ComplaintsforStorm Guard of Appalachia

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late November of '21, StormGuard installed a roof for me. The day before they came out the shingles and black felt with a few other things that pertained to roofing were delivered. I took inventory of what was there so I would know what to expect. A **uple of mos. later they sent me this outrageous bill, which I had already put ****+ down. ***** the sales person told me that they would not go over what the insurance had agreed upon plus the 500. the insurance deducted, so basically the total amount the insurance *** allowed. And additional, I think it was around ****. for architectural shingles(which I found out that is what they charged my insurance **mpany for. When I got the bill from them there was nothing broken down(itemized), so I asked for one. They never would send me one that was itemized. The reason I did this is because I know certain things were not done. I then had the insurance **mpany send me what they had agreed upon and there were several things on there that were not done by StormGuard. Also, they did not put back the satellite dish was not only not put back up, it was thrown to the side of the house and broken, which **st me to have the satellite ** **me and reinstall. And to top it all off they were trying to get an additional 500. I now have a major leak in one of the rooms that I was given and estimate of ****, to repair ceiling and don't know how much to get the roof fixed. There were a lot of discrepancies and I have pictures to prove. They had a lawyer right me a letter stating they had put a lien on this, but I'm not sure if they really did. I would like to settle this without going to **urt and also getting the leak repaired along with my damaged ceiling but that will be my next step if we can't get this resolved here. The reason it's taken this long is because I hate dealing with dishonesty, plus I had a full plate with going through a closing of a business I was the administrator of.

  

  Business response

  01/18/2024

  Storm Guard completed the work for *********************** the week of 11/8/2021. Storm Guard only completed the roof, no interior work was done. USAA Approved 3-tab shingles on the home, however, the homeowner agreed via text with our sales associate to install Oak Ridge (Architectural Shingles) at a cost of $1,440 more than insurance was paying.
  
  USAA approved supplements in the amount of $3,504.37 on 12/2/2021 and we sent the homeowner a revised estimate with those items being approved. With supplements and upgrade, the work Storm Guard completed came to a total of $15,610.58, which matches the invoice homeowner was sent.
  
  To date, homeowner has only paid Storm Guard $10,959.08. This leaves a remaining balance of $4,651.50.
  
  Per the terms of our workmanship warranty and the manufacturer warranty; the warranty only goes into effect after invoices have been paid in full. Neither the workmanship warranty or manufacturer warranty is in effect for this homeowner's property due to the balance owed on the account. Once the invoice is paid in full, the warranties will go into effect.
  
  Furthermore, there were leaks in the home prior to Storm Guard beginning work. These leaks were identified by USAA during their inspection 6/14/2021 and were written to be repaired in the estimate dated 6/17/2021. The leaks were in the "sunroom", "master bedroom", & "master bathroom". Storm Guard has not been contacted and requested to repair any leaks or issues with the roof since the installation of the roof was completed the week of 11/8/2021.
  
  Storm Guard did attempt to collect the balance owed up until February 2022 by phone at which point account was referred to place a mechanic's lien to secure balance owed.

  Customer response

  01/22/2024

   
  I am rejecting this response because: Storm Guard  did not do any interior work...This was not authorized by me.  Storm Guard did however submit
  an estimate to USAA on this not knowing what needed to be done, know one ever came out to actually look at this. I was told by the salesman. my insurance would only cover the type of shingles I had on the roof, which were 30 year and if I wanted to upgrade to 40 year.  I agreed to ***** Corning *********************************************** would be an additional 1440. 

  I asked Storm Guard several times to send me an itemized invoice.  They never would provide this.  I contacted USAA and they are the ones that informed me that Storm Guard indeed tried to get more but they refused (BBB has copy of refusal document Ins. sent).  At no time did Storm Guard ever send me an estimate let alone a revised estimate and at no time was Storm Guard ever given permission to negotiate with my insurance company for more money (document to BBB confirming this).

