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Complaint Details
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Initial Complaint
03/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called this company about replacing a roof **** on my homes roof. The company sent a man out & he climbed up onto my roof. Told me the roof **** was leaking around my stove exhaust pipe which confirmed my opinion of water leaking down onto my stovetop. The man said Id receive an estimate in my email. THAT WAS OVER ONE MONTH AGO & ZERO COMMUNICATION FROM THIS COMPANY!!!I called the company office after two weeks & was told theyre busy but Id receive something shortly. 5 ***************** EXTREMELY POOR CUSTOMER SERVICE
Business response
03/08/2024
Once we received this message, we reviewed our notes in our ******************* System. We discovered that our roofing consultant visited the home on February 2, 2024, and an estimate was generated and emailed on February 7, 2024. We did not receive a response from the homeowner. After reading the complaint, we resent the estimate and followed up with an email letting him know that the estimate was sent again and if he does not see it, please check the spam or junk folder. The homeowner has viewed the estimate. We are happy to move forward with the work if he is interested in having it done. I do not see notes on the phone call that he made to our office, but we always advise a repair customer to check his spam folder when we have sent an estimate that they do not see. We have followed up and complied with his request to contact him. A very important part of our company culture is communication and keeping a customer posted on any status. We want our customers to know we value their time and it is very rare that we do not follow up. I apologize for any inconvenience.Initial Complaint
02/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The company was hired to repair a leak in my roof in January, 2024 after I was told that the repair could be done. The repair was supposedly completed, however, about 5 days it rained and the leak was still there. The company was called and someone came out and roof continued to leakagain stated that the problem had been addressed. It rained a few days later and the roof continues to leak. On the next contact with the company, I was told that the leak could not be fixed and that maybe taht should have beenthe original assessment..Business response
02/26/2024
Thank you for bringing us this information.
We explained to the homeowner that she had multiple issues with the roof and it needed to be replaced, not repaired in one area. Even with that suggestion, the homeowner asked us to try to make a repair. We wrote an estimate to apply roofing cement to the transition where the flat roof met the slate and charged our base rate. We explained that this was not a guarantee that her leaks would stop. The homeowner agreed to and understood this.
The problems with these 2 roofs-one slate and one flat-are substantial and our consultants let the homeowner know this. After the original scope of work was done, we did other repairs for her not in the scope of work and not charged for. There are just too many areas where the water can seep in. The flat roof was poorly installed before we were involved and the slate roof has several nail pops.
We will provide an estimate to replace the slate roof and the flat roof and apply a $600 credit for that job if she would like a total replacement.When our company installs a complete roofing system, we provide a warranty that we can honor if a leak happens. We cannot continue to fix issues on a roof we did not install or that sustained storm damage without charging for our services.
I have provided pictures for your review with this link: *********************************************
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.