Complaints

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************************, the field inspector of Mak Roofing & Construction did not comply with the contract that was signed. He changed the roofing materials and he did not remove the rotten wood. He put the roofing materials on top of the rotten wood. In addition, on October 6, 2022, at the end of the day (4:00 PM to 5:00 PM), ********************** sent a worker to remove a square meter of ceramic tile when it was raining and the worker left what he removed uncovered and a lot of water got through the celling and wall into the room below the balcony. The following days the workers continued to work with the rain and every night we had a lot of water in the room until October 10th. the water enter through one of the windows and through the chimney, when it only was entered through the door.On October 11th, 2022, the workers came to clean because according to them, they had already finished. One of them jumped on the floor of the balcony (on the roof they just finished) and his foot sank on the roof and left a hole that they fixed later. So I could see that they put the roofing materials on the top of the rotten wood.I kept in touch by text with **********************, explaining to him what was happening all these days and all I received from him was "have confidence, I know what I am doing, everything will be fine, we will fix all the damages caused in this room".I only saw ********************** on September 28th, 2022, which was when he came to bring me the contract with a writing that could not be understood, and he apologized and said that he was a man of his word and what we talked about was going to be done.Another day that I saw ********************** was on September 30th, when he came to collect the advance payment of ***** dollars. Apart of these two days, ********************** never showed up to inspect the work or provide the workers with the necessary materials. I had to lend them with my gas tank for the torch and they took a sheet metal that I had to cover the hole they made.

  

  Business response

  11/02/2022

  To whom it may concern,
  This response is in reference to the complaint filed against Mak Roofing and Construction by **********************************
   ********************** was scheduled for an appointment for an estimate with Mak Roofing and Construction. At time of appointment our sales manager took photos of the damage area client was requesting a quote for and emailed to the office for record.  As you can see from the attached email from ***** on 09/24/2022 ********************** interior already had prior damage.  The pictures ********************** submitted of interior damage are the same pictures ***** took on 09/24/2022. Four days before the contract was signed by the client.
    The material was never changed as ********************** mentions. The material used was the same material that was offered on the contract, modified bitumen. The plywood was in fair condition at the time of the inspection. ********************** insisted that it was rotten and therefore she was quoted $1,000 to replace the plywood, to which she did not sign the contract for. We have attached the contract for your reference.  We have also attached the email dated 09/26/2022 when Mak Roofing and Construction sent ********************** her estimate.  On 09/27/2022 ********************** replied asking about the plywood as it was not mentioned on the estimate provided to her. On 09/26/2022 same day estimate was email to ********************** called the office and left a message for ***** asking if he could start the job sooner than the 2 weeks he had advised her it would take to start the project. ********************** kept calling the office leaving voicemails stating she would like to sign contact and start the project as soon as possible. On 09/28/2022 ***** and ********************** met to sign the contract. At the time of contract signing ********************** asked to put on hold the interior repairs for the cost of $2,000 and declined the plywood replacement for $1,000 for that reason  ********************** was only charged $4,000 for the back side balcony roof repair.
  We scheduled her repair within a few days of contract as ********************** kept insisting for us to start her project as soon as possible.  We were working at her home slowly due to the on and off rains in ******* however, the rains were not the only reason our workers were slowed down. Our workers called into the office to report that ********************** was not respecting their workspace. At one point ********************** was close to them when they were sawing. One of our workers had to ask politely if she could step back for her own safety as they fear debris might hit the client.  They also mentioned another day while they were power washing ********************** tried to take the power wash away from them so that she could power wash her landscaping rocks.
  
  The leak that ********************** mentions by the chimney had nothing to do with the work area our workers were working on.  We have attached photos of ********************** home. As you can see the chimney is not near the balcony our workers were repairing. Our workers stated that ********************** demanded for them to reseal that area, but they explained to her that it was not part of her contract. They advised her to contact the sales manager if any questions. ********************** became upset with them after that. The workers said that later she had another roofing company there to repair that leak by the chimney. 
  Regarding the hole that was made by our worker on her roof, it did not occur that way.  A material roll fell off our workers arm and made a hole when it dropped.  We notified the client of this incident and repaired that area for her promptly.
  Our workers were provided with all the necessary tools needed to complete their jobs. No tools or equipment were borrowed from the client.
  Our workers worked hard to finish ********************** repairs.  When they finished and started cleaning up ********************** asked if they could also haul off trash she had in her yard to the dump. Our workers agreed to do her the favor and took her trash from her yard as well.  The sheet metal ********************** states our workers took, was part of the pile of trash she requested they removed for her.
  Once they loaded the trailer with the trash our crew leader attempted to ask ********************** for her final payment of $2,000.00 and she became upset once again and told him she was not paying because they made a mess. This is after the fact that not only did our workers pick up the trash from their jobsite, but also removed her personal pile of  trash she had in her yard.
   We attempted to collect the final payment from **********************, but we were unsuccessful.
  A final collection letter and legal action was sent to the client on 10/17/2022 and 10/24/2022.
  All supporting documents have been attached.  If you have any questions please contact me at ************.

  Customer response

  11/17/2022

  Phone received: notes in complaint file. 