  The reason I have not paid anymore then the *********: 1. SG never would send itemized invoice.  I was told SG would not go over what the insurance allowed me plus the deductable. They added another 500. on top of that (double dipping). 2. The amount that was granted on the insurance for shingles was what the ***** Corning Williamsburg Gray cost (again double dipping). 3.  There was work that was included on the estimate sent to insurance *** and was approved by ins. *** that was not done (pictured documents). 4.  They sent to insurance company estimate amounts for work they were not even authorized to do

  I have forwarded to BBB all documents showing everything I stated here as facts.

  
  

  

  Business response

  02/02/2024

  Storm Guard did not charge the homeowner for any work we did not complete. Please see the credit on the invoice which has already been sent.The credit is for work not completed by Storm Guard, which included the interior,which we agree, we did not do.
  SG never would send itemized invoice.  I was told SG would not go over what the insurance allowed me plus the deductable. They added another 500. on top of that (double dipping). With regards to an itemized invoice, our invoice is created based on the homeowners estimate from insurance. The homeowner can reference that document for all the details to match the numbers. We did not add an additional $500. There is only one charge for $500 deductible (see invoice).
  The amount that was granted on the insurance for shingles was what the ***** Corning Williamsburg Gray cost (again double dipping): Homeowner requested for an upgrade
  There was work that was included on the estimate sent to insurance *** and was approved by ins. *** that was not done (pictured documents) We did not charge for work we did not complete, again see invoice for credits applied
  They sent to insurance company estimate amounts for work they were not even authorized to do: Again, we did not charge for work we did not complete

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 31st a gentleman came by to look at the roof and stated he saw damage. Apparently, that's what these folks do. They go around from house to house and try to get business. Well later after I filed the claim with my insurance company, they sent an adjuster and the first gentleman from the company came with him. The next thing I knew that guy from the company was fired because he was not bringing in enough clients. So, another guy came by. By this time I had gotten the first check from my insurance company. He sat in my home and we picked out the roof material and color. He explained this process. Because my name and theirs were on the check, I had to sign it. This was August 31st. He told me he was going on a couple of cruises and that was the last I heard until the last week of August when a lady called and thought the work was done. I told her that nothing had been done and that I had not heard from the second guy. So, around December I called my insurance company I thought it had been completed. They gave me the number to the adjuster who said that what he did was as far as his duties went but he was able to see that the check for over $2000 was cashed months back. So a week ago my roof started leaking. I'm upset. At this point, they should pay my deductible at a minimum. I don't want my roof done while it's cold. Now I can't file another claim for the same thing that was supposed to have already been completed. I've emailed the guy and called the company and nothing. Now I just sent an email to the company cause I saw an old email from July.

  

  Business response

  01/12/2024

  Our communication with this customer is as follows:

  8/1/23 Meet w/Customer & Ins Adjuster

  9/7/23 Rec'd check from Customer

  10/12/23 Rec'd an agreement from ins to cover more of the roof than they initially said.

  10/23/23 ****, her Sales Rep, spoke with her & she said she'll be in ******* for a couple of months & when she gets back she'll call to let us know to schedule her roof.

  01/04/2024 2:51 PM I received an email from customer that she's not heard from anyone in months & "was looking into this w/some serious matters to happen"

  01/04/2024 3:00 PM I emailed customer back I was sorry she hadn't heard from us, not knowing we were waiting to hear from her when she got back in town. I responded she was scheduled in the next 2-4 weeks pending weather & **** would touch base by Monday 1/8.

  01/05/2024 I was notified customer had filed a complaint w/********************

  01/05/2024 Customer's sales rep spoke to customer. She had "forgotten" she was supposed to let us know when she got back into town. Also, per Sales Rep "her dad has cancer so were gonna have to really work out a time and schedule her when its convenient for her because her dad stays there and hes going under cancer treatment." They ended the conversation with everything resolved.

