ComplaintsforMitchell and Sons Roofing, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/05/2024 the day after hurricane ****** called *************************** a tree fell and put a hole in my roof with water coming into my living room.a lady answered the phone and said the boss gave the crew off for the day that she will have someone call me.the next day the same lady called and said someone will be out to check the roof on Thursday the 8th at 3pm.no show no call no text.call back on Friday the 9th same lady said the boss will call you.Today 08/15/2024 no show,no call or text.This company put the new roof on 02/05/2020 this why I called Mitchell f sons.

  

  Business response

  09/10/2024

  We sincerely apologize for missing the opportunity to address the damage to your roof following Hurricane ******. We understand how frustrating this situation must have been, especially given that we installed your roof in 2020. Unfortunately, we were short-handed during that time and focused primarily on repairing warranty claims. Being a storm damage repair request, it was mistakenly overlooked.
  We are actively working on improving our processes to ensure that situations like this do not happen in the future. Your feedback is valuable to us, and we appreciate your understanding as we strive to serve our customers better.
  If there is anything we can do to make this right, please dont hesitate to reach out.
  Sincerely,
  Mitchell & Sons Roofing

  Customer response

  09/10/2024

   
  Complaint: 22149562
  
  I am rejecting this response because:Iam not happy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elderly parents had their roof fixed in January 2020 by Mitchell and Sons Roofing Company. Since the day they completed the project, the roof has been leaking. The roof is still leaking to date. My mom has been reaching out to the Roofing company since Mr. ******************** and his assistant **** has been ignoring my father's calls. They promised my mother they would come and fix the issue, and they are well aware of. My mother died 6/30/2022, we had a bad rain a week or 2 later, it literally rained in the hallway and around the light fixture in the bathroom (we have photos and videos as proof). I began to reach out to Mr. ******************** who would always send his assistant ****. They have admitted the roofing error is theirs, however they refuse to fix it. They keep making promises to come and re-do the project, and they have not. My parents have a 10 year warranty they refuse to honor. I have several text messages between **** and myself referencing this issue. My dad has black mold in the bathroom on the ceiling, there is a hole in the hall ceiling and the floor is damaged. **** and Mr. ******************** promised me, that after they fixed the leak issue they would send a contractor out to fix the repairs. Neither has been done. My father cannot get homeowners insurance because of the roof issue.This is a clear case of elderly abuse, please help, I dont want to have to loose my father due to health issues caused by the black mold in the ceiling..The pictures attached is what they were supposed to repair and didnt. They were paid in full

  

  Business response

  11/27/2022

  The roofing project in ***** passed its permit inspection and has been thoroughly inspected inch by inch by multiple Mitchell and sons roofing techs, and not one defect is to be found. The home is older and designed so that the roof sets inside parapet walls; theres also a mansard roof that goes around multiple sides of the house. These areas are the current source of the leaking and these areas we were not contracted to work on these as we only did the primary roof, 
  
  We were very sorry to hear about the passing of Denises mother, and we at Mitchell and sons roofing try our best to take care of all our customers. Thats why we were willing to try to fix these leaks from areas of the house we didnt work on at no further cost to the customer. Unfortunately, our charity was viewed as an omission of guilt, despite our showing of evidence of leaking coming from other areas besides the roof. We have been blamed for the current leaking problems at home and need some more stucco work on the walls and work done to its mansard to fix it. We at Mitchell and sons roofing have a plan to fix this current leak, again at no cost to the customer, and we even offered to improve the interior damage of the home caused by the leaking; however, the crew sent to do that work was turned away. Mitchell and Sons Roofing also offered to pay for a construction engineer to inspect the home and its roof to verify the source of the leaking and provide recommendations for a course of action, however when we reached out to ****** to inform her of our desire to do this she responded that we were harassing her. As a company, we are uncertain how to proceed, and we know the roof we installed is working correctly, but we cannot convince the client of this.

  Customer response

  11/28/2022

   
  Complaint: 18446414
  
  I am rejecting this response because:
  They are not being honest.  I have proof where they stated they are coming to replace the roof and they have not showed up to do anything they have not tried to fix the problem
  Sincerely,
  
  ***************************

  

  Business response

  11/30/2022

  Yes we said we would replace the roof, if the roof was defective and If we replaced the entire roof, the home would still have leaks, because its not your roof that is leaking. we would like to send an engineer out, but we were told stop harassing ******. Would ****** like you us to send the engineer out?

