My roof is still leaking in my garage due to a questionable repair. No one will come and fix it. The wood is rotten with some mold. We paid invoice
My wife noticed a spreading leak in our garage late July. Some of our neighbors were having the same issues with their garages and entry ways. So our neighbor referred us to Alpha Omega. 8/18-xxxxx came to my house to evaluate the leak. He told me that the valley area in the roof needs repairing. He also told me that he will send a proposal via email regarding the repair cost. 8/20-After calling xxxxx, I received proposal no xxxxx with a repair charge of $225 via email to fix valley area. Proposal xxxxx included: remove damage shingles,install Underlayment as necessary,install new shingle, seal exposed faseners, repair nail pop,seal under valley pan.
8/21-I accepted proposal xxxxx. I called him to confirm and he told me that they will fix it Thurs 8/27. 8/27- I was home all day because my work schedule was 6:00pm-4:30am (Mon-Thurs). I didn't hear or see anyone repairing my roof Thursday
8/28- I called xxxxx and told him that no one had been over to fix my roof so his exact words were "I'll look into it". 9/1-After not hearing anything from xxxxx, I contacted him via email stating that he had a lack of concern for me as a customer. He responded back to me via email and assured me that he will fix my roof. 9/2-He arrived at my house and I was asleep however, my wife told me that he assured her that his team fixed our roof. While I was still having reservations of unethical business practices, my wife insisted that we pay them because he told us that the valley area was repaired on the roof. Once the roof was repaired, we were told that an invoice for proposal xxxxx will be sent to us via email. After weeks had passed, we contacted them and told them that we were waiting for an invoice. 9/22- Invoice no. xxxxx for $225 was sent via email to my wife and she forwarded the email to me. 9/23-Invoice no. xxxxx for $225 was paid and we received a customer copy receipt. 10/15- After two weeks of hard rain, my wife notice our garage was still leaking so I called Alpha Omega. They referred me to xxxxx, again. When I reached him, I was told that due to the heavy rainfall that they were really busy searching and fixing leaks for customers. I've been told this throughout this process. In the meantime, my roof has gotten worse because of the same heavy rainfall. It rained again about a week and a half. I called Alpha Omega to speak to his supervisor. 11/13-After talking with one of his supervisor, xxxxx called me and came over about 10:00am. I expressed my concerns that the valley had not been repaired. I show him pictures of the valley that another roofer took when he inspected the repair area. I always had my reservations about the roof being fixed the first time. The only thing that seems to be done is the caulking of a couple of shingles. I confronted xxxxx with this information. He assured me that they did fix the roof. He said that there was another leak in the area and that he will send another proposal with the last charges of $225 going towards the new proposal. After numerous phone calls to him and his manager, no one still has contacted me to resolve this issue. 11/24-The last contact that I had with Alpha Omega was with xxxxx and he assured me that he will get with xxxxx so we can resolve this issue on 11/30. Neither one of these guys haven't contacted me. My roof is now rotten and has mold and these guys don't seem to care.
We are seeking a refund of $225 from Alpha Omega due to several attempts to contact the vendor, with unsatisfactory results. My wife and I have tried on numerous occasions to rectify the situation with them, but in turn have received poor customer service, and an unwillingness to repair our roof. We are also requesting that the rotten wood, mold, and garage leak to be taken care of. According to an We are seeking a refund of $225 from Alpha Omega due to several attempts to contact the vendor, with unsatisfactory results. My wife and I have tried on numerous occasions to rectify the situation with them, but in turn have received poor customer service, and an unwillingness to repair our roof. We are also requesting that the rotten wood, mold, and garage leak to be taken care of. According to an evaluation by another roofing contractor, the total damage at this point is now estimated at $1,200. Unfortunately, we paid for a service that was never done. This is absolutely the worst customer service that we have received in our lifetime.
We strive to have satisfied customers. Alpha Omega did complete repair from initial request.
The feedback I have received indicates another leak was discussed in a separate location of house more closely related to metal roof transition.
I do believe there was a gap in communication, for which I apologize, involving an employee that is no longer with Alpha Omega.
When xxxxx did make contact with Mr. xxxxx a verbal offer was extended to create a proposal for repair of newly discussed area and deducting the amount of $225 from upcoming proposal. It is my understanding Mr. xxxxx was not interested in further service from Alpha Omega because we could not get to his other leak quickly enough.
I will be open to having the other leak assessed by one of our team members and presenting a repair detail to Mr. xxxxx for his consideration.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the initial repair was never completed, which was discussed with the vendor. I also informed the vendor that I was completely unsatisfied because the leak was never fixed. xxxxx did come out, but I also told xxxxx that the leak was never repaired and asked for it to be reexamined. xxxxx insisted that the leak was repaired but there was another leak, which was an incorrect assessment. There wasn't an additional leak, instead everything was a result of the leak in question. xxxxx insisted he would send a proposal deducting the $225. The only truth to the vendor's response is that xxxxx offered another proposal deducting $225. I called them several times just to receive this proposal but never received it. The reason he offered the deduction is because the first repair was never completed - the roof is still leaking in the same area. I'm just requesting $225 refund so that I can get a trusted roofer to fix this repair.
Final Business Response
Alpha Omega Construction Group completed agreed upon work of which replacing wood was not a part. It is clear this home has had more than one leak over the course of time but for how long leaks were active is unclear. At some point in time caulk has been applied to hole in metal valley as a measure to stop that particular leak. A permanent solution to the hole in the metal valley would be to replace valley. If homeowner would like this completed and underlying wood replaced an estimate can be conveyed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that these guys claim that replacing the wood was not part of the package. Apparently, I didn't get the memo from xxxxx when he first arrived to my home. Why didn't xxxxx inform me of the rejection, when I inquired about the wood repair. Why didn't xxxxx inform of the rejection, when I talked to her once a week over the past three weeks regarding the same issue? xxxxx informed me that she had talked to the operations manager and was waiting for a respond. I kept calling, but got the same response. It is to my knowledge that repairing the rotten wood was part of the solution. The response to this complaint is my first time hearing of this rejection. Again, I was expecting xxxxx to call me and schedule a time and date to replace the damaged wood on my roof. This is what brought us back here again. It's like a boomerang effect with these guys. It maybe unclear how long the leak has leaked, that's their opinion. One thing that I know for sure is that these guys were informed about the leak in September 2015, and it didn't get fixed until January 2016. There was an accumulation of 4 months before this leak was fixed. During these months that they were idle, there was record breaking rainfall. There's no doubt that this accumulation of rainfall caused damage to my roof and could have been avoided from the beginning, if the proper measures were taken from day 1. Perhaps, if you had responded professionally, the rotten wood may have been prevented so I'm holding these guys partially responsible. Let's be fair, own up to the mistakes that have been made during this process. I'm not 100% sure if this is my roof in the picture. I thought the metal on my roof was brown not blue. I could be wrong but I can have it checked out. If you've been what I've been through with this company, it's hard to trust anything that they say and show you. These are the things that happen when terrible customer service is applied to a customer.