ComplaintsforDacraft MFG Factory Direct

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7-12-2022, DACRAFT installed a patio cover on the front of my mobile home at; *** ****** ******** ********* **** *****. About a week later, it rained. Leaks are coming from where the patio cover is connected/bolted, to the mobile home. I contacted ***** *** **., on his mobile phone (************). We talked about the above situation/issue, that I was having. ***** Sr. told me that when a job, they were going to do in the area was to be done, then they would stop by, and take care of my concerns on the work that was done by *******. I said; ok. Time passed, nothing happened. On 10-10-2022, I had another conservation with ***** Sr. about the same issue, leaks. ***** Sr. told me that when, one of two people he named was in Columbus, that person will take care of what we talked about (leaks). I said; ok. It has been two weeks since we talked. Still waiting. Winter is coming. Only so many nice days left in the year. ...At the time of the first conservation with ***** Sr., they were extremely busy. So, I guess I got lost in the mix. Why can't DAYCRAFT just tell give me date and time, that they will finish the job? I am talking about 24 feet that needs to be sealed/caulked. A DACRAFT installer can do that in a half hour, including putting the ladder up, and taking it down. ***** Sr., is a nice person to talk to. DACRAFT is 24 feet from the finish line, and a happy customer.

  Business response

  10/25/2022

  The patio cover was serviced on 10/24/22 and adjustments were made that should fix the problem. We had previously mentioned to the customer that we would take a look as soon as we had a qualified installer in the area. We are sorry for the delay, and we do not anticipate any issues moving forward, provided general homeowner maintenance (keeping gutters and top free of debris, etc.) is performed regularly.

  Customer response

  10/26/2022

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

  Customer response

  10/30/2022

  I cleared my gutter of debris. Then had to wait for rain, to see how both I and Dacraft did to stop the leaks. Today, Sunday (10/30/2022) rain started in

  the evening. ...Around about 10PM I checked the patio cover. Good news, went from 3 leaks, down to 2. The leak by the front door has moved a little

  closer to the door. Both leaks are down to a trickle. Making progress. Might I suggest, a installer come out when it is raining, When Daycraft has time?

  This way they can take a video, and consult with me on what to do next. I do not like to complain, however, we are so close to taking care of this.

  Please tell me what you (Daycraft) think about my suggestion. Thanksgiving is coming up, I hope to give thanks for no more leaks.  

   

  Business response

  11/02/2022

  Upon further inspection, it has been determined that our customer's roof is the source of the leaks, not the new patio cover. He is now in the process of purchasing a new mobile home roof-over system from us, so we consider this complaint resolved. Thank you.

  Customer response

  11/02/2022

  
  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.
  
  Always a pleasure talking to *****, and the Daycraft family. Looking forward to doing business Daycraft for years to come. I apologize for any

  miss understandings on my part. Looking forward to many years under my new roof. *****, is the kind of person you would like as a neighbor.

  Thank you for being patient with me, during this process.  Happy Holidays. And ...As Spock would say, "Live long and prosper".   

  ****** ****.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had business install awning (roof) over the deck. I called in 2018 about a leak. I was told someone would be out to take care of it. Saw no one but chalked it up to covid. I called again in Aug. of this year only to be told my work order had been pulled and put away. The person said they didn't know why that had happened. They were going to send an e-mail to the president of the company, and that he would call me. Contacted the business two more times. Told the same thing. Have never received a call from anyone to take care of my problem.

  Business response

  10/19/2022

  Business called BBB with there response.

  There is only a one year guarantee on the patio covers which we called and told the consumer. We are actually going to be in her area tomorrow and will be resealing the cover for her which she is aware of as well.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a DaCraft roof for my mobile home in 4/2021 it was put on in June/2021. In the beginning of March 2022 I found a piece of the trim on the ground and from there I called them for service. Since that time I have been stalled, promised, ghosted and lied to EVEN by the regional President for god’s sake…….these people are thieves……all I want is my $5000.00 cash I paid them and I will have a local roofing company fix their incompetence. Also, at this time the entire frame and trim have moved so much that the DaCraft sign is about 1/2 inch from falling off and down goes the roof….*******! My spare bedroom roof has been ruined because of their lack of work ethic and respect for their customers I Am Done!!!! Please help I would never recommend this company for anything!!!

  Business response

  07/06/2022

  I apologize for not responding sooner.  For whatever reason, I did not receive your original notice of this complaint.  This was serviced on 6/15/2022 (the day after you sent the notice).