  Customer response

  01/16/2024

   
  I am rejecting this response because:
  I never spoke to **** on October 23. It was a woman who stated that she would have him call me next week. I have witness to that. Do they? Nope because it never happened. Second, I never said that I forgot to call them when I got back. Third, I know this to be a lie about being gone for a couple of months. I got proof ( my timesheet- I clock in and out for the school system each day). I worked from the time I met him until that last week of October. I was gone shortly over a week ( 9 days).  He cant nor anyone at that company show proof they have called me where we actually spoke or sent me an email from the last time he set his foot in my door until she contacted me on October 23rd and I sent the first correspondence after that. This is why we are here. I could respect them more without the lies. I want them to schedule my roof being completed April 25th. Things should be better by then. Oh! I also had to investigate myself what was going on and used BBB after no email responses through my insurance company who told me they were surprised and thought the job was completed. I can get that as well. The adjuster told me they cashed the check we can find out when that was..so they are blaming me how LOW DOWN. Im so mad at this point. 

  

  Business response

  01/16/2024

  I've attached the notes from our operating system that are time stamped & dated. New Job Note is: On Oct 23, there was a note from me to **** to pls call Customer & I have notes in the comments that she told me she was on vacation at that point & to call the following week. Roof Link ********/**** is a note from **** 1/5/24 after he spoke to customer & again references she had been out of town. Please see the attached text message between the customer, *************************** & the Sales **** ********************* that was had on 1/8/24 where customer thanks **** for the update & **** agreed to come look at her new leak. Again, these are all dated & time stamped. We feel we have responded to customer in a timely fashion & will continue to do so.

  Customer response

  06/19/2024

   
  I am rejecting this response because:
  
  

  I wanted to give you an update. My roof still hasn't been completed. In my response to BBB, I suggested April 25th, 2024, as a potential completion date. I also have text messages from **** promising to keep in constant communication, but I haven't heard from him since March. In March, I offered to extend the deadline to the end of May, excluding June due to my son's wedding. Despite my efforts, I haven't had any work done, and they haven't contacted me. I reached out to the company via email and to **** via text with no response. The first mistake for them was not completing the work in a timely manner. The contract was signed back in July 2023. It was the end of October when someone called me to see how I liked the work. I simply said I was out of state and when I would be back, which was the following week. The person stated that they would have **** contact me that week, but he never did, which was their second mistake. Therefore, in January 2024, I reached out to BBB. The company falsely claimed that I stated that I would be out of town for a couple of months and would call them when I returned, which is not true as I have work and family commitments that would make such a claim impossible. Additionally, **** admitted to the misunderstanding and seemed surprised by the company's statement. I have reached out to my insurance company. They are very surprised that I have not been able to get this taken care of and suggested that I contact the BBB after I informed them that I had already contacted the insurance adjuster. How and when will someone see that this company is not going to do the job? 

   

  After about a year, I would like the deposit check returned to *********** (which they have already cashed) and to terminate our agreement. Their unprofessionalism and dishonesty have led me to this decision.

   

  Warm Regard,

  *****

  

  Business response

  07/01/2024

  This customer was scheduled for being built the week of 6/24, but requested we wait until this week of 7/1. She is on the schedule for this week.

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me, if it is completed this week. 
  
  Thank you. 
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We first spoke with Storm Guard on 4/5/2023. We received the check for our roof and submitted the money to Storm Guard. They deposited our money on 5/23/2023. I have a picture of the receipt showing the deposit of our money ($3196.46). On July 24th, I sent an email requesting a refund of our money. Storm Guard was not able to talk with our insurance company as promised, so we decided to get quotes from other places. We still have not received a refund of our money. At this point, I can't get anyone to answer my calls. They did answer for the first little bit. They kept telling me that our money would be refunded. I can give dates of these conversations if needed. I also have text messages from *****************************, their employe, stating that we would be refunded the money. It is now Sept. 12th, and we haven't seen a dime of our refund. We can't get our roof fixed without this money. We have buckets catching water when it rains at the moment.

