ComplaintsforR3 Roofing and Exteriors, LLC
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 8, 2023 I entered into an agreement with R3 Roofing and Exteriors to replace the roof on my home due to hail and storm damage. The R3 Project Manager, while inspecting the roof and after having viewed the water damage on my celing, found a loose board on the roof that was causing leaks from my ceiling when it stormed and he covered it with some construction-type plastic. He told me that they would replace/repair that when they replaced my roof. It took some time to find a contractor to remove/reinstall my solar panels so work was not scheduled until June 2024. In the meantime, I paid them $4,000 as a down payment to purchase the materials. I received the contract on June 5, 2024 after having called the office to ask for a line-by-line estimate for me and my property insurers. The contract is not written so that I can tell what is and is not included. The roofing crew removed and replaced the shingles on my roof the week of June 25, 2024. They left the plastic over the loose board when they left. I called R3 Roofing and sent messages stating that they had not completed the work, the loose board was still covered. They said it was not part of the contract. They refuse to come and replace it as promised by the Project Manager. I want them to stand by their word to me and replace this loose board so that I don't continue to have leaks in my house.Business response
07/08/2024
Thank you for bringing your concerns to our attention. We apologize for any inconvenience and frustration you have experienced.
At R3 Roofing and Exteriors, we strive to provide the highest level of service to our clients, and we regret that your experience has not met these expectations.
We understand your concern regarding the loose board also known as soffit and the plastic covering which is waterproof synthetic underlayment. It is important to clarify that while our Project Manager did provide a temporary solution to mitigate further damage, this specific repair was not included in our contract for the roof replacement. Our contract, which was provided to you on June 5, 2024, outlined the scope of work covered by our agreement, which did not include the replacement of the soffit.
We also want to acknowledge that the Project Manager who initially inspected your roof and provided the temporary covering is no longer with our company. This has unfortunately led to a miscommunication regarding the scope of work promised versus what was contractually agreed upon.
While this specific repair falls outside the standard services that R3 Roofing provides, we are committed to customer satisfaction and would like to assist in resolving this issue. To this end, we are willing to help you find a suitable contractor who can address the repair of the soffit and ensure your home is protected from further leaks.
Please let us know how you would like to proceed, and if there are any additional questions or concerns, feel free to reach out to our office directly. We value your business and hope to resolve this matter to your satisfaction.
Sincerely,R3 Roofing
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.