ComplaintsforUniversal Roof & Contracting

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Universal Roofing was hired per the contract attached to complete 3 roofs in Jacksonville **. Universal first visited the location in September 2023, took core samples and inspected the roofs again in October and November ******************************************* December 2023 which was signed by all parties and deposit of $28,120 was paid.Despite multiple requests Universal has refused to start work on the properties. Universal again visited the site in March and April 2024. On April 4, 2024 Universal stated they would be scheduling the jobs to start. On April 8 Universal stated they did not want to perform to the contract, that the original contract could not be honored due to mistakes in the bidding which were their fault. They claim the site conditions do not allow them to work on the roofs but this is despite them acknowledging the multiple site visits/core samples/etc. On April 9th Universal stated 2 of the buildings were fine to work on and they would be able to finish the job. On April 10th Universal stated they would need an additional $67,500 additional for those 2 buildings. I would like Universal to honor the original contract terms and they currently still have my deposit. They have repeatedly lied about the contract and their ability to honor it which has led to substantial delays in renting the properties. I plan to file a complaint with the ******* ************************* for ****************** Trade practices and pursue them for any additional costs associated with the delays and a new roofer coming in last minute.

  

  Business response

  04/12/2024

  We apologize for any confusion or inconveniences we *** have caused to ****************. However, there are multiple inaccuracies with his statement. Universal first inspected the property in order to provide an estimate in September. Our estimates are purely based on our abilities to examine the exterior structure as it currently sits. The contract **************** was provided and signed clearly discusses charges that *** occur beyond the original contract price due to unforeseen damages. **************** elected to enter into contract in late December of 2023. At the time of agreement, 2/3 of the properties were currently unsuitable for any type of roofing installation. **************** contracted a separate company to perform structural repairs on 526 ****** ******** completed in late March). After these repairs were complete, URC inspected again in April and noted many other concerns with the properties. We provided **************** with a start date for 520 and 526 ****** as well as a list of the concerns and potential change orders.On this email we also stated that 1323 had not had any structural repairs made and remained unsuitable to perform work on. **************** responded to the email with a request for cancellation. At that time, he also called URC and we discussed his frustrations. He agreed that 1323 was not suitable and requested a maximum price for the change orders on 520 and 526. The next day an email was sent with those **********. ********************* called and requested to cancel and refused the receipt of his deposit. It is URC's goal to resolve this situation amicably. URC is more than willing to fulfill the contracted work contingent upon an agreeance of the necessary structural work and listed change orders. If this agreement cannot be met, URC will fully reimburse the client on the existing deposit made. We are more than happy to provide photos of the existing conditions of the buildings as well as emails exchanged with ****************.

  Thank you! 

  Customer response

  04/12/2024

   
  Complaint: 21559115
  
  I am rejecting this response because: vendor has not adequately explained why the final requested amount was so materially different from what had been detailed in the bid. Please clarify why you took core samples, why you visited the site 5-7 times, scheduled installation and then subsequent to that determined that the buildings would need substantially more work than was originally bid? Vendor is simply unhappy with their original bid and promised scope and is trying to extricate themselves from a loss making contract. However, they had more than enough time to do their diligence prior to the contract being sent and signed and even subsequent to signing. This is simply an example of common deceptive practices by a roofing contractor at the last minute.  
  
  

  

  Business response

  04/15/2024

  The scope and line-item pricing on the contract only apply to the actual roofing installation itself. No wood, ISO, or structural work is accounted for in our bid. More importantly the contract clearly states, Water damaged, broken,deteriorated or rotted decking/sheathing, or other hidden damage that must be replaced, or work that must be performed, to conform or comply with Florida Building Code, Industry Standards, or manufacturer specifications will be replaced and charged according to per unit pricing. Our goal is to remove any perception of deceptive practices by creating transparency. We did not want to start the project and then send additional costs to the owner once the roof was opened up. URC is not willing to take on the extensive damages for the current bid price. *** is fully willing to reimburse the owner his deposit. 

