ComplaintsforRoofs Restored USA, LLC

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 20, 2022, Roofs Restored replaced the roof on my house for $24,247. When the roof was completed, I noticed several problems with the materials and workmanship. First, the drip edge installed was not what we agreed on. Second, the roll roof applied over my back porch did not overlap the edge of the roof properly resulting in a waterfall off of my roof when it rains. The fascia is turning black not only on my porch but all around my house where the water is dripping. I have tried numerous times to have the roofing company correct these problems to no avail. I contracted an independent home inspector to give me a report on the condition of my roof. He has found additional problems with the roof that I, an elderly woman, could not see from the ground. Basically the roof was not properly installed and needs to be replaced. See the attached report. I also sent a certified letter to the roofing company along with the inspection report asking for resolution, but they did not respond. At this point, I do not trust the company to make good on their workmanship and would like a full refund so that I can get a reputable company to replace my roof. These problems have caused me to have several health issues and I feel the company's lack of action to correct these issues hinges on elder abuse.

  Business response

  10/31/2022

  There are four topics to address within this complaint:
  1. the overall roof install
  2. the drip edge
  3. the flat roof
  4. drop-off in communication
  
  During the installation of this client's roof, we did not have the original, larger style drip edge that was removed (due to supply issues at the time). We communicated with the client that we would be replacing the original larger drip edge with a smaller drip edge and that it would accomplish the exact same functionality, but we would need to paint the fascia since the smaller drip edge would not cover the previous surface area. The client agreed, but after we replaced the drip edge, she saw the unpainted result and no longer appreciated the agreed-upon plan. Since we did not have the materials, the house was left with a two-tone fascia color that was visually unappealing and frustrating to the client. It took some time for the larger drip edge to come in, but when it did, we changed out the entire roof's drip edge (except for the flat roof section due to the nature of a flat roof). The entire flat roof section would have had to be ripped off to make this change, and we were unaware at the time of the severity of the issue on the flat roof. Another issue with the roof was a crooked hip that we have already gone out and fixed. At this point, the drip edge and the crooked hip have been fixed. 
  
  After the independent contractor inspected the roof, the issues were identified to be one popped nail and two areas where the shingle overhang on the eve was 1/8 inch (where it should be 1/2 inch). We are currently scheduling the shallow overhang to be fixed.
  
  The last issue to persist is the flat roof. We have been able to get eyes on the situation and now understand that a portion of this installation was improperly executed, leading to subpar performance. Our team will remove and re-install the existing flat roof system to ensure it performs the intended way. 
  
  Overall, our team has been in contact with the client since the install completion on 4/21. As the roof issues were reported, we worked with our production team to have them resolved. I see on our records that there was a drop in communication from 6/21 - 10/10, where we were met with a complaint from the BBB. If any existing client calls our company, it is automatically reported in our CRM. So for those four months, we had no contact until we received this complaint. Now that we are back in communication, we are working to have these issues resolved, as it is never our intention to leave a client unsatisfied with the work we stand by. These issues are actively being resolved and will be completed.
  
  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company took 6 months to replace roof. The roof is leaking and I have called the company several times and no one has come out to fix it, I've been calling for 3 months now. I have called to speak to a supervisor and have not received an answer. I have not paid the remaining balance due to roof leaking but have paid a down payment.

  Business response

  09/08/2022

  We can also confirm that this client had to wait an unnecessarily long time for the completion of their project. Albeit, 3 months of this was outside of both parties' control due to siding material being unavailable. We always strive for our customers to be fully satisfied, but we understand the frustration incurred from such a long timeframe. We can confirm that at this time, all repairs have been completed, the client is paid in full, and they are satisfied with the work that has finally been done.
  
  The original job of installing the roof was finished shortly after the client signed with us. The secondary issue affecting this job arose due to siding material delay, as many contractors have been experiencing for 2 years now. That contributed to almost 3 months of delay. After the siding was completed in May of 2022, a leak was reported in early August. Due to a number of factors, we were forced to close our office in the Lake Charles area. However, we still want to take care of our previous clients since we are the ones who did the work. It was the traveling and scheduling that caused the last bit of headache and delay for this repair. In hindsight, better communication with the client about the delays may have abated the frustration. But please understand that we never abandoned this client. We had full intention of delivering the product they paid for.
  
  Again, I'm glad we were able to finalize all work with this client and get them the product we originally promised. Our sincerest apologies for the time it took.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired Roofs Restored to install gutters on my home around September. They finally came and completed the install on November 19. Before the crew left I mentioned a few concerns I had regarding my shingles being lifted. Now I just had my roof replaced Feb 25, 2021. I was told the sun would flatten my shingles. I contacted the company again the next day to voice my concerns and was informed someone would come back out to take care of it. The crew came back out at 7pm on 11/23 to "fix" the issue. On the morning of the 24 I go outside to see that the crew screwed my roof down with silver screws. I immediately called the office to notify them as was told by Keith that he would be out with a roofer on the Tuesday after Thanksgiving to have my roof fixed and it has not been done. I've made multiple attempts to have them to correct their disaster and I'm being blown off.

  Business response

  12/02/2021

  Consumer Response /* (450, 6, 2021/12/01) */ The company came out and addressed my concerns this morning

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