ComplaintsforHome Re-Nu, LLC

• Initial Complaint

  12/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Home Re-Nu to replace our roof this was “completed” in April. One of the employees foot came through the roof to the inside busting our ceiling. The roofers were smoking pot on the job, drinking beer near the end. We were told they would have someone to come and fix the ceiling, two of their guys placed a drywall cut out up and they called it good. The supervisor brought out 2 pieces of plywood then charged us for 6. The next rain the roof was leaking at all vents, we called them back out and was told it “was taken care of” then the next rain same leaking, our motor on our brand new hood range shorted out due to the leaking, they said oh we will seal it and get it painted, now it snows and we have water pouring in our vents! I called the company again and “no one is available” they only wanted to charge us more for the plywood but not compensate us for the damage caused by their workers. In addition we have had to replace several tires for our vehicles for nails that were just thrown off the roof. We even paid for an extended warranty on our roof and then after the fact are told the warranty won’t be valid due to the pitch of our roof yet we were never reimbursed that extra amount either.

  Business response

  02/17/2023

  First I would like to say we take any legitimate customer concern very serious which is why so much of our business is referrals and our customers generally become customers for life. Having said that Im quite offended by the outlandish accusations  and attacks being made on the reputation of our business and team members. 
  
  
  I understand the stress of losing a job after you entered into a contract to replace your roof but fabricating reasons to avoid payment is not acceptable which is what happened here. Only after we provided all the documentation and pictures was the homeowner willing to pay even then he denied signing a change order that gave us approval to do additional work. When provided that document he denied that it was his signature we tried to take in account his drinking all day in the front yard as a contributing factor to his behavior.
  
  
  Please see the response below to the accusations (contained by " ") and pictures we took each time we went back after he called or during his project. Not sure how many pictures I can include here but will try
  
  Customer’s Statement of the Problem:
  
  "We hired Home Re-Nu to replace our roof this was “completed” in April. One of the employees foot came through the roof to the inside busting our ceiling." 
  
  -One of our team did accidentally put their foot through the ceiling when trying to replace some rotted decking on the roof at which point the homeowner was immediately notified. Because this house was under a big renovation and he was refinishing drywall inside and removing all the popcorn texture from his ceiling we were instructed to justpatch the hole and hew would finish the patch with the rest of the ceiling.
  
  "The roofers were smoking pot on the job, drinking beer near the end."
  
  -Absolutely not true in fact the only person drinking on the job site all day was the homeowner. We have an onsite customer experience manager that photo documents the entire job all day as well. I think common sense would tell anyone reading this  if someone was smoking or drinking while installing their roof they would probably ask them  to stop the job for fear of someone getting hurt not wait til weeks after the job is done to make this accusation.
  
  "We were told they would have someone to come and fix the ceiling, two of their guys placed a drywall cut out up and they called it good." 
  
  -Please read the reply above where we followed homeowners instructions.
  
  "The supervisor brought out 2 pieces of plywood then charged us for 6."
  
  -Please look at the pictures regarding the roof and note the numbers that were painted on the decking showing how many pieces we replaced as well as work order that was signed for the additional work.
  
  "The next rain the roof was leaking at all vents, we called them back out and was told it “was taken care of” then the next rain same leaking, our motor on our brand new hood range shorted out due to the leaking, they said oh we will seal it and get it painted, now it snows and we have water pouring in our vents!"
  
  -We have received 4 calls and responded each time as evidenced in the pictures we took, we couldn’t find the bath vent leaking or the hood range which was not new either as indicated, the vents we did fix were HVAC related which we didn’t install but fixed anyway or at no additional cost.
  
  "I called the company again and “no one is available” they only wanted to charge us more for the plywood but not compensate us for the damage caused by their workers."
  
  -Sorry this is incorrect as well the file has been closed out and paid as far as we are concerned so there would be no need to call and ask for additional money.
  
  "In addition we have had to replace several tires for our vehicles for nails that were just thrown off the roof." 
  
  -With the amount of attention to protecting the property and clean up combined with an on-site customer experience manager makes this virtually impossible not to mention this is the first time we have even heard of this accusation. Please see pictures of all the red tarps, magnets etc used to make sure nails weren’t left behind on this job.
  
  "We even paid for an extended warranty on our roof and then after the fact are told the warranty won’t be valid due to the pitch of our roof yet we were never reimbursed that extra amount either." 
  
  
  -Clarification needed here, homeowner wasn’t charged for additional warranty. When the job was initially signed the project consultant made an error on the paperwork in regards to the workmanship warranty not the shingle warranty. The homeowner was made aware that the workmanship warranty would be 5 yrs instead of 15 years due to the low pitch of their roof and homeowner advised us to keep him on the schedule and move forward.

  Customer response

  02/27/2023

  Unfortunately the the response is fabricated with lies. No one lost their job or made allegations to pay. The manager ***** stood in front of us and verified his supervisor said he may have jotted my husbands name o no the change order. Regardless we now gave more damaged due to the negligence of this company. ****, the salesman, came out after new years because the vents were pouring water and said he put in a work order but we have not seen anyone else and no one will take our call.

  Business response

  04/19/2023

  Our response to the last reply:

  I think at this point we will have to agree to disagree. The facts are the facts as we previously stated. I've included documents showing signatures keep in mind the change order was signed when homeowner was intoxicated.
  
  **** did come out after New Years at homeowners request to look at a bath vent and kitchen vent that we didn’t install in the first place and  he resealed around for homeowner at no additional cost which had no evidence of leaking either.
  
  For clarity ***** is the supervisor and never said or implied anyone from our company forged a document, which is utterly ridiculous. Im not going to disparage this customer but the facts are incorrect and just didn’t happen. We bend over backwards to help our customers but overtly trying to be taken advantage of or having our guys character brought into question is too far.

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