ComplaintsforSowell Roofing, Inc.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to remedy several problems regarding the poor installation of my gutters for THE PAST FOUR MONTHS! The office manager, Joy, is more interested in drafting long messages delaying the repair process. The first employee they sent to "research" my claim he arrived late and appeared to be high; he did not have any equipment, nor was he dressed to do any work. In fact, he said that he was NOT ABLE TO REPAIR the gutters that were already installed. Then the owner, Tim, came out to assess the problems with the gutters and said that he would be able to make the necessary corrections. He also did NOT have any equipment nor was he dressed to work. Since he agreed to make the corrections last month, I have not received a response regarding a time and date for installation. At this time, I prefer a full refund. I have gotten estimates from two other companies for the cost to fix the problems, but Tim refuses to refund my $1500 as well. I have been stuck going back and forth with them for FOUR MONTHS! I will hire a more reputable company to remove the ineffective gutters and install a new system correctly. Some of the major problems are: there were not enough down spouts installed. There is less than a 2" gap between the gutters that were installed and the edge of the roof leaving me unable to remove leaves! Additionally, this small opening does not allow water to drain from the roof into the gutters. Instead, the water just shoots over the entire gutter system causing flooding in my basement several months ago.

  Business response

  12/08/2023

  We appreciate the opportunity to provide clarity on the matter. We value your feedback and want to ensure our clients have a complete understanding of the situation.
  The gutters were installed in 2021, and since your initial contact in mid-September of this year, we have consistently maintained open communication to address any issues you've raised. Unfortunately, our attempts to resolve the situation have faced challenges, which we would like to address.

  During our first repair attempt, our repairman ****** was unfortunately sent away, and subsequent drug-abuse accusations were made against him. We want to clarify that our team undergoes regular drug testing to ensure a safe and professional work environment, and we have never encountered any issues with ****** in this regard.

  Despite these challenges, we scheduled another date for Tim to personally come and perform the repairs, ensuring you could be present to observe. However, after Tim's inspection of the gutters, a different situation unfolded, where your representative refused to allow any work and demanded payment for another contractor. Tim had no choice but to leave the job site once again without being allowed to perform any repairs.  You mentioned that Tim was “not dressed to work”, but it is important to note that a person's choice of wardrobe does not dictate their ability to complete a job.

  Regardless of that, when Tim and ****** inspected your gutters, they did find a few legitimate issues with the gutter seams and downspouts that they have been consistently willing to fix and that they believe will address the concerns you have brought to our attention. We sent you an email outlining the scope of the work we would complete, and it appeared that you were receptive to moving forward with the necessary repairs and even asked us to estimate how much material costs would be to do a separate repair outside the scope of our warranty. We were in the process of determining materials costs, when your sudden negative reviews halted out progress and we were sent another email by you demanding $1,500 or else there would be legal ramifications towards us. We see no justifiable reason or legal obligation to pay for another contractor to install new gutters, especially when we have consistently expressed our willingness to address concerns under our warranty. 

  Due to ongoing legal threats, we have sought guidance from our legal counsel. Consequently, all efforts to complete repairs are temporarily paused until further guidance is received. We hope for an amicable resolution and are open to further discussion once legal guidance is provided. Our priority remains addressing your concerns professionally and within the bounds of our contractual obligations.
  

  
  

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