ComplaintsforStronghold Roofing & Solar

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July,2022 we purchased a house that the roof was done by the above. Two days before we closed, there was a leak. The roofers fixed the leak and fixed the roof inside. About two weeks ago the roof inside to to split and than we went through a storm. I called them and ask them to fix the leak and fix the roof again. They refused and blamed it on the storm. The leak is in the same area as before and the roof damage inside is in the same area.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/14) */ Here is our response to their Google review. **** - Thank you for taking the time to express your frustrations with our company. Although we installed your roof for the previous owner and have no contract or warranty with you, we have still sent out our people to make sure your water issue was not a result of our workmanship. Please understand that when Hurricane Ian came through our area it brought a lot of wind driven rain that caused water to intrude in areas it normally would not enter in a home. We were told that the water leak or ceiling issue happened during the hurricane. Once our repair technician explained that any wind driven rain water intrusion would most likely not be covered by our general warranty but that we would still try to help, we were then told that the leak happened weeks earlier even though we were never contacted. We suggested that it might be best to wait until a normal rain to see if there is still a water leak and that we would happily come back if there was an issue. However, you were unhappy with that advice, threatened our staff and then had someone call us claiming to be your attorney. Once we have been threatened with legal action, we are unable to proceed with any further courtesy inspections, repair work or communication that is not through our attorney. In addition to this response, we would like to make sure that the BBB is aware that this person has had a non-attorney family member impersonate an attorney and threaten legal action, but offer to settle out of court. In addition, there is an air conditioning unit that has been placed on their flat roof and also siding issues that are most likely the problems for their leaks. Not any issues with the roof. In summary, our staff has been very attentive with the*********'s; honest and very helpful. We have no legal obligation with these clients - however we have tried to help them with their issue. Once they did not like that it might not be a complimentary fix because the roof was not leaking as a result of our materials or workmanship, then they became very difficult and threatening. We can include transcripts of their voicemails and texts if needed. Consumer Response /* (3000, 7, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Prior to **** purchasing the home, ********** Roofing had unsuccessfully worked on the roof. When **** purchased the house in July 2022, said roof was leaking in the back of the house. ********** came out and again unsuccessfully fixed the leak and the drywall on the inside of the room, as it was clearly never fixed. The sealing drywall began to split immediately, several weeks before the hurricane. As a result, I asked ********** to repair the sealing again. When I spoke to Melissa I expressed these facts to her, including a detailed explanation of the leaks. She said she would get with Dwight and Chris and get back to me. She never called me back. Neither Dwight or Chris ever called back. I called her the next day while she was at the playground with her daughter and she indicated there was nothing they could do because it wasn't under warranty. I indicated I disagreed as it was clear the roof had never been appropriately fixed. **** had just purchased the home and the roof was still under warranty. I never threatened her or any one else! As a result of **********'s denial, attorney *************** called ********** to inform of our intent to file a lawsuit if the roof was not fixed. Attorney********* asked Melissa to have the owner of the company or their attorney to call and as of today we have heard nothing! Clearly, these are dishonest individuals who never meant to keep their word or back their work. These are the types of business owners who must be shut down to prevent other customers from getting cheated. These are the types of situations which Florida Attorney General, Department of Business Regulation, and licensing department must become aware of to protect Florida homeowners from dishonest and irresponsible business owners. As attorney********* has already indicated ********** may fix the roof voluntarily or we will litigate this matter in court. Business Response /* (4000, 9, 2022/10/24) */ We did not install a roof for *************. We installed a roof for the previous owner. *************'s father, *************** the attorney, returned my call. After I explained to ****** again that although we have no contract or direct legal obligation to his son, we were more than happy to fix any problem that was a result of incorrect installation or poor workmanship, but if the issue was caused by wind driven rain from the hurricane then that would not fall under any workmanship warranty. He did not like my response and proceeded to threaten legal action if we didn't just go out and fix the problem. He said the roof has always leaked since his son has lived in the house, even though they have not contacted us since July and only contacted our office after the hurricane. He said that he was going to sue the previous homeowner, the realtor, the property inspector, our company and anyone else involved and that they all would sue our company. He told me that he would go after my license and livelihood etc etc. I let him know that he was absolutely entitled to take whatever action he deemed necessary. I again told ****** that if there was an actual leak as a result of our workmanship and not as a result of the hurricane or someone else's improper installation of the siding or any other work done after we installed the roof, then we would help fix the issue. He said he understood and appreciated