  Customer response

  04/15/2024

   
  Complaint: 21559115
  
  While Universal is stating there is additional work required there is no reason this additional work could not have been outlined in the original bid and signed contract. Universal needs to clarify why they visited so many times, inspected the roofs multiple (6-8) times, scheduled an installation date and then at the last minute (5 months after the original visit) notified owner of this substantial change in cost? What happened in the meantime to justify the difference that they did not know about originally after multiple inspections, etc.? The reality is Universal intended to deceive the property owner by signing a contract it had no intention of fulfilling and then at the last minute requesting substantially more payment via change orders. Universal's business practices are very similar to those actions that the ******* State Attorney General has prosectued of other roofing contractors in the Jacksonville area (Kinnecorps, et ******** Universal can clarify why this is all coming up now when it was clearly evident 5 months ago it may make sense but the two options are (1) they intended to deceive or (2) they are losing money on this agreement as written and simply do not want to honor the contract at the offered price.  If the contract as written would require such substantial additional (known) costs what was the intent of entering into the contract in the first place other than to collect a deposit, wait until the last minute and then execute substantial change orders? Universal should (and will) be held responsible unless they can provide a coherent explanation of the facts or performs per the contract. 
  
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March of 2015, Universal Roofing and Contractor installed a new roof on my house. The shingles they installed on my roof were bought by Universal Roofing from CertainTeed Landmark shingles. A company they contacted. The shingles were said to be of good quality, backed by over 10 years warranty. Two weeks ago I noticed a leak in the ceiling of my master bedroom. I reached out to Universal Roofing, who sent a sales agent to take a look and assess the cost. I later came to find out that the cause of the leak was due to the seal breaking on the shingles. Further inspection of the roof revealed multiple loose shingles. An online search of the CertainTeed Landmark shingles revealed the company disconnected production of the shingles and multiple clients reported the shingles seal broke way before the life expectancy. There is now an additional water stain on the ceiling of my guest bedroom. Universal Roofing claimed their installation 7 year warranty had expired and referred to the blame of the manufacturer. My roof will not withstand a ******* hurricane this coming fall. Universal Roofing claimed to not be at fault, however, it is their company who stood by the quality of the CertainTeed Landmark shingles they installed on my roof.

  Customer response

  03/06/2024

  Good Afternoon,

  
  

  Universal Roofing and Contractor came today.  They patched the roof and apply sealant to visible loose shingles. I am satisfied with the outcome.  Thank you for your assistance.

  
  

  Marvin 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In late December of 2022, we hired Universal Roof for a full roof replacement. The began to replace the roof in the rain. I asked the Universal Roof Team to tarp the roof and wait to continue installation until it was not raining but they told me it would be fine and proceeded. My roof installation cost $23,049.72. My biggest concern was that because the roof was installed in the rain, there would be moisture trapped between the underlayment and the shingles which would cause moisture damage and potentially mold spores to begin to grow. I want on my roof to inspect it on April 22, 2023 and noticed that warping and bubbling had begun from the moisture trying to escape from underneath the shingles. I contacted Universal Roof who had a good initial response time (probably because they thought this was a new customer inquiry). Two days after my call, a team member from Universal Roof came to inspect my roof and concurred that the severe warping and bubbling was due to moisture damage. Then told me his manager, Brian B**** would be stopping by to inspect and provide me an update. After two-days I have not heard anything but when I called them, Eric Bucklew informed me that they are looking at attempting to roll out the air bubbles and warping instead of a full roof replacement. This is unsatisfactory. The roof was incorrectly installed with moisture trapped underneath and needs to be reinstalled as soon as possible. I have attached photos of the warping and bubbling as well as a one-page report of Universal Roofing admitting they are installing the roof in the rain and my concerns from December. BUYER BE AWARE. I am going to give Universal Roof one more chance to make this right before seeking legal action.

  

  Business response

  05/09/2023

  Universal Roof & Contracting (URC) has met and addressed the concerns with the homeowner. At this point we are currently working with the manufacturer to reach a resolution on the material in question. URC is committed to addressing all of the homeowners concerns and will remain in active communication with the homeowner until the issues are completed. Thank you 
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It happen on 1/3/23, we hired the Company called universal roof and contracting to renew the roof but it collapse on the day they did that. We live in this house since 2015, experian all the storm/typhoon/hurricane and the house is still good until they come. I don’t know if is because they put too much weight on the top or what have they done because there no leaking and the roof inside still look new. Now because the roof was damage, it’s leaking inside when is raining. We pay them full price which is $11,489.88. When the roof collapse, we ask them to fix the roof but they say that will be another big money to do so. So now we ask for refund but they say there’s no money left no more. I ask for a list of what have being done or where is that money use at but they still didn’t give me a list for almost 2 weeks now.