  When our serviceman arrived at the home, he found a 3' long piece of trim missing from the outside perimeter of the overhang of the roof.  This would have nothing to do with a roof leaking.  The registration plate at the end of the home was raised up at one side.  Both of these items were repaired at the same time and a complete inspection was completed of the roof.  Everything looked as it should.

  This past winter was one for the record books, and especially for that area of the northeast section of the state, with all the freezing rains and high winds.  To ask for a 100% refund for a small section of perimeter trim coming off is like asking a car dealership for a complete refund on your car because a hubcap came off!

   

  Customer response

  07/12/2022

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

  Ok, I discovered the initial piece of trim on the right side of my trailer that fell off around the beginning of March 2022, I began my communication with them a little after that. I had left several messages on their company phone number as well as the supervisor who watched over the job. They never reached out to me until I turned in a complaint to the BBB.  At that time they sent out 1 employee mind you 1 to fix it. As you can see from the initial photos I sent with my complaint you will notice that the frame was so misaligned at that point that the DaCraft display sign was ****** up. Now to after the “repair”, the left side is now bowed and another side piece of trim is ready to fall off  upon further inspection  the right side now has bolts coming out of places that they should not be!!!  These roofs are lifetime guarantee d and I have rust on mine already…..can you say ***?!

  
  

  As to the damage that has been caused to the ceiling is FACTUALLY due to the company’s lack of response in a timely manner to address the issue. I now have mold growing in the insulation.

  
  

  As to a resolution, I am seeking a full refund so that I can hire a outside locally owned business to fix my roof properly and of course to handle my mold and ceiling issues. 

  
  

  One last point here, I find it quite ironic that they made an excuse for not responding to y’all in the appropriate time limit and came up with an excuse once you reached out again. I find this troubling considering all the ******** they have fed me

  
  Sincerely,
  
  ***** *******

  Business response

  07/19/2022

  Dacraft has installed over 100,000 roofs on mobile homes across the United States, from the Florida Keys to the coast of California.  The primary reason people purchase our roofs is because their roof is leaking.  In regions that experience heavy snowfall and icing, many customers do not want the trim system, which is primarily for decorative purposes.  The trim system has absolutely nothing to do with causing a roof to leak or eliminating an existing leak.

  Mrs. *******'s home is between 40 and 50 years old and had the original roof on it when we installed our system in June of 2021.  She called our office on Feb. 22, 2022 to report that trim had come off the side of her roof.  There was no mention whatsoever about a leak when she called, only that a piece of trim was off and the registration plate on the end of the home was loose on one side.  Neither one of these things would have anything to do with any issues on the inside of her home.

  We received your notice on 6/14/22.  Our installer was already scheduled to be at her home and had the necessary trim to make the repairs.  When he arrived on 6/15/22, he noticed a 3' long piece of trim missing and the registration plate loose.  He replaced the trim and secured the registration plate, and inspected the entire roof for any other issues.  He found that everything was as it should be and he told Mrs. ******* he would like to look at her ceilings.  She did not let him come in to see, and he said she got into her car and left.

  I will have an installer in her area next week and would like to have him go inside her home and inspect the ceilings.  The pictures she sent in appear to be of old problems, before we ever installed the roof.  Again, we have fully inspected the roof and there are no issues with it.  Please advise if Mrs ******* would be available for an inside ceiling inspection.

  In any case, none of Mrs. *******'s complaints warrant a refund of her money.

  Customer response

  07/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: You are continually denying that exact events to fit your own narrative so that you don’t have to own your responsibilities. 
  

  That is a down right lie that the worker that came out to fix the initial issues DID NOT ask me if he could come in and inspect the inside of my home!!! We had a long conversation, I asked him if he was able to get the job done by himself and if he needed a cooler full of water that is when he told me his wife was in his truck and they had brought stuff.  Yes, at that point I asked if he needed anything from me , he said no , I left to do errands. if the trim is not so *** **** important why the **** don’t they tell you that?  Every other mobile home in this park that has a DaCraft roof has trim!! My home maybe old however I had it sealed twice prior to their arrival of the initial installation.

  At this time, if they are not willing to come to a agreed settlement then I have no choice but to Sue the **** out y’all!!! I am done dealing with the children of the original owner who gives 2 ****s about the families business reputation.

  Sincerely,
  
  ***** *******

  Business response

  08/19/2022

  Company owner indicated by voicemail he had spoken with the client. They are sending an installer out to the home next week to do a complete analysis to determine next steps. 

