Complaints

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have already mailed you the complaint with documentation but will summerize here. We are elderly people, we live on S.S in a single wide mobile home. This year we needed a new roof. We couldn't afford it but it was necessary, 5 of my children contributed to the amount. We did our homework and were convinced by the contractor his was the best outfit. They did it in one day great job. We had to replace an existing skylight so we purchased a new one to make it easier on them. Job was done end of September. a month later we had that driving rain and we got a leak in our bathroom. i called and a worker came down, did not knock on door just put up a ladder and put a whole bunch of caulking around the skylight. rain again leaked again called and was told he was on vacation he would call me back Dec 28th!! meanwhile I needed my furnace serviced it was not operating correctly (fairly new furnace) service man came down and after much investigating and going up on roof found debris from the roofing inside our chimney pipe, charged me $370 never heard from roofer after Dec 28 my 77 year old husband went up on roof, found skylight cracked, put sealer over crack twice, kept leaking. Got quote from another contractor for quote for new skylight $1700. again called roofer asked to contact his insurance have not heard again ***** *.

  Business response

  01/19/2023

  We are here for this Homeowner - ***** * ***.  We just learned that *** discovered a "Crack" in the new Skylight.  After learning this, we started a new Email Thread with the message posted below.  We sent the Homeowners a message stating that we are Happy to purchase a new Skylight and get it replaced.  We requested the "Online Store" where they purchased the skylight, and did not hear back.  Today - Thursday 1/19 - we received a new email from the homeowner stating they have a New Email Address with a different ISP (Internet Service Provider).  We were also informed that they filed this complaint with the BBB.  That is die to timing of changing their email address from:  ******@comcast.net  NOTE:  This is the email address that we have always used to stay in communication.   UPDATE:  Today - Thursday 1/19 - we learned WHY they did NOT get our repsonse.  It is because they switched their Internet Provider, and now have a NEW email address and they did NOT read our response  (Copy & Pasted Below).  Their new emaill provider is from Outlook:  *******@outlook.com     Apparently this is where the break-down occurred.  We have "Forwarded" the email message from last week to their NEW email address, and will get back in communication. 

  FORWARDED MESSAGE FROM LAST WEEK:

  ---------- Forwarded message ---------
  From: ***************NH.com <***************@gmail.com>
  Date: Mon, Jan 16, 2023 at 8:57 AM
  Subject: New Skylight - ** ***** ******
  To: ***** ******* ********************
  
  
  Hello ********'s,
  
  
  This is Michael in the office.  We received a message from
  you that the new plastic skylight has a crack in it, and is
  allowing water to enter your home. 
  
  
  
  The solution is for us to install a new plastic skylight.
  
  
  We are happy to get a new one ordered and delivered.  We
  will then get the new Plastic Skylight Installed on your home.
  
  
  Can you email back the company that you ordered the
  skylight from, along with their website and phone number.
  
  
  We will get the new Skylight ordered.  Once it has been
  delivered to us, we will schedule to replace it with the
  cracked one.
  
  
  I am handling all the office work now.  **** returned from their
  Christmas vacation with some form of health issue - yet
  
  did not test positive for Covid.  They are still trying to figure
  out what it is.
  
  
  No worries... we will get your new skylight replaced.
  
  
  Thank you,
  
  
  Michael

   

   

  Customer response

  01/19/2023

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