my position. He then said that if he were in my position that he would just go and fix whatever the problem was to avoid any litigation/lawsuits. I let him know that it is not in the best interest of my company to spend thousands of dollars to fix something that is not our fault or even try to fix something when we don't know what the actual issue is at this point. I let him know that our repair man was up on the roof and did not see any flashing issues that had caused the original small leak in July. He then proceeded to say that the leak had occurred weeks prior to the storm even though they had not reached out to our company in any way. They also have no record of contacting our office about any leaking issues since July. There have been numerous extremely large storms and rains for multiple days in a row since that time from July until the end of September. He also said that our repairman had not been on the roof and that he was a liar. However, we have time stamped and dated pictures of the roof from that visit. He said that our repair person just came to the house and told his son that the leak was not our fault and to never contact us again. He also said that they called the office and said that our office said the leak was not our fault and to never contact us again. All of our calls are recorded and contradict his statements. This family has repeatedly changed their stories multiple times to fit their own narrative in order to get a water leak fixed that might not even be an issue except for during hurricane driven rain. I let ****** know that although I know he is really just trying to protect his son, I refuse to be bullied and threatened into accepting responsibility for someone else's mistake or for an act of God. Again, we have no legal obligation to this homeowner, but we have absolutely done our due diligence and have only been punished for it. Despite the repeated threats, lies and harassment, we still offered to take care of any issues that were our fault. But after our examination, we have not found any deficiencies in our work, any work done to the siding after our installation would void any workmanship warranty in that area and an act of God is also not covered. Consumer Response /* (4200, 11, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to update this complaint. As of today, we were quoted 500 to fix the leak in the back room. It was not hurricane related!!!! There is missing 1 by 4 trim board under drip edge at step down transition to back middle roof. The repairs are being done. The repairs are not be done by the original person who installed the roof and who supposedly fixed the roof in July before moving in.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 30, 2021, I signed a contract with Residential Roofing Depot to replace the roof of my home. The estimate was $16,000. I paid half on August 30, and work was scheduled to begin on September 23. On September 20, I hired another contractor to remove the hot water solar panel from my roof. On September 23, Residential Roofing began work on my home. The workers placed a tarp over my air conditioner compressor, but did not inform me that they had done so or ask that I turn it off. My compressor failed on that date. I called a local HVAC company and their technician (in consultation with the owner of the HVAC company) identified the tarp as the cause of the failure. The owner of Residential Roofing, Nathaniel *********, sent his friend, who owns a different HVAC company, out for a second opinion. His friend ruled that the tarp had nothing to do with the failure, but Nathaniel offered to pay half of the cost ($475) to replace the compressor, which I agreed to, and the compressor was replaced. The roofers finished the job on September 24. The contractor to replace the hot water heater solar system returned on September 30. When he connected the panel and turned the water on, gallons of water leaked down through my kitchen ceiling, causing $12,000 in damages. The solar contractor found the damage to the solar connecting pipe just below the roofline, which was clearly and obviously caused by the tine of a roofing shovel, which the roofers used to lift and remove the old shingles. When I contacted Nathaniel on September 30, he denied any wrongdoing by his company (although he did not, and has not to this date, actually looked at the damage). I asked for a copy of his certificate of insurance, which he did not provide. When I offered to pay the remaining balance, minus the $2500 I had to pay out of pocket for my insurance deductible, he threatened to place a lien on my home. I paid the entire remaining balance ($10,555) on December 10.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/20) */ We would like to thank Mr. ******* for taking the time to express his dissatisfaction with his overall experience with our company. We do not enjoy hearing that he is upset, but we definitely try to learn from each project. We absolutely appreciate his frustration with the issues that occurred during the course of the roof replacement. We hate it when we are unable to satisfy our customers. We do not typically place any tarps over air conditioning units. We place a mesh covering from The Catch-All system that provides more than adequate air flow - unlike a tarp. The HVAC company Mr. ******* hired came to his residence and told him that he needed an entire new HVAC system at I believe the cost of around $9000. Mr. ******* called me and told me that his HVAC system stopped working in the middle of the night and that it was my company's fault and offered to split the cost of a brand new system with our company. I apologized to Mr. ******* and asked if I could have an HVAC company that I trust perform an inspection and provide a second opinion. Yes, I am friends with one of the owners, but that had no bearing on the situation as they saved the client/us over $8000 by letting us know the broken part was under warranty and a brand new system was not needed. After the HVAC company's evaluation, they told me that they highly doubted (99% chance were their words) that it was not our fault. Instead of meeting the HVAC out at the