ComplaintsforGreat Roofing & Restoration, LLC

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our ceiling caved in from a leak coming in from a terrible job done by Great Roofing.We bought this home in Oct '21. Received document from previous owner that was provided to her FROM ***, that said that they would fix cracking in the ceiling that began after the roof was installed and they mutually agreed it was because of the installed roof. called the roofing company in Aug '22 to come out and fix the ceiling but also to inspect their work as we noticed drops of water starting to drip from the crack after a heavy rain. ** came out to inspect everything flat out said sorry, theres nothing we can do. showed him the document he said we wont fix this. 8.16.23 we call them back after we had called (3) other roofing companies over the course of the year, all who gave large repair quotes and EVERY SINGLE ONE told us to call *** back to fix this for free since this is clearly their fault, they could see the fault of the install, should be in warranty and its unethical. *** took pictures, looked at everything and again said no, were not fixing this. We have now been told by multiple profs, even by GAF Roofing system, used on the roof as we have the warranty from them when the install occurred (called them to see if this was a manufacturing error, it wasnt. It was an install issue. However, this sales manager happened to mention something when they first stepped into the home that was the first time EVER mentioned to us: They said its no longer covered by the warranty, its past two years. The roof was put on in November of 2020 and they came out in summer, lets say August, of 2022, and told us no we cant do anything sorry when in fact it was still in warranty and we were deliberately not told about this until now so that it would be too late. So they lied. They took the money from the previous homeowner, did a terrible job resulting in a failed roofing system and broke their own warranty and promise to the consumer by refusing to fix THEIR MISTAKE.

  

  Business response

  08/21/2023

  We have attempted to connect the customer by phone twice on Thursday 8/17, one time with the number we have on record for the customer and a second time on the number listed on this complaint. We then attempted to connect the customer by phone again on Friday 8/18. We called both number we have on record for the customer and left voicemails to discuss project. Today we have send the customer an email to try to follow up. ******* who was onsite for the inspection does not have the authority to tell the customer that we are unable to help, but if the issue is with the plumbing pipe, which our rep indicated during our inspection, this would not be something Great Roofing handles. We are currently working on setting up an inspection with a GAF rep to get to the bottom of the issues but have not been able to reach the customer to schedule accordingly.

   

  Customer response

  08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory nor rejectable to me. From my experience with this company, I do not believe anything will be held true and completed should this complaint be resolved in (7) days automatically.

  I have received a separate, direct email from Great Roofing to schedule/resolve this issue since they've been contacting us with no luck. The phone number we have on site is our landline so we should be receiving phone calls and voicemails, yet we have none. I will not be quick to say that they are not contacting us however we haven't received any actual documented calls or voicemails. Will be taking that up separately with our phone provider.

  In my email response, I did send them our direct cell number to get in contact with us to schedule this company to come out and inspect. I have attached the email record.

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

  

  Business response

  08/21/2023

  We are now in communication with the customer via email trying to get this resolved. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Great Roofing installed a new roof on our house. It warrantied both labor and materials for two years. Within the first year we noticed a leak. They sent out a crew that did some work on the roof and we again saw a leak show up about 10/11 months later. The leak showed itself through discoloration in one of our bedroom's ceiling.We again called Great Roofing and a ********************* came out to inspect. He went up into the attic, took pictures and acknowledged that there was in fact a leak. We have been in communication with him continuously since that first inspection. He told us that the original installer, a subcontractor for Great Roofing, was responsible for the repair and that he would get him out to our house as soon as he could. He just sent us an E-mail saying that it is not a leak but an issue with ventilation or insulation. He came to this conclusion with no further inspections by him or anyone else. We can only conclude that Great Roofing does not want to honor its warranty. We have copies of all our correspondents with Great Roofing if you

  

  Business response

  03/09/2023

  After several inspections, we have been unable to identify the issue.  Please note, we are in no shape or form trying to avoid taking responsibility but we do not believe it is a result of work performed from Great Roofing.  However, we are going to have the manufacturer rep go out and inspect the property for proper installation and ensure the materials are up to their standard.  Pending the results of that inspection, we will evaluate and formulate a plan for the appropriate resolution.  

  Customer response

  03/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But we still have never received the pictures taken by a Great Roofing representative in January 2023.  We want Great Roofing  to forward those pictures.  We want Great Roofing to set up a firm appointment with us for the manufacturer rep to come to our house and for the rep not only to look outside but in the attic as well.  When Great Roofing came to the conclusion that it was not responsible for the leak, it did not inform us and unfortunately we were not home. Consequently, no one looked inside the attic at that time.  It was as a result of this inspection that Great Roofing determined it was not responsible.

   

  
  Sincerely,

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

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Company has site in **** ****. They installed roof November 2020. Roof started leaking early summer and I called them out to find and repair. Warranty according to that person was two years and should cover all damages. It has been 2 months of back and forth and still not fixed. Now I am worried my bathroom ceiling will come crashing down. Received an email from their rep stating they were out 3 times to find the leak. First time the rep allegedly came out and smeared some drug store purchased flex seal. That didn't work. 2nd time he sent a guy out unannounced to fix my problem. No one was home to talk to him. He walked around the house and never even went up on the roof. (I have a doorbell camera showing him and his truck.and I saved the video. Third time they sent someone who no showed 2 days in a row and came late on 2nd day and put some kind of patch on corner of house. Waited a week for a heavy rain and again it came through into bathroom ceiling. Received an email from this rep a few days ago stating they have been out 3 times and it's not the roof leaking(really). Now said rep no longer responds to my contact. They obviously don't know or don't care about my warranty or the quality of their work. I may be forced to hire a roofer and an inside drywall person to fix the damage that is supposed to be under warranty. Can you please help me and make this company honor their warranty which expires next month and they know that.I have saved all texts, emails and video of the second guy that did nothing.I appreciate any help you can offer. This roof cost a lot of money and it's not right for them to get away with this.The texts and emails I will have to figure out later how to send. Not that good with this stuff.

  

  Business response

  10/18/2022

  We have connected with the customer and he said that there is no longer a leak.  He wants his interior fixed which is reasonable.  It would have been simpler to contact our office directly. The issue will be addressed.  For future reference, should communication falter, our office number is as follows: ************.  Thank you.  

  Customer response

  10/24/2022

  I have talked with a different rep for great roofing and restoration on Friday 10/22/20. And he agreed to extend warranty and repair ceiling before Thanksgiving weekend. He agreed to put this in writing and as of mon 10/24/20 I am still waiting for this written agreement. If they fail to give me this resolution in writing I will want to open the case again. The ball is in their court now.
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted Great Roofing and Restoration to replace our main roof, our gazeebo roof, and our sunroom roof. They replaced the main roof in July of 2020. I had to bother them repeatedly for 8 months and they finally came and did the gazeebo roof. As of the date of this complaint they haven't ever showed up to replace the Sunroom Roof. They have been paid in full for the job and we have called every month and get constant excuses. Now that we are selling our home they don't even return calls. The rep Kris L******** and the main offices never return calls. We would like a refund for the work that was never done on the sunroom roof replacement.

  

  Business response

  05/24/2021

  We have made contact with the customer and issued a refund for flooring and other work that our sales rep should not have taken on.  The check was mailed on Friday May 24.  Frankly, we thought the issue had already been addressed by the rep and apologize for any inconvenience to the customer.    

  ***ALL ATTACHMENTS PERTAINING TO CASE REDACTED BY BBB***

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