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Complaint Details
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Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Flat Roof Company installed a roof on our rental property in the summer of 2017. Our contract states that the roof has a "10-year Leak Free Guarantee.... Any Leakage which would occur during Leak Free Guarantee would be repaired at no additional price cost...." All down-payment and final payments were made promptly. Due to evidence of a leak, we called The Flat Roof Company and they agreed to send a representative on 02/18/2023 between 10 a.m. - 12 p.m. When the representative did not show up, I called and left a message stating that we are waiting at the property. Although the company's website states that they are open 24 hours, they did not return our call. We decided to give them the benefit of the doubt and waited for the holiday weekend to pass. As of this writing, they have not returned our call. We paid according to the contract. We expect The Flat Roof Company to honor their contract with us.Business response
05/08/2023
What we offered to do for them was to fix their chimney, the issue was not with the roof. This issue has been resolved.Customer response
05/15/2023
Complaint: ********
I am rejecting this response because:
Although Flat Roof Company responded to the complaint, evaluated the roof, and determined that it was not the cause of the leak, they did offer to repair the leak in the chimney. The offer, as we understood, was compensation for not responding to our initial call to the company and to clear the complaint from BBB records. They were apologetic and expressed interested in upholding their company's reputation and rating. We received several calls from Flat Roof to reschedule the chimney leak repair citing scheduling and weather related issues. We accepted these as legitimate reasons for rescheduling. We received a final call a saying the repairs would be done on the following "Monday, Tuesday, or Wednesday." No one came to do the repairs and we received no other updated calls from Flat Roof Co.Several weeks passed between the offer to repair the chimney and the final call. We could not wait any longer and had to hire a different company to do the repairs.
Sincerely,
**** ********
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Contact Information
555 Washington Ave Ste 310
Saint Louis, MO 63101-1249
Business hours
Today,Open 24 Hours
MMonday | Open 24 Hours |
---|---|
TTuesday | Open 24 Hours |
WWednesday | Open 24 Hours |
ThThursday | Open 24 Hours |
FFriday | Open 24 Hours |
SaSaturday | Open 24 Hours |
SuSunday | Open 24 Hours |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.