ComplaintsforH&R Roofing

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 1, 2023, H&R roofing installed a new roof on my house. Since then, we have experienced leaks that they have unsuccessfully tried to fix six times. We have been very patient and given them more than enough chances to fix the issues, but at this point, we do not feel they have the ability to properly install a roof on our house. Below are the full details of our interactions with them after they believed they had completed the project.On June 2, 2023 my new roof leaked and I immediately contacted the company. The company said they would be out the next day, however they did not come until June 5. On June 5, they repaired my roof. On June 11, I complained about an overpowering chemical smell. They checked it out on June 12 and I was told that the work they did was not acceptable (they filled an area with chalk). June 14, I contacted them and said we have another leak. I was told they will be there first thing in the morning. On June 15, I contacted them at 1pm to inform them nobody came to repair my roof. They ended up coming in the evening and worked on the roof. On June 17, I contacted the company and reported the roof leaked again. I went on the roof to see if there was anything visibly wrong and I noticed the roof felt squishy which I immediately reported. I notified them I would be away and they should contact my husband with any updates. On June 27, the roof leaked again. My husband did not notice any work being done between June 17 and June 27. On June 28, the roof leaked again and I was told they would be out the following day to repair it. On July 2, I contacted them and complained that no one has been there to fix my roof. Over the phone, I was assured it would be fixed first thing July 6. On July 6, I contacted them because no one came at all that day. On July 10, I spoke on the phone with the company several times. I believe they came on July 11 to repair the roof. On July 14, I notified them the roof was leaking again. After not getting a response, I contacted them on July 16 to notify them that the roof continues to leak and my home is being ruined from the water coming in. I was told they would get to the bottom of it. On July 17, I contacted them to see if they were coming. I told them that I spoke to another roofer and he said it was likely a weaving issue. On July 18, the company contacted me and apologized for not coming and said they will try to get people over that day. On July 20, people worked on my roof and I was told they reconstructed a valley. On July 23, I contacted the company and reported the roof still had a leak. The tarps we put down inside while we were away were wet. On July 30, I contacted and informed them that my roof continues to leak. I was told they would fix the roof that week. On August 1, I contacted them to see if there was a plan to repair my roof. I was told they would reconstruct the valleys sometime between August 2 to August 4. On August 4 at 12:30, I contacted the company to see if anyone was planning on coming to work on my roof that day. After getting no response, I contacted them at 6:30 reminding them that they have been unable to fix the roof upon several attempts and their response to my complaints are going longer and longer unanswered. The contract includes a 25 year warranty; however, it is no good if 2 months later, I can not get them to my house to fix the roof. Therefore, I requested a refund. The company contacted me and said they would fix it by putting and ice and water shield down. I reminded them that should have gotten done already, which they had previously stated they did. On August 5, the company came to repair my roof again. On August 8, I contacted the company and said the roof leaked again. I was told someone would come by the next day (August 9) to do water tests and that the owner would be coming on August 10. I asked what time and did not get a response. On August 9, no one came to the house to do a water test. On August 10 at 6:38am, I was told that a crew would be there at 7:30 to work on the roof and the owner would be there at 8:00. I told them not to work on the roof but I would speak to the owner. The owner came around 9am. I pointed out some areas on the roof that I considered issues. I reminded them that they had fixed the roof several times and nothing they have done worked and asked for a refund. The owner told me they do 300 roofs a year and his guys can fix it. I said I believe they failed to put ice and water shield down. I was told they took photos of everything and they assured me they put it down. I asked for the photos. We decided I would get the roof inspected since I believe their work is unacceptable. On August 11, I asked again to see the photos. I was told they needed to verify my email address so I sent my email address. Later in the day, I asked again and was told they thought they sent them so I responded that I had not gotten them. On August 14, I had the town building inspector review the roof and he failed the project. On August 14, the company offered to put a tarp on the roof since rain was expected. The salesman also told me they have a lot of photos but none of the area near my leak. He did come by and put a tarp on the house. On August 15, the roof leaked again despite the tarp.

  Customer response

  08/30/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  08/31/2023

  We are actively trying to reach out to ******, the last email being sent on August 17th, and August 22nd. ****** does not reply to our emails, and will not allow us to remedy the issue that is causing the roof to leak. We believe it is not coming from the roof, but from the siding/window which was not in the scope of work when the contract was signed. We sent a crew out to her house, and she told them to leave. ************************** has not allowed us to find the root of the problem and fix it but instead keeps requesting a refund. Although, the area of the roof that is impacted is only about 100 sf. She still owes $3,485, which we are okay with her not paying, and we believe that is a fair amount for the troubles caused, even though we still want to get to the bottom of it.

  Customer response

  09/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Since completing the roof installation on September 1, H&R Roofing has made six unsuccessful attempts to fix it.  When we took a closer look at the work they had done, we discovered areas of concern about the quality of the installation.  In our last contact with the company, these concerns were dismissed by their owner.  I have attached pictures of some of those areas (unfortunately, there are many more).
  

  Our roof did not leak until H&R Roofing installed the new roof.  The siding/window concern mentioned by the company was never an issue for us.  As mentioned earlier, we have allowed the company six attempts to fix the issue.  In addition, there is poor craftsmanship all over the roof (not just the 100sf they referred to).  We were told that the crew who installed our roof has been demoted.  This may be the right call for the business but doesn't fix our issue.
  

  In addition, H&R Roofing has missed appointments, gone days without contact, promised us pictures of the progress that were never delivered and made numerous excuses about why our roof is leaking.  We have no faith that they can address any of our concerns which is why we have requested a full refund.  We are currently exploring all options to achieve this result.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  09/07/2023

  Hello,
  As previously mentioned, we didn't abandon the job, we were actively trying to find a solution to this problem. I have attached two pictures, one of which *************************** explains that like "her prior leak, it will happen with torrential rain." So no, the roof did not start leaking after we installed it. Also, I have attached a picture of the conversation where our sales rep ***** checked in with her, and conveniently the roof started leaking 30 minutes after she said it was all good.  I have also attached the pitch of the troubled roof. Per manufacturer recommendations we recommended EPDM roof, ****** declined. (Original Estimate is also attached)
  We will not be providing a full refund. 
   
  ****** has sent our crew away, has not responded to our emails or calls. I, the owner, have been out there and got sent home. 
  We stand behind our work.
  
  After the many failed attempts, and not being made aware of the prior leak, we have assessed and determined the problem was the window pan and flashing height. Which is due to the poor initial install by the builder. 

  Customer response

  09/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The prior, unrelated leak you mentioned was over the sink at a much lower height than the new leak that first occurred after you installed the new roof.  We told your salesman about the leak over the sink during our initial conversations.  The text you included that mentioned the prior, unrelated leak was from June 5.  This was the same day as your first of six failed attempts to fix the roof.  Therefore, by your timeline, you were aware of the initial leak for five of your six failed attempts.  At any rate, you were hired to put a roof on our house that does not leak and you have failed to do so.  Due to your history of failure and excuses, we have no confidence that you can fix it.  We never claimed you abandoned the job; we simply feel you are not capable of completing it properly which is why we have declined your offers to make a seventh attempt.
  
  It was not "convenient" for us to have the roof leak.  When the rain started that day, it took a while for the leak to occur.  We never claimed that the leak happens immediately at the first drop of rain.
  
  When we declined your recommendation for the **** roof, we still expected the roof to protect us from the rain.  If this was not the case, you would not have given us the option to decline.
  
  I've attached a few more pictures of the work you stand behind.
  
  Since you will not provide us with a refund, we are talking to an attorney and will be taking legal action.  We will be happy to post the results here.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

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