Complaints

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I signed my contract with Farha Roofing on August 3rd. Today is May 1st of the next year and the job is still not done. They only changed the roof, and never completed the remaining of the work on the contract. I have been waiting for 9 months (that's 3/4 of a year). The last time they spoke to me they were ********* ****. Below is an Email I sent on April 22nd, about a week ago. The company didn't even bother replying to me. HI, Following up on our phone call conversations, you told me that my roof job will take longer than usual time, due to the fact that someone from your organization used the 4 sky tunnels that were supposed to be used on my roof and that you were looking for someone who is specialized with sheet rock installation. You also said that due to the cold weather, the guttering installation will be delayed. The weather is better now and several months passed, it is almost a year since our contract, and we are approaching the 7th month since you guys started the work on my roof. please give me a final date for your people to come and finish the contracted job at [redacted].

  

  Business response

  05/16/2023

  We received the signed contract from this customer on 08/03/2022. We scheduled the roofing portion of the project for 09/06/2022. Materials were scheduled for delivery on 09/06/2022. Customer was notified on 08/31/2022 via voicemail and email that her roof and material deliveries were scheduled for 09/06/2022. The roofing project was then  delayed to 09/15/2022 due to the homeowner notifying us that she was reaching out to the insurance commissioner because she believed that the project should have been covered by insurance. We had previously discussed the claim with insurance in June of 2022. The claim had been denied. The customer expressed concern with rain in the forecast. Our Project Manager sent one of our professionals to her home to tarp the area of concern. We delayed the project again to 09/26/2022 because the complaint she was filing with the insurance commissioner had not been resolved.  Our supplier had delivered some of the material, we had this picked up on 09/23/2022. Project was delayed again to 10/03/2022 for the same reason. We moved the project again to 10/24/2022 because there was still no resolution. She notified our Project Manager that she was going to attempt one more time with the insurance commissioner. When she received communication from the insurance commissioner, they notified her that insurance had done nothing wrong (communicated to our Project Manager by customer). Customer also wanted to attempt to have the claim accepted by insurance again. We submitted additional photos and documentation to insurance and the homeowner. We also sent her information for an appraisal specialist on 10/10/2022. She notified our Project Manager that the appraisal specialist had not responded as of 10/14/2022. 10/18/2022 she communicated that she wanted to proceed with the roof replacement. Customer remained in contact with the appraiser. We scheduled the roof replacement for 11/01/2022 and material deliveries for 10/31/2022. We were notified that she wanted to schedule on 10/24/2022. We discussed the roofing and material schedules with her on 10/26/2022. There were delays due to subcontracted gutter company and scheduling at the time. Gutter subcontractor met with our Project Manager on site on 12/16/2022. Due to weather conditions (December/January/February) and a machine breakdown issue with the subcontractor, the gutters were delayed until March. Customer had specialty gutters that could not be replaced due to the process by which they needed to be strapped to the roof there was a possibility of damaging the new roof. We were required to wait until the temperature had reached a minimum of 42 degrees. During this time, our Project Manager met with her on site multiple times and communicated with her via text and phone calls. Although our contract stated that we would only be removing and rehanging her gutters, we replaced approximately 20% of her gutter and downspout system at our expense. During this time, Project Manager had also been discussing the sky tunnels with the customer. Unfortunately, we no longer had access to a sky tunnel installation expert. Our Project Manager had previously ordered the sky tunnels from our distributor, but due to the loss of the installation expert, they were never delivered to the customer's house. The customer was never charged for these sky tunnels being ordered. They were resold by the distributor. Customer was notified of this and due to the issues, our Project Manager offered to credit this portion of the project to the customer. She requested continuously that she wanted to wait until we had found another expert to do the installation of the sky tunnels. This conversation started approximately 4 months ago in January 2023. To date, we do not have an expert installer for the sky tunnels, but have continued efforts to locate one. We have also ordered the sky tunnels again and they are currently at our distributor. 05/01/2023, at 3:35 pm, our Project Manager contacted the customer to discuss the project. A meeting was scheduled for 5:20pm the following day. We received this BBB complaint at 8:31pm on 05/01/2023. Since then, we have replaced an additional 70% of the gutter and downspout system, at our expense, as well as gutter guards that had been damaged by a family member of the customers while said family member was attempting to clean out the gutters. On 05/15/2023, our Project Manager reached out to customer at 10:30am via text message and expressed that the crew had completed the gutters and that they had gone above and beyond. He again expressed that it will take time to coordinate an installer for the sky tunnels. At this point, we may have someone to install them and are coordinating a meeting at the property for them to assess. He did not receive a response. Later that afternoon, at 2:30pm, the customer left a voicemail for our Residential Coordinator at the office. It was difficult to hear as the voicemail was extremely quiet, but it sounded as though she stated she had a water issue and "just wanted the project to be done." Residential Coordinator returned her call and left a voicemail at 2:48pm and requested that she reach out to the Project Manager and/or return her call. Residential Coordinator also sent her a text to follow up on the voicemail at 2:49pm. Our Project Manager attempted to text the customer at 2:58pm as well. Customer returned call to Residential Coordinator but never responded to Project Manager. Residential Coordinator directed customer to return communication with Project Manager as soon as possible to resolve any issues she perceived. Project Manager attempted to call customer at 5pm and left a voicemail. Project Manager reached out via text again expressing importance of communication between them to resolve any possible issues she may be having at 6pm. We have yet to received a a response to any of these communications from the customer.  A portion of the requested resolution to the BBB complaint from the customer is a refund. We are more than happy to credit her the amount of the contract relating to the sky tunnel installation. We have not received payment in full for the roofing or gutter portions of the contract, and have received no funds relating to the sky tunnels. We have not requested this as of yet because the project was not completed to her satisfaction regarding the gutter issues and the sky tunnel installation. We have also additionally paid for the installation of the additional gutters, downspouts, and full replacement of gutter guards. Per the customer's contract, we provide a 5 year workmanship warranty for the roof replacement, and a 1 year workmanship warranty for the gutters replaced. The customer also receives a warranty from the shingle manufacturer for the materials. We will provide the customer with this warranty information. Once the project has been paid in full by the customer, our warranty is retroactively effective to the date of installation. We would like to satisfactorily resolve this project with the customer. In order to satisfy the customer regarding our workmanship for the roof and gutter work that has been completed, we propose sending a third party inspector, at our expense, to inspect the project. We can schedule this as soon as possible and will provide the customer with the report from the inspector. 

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