  Customer response

  08/21/2022

  
  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,
  
  ***** *******

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2017 I had Dacraft put a new metal roof on my mobile home, which included a lifetime warranty. I have been calling them for months about coming and fixing my leak. They started out saying someone will come and check it out. I told them from the very beginning to call me FIRST to set up a time as I was taking care of my dying friend at his place. Of course the ONLY time that someone reached out to me, called and said he was on his way. I told him I was not at home and I had asked the company to set up a time ahead of time. He said he wasn't told that and we agreed that he would come the next day. No show, no call. I have called several several times only to be told, they will call me back. They have NEVER returned my calls. In the meantime my leak has gotten worse. My ceiling is bowing, it has ruined pictures, my furniture and carpet got wet, and I have a pot now catching the drips!! There is ALSO black mold starting to show. So not only does my roof need repaired, my ceiling will now have to be replaced. I had another metal roofing company come out to check it out. They did NOT get on the roof. However he could see and documented it that they that the flashing was NOT installed properly and needs to be replaced. Because my roof has a lifetime warranty, I don't want to void it by having someone else to fix it. If they give me a complete refund, then they can void the warranty, and I will hire someone else to fix it.

  Business response

  11/30/2021

  Business Response /* (1000, 8, 2021/11/18) */ Our owner has spoken with the customer and has arranged to address and resolve this situation in the next few days.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Dacraft install an awning over my front porch, after it was put up, one of the workers made a comment that it looks a little slanted but it wasn't. But it actually is, it slopes away from the downspout. They also made a comment that they cut one post too short, and said they didn't have another one. So they left it like that. I contacted *****, he said he would check into it, never heard back from him, I contacted him again, he told me to call the office. After a few calls to the office, they finally sent someone out, he said the awning was installed incorrectly, he had to order a new post, said to call back if we didn't hear from him in a couple days. Never heard back, now about two months later, and several calls to the office, and nothing. I called ***** once more, he sounded surprised that it wasn't fixed yet, said once again he would check into it, that was two days ago, and still no call back or anything. I just want this fixed. They have terrible communications.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/12) */ This has been taken care of, and our customer is satisfied.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The awning was installed on 7/21/2021 and leaked after the first rain. The installer (****) came to look at the awning and said it was leaking due to the house and not the installation. He argued with my Aunt and then argued with me that she would need to pay to have it fixed. I then contacted the office and spoke to ****** who in turn had me speak with ***** *** *** He came out and looked at the awning and said they had installed it incorrectly. The flashing is the problem and would need to be replaced.I have called numerous times and spoke with either Jr and/or Sr to get this resolved. The last time I spoke to Sr was the wk ending 9/19 and I called again this morning 9/27/21 and left another message with ******.

  Business response

  10/13/2021

  Business Response /* (1000, 8, 2021/10/13) */ The issue has been resolved, and to our knowledge the customer is satisfied. Consumer Response /* (2000, 15, 2021/10/27) */ Consumer is satisfied with the business response.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Floor joist went bad from New metal roof leaking, noticed floors dropping, looked in crawl space and water ran down walls and roted floor joist, went in attic to see where water was running down roof was soaking wet,from years of leaking after 2 years of calling company a guy came caulked it said roof install wrong and floor joist bad from roof leaking since it was installed, he said he gave repot to boss and can't get hold of him, we have made almost 50 calls since April, then another guy called 2 weeks ago said he be out next day, got call he had death ,week later still no calls no one will answer phone return calls, we said we would get lawyer and keep calling, this could of been easy fix but now it's going to be a major job we offer to buy floor joist and they fix roof and replace floor joist and put them up in our rental cottage next door and eat the lost on it just so they can get her and fix there bad roof we are at the end of rope with this company, poor way to do business

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/23) */ I talked to my serviceman who stopped by their home. He told me that he did not say that the roof is leaking, rather the problem they're having is from condensation and the attic needs insulated. I am having another installer stop by their home today or tomorrow to get another opinion. We have had several consecutive days of rain which will tell a lot. If the roof is not leaking, I don't consider this our problem. If it is leaking, I will perform all necesssary repairs.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roof Installed Fri. Nov 6th and Sat. Nov 7th of 2020. A windstorm later that month damaged trim. I’ve called multiple times. Because of COVID was told the did have enough people at the time plus winter was coming. I called in Feb. 22, 2021 a snow storm tore the trim off in front and damage on the sides. Wanted to talk to the sales representative (*****) Who I originally got me a credit card and set the appoinmet to install. I never got to talk. Always gone. I’ve been give the run around never given a straight answer what they can and can’t do to help. I been faithful paying on my bill. (Synchrony Financial Home Design) XXX-XXX-XXXX. *Please see attached. Click here to Get the File - use the Password:***************************************************************

*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. ↩