ComplaintsforGopher Roofing, LLC

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a roof warranty issue that Gopher is not fixing. The roof was contracted in April, 2021, and within 6 months there is visible damage from a leak. They have been to our house 6 times since November 17, 2021.We have a large wet spot in our living room ceiling that is growing. On one visit they told us it was rat urine, so we had a pest company come look and they laughed and said there was absolutely no sign of rodents.We have sent multiple emails/calls to which most have gone unanswered. Gopher sent us an email to hire another roofer to fix the leak, to which we replied on January 10 "you are responsible for the leak and the damage per the warranty of 10 years". They last came out on January 11 and left without any fix. My email to them later on this day is unanswered. We need Gopher to remove shingles and do whatever is necessary to resolve this.

  

  Business response

  02/15/2023

  To our future customers please note that we strive for quality, great customer service, and great workmanship.
  
  As it can be seen online we have 122 reviews; all awarding our company 5-Stars.These reviews speak for themselves and do not include the countless calls from homeowners or notifications via handwritten letters/emails thanking us for our services. 
  
  However, we do have customers that we could not completely satisfy but we go above and beyond pleasing them. In this case, this is the scenario: 
  
  ***************************, we apologize that you feel that we have failed you. As a company we value your opinion, however, we stand behind our work and not many roofing companies would to the extent that we have. We have provided exceptional services to you to the best of our ability. At your request we inspected your roof six times within one year. We are confident that your roof was installed correctly. 
  
  As mentioned by the current homeowner, Gopher Roofing replaced the roof in April 2021 for the previous owner. In November 2021, the homeowner contacted us. We went out and inspected the area. Our **************************, poured water, using a hose, to the area and was unable to get the area to leak. We penciled the stain on the ceiling and asked the owner to watch the area for further expansion of the stain or darkening of the ceiling. The second time, ***** went out again to inspect the area. While the owner claimed the stain had expanded, we did not see any expansion of the stain. The third time, I personally went out to inspect the area. ***** poured water to the roof area above the owner's ceiling stain for 45 minutes. Again, we could not get the area to leak. I removed the insulation in this area and put, and padded down, new insulation over this area. This way when it rained and leaked, the new insulation would show evidence of the leak. The fourth time I went out again, this was after a rain. The stain still looked the same as our initial visit back in November of 2021. The insulation also showed no signs of water intrusion. We went ahead and ran water to the area again with no luck. I inspected the entire surrounding area in the attic to make sure there were no other possible roof issues going on in the area. Nothing was found. I removed the insulation completely so that the ceiling drywall stayed exposed directly to any water dripping in the area. I even went as far as to smell the stain to make sure it was not urine from a rodent (the previous owner had mentioned they had a raccoon in the attic directly over this room). The stain did have an odor which led me to recommend the owner to have a pest control company inspect the attic. I told the owner that I did not think his issues were roof related, as all the previous inspections and previous water test showed no issue with the roof.
  
  The fifth time, in order to further satisfy the owner, we pulled up the shingles in this area to inspect the area further. Nothing was found during this inspection and the area was reroofed and secured, with nothing to note as a roof issue in the area. For the 6th time, as requested by the homeowner, we inspected the stain because he said it had expanded. Upon further review, we saw no darkening or expansion in this area much like every other time. 
  
  We advised the owner to contract a leak detection company or another independent roofer of his liking/choosing (i.e allowing the owner to feel confident that the third party is working on their behalf, not ours) to inspect the area and see if they could find or see something we had not. We told the owner that if the inspection were to show an actual roof issue, we would pay for the inspection and do the necessary repairs. However, if a third party company or independent roofer needed to be contracted we would cover any reasonable expense as long as they can demonstrate the origin of the leak. Please note that this property and roof sustained heavy rains along with strong winds during Hurricane *** and pulled through. The ceiling stain the customer mentioned has not changed. 
  
  We strive for quality and great customer service, unfortunately, there will be scenarios in which our efforts go unrecognized. Other roofing companies would not return to this project location more than twice, we have returned six times to this location. Again, we apologize that you feel the need to give us a 1-star review being that it ***** our reputation and what we stand for.  We have exhausted all of our options. 
  
  To our future customers, it's very "unfortunate'' that we have this 1-star review which looks horrible on our page. There will always be a first time for everything. We hope that this doesn't discourage you from reaching out to give us an opportunity to provide you with quality roofing services. Although we fall short of being the textbook definition of a "perfect" company, the last thing we do is give up. We continue to strive for quality, great customer service and great workmanship. Our end goal is for our customers to be happy.
  
  
  ***************************
  Gopher Roofing, LLC 
  
  8225 **********   |   ********, ** 34240
  ******************************   |   www.Gopherroofing.com
  O *************  F *************

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