ComplaintsforPerformance Roofing & Restoration

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Performance Roofing installed a new roof at 1015 ***** Road, Ashland City, ** in April, 2021. The problem: the roof leaks! Performance Roofing has a 10 year warranty on the work, but...will not return calls to repair the roof. Please help. Owner: ***** *****

  Business response

  07/19/2022

  Business Response /* (1000, 8, 2022/06/28) */ I apologize for the delay in response to this complaint. This roof was installed in May 2021. We were contacted by the customer and he wanted to pay cash to have his roof replaced, but after completing a full roof inspection, we advised him that he had severe storm damage and it would be in his best interest to contact his insurance company to file a claim. He did so, and his insurance adjuster agreed with our findings. So we saved the homeowner approximately $****** from the beginning of our business relationship. We then upgraded his 20-year old 3tab roof with an upgraded architectural roof at no additional cost. It was an ***** ********* Select Roofing System. Our competitors upcharge to install a roof of this premium quality. Again, saving him approximately $***** in out-of-pocket expenses. He then withheld the final payment to his contract until October 2021 when I told him he wouldn't have a warranty from us or the manufacturer until his contract was paid in full. So long story short, we have had issues with this customer from the beginning. I have gone back through our company call log and the call logs to my cell phone number and the representative who worked with the homeowners call log - I was able to find one phone call made to our office number on May 26, 2022. Other than that, no other communication has been attempted. I apologize for missing the one call that was made. We were having some trouble with our office line earlier this year, but I cannot provide the exact date. However, no one attempted to reach us via email or on any other phone numbers that were provided to him throughout the initial roof replacement. That information can be found on his contract or job prep sheet or on the business cards left in his job project folder. I am uploading a copy of the Workmanship Warranty for the homeowner to review. We need to make sure this is a warrantable issue. More details and a description would help explain the problem. We will need to schedule a time and day to come look at the area he is referring to. If he will email me a day and time for us to come out to the property, as well as photos of the area that is leaking that would be helpful. No one is ignoring him intentionally. He simply has not utilized all of his options to communicate. As far as his desired resolution to "finish the job, finish the job", his job was completed and he signed the Certificate of Completion that had to be sent to the insurance company. Consumer Response /* (3000, 10, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am asking them to repair the active leak in the roof per their warranty.

*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. ↩