  

  Business response

  09/20/2023

  I have requested an update from our accounting department on the status of this refund. It takes **** business days to process a refund. 

  Customer response

  09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is somewhat satisfactory to me. StormGuard Appalachia did NOT send me the refund, but their corporate office DID issue me a refund.  We had contacted their corporate office, but we did not think this was getting us anywhere because StormGuard is a franchised business. Their corporate office was very apologetic, and they indicated that we are not the only ones that StormGuard Appalachia has treated this way.  I filed this complaint on the 12th.  I received a call from their corporate office on the 13th to tell me they were sending us a refund.  The check arrived today, September 18th. We deposited the check on September 19th. I sent an email to ***************************************** on September 18th to try to let BBB know that this had been resolved.
  I find it very interesting that they would respond and say they were checking with their accounting department considering we were refunded 2 days ago. I was told on several occasions that they needed to check with their accounting department and that never led to anything happening.  I am not satisfied with StormGuard Appalachia, but their corporate office made things right.
  
  Thank you. 
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started working with StormGuard in late November 2022. They cold called me and offered a free roofing evaluation They determined my roof had hail and storm damage and would work with me to start an insurance claim Local team was helpful and we were able to get approval in January **** and I gave StormGuard 2 checks totaling over $8,400 so they could Schedule my project I have been waiting since March and could not get even a tentative date Was told they had overbooked and did not have teams to cover work They used weather and various other excuses. I tried working with them but to no avail Regional Manager promised me 100% refund of deposit within 10 business days of our conversation.We are almost 7 weeks out. His voicemail box was full when I reached out Spoke with office manager several times She has always been friendly but difficult to get ahold of I am looking to start legal action if they do not send my refund I have reported them to the franchisor; submitting this info to BBB. I am also going to report to my bank and insurance company for possible fraud There will also be calls to ** and TN contractor licensing boards if I do not get a check in hand soon.Promises made are not Promiaes kept with this group.I am a 67 year old senior who is being taken advantage of and still does not have a roof on my home.They marketing and knowledge of the local team was very impressive I was excited to work with the team; but once they received the money- the corporate side fell flat Do NOT deal with this group as they are not what they appear to be. All I am asking for is my money back.Take the time to read BBB complaints. There is a definite trend here including getting money back.Storm Guard of Appalachia needs to do the right thing and refund my deposit and work on better business practices from the franchise corporate office.My family has businesss in *********, Tri-Cities and *********. This is no way to treat customers. Buyer Beware!!!!

  

  Business response

  08/31/2023

  We have received homeowner's request for a refund & are processing the request at this time. It takes approximately 10 business days to process the refund. The homeowner has been notified of this. Also, this is a duplicate complaint by the same homeowner. The other complaint is #********-73987. I will respond to it also, but can you please note it's a duplicate complaint.

  Customer response

  09/01/2023

   
  I am rejecting this response because I was promised the same thing in mid July when I spoke with Regional Manager ********************* from Storm Guard of Appalachia. After waiting 6 weeks with no response to emails/texts and voicemails I contacted BBB of ********* and ********* I also contacted Storm Guard Corp in ***** for help with this franchise. They contacted owner of franchise and he told them 10 business days to process the refund. Corporate has been helpful to date and now clock ticking to see if I receive the refund as promised for a 2nd time. I am not willing to state this complaint resolved until check is received and cleared. Promises made have NOT been promises kept to this point in time.Clock is ticking .

  
  

  

  Business response

  09/12/2023

  The owner of the company, *****************, personally spoke to *************** on 9/12/23:

  Spoke to **************** to get him his refund either end of this week or the middle of next week.
  
