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Complaint Details
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Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7-14-22, MC Roofing inspected my leak and provided a quote to repair garage ceiling leak.7-18, came out and repaired leak. 1 1/2 day job.7-20, we departed for vacation.7-25, MC Roofing paid in full; $2232.00.10-4, returned home and discovered the leak had not been repaired and mold on the ceiling.10-5, contacted MC and informed them of the situation. This was after *** and they were backed up--right fully so. I was told they were compiling a repair list and I would be added--she said they would get back in a few weeks.11-11, they came out, inspected the leaking area and agreed it was a warranty issue and they would be in touch.*****, I received an email from MC saying they would be out between 8-9am on 11-22.11-22 At 10am MC Roofing was a total no show and never called. I phoned the office and the gal said she would check with scheduling and get back--she never called back to discuss. I was upset and replied to her on ***** email expressing my dissatisfaction and told them I was going to file a complaint with the BBB if the repairs were not complete by *****. Ever since I sent that email, MC Roofing will not answer the phone when I've called. I've left several voice messages with no returned calls, and they have not replied to any email since that day.I have a written quote from MC Roofing that mentions their 1 year warranty on repairs.I felt good reaching out to MC Roofing initially since they were an A+ rated, BBB approved Contractor and I find it strange that as soon as I mentioned filing a complaint with you folks, MC Roofing went silent.Very unprofessional in my book.At this point I want my leak fixed or a complete refund of $2232.00.Customer response
01/16/2023
After several attempts to reach MasterCraft Roofing I finally spoke to *************************** and an appointment was made for today. They came our, did additional work on my roof and was told the problem is fixed. I won't know until the next rain. The communication from MC Roofing has been very poor and I hope this is finally resolved.
The communication with MCR was a result on my persistence--they never reached out after the complaint was filed or to letters written by myself.
Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
MASTERCRAFT PUT A NEW **** ON OUR ****************************************************************** BACK MAY 2018. WE WENT DOWN THE FOLLOWING ********* WAS LEAKING. THEY TORE OFF THE **** BECAUSE THE SHINGLES WERE TORN FROM NAILS BEING SHOT thru. the back of the house is a flat roof they put a pool liner not tar. they have been out twice to repAIR THAT FLAT **** WHICH HAS RUINED MY CEILING BECAUSE LEAKING THRU THE ************** FAN. LAST TIME OUT WAS JULY 2022 .WE CALLED BEFORE HURRICANE *** TO INFORM THEM THAT IT WAS LEAKING AGAIN-ALOT IN THE SAME LOCATION. I HAVE CALLED THEM 3 TIMES SINCE THAN AND A NEW OWNER IS TAKING OVER SHORTLY TOLD US SHE WOULD TALK TO PREVIOUS OWNER TO SEE IF THE 10 YEAR ******** WOULD BEHONORED. I DONT THINK IF A NEW OWNER TAKES OVER THEY CAN VOID OUT THE **** WARRANTY.PLEASE HELP OR ADVISE ME .
Business response
10/17/2022
****************** was informed that we would be out to check the roof again as soon as feasible. He was not told his warranty would not be honored. We made it clear to ******************, that if damages are from Hurricane ***, that would not be a warranty issue.
We made a warranty repair on this roof in 2020. We did not receive another call from this customer until 2 years later in September/October 2022. There is currently a warranty repair work order open on this customer. Due to Hurricane ***, we are back logged and he was informed we would get to him as soon as possible. He was also informed that we are working with current customers first, which he is a current customer.
Customer response
10/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.