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Complaint Details
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Initial Complaint
04/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a roof replaced in 2016. Had some slight wind damage the week of March 21. Contacted the roofing contractor to come out an estimate and repair the roof. An adjuster came and stated that my roof needed to be repaired asap. No one has ever come to repair. I have called the company five times. I keep getting told that the repair crew would be out that day! I feel like because this could be a warranty issue that they are ignoring my complaints. Terrible customer service!
Business response
04/25/2022
Business Response /* (1000, 5, 2022/04/04) */ ATC did replace the roof of the customer in 2016. We were contacted about the shingles being lifted and sent an estimator out as soon as we could. Our estimator noted a couple shingles that were missing upon his inspection. We have had some severe winds in the region recently. Our estimator did advise that a repair needed to be done. As of today, just like any other company during this time, ATC is booked out on work a month or so at least. We do however try our best to accommodate repairs and squeeze them in if possible. We informed the customer that we would try to get our foreman out for the repair as soon as we could. We also informed the customer that the foreman goes out on repairs after he has done his previously scheduled work of the day. As of this time our crew was not been getting back from the other sites until almost dark. We did inform the customer a couple different days that we would be trying to get him out that day if we could, but as is common in construction, projects sometimes take longer than initially anticipated. This was in no way trying to push the customer off do to it being a warranty issue as there is no warranty on wind damage. The foreman did get back from the site early today and has been sent to the customers' home. The repair was completed.Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 28 2021, I signed a contract for a new roof paying a down payment of $1400.00. It is now October 16, 2021 and the job HAS NOT been done. I have called and left messages. However, they never call back and when I finally get someone to answer, they say your order is on the board and we are going to get to you soon. I called again this morning October 16 and asked when the work would be done and she quickly said "I have people here I'm trying to help, will call you right back". Click. No return call. This afternoon I called and left a message to please refund my $1400.00 and of course I have had no phone calls. I just want my money back at this point. Please advise how you may assist me.Business response
11/17/2021
Business Response /* (1000, 7, 2021/11/02) */ In response to the above complaint. did sign a contract in March for a roof repair. At the time of the contract signing stated that we had to wait until she had a patio cover installed. She stated that it would have to be in June until we could install the new shingles. In June ATC contacted who stated that there was a delay in getting her patio cover installed.stated she was thinking about canceling her contract with the patio roof company and having us come take a look at that project as well. then called ATC on August 30th and let us know the other company had finished the patio roof and she was ready for us to begin our work. This 5 month gap in contract signing and the ability to even get the homeowner on the schedule is no fault of ATC. Unfortunately there were other jobs scheduled in the months we were waiting for the other company to be finished as well as being in the rainy season which has also pushed scheduling back. ATC does have records of every time we have spoken to throughout the process. We do apologize for the last call as the secretary was the only one working in the office at the time due to others being out and may have been overwhelmed with people as well as calls. ATC Contractors informed the customer that we did not and would not cash her deposit check until the materials were delivered to her home. In response to the refund requested, We still have her uncashed check her in the safe which can be mailed back to customer if she wishes.Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We paid ATC Roofing $21,000 to replace our sunroom roof. It started leaking a few years later. They came four times to fix it; the first three times made the leaking worse. At one point, we had three buckets trying to catch the water. The fourth time they were able to stop the leaking. However, the leaking caused internal damage to the beam that supports the roof. ATC has repeatedly promised to come fix the beam but have yet to do so. Not once have they made any attempt to repair the interior water damage. We have called, sent texts, and listened to excuses. We were promised multiple times that the interior would be fixed, that "someone would be out to take care of it this week." The workers never came. The last correspondence was on Wednesday, June 30, when I begged Ray (the owner) to please fix the beam. The roof, while not leaking now, pops so loudly I can't work out in the sunroom or take business calls. We want ATC to do what they've said and fix the beam and the popping roof.Business response
03/22/2022
Business Response /* (1000, 8, 2022/01/24) */ WE DID NOT PUT THE ROOF ON THIS SUNROOM, IT WAS DONE BY SCENIC VIEW, WHICH IS OUT OF BUSINESS. WE SIMPLY TRIED TO ASSIST A CUSTOMER WHO HAD PROBLEMS, BECAUSE WE DO BUSINESS WITH THE SAME SUPPLIER. TO GET A REPLACEMENT THE CUSTOMER WILL HAVE TO GO THROUGH THEM. Consumer Response /* (3000, 10, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) A.T.C. was paid to replace the roof. The check was made out to A.T.C. and they cashed it. I can ask my insurance company for a copy of the check issued to A.T.C. for replacing the sunroom roof if necessary. They contracted with us to do the work. I believe they subbed it out to Scenic View, the company that originally built the sunroom. A.T.C. was paid to replace the roof (regardless of who actually did the work). I expect them to honor their word and the warranty and fix the damage caused by the leaking roof, outside and inside. They have been saying they would fix it for over two years. It's time to actually do it. Business Response /* (4000, 19, 2022/02/24) */ ATC Contractors received the call that the customer's sunroom roof was leaking. The sunroom was originally by Scenic View sunrooms in 2009. ATC Roofing and Remodeling was hired in 2013 to replace the house roof due to storm damage, the sunroom roof was also included in the insurance claim as a bid item. Scenic View sunrooms replaced the sunroom roof. There have been repair calls made by the customer in 2013 and 2015 to fix a couple issues. ATC Roofing and Remodeling sent a repair crew out to fix the issues. The customers then called back in 2020. Scenic View Sunrooms who installed the sunroom and the replacement roof has gone out of business. ATC Roofing and Remodeling has also been dissolved. ATC Contractors sent someone out to the property to repair the leak in the roof although it is a different corporation. There was indeed some issues which delayed the trips to their home on both parties. The customers did confirm after the roof was repaired by us that there was no leaking. ATC told the homeowners that we would come back and install shingles on the sunroom roof and make repairs to the beam. Unfortunately all of this process has been in the middle of the pandemic which has caused material shortages as well as labor issues. ATC Contractors will get the roof repaired as soon as we can.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.