ComplaintsforS.W.A.T. Roofing LTD.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company did our roof two months before we moved in on June 8, 2018. Shortly after, within a year we had to contact them because we were having water issues in the attic. When it rains a lot and snows we get water on the ceiling. Just recently the company came out to look at it and said the attic needs work and they wanted to charge us because the warranty was up. I am kind of appalled they only guarantee 5 years of work. Clearly they are inexperienced and careless and now my family is at risk of getting sick from black mold and my home is getting water damage. The work was done wrong the first time and someone did not even fix it right when we noticed the issue since it’s still an issue so this needs to be fixed before more damage is done. I would have never agreed to a 5 year warranty. My shingles have a warranty way longer than that and if it’s a shingle issue, and not their fault then they should honor the shingle warranty at least. It is very alarming that they only guarantee their work for 5 years when a roof should last at least 10-20 without an issue. I understand there have been storms and we live in a rougher climate but regardless they should have done things correctly so the roof could handle our climate and elements. A well done roof wouldn’t be having isssues almost immediately. Their company does not care about the safety of the people living in the homes of the roofs they are installing. The guy said he didn’t have a contract with me.. since the previous owners did the roof.. so what? That makes it okay for the company to install an unsafe roof and charge me to fix it?

  

  Business response

  02/02/2024

  As customer stated this roof was completed for the PREVIOUS homeowners who elected not to relocate a ventilation pipe that fell over a truss. They did not want to spend the extra money as they were selling the home and didn't present an actual code issue. Unfortunately, our warranty isn't transferable because of reasons just like this. We completed the job we were contracted to do by OUR CUSTOMERS (previous homeowners) and we were not paid to move said pipe. Many storms have also effected this roof over the past 5 years. As a courtesy we did go out to investigate the issues free of charge. Of course, to perform work we would need compensation. This customer stated they wanted it done for free under warranty, which we do not have with this person as they never were our customers. Our customers signed a certificate of satisfaction at completion as we did what we were paid to do. It is not our companies fault, in anyway, that they didn't want to spend the extra money to move said ventilation pipe.

  Customer response

  02/05/2024

   I am rejecting this response because: This is a bit alarming. I talked to the previous homeowners last week and advised them of the negligence that I am dealing with and this roof was paid for with an insurance claim so cost was not an issue. The insurance company would have covered any work that needed to be done to repair this roof, the previous owners also wanted to make sure the roof was done properly. I was tol that immediately after the work was done, they had problems, this company was back at this house very soon from the time the roof was done - 6/8/2018 until title transferred. I was told the owner of the roofing company ghosted the previous owners at first when they came to him to get assistance when they realized the work was not done well.  Then, shortly after we moved in, we had them come out too to "fix" the same issue...and there was never any mention of work that needed to be done that the previous owners did not want to pay for so this is an untrue statement. Basically, this roof was not done correctly to begin with and the owner of the roofing company seems to be okay with that. Also this is not the ***** ****, or ****** so I am really confused as to why "bad weather" is a sufficient excuse to him for a roof to need repairs after 5 1/2 years. Roofs should at least last 10-20 even THIRTY years without an issue if it was done properly. I was also told the company no longer has the original contract he had with the previous owners. I do not have the contract for the roof, but I was given the warranty for the shingles and it says that the warranty transfers one time with a purchase. I think the previous owners signed a certificate of satisfaction because they were under the impression that the work was correct. Of course it would look fine to a person who does not know what to look for if there is an issue. They noticed shortly after though...when it started LEAKING IMMEDIATELY. It is the company's fault. It does not matter if it is a code issue or not. Not everything that leaks is a code issue. It still should have been moved if it needed to be moved, because again, this was an insurance claim. The cost was not an issue for the previous homeowners. This was pure negligence, unprofessionalism and carelessness. I was also not told that this pipe needed to be moved when they came out when I was the owner. I was told it needed more shingles and tar and that is supposedly what they did. They just lied, and dragged this out, and did some temporary fixing up there to hold it over until the warranty would expire and they would not be "responsible"
  
  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I notified my contractor on may 7th that siding had melted off my house and have been told 4 times that someone will be out but it still hasn’t been addressed. I also told them on July 22nd that I had water leaking through my roof into my kitchen and through my electrical outlets and it’s now raining again and I’m having more water come through the walls and causing more damage and no one has been out to look at either of these issues or updated me on when someone will be out. I’ve attached the screenshots of the messages shared that include the dates.

  

  Business response

  08/14/2023

  Ms. ****,

     Thank you for bringing this issue to our attention. I understand that a slow reponse is one of the biggest frustrations and complaints when working with a contractor, especially when damage is ongoing.

    I apologize for the late response in addressing your repair. We came out the day of this complaint to address your concerns and determine the best plans of action to rectify the problems.

    Management was not notified of the problem immediately so I apologize it was not addressed sooner. In fact, we only heard from your project consultant about said problems the day of this complaint. We are doing everything in our power to get this situation handled now that we are aware.

     ****, your project consultant, did forward over all communications, showing how he missed the urgent part about water leaking in, but as I attached you being nice enough expressing that it wasn't a huge ordeal at that time. Just something that slipped through the cracks during our busiest time of year.  

    Please contact our office directly at ************ or ************ if you have any other problems or questions. Our office email is ***************** as well, if you prefer to communicate that way.

  Sorry again for any inconveniences, we are in process of making this right for you.

   

  Customer response

  08/17/2023

   I am rejecting this response because:
  
  I reached out on may 7th that siding on my house was installed with glue and had melted off my house. I was told 4 separate times that it would be addressed and expressed the urgency as I’m trying to get an appraisal on my house. I will not be satisfied until the work is complete as I’ve been waiting over 3 months for it to get fixed.

  

  Business response

  09/05/2023

  Repairs have all been completed. Apologies for the delay as this is the busiest time of year for us.

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