  

  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have tried numerous times to receive a refund from Storm Guard for work that was never completed and we have yet to receive our refund and they are refusing to overnight a check to us. Due to the lack of communication from the ********* office we would like to have a full refund of the initial deposit. Our records show the initial deposit was $7,660.34. We have had numerous calls with ******************** and he stated he would send us a refund as of 6/19/2023. On Monday 7/10/2023 we texted **************** advising we had not received our refund. He stated he would reissue a check. On Thursday 7/13/2023 we received a call from an employee named ****** that said the check was never orginally put in the mail on 6/19/2023 and that she would mail it out today. I asked for it to be overnighted since we have been waiting for months for work or a refund. She said she couldn't do that. **************** is now not responding to our call. I am not sure if the company is even planning on refunding our money to us. We have been trying since April to find out what was going on with our claim or if we were going to be getting a refund.

  

  Business response

  07/13/2023

  I called the Homeowner today to say we were putting the new check in the mail today & verifying the address to send it to. ****************** thanked me & apologized for having to cancel. I told him I understand, no problem. He called back to ask how the check would be sent & I said I'm putting it in the mail today. He said ok. He called a 3rd time @ 1:44 PM & his wife proceeded to get on the phone & demand to speak with ****************, I informed her he was in a meeting, but I would get him a message. She also wanted the check to be sent express mail with a tracking number. I told her I would send it w/a tracking number. Attached is a copy of the check & a copy of the tracking info which was done @1:58pm, approx 15 minutes after she requested it. 

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and have received my refund. As long as the check does not return as insufficient funds, I find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our home experienced hail damage on March 27, 2021. We were approached by Storm Guard who knocked on our door while canvassing the neighborhood, soliciting work in our area. They claimed they were the best contractor to repair our damaged house, and they would help us receive the most insurance benefits. On 4/15/2021, my wife and I signed a construction agreement with Storm Guard for roofing & siding work. Around June 2021, we again signed further contracts with Storm Guard and they received a check from our insurance company for $11,992.68. At that time they hung large tarps that draped across the damaged sides of our home. These tarps are still hanging there, just as they placed them nearly 2 years ago with no repair work to the siding attempted whatsoever. They eventually replaced our roof by November 2021, however there were remaining roof work issues, particularly with a section of the fascia that had come undone & haphazardly swung from the faade. They returned to Band-Aid the issue, preventing the sheet metal from banging across our exterior, but never properly corrected their work, telling us it would be fixed along with the siding job. Also, while doing an unrelated interior remodel, we recently discovered open, exposed areas to the attic that the roofers neglected to shingle. In the 2 years that we have been dealing with this company, we have been assigned 3 different company representatives, each making empty promises & offering false hope. We have long SMS text transcripts documenting how they continually failed to meet contract expectations, made excuses for delaying progress, or simply ignored our requests for communication by ghosting us. I've continually tried to reach out to them for answers and am met with a surprised response as if they have no insight or knowledge of our situation. The only communication we've received has been from their collections looking for more money! I would warn anyone interested to stay away from and avoid this company.

  

  Business response

  02/16/2023

  We finished this home owner's siding on February 13, 2023. See pics attached.

  Customer response

  02/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We gave this company a deposit from our insurance company to do our roof back in February 2022 of $2783.96 based off of a contract that we signed for them to do our roof for $7850.50. They informed us they had a 15 week lead time to do our roof. In May, they sent a revised estimate of $12,328.05 to my insurance adjuster and my insurance declined this new estimate. I cancelled the roof installation and demanded a refund of $2783.96 but was told they would only refund $821.35 because they charge a 25% cancellation fee based off of the original contract price of $7850.00 (they would keep $1962.61). Their contract clearly states "YOU HAVE NO OBLIGATION TO STORM GUARD UNDER THIS CONTRACT UNLESS YOUR INSURER APPROVES YOUR CLAIM....". Therefore I should be refunded the full amount since my insurance company denied the new estimate and also they did not send me the updated estimate so there wasnt a signed contract for the increased amount.I have documentation and emails of all correspondence and contracts. I also hired an attorney back in September that sent a demand letter to them by mail and email with no response to either. I have called and spoke with ***************************** at the company back in September that told me she would follow up concerning the demand letter and issue and call me back and I have yet to hear from her. I have been calling and have left 4 messages for her with no return calls.

