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Complaint Details
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Initial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My ceiling still has a nasty water stain from cracked exaust boots. DRX replaced my roof in January 11, 2022. I've had two tarps after hurricane Zeta put on by another roofer and never had a leak in the master bedroom. After I had my roof replaced, I didn't have or see an issue until August 1, 2022 after days of heavy rain. I called and texted once when the stain first appeared in August. I reached out a second time before the stain got worse for a status update on when somone would be out to check the leak. Finally, one of the workers was sent out to check the issue which was cracked roof boots that looked similar to the attached photo when the worker showed me afterwards. Since there was a huge language barrier with the worker I never understood how the cracks happened or why the worker never came back inside to fix the interior ceilimg stain. I still haveny heard anything about the stained ceiling, which is under warranty. The issue has yet to be resolved so all payments have stopped. Since there aren't any receipts, I'm not sure if the company has been paid in full or over paid.
Business response
09/13/2022
We are aware of the situation and have addressed the leak after further inspection as ************** Stated the roof was installed properly but unfortunately there were a number of storms that occurred in her area that did compromise the roof. (The pipe boot Flashing) was lifted and split do to high winds. I instructed my crew to remove and replace the boot and any shingles as necessary. As for the interior Damaged that was caused i have hired a third party as i am not and interior remodeler and do not have the proper credentials to do interior work. My warranty is in affect and i stand by my warranty and only if it is not storm related damages in this case for this repair it was a minor roof repair so i did not proceed to inform ************** to contact her insurance as the repairs would be under her deductible and as stated I instructed my crew to do the repairs with no cost and no questions asked to ***************All Damages caused by this incident will not be charged to our customer as we value her Business and and take pride in our reputation and customer service.
Customer response
09/16/2022
Complaint: 18015267
I am rejecting this response because: the ceiling repair hasn't started yet, receipts of each Zelle payment is needed so there's no confusion with remaining balances and the insurance company needs a record of payments received, and a detailed list of what's under warranty. Regardless of the weather, the amount of rain, or etc., after having a tarp on the roof for 2 years with no issue of leaks, having one after a roof replacement is very concerning.A timely response is always appreciated.
Sincerely,
********************Business response
10/02/2022
I understand the frustration for this inconvenience. Unfortunately I can not control the direction on each storm.
the roof has bin addressed and a company has bin hired to do the interior renovations. All documents will be emailed to ************** Monday morning as there is still
payments pending the last scheduled payment is due November of 2022 as it states on our spread sheet.
Customer response
10/03/2022
I am rejecting this response because:The issue hasn't been resolved yet and I haven't received the receipts. The only responses Im receiving is through BBB. This company has a spreadsheet to go by, I only have the original form that I've written the payments on and what's been sent through Zelle, that's not a receipt. Also, I want a detailed list of what's under warranty sense now it seems anytime a storm hits I'm going to have to worry about the quality of work performed. I can understand a major storm. Only thing that has happened lately was a torrential amount of ran which many of this company's previous customers haven't had an issues with. So far it's seems I'm the only one. When there's an issue in the future will I have to go through the same thing?
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.