Complaints

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• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2018, I contracted Tillman Building Services to make a roof repair. After assessing the roof, it was determined that it needed to be replaced. The initial invoice for the roof to be replaced was $17,980 with a ten-year warranty. After the tear down began, it was discovered that the price would increase due to wood rot and an additional roof system that needed to be removed. Each year, since the replacement, I have contacted Tillman numerous times regarding roof leaks. They have been somewhat responsive; however, the leaks have been ongoing and never been resolved. In my most recent repair request, after their assessment and repair of the leaks, I received an invoice in the amount of $2,814.75. This is a tactic to impose a lien on the property instead of being held accountable. This company needs to be held accountable due to the lack of integrity and disregard for the consumer.

  Business Response

  Date: 10/11/2024

  1. TBS provided several quotes. The owners choose the cheapest option with the *** minimum requirements.

  2. During the contract signing, the owners never chose a roof maintenance option.

  3. TBS completed the roof & passed all *** requirements. No ponding water when job was completed.

  4. TBS did discount the roof project approx. $6,000.00 per the invoice @ project completion. We did not have to do that. But we did.

  4. During the 6 leak calls since completion. TBS did not charge 1 penny as a Thank you for the work. TBS had to start charging the leak calls because the owners were not maintaining the roof per the issued roof warranty in 2018.

  5. The issued roof warranty states ON PAGE 1, the owners are required to perform roof maintenance & minor system repairs. And if TBS was called & the roof issue was not found to be a direct workmanship &/or material issue, the trip would be charged for.

  6. The  roof system has started to pond water due to lack of roof maintenance. The more the roof ponds, the more water the roof holds= causes more ponding water. I HIGHLY SUGGEST A STRUCTUAL ENGINEER BE CONTRACTED DUE TO POSSIBLE ROOF FAILURE IF THE ROOF CONTINUES TO HOLD MORE & MORE WATER.

  7. The owners never complained as long as the leak calls were for free.

  8. ROOF WARRANTY LINE 14= no part of this roof warranty is to be considered a contract for TBS to maintain your roof UNLESS A SEPERATE ROOF MAINT. CONTRACT IS SIGNED. The owners have never requested pricing &/or signed any roof maint. contract.

  9. The roof warranty is VOIDED as of today, 10/11/2024. Per LINE 11.

  Customer Answer

  Date: 10/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The response from the business is completely untrue

  1. There were not multiple quotes

  2. We were not presented with an opportunity to an option for roof maintenance- if the roof was installed in July, why would it need maintenance less than 90 days later? Describe what maintenance would cause a brand-new roof to leak within 90 days of installation

  3. The roof inspection was failed multiple times prior to being passed

  4. It should've been discounted more than that because it's been leaking since it was installed and instead of correcting the issue and accepting responsibility for subbing the work out to a poor crew you would rather shift the blame

  5. The workmanship and materials are poor 

  6. The roof is ponding water as a result of poor intallation

  7. I did complain because there is no reason a newly installed roof should be leaking

  8. Your service is poor, and I hope this isn't the way you conduct business or handle paying customers.

  Regards,

  ****** ********