ComplaintsforBill's Roof Repair

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction - May 26th, 2023 Amount Paid - $8,240.00 Bills roofing committed to fix the leaking roof and repair it so that there will be more leaks. Not only did they not fix the issue but they caused additional damage due to sub par workmanship and I had to submit an insurance claim to get the damage fixed that this roofing company caused.Based on my sub par experience with this company and the faulty workmanship I did not even want them back to fix the issue as my fear is that they will cause more damage.please see attached the damage to the walls this roofing company caused due to faulty workmanship.

  

  Business response

  10/23/2023

  Bill's Roof Repair stands behind their work with a lifetime labor warranty.  If an issue is not resolved and there is still leaking or, as reported here, "additional damage was done" the customer is ALWAYS offered the opportunity to allow us to resolve the issue at hand. The customer had another crew on the roof working near the area Bill's Roof Repair was working.  The other said crew was tearing down a deck on said roof area we were working in and throwing these materials across the said roof area customer has current concerns with.  Without the given opportunity to inspect the issues at hand it is unknown if these were caused by Bill's Roof Repair not closing off the leak or if the damage was due to the other crew that was working at the same time.  Due to the customer not calling and making us aware that there was even an issue at hand, we were unable to even offer the opportunity to make things right for this customer.

  ********************** would have also offered the homeowner the opportunity to pay for fixing the inside damages.  However, the said customer here NEVER followed up or called to express there was an issue following the repair completed by Bill's Roof Repair.  The customer NEVER placed a phone call voicing the concerns noted here, therefore we were never given an opportunity to resolve the situation for the customer. 

  The said customer states here "I did not even want them back to fix the issues" which can be respected and valued as it is his opinion, however we do take pride in our work and have worked hard to establish good repport with our customers while standing behind our warranty and work.  Bill's Roof Repair is sorry that this customer is not satisfied and feels this way and yet again if given the opportunity would address the issue at hand. 

  Customer response

  11/27/2023

   
  Complaint: 20767639
  
  I am rejecting this response because:Date of Transaction - May 26th, 2023 Amount Paid - $8,240.00 Bills roofing committed to fix the leaking roof and repair it so that there will be more leaks. Not only did they not fix the issue but they caused additional damage due to sub par workmanship and I had to submit an insurance claim to get the damage fixed that this roofing company caused.Based on my sub par experience with this company and the faulty workmanship I did not even want them back to fix the issue as my fear is that they will cause more damage.please see attached the damage to the walls this roofing company caused due to faulty workmanship.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/27/2023

  Date Sent: 11/26/2023 4:42:19 PM
  

  On 03/30/23 the said customer called into the office & requested an estimate for concerns with multiple leaks on the 1st level of a flat roof in areas.  An estimate was provided to the said customer for *********************** on the flat roof area over the garage and main entry of building as well as on an upper tower.  The amount of the quoted project was $3800. This same estimate provided an additional estimate for the amount of $2000 to seal the house windows and doors with waterproof sealant. On 04/5/23 the said customer signed the estimate and agreed to have the work completed. On 05/04/23 the project was completed.  While completing this portion of the work, another crew hired by said customer was working on the upper roof area at the same time and removed a deck and requested that an additional area of work be completed.  The said customer was given an additional estimate for the additional work on the upper 2nd story roof area.  This was for $4200 for repairing the area where the deck was removed.  This work was completed on 05/11/23.

  Upon completion of both projects an invoice sent to the customer.  The said customer called on 05/26/23 with concerns about the window and door sealant portion of the project.  He was not satisfied with the workmanship of this project, however was satisfied with everything else that had been completed.  Bills Roof Repair offered to return to the property to redo the sealant portion of the project.  However the said customer indicated that he would rather hire another company to do this project to meet his satisfaction. He indicated that he would pay for the other projects completed and he would keep the $2000 portion of the invoice to pay another company to redo the window and door sealant project.   This amount was $3800 with a credit card surcharge of $114 for a total payment of $3914.  Bill's roof repair wrote off the remaining balance of the bill and said customer indicated he was happy with this resolution. 

