Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against PWSC regarding their failure to comply with the terms of our 10-year limited warranty agreement and their neglect in requesting a roof inspection from the builder. Their refusal to address this situation and their lack of assistance have resulted in significant concerns and financial implications for me.To provide you with a comprehensive overview of the situation, I would like to highlight the key details below:1. Warranty Agreement Violation: The signed 10-year limited warranty agreement between PWSC and myself clearly outlines that the warranty covers structural damages, including the roof. However, the builder has failed to provide any evidence of the roof's structural integrity at the specific location of the leak. Despite this, PWSC has refused to assist in rectifying the situation, disregarding their obligations under the warranty agreement.2. Roof Inspection Neglect: In addition to the failure to request the shingle manufacturer from the builder, as per the warranty agreement, PWSC also neglected to obtain written permission from the builder to request a roof inspection, as stipulated in the agreement. This negligence has resulted in potential roofing issues going undetected, leading to a compromised roof structure and an increased risk of further damage.Despite my attempts to address these concerns directly with PWSC, their response has been inadequate, leaving me with no choice but to seek further assistance in resolving this matter.To ensure that the appropriate regulatory bodies are aware of this situation and can take necessary action, I have already filed complaints with the ***** ********** of ********* and Regulation (TDLR) and the ***** ********************** (TREC).

  Business response

  07/03/2023

  06/29/2023

  Dear *** ******,
  
  Thank you for the opportunity to respond to *** ********’ complaint against PWSC.  *** ******** is unfortunately mistaken regarding how the coverage afforded in his ***** Warranty (Attached) is administered.  The warranty for this home is what is commonly referred to as a Builder Backed Warranty, meaning the builder, not PWSC, is responsible for all warrantable issues.  PWSC was contracted by the builder to provide administrative services.  Please see the very pertinent quote below from the first page of the attached warranty where WE and OUR reference the builder.
  
  “We have contracted with Professional Warranty Service Corporation (“PWC”) for certain administrative services relative to this Limited Warranty.  Under no circumstances or conditions is PWS responsible for fulfilling OUR obligations under this Limited Warranty.  PWC is not the warrantor or co-warrantor on the Home”.  
  
  Regarding items 1, and 2, in *** ********’ complaint, PWSC did in fact, via email, ask the builder if they would inspect the roof.  The builder declined.  PWSC wrote or forwarded no fewer than eight requests from *** ******** to his builder.  Copies of these can be submitted upon request.  
  
  A signed copy of *** ********’ enrollment form and a validation form showing when and what warranty was purchased for this home are also attached.  
   
  Sincerely,
  **** *********
  Claims Supervisor
  PWSC
  

  Customer response

  07/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  **** continuously refuses to get the manufacturer of the shingles and plastic vents from the builder after multiple requests. In addition, I have reached out to the builder directly multiple times for this information. Both parties continue to refuse providing necessary information. 
  
  Regards,
  
  *****************************

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