ComplaintsforMonarch Roofing

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Roofing Company, Monarch Roofing, completed a job of a complete tear off and put a new roof on (Shingles). Prior to the job starting My HVAC / AC unit was working properly, and still does. The issue that happened after the complete tear off and the roof was blown clean. The issue occurred that the debris from the roof got into the lines of the HVAC / AC draining lines, SO the line that allows the system to drain properly out of a PVC pipe at the specific location. The line got blocked and then the system had to start draining from the metal pan and dropped thought the Sofit of the house. This is the overflow. This has never been an issue until the roofing company allowed enough debris to clog the pipe. The issue was brought to the attention of the company, they looked but said they couldn't get to the PVC unless they removed the sofit to see, which they did not want to do. So I have to pay a plumber to come out and discover that it was a clogged pvc pipe from debris. The debris is from the roof company, but they fail to take the appropriate actions. This cost me an additional cost, and they just let it be that is regular maintenance that has to be done. So the company want to make sure they get all the money, cause issues and not take care of things their workers caused, whether due to lack of being cautious or could care less what happens. The workers that the company hires do not speak any English and they fail to have a person on site at all times to communicate between the customer and company. The site supervisor leaves site at 5 pm, and the workers continue to work past 730 pm. The issue happened after they did something.

  

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/08/19) */ Debris can occur during a construction project and is disclosed to our customers in advance. While the customer alleged that roofing debris caused issues to the HVAC system, the HVAC technician said the system had not undergone maintenance in quite some time, which is what caused the issues in question. That being said, we have since tried on multiple occasions to reach out to the customer to remedy the situation and have had no response. We are more than willing to work with the customer and assist with the issue, but have not been able to get in contact with them.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monarch Roofing ************** License ****** I contracted ********************** to install a new roof on my home at ******************************************************** After 4 failed inspections the Town of *********** has determined the complete roof needs to be removed because Monarch failed to comply with ************** Wind Zone Regulations, this issue has created a hazard for our home and surrounding homes. Monarch installed a tile roof at a cost of around $80,000 without attaching the roof properly each tile weighs around 15lbs if a hurricane or high winds occur personal and surrounding properties are at risk. In addition, Monarch destroyed our driveway with heavy equipment dumped roofing debris into our pool ruining the pump and filters, slung red mortar over freshly painted stucco let massive debris food trash and beer bottles to the sum of $40,000 of personal property damage.

  Customer response

  12/09/2021

  Monarch has made no attempt to resolve this issue or contact me.
  
  ***************************
  

  

  Business response

  03/14/2022

  This review was put on the wrong location. This job was done at the *********** location, not ************.

  

  Business response

  12/12/2022

  Business response received. See attached docs.
  See Attachment/File: Complaint docs

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  monarch roofing gave us their speel in June2021 about damage to our roof due to a hail storm we had in the spring. sent an inspector and it was agreed that we indeed had damage and that they would be out to talk with us as to price,when they could re-place the roofing and all the precautions they would guarantee us in the event of damage to landscaping,driveways and other permanent fixture on the property...(AC condensors,spa machinary,etc. They assured us that tarps would be used along with planks boards to cover AC, spa units.and everything would be cleaned up regarding shingles, nails,and materials at the end of the job , day of the job, workers used tarps that were not secured, just blowing in the wind....many of our shrubbery were stepped on and damaged, boxwood protecting the spa compressor/motor not covered and was ignored as shingles were dumped in the compressor area splitting a hedge of 6 dogwoods to memorable mess Spa does not work now and many shrubs need to be replaced

  

