ComplaintsforEmpire Roofing & Restoration

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Empire Roofing & Restoration was hired to replace my roof 3/31/2023. A crew was there from 7am to 7pm to replace the roof of a 2-story townhome. I contacted the project manager of my installation 6:41pm near completion (and before the crew left) regarding areas of irregularity particularly the right front. My project manager told me that it looked like new shingles were placed on top of old material and the area would be redone. Later, after speaking with his boss at Empire he changed his statement. I spoke with Empire owner Monday 4/3/23 and he said he would send another man out to inspect the right front area. That man was on the roof for approx. 30 mins applying more adhesive to a bad area. 2 weeks after installation, the roof looked worse with an unusual, wavy, raised appearance. I had the roof inspected on 4/12/2023 by a roof inspector. Empire, me and inspector spoke on conference call about the inspection issues primarily that the installation is not up to GA code, no roofing nails are around the edges, and there are areas where old flashing was not removed. I emailed Empire Roofing the inspection report 4/13/2023 and 4/16/2023. I asked that we set an agreed upon date for Empire to rectify the issues. I live in a covenant, attached community and prior notice is required. I made numerous attempts to reach Empire by phone, text, and email about making the corrections/completion. I heard nothing for days until 11 pm on 4/20/23 via text from the project mgr stating they would be there the next morning. I replied that less than 12 hrs notice is not sufficient and he would have to call me to reschedule. An Empire roofer showed up on 4/21 AM anyway (Ring camera). I told him to leave then the *************** mgr called me in a rant. He called me a liar, they badmouthed the inspector, then called my adjuster to convince her to deny a supplemental claim out of spite. A witness in my office was privy to this conversation on speaker phone.

  

  Business response

  05/01/2023

  To Whom it may concern, 

  We have attempted to address this customer's concerns regarding the findings of Countrywide Roofing Company.  This customer came to ** after being highly recommended to our organization by a satisfied previous client.

  At this time we have sent the customer a request to schedule for a roofer to return to the property to address the below concerns:

  Items to repair:
  Remove and Replace overlapping shingles in the valley
  Add additional nails along the Drip Edge
  Remove and replace up to 20 shingles with foot traffic damage
  Repair the nail pop 

  We are not able to repair the area on the right front slope due to the work that will need to be completed along the neighboring roof. 

  All the repairs were completed per the scope of work from the customer's insurance company. The cricket the customer is requesting was not pre-existing and mainly located on the neighboring roof. 

  We are in agreement to repair all items listed above with the exception of the cricket 

  Empire Roofing and Restoration, **** is dedicated to serving our customers with the upmost respect  and professionalism. We can not address false claims regarding the rant described in the complaint nor did Empire Roofing and Restoration, *** attempt to convince the insurance company or adjuster to deny a supplemental claim. 

  Our company is doing all we can to ensure this customer is satisfied with the work performed. We have not received a response to complete the requested items or payment for the full roof replacement. 

  Thank you,

  Empire Roofing and Restoration, **** 

  ************

   

  Customer response

  05/19/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

   

   

  To whom it may concern. In regard to the complaint against Empire Roofing & Restoration. I DO NOT accept their response as it is not factual. I am confused as to why you have closed the complaint without giving me an opportunity to respond. I was not referred to Empire Roofing by a satisfied customer; I was referred by a work colleague who is also his next door neighbor (*********************). Empire Roofing has not completed the work on my home, in fact the workmanship has been substandard from the beginning. I have tried to work out with them from the day of installation to correct the sloppy/bumpy areas. *******************, the owner, has been angry with me--instead of the crew that messed up my installation. ************** has not once apologized or offered to make it right as a good business owner would. I paid for an inspection once ************** told me he would not correct areas where the roof had visible holes and unevenness. The independent inspection showed multiple errors which were not completed correctly, were not up to GA building code, and where the crew had installed damaged shingles. The inspector spoke with ************** over the phone and discussed a plan to get the items resolved. I reached out for over a week--repeatedly--via email, text, and phone, to schedule a time within my community covenants for Empire to come back out. They did not respond to my correspondence. Instead, I received a text after 11:00pm nearly two weeks later from the project manager, *************************, stating they were coming that next morning. I texted back that that would not work with less than 12 hours notice and that he would have to CALL ME and reschedule. He said okay I'll reschedule. I have text messages confirming this. The crew still arrived at my home the next day as seen on my Ring camera, and I had to ask them to leave. Within a half hour of asking the crew to leave, I received a two-way call from ****** and ******************* ranting at me. They accused me of lying about the payment plan that ************************* had set up (I have that on Ring camera also), and ******************* directed ****** to call my adjuster to get my supplemental claim denied and to send the final punch list to my insurance company, even though the job has not been completed (the job is still incomplete). I was at work, my phone was on speaker in a closing attorney's office. Multiple people heard this two-way conversation. At that point, it became clear to me that Empire Roofing was not concerned with making things right with their faulty roof installation and doing the best for their customer. They wanted to punish me, not help me. It was at that time that I began the process of cancelling their contract. When a business tries to hurt you and not help you, why would you want them on your property? How could I trust them to correct issues when they were so clearly angry?

  
  

  As of this date, Empire has put a lien on my home which exceeds the amount that the insurance company allowed for my installation. That I do not understand.

  I have lined up a competent roofer to clean up after Empire's crew and get my installation up to GA building code.  I will pay the new roofer, and submit to Empire the remaining funds minus the expenses I have incurred: $150 for the property damage they caused (I have a text from ******); $200 for the inspection (I have the receipt); and current legal fees (still accumulating now that Empire has filed a lien).

  
  

  Kind Regards,

  *****************************

  Complaint #********

  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/31/2023

  To Whom it may concern, 

  To address ******************************* additional complaint regarding her concerns going unaddressed. 

  ********************* which is her co-worker is in fact a satisfied customer of ******************************************* and **********************, *** that did refer her to our company. We have made many attempts to schedule a convenient time to go out to ********************* property to ensure all her concerns are addressed. We have emailed her and reached out via phone several times. (Please see the attached original email sent to *******************). She did not reply our email request or the emails sent from your organization The BBB. This lead to you closing out the complaint. 

  We have placed a lien on the property at this time due to the lack of communication on her behalf. The lien is for the exact contracted amount agreed upon and signed. (Please see the signed contract attached). Our corporate attorney has also reached out to ******************* to attempt to resolve the issue for the outstanding balance along with the ability to ensure she is satisfied. 

  Empire Roofing and Restoration, ***., is not attempting to hurt *******************, only to ensure the work has been completed has to her satisfaction and the balance owed is paid. We have included a photo of ********************* townhome as well for your records. 

  We truly are making all and every attempt to resolve this issue. 

   

  Thank you,

  Empire Roofing and Restoration, ***. 

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We worked with ******************* in November who gave us a price to repair our damaged tile roof. We gave him the go ahead and signed a contract on 12/7/22. **** had been very responsive in the first 60 days or so. He told us they obtained our tiles and would soon come out to do the job. But after our waiting three months, we were getting only excuses such as the crew truck broke down on their way to our house. That was over a month ago. We have called, texted, emailed and left messages with the office receptionist. No one gets back to us. It is now four months and we have no idea whats going on with our job.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