Brown Bros. Roofing, Inc.

Additional Notes

Complaint: A little explanation of why service ws need: On Oct 18, 2010, I asked **** ***** came to my home (a two family house) because of a roof leak in my kitchen after a heavy rain.  I also had a few other places on my 3rd floor bedroom ceiling that showed water marks. After assessing my roof, he stated that the whole roof needed to be replaced.  He said the problem I had with the leak in my kitchen or ice damns in that corner cabinet area - would be fixed with by installing a 3ft ice and water shield with new shingles and the whole roof needed repair.  I agreed to this and the job was to start within the next two weeks. A deposit was given on 10/20/10.  The job was not done as promised and after many delays with many calls to them (because my calls were not returned, the job was finally started on 11/22 when some gutter work was done.  The actual new roof was  not started until the week of 11/29/10 with the completion on 12/2/10.

My complaint:  On 2/2/11, at 11:06am, I called ***** **** because massive amounts of water was leaking through my corner cabinet area, through a light over my sink and through my ceiling light.   This was the site of my past original problem.  I left a message for someone to call me back.  I had to stay home from work because I needed to keep emptying receptacles that were catching the leaks and received no return call.  On 2/3/11 at 10:46am, I called and spoke with **** **. about the problem.   He said they "could come and shovel off my roof for $400/$500".   I told him that the roof wasn't even 3 months old and I was having a problem in the same site I had spoken with him about in October and I needed someone to come and find out why this was happening.   He said he needed to pull my contract and call me back.  He did a few minutes later and said he would look into it and would call me at the "this time tomorrow"...  I told him he would need to come Friday before 2pm because of my work schedule.  I waited and never received a call back and no one came to my house on Friday,  2/04/11.  On Saturday, 2/05 at 9:30am, I called and left a message.  At 2:18pm I called and "mailbox was full" so I couldn't leave a message.  At 5:34pm I called and spoke with **** **. about this problem and not getting any response.  He said he would "come tomorrow at 10:30am".  On Sunday, 2/6, no one called or came to my home.  At 2pm I called ***** ****. roofing and left a message that inspite of me leaving many messages and all the calls made on my part, with no return calls from them and also that I had been told the night before by**** **. of someone coming that morning.. that I was very disgusted with the situation having paid $8,000 for a new roof less than 3 months old and STILL having the same problem (despite being told about them using an ice and water shield for such problems).  I said I had no recourse but to file a complaint with the ****** ******** ****** because of nonresponse and faulty work.   The woman in the office, ****, called me back 15 minutes later, told me she had about received about 200 calls from different people with roof leaking problems, and I reiterated the facts I have stated above, about my many calls, and $8000 later, I feel the work is faulty and have gotten no satisfaction, that I would be contacting the ***.

Desired Settlement: I have waited these few days since my Sunday call with *****  in hopes that after possibly a busy week, the Brown Bros roofing would at least give me a follow-up call and would FINALLY come to look at the problem, even though the leaking has stopped, but  I still have not had any satisfaction from them.  I feel that the ice & water shield was not done as was discussed with **** **. on Oct. 18.  That they should call me and make arrangements to come and fix the problem on the roof satisfactorily at NO ADDITIONAL COST, since I feel the original problem was not repaired.    I now have a ruined kitchen and bathroom ceiling from the leaking, as well as potential damage to cabinets and because of my deductable amount, I cannot submit this claim to my home insurance and repairing the ceilings will be an additional cost to repair for me, that goes along with the $8,000 cost of a "new roof" .

Business Response: I am sorry to hear that you are un-happy with us.  I also understand your frustration after putting on a new roof and having it leak in the exact same place as before. While YOUR roof was leaking 1 and 3 homes were also leaking which was caused by excessive amounts of snow and ice on rooftops.  I had received over 100 calls each day and I am usually the only one in the office.  To say the least I was overwhemled.   I would be glad to send someone over and take a look at the areas that were leaking.  That is the best I can do...  I assure you we put on a good roof.  We haven't been in business since 1932 for taking advantage of people or scamming them.  It just isn't something we would do.  Our last conversation was that you were turning us in and that was it, you had enough...  There was nothing I could say to you at that time, you were frustrated and hung up on me, so we could not resolve anything.















Again, if you would like me to send someone over to your home and see what was leaking and maybe find a solution to prevent further ice dams, I can...









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***** ****.  Roofing



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Consumer Response: ****** ******** ******: I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #******* and I would appreciate Brown Bros. roofing calling me today at************ to set up a time to come to my home on SATURDAY 2/12 to assess my roof and correct the problem at NO additional expense to my satisfaction.   Regards,     ***** *****         

BBB's Final Determination: Consumer accepted resolution offered by the business.