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2021/09/20) */ Hello ******** ******. We are disappointed to see that you are not satisfied with the services provided by our company. We have been in contact with you about coming up with a fair resolution to remedy the situation with the broken branches on your shrubbery and the spa. That being said, your account must be current in order for us to proceed. We take thorough before, during and after pictures on our job sites to ensure our team meets all our quality standards and from what we have seen, tarps were placed in the appropriate areas and secured throughout the process. We are more than happy to share these with you. Additionally, our understanding is that your spa was already irremediable due to the fact that you asked our sales rep about a spa mechanic prior to starting the job and that we have pictures of the site prior to us starting the job that show there was no water in the hot tub. We are still willing to recommend a technician to troubleshoot your hot tub. If you would like to contact us directly, please feel free to reach out to us at XXX-XXX-XXXX. We appreciate your business and hopefully we can come to an agreement that works for all parties involved. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) not until we see monarhsthrough before, during and afterpics.we have repeatedly called,e-mailed and tried to reach out for a fair and decent resolution for over a month now...our account is up to date. we have not seen or heard from onarch since they took our last payment.in May. Business Response /* (4000, 9, 2021/09/30) */ Our General Manager, Division Managers and Production Coordinator spoke with Mrs. ****** at approximately 4:45pm on Monday, 9/27. We went over issues that were mentioned in the original BBB complaint (plants and spa). We offered Mrs. ****** $250 for the plants that were damaged during the roof installation. We came to that total based off the photos of the plants before and after production and thought that value to be fair. Mrs. ****** stated that amount would not suffice, and that (1) plant alone was worth $250. We discussed the spa that Mrs. ****** reported was damaged during install. She had a pool technician out who luckily was able to get the compressor up and working again. The technician reported that the compressor was clogged due to (4) button cap/screw that had fallen into it. We do not see how that was possible due it being covered but we offered to pay $100 towards the bill. Mrs. ****** was not satisfied with the $250 for the plants or the $100 towards the spa bill so we offered her $500 off her final balance to help close out her account. She was not happy with this amount either. We offered to send out a professional landscaper and get his opinion on the plants that were damaged and provide us with an estimate to replace them. He would be able to determine if the plants needed to be replaced or just needed TLC in order to come back to their pre-production status. Our Division Manager and the landscaper met on Wednesday and let the homeowner know that they will be back next spring that they were just "stunned" during the roofing project. The homeowners understood. Mrs. ****** was under the impression insurance would be taking care of her final balance and that she had paid in full. However, per Monarch Roofing's payment schedule that was discussed and signed by the homeowner, we do not submit for the recoverable depreciation from the insurance company until the final balance is paid. As a sign of good faith, we let her know we would submit for it beforehand to close out her account. We were also made aware for the first time that there was a downspout drain that was damaged during installation. We have scheduled our Project Manager to replace that tomorrow afternoon. Once the downspout repair is completed and check is received by Mrs. ****** for the $100 spa bill all issues presented to Monarch Roofing will be completed Consumer Response /* (4200, 11, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) 100.00 covers our spa technician's repair visit and the parts that we ordered to fix spa. so far so good. Per the landscaping, until all pics. are furnished including pics taken of the broken, damaged drain spout (which monarch was clearly aware of before I filed this complaint) AND replacement of two sago palms one which was shattered and had to be removed and the other which is deteriorated beyond saving but was left for the owner's friend landscaper plus 10 lamb's ears which were over 50% stepped on and damaged, one coniferous plant that would cost 100.00 to replace of same size as other two that remain okay...A Boxwood that has had 6 years to grow side by side and grow together as 5 other beautiful shrubs that were damaged in 3 spots because NO TARP was covering it and is NOT because the shrub has not reached maturity and is still in it's "growing stage.as any landscaper knows....we didn't even get a card from this so-called landscaper and we are not amateurs as far as planting , raising and treatment of landscaping...to plant, replace said shrubbery, including fertilizing, watering and care would be far more than 250.00 for 13 plants of their size at present. We entertain outdoors in the fall (Halloween) and this mess is an embarrassment to us, as it reflects how we tend to our plants, shrubs and flowers. Monarch roofing has done everything possible to try to get rid of us; not return calls ,e-mails, etc. until I filed a complaint with BBB..and THEN they placated us with measly offers and it will grow back, etc. we want you to be happy, etc. We will be happy when this matter is solved; i.e. plants, bushes, shrubbery is replaced and drain pipe is replaced. nothing more, nothing less. and a check to just cover the spa bill of 100.00 Thank you for all your valuable time . ******** ****** *** ***** **** **** ******** ****** ** XXXXX Business Response /* (4000, 15, 2021/10/28) */ ***Document Attached*** Our Division Manager. James G***** and ***** from ********** Landscaping met with Mr. ****** on September 29th at 10am to walk the property and discuss action plan. This meeting was confirmed with Mrs. ****** during our previous conversation on September 27th. As mentioned