ComplaintsforUniversal Builders

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof replaced 3/2021 Roof is leaking which I think has been an ongoing leak which has now damages our second floor ceiling. They are claiming we have no warranty to be responsible for the repairs.

  Business response

  05/10/2024

  We are currently in communication and working with the customer to get this issue repaired.  We are scheduled to inspect the leak and repair it on Tuesday May 14th.  The customer did have a 2 year workmanship warranty.    

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 15-16, 2020, Universal Builders sent a crew to replace the roof on my home and shed. Shortly after the installation, I noticed many issues/concerns with the roof. I began communicating my concerns on 11/10/2020. The main concern has been the flashing around the chimney. It is not preventing water from entering my attic around the chimney. UB attempted to correct the problem with the flashing but was unsuccessful. I have been emailing and calling UB since 11/2020 about this problem. They have not sent someone out again to inspect/repair. In fact, they haven't communicated with me for months except to send me the bill!! I have been collecting and removing water in my attic for almost a year because UB was unable or chose not to correct their inadequate work. I want this issue corrected and I feel it will require additional repairs to my attic/home due to the ongoing dampness and water rolling down my chimney in the attic. They should correct all problems associated

  Business response

  09/23/2021

  We replaced the roof and all components for Ms. *** *** on Oct 15-16 2020. After completing work on customers’ homes, we complete a follow up call to ensure work is done to their satisfaction. On 10/20 we completed our follow up to which the homeowner indicated her father had questions about the shed roof and she would get back to us with specifics. On 11/4 she called back in and stated that she noticed water in bread pans up in the attic from previous leaking and we came back out to take a look and also address concerns her father had with a ridge vent on her home.  On 11/17 the owner of the company called Mrs. *** *** directly to discuss her concerns specifically because she reached out to her project manager upset that we had not come back out yet. On 11/18 one of our QC’s met with Mrs. *** ***’s father who advised he used to do roofing and pointed out deficiencies with ridge vent installation and said that there was a small amount of light coming through the flashing around the chimney. Our QC offered to remove sealant and replace it and Mrs. *** ***’s father denied the request stating he would take no less than full replacement of the flashing. On 11/24 we sent a team of 2 QC’s to complete installation of new chimney flashing and ridge vent corrections. Mrs. *** ***’s father climbed on the roof to inspect everything and sign off on completion of the punch before our team left. On 11/30, we made our follow up call regarding work on the chimney flashing and ridge vent and a voicemail was left. The homeowner called back into the office that day and said everything looked great. At that time, she brought to our attention that a piece of the flue cap on the chimney was broken off during production. At that point we began looking for a chimney company to repair the broken piece as this was an old mason style flue cap, we also sent a QC over to her home to patch a tire that had gotten a nail in it from roofing production. On 12/8 Mrs. *** *** reached out to her project manager stating she had not had a chance to check the tire patch to ensure she was satisfied and asked about gutter replacement. She also stated UB needed to send correspondence to her insurance company to release remaining funds on her account so she could pay her final invoice. It was determined at that time that insurance was not going to approve replacement of gutters so UB put in a service call to seal gutters where leaking was occurring. On 12/9 Mrs. *** *** then reached out again and advised she wanted a different QC to come out to her home again because she was not happy with the previous work the other QC team did. She advised that she had a different roofer over to check our work and he advised that our flashing was incorrect and that there were exposed nail heads throughout the roof which would cause leaks. It is important to again note, her father approved of the work being completed, she followed up with saying she was happy with work and UB had not heard anything additional about leaks until this roofing competitor came out to tell her we did something wrong. On 12/15 we contacted Mrs. *** *** again to get a list of concerns she wanted addressed and she advised there were gaps in flashing, exposed nails, different numbers of rows of shingles on the roof and the broken flue cap. On 1/8 another QC went out and completed everything on Mrs. *** ***’s list including removing and replacing the chimney flashing again. The only outstanding items at this point were the chimney flue cap, which was to be done by an outside contractor, and sealing of the gutters. Again, Mrs. *** ***’s father was on site and signed off on work completed before our QC left. On 1/12 we left a voicemail to follow up on service work and our call was never returned. On 2/26, when weather allowed, we sent a QC out to seal the gutters. On 3/2 we followed up via phone and email. Mrs. *** *** responded that she knew a QC was at her home but didn’t know what was done. Production staff let her know we sealed the gutter to which she replied she had no questions at this time. That same day a deposit for the chimney repair was made to a subcontractor and we were put into rotation for scheduling for 10/5/2021. We heard nothing from the homeowner until 6/14 when she called in to ask the status of repairs and to make sure that depreciation on her insurance claim was released. She did state she had heavy rains last night and saw some water in the attic again. 
  
  Management looked at photos of the roof and it was our professional opinion at that time that the leaking was coming from the chimney cap, as we had removed and replaced the chimney flashing twice and she did not have an issue until there was a very heavy rain. Again, we heard nothing from her until 7/18 when she asked why no one ever came out and stated that the patch to the tire we made months ago wasn't good enough and we needed to replace the whole tire. It was at this time that an attempt for payment from the homeowner was made. We had made several service calls to her home in good faith and had only received a deposit of work that had been completed. We also gave her a credit for the tire replacement. We advised we would get a QC there to check the chimney in person to ensure we were good on the flashing. On 9/7 We sent a QC who could find no deficiencies in the flashing. It wasn’t until he took a hose up the roof and let it run directly on the flashing for 30 straight minutes did he see where water was coming in. We removed and replaced the back pan to the chimney flashing that day again. 
  

  To write a BBB complaint and state that she has not heard from anyone other than to collect money since we completed her roof is not accurate as we’ve outlined above. We have been out several times since to address any concern she has had. We have worked directly with her father and completed things to his liking. We have attempted to collect payment once. We have made every reasonable effort to correct her issues. We have an outstanding service item for the chimney flue cap that is currently scheduled for 9/28.  

  Customer response

  10/04/2021

  I am rejecting this response because: 

  I had several issues with this roof installation. UB returned to my home many times to attempt to resolve the issues. However, the significant problem was not fixed correctly on at least 2 occasions. The significant problem I am referring to is the flashing around the chimney. Water was getting into my attic. On 1/2/2021 I called the owner to express my concern for water getting into the attic. I called again on 6/14/2021 because this problem was still occurring. I was told someone would come out to look and nobody did. 

  Then on 9/1/2021 I had a significant amount of water in the attic so that is when I filed this complaint with BBB. 

  Interestingly, this is the day I heard from UB indicating they would send someone out to look at the flashing. What do you know, the guy  they sent discovered a problem with the work. It should not have taken 7 months to have this concern addressed. 
  
  Regards,
  
  Karie Vanwie

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