ComplaintsforSouthern Roofing and Renovations Atlanta

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services were rendered on 9 Aug 23. During the final inspection with myself and the primary **** ***** It was discovered that the team damaged wood around the front and sides of the home. Based upon my contact, anything that is damaged during the roof installation would be fixed in a timely fashion. Pictures were said to be taken and sent to the ** in order to get a contractor here to fix the damaged. Also upon completion of the roof and final inspection, it was discovered that the ** was no longer cooling the house. I was told to give it until the following day. The next day, the temperature in the home was 83 degrees. I spoke with the **** ***** who stated he would contact a local ** company to see what was the issue. Baileys Heating and Air was contracted to complete the repair. It was found that the reason the house was not cooling was because the roofing team punctured the ** line with a nail and drained all the coolant. The damage to the ** line happened on a Wednesday. The ** was not repaired until the following Monday. There was no compensation for living miserably for 5 days with the heat index in the house at 95 degrees. Upon completion on the ** repair, I contacted Southern Roofing **** ***** to schedule an appt for the damages they caused to be repaired. I contacted **** for 2 weeks and never received a call or text back. At the point, the company had already been paid for the services even though the job was not complete. I sent a text mgs because this was our means of communication at this time to ***** 14-18Aug, 28Aug and 1Sep. On each of these occasions, his phone reflected that he Read my message and just refused to respond. Finally I called the company on 6Sept and left a mgs requesting to speak to the **. Finally, **** called me back and stated that there are no funds available to fix the damage to my house that they caused. I kindly requested the ** call me. I received a mgs on 7Sept and I have not been able to reach them since.

  

  Business response

  10/25/2023

  Re:
  ***************************
  2406 **********************
  *********, ** 30815
  
  ************* enterened into a service agreement with Southern Roofing and Renovations on August 9.
  
  During the roof replacement it was uncovered that the ** unit was punctured.
  
  Although this is not a common occurance the contact that ************* signed states that southern roofing and renovations is NOT (and never) responsible for damage of materials including but not limited to **, lines pipes, plumbing, wiring, and lines. In this contract, the homeowner waived, our responsibility and liability for the source of any damages. If a copy of this signed contact is required to dispute and remove this review we will provide it with her signature.
  
  Albeit not our responsibility and we are not liable, I made the management decision to cover the cost of the repair due to the inconvenience.
  
  Please note the minimal damage of soffit and facia was not reported on the final scope. Additionally, this damage was minimal in scope totaling about $200 and was it was purely cosmetic and not damaging any internal or external structures.
  
  ************* complaint states that we were not in communication with her throughout the job or post completion and this is false.
  
  Timeline of events are as follows:
  8/9 - Contact signed and Roof replaced
  8/9 Final walk of job - *issues reported after final walk with **
  8/10 - ** contactor was assigned to adress issue
  8/14 - ** issue was remediated
  9/18 - I was made aware of some small cosmetic wood damage along the front of the home (not included in original scope)
  9/28 - wood damage remediated and also paid for by southern roofing.
  
  ************* reported the issue with her ** unit on Wednesday 8/9 and it was remedied and invoice paid by Monday 8/14 (a total of 3 business days). ************* made management aware of cosmetic damage 9/18 and it was remedied on 9/28 (a total of 8 business days later) - Which is in line with contractor scheduling in this industry as well as within our SLAs and standard business practice.
  
  ***********************
  General Manager
  Atlanta
  Southern Roofing & Renovations
  ************
  ***************************
  www.Southernrnr.com

  Customer response

  10/28/2023

   
  Complaint: 20593659
  
  I am rejecting this response because the General Manager is painting a picture that is false. Yes I entered into a service agreement on August 9 and yes my ** line was punctured in the process of this service. But the reason the company HAD to remedy the issue they caused is because the Lead rep did not conduct a proper inspection prior to starting the service on my roof and that is why the line was punctured and on the company to repair the ** damage. If a proper inspection was done, this would not have happened and now the ** being damaged has caused more problems because they no more produce the product needed to for my **. So the ** company had to use a secondary product.  No accommodations were offered in lieu of the ** being repaired. To be expected to live in a home where it is 86 degree and climbing in the middle of GA summer is unrealistic and inconvenient. Yes it was repaired in 3 business days but I was promised a repair the next day but was blown off with excuses between the Roofing company and ** repair company. This can be considered an emergency in GA heat and could have been repaired the next day upon inspection or the following day or even the weekend instead of forcing to wait 3 business days. 
  In regards to the additional damages to my house, the lead rep was notified upon final inspection of ALL damages. Pictures were taken as well at this time. Upon leaving my residence on 8/9, **** stated **************** was made aware of all issues and damages.  As stated in my original complaint, I was completely ignored by the lead **** *****  It was not until I called the company requesting to speaking to the General Manager that I received a call back.  And even then, my voice was unheard.  I filed my original complaint on 09/12 and on 09/13 I finally received a callback from the *** From 9/13, I was consistently given excuses as to why **************** could not get someone to my house to fix the damages. The work was not completed until Sunday, 1 Oct which is 19 days later that someone arrived at my house. I asked that I be called upon arrival so I can inspect the work and make sure ALL damages was fixed.  I was not called and upon my arrival, the repairman were only tracking to fix one area.  Again, another problem and lack of care from the company because there was damage throughout my roof and pictures provided. So I had to again call **************** to do a complete job to satisfactory. The repairman did unsatisfactory work but at this point I was tired of dealing with this issue.  **************** stated he would credit back $200 for all the inconvenience, I have yet to receive this refund. 
  I feel this whole situation was poorly handle and very inconvenient to the customer to have to go through an almost 2 month process for an initial one day roof repair.  **************** is stating that I am making a false statement in regards to the lack of communication but I submitted screenshots of their lack of communication with my original complaint and I will submit more screenshots In reference to the lack of communication in regards to the damage. Please review the dates and times

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

*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. ↩