Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 years ago I contacted Fleming about installing a *** membrane on top of our low slope (nearly flat) sunroom roof due to a chronic leak. The salesman for Fleming guaranteed me that the *** would be installed and that it would go up the roof of the house several inches and be sealed directly to the plywood roof. I still have the text messages where he told me that this *** would be sealed to our roof decking (plywood). Fleming did the work and it did not leak for a couple of months, however it started the same old leak again and has been leaking ever since. Since installation, I have called Fleming multiple times and each time they sent guys out to repair the roof, but nothing has worked, it still leaks. I have been on this roof multiple times myself and I know with 100% certainty that the *** WAS NOT installed directly to the plywood roof as promised. Because of this, it is just logic that the *** WAS NOT sealed to the plywood either. It should have been installed under the roofing felt and on top of the plywood. Instead, they installed it between the 1x4 lathing strips (for my metal roof) and the old shingles.The owner will not even return my calls anymore and told me (thru his receptionist might I add) that they have exhausted all means of stopping my leak and there is nothing else they can do. This is 100% FALSE. If Fleming was an ethical company, they would re-do how this *** is connected to the roof of my house and make it correct (as they promised).All I want is for Fleming to do the ethical thing and correct their poor installation. If not, then they should at least refund part of the $4,625 dollars I paid them so I can get a good roofing company to come and fix their sloppy work.

  Business Response

  Date: 10/30/2023

  Following the initial report of a leak by ****************** we returned to inspect the work performed and the leak reported. ****************** reported a persisting leak several times following the initial report and each time we sent a representative to inspect the *** installed on the rear patio of his home. The consensus with everyone who looked at the roof was that the metal roof installed by ********************** brother in law, installed above the *** was leaking down onto the *** and that there were no issues with the installation of the ***. We have told ****************** that he needs to replace the metal roof if he wishes to stop the leak on his porch because of it's poor and improper installation. However, ****************** would rather hold us accountable for the poor workmanship done by his relative. We do not intend to send anyone else back to repair the *** as the issue lies with the metal roof and not our work. ****************** has also stated that he had this same leak prior to us installing the ***. We cannot be held responsible for someone else's poor work and if ****************** wants the problem fixed he should replace the metal roof.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20797778
  
  I am rejecting this response because:

  The response that Fleming gave regarding my complaint was a VERY poor response for several reasons.  1) Fleming DID NOT RESPOND TO MY COMPLAINT!!!  They were too busy trying to blame others for my leaking roof and did not even respond to the complaint of them not installing my *** as they promised.  THAT was my complaint.  2) They mentioned the consensus was that my brother in law incorrectly installed the metal roof and that is why it is leaking.  Since Fleming never found the source of the leak, this is 100% assumption on their part. 3) Improper roof installationmy brother in law has been installing metal roofs, building homes and remodeling homes for at least 4 decades.  He is a perfectionist which means he DOES NOT take shortcuts.  Fleming on the other hand has been in existence for 4 years.  They could obviously learn a lot from my brother in law.  4) They say in their response that I need to replace my new roof with a new roof.  Its funny that this is the first I have heard this one.  5) Last but not least, they make a comment that I told them I had the same leak prior to the *** installation.  This one made me LOL because we didnt spend nearly 5k on a *** membrane because we were dying to spend a pile of money.  Of course we had a leak and we had high hopes that the *** would stop it.  That was a pretty ridiculous thing to say.
  Also, the metal roof was installed around 3 or 4 years ago.  We had the exact same leak with the original shingle roof (that was on the house when we moved in).  When my brother in law installed the metal roof, the leak stopped for 8 months (your salesman is fully aware of this because I told him).  Then after 8 months the leak returned, so no, my brother in law installing the metal roof has nothing to do with the cause of the leak.  

  
  Fleming is clueless as to the root cause of this leak, so in a situation such as this, its easy to blame others.

  
  Fleming definitely did not cause this leak, however due to their POOR INSTALLATION the leak continues
  
  Sincerely,
  

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

  Business Response

  Date: 01/09/2024

  As I have stated previously. We responded to the report of a leak in person a minimum of 5 times. I sent a commercial TPO only crew once, not the original crew - they said it was leaking from the metal. I sent a ******* - at least twice - probably 3 times, who has installed roofing for over 30 years, we repaired some places on the metal as he was sure also that is where the leak was coming from. Every single person who inspected the roof found no issues with the tpo installation and determined that the metal roofing was improperly installed and to repair the leak the metal roofing in the area above the tpo would need to be removed and replaced. There is nothing more i can offer regarding this job.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 20797778
  
  I am rejecting this response because:

  Once again, my complaint IS NOT about the roof still leakingMY COMPLAINT IS THAT THE *** MEMBRANE WAS NOT INSTALLED AS PROMISED BY FLEMINGS SALESPERSON!!!  It is very obvious the reason that Fleming refuses to respond to my complaint (and only deflects by blaming others for incorrect roof installation) is because they know they are at fault for the improper installation.  They have not addressed my complaint at allnone.zero.  Its easy for them to say the roof was installed incorrectly, and its funny that every Fleming person that came to fix the problem (if they spoke English) told me about the good job my brother in law did on the roof.  Like Ive said multiple times, we had the leak BEFORE the metal roof was installed, so improper metal installation is not the root cause.  
  

