or any other time. The response is vague, lacking any specifics regarding potential corrective actions.
Sincerely,
*******************Business response
06/14/2023
We have reached out to the regional manager of ********, he is going to get to the bottom of the situation to find a resolution that will satisy both Horn Brothers Roofing and our customer. We will be giving you regular updates on the progress with Westlake.
Thank you.
Customer response
06/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I very much appreciate Horn Brothers contacting the roof tile manufacturer to pursue corrective action for my warranty claim.
Sincerely,
*******************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.