Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between 10/19/21 and 11/10/21, Salgaue roofing in toledo ohio installed a low slope fully adhered mulehide epdm roof on my building. I voiced my concern that the substraight condition of the parapet walls wasn't right for the installation and that the drip edge left room for water penetration. ******** said it was fine and wouldn't leak and simply filled every thing with caulk instead of fixing the improper installation. 10/6/2022 became fully aware that the substrate condition wasn't correct and needed to be redone to see the full life of the product. The 10 year salgau roofing labor warranty specifically stated the product would be installed to manufacture specifications. I found documentation that the parapet wall installation didn't meet mulehide fully adhered epdm system specifications ... specifically 3.02 Substrate Conditions subsection (4.) Wood Plank (1" minimum) shall conform to Factory Mutual's requirements for Class 1 impregnated decks (insulation is required). There was no insulation installed under the parapet wall epdm and several gaps far over the 1/4" max void specifications are present. The rubber is no longer fully adhered. He refuses to accept responsibility. 3/23/22 leak from the exact spot I previously stated concern about and he refuses to take responsibility claiming that the parapet wall isn't part of the roof and that water traveled 10" past a 1" air gap between brick and wood sheathing AND past an empty 2x4 wall cavity to come down only on the inside where sheathing meets roof deck with no wetness in between. I have video of the leak which he also witnessed first person in action 3/5/2023 as well as pictures of the 1" air gap, of the rubber going over unsuitable substrate, and drip edge that did not keep water from flowing through the other failure points. The roof needs replaced correctly at the companies expense to meet manufacturer specifications. Caulking is not acceptable because the work wasn't done correctly in the first place.

  

  Business Response

  Date: 04/17/2023

  [BBB Transcription via Email]

  Dear Mr. ****** *******,
  
   
  
  Thank you for bringing your concerns regarding the installation of the low slope fully adhered Mule-hide EPDM roof to our attention. We understand the importance of ensuring that the roof is installed correctly to meet the manufacturer's specifications and your satisfaction.
  
   
  
  In response to your concerns, as you already know, we took the initiative to request a third-party inspection which occurred on March 29th, 2023. We are currently waiting for the inspection report, and we will take appropriate actions to address any issues identified.
  
   
  
  We acknowledge that you have been documenting the issues and have already expressed your concerns on various media platforms. Please note that we are committed to working with you to address these issues and ensure that the roof is installed correctly at our expense, as previously agreed with *******.
  
   
  
  Thank you for your cooperation and understanding.
  
   
  
  Kind regards,
  
  Salgau Roofing

  Customer Answer

  Date: 04/17/2023

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

  The mulehide rep was not an independent third party. It is the roofing material manufacture/ supplier that you are associated with and that you are paying for a manufacturer warranty and not for inspection of proper installation specification. The rep would not even speak with me in detail while we were on the roof because he wasnt their for my benefit. The rep made his feelings quite clear that he didn't care if the written specifications require one thing and the installers do it differently. He did not note the failure points i pointed out in the drip edge overlap and undersizing and the rep said the drip edge wasn't even a mulehide product which shows very plainly that the installation specifications were not followed if untested products are used together. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/01/2023

  [BBB Transcription via Email]

  ***** ****** ******* *************************** ***** **** *** *** **** ** **** ** ******** ******** ** ******** *** *******************
  
  
  Hello ********,
  
   
  
  Here is our answer to Mr. ****** *******:
  
   
  
  Thank you for reaching out and sharing your concerns with us. We understand that you may have reservations about the inspection process and the involvement of a Mule-Hide representative. However, we would like to clarify that when purchasing from our store, you are indeed our valued client, and we take our responsibility to ensure that you receive a high-quality product and service very seriously. As such, we work closely with our product suppliers and manufacturers to provide you with the best possible experience. The Mule-Hide representative who carried out the inspection is an expert in their field and was able to provide valuable insights into the installation process. We apologize for any inconvenience caused during the inspection and assure you that we are committed to addressing your concerns to the best of our ability.
  
  We appreciate your input and it will allow us the opportunity to grow so that we can provide a better customer experience in the future!
  
   
  
   
  
  Kind regards!

  Customer Answer

  Date: 05/01/2023

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

  I haven't gotten what I paid for which was a properly installed roof that I don't have to worry about leaking for ten years. After the most recent half fix, the newly patched drip edge section exposes even more gaps than before. My satisfaction is actually lessening by each of the responses and partial attempts to fix an improperly installed roof. At this point I just want my complaint registered on this company's profile finally and my review listed as well. I'm unsatisfied completely and want to warn others of my experience. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/11/2023

  [BBB Transcription via Email]

  “It is with regret that we have received your recent message expressing your dissatisfaction with our services.
  
  We would like to apologize for any inconvenience or frustration that you may have experienced. We value all our customers' feedback as it helps us improve and serve them better.
  
   
  
  We assure you that we did everything that was in our power to address your concerns and meet your expectations. Despite this, we understand that you remain dissatisfied with our efforts for which we are genuinely sorry.
  
   
  
  We constantly strive to deliver our best service to each and every one of our valuable customers.
  
  We appreciate you took, and we are sorry that we were unable to meet your expectations.”
  
   
  
  Thank you!
  
   

  Customer Answer

  Date: 05/11/2023

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

  I remain unsatisfied with the way my roof was installed against common practices. 
  
  Sincerely,
  
  ****** *******