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Complaint Details
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Initial Complaint
08/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This *** Put a roof on our home in 21. We received a warranty and thought the CO. Was great. About a year later we got a leak on our ceiling. Called them, they came out and walked along the top and said no popped nails. Told my son to not worry if they couldn't find it they would take the whole thing off to find it. Keep an eye on it and if it didn't get any bigger they would come out and paint the ceiling. Called them in Nov. To come and paint it to no response. Then we got a really hard rain and it got bigger. Called them and was told it wasn't a roof problem. It was "condensation". Never had condensation before their roof. Kept saying they wanted to see in our "attic". We have vaulted ceilings, no attic. Called inspector out and he couldn't find any "definative" spot but found several things that could cause a leak. No they want to cut a hole in my ceiling and see in my "attic" and if they can't find anything I have to pay for it. I say take your shingles off like you told my son and find your leak. Makes me wonder if I had hail damage they claimed in first place. I have a warranty but they keep trying to claim this is not the roofs fault because their people have not found any popped up nails. I have never had a condensation problem before so why would I have one now? Just since their roof was put on have I had any problem. I thought this was an honest *** and referred him to a lot of people. I hope none of their roofs leak. They don't want to stand behind their warranty. They don't want to put out any money to find their leak. They told us up front if "anything" happened we didn't have to worry it would be taken care of. Not true.
Business response
05/14/2024
This Customer has been amazing to work with. We have done her roof and all of her neighbors and relatives roofs with no issues or complaints. This was simply a case of miscommunication between our company representatives and the homeowner ****************************. At the time of the complaint we were unaware that we needed to respond to the complaint on the Better Business Bureau and instead responded to ****** directly with a solution to the issue. We have since honored our warranty and agreements to ****** by fixing and painting her ceiling and her roof remains leak free. ****** is now very happy and pleased with our company, our work, and how we resolved the issue. We apologize for the miscommunication and the delay in resolving the process, and we appreciate ****** for being patient with us and giving us the opportunity to make things right. We take pride in our customers happiness, and we take pride in standing behind our warranty and honoring our word! Thank you for being a great customer ******.
-***************************** Owner & CEO of Rapid Response Roofing LLC.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.