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:12/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Southwest Roofing and Construction was paid by our insurance to replace our roof and repair all parapets. Our roof began leaking in August of 2021 and since has continue to leak during times of rainfall. The leaks have caused interior Falange to 3 rooms in our home. The company has come out to do patch work; however they have no come out to fully repair what is the cause. This has also caused exterior damage to our stucco where the leaks have occurred. We have contacted the company multiple times and they are claiming as if they were not aware it was still leaking. We have requested they provide us their the insurance and bond information and the owner continues to give us the run around. We had to file a new insurance claim for the interior damage. The owner also stated he was friends with our insurance adjuster and claimed he was a preferred contractor for our insurance company, which is not true.

  Business Response

  Date: 12/09/2022

  We have gone out multiple times to inspect and find the leak and it is not coming from your roof . It is indeed coming from your cracked stucco that has deteriorated from very heavy rains . I did completely inspect all roof and was installed completely correctly and it is not the problem . Regardless out of courtesy I will fix your stucco problem so that you may not continue to experience such problem which is so unfortunate. I will also take care of your interior as well. You have been a great customer and I’ll make sure this is resolved for you. I do indeed know all adjusters in El Paso as per our good experience with all insurance companies and our work has always spoken for itself and I’ll make sure it continues this way gladly . Thank you . 

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I hired Southwest Roofing on Oct of 2021 to do a removal and replacement of my roof located at the address included with this complaint. We incurred a slight leak in the kitchen area a few months after install. They came and fixed it but did not repair the interior as per their Warranty. The next leaks came this summer between July/August time frame those leaks were major in my dining room area causing damage to the inside with discolored and flaking on the ceiling. Southwest was notified and took over a week to respond to my messages. when they finally came they found several sections that were an issue and applied a temporary fix with tar and left because more rain was coming. They came back a week later after it dried and repaired it fully so I thought. 26 Sept we had a lot of rain in the early morning hours and as i came downstairs the areas repaired were leaking and then some more. I was furious, and i put a bowl to catch the drip to not damage my wood floors. The ceiling is awful and flaking and stained with water. The continuation of this leaking shows poor workmanship and disregard for the customers satisfaction. The holidays are coming and I do not want to entertain family and guest because it looks ugly in my dining room. I had been waiting for a few weeks for them to repair the inside of the ceiling but they had yet to send an interior repair person but I guess i am glad they didn’t come because they will need to do more work now. At around 7 am I sent a text message to them this morning alerting them to the damage and leaking. ******* ******** the owner of Southwest roofing said it was unacceptable and that he would come today. Will see if that happens. My wife and I are incredibly upset that this continues to happen. These leaks are worst than our previous roof we had and this one is only a year old. I have to hound them by text and keep calling to get them to come. Now this IS UNACCEPTABLE. I want my house back to Normal!!

  Business Response

  Date: 10/05/2022

  Workmanship has been done correctly . The extreme amount of rain did break a few seals and now we have redone the te sealing of the complete roof . Our warranty of course is taking care of this and interior will be done now after we have seen it’s correctly sealed. We attended as soon as possible because of constant rains these past weeks but will have everything perfect for the customer . Thank you 

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  they business has been in contact with me frequently and is sending someone to repair the inside and they repaired the roof last week. Thank you for your help BBB

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

  USAF Disabled Vet 

   

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  05/04/2022 I issued first payment of 5750.00 to southwest roofing for complete roof redone was completed May 10 last payment was given then other half of 5750.00 a total of 11,500. Since then with the amount of rain June 17th a leak started in the garage we contacted them and they went to add glue or adhesive and fixed that leak. On June 27th my master bedroom started leaking which caused damaged to ceiling ceiling fan and carpet and bed. Contacted them they went two days after again to just add glue or whatever they do since then every single time it rains it continues we have called many times and many times they have said they would speak to charles his boss and would call us back. Nothing yet and we have videos of actual damage during and everytime it has happened.

  Business Response

  Date: 08/11/2022

  On Aug 11, 2022, at 11:21 AM, ******* ******** <*********************> wrote:

  I contacted Ms. ********* as soon as I read complaint and apologized for
  miscommunication. I believed my workers had
  re sealed the area where it had leaked and
  they had not. I went myself in person and it is
  done now. It rained hard and she did not leak
  anymore. Now I advised her, that for the mishap
  I will re seal complete house not just area where leak occurred and I will take care of
  any interior damages as per our warranty.
  She is now in contact with me directly as the
  owner and is now getting some piece of
  mind which is what we strive for on any
  customer. My number is ********** for any
  further questions . Thank you

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because:
  I have received a response and have been actively communicating with merchant with a promise that roof will be re done once its stops raining. Since that day they have come by twice again to patch up the area where the leak has continued. We have had rain on and off with this Friday August 19th non stop leaking into master bedroom and last weekend Aug 13 water was literally pouring down through ceiling fan again to the point that even the light bulb was filled with water. I have had no way to turn on my light afraid of an electrical fire. I did message ******* that morning on a Saturday to let him know what was going on he did response with a good I’m sorry and that he was at a funeral and his men were off since it was a weekend.  My kids 18 and 15 have had to go up to the roof with no ladder climbed the wall to sweep off any water that has been sitting to minimize leak. Today rain still continues and again roof continues leaking, I feel all this could have been avoided if my complaint had been taking serious since day one but two months later here we are me having sleepless nights because really who could sleep hearing a constant drip.