previously, Darrell walked the property and let Mr. ****** know that the damaged plants would bounce back and that there were minimal issues. Darrell also mentioned the Sago Palms specifically and that they were perfectly fine and were overgrown and needed to be trimmed. We have included (2) separate photo reports of the ******'s landscaping, one is pre-production and the other has photos from when our crew arrived at the home on September 2nd as well as photos when the landscaping issues were brought to our attention, and during the walk through with Darrell. In the Production/Landscaper Walkthrough photo report you can clearly see that the boxwoods, sago palms, and lambs' ears are not damaged to the point of replacement. Monarch Roofing offered $250 for the damage which Mrs. ****** rejected, we then offered her $500 which she rejected as well. During our conversation on September 27th, Mrs. ****** reported there was a damaged downspout hose that was not repaired, this was the first time we were made aware of this issue. We immediately sent Project Manager, Mike R*** out on October 1st to install a new one. We have searched our call and email logs in the office and are unable to locate any missed or unreturned correspondence from Mr. & Mrs. ****** regarding production issues on their homes. Monarch Roofing does not ignore customers regardless of issue they may have with services provided. The balance is still not up to date, customer still owes $6,101.40. Monarch Roofing agreed to submit for their recoverable depreciation with her insurance company. Her insurance company will then reimburse her. The recoverable depreciation process was explained again with Mrs. ****** during our conversation on September 27th Consumer Response /* (4200, 17, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, ***** ****** (my life partner) and I met with James Golden and walked the property on the 27th of September and he took a look at all the plants that were damaged, needed some attention, or replacement. There were 2 sago palms, one of which was removed before he came out; very healthy and alive in pre-production picture #5 ...one each on either side of the white drain pipe...left one removed as said earlier; the right one removed shortly after we realized that James was not going to be approachable to helping us re-store our property to pre-production shape. The pics in pre-production no roofing or shingles or tacks, nails, or whatever they use in roofing terms were dropped on the south side, front of house (east side) or back of house except for the SW corner where the tall European Palm was crushed, but I do expect it hopefully to bounce back next spring, so I didn't even mention that to James although if you look at the after production pictures of the SW corner, there are several shingles, and roofing debris under that tree...my neighbor even yelled to Monarch that the tarp was blowing and that shingles were dropping, but Bruce told me this after they put the tarp on the ground to clean up the mess under the tree area and around it. ALL other pics taken after production did not pertain to damage except for around the boxwood area where monarch didn't even use a tarp and we had damage to our spa machinery and we had a technician who we have used for the last 6 years and so we have still not been paid for his service call of 72.00 plus parts from Leslie pools would came to roughly 30.00 plus the 72.00 or 100.00 would do it I never rejected the spa costs as James said in one of his earlier rebuttals and since it has been fixed and running well (technician found two or three screws from the roofing debris inside the motor to turn on the pump and heater.) in front of the motor we have 6-8 GROWN-SIZED boxwoods that were separated with loads of dropped shingles for failure to secure tarp from blowing wind. I called the project manager when I saw the fiasco happening... it was too late and the boxwood have shattered spaces in 3 different spots, needing to replace. I do not look forward to removing them or replacing them...they will not grow back and if they do it will take another 6 years of faithfully nurturing them and doing all the right things that nursery folks know how to do or tell me what to do...along with stepped on a coniferous (one) plant that was shown in after production pics. and maybe a few of the lambs ear need replacing after we took a day to split and transplant damaged ones that might have a chance to re-grow next spring.... I looked up Perfection Landscaping and that company is up for claiming (none exists and his friend that walked the property named Deryl or Darrell didn't even have a card or showed a license... Bruce asked him for one. Lastly, all bills that UPC received were paid...James told me that he would submit the final bill(also James said that he would submit final paperwork for 6200. to close out this job stated in earlier rebuttal to BBB) out of the kindness of his heart and that once the insurance company sends me the check and I pay Monarch and until that is sent to me... now I have waited for the check without anything from Monarch...no calls, no emails, nothing in the mail...NOTHING until I called UPC the other day and asked where, if any, is the delay...UPC has not received anything from Monarch or Monarch's adjuster.. so as far as UPC is concerned that work was never finished or done....Monarch will not release the paperwork to me so that I can submit the claim, now saying with all the problems with me and BBB I can pay the bill to him first (after he told me and BBB that he would submit the final paterwork on job finished and all depreciation claims and THEN he will release the paperwork to me....take his word???? This fiasco has gone on for a long time...The first adjuster said that I didn't even need a new roof...once Monarch heard this they sent their own adjuster out and all of a sudden, I needed a new roof...I told them I couldn't afford a new roof but they told me that they would make sure that all I would owe would be a 1,000.00 deductible....now after all this time, still stuck with Monarch an UNREASONABLE Monarch.... Thanks for listening...never filed with BBB...hope that you can help. TYVM! ******** ******

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