  Customer response

  11/29/2022

   I am rejecting this response because:
  

  The list of inaccurate details and lies that Mak Roofing & Construction LLC submitted to the BBB in response to my initial consumer complaint is too long to unpack. Unfortunately for Mak Roofing & Construction LLC, my complaint is not my word against this fraudulent company. It is the *************** Planning and ********************** that, on October 22, 2022, deemed "terrible" the workmanship of Mak Roofing & Construction LLC conducted under the contract in question. Furthermore, I wish to warn consumers that Mak Roofing & Construction LLC signed a contract, collected partial payment, and conducted work WITHOUT OBTAINING A PERMIT from the ***************. Upon inspection on October 20, 2022, an inspector from the *************** Planning and ********************** deemed that the roofing work conducted by Mak Roofing & Construction LLC on my property DID NOT PASS INSPECTION because the "terrible" workmanship left the balcony roof decking unstable and insecure, requiring removal and replacement of work done. (I have submitted a copy of the inspection report to the BBB).

  For over a month now, Mak Roofing & Construction LLC has not addressed the red flags and failed inspection report from the ***************. Instead of redeeming their unacceptable and negligent workmanship and offering to properly repair the balcony roof -- per the ***************, Mak Roofing & Construction LLC has resorted to harassment and intimidation of a senior woman, demanding I pay the remaining balance or else Mak Roofing & Construction LLC and their attorney "will put a *** against [me] on October 31, 2022 at the courthouse of *******, *****. Besides going to put a Lien on that home for the amount [owed] to the company..." 

  The business practices, workmanship, and warranty of work of Mak Roofing & Construction LLC are simply unreliable. Thus, I ask Mak Roofing & Construction LLC for a full reimbursement of all payments made. I am aware that I may not find a resolution through the BBB. At this point, the intent of my complaint is for the BBB to warn consumers, especially senior citizens, that 1) Mak Roofing & Construction LLC conducts work without obtaining a permit from the ***************; 2) about Mak Roofing & Construction LLC's unacceptable workmanship that results in unstable and insecure structures, and 3) about this company's consumer harassment tactics.

  

  Business response

  12/01/2022

  From: MAK ROOFING CONSTRUCTION <************************************>
  Sent: Thursday, December 1, 2022 4:52 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Complaint ID# ******** Attn: ***************************

   

  Good afternoon ******************,

  We have checked status on this complaint and seen that it is currently under administrative hold. We are wondering what that necessarily means? 

  We are awaiting to hear from the *************** to respond to the client as we were not aware that the client requested an inspection for the roof repair we had completed. 

  Roof repairs do not require contractors to obtain a permit. 

  If you can please contact us at ************ to further explain what is our next step. 

   

  Best Regards,

   

  Administration 

  MAK ROOFING & CONSTRUCTION

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

  www.elpasoroofings.com

  Phone: **************

  Phone: **************

  Fax: **************

  

  Business response

  12/06/2022

   Mak Roofing and Construction, LLC is unaware that The *************** Planning and Inspections conducted an inspection for **************************. It was not until we received the clients response to the BBB that we became aware of it. Nor the *************** or ********************** communicated this to us. We reached out to ***************************, City Inspector Supervisor on 12/2/2022 to retrieve a copy of the failed inspection. We also took the opportunity to speak with him regarding the situation. **************** stated that ********************** paid for an investigation for the balcony roof repair and the interior damage. When **************** arrived, the client advised him that water was leaking and caused her interior damage. I advised **************** that her interior had preexisting damage to which we have pictures with date for evidence. I also discussed with him that from previous conversations weve had in the past he advised us that a permit is not needed when doing a small repair. Permits are only to be obtained when repair is 25 %or more of the size of the roof. I also clarified with **************** (attached contract to email) that the client signed a contract for Job 1- Balcony roof repair for $4,000. Job 2- Fix interior damage for $2,000, but as per client she asked to place on hold job #2. Mak Roofing and Construction, LLC only completed Job 1 to which the client only paid 50% of the job ($2,000) and refused to pay us the remaining balance of $2,000 once the job was completed. Client did not pay us to start Job #2, nor did she pay the additional $1,000 to replace the decking plywood she was questioning us about. The interior damage is a little more noticeable now because during the time of installation on the balcony roof repair we experienced heavy rains, but again it was only affecting the preexisting damage that client was aware of, did not pay 50% payment to start the job, and requested to place it on hold. Since the client failed to explain this to the City Inspector, **************** was under the impression that client paid for both services and Mak Roofing & Construction, LLC did not do the job properly.**************** stated the city does not get involved in this situation. Client paid for the inspection, and he just provided his findings and recommendations based on what he saw. We also advised **************** that Mak Roofing and Construction,LLC will comply with the *************** Inspection and client to correct any errors on the job that we completed, and client partially paid, but again to know what we need to correct we must obtain the report. 
  The interior repair (job #2) we are willing to start repair for the client once we receive payment of $2,000 (past due amount for job# 1). If client agrees and we receive payment, we can move forward with job#2 and a new balance of $2,000 will be due at time of job completion.
  As of Tuesday, December 6, 2022, we have not received any response or report from **************************** 

*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. ↩