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Complaint Details
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Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
August of 2023 I had UpGraded Roofing install a new roof on my home. The installation went smoothly and the issues we experienced were due to the insurance adjuster. I January 2024, we started hearing a low humming noise in our front 2nd floor bedroom. The noise sounds as if it is coming from above and only happens when we get winds from the south. We had our windows checked to see if there was an issue with them but they checked out fine. Since the noise sounds like something vibrating we decided to have the roof checked to make sure nothing was loose or damaged. I called 19 Jan and had to leave a message. They returned my call and after I messaged details they said they would be out to check the following week. No one showed. I messaged the 26th requesting status and received no reply. I called again the 29th and had to leave a message but received no reply. I messaged Feb 5th explaining I originally called on the 19th and received a response saying they would be coming out (but no date or time). A tech finally visited the house on the 5th, but he did not have a ladder long enough to get on the roof and said he would be back the 6th or 7th. He did not show. I messaged the 12th to ask what had happened and was ask for all my details again so I recapped the problem and timeline. The manager said he would check with him and that was the last I heard. My initial experience was good with this company but it appears that once they have your insurance money they just don't care. I have yet to be given a day or time that someone will be out to check my roof. Even though they claim excellent warranty and service, that just has not been the case. I'm not asking anything unreasonable, I just need someone to verify the integrity of my roof and repair if needed. The lack of communication and total disregard for the customer is unsatisfactory. UpGraded Roofing needs to do better period.Business response
03/22/2024
---------- Forwarded message ---------
From: ******* ******* <******************************>
Date: Fri, Mar 22, 2024 at 4:03 PM
Subject: Re: BBB Accreditation at Risk of Suspension Please Reply
To: ***** ***** <**************************>
This has been resolved please check with home owner
Or call me
***********
Sent from my iPhone
> On Mar 22, 2024, at 9:48 AM, ***** ***** <**************************> wrote:
>
> ********Business response
03/26/2024
3.26.2024 KG spoke with ******* *******. He said he went out to consumer's home for claim that when wind blows consumer could hear humm sound. ******* said the problem was with a gutter that the corner of the gutter guard was not attached so he fixed the issue for consumer. His company did not install the gutter guards. ******* said there was no problem with the roof.Customer response
03/26/2024
[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 the business's response to resolve this complaint. The technician was thorough and communicated well what he was doing and apologized for the delay. Appreciate the effort.
Regards,
******* ********
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.