  

  Business response

  01/12/2023

  ***************,
  
  Attached is a copy of the back of our contract. If you look on your copy under the cancellation section it shows that we are entitled to 25% of the full amount if the contract is cancelled.  This is due to the work we must complete to get the approval for you in the first place which we did at your request per the contract. Please provide your attorney the back of the contract concerning the section titled Cancellation.
  

  Customer response

  01/13/2023

   
  I am rejecting this response because: the contract that was signed was for $7850.00 in February not the $12000 updated estimate that you sent to my insurance adjuster in May. Your contract clearly states if the claim is not approved (which my insurance adjuster rejected the increased/updated estimate) we are under no obligation and should receive a full refund. My attorney saw the 25% cancellation fee and said that was not valid for this situation since my insurance denied the new updated contract/estimate and even if this is cancellation is valid, I was due to receive a check for $800 and we have not received that either.  I have been trying to speak with ******** since September with no return calls or response. This is very unprofessional. 
  
  

  

  Business response

  05/01/2023

  ************** was notified in writing 3 different places that she signed acknowledging this was an estimate & she understood & agreed to authorize Storm Guard to work with her insurance & submit estimates, supplements & bids for her property so it may be returned to a pre loss condition. Ive attached these documents for your review. The Storm Guard Construction agreement middle of the page Insurance Claim Authorization, on the back of the contract under Insurance Claims &Cancellation, on the Payment Schedule, and on the Third Party Authorization Form. These all have her signature and/or initials stating she understands & AGREES to any supplements being requested from her insurance on her behalf. She signed all of these documents on 2/14/22 & sent an email on 5/11/22 stating she wanted to cancel her contract, well past the 3 day right of rescission. Per her insurance adjustor, he was told by *************** NOT approve the supplements, she wanted the roof done for the original estimate. She was notified, in writing on the attached documents, that the original estimate, was in fact an estimate & subject to change. We feel we have satisfied all the requirements on our side. We invested time & money to restore her roof including ordering the material & were in the process of scheduling her roof build when she notified Storm Guard she was canceling. If she wants to cancel she can, but she will be charged, in accordance with her signed contract, the 25% cancellation fee.
  

  Customer response

  05/15/2023

   
  

  We still do not agree with this however at this point, desperately need to get a roof on our house and my insurance will not approve the updated amount from StormGuard. If the business can please send me the $821.00 as soon as possible so we can make other arrangements to have our roof completed. We have an estimate for $9400 from another reputable company local to ** that will be installing our roof.

  I have also called the business several times in the past 2 weeks with no answer and no call back. Very unprofessional. 

   

  Thank you,

  Vestula and *** White 

  
  

  

  Business response

  05/23/2023

  It states on the Storm Guard Construction agreement middle of the page Insurance Claim Authorization, on the back of the contract under Insurance Claims & Cancellation, on the Payment Schedule, and on the Third Party Authorization Form that this is an estimate & supplemental items maybe added. These all have her signature and/or initials stating she understands & AGREES to any supplements being requested from her insurance on her behalf to return her roof into its pre-damaged condition & to assist w/getting these approved by her insurance. She signed all of these documents on 2/14/22 & sent an email on 5/11/22 stating she wanted to cancel her contract, well past the 3 day right of rescission. Per her insurance adjustor, he was told by *************** NOT approve the supplements, she wanted the roof done for the original estimate. See attached notes. She was notified, in writing on the attached documents, that the original estimate, was in fact an estimate & subject to change. The contract she signed & initialed further state, "Owner acknowledges that the final contact price may be adjusted to reflect the insurance estimate as well as any changes or supplements received from the insurance company". We had ordered material & were in the process of proceeding with her roof build when she cancelled. The contract does state if the insurance doesn't approve the claim, however, per her insurance adjustor, she instructed him to NOT approve it. Therefore, she was not in compliance with what her contract stated & what she agreed in writing to do. 