  

  Business response

  03/07/2023

  Universal Roof & Contracting (URC) started the roofing project on 01/03/2023. Upon tear off of existing roofing materials, the back portion of the home was damaged due to improper framing. URC involved the city inspector who noted an engineer would need to be involved to examine the damages. While awaiting the engineer inspection, URC provided a tarp to best protect the home until inspection was complete. URC also facilitated additional work to allow the engineer to perform his inspection. Engineer inspection confirmed the damages to the roof were caused by improper framing. Engineer worked directly with the homeowner and provided plans. Homeowners daughter notified URC that they were going to use a different contractor, to which URC agreed, but told the homeowner they would be responsible for all costs incurred. URC returned all acceptable material to the supplier to attempt to provide the homeowner with as much reimbursement as possible. URC discussed reimbursement amount with homeowners daughter, but received no follow up. URC has made multiple contact attempts, but has not been able to get in touch with owners or their daughter. 

  Customer response

  03/07/2023

  
  ********** ********
  
  I am rejecting this response because first as what I say before the roof is not damaged at all until URC come. The tarp that URC provided is not protect like there leaking inside of the house when is raining. After the roof collapse, the URC Manager tell me it will around 3-4 thousand dollar for the job that URC provide which include the tarp, the tear off. But when we tell URC that we going to using different contractor and ask for refund they say there’s only 1 thousand dollar left. We will not going to let them do the job if we know it’s that expense and honestly URC didn’t do much job and damage it and expect us to pay that much money. I ask for a list of what had been spend multiple time but never receive the list and URC only contact ONE after the price discussion. I am still waiting for the list. And right now the manager not even answer my text. 
  
  Sincerely,
  
  Qiong *****

  

  Business response

  03/08/2023

  Hello,

  After receipt of rejected response, Universal Roof & Contracting (URC)  has again attempted to contact the homeowner via the phone number on file. URC’s original signed contract with the homeowner was strictly for the roof replacement only. URC’s contract clearly states that if additional work is required, additional costs will be incurred. URC is providing a copy of the stop work order provided to and signed by the homeowner. The signed stop work order discusses the tarp and the liability associated with the tarp. As well as the requirements needed to resume work. URC will continue to attempt to get in contact with the homeowner to discuss a reasonable refund amount, but at this point has received no response. URC has incurred multiple costs with this project including but not limited to debris removal, labor, material, and on site supervision. URC, in good faith, has both provided the homeowner with an engineer and allowed the homeowner to pursue work with another contractor. URC’s objective in this matter is to get in contact with the homeowner and come to a mutual agreement on a refundable amount that is fair to both parties involved. Thank you 
  .

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 1, 2022 i called Universal Roofing because i had leaks in three rooms from hurricane Ian. The roof was only two years old and I felt it should be under warranty. On 10/5/2022 an appraiser came out and inspected the roof. At that time he told me the roof would be fixed under warranty. I did not hear back from them and contacted the appraiser again on 10/10/2022. The company was still looking into the matter. I contacted the appraiser again on 10/27/2022 and was told the damage was not not covered under warranty .He said there was no damage to the roof. there was nothing to repair except the ceilings. They said the damage was from wind driven rain and was storm related but again there was nothing to repair. He even said my roof was in good shape. On the same day, we had a heavy rain storm and I developed a leak that was not related to the hurricane. It was in a place that previously leaked in August 2022. and was supposedly fixed at that time. The appraiser told me this leak would be fixed under warranty. Again I got no response form Universal even though I was told management would call me. On 11/2/20232 I contacted the appraiser again and he said he would come by to look at it. He never showed up. When I contacted him again he said someone would call me to set up a time for repairs. Again no one called. He also said he would come by and tarp the roof before the next hurricane. He did not do that either. Wind driven rains seems like a convenient excuse to explain damage. Now I'm afraid every time it rains that I will find new brown spots on the ceiling. Am I just stuck with a poor roof? I can't believe I'm having all the trouble with such a new roof

  

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/16) */ Thank you for reaching out. We are researching your concerns and will give you an update shortly Consumer Response /* (3000, 9, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for a response from Universal Roofing. My main concern right now is that were are now in the dry season and I am unable to determine if the roof will leak further. Business Response /* (4000, 11, 2022/11/30) */ Hello Mr. and Mrs. *******. For some reason I haven't had any luck getting through on the phone but wanted you to know that I have the roof repair scheduled for this Thursday 12-1. Santiago should be out there between 830-930am to get that taken care of for you. please feel free to reach me at ************ if you need anything Consumer Response /* (2000, 13, 2022/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Universal came out 12/1/2022 and did repairs. Hoping that this solves the problem