  My complaint is a simple one.  I want to know why Fleming did not install (and seal) the roof directly to my roofing deck as I was promised.  THAT is my complaint.  If they would have done what they told me they would do, then the chances of my roof still leaking would have gone down significantly.  I have provided the original text messages from Flemings salesperson and also pictures and they will not even acknowledge them.  All I get from Fleming is a defensive attitude and deflection from my actual complaint.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/01/2024

  The photos submitted by ****************** show textbook TPO installation. ****************** is concerned about the tpo installation under the metal because he knows there is a leak coming in from the metal above and somehow thinks this would have alleviated the problem. Everything was done by manufacture specifications... the job was inspected a minimum of 5 times after the leak was reported. And I have responded to this erroneous complaint numerous times.

  Customer Answer

  Date: 02/03/2024

  I would like for this complaint to be reopened due to the fact that Fleming has NOT responded to my complaint.  I believe they intentionally are not responding because they know that if they respond, this will make them liable, so they choose to misdirect, blame others, and be totally and completely dishonest.

  They need to respond as to why the *** was not installed as they promised.  They can say it was 'done by manufacturers specification' all they want, but if they do not provide proof, then this tells me they are again being dishonest.  I can just as easily say it was NOT done by manufacturers specification.  They can freely email me the manufacturers name and phone number and I will gladly call them myself and speak with one of their Engineers.

  Also, whether it WAS done per manufactures specification or not, it really has nothing to do with the original complaint.

  IT WAS NOT INSTALLED AS THE FLEMING SALESMAN PROMISED ME IT WOULD BE INSTALLED MULTIPLE TIMES!!!!

  Either the salesman lied and did not relay how it needed to be installed to the installers, or the installers were too lazy to do the work, either way, I am at least owed an apology for shoddy work and for Fleming refusing to even acknowledge the actual complaint.

• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fleming replaced our roof in April 2023. A few months later, I noticed water leaking from a nail hole in a wall along our dryer vent, which runs up the wall and out the roof. It was initially thought that the leak was due to a puncture in the vent, and we had someone come out to fix it. After they cut a hole in our wall, it was determined that the leak was on the outside of the dryer vent on both sides of the wall. They went into the attic and found that there was a gap between the vent tube that comes up the wall and the vent Fleming installed on the roof. Fleming did not reconnect them, and there was dryer lint all in our attic. Fleming was contacted, and someone came to inspect it. He said he had to speak to the owner and would call us. He didnt call us. We had to call them, and we were told the owner refused to fix it because they didnt cut the dryer vent and it was below the roof line. We have lived here over 20 years and have had our roof replaced before, and everything that was previously connected to the roof was reconnected. I think thats a reasonable expectation. Even if Fleming didnt cut the vent, they certainly removed something that was there before connecting the roof vent to the vent tube. We arent even asking for them to cover the cost of the diagnosis or to repair the hole we now have in our wall due to their negligence. We are simply asking them to do what should have been done at the time they replaced the roof. We have had a home inspection by a BBB accredited business and were told it should have been done by the roofer, and they should fix it. Incidentally, when we wrote our final check of $5800 to Fleming, they also electronically deducted an additional $5800, which we had to dispute with our bank. Fleming blamed us for nonpayment when they actually double charged us.

  Business Response

  Date: 09/25/2023

  There is nothing accurate about this complaint. I sent my lead repair tech to the property at a minimum of two times. He clearly explained that the vent in question was not leaking after investigating. The owner seemed to have some old water damage that they wanted us to repair at no cost by creating a story of a roof leak. Then we were accused of manipulating the interior components of the vent - which was a stationary metal duct. My tech also pointed out that the hvac in the attic appeared to have water in the pan and suggested calling an hvac tech to evaluate. Lastly - we do not even have the capability to charge someone without their authorization or sharing of information with the intent to charge. This is nothing more than another attempt to use the BBB to pressure us into performing work at no charge for something we are not responsible for. We responded quickly when notified of the issue, i'm sorry the owner is upset that there was nothing wrong with the roof and I am not responsible for hvac or any previous water damage. If she had a home inspector determine it was my fault then maybe she should have forwarded me their written conclusions instead of just mentioning it on a BBB complaint.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20641436
  
  I am rejecting this response because:

  I am refuting everything he stated. His tech guy came one time only. I never asked them to repair or replace any water damage. He is referring to a stain on our ceiling that happened a long time ago from the hvac, which was not at all involved in this complaint. The water damage from his failure to finish his job is in a different location, and I didnt even ask them to repair that. I didnt accuse them of manipulating a fixed vent, but rather not connecting it back to the components of the roof which he installed. The roof is not leaking, but because the vent is no longer connected to the roof, condensation is running down the outside of the vent into our wall when we are drying clothes. I asked them to complete the vent connection only. And, I have bank records that, in fact, do show that they charged us twice, that we disputed it with our bank, and were refunded approximately $5800 because the bank agreed that we were charged twice. I honestly dont even want them to come back to our house after reading his response. I am not using the BBB to get free work, I am trying to use it to alert other consumers. His response was even worse than the work that was done-or rather not done. 
  

  Sincerely,
  
  *********************************