Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/22/2024
Type: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.
Received threatening emails, texts and voice mails from ******, COO of Thomas Roofing & Repair, today. Roof replacement began 4/1, rain & wind storms 4/3, water damage inside my home documented and communicated to ******. He is now demanding payment or else the issues will not be remediated. I said I will pay after remediation. He is threatening me with angry voice mails, emails and text messages. I am a senior citizen. I am scared. I need help to deal with this angry man and with the damage his company caused inside my home.
Business Response
Date: 04/22/2024
Below is the email summary of a positive outcome reached with the customer via phone this mornig. We did explain that no threats were made, but they have to inform clients refusing to pay what are legal options available are per the terms of our contract. Client has agreed to the terms outlined in the email, and we look forward to closing this project out for the client in a more than satisfactory means.
******-
Thank you for taking my call this morning. This email is to summarized what we discussed in terms of our plan to move forward and wrap up your concerns for you. This Wednesday in the afternoon, I will have ************************* come out to inspect and make any necessary adjustments to that area above the porch with the water runoff. Please do send me the video of that section, as well as the pictures of the two screens. In regards to the screens, you are authorized to procure an estimate for those repairs, and that amount will be deducted from your final invoice amount. In regards to the interior work, we will have **** proceed as scheduled for this Friday Saturday/Sunday to make repairs to the interior. We will also have **** collect the two pieces of equipment left behind, and check the moisture meter in the areas of concern prior to **** coming out. We will schedule the final inspection of the roof for Tuesday 4/30, so that everything can be handled and closed out for you prior to you leaving town. I will send the invoice over for payment in the amount of $10,000.00. At this time we ask for $7,500, and the balance to be paid on successful final inspection. We appreciate you and your patience as we work through this for you, and as difficult as it has been, we are confident that in spite of the issues we have encountered, you will be able to confirm that Thomas Roofing stepped up and did what they said they would, and met your expectations.Initial Complaint
Date:01/11/2024
Type:Status:ResolvedMore 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.
Thomas Roofing replaced ******* along with the entire community per the *** around 8/2021. I have been experiencing roof leaks ever since. They have come wait for a hard rain to figure out if the roof is still leaking. I recently started calling again to notify them that the roof is still leaking and no one has returned my call. I've left several messages. They are ignoring my calls. This also happened last year where they began ignoring my calls. I had to call from different phone numbers to get ***************************** to respond to my calls. All I want is for them to fix the roof and since it does not appear that they know how, they should file a claim with their liability insurance and have them come out to assess and repair the damage. ThanksBusiness Response
Date: 01/30/2024
We have been out to attempt to remedy the leaks at the clients home multiple times, after meeting with the homeowner and ivestigatin it in detail and providing her photo and video evidence, we do belieive we fixed the roof leak very early on in this ongoing process. The continued leaks and moisture in the home is coming from poor workmanship and defects in the stucco work. Homeowner is in agreement with us, and we are providing a letter to the customer stating our findings for her HOA/Stucco/Painters to remedy.Customer Answer
Date: 02/20/2024
The issue has been resolved. ThxCustomer Answer
Date: 02/20/2024
The issue has been resolved. ThxInitial Complaint
Date:11/28/2022
Type: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.
I contacted them about a roof leak I had after Hurricane ***. They sent out a really nice "sales" guy to inspect my roof. He went onto the roof for 5 minutes and told me he found the issue, it was a vent boot that needed to be replaced. Desperate and wanting to get this leak fixed ASAP, I trusted what he said and agreed to the repairs. It took them almost a month to come back to my house, I even had to email them and remind them because I think they forgot. They finally came to do the repairs and sent me an invoice which I paid because I was happy to finally have the leak fixed. They did send me pictures and was a little concerned that the area they fixed was a very good distance from where the leak actually was. Unfortunately my concerns were correct and when Hurricane ****** hit, I had the same exact leak occur and water was still dripping into my ceiling. I contacted them again to let them know that whatever they did, did not fix the leak. They sent out the same sales guy again to reevaluate. This time, he actually went into my attic to investigate ( I am thinking why didn't he do this the first time) He now claims that based on his experience he thought it was the boot at the time but now looking inside the attic he does not see a leak from the roof but he is now blaming my ** DUCTS ARE LEAKING down on the ceiling. He says that during the hurricanes the ** is working extra hard causing water to drip from the ** ducts??? I find this odd that I had no leaks during the entire Summer when the ** is running full blast but magically now during 2 hurricanes is the only time my ducts are leaking???? I asked them what can be done because I paid over $1000 to fix the leak on the roof and he said to contact an ** company. I am livid, I contacted the company to get some type of resolution or a refund, and it has been over a week and NO RESPONSE! They just cheated me out of my hard earned money, and I have yet to get no fix for my roof leak after almost 2 months.Business Response
Date: 01/09/2023
We are currently working with the homeowner to resolve this issue. Appointment scheduled for tomorrow morning to remedy the repairs.
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