Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired Invigorate Roofing to install a new TPO type roof in October 2022. Invigorate proceeded to install in December of 2022. Since then, I have had five (5) leaks. All due to improper installation. They sent workmen to do a quick fix with caulk which had placated us at the time because we trusted them, but ultimately those "fixes" failed at resolving the leak(s). I have incurred damage inside and outside of my home due to the leaking roof. My insurance company inspected the roof and concluded the real problem was/ is poor workmanship. Consequently my insurance company will not pay for damages caused by faulty installation of this new roof. Invigorate has had five chances to make things right and cannot/will not put in the necessary effort to give me what I paid for...a new "state of the art" roof. P.s. I have much more evidence such as copies of texts messages and videos.
Business response
04/11/2024
We have received the complaint for **** *********** at * ******* ****** ****** ******** **. The issue in the notice was “recurring leaks”. The complaint notated 5th visit was March 15th. I am attaching photos from our team in addition to this response letter. The photos will show that although there has been leaks, there has been action taken to address these concerns. There was welds that have been assessed and repaired. There are also drips/leaks that have been determined to not be in fault of the roofing system itself. We have assessed the roof with the manufacturer reps to determine the best way to ensure the longevity of this roof for the owner and ensure we followed installation guidelines. We are currently in the process of executing those recommendations that exceed manufacturer installation specifications.
The biggest leak in question is above the roof line where the stucco meets the window ledge. The stucco (completed by a different company who did not pull a permit) was done post roof which should have ensured longevity for the home owner. The window seal stucco area in question has a gap (which you have seen pictures of) in the vertical side wall that meets the horizontal window ledge. We are working with the homeowner to find the best possible solution where two systems can work hand in hand. My project manager, ****** *****, is in constant contact with the homeowner and we are confident that the roofing system will do as it should.Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 28, 2023 I had my roof replaced by Invigorate Roofing in Albuquerque, New Mexico. During that project, both skylights on my roof were taken off and then placed back on. (This was necessary for the TPO roof). About 3 weeks ago, we had a windstorm and I came home to dirt all over my kitchen floor and my bathroom floor right under where the skylights are. I didn't have this problem before the skylights were taken off and placed back on. I called Invigorate Roofing and was told that someone would come out to take a look at them. That was about 2 1/2 weeks ago and no one has called. I've tried calling several times since, from the number that is listed on their website and I am directed to a generic voicemail. I am unable to reach the project manager I worked with as I was told that he is no longer with the company. I'd like someone to come out and make sure the skylights were put back on correctly and tightly. I shouldn't have piles of dirt all over my floors. If dirt is getting in, then so is air and water. I paid $15,000.00 for the new roof and it is unacceptable to not have someone at least call me back and come look at the skylights. This company claimed to be "the best" in the ABQ area - but their customer service (if you can call it that) is grossly sub par.Business response
04/03/2024
********* concerns reached my desk the week of March 11th. I sent out our most experienced Project Manager to assess the situation on 3/15/24. Our PM determined the cause of the wind leak. The skylights themselves were compromised as well as having silicone and debris stuck to them to not allow them to seal properly and pictures prior to installation were viewed. The pictures of the initial inspection showed water between the layers of plastic on the skylights. ******* was shown the conditions of her skylights expressed her frustration that this was not told to her prior to roof installation as she would have bought new skylights. On 3/18/24, my foreman installed new skylight's at ********* home. I have uploaded before and installation pictures. At the 3/15 assessment, ******* and the PM decided on this resolution. The skylights were replaced as a customer service courtesy due to the miscommunication that lead to the situation. This issue is resolved.Initial Complaint
06/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 24, 2023, I contracted with the business to install rain gutters on my home and paid a 60% downpayment. Final payment was made on April 25, 2023 for the completed work. After the first rain, I noticed that at least one of the joints from the new gutters was leaking. The company sent out the original estimator who took video of the problem and also found other problems with the installation. The estimator said I would be placed on the calendar of the installer for repairs. To date, the company has not provided a date to repair the work and a manager who did communicate with me has recently not responded to my request for a repair date. We are now beyond 30 days since the original installation.Customer response
06/12/2023
Hello BBB,
The aforementioned complaint has been resolved to my satisfaction. No further action is necessary. Thank you.
****** ** ******* ****** **** ****
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.