ComplaintsforTruHome, Inc.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/07/2017 *************** refuses to honor 20 year warranty. Roof is leaking and they refuse to fix roof. They attribute the leaking to condensation on a pipe, but the roof only leaks when it rains, or the snow on it melts.Total cash price of service was $9,000

  Customer response

  10/17/2021

  All we have is the contract. We were never given documentation on what the warranty covers. We were told 20 years, if anything goes wrong they would fix it. They claim the leak is from a pipe in the attic, but if that were true, we would experience leakage all the time. We only experience leakage during heavy rain falls and snow melts. Our ceiling is now damaged because of their negligence.

  Business response

  10/22/2021

  I just received your letter regarding 16014133. 

  
  

  I have been to the residents 3 times with 3 different people each time. I and every person with me came to the conclusion the exhaust pipe was leaking. I have in our CRM 2 times and we arrived on September 9,2020 and November 30, 2020. There was no sign of problems with the roof, shingles or flashing and I suggested to *************************************** to call a HVAC specialist to fix the chimney since we are not licensed to do HVAC work. The last visit we were at the house we sealed up the pipe where it was rusting and made sure to tell ******** that it was only a band-aid. I told ******** if it were our fault, we would be sure to fix it however the pipe is the root of the problem. May 19th, ******** made a social media status on her page and said we will not fix the roof and it was leaking again. I spoke with her on the phone and through ******** messenger that day and she got very aggressive and at that time I reminded her about the chimney stack. Since then, I have not gotten a call or message, but I have gotten a 1-star review and negative review on the BBB. I would like to fix this situation however they think that it is the roof that is leaking and I don't know how to explain that it is the Chimney any differently.

  
  

  Please reach out to me if you have any more questions. 

  
  

  Thank you,

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

  TruHome Inc./********************** 

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

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

  Customer response

  10/23/2021

  TruHome's explanation does not explain why leaking occurs only at times of heavy rainfall and snow melt. Their explanation might be plausible if we experienced leakage all the time.
  
  Furthermore, we never experienced leakage until after they performed services on our roof. It is quite plausible they damaged the seals around our chimney during operations.
  
  Condensation from a pipe does not explain the leakage, not does it explain why leakage only occurs during heavy rainfall. The communication referenced between my wife and them are a result of their refusal to fix/address the leak. We continue to incur more damage to our bedroom ceiling due to the continued leakage.
  
  In the honor of objectivity, if they could explain why their argument makes sense, and why would only be experiencing leakage during heavy rain falls and snow melts, I would be inclined to believe their argument, but they have not done so.

*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. ↩