Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Whitlock for a new roof in Oct '22. There have been issues from day 1 with the project that was 11/22-23. Sent email 11/25 with a long list of issues. Was told a foreman would be out on 11/28 to look at the issues. Was told gutter repair/replace would be done the end of Dec. On 1/6/23 they accepted responsibility for everything & apologized for the inconvenience and all my issues were resolved. Received final bill at that time. Emailed them 1/8 that none of the roof issues were corrected & requested to meet with the owner. He & an ***** ******* rep met on 1/20 & I was told everything was cosmetic. On 1/23 a big wind caused the ridge to fly up; clearly not cosmetic. On 1/24&25 workers were here to take care of the issues. 2 days hardly seems 'cosmetic'. Met with owner on 2/6 for final walk thru. I questioned the ice & water barrier being installed in valleys & at end wall due to no proof & given all else that had happened I was not confident. Was 'guaranteed' by owner it was done & if I wanted it proven I'd have to pay time/material for them to tear it up &show me. Was accused by owner that I'd just 'keep coming up with things'. I had asked for a discount & was told he had lost money on my project so no. He stated 'homeowners don't usually get up and check their roofs when we're done'. He offered 2 $25 gift cards, to which I said he could give them to my nephew for his inconvenience (he was present at both meetings to look out for me). Final gutter replacement took place on 2/8. I found proof the ice barrier was not installed on the end wall but still uncertain about the valleys, owner is unaware of this. He didn't have the best attitude at final walk thru so I don't feel comfortable dealing with him anymore. What was supposed to be a 2-3 day job has stretched to over 2 1/2 months. While several of the issues were eventually made better there is still a large problem with the ice shield,2+ months of stress, clean-up I had to do, etc. I have lost all faith

  Business Response

  Date: 03/06/2023

  This customer signed a Roofing Repair Contract with Whitlock on October 24, 2022.  As agreed, Whitlock completed the installation of the roof on November 22, 2022.  On November 25, 2022, the customer emailed Whitlock to address certain issues that were ancillary to the installation, such as soffit and ridge vents, paint on vent pipes, minor damage to roof gutters, and cleanup.  Given that the installation had taken place shortly before the Thanksgiving holiday, Whitlock did return to address these concerns.  Most of these concerns were addressed by early January 2023.  The soffit and ridge vents were completed on January 25, 2023.  Because Whitlock wanted to protect the customer’s warranty on the previously installed gutters, however, it was forced to use the same contractor that completed the installation, which could not complete the gutter repair until February 8, 2023.  This was entirely out of Whitlock’s control.
  
  In light of the customer’s stated concerns, Whitlock visited the property with the manufacturer representative, who confirmed that the roof was properly installed and that the customer’s concerns, other than those discussed above, were cosmetic in nature.  While the customer complains of winds causing the ridge cap to lift, it is well-known in the industry that the sealants used in cold-temperature installations during the winter time do not entirely seal until the Spring when temperatures begin to rise sufficiently to heat the tar-based sealants.  Therefore, it is not surprising that high winds caused temporary uplift of ridge caps on the roof.  In fact, the Albuquerque area experienced particularly harsh winds recently, which caused significant damage to structures and, predictably, blew a shingle off the customer’s roof. (See, e.g., ********************************************************************************.  Nonetheless, Whitlock has continued to the return to the property to address these concerns in good faith. 
  
  As the customer acknowledges, Whitlock has addressed most all of her concerns.  The sole remaining concern is Ice and Water Barrier in the valleys and end wall flashings.  Whitlock installed such Ice and Water Barrier in the valleys in accordance with industry standards.  While this material is not required at end wall flashings under industry standards, it was inadvertently included in the parties’ contract.  Whitlock recently discovered that the material was not installed at the end wall flashings and will agree to properly install Ice and Water Barrier at the end wall flashings. 
  
  Whitlock does not agree to the requested billing adjustment or warranty extension.  In fact, the customer has not paid any amount to Whitlock beyond the material deposit and still owes approximately half the price of the roof installation.  This customer has sought “discounts” or concessions from Whitlock’s first contact with her and appears to be attempting to use this process to obtain them. 
  
  While Whitlock acknowledges several minor mistakes in this installation, the roof has been confirmed to be properly installed, and Whitlock has agreed to address any further legitimate concerns.  Whitlock stands by its installation and its five-year workmanship warranty in addition to the manufacturer’s material warranty.     

  Customer Answer

  Date: 03/13/2023

  Complaint: ********
  
  I am rejecting this response because:

  The ice shield was not 'inadvertently' left on the contract.  It was on the hand-written one as well as the formal one and is one line item (not separate) included with ice shield in the valleys.  If it was inadvertently left on then that would mean the ice shield was not done in the valleys either; both of which the owner "guaranteed" were done because "they knew they had to". This would be the 3rd, major, time parts of the roof would be removed and replaced (main ridge vent re-do, garage ridge vent when not done the 1st time). 
  
  
  
  Regards,
  
  ******* ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/17/2023

  As set forth in Whitlock’s initial response, the customer’s sole remaining concern is Ice and Water Barrier in the valleys and end wall flashings.  Whitlock installed such Ice and Water Barrier in the valleys in accordance with industry standards. 
  Whitlock acknowledged that the Ice and Water Barrier was inadvertently not installed at the end wall flashings and offered to install it.  The customer rejected this offer. 
  While Whitlock remains willing to address this concern, it cannot do so without the customer’s consent. 

  Customer Answer

  Date: 03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I would like to know if the water/ice barrier is just going to be installed at the end wall or if the valleys will also be redone since there is no proof it was done, other than someone's word.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/30/2023

  The Ice & Water will be installed at the end walls, and we will perform a thorough inspection to confirm the presence of Ice & Water shield at the valley at no cost to Ms. *****.

  Customer Answer

  Date: 03/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I accept as long as there is visual proof provided to me there is ice shield in the valleys, without pulling any nails because that ruins the ice shield and new ice shield would have to be applied over the old because the holes from pulled nails don't seal up.  Additionally, I want visual proof the ice shield is properly installed at the end wall.  
  
  Regards,
  
  ******* *****