Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid Skyward Exterior Restorations to install a new roof for us in the Summer of 2020. Since our roof was installed a few years ago, we have had several repeated leaks and damage to drywall in our ceilings in three primary locations. Charlie's work crew (especially Juana and Juan) has been great about fixing the issues. However, for the last issue - a repeated leak in our roof above out master bedroom - has caused damage to our drywall. Charlie, the owner, will not contact me back to schedule someone to come out and repair the drywall. I have called him several times and texted him with requests to let me know when he will send someone out to fix the damage. He will not respond. It is incredibly unprofessional and frustrating. Given this situation, I cannot recommend his company as he does not stand by his work. Expected Resolution: We would like for Charlie and Skyward Exterior Restoration to communicate with me and to send someone out to repair the damage to the drywall in our ceiling that was caused by the leak in the roof.
Business response
03/29/2023
The roof was installed in the summer of 2019. We offer a 1 year workmanship warranty. Regardless of this fact, we respond to, and take care of any of the issues that arise after our warranty has expired on many occasions. In that same spirit, we have responded to her calls 2 times. Both times, we have addressed minor issues with the property that were a result of an installation error. One of those times was within our warranty. While repairing that mishap, we did a full inspection of the installation of the roof. We found no further installation errors. A year later we received another call from her about a similar issue that she was having. We did an inspection and found that the issue was not caused by the roof. We went ahead and address the issue for her because she was a customer. Fast forward another year and she called again with another issue. This time, it has been a full three years since the installation of her roof. We found that a piece of counter flashing that is embedded into the stucco of her house has begun to pull away from the structure. We did not replace this counter flashing when we did the roof. It is not common practice to replace these pieces due to their structural nature. We went ahead and sealed the counter flashing for her even though it was not an installation error on our part. After sealing this piece of counter flashing, I sent her a message stating that her warranty has elapsed, and that any further issues with the house are beyond our scope of our warranty. She was not happy about this, and began to make her feelings known to myself and the crew. That is when she started harassing me on ******** on other pages that I have, I have since blocked her and that is why she went to the BBB to levy a complaint about my company. We have been a member of the BBB for 5 years and we have never had a complaint. This is not a fair complaint against our business practices.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.