ComplaintsforMountaintop Restorations LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Timberland replaced my roof last year (May/June of 2023) and was very happy with everything - including how well they cleaned up my yard. Really thought everything was great. However, about 2 months ago I noticed some water stains on the ceiling of my bay window. These were never there before so the logical conclusion is something is leaking from the bay window roof (which they replaced). I texted the salesperson - never heard back. I have called the main Timberland number, 3 or 4 times, the system always puts me on hold and then sends me to voicemail. Have never been able to talk to a person but I have left a voicemail every time asking for someone to call me back so they can come take a look. Never have I gotten a call back. I'm not sure how else to contact or get the attention of the company but I'd really like to get things addressed before it gets worse (which always happens with leaks).

  

  Business response

  06/25/2024

  We made a transition in the off-season to switch our internet provider as well as go with a different marketing company to update our website.  During the transition process this message must have slipped through the cracks somehow as we were just recently made aware of this.  As soon as we were made aware of the issue, we contacted the customer and sent someone out the next day to take a look at and fix the issue that **** was referencing.  Thankfully it was an easy fix and I'm glad we were able to get this taken care of right away.  ****, we sincerely apologize for the issue and any inconvenience it might have caused you.  If there is anything we can do for you now or in the future please reach out to us directly again and we will take care of anything you need right away.  Thanks again for your business and putting your trust in us.

  Customer response

  06/26/2024

  I heard from **** ****** and *************************. *** was my original sales rep from Timberland Exteriors. Sounds like the original owner of Timberland had some medical issues and now ******************* Roofing is taking over the business. 
  
  Anyways, they sent someone out today and while he couldnt definitively say he found the source of the leak he sealed up some areas which might have been a problem. *** will be coming out this week and will do a further inspection to see if he can find anything. 
  
  Long story short you have helped me get a response and they are doing their best to resolve my issue. How to we close/resolve this issue?  
  Many thanks!
  -***********************

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