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Complaint Details
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Initial Complaint
10/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In Oct 2013-RoofPro (RP) installed a 25y roof with a 5y warranty. 4y/7m later several shingles were being blown off the roof while others were flapping (only roof in the neighborhood with damage). RP said it was out of warranty and couldn't do anything. Argued with a Mgr. who claimed to come out, heard nothing for 2 weeks. W/o scheduling or notifying me, RP showed up unannounced, without approval, jumped on my roof claiming they fixed it. Now during the 2nd issue, they said they have no record of that happening. Sept 6 2022-Pictures reveal the fasteners on my roof are bent in half and overdriven causing holes; bent and crooked resulting in inadequate anchorage, causing pops/holes, improper sealing impeding the shingles ability to lie flat and enabling further wind damage, voided warranties, and ultimately leading to system failure. Sept 12-16 2022, after seeing the pictures, a RP Production Manager came out, agreed there were nail pops and wind damage. After being asked, I said I wanted a new roof. I later received a quote for maybe half of the actual cost and quickly declined based on RPs inadequate installation, getting less than 1/3 of the roofs expected life, and being a continual issue after the roof failed in 2018, so it's more like 1/5 of the roofs expected life because it should have been replaced in 2018. Funny how they don't have that file. Sept 26 2022, spoke with the owner, agreed to replace, and negotiated prices leaving the convo open for a follow up. From Sept 27-Oct 6 the owner ignores my calls and insist on negotiating through text. Ultimately, I was given a "take it or leave it" ultimatum, had one day to reply, or the offer was off the table. Being pushed into a corner I replied via text and in closing I asked, "when could he be out to work on the roof?". Since then, no response, owner hangs up on my calls, wont reply to text, the secretary covers for him, and even after going to the office today (Oct 20/22) was told he wasn't in and try later.
Business response
11/08/2022
Business Response /* (1000, 5, 2022/10/26) */ Dear ******, Thank you for your feedback. I apologize that you feel that you've had a frustrating experience because we always aim to do the right thing for our customers; this is not something we deal with often, and feel we did our part to resolve this. In response to your initial complaint of wind damage to your roof on 3/12/18, We immediately came out and repaired that at no cost to you despite letting you know that the warranty is expired. On 9/9/22, almost 5 years after the warranty expired, you called our office to report issues. The office staff immediately let you know that your warranty had expired 5 years ago but still connected you with a manager because we take every complaint seriously. On 9/12/22, The manager cleared his schedule to come to inspect your roof as a courtesy, and that's when you notified him that others have worked on your roof, and that you have had no reports of leaks or damage since 2018. At that point, we confirmed we could not cover you under warranty so the manager quoted you a roof replacement. After not being happy with the manager's response, you were connected with the owner on 9/26/22, who discussed 3 options we could work through together, fair to both sides. After rejecting the first two, we offered to replace the roof at a heavily discounted price. The owner reached out on 3 different occasions within a week to resolve the issue, but each time you were not agreeable to any of the solutions. Your response to this was to come to our office and threaten to complain online in an attempt to tarnish our reputation, which we were very surprised by. Following this event, we decided to stop negotiations. We believe that we have acted in good faith, and did everything we could have reasonably been expected to or responsible to do, to resolve the issue.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.