  On 05/26/23 the said customer went online and paid his balance of $3914 for the first project as well as paid the $4200 for the 2nd project in full.  Said customer never reached out to ********************** from 05/26/23 until a request for refund came from the credit card company, as well several weeks later this BBB complaint was filed.  The said customer has a lifetime labor warranty on the work completed and refuses to reach out to allow us to resolve the concerns at hand.  More than 5 months passed from the completion of the job to the complaints with nothing from the said customer directly.  The said customer had another maintenance crew working in the area to remove the deck and this old lumber and deck materials were being tossed on the rubber roof membrane in the are that the said customer is indicating is not problematic.  It would be more than possible that while removing the deck and moving around on the roof area outside of the area of our repair work, that additional damage was created by the other crew working on sight.  If able to return to the property and inspect the problematic area the customer is dealing with, we would be able to determine if we provided faulty labor or if there was additional damage created when moving the deck around on the roof.  However due to the customer's noncompliance in allowing us to warrant our work and take care of the issue we are unable to determine for certain if the issue has even been caused from faulty workmanship.  

  The said customer has made no effort in any form to contact Bills Roof Repair directly and has only reached out through complaints filed here.

  Bills Roof Repair has been in business for more than 50 years and holds an "A" rating with reports of amazing integrity and quality of work.  We would be happy to resolve this for this customer by inspecting our areas of work and if faulty workmanship is found, redoing this project for free to the said customer.  

  Customer response

  11/28/2023

   
  Complaint: 20767639
  
  I am rejecting this response because:

  The claim that this compnay provides lifetime warranty on its workmanship is absolute non-sensical as they did not even resolve the issue that they were hired to do. Not only did they not fix the issue but ended up causing more damage and now they are trying to blame another contractor who was hired to replace wooden deck who had nothing to do with the roof repair that they were supposed to fix. If they are not willing to refund then I'll be pursuing legal options via a civil lawsuit.

  Sincerely,
  
  ***********************

  

  Business response

  01/10/2024

  Bill's Roof Repair stands behind their work with a lifetime labor warranty.  If an issue is not resolved and there is still leaking or, as reported here, "additional damage was done" the customer is ALWAYS offered the opportunity to allow us to resolve the issue at hand. The customer indicates that our warranty is non-sensical, however he never even provided us with an opportunity to prove that we stand behind what we say.  We are not blaming anyone else for the issues at hand, however just stating facts that without allowing us to return to the property and look at the work we completed there is no proven way to know why this area is an issue.  

  Due to the customer not calling and making us aware that there was even an issue at hand, we were unable to even offer the opportunity to make things right for this customer.
  ********************** would have also offered the homeowner the opportunity to pay for fixing the inside damages.  However, the said customer here NEVER followed up or called to express there was an issue following the repair completed by Bill's Roof Repair.  The customer NEVER placed a phone call voicing the concerns noted here, therefore we were never given an opportunity to resolve the situation for the customer. 

  On 05/04/23 the project was completed. customer never reached out to ********************** from 05/26/23 until a request for refund came from the credit card company, as well several weeks later this BBB complaint was filed.  The said customer has a lifetime labor warranty on the work completed and refuses to reach out to allow us to resolve the concerns at hand.  More than 5 months passed from the completion of the job to the complaints with nothing from the said customer directly.  I am willing to provide a partial refund, however the entire amount for 2 separate jobs is not feasible.  I have also indicated several times now that we are happy to pay for inside repairs (at a fair & reasonable price) or have a contractor go and take care of the inside damages as well as take a look at the previous work completed and fix the problem but we are NOT being given this opportunity.  It is unfortunate that he will not allow this to be resolved through the use of his warranty.

  Customer response

  01/14/2024

   
  Complaint: 20767639
  
  I am rejecting this response because:
  Why would I contact this company when they were unable to fix any of the issues that they were hired to do. The workmanship was very poor and shoddy. If this business is not willing to fully refund my payment then the next step for me is to take legal action.

   

  Sincerely,
  
  ***********************

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