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Complaint Details
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Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I employed the contractor to restore my roof in July 2023 and given in writing a 5 year warranty the roof started leaking a few months after my ceiling has a number of wet patches. The owner cam out and was shown the damage inside the home he inspected the roof but left giving no information as to what his company will be doing since then I have phoned 8 times left messages spoke to a girl who told me she would pass on the information to the team no response has been received. I have left 3 messages to ******* who came out that gave us the estimate he has not replied seems this company is a scam please adviseBusiness response
02/22/2024
**************** was not present for the initial consultation, roof assessment, roof inspection and product application... so it's quite evident that there is a misunderstanding regarding what we do and the service provided. We treated the roof for ***************** on July 10, 2023. An independent state licensed and certified roofing inspector was also present and gave us approval to treat the roof and provided a roof certification which enabled them to maintain their homeowners insurance. We are not roofers... we do not warranty against leaks. We treat shingles which restores flexibility and granular adhesion. Attached is a copy of the warranty that was provided. When **************** called, we did come out as a COURTESY to take a look at the roof and see if there was anything that we can see. We did speak with **************** and explained what we do and what we did for him... so, we're not sure quote sure what he is expecting us to do at this point. There is nothing more we can do. We treated the shingles and got him a roof certification for insurance. We simply did what we said we would do... and are not responsible for any future leaks.Initial Complaint
08/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On march 1st, 2021 i paid $3000.00 to roof rejuvenate, LLC, for a guaranteed 3 year life extension on my roof shingles. During the course of discussion prior to agreeing to proceed, ***, the franchise owner, said yes , insurance companies would accept the 3 year life extension as a result of his treatment. Based on that we elected to proceed. Approximately 1 year later, i was informed by my homeowners insurance ******* had exceeded its 20 year lifespan and would require replacement, and no, they nor any other insurance company would honor any type of treatment that claims to extend the life of roof shingles. I informed roof rejuvenate of this , *** said those details were not discussed, i told him they were, however since i would have received only 1 year of treatment, not 3 , prior to replacing *******, he agreed to refund me $1500. I have yet to receive, and no return calls.Business response
08/18/2023
Yes, on March 1, 2021, Roof Rejuvenate, LLC treated ******************** roof, However this is the only true statement made by ****************. After his roof was assessed by our team, it was determined that his roof was marginal and that while normally, our application is warranted for 5 years, we could only give him an additional 3 years of life to his roof. During this time period (before June 2022), there was no acceptable alternative to roof replacement in the eyes of insurance companies. If an insurance carrier wished to drop coverage or force replacement, there simply was no option. **************** was NEVER told that insurance companies would recognize our treatment as an alternative to replacement. We have treated thousands of roofs here in West *************** and would never mislead a customer in regards to insurance carriers acceptance of this process.
Fast forward to June of 2022, property insurance reform legislation has been passed here in ******* which now prohibits insurance carriers from denying coverage or forcing roof replacement solely due to age. If a roof has 5+ years of life remaining and certified by a state-licensed roofing inspector, it is ILLEGAL for an insurance carrier to deny coverage or force replacement as a condition of renewal.
At the time we treated ******************** roof, there were no protections or legal alternatives... and we would never have told him otherwise. In early 2021, we had zero control over the actions of the insurance carriers... and even to this day, we still don't have any control unless we get approval from a state-licensed roofing inspector.
Simply put, **************** was looking to buy a couple more years with his current roof and he insisted that we treat it even though we could not warrantee it for the full 5 years that we normally do. It is unfortunate that his insurance carrier forced him to replace his roof, but that is far beyond anything that we had control of at that time.
There was never any discussion regarding a refund of any amount. We did what we were contracted to do... and we actually re-treated his roof 6 months later for free even though it wasn't needed because he insisted on it.
Again, it is unfortunate what was going on here in ******* with insurance companies before property insurance reform was passed...however, it has nothing to do with what we do, our product, and our process.
Customer response
08/23/2023
Complaint: 20486308
I am rejecting this response because, ***, is not being honest regarding our conversations. Yes we agreed on a 3 year treatment, however *** did say insurance companies will honor the life extension of the roof treatment. When I followed up with *** after less than 1 year of the 3 year warranty, stating the insurance company would not honor it, and ******* had to replaced to keep my homeowners insurance since it had exceeded 20 years, he agreed to meet me half way on reimbursement of my cost. That cost was $1000 per year for 3 years, and since I would not get the remaining 2 years of treatments, which I havent, he would split that $2000 with me and refund me $1000. I believe i had previously stated in this correspondence that the agreed amount was $1500, I was in error, the amount agreed to over the phone was a $1000.00 reimbursement.
Sincerely,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.