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:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had a new roof installed in 2017 by Centennial Roofing. In February of 2023, a shingle fell off the turret and I was charged by another roofing company $350 to have the shingle replaced. I didn't think too much of it till multiple shingles started falling off my roof in June of 2024. I contacted ***** Corning, I sent them pictures of shingles and roof. I received a letter back from them in July 2024 stating that there was nothing wrong with the shingles but they had been installed incorrectly on my roof. So I called Centennial Roofing and I sent them an email containing the letter from *****. The owner of Centennial Roofing came to my house a couple of weeks later and said there was nothing wrong with the way the shingles were installed and he would gladly debate ***** anytime. So replacing those shingles cost me $850, then more fell off in August, I sent an email and pictures to Centennial Roofing and I got no response. I had to pay $550 to have those replaced. I would like my money back that I spent on re-installing shingles that were installed correctly. I would also like my roof inspected like ***** Corning said, cause I am afraid more will fall off.

  Business Response

  Date: 10/11/2024

  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and strive to address any issues promptly and professionally.
  
  In July, we were first contacted by **** regarding shingles that had come off her turret. We requested photos and the report from ******************, which she provided. We communicated our owner was out of town but promptly scheduled an inspection with him upon his return.
  During the inspection on July 24, 2024, **** evaluated the roof and found no missing shingles at that time. Its worth noting that the ridge shingles installed in June 2017 followed industry standards of that time,which utilized a 2-nail pattern. Since then, we have updated our practices to a 4-nail pattern on ridge shingles for improved durability. The shingles that had previously come off were localized to the ridge on the steep turret.

  
  At the time of ***** inspection, **** confirmed that there were no leaks and that the only issue was the missing ridge shingles that had already been replaced for $350. **** asked **** to please reach out to ** regarding any further issues. Until today when we received the email from the BBB, we were not made aware of any further issues with her roof. Unfortunately,we have no record of further communication from **** regarding any additional missing shingles after our visit. Our office has thoroughly searched our email correspondence and found no other inquiries.

  
  If there were any other concerns, we would have been happy to assist. Typically, we only charge for labor and material in cases where the homeowner's warranty has expired. Based on our 40 years of experience, the amount **** was charged, over $350, is beyond a reasonable amount for repairs.We encourage open communication and are always ready to help our clients,especially with repairs outside the warranty period. ****** roofing warranty was active from June 2017 and expired in June 2022. We were not made aware of any issues regarding the roof during the warranty period, meaning her roof withstood the 5 years since it was installed, in ********, **, an area that has been impacted by multiple wind and hail events each year, with no issues.
  
  We appreciate ***** initial contact and would welcome the opportunity to assist her further if any issues arise.
  
  Thank you for your understanding. Attached are a few of the pictures **** took from his inspection in July.
  

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because:   I did notify them and they did not respond. I emailed pictures to them of the last time more shingles fell off. Why didnt the owner tell me when he was here that the amount of nails had been changed. He was rude and said he would debate ***** Corning anytime. But 

  Business Response

  Date: 10/21/2024

  Good afternoon,
  
  Thank you for taking the time to share your concerns. We sincerely apologize if you feel our response was unsatisfactory.
  We understand that you attempted to reach out to us and sent pictures, after ***** inspection on July 24th. We have all checked our emails and do not have any communication other than an email that you sent to us on July 11th containing the pictures of the missing shingles,and an email on July 22nd with the letter from ***** Corning. We apologize for missing the email, but, if possible, could you please send us a screenshot of the email you sent? We want to see if there are any other missed communications from that day or just verify the email it was sent to. We take communication very seriously and wish you would have called the office if your email went unnoticed so that we could have had the chance to take care of the additional missing shingles. Again, we apologize if we missed any communication.
  Regarding the nails, our goal is always to meet industry standards and provide high-quality workmanship. Industry standards change as new information and methods are found. The owner was not intentionally withholding information. If there was any misunderstanding or lack of communication during the visit, we apologize. We also understand that you found his tone to be rude and assure you that our intent is never to disrespect or frustrate our homeowners.We are committed to improving our communication moving forward.
  When the owner visited, his objective was to assess the situation based on the concerns you raised. We work with trusted manufacturers such as ****************** and adhere to their recommendations. While there may have been a difference of opinion, we aim to ensure the roof is safe and durable.
  Since the roof warranty expired in June 2022, and we have no record of any communication regarding missing shingles after ***** inspection on July 24, 2024, we believe we are not responsible for covering the cost of any additional repairs following that visit. However, as previously stated, we would welcome the opportunity to replace any shingles that may come loose in the future, at our labor and material costs. Unfortunately, we were not given the chance to address the issue earlier, but we remain committed to assisting you should further problems arise.
  We want to emphasize that we were not contacted when the shingles first came off the roof nor for the subsequent instances after our inspection in July. Please see the attachments of the two emails we do have records of that were sent to us in July.

  Customer Answer

  Date: 10/23/2024

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  Customer Answer

  Date: 10/23/2024

  I have forwarded original email to Centennial that they say they never received.