ComplaintsforAkamai Roofing, Inc.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were told that our project would take two days to complete. It was started on Jan 24, 2023 and completed on June 14, 2023. After the initial completion on Jan 27th, we discovered numerous deficiencies including missing starter strips/sections of underlayment, 200+ blowouts, exposed screws/nails, and dents in our new gutters. A team was sent to fix the errors, however it became apparent that an inadequate job was done again when a shingle fell off our roof on March 2nd. We are paying thousands of dollars for a product that should last decades and ours didnt even last for two months. After extensive negotiation and delays, our first story roof was redone and areas of our second story were fixed. For the last portion of our project, a dented, poorly mounted, leaking downspout was added to the existing gutters. Upon delivering the final invoice on July 18th, the project manager offered to fix the deficiencies, however we declined as we have little confidence that the final result will be satisfactory. On July 19th, we emailed Akamais accountant, as directed by our project manager, to discuss the above issues and request a price reduction. No response was received. We subsequently discovered we were incorrectly overcharged for the best shingles, despite having the better shingles installed. We reached out to our project manager on July 20th and 27th to notify him of the error. No response was received. On July 28th, we sent another email to their accountant and included the information regarding the error on the final invoice. No response was received. On July 31st, the project manager responded and stated all financial issues should be discussed with their accountant. It has now been 1 week since we last heard from the company. It is very unreasonable to expect full payment on a project riddled with so many delays and errors. We are requesting a correction to our final invoice and a 30% reduction in cost from the full price of this project.

  Business response

  08/14/2023

  To whom it may concern,

  Yes, this is very unfortunate. However, the delays were because you had mentioned someone pay you for days during the weekday, so we had agreed to have men on standby for you for the weekend. Most of the delays were on the FREE work we were doing for you regarding your gutters not the roofing system. The roofing system did have issues as you mentioned, and we went out to fix them at our first opportunity. The owner had emailed you and texted you to please deal with him directly, however you chose to make arrangements with a roofer on your own. We can't be held responsible for any side deals made with our employees. In any case you were told by the manufacturer and myself to deal with me. You also didn't like the answer you received from the owner and manufacturer and took matters into your own hands versus discussing with the office staff. We have bent over backwards to try and remedy all the issues that have come up with your roof. So, with all the free work we did and you dictating to our men to do things your way on the weekend, the job took way longer and was significantly more expensive than originally anticipated. 

  Respectfully,

  Akamai Roofing Inc.

  Customer response

  08/15/2023

   
  Complaint: 20432066
  
  I am rejecting this response due to reasons listed below.

  -We NEVER RECEIVED the email that **** sent on 3/10/23. The email address was missing the r in our last name, *****************
  -We NEVER RECEIVED a text from **** instructing us to deal directly with him. We communicated with ****, who we were told by ******, was our new project manager after ******* left and then with *****, our most recent project manager.
  -In the absence of the email and text, we communicated with the person that we were told was in charge of our project.
  -We NEVER made any side deals with any of your employees. What side deals are you referring to?
  -We NEVER DICTATED the work that was being done.
       -Your company OFFERED to complete the remainder of work on the weekends.
       -We contacted *** to gain a better understanding of the deficiencies in our roof. After speaking with their rep, we retracted our request to have every shingle lifted as documented in the text sent to **** on 3/14. Every shingle was NOT LIFTED and the tar strips were NOT DAMAGED as ******* stated.
       -A few shingles were lifted on our first story roof after a shingle blew off on 3/2. After **** texted on 3/8, no further shingles were lifted. Our first story roof, where shingles were lifted, was redone due to poor installation as RECOMMENDED BY OUR PROJECT MANAGER. No shingles were lifted on our second story.
  -We DID NOT cause any damage to the final roof. Full warranties from *** and Akamai should be issued. Please clarify what will be issued.
  -Per the attached email from *******, the *** shingles were the BETTER shingles, NOT the BEST. The original deposit reflected 50% of the cost of the BETTER shingles. The remaining balance should be equal to the first 50% that we paid minus the 30% discount. We are again requesting a correction to our final invoice.
  -We are extremely dissatisfied with your company. The LACK OF QUALITY and POOR COMMUNICATION led us to this situation. ALL problems encountered could have been avoided if the job was done correctly the FIRST TIME.
  
  Sincerely,
  
  *************************

  Business response

  09/12/2023

  Dear **** and *******,
  
  This is my final email that I will be sending to you:
  I'm not willing to waste my time going back and **** with you guys. I'm sorry our company took longer then expected to finish your roof, but the circumstances were not in our favor. 
  Please see attached Invoice with Balance due of $0.00  Because we were unable to collect the last payment will be NO warranties issue from my company. Please contact GAF and deal with them, since you have already done so. We will not warranty a roof that was not paid for.
  We are a hard working company, we have been in business for a long time now and we have a good reputation. It makes me sad and angry when we have customers like yourself  that don't hesitate on damaging that reputation just for taking long on something we were doing free and following your instructions and your availability. At the end we finished your roof, we accomplish all your request and we did a Final inspection and was favorable, at this point my time is more important than keep going back and forth with you, I will post this on the BBB web site.
  You were also told by **** to deal with him, but I'm sure you will not say that happened either. At the end of the day you didn't like the response from **** or the manufacturers representative and worked with a roofer, without going through the office.
  
  Thank you
  
  *****************************
  Accounting  Manager 

  Customer response

  09/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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