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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sunrise Roofing removed half of my roof by mistake. They were supposed to be replacing the neighbor's roof, but they got the address wrong, and removed half of my roof without my consent or knowledge. They would replace it at no cost, but the back half would not be replaced unless I paid. I was told that the shingles that would be placed on the roof would not match the current shingles because how the older ones have aged with time. So, their expectation is for me to be satisfied with having a roof that does not match. The front half- new shingles, the back half- the older shingles unless I paid them to replace the whole thing. I believe that the entire roof should be replaced with a warranty at no cost to me.
Business response
06/07/2024
On June 6th we (Sunrise Roofing & Construction), started to remove a front section of the roof at *** ********** ****** ***** ****** **. The owner, ********* ***********, informed us that we were at the wrong house. We were supposed to be at the neighbor's house. We talked to the owner and entered into a verbal agreement with him to replacing the whole front and an additional front section of the roof, for free, so that all shingles would match.
Mr. *********** agreed to this work and that there is no cost to him.
The Shingles that were installed on the front of the house are the exact same shingles that are on the back of the house, including color. We installed Synthetic Felt Underlayment and new Ridge Vent.
The Shingles that were installed are an algae resistant Architectural Shingle, with a Life-time warrantee, and have our standard 2 year workmanship.
The work was started and completed on June 6, 2024.
Customer response
06/11/2024
Complaint: 21813121
I am rejecting this response because while I agreed that the front should be replaced, I never agreed that the back should not be replaced as well. I am now concerned about the integrity of my roof. According to my sources, it is not advisable to replace only half of a roof and that doing so can lead to structural compromises. At no time did I lead them to believe that replacing a portion of the roof was acceptable, but they led me to believe that this was my only option. I did not have the leisure to wait to check my options at this point or tell them "not to work on it unless they promised to do the back of the roof too" because of the oncoming rain. Each time I brought up completing the back, I was told that I would have to pay $5,022 for it. Saying that I agreed to only them completing the front is disingenuous. Making all of this worse, the shingles do not match between the front and the back, and they didn't even give me the opportunity to sign off on the shingles they ended up putting in the front of the house.
Sincerely,
********* ***********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.