ComplaintsforCreed & Garner Roofing Company, Inc

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  According to Creed and Garner, the material from Triad Corrugated Metal was defective;however they cannot provide the necessary purchase order proof that they purchased this material from them and Triad Metal will not consider a claim until that information is provided to them as proof it is in fact their material. We as the customer have been helpless because we only have the proposal and subsequent invoices which were paid in full. We cannot nor should be held responsible for the fact Creed and Garner cannot produce the necessary documentation they are legally responsible to maintain and fulfill the 40 year warranty we were assured. We have tried unsuccessfully to resolve for 3 years + and now Creed and Garner has denied any responsibility!

  

  Business response

  10/03/2023

  This metal roof was installed in early 2010.  There are no issues with the roof due to our companys installation.  We completed all work on the contract as signed by the customer. The issue is potentially a manufacturers issue.  When the issue of the potential defective paint/finish was brought to our attention in mid 2020, we did our best to help the customer by advocating for them with the metal company although this issue is directly between the customer and the manufacturer.  At the time a job is paid for, we supply the customer with paid invoice(s) along with a manufacturers warranty as needed for their records.  When issues such as this come up, which is very seldom, we do our best to advocate for our customer with the manufacturer.  Although, this type of issue is directly between the customer and the manufacturer.  We are not legally required to retain documentation for the period of years of the manufacturers warranties.  However, we do keep documents for the recommended seven years.  Unfortunately,this issue was not brought to our attention until ten years after the roof was installed.  We still spent a lot of time trying to assist this customer in this matter with the manufacturer and exhausted all avenues we had available to us. We feel we have gone above and beyond trying to help this customer.  We are perplexed that the customer, three years after we did our best to help them, have written a complaint to the BBB without attempting any further contact with us since the issue in 2020.  Especially with as much as we tried to advocate for them.

  Customer response

  10/03/2023

   
  Complaint: 20658999
  
  I am rejecting this response because: Creed and Garner is still missing the most critical issue which is their responsibility to provide the necessary documentation to the manufacturer proving to them it is their material! The claim forms specifically stipulates: "Proof of purchase is REQUIRED.  Please send a copy of the original purchase receipt from Triad ********************** This is a direct quote from claim forms.

  This internal paperwork is not documentation we, the customer,  would ever have access to because it is the roofer's business relationship with their suppliers. This is not paperwork we would ever be privy to...

  Please note, We only received a Proposal and two subsequent invoices from Creed and Garner, nothing else!

  The manager at Triad specifically stated that they would reject any claim without this information which Creed and Garner has known from day one of this whole ordeal.  They said they would look for the documentation but ultimately couldn't produce it and postured themselves that they were done with us and walked away leaving us high and dry.  Is this what they consider being our advocate? The one key piece of information that has prohibited us from filing a claim with the manufacturer IS the elusive purchase order!!!

  We have no other recourse but to open this claim with BBB in hopes something will finally resonate with Creed and Garner that their contractual obligation to us is not done just because installation was completed.  They still must provide proof to the manufacturer that they purchased the materials for our roof from them so the 40 year warranty will be honored.

  It is extremely poor professionalism and unconscionable to leave us, the customer with no recourse because we cannot prove it is their material. This is only information the roofer would have in their purchasing dealing with their suppliers. 

  I hope this clarification helps BBB better understand what has brought us to this point. 

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Total job was over $12,000.00 but never got the final bill 2-17-23 paid down payment $5,437.50 to get the job started (Roof replaced with tin)3-8-23 Installed Roof but ran out of tin 3-14-23 Returned to finish job and finished it but UNSATISFACTORY work.They left nails in the roof and they are coming through the tin Ordered tin that was too short in length and installed, waiting to leak anytime 2 colors of tin in the valleys The lift that they used to unload the tin hit my screened porch and tore it Black tin on house but put grey tin in the valleys Busted the vinyl and didnt replace it Tin installed in 2 different directions and when the company owner came to get the final money he said it looked good from the ground up, didnt even go on top to look at the complaints that I had with the work that they had did.I overheard the installers stating that they had ordered 10 pieces too short and thats how I knew they had used short tin on my house

  

  Business response

  05/05/2023

  We apologize for the delay in addressing the punch list items as discussed prior to this complaint.  We have repaired the siding last week and have additional materials still on order.  As soon as the additional materials arrive, we will complete the job in a timely matter.  Construction sometimes can be a difficult task and we take pride in the work we do and always strive to satisfy each of our customers.  We take full responsibility for our part in this matter and are working on it to make it right.  You are welcome to contact our office at anytime with any questions or concerns you may still have in the meantime.  Thank you for your patience.

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