owner's residence with him to walk Mr. ******* through why that was the case, I agreed to help the client out and split the cost of a new compressor with him for their inconvenience for the off chance that we played any role in the failing of the compressor. Now regarding the solar hot water situation, we were not in charge of that system. We were contacted a week after we had finished our portion of the work. Another contractor failed to check the water system before filling the system full of water and turning the system back on. IF we were responsible for putting a hole in the pipe, then our company would be responsible for replacing the pipe etc. We would not be responsible for water damage done by another company for not doing their due diligence to make sure their system was sealed before turning it back on. Nor would we be responsible for an inflated insurance claim. We are more than happy to take care of issues directly caused by our mistakes. The hole in the pipe was below the roof line. There was no rotted wood replaced in that area, therefore our crew would not have worked under the roof line in that area. Concerning the insurance information, I asked Mr. ******* to contact my office and they would be more than happy to provide him with all of that information without any problem as I was out of the office. I had even followed up with our office to see if the information had been requested, but they said he had not called about it. I assumed that Mr. ******* had looked into the situation further and found out that the water and pipe damage was not our fault. We understand that a couple unique issues happened during the course of the roof replacement and were more than willing to take responsibility for the shortcomings relating to our roof installation. However, we were not willing to take responsibility for issues that were not caused by our company. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The evasiveness and unwillingness to take responsibility for the damage obviously caused by Residential Roofing Depot shown in the business's response is exactly why we're in this situation. The air conditioner compressor either failed because something was placed directly on it while it was running, causing it to overhead/seize up, or it's just a giant coincidence that a 4-year-old compressor happened to fail the very day it was tarped. Either way, I accepted Residential Roofing Depot's offer to pay for half, and I would never threaten to go back on my word. The situation is resolved. I only present it as an indicator of the level of care Residential Roofing uses on clients' homes. As for the water heater, I don't see how it matters who was "in charge" of it. It was obviously damaged by a roofing shovel, and no one was told about it when the damage occurred. And I agree, I wish the other company would have discovered the damage Residential Roofing Depot caused to the pipe before they introduced water to the system, but they didn't, and I'm not sure how that absolves Residential Roofing Depot of responsibility in the matter. Yes, the damage to the pipe was below the roofline. But no contractors from either company were ever in the attic before the damage was discovered, meaning that the pipe had to have been lifted above the roofline and damaged, then dropped back below the roofline. I believe a roofing shovel would do exactly that if the roofer was not careful when removing old shingles (and, as previously stated, the damage to the pipe matches exactly with a roofing shovel tine). As for the insurance information, the conversation took place via text message. I asked for the certificate on September 30. The owner replied to me once that day, telling me he was going to pay for half of the AC compressor (he had earlier threatened to not stand by his word on that), then I had no contact with him until November 18, when he threatened to place a lien on my home (see attachment). Finally, I feel like this situation could have been resolved a long time ago if the owner had taken some initiative to actually investigate the problem and try to resolve it. No one from Residential Roofing Depot has ever asked to actually see the damage, to see if one of their tools may have caused it. Instead, the owner just automatically insists that all damage to my home is either coincidental or caused by someone else. When a large crew works fast on big jobs like roofs, occasional damage to homes is inevitable. To have the owner try to wash his hands of it without even bothering to look at the damage is insulting, as is his misleading response to this complaint. Complaint Response Date bumped because: Holiday Business Response /* (4000, 9, 2022/01/05) */ I can absolutely appreciate the frustration of Mr. *******. Our company strives to try and make every client as happy as possible. Unfortunately we have not been able to do that in this case and for that we apologize, but there are some situations where a resolution is impossible when neither party is working with the same set of information. We do not feel that attaching photos from the project that contradict what has been said or arguing back and forth will be beneficial to anyone. Trying to place blame solely on our company when multiple companies were involved is not fair or accurate - as I am sure our customer feels the same way from his point of view. Consumer Response /* (4200, 11, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) If we are not "working with the same set of information," I am very interested in seeing any contradictory information/photos that the company has. However, since the company has not bothered to come to my home and assess the damage to see who might be at fault or if their own equipment may have caused it, I am very skeptical that they actually have any contradictory information. But I am certainly interested in seeing any evidence they may have that might shed some light on the subject. I am open-minded, but it sure feels like the owner of the company is just sitting behind his desk screaming that nothing is his fault, without actually investigating anything.

*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. ↩