ComplaintsforKansas City Roofing and Sheetmetal Inc.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Work to repair a leaking roof was performed on May 10/11, 2022 - Rather than providing 3 options, as was originally suggested, only 1 option was provided - The primary feature of the repair was what the company referred to as a "cricket system", which was intended to divert water from pooling on the roof above our garage; additional work was to repair and patch seams and seal around the base of an AC unit - Total cost in the proposal was $6,303.28 - The job was completed in approximately one business day by a roofing technician and a helper (though the helper left early with illness); limited materials were used - Upon inspection, I was extremely disappointed with the level and quality of work relative to the cost, but was willing to overlook it if the repair solved my issue - Within a few days, following a rain storm, I noticed significant pooling remained where the cricket had just diverted water to other areas of the roof, rather than toward two drainage spouts, as it was intended to do - The owner came out, provided me a letter from the materials manufacturer stating that it would hold up to pooling water up to 48 hours and offered a $250 discount if I would pay the remaining invoice balance (50% was paid up front prior to work beginning); I did - On November 15, 2022, I noticed new damage in our garage, with water leaking through two new holes directly below where the water began pooling following the installation of the cricket system - In addition, I discovered that the base of the AC platform had never been sealed per the original scope of work, potentially allowing water to continue leaking from there - The owner offered to attempt to fix under warranty, but I declined given my prior experience with this company and under the advice of another contractor that the original proposal would have never been an effective solution - I asked for a full refund, given that this will be a full loss for me, but was only offered a $3,000 discount

  Business response

  11/18/2022

  We were contacted by *** ***** because he didn't like the water pooling on his patio roof.  He said other contractors would not touch it because of the way it was built meaning the stucco would have to be removed in order to get a proper termination.  We gave him an option of installing a cricket system over the existing roof (without putting any holes in the existing roof) to alleviate the pooling of the water.  He agreed to out option and signed a contract.  After several rains he called and said that the roof still had some pooling on it.  I visited the site and gave him a document from the manufacturer that showed him that if the water dissipates within 72 hours that it is acceptable. He thought there should not be any water left on the roof.  This is a flat roof there is going to be some ponding.  He said it does appear to dissipate within the 72 hour time frame.  I could see he still was not happy so I gave him a $250.00 discount. I thought everything was fine and then after 5 months of rains I got a call this week, saying that he had more leaking and that we overcharged him.  I went down there and he showed me where he said it was leaking ( I could not tell if it was old leaking or new)  Never the less I offered to send a crew out and repair the leaks and he refused to let us come back out.  Rather than to have a dissatisfied customer I offered to refund him half of what he paid $3000.00  He is insisting he get full refund and I told him that was not going to happen. 

  As you know this is the first complaint we have had in several years.  We have an A+ rating with the BBB and we want to protect that.  We look forward to your response. 

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

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