ComplaintsforBGC Expert Contractors

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug of 2022 I hired *** experts through my insurance to do my roof and paid every ***** to them. I have all documents from my insurance stating that they paid for the entire roof replacement including the flashing. Aug of 2023 I had my pest control routine check and thankfully by the ***** of Lord I came to found out I have water damage as a result of poor workmanship from when *** did my roof. Insurance reported as well as an engineer reporter and two other roofing contractors reports indicates improper installation of the roof in many places and specially on the front of my house where there is the most damage. I have reached out to the *** experts and after months of running me around and the owner basically hanging up on me at one point. He told me he will fight me in court till the very end if needed be and that he is not taking any ownership to any of this magnitude of damage that his company has caused me. Since then I had to hire another roofing company to fix part of the roof that was causing the leak through the house and it turned out *** experts replaced my roof a year ago on top of wood that has diterrieated! I am beyond words of how a company with BBB on their site is handing this matter in such a devastating way. Im a single mom. We have suffered enough for months and through the holidays being out of our house with no resolution. Please help

  

  Business response

  01/09/2024

  Dear ****************,
  
  I hope this message finds you well. I would like to extend my sincere gratitude for reaching out to us and providing us with the opportunity to address the concerns you have raised. We take every customer interaction seriously, and your feedback is invaluable in helping us improve our services.
  
  I would like to address some of the points you have mentioned in your dispute to clear up any misunderstandings. Please allow me to clarify the following:
  
  Communication: I would like to address the is*** of the phone call where you felt that I hung up on you. I assure you that nobody has maliciously hung up on you during our entire communication. The instance you referred to, we both said goodbye, and as I hung up, you started speaking again. We were then back on the phone immediately addressing your additional concerns.
  
  Gutter Guards: You mentioned to us that we removed gutter guards during our roof replacement. However, our records and photographic evidence clearly show that your gutters never had any gutter guards installed before or after our work. The is*** of overflowing gutters, which led to the leak you experienced, was not related to our workmanship but rather an existing condition. This type of accusatory behavior was the reason for the additional skepticism around the roof leak. This is also the reason we hired our own adjuster and engineer to investigate this further. 
  
  Response time: We strive to respond to all inquiries and concerns promptly. To the best of our records, we have consistently responded to your concerns within a day. We have been prompt and conducted numerous investigations immediately which have all resulted in the same findings.
  
  Workmanship: We stand by the quality of our work. Independent assessments by the engineer we hired and your insurance company's engineer have confirmed that the leak was due to overflowing gutters and not as a result of our workmanship. The rotten wood you mentioned was a result of prolonged water overflow in that specific area, which was not present when we completed the roof replacement. We always replace any rotten wood discovered during tear-off.
  
  Third-party Investigation: We understand your concerns regarding the engineering firm you consulted. However, we ensured that a comprehensive investigation was carried out by both the third-party engineer we hired and third-party public adjuster, who conducted a thorough water test to pinpoint the source of the leak. Their findings clearly indicate that water entered the wall below the overflowing gutters, where there is no roofing involved.
  
  Water test results: The water test performed by the engineer confirmed that no leaks occurred during the water test to the roof. Please find a summary of the test directly from the engineers report below for reference.
  
  We started spraying the brick from the bottom to the top. When I got to the top spraying, it started leaking inside right near the gutter, fascia, and soffit. We then performed the water test again starting from the bottom. About 5 or so feet up from the ground level, it started leaking while only touching the brick with the water (Brick needs tuckpointing or re-pointing). We stopped the test. We now had two areas leaking while performing the water test. We then performed it again in this area. This time I sprayed it right on the soffit and fascia near the gutter. It started leaking very bad at that point inside. We then confirmed it again a few more times just to make sure it was those two areas the leak was occurring from as it was not coming from the roof.
  
  Litigation: You have threatened to *** us if we do not take accountability for the leak. We take any threats of legal action seriously. While we maintain that we are not at fault, we respect your right to pur*** legal counsel. Our commitment is to integrity and accountability; if our investigations had found any fault on our part, we would have taken immediate action to rectify the situation.
  
  We genuinely sympathize with the challenges you have faced due to this situation. It is our utmost priority to address and resolve any is***s related to our services. Once again, we appreciate your feedback, and we hope that through our collective efforts, we can find a satisfactory resolution to this matter. Please feel free to reach out to us at ************ if you would like to discuss this further or if there are any additional concerns you wish to address.
  
  Thank you for your understanding, and we look forward to working towards a mutually beneficial solution.
  
  Sincerely,
  Brian Garlock

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