  Customer response

  12/07/2022

   
  Complaint: 18446414
  
  I am rejecting this response because:  We have proof the Roofing company keeps sending out people and they keep saying they are going to replace the roof that is STILL leaking and has NEVER STOPPED leaking.  **** sent a technician out in the middle of the hurricane to see it was still leaking.  I WANT THE **** REPLACED; OR I WANT THEM TO PAY FOR A TRUE AND REPUTABLE COMPANY TO FIX THE LEAKING ****.  I will not allow them to come out and do what they have been doing since July of 2022 which is, send someone out, say they are going to fix the roof, then never to show up and just to say we never said that.  They have been doing this since July.  I have the text messages and recorded messages (since our property is monitored and all actions are recorded).  My last demand is they refund the monies and we can pay a better and more reputable company to fix the roof they never repaired
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to do a re-roof. They have came out done the roof nobody from their company ever set up my inspection when I finally called a week and a half later to have my inspection done the inspection was continued because the flat deck is holding water. I called and instructed the owner Mitch who had a crew come out a week later and they did a half job. I now have a huge hump in the middle of my flat deck and it continues to hold water I have spoke to the owner and the project manager and both of them have basically told me I am stupid. They are very unprofessional and they have left my job unattended and finished. They have been paid in full for all work but all I get is the runaround in return. They have also done some unethical stuff when they cut a electric wire in my ceiling when they were removing the flat deck they tried to hide it and tape it up with electrical tape as a fix. When I explained to them that I wanted an electrician to come out there and handle it the correct way the owner again yelled and screamed at me and gave me a hard time when all I wanted was something fixed the correct way he is not a licensed electrician or allowed to deal with electric. I would just like for my roof to be completed correctly

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/29) */ Contact Name and Title: Troy M. W. Contact Phone: XXXXXXXXXX Contact Email: **********************@gmail.com Concerning the severed electrical wire, According to Florida building code 13-610.AB.3.0.3 clearly states there must be a sufficient space of at least 3 inches between the roofing deck and any components of the home, this includes electrical wires; thankfully, despite this hazardous code violation, none of our workers were seriously injured, we did our best to safely secure this live wire and still work to secure your open roof until a licensed electrician arrived, The contract you signed states "the contractor will not be responsible for the puncture of improperly installed lines or lines within three inches of the roof deck. Customer accepts full responsibility for any repair or replacement that may be necessary." However, despite this legal verbiage placed in our contracts to protect Mitchell and Sons Roofing from preexisting home conditions that are out of our control, if we were to only govern ourselves to the fine print on the back of our contracts, we wouldn't have the favorable image we hold in this community, that is why we paid the bill for the electrical line repair, and at the time you were highly impressed and thankful for how we handled this potentially catastrophic situation, this is why I'm perplexed you've revised your interpretation of the event as mentioned earlier. Concerning our lapse in communication during the time of our project, we apologize for any inconveniences our miscommunications may have caused. Mitchell and Sons don't believe in making excuses; we hold our operation to a high standard, accept responsibility for our mistakes, and look to rectify them. However, our project manager was on a two-week hiatus during your roofing project. Ryan is our core communication hub at Mitchell and Sons roofing, and during his four-year career here, he's still made himself available anytime he's stepped away from the office; this time was different. He was getting married and going on his honeymoon. I'm proud of how our team stepped up during his absence and highly thankful for our clients' patience during this brief time we were missing a critical member of our operation. Despite his not being in the country at the time of the project and even though you made many unprofessional comments about him, Ryan acted with urgency to resolve your concerns; this speaks to his dedication to serving our clients. Concerning your failed inspection, no inspections failed as your roof is compliant with current Florida roofing codes and all the manufacturer's specs. When a building inspection is failed, a red tag is applied, and the contractor must fix the issue and pay a fine. Your inspection has been "continued," which a building inspector will do when there are no code violations or builds not to spec, but there is a consumer complaint in the event of this happening; no fine is levied. Mitchell and Sons have done all we can within reason to satisfy this complaint about the aesthetics of your roof. Any more time or resources spent is unfair to our other clients who are patiently awaiting their projects to be completed before being removed from their homeowner's insurance. Mitchell and Sons Roofing stands behind all their work, and we are unashamed about how we conducted ourselves in this circumstance. We recognize we can constantly improve. We need to convey better how a roof built to code, and the manufacturer's spec will look.

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