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Complaint Details
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Initial Complaint
09/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In February, 2021, we entered into contract with Klaus Roofing Systems by Master Services for a new roof, including a 50-year warranty that would cover additional issues/repairs with the roof, if they arose. In February, 2023, I noticed a leak in the master bedroom of our house, and my husband reached out to Master Services. We found out that Klaus Roofing had since folded and was no longer in business, but ******, the General Manager of Master Services, assured us that the Master Services company would do their best to honor the warranty we had purchased. Months went by, and my husband continued to reach out to ****** to request service for our leaking roof. Finally in July, 2023 a representative from Davis Brothers Roofing, ******, came by at ******'s request and looked at the issue. He estimated that the repair would cost $2,300 approx not including materials. This estimate is not in our possession as it has presumably been presented to ****** at Master Services. Since that time, my husband and I have tried no less than four times to reach out to ****** to check on the status of the promised repair. He continues to avoid our calls and has not returned any of them.Customer response
09/27/2023
I have worked with ****** regarding this issue. He was responsive, and as of 9/26/2023 the issue has been resolved. I do believe that ****** is doing his best to honor the warranty that we purchased from a now-defunct company. I appreciate his efforts.Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Foundation work by Master Services of $9,800 was done in November 2022. I had a flooring company go out today, December 27, 2022 and I am now being told proper footers were not dug and braces were installed under rotten wood. The flooring company is refusing to do any work because the work Master Services did is "totally unacceptable." At the completion of the job I refused to fund the loan because I was told by the construction crew the beams were cracking and would not be replaced, but when speaking with Chris Malone the sales rep he said everything would be taken care of. I argued with Master Services that I wasn't quoted or paying for a partial job everything was supposed to be taken care of. A project manager by the name of Jordan went out to look at the work performed and said everything looked fine he was supposed to send me photos of the work but never did and now we are in this situation. Master Services needs to properly replace/repair the issues or we need to be refunded. This is a liability for Master Services and us.
Business response
01/16/2023
Business Response /* (1000, 5, 2023/01/03) */ We have reached out to this customer directly in an effort to resolve the issue.Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
May 13, 2021 *** Roofing by Master Services put on a new roof. I now have leaks & a rotten beam. *** Roofing is out of business; but, Master Services said they would cover the warranty. They sent out Smith Roofing who says I need a new roof. This has been 3 months ago. Calls to Master Services has been unanswered. Amount paid was $15,004.73. I want the money returned or all repaired as it should have been in the first place. I have the contract stating *** Roofing by MASTERS SERVICES.Business response
11/23/2022
Business Response /* (1000, 5, 2022/11/16) */ Master Services has contacted the customer to understand the concerns and explain the situation with *** Roofing who is indeed no longer in business and not affiliated with Master Services. We have hired a structural engineer and roofing specialist to do a second opinion of the home as we both agree the whole roof does not need to be replaced. Master Services will do everything in their control to mitigate the customers concerns. Consumer Response /* (2000, 7, 2022/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They said they would send an engineer out to look at the situation. I have not heard from them as of yet; but, will give them a little time to comply. Thank you for your help.Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
June 2021 We had called ***** ******* about a leaking skylight. They supposedly came out and repaired said skylight but by Dec '21 it was pouring water. So, I contacted ****** sent in video footage of the leak and was told they were 'backed up' until Feb 22 and to try to call back then. So, Feb rolled around and I called, left messages and called again, and left more messages until I finally reviewed on BBB about their shoddy customer service. ****** ****** responded saying they would facilitate all warranty work through Master Services via a local company. Cue fires and floods in our area and home repairs are running rampant. The local company at our request, not Master Services', comes to see us at their first available opening for both parties July 6. Evidence package was submitted, skylight still leaking, warranty work denied and I haven't been able to speak with anyone at Master Services as to why it was denied when we have been attempting to get this fixed since Dec '21.Business response
09/29/2022
Business Response /* (1000, 5, 2022/09/19) */ A full refund has been issued. Consumer Response /* (2000, 7, 2022/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.