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2021, Universal Roofing was engaged for a re-roof. As part of the re-roof, the pool solar was removed and then replaced at completion. In January of 2021 I noticed the solar was leaking onto the roof, requiring frequent water top offs to maintain the pool level. I contacted Universal Roof and was told a project manager would reach out. Chris W, from Universal, reached out, visited, and found the source of the leak. He advised that he would report it and the company would determine who would repair it (either Universal or the pool subcontractor). After 2 weeks of waiting, I called for an update and was told by reception that they would have Chris call me back. After emailing Chris at cw*****@universal.com on March 3rd and waiting another week, I called again to be told that Chris no longer works there and someone else would get back to me. I called again on March 8th and was told someone would get back to me. I called on March 17th and was told they were very busy with a recent storm and someone would get back to me within a few days. On March 23rd I called again but got voicemail. I left another message asking for a call back and for some level of management escalation. This has been going on for over 2 months and needs to be resolved.

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/24) */ Hello, We sincerely apologize, management will be reaching out ASAP to address this situation. Thank you Consumer Response /* (3000, 7, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Friday, March 25th Jackie, from Universal Roofing left a message indicating someone would come out on Wednesday, March 30th. No one came out and no one called. I still have to top off my pool because of this leak and can't understand why Universal Roofing will not get back to me. Business Response /* (4000, 12, 2022/04/13) */ Hello, Spoke to leadership and they stated that the repair was made on April 7th. Jaky will be reaching out to follow up. Thank you

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We contracted Universal Roof and Contracting to install a new roof, as well as manage other logistics including remove/reinstall of solar panels and new gutters. The project began December 7, 2021. Our first problem was that the solar people did not remove all of our solar panels so the workers could complete the job. We had to wait another week until they returned December 15 for the roof to be finished. Then we had to wait again for the solar people to reinstall our solar panels. I had to call someone at Universal (the beginning of January 2022) to say they weren't done. And the gutters were not up. I talked with someone at Universal because they wanted final payment. (I returned their call) Per our contract I signed, final payment was not due until the job was complete. Then we had to wait until January 19th to have the solar panels reinstalled. While they were reinstalling them, our pool cleaner noticed that our pool pump (solar) equipment was leaking. The pool cleaner said something that day, while they were on the roof. They did not fix it. It did not leak before this. The following week, on January 26th, our pool cleaner said it was still leaking. The solar people have still not reconnected our water heater to its solar panel. After this, I talked with Anna at Universal saying we wanted the pump fixed and water heater connected before our final payment. Now they have sent us to collections. Our project is not done, so per our contract we do not pay our final payment. I also received an email from them today, February 14th. I called, but had to leave a voice message. I also responded to everyone on the email explaining our problems. I said I wanted something in writing, saying that our project was not done. I also plan to mail a copy of the email to the business.

  

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/16) */ Ms. Renee, We have received your email and management is looking into everything and will be providing a solution asap. Thank you for reaching out.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date of transaction 4/7 2020. Cost - $16,000 for roof replacement . This past spring my shingles started falling off my mansard roof. That is a roof with a sixty degree or more slope. Because of the steep slope the require a different installation than other roofs. I called the contractors local supervisor and had him to come check it out. He first told me the shingles were getting to hot. Then he said the product was defective. He kept telling me that they're factory rep. would get**************, the manufacturer to pay for them to replace the roof. He finally got the rep. by to get pictures and samples to send to ***** lab for testing. They sent me a letter of rejection for a warranty claim as I was told to do by the contractor. They said they had found that the roof was not installed per instructions provided with material and they would not honor my thirty year warranty. I sent a copy of ***** findings to the contractor and again was told the rep. would fix it. I'm still waiting.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/29) */ There is a material/installation issue on the roof. We have agreed to fix the damaged areas. We need a permit signed and returned from the ******'s to start the work. We sent an email to the ******'s for the permits on 9/8/2021 as well as a follow up email on 9/28/2021. We have received no response from them. We just called the ******'s to let them know, we will need more communication from them and receive signed documents to begin the work. We look to get the resolved. Thank you! Consumer Response /* (2000, 7, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept as long as the reference to fix the damaged areas means replacing the mansard roof on both sides of the house to *************'s specifications. I don't mean to be redundant but this is the second go round with them and my trust is below zero. I fully expect them to provide what they were paid for. There will not be any reuse of existing materials removed from the roof. And they use the term for the roof as Gambrel roof which is not a mansard roof that runs down the full height of the house. A gambrel roof does not. Trust is hard to regain. I was in the electrical industry all my life. Thank You.

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