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:08/07/2023

  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.

  In November 2022 Restoration Roofing repaired my roof. *********************** diagnosed the issue as melted tar paper on the roof due to overheating because the 2 attic fans were old and not working. We contracted for the roof repair and the installation of two attic fans. I asked **** twice if the fans were warrantied and he said yes. In late May/early June, I began checking to see if the fans were working and they were not. I called **** and he referred me to *********************** to schedule someone to check them. Again, I asked **** if they were warrantied and he said yes. ****** did not schedule anyone to come out. She said that the temperatures were not hot enough (above 90 degrees).In July, I began checking the fans again and they were never working. I called **** and he repeated the same thing. I called ****** to ask her to schedule an inspection. She did, but emphasized that the fault is usually electrical and not the equipment or installation. When I mentioned that the fans were under warranty, ****** became very defensive and claimed that they were not. She also said that she could send their electrician, the repair would probably cost $300-$400 and that I would have to pay for it. On July 24, ******** arrived. He climbed to the area with the first fan, took out his cell phone flashlight, lifted a box, placed it back, climbed down and told me that the problem was electrical. He didn't even climb up to inspect the other fan. He offered to have their electrician come out. I said that I would have my electrician check it out. ******** left and returned 15 minutes later to ask me to let him try to fix it. I declined. Then I received a voicemail from ****** offering to send an electrician for $250. I have the voicemail.On August 2, ****** sent two electricians. I am attaching their diagnosis of the issue: faulty thermostats which were either improperly installed or were faulty equipment. When ****** by-passed the thermostats, the fans ran well.

  

  Business Response

  Date: 08/07/2023

  We did install two new fans that were purchased from a roofing supply house. We had no knowledge that the fans were faulty, nor do we have any way of knowing until they are installed. Her old fans didnt work and when we installed the new ones that werent powering on, we assumed that she may have an electrical issue. We see bad circuits for power fans all the time. 

  Therefore, our original assessment of the fans were pointing to the electrical circuit being the problem.as the previous fans that were up there were not working. 
  

  This is why we wanted an electrician to come out in the first place. If any electrician were to deem the fans as faulty, we would have no problem replacing them at no additional cost to ****. It looks like **** did what we recommended and had an electrician diagnose the electrical issue. 
  

  It is unfortunate that **** went directly to the BBB to complain, as this is the first I have heard the diagnosis of the electrical problem. I am the owner of the company and knew there was an issue but couldnt take action until an electrician diagnosed the issue. I never once intended on not fixing the fans, but we had to, through the process of elimination, find out what is wrong first. We are not licensed electricians, we are roofers, so from our point of ******** looked like there was an electrical issue. 
  

  I intend on replacing the fans and covering the *********************. 
  

  ****, it would have been nice to have a chance to fix them before you submitted a complaint.

   

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************************

  4115 *****************

  *******, ** 38117

  
  

  Customer Answer

  Date: 08/21/2023

  I spoke with ****** at Restoration Roofing on Monday, August 10.  She said that they had decided to replace the two attic fans as well as the thermostats and that they would call me later in the week when the equipment came in and we could schedule the installation.  She did not call me last week and so I have called and left voicemail messages twice today, August 21, 2023.  They also have not reimbursed me for the $92.19 that I paid to ********************* to diagnose the problem.  ****** said that the problem was not electrical, but either faulty equipment or faulty installation on Restoration Roofing's part.  Can you help me resolve this?

  Customer Answer

  Date: 08/22/2023

   
  Date Sent: 8/21/2023 3:25:09 PM
  I spoke with ****** at Restoration Roofing on Monday, August 10.  She said that they had decided to replace the two attic fans as well as the thermostats and that they would call me later in the week when the equipment came in and we could schedule the installation.  She did not call me last week and so I have called and left voicemail messages twice today, August 21, 2023.  They also have not reimbursed me for the $92.19 that I paid to ********************* to diagnose the problem.  ****** said that the problem was not electrical, but either faulty equipment or faulty installation on Restoration Roofing's part.  Can you help me resolve this?

  

  Business Response

  Date: 08/22/2023

  ****, we are still going to replace the fans. This is a message from the owner. ****** is no longer with the company and your fans will arrive to our office this week. I have tried calling you. My number is ************. Call me when you can. we have not gone back on our word

  Customer Answer

  Date: 08/22/2023

  To the Owner:  Thank you for your response.  I have received a call today from ******, who is working with someone to advise whether it's better to install electric or solar fans.  I remember **** recommending electric fans when they were installed last fall.  I'm waiting to hear back from *******  The invoice from ********************* was 169.00.

  Thank you,

  *********************************

   

  

  Business Response

  Date: 08/22/2023

  Since the BBB complaints have a lag from the time they are left to the time they actually get back to the business (multiple days), I want everyone to know that my wife has been in contact with **** to resolve this. In fact, we are offering her a better power fan than she originally had that does come with a lifetime warranty. **** is in the process of deciding which option she wants to go with. If she decides to pick the solar fan, itll take **** business days to come in. 
  

  Also, the employee she was originally in contact with was let go last week, so that would also explain why she never heard back from her. 
  

  we are still 100% committed to a positive outcome for *********