Complaints

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They had put our roof on and did not caulk roof vent. Our ceiling began to leak water. One brother (owner) came and apologized, caulked roof and said they would send their ceiling guy to fix and paint. Other brother (owner) told us it would be a week or two before painter could come. We waited and they quit returning phone calls. I left message stating we did not want to pursue legally but would if they continues to not return calls or do repair. Now they say roof leak is our fault, that they won't talk with us anymore and refer to legal.

  

  Business response

  03/10/2023

  [BBB Transcription via Email]

  The roof in question was completed more than five years ago. However, we still were happy to look at the issue. It was determined that the a roof vent was leaking due to debris built up around the vent. There was no labor or material issues. Still, we removed the vent to ensure that there was no deck damage caused by the leak due to build up around the roof vent. The debris around the vent were a direct result of the trees on the property and the clear lack of maintenance. There was no damage to the roof deck! The vent was then re-installed and sealed with a silicone based sealant in an attempt to ward off future issues due to lack of maintenance. Furthermore, a walk around was completed and other vents and valleys were cleared of debris. We did this repair and additional clearing of debris as a courtesy to the customer at no charge. The interior damage was caused by the neglect of roof maintenance. However, we agreed to send a drywall person out to provide an estimate to the customer to assist them in getting the ceiling repaired. The customer was informed that this would take a while to get the drywall guy out there as he is a very high demand skilled individual. The customer began calling repeatedly in an attempt to force us to get the drywall guy out there right away and repair the damage caused by lack of maintenance for free. Unfortunately, the customer believed that we should be paying for her ceiling to be repaired and became aggressive threatening a lawsuit. As a matter of company policy we end all communications when legal action may be pending. The customer has since threatened us with a lawsuit further and has taken to social media in an attempt to extort us into paying for and completing the repair caused by their negligence. We tired very hard to assist this customer in resolving their issues. However, once a lawsuit was threatened we consider this a legal matter and will no longer discuss this matter outside of a court room environment. We look forward to defending ourselves when and if this frivolous lawsuit is filed. We have turned the information over to our attorney with the intent to immediately file a counter suit if and when this case is brought to court. Due to the potential legal action we will no longer participate in discussions with this customer outside of a courtroom.
  
   
  
   
  
  Sincerely,
  
  ******* ********, CEO
  
  ******** Roofing & Home Improvement

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