To: Better Business Bureau
From: ******* **********.
Re: Complaint against Crewpro Inc., Roong Contractor
Around June 2012, I had Crewpro repair my roof. A row of ceramic tiles at the edge of the roof fell off because the wooden structure holding it rotted out and the tiles fell off. So they had to replace the wooden support and install a new set of ceramic tiles at the edge of the roof. Unfortunately, l had lost my receipt, but the cost was over $2,000.00.
Their address is **** *** *** **** ***** *** **** ****** ******** *** XXXXX. The person in charge of the repair is **** ******* (Tel it XXX-XXX-XXXX or XXX-XXX-XXXX).
This month i noticed that all the ceramic tiles he installed were all crack in half and the wooden soft wet and rotting out. l called **** ******* explaining the situation but he did not do anything. I called him again saying that those ceramic tiles should not break up like that in such a short time pointing to the fact that the other ceramic tiles on the other edge of the roof, although 30 years old, are still good. Instead of helping me out, he simply hung up on me in disgust.
I believe the tiles he installed were defective. Tiles are suppose to last for a long time. All I want him to do is simply replace those defective tiles and also the rotting soft.
I would appreciate any assistance you can provide me.
*** ******* *****
****** ***** ******** XXXXX
Tel fl XXX-XXX-XXXX
The customer who has filed this complaint is well known to our company. We have provided roof repairs for this customer on two separate occasions. The repair in question is from June, 2012. The customer is correct in that the repair contract called for our company to replace the rake tile on the West side of the house 2nd floor roof. Upon removing the existing tile, we found some rotting wood supporting the tile in this area. The roof overall was very aged and showed signs of multiple leak points. We let the customer know that the repair was not recommended, and that a reroof was needed for the entire house. The customer instructed us to proceed with the repair saying he could not afford to reroof the home at this time.
We replaced the wood that was damaged and installed new rake tile to the west 2nd floor rake. Our contract specifies there is a 1 year warranty on our repair work. This is not a guarantee that the roof will never leak again, but a warranty on our work.
We were contacted by the customer who claimed he had some other issues with the roof and we set an appointment for Aug 28, 2014. Upon arriving at the house, we found the roof to be in much worse condition with the West facing exterior walls appearing to have water damage. Upon examining the roof both exterior and interior, it was determined that there were several active leaks on the roof. At this point, we recommended to the customer that he have some General Contractors look at the house, as there were several structural issues that may need to be addressed before we could look at replacing the roof. The customer pointed out the rake tiles we had installed two years previous were beginning to sag. We pointed out that the improperly waterproofed west wall along with other roof leaks were causing the support under the rake tiles to become compromised. We pointed out that our repair was no longer under warranty, and that we would not consider performing further repairs on the roof other than a complete reroof. We departed that day, but we were contacted several weeks later by the customer claiming our work on his roof was faulty and that we should come back and repair it free of charge. The customer was very argumentative on the phone and would not accept that the roof repairs were well beyond their warranty period. On Nov 6, we made contact with the customer to let him know we would come back and look at the roof again. When we arrived, the customer did not answer the door. Upon a reinspection of the tiles, it was confirmed that the tiles are not faulty or cracked. They are still intact but no longer secure in the installation location. The tiles are not bad or faulty and the installation was not sub par. The warranty period has expired by over a year.
While we empathize with the customer's situation, we cannot correct all of the issues with his roof and are no longer obligated now, or when we were initially contacted by our warranty to cover this issue. Moreover, the issue is not the rake tile or it's installation, but the overall condition of the house and roof.
Final Consumer Response
Business came to home and did the repair on November 21,2014