  

  Business response

  05/24/2023

  I have confirmed with our accounting department that the refund request for $821.33 has been received & will be processed. Please allow 10 business days for processing. 

  Customer response

  05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our roof has been leaking since September 2, 2022. They accused the leak of being animal urine. Then I found a shingle that was raised/ bowed on the roof. I sent the pictures and *** said he came out and fixed it. The shingle looks the same and it is not fixed. On November 11, the roof started leaking into our living room and into our basement. I reached back out to Storm Guard and spoke with *************************, I texted and emailed all the pictures and videos of our leaking roof. She said on the phone that she didn't know when she would be able to fit us in and that she forwarded the pics and video to the production manager. I haven't heard anything back since November 11, 2022. I believe the roof was installed on 12/2019. The roof is still covered under their 5-year warranty. We also had a billing dispute and we were working with ********************* at *********** she is at ********************************************** *****.*************************** *************************** <******************************************************************************>Office Manager and *************** ************************************************* ************ I think the project manager's name is *** his phone number is ************.

  

  Business response

  12/01/2022

  Dear ********************,
  
  After speaking with you directly, coming to your home multiple times, and reviewing your warranty claim, we will reiterate here again.Each site call we have made we have seen where there is no water incursions due to our work. We have reviewed the situation and will recommend, once again,some local exterminators that can come address the problem and what is causing further damage to your home. Storm guard is a general contractor and is not licensed or trained to address large pest incursions or habitations within your home, nor is it covered under our construction warranty.
  
  Here are a few local pest control companies that should be able to help you stop the cause of the deterioration of your ceilings due to unwanted pest urine and pest habitation.
  
  Schedule ************ Services - Arden, ** Branch 350 | Orkin
  
  ************ **************, ** | ******************** (*************************)

  Customer response

  12/02/2022

   
  I am rejecting this response because: I have pictures and videos of water leaking into my basement and ceiling. There is no way that this is animal urine. There is also a shingle that is not installed correctly that could be letting water into our house. 
  
  

  

  Business response

  12/09/2022

  One of the most common ways to diagnose an active roof leak is inspection of the roof decking and rafters in the attic space above the spot where the ceiling is stained/wet. Then to follow any dampness or water to the highest point. Upon our last inspection of the attic space there were no signs of dampness or water on the decking above the location of your pictures. Though, a strong urine odor was present. The odor and photographs of ceiling stains is consistent with having animal(s) in the attic space.    
  
  Also water intrusions that cause ceiling stains have a very common appearance. Water takes the path of least resistance. Once water comes in contact with sheetrock it is absorbed, a stain then becomes visible and will expand outward. The photographs provided do not reflect water intrusion, as several small stains in a distorted/random pattern; this too is consistent with animal(s) in the attic space.      
  
  Due to the lack of evidence from the joists/decking above those spots and the strong smell of urine the evidence does not support a warranty claim request. If we were licensed and able to help with pest removal we would certainly do so but warranting against pest is outside of the scope of the work we were hired to complete.
  Please be aware that this is not an infrequent event especially in extreme heat or cold conditions. Raccoons, squirrels, possums, and bats are the most prevalent pest.
  At this time with no evidence of leaking from the roof itself we are denying this warranty claim and recommending you reach out to a pest control service.
  

  Here are a few local pest control companies that should be able to help you stop the cause of the deterioration of your ceilings due to unwanted pest urine and pest habitation.
  
  Schedule ************ Services - Arden, ** Branch 350 | Orkin
  
  ************ **************, ** | ******************** (*************************)

   

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