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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried to contact JW Roofing for a warranty to fix the siding on my house. I have not received a phone call or email back yet. Birds are not getting in the side of my house.
Business response
07/16/2024
Business emailed BBB stated that someone will be over today to repair.Customer response
07/17/2024
Complaint: ********
I am rejecting this response because: As of 7/17/2024 the JW Roofing has not contacted me or anyone at **** ********** ****** ********* **** *****
Sincerely,
******* ******Business response
08/06/2024
We addressed to loose siding and took care of the issue. If we missed anything or you aren’t satisfied with the outcome please let us know. Sorry for the inconvenience and let us know if you need anything else!Customer response
08/08/2024
Complaint: ********
I am rejecting this response because: JW Roofing has not called, addressed, or fixed the issue. I would appreciate a phone call ************ you must leave a message or someone to come out to the house **** ********** ****** ********* **** ***** as soon as possible.
Sincerely,
******* ******Customer response
08/27/2024
BBB reached out to the consumer and the piece has been fixed.Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Incomplete work I agreed to have my roof done by JW Roofing. They left my roof incomplete. I had to patch a leak on my roof on a section they were supposed to fix. 1/4 of my roof is incomplete. I’ve attempted to call and the voice mailbox is full. I’ve tried emailing and no one will get back to me. They’ve taken my money and will no longer communicate with me. I want what I paid for. This is the wrong way to handle a business.Business response
05/08/2024
The flat roof section was never discussed as we were under the assumption that it was fine. The roof crew didn’t inform us that it needed done because they were doing the job we sent them to do which was the shingles, gutters, and straighten the garage. The EPDM was never mentioned therefore we didn’t charge you for it. We can do the flat roof at cost if ***** would like. Had we known he wanted that done we would have done it. It’s completely different materials and process and too flat to install shingles there. Please let us know if you would like to know the cost, sorry for the miscommunication on our end!Customer response
05/08/2024
Complaint: ********
I am rejecting this response because:I was told I was going to get a new roof and you didn’t finish the job. No communication was made on your teams behalf that part of the roof was going to be additional costs. That should have been communicated immediately as your team saw the state of the roof. This is not right. I will continue to reject any response that is not you finishing my roof. This is not how business is handled.
Sincerely,
***** *****Business response
05/09/2024
We have completed all of the work we were contracted and paid to complete. ***** never informed our sales rep he ALSO wanted a rubber EPDM roof quoted. We quoted the shingle roof, gutters, and straighten the garage building. We never discussed the EPDM roof. This is always a separate project from shingle roofing.
I have since offered ***** to do his EPDM roof at our cost for labor and material since he in unhappy that he forgot to inform us he wanted another project, however he seems to be refusing this offer. His shingle roof has a 5 year warranty with JW Roofing that we will still keep in play. I will be sending a copy of the contract and photos of the job as proof that we have done everything we were contracted to do.
Customer response
05/17/2024
This company has not resolved the problem. They were misleading and left me with an incomplete job. They took advantage of my lack of knowledge in regards to roof repair. Now they are wanting more money to finish the job.Initial Complaint
09/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We contact JW Roofing for last three week trying to get a copy of a receipt on the roof they install in April 2021 to give to our insurance co. so they can reduce our home owners insurance. Jw Roofing have not return our calls.Business response
09/18/2022
I tried reaching out to Andrea twice to inform her I can not find any information on her project in the last 3 years. I left a voicemail stating this and I will reach out again this week.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
JW Roofing have replaced my flat roof exactly 4 years ago, the contract states that it covers 5 years of warranty on leaks and they are also supposed to do the flashing on the roof for a hood installation and HVAC installation, my roof have been leaking intermittently for the past two years, I recently reached out to them about six weeks ago and they asked me to send the contract to them which I did, and after that I haven’t heard anything from them since, I called every day and they didn’t return my call. I truly appreciate it if you can be of any help,Business response
09/02/2022
This current JW Roofing was created in honor of my deceased father, John Walters. In creating this company, we used the same name to try to grow it to a big company to let his name live on.
In doing so, we also purchased the same phone number. However, we did change the logo. When opening the new company, I wanted to attempt to honor as many of his labor warranties as I could, to help his customers who lost their contractor. However, when the job becomes too much labor and money for us to continue fixing at no cost to help these people, there comes a point where we can no longer help them for free. We then explain that this company is completely separate, and we would like to work with them but can’t do it for free.
When ********* was explained this by Summer, the receptionist, she failed to understand that this company that is simply trying to help her out of our pocket, is not the same company she was in contract with. This company was started 1-27-2021 as pictures, and her contract was 2018 or 2019. Clearly, we have not received a dollar from her and we tried our best to help.
Mrs. ******* proceeded to get nasty with Summer over the phone, to the point of yelling, assuming we were responsible for this project that was completed before the company existed.
However, we still tried to be professional and help Mrs. ******* get her roof dried in today. Upon completing our free service, she then asked us to flash the HVAC pipes that were added years after the completed work. Once i stated that we don’t work on a job that the HVAC guys are responsible for, she then got very angry again, stating our contract (that doesn’t exist) said we would do that.
After a back and forth conversation of yet again explaining I had nothing to do with her roof, we packed our tools and said Thank You and left.
We will no longer attempt to help ********* fix her roof with John, who is now deceased, because of her ungratefulness in understanding we were just out there trying to help her at no extra cost on a holiday weekend Friday at 7:00pm.
I really hope the free service we provided keeps Mrs. *******’s property dried in for years to come, but will not accept any offer to contract services on her property with our company. We wish her the best on her roof repairs and hope she can find someone great to complete the project if it does not stay dry.
-JRW
Customer response
09/07/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
********* *******Customer response
09/09/2022
Because he took ownership of his father’s account, and customer’s as well and I believe he knows, the kind of work his father did and he also have the same employees working for him as his father,Business response
09/12/2022
The JW Roofing I own is not the JW Roofing that was contracted with *********. Her contract states 2018, our company was started 2021. We are just the same name to honor my deceased father. This is not our responsibility. We will reach out with our attorneys to handle this professionally.Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had JW roofing come out. They were supposed to replace a facia board, a gutter and clean and secure all the other gutters. They said they cleaned all the gutters but I saw they didn't have a ladder tall enough to get to the back gutters. I had to clean the downspout out on the front gutter myself. The downspout to the gutter they replaced leaked. They were supposed to come out 3 separate times to correct it. I stayed home and waited but they didn't show up. I wasted my time and they've made no attempt to contact me. I will have to finish the job myselfBusiness response
06/16/2022
Our guys did install new fascia and gutters, but they did not change the downspout so we refunded payment for that. They cleaned the gutters from the roof, therefore the ladder doesn’t need to reach every gutter as long as it reaches the roof. Our guys were too backed up to make it out when we told ***** they could, and we called him and explained that. We are going to refund ***** his full amount, as well as fix the leak in the downspout as long as he hasn’t got it fixed yet. This one is definitely our fault, and we will refund him and fix his issues. We are going to take steps with communication inside our business to keep this from happening again.Customer response
06/17/2022
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,
***** ******
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Get a QuoteCustomer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.