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Complaint Details
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Initial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My new roof was finished in 2019 with a 5 year warranty.Recently I developed a roof leak in one of my bedrooms. I called Total Roofing and was told the leak was somewhere else. Now the leak continues and they won't return my repeat calls. HELP!
Business response
01/17/2024
We sent you a message on 1/10/24 at 8:09Am offering to come out on 1/11/2024 to look at your potential roof leak. We received no response other than a poor ****** and now bbb review.Customer response
01/17/2024
Complaint: 21147043
I am rejecting this response because:I have no record of their phone call. Please call me at ************ or email me at ****************
Sincerely,
**** FlamingBusiness response
01/17/2024
Email is being sent immediately after this response. Thank you.Customer response
01/22/2024
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,
**** FlamingInitial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a contract on 3/1/23 with Total Roofing in ********* for a new tile roof for our **** SQ FT home in ********. The work was estimated to be 5 months to 6 months out but was to be completed by Thanksgiving 2023. We gave the business owner a $1000 check which was cashed. We have not heard from him or his company. We have called him numerous times and left messages with no responseBusiness response
11/14/2023
We still have not received the tile it would take to do the project. These gaps in tile production are why we gave you a option of replacing the roof with shingle since it is readily available.
Also the $1000.00 that we received was collected as a emergency repair after putting a tarp on your roof to prevent leaking as requested by the homeowner.Customer response
11/17/2023
Complaint: 20869714
I am rejecting this response because:The representative and President of Total Roofing Contractors, ***********************, did come out to accept the contract and fix a leak on the roof prior to completion of the roofing project. I gave him a $1000 personal check which he said would be subtracted from the final bill upon completion of the new roof.
We experienced a second leak and attempted to contact *********************** via telephone, emails, text messages. We sent a faxed copy of our contract to him on 10/25/23 with a request for status. We received no response from him. The first response we heard was from the BBB response.
Debris from the repair tarping littered our property and our neighbors which we personally cleaned up. In addition we hired a service to clean our gutters. See bill attached for 125 dollars. We had a 2nd roofing contractor out. The 2nd roofing contractor examined the roof and said it was not tarped. He said a substance was applied which was not a tarp but a plastic filament which hed never seen before. I attach photos of this plastic filament. The plastic shredded like PAPER. See photos attached. It clogged our gutters.*********************** did not provide us with a tile sample which is required by our HOA which we requested numerous times.
Also his recommendation of a shingle tile roof is not acceptable as its not allowed in our subdivision HOA.
Our resolution request is reimbursement of the $1000 for the poor repair job ( not a tarp) , reimbursement of the 125 dollar gutter cleaning and to be released from any contracted service with this company.
Sincerely,
***** And ***********************Business response
11/17/2023
The roof was tarped with visqueen a common plastic substitute. No tarps are meant to last for extended periods of time on a roof. As far as the ******** dollars is concerned yes we do the temporary repairs and will allow the funds to be deducted from the final balance of the roof replacement as a courtesy. Since we will not be doing your roof any longer that $******** will not be returned. If you note the terms and conditions on the back of the contract you will see item #4 the client may terminate this contract with written notice within seven days of acceptance at no cost. Termination after seven days, the client is responsible for any incurred expenses with a minimum of $250.00.As far as the gutter cleaning goes we will not pay for that because the repair was always meant to be temporary.Customer response
11/21/2023
Complaint: 20869714
I am rejecting this response because:
Sincerely,
***** And ***********************Customer response
11/21/2023
Complaint: 20869714We are choosing not to pursue this claim further. We want it posted to the public that we are very dissatisfied with Total Roofing Contractors and want this known. We request no future verbal, written or in person contact from *********************** or Total Roofing Contractors.
***** and Al ***************************************************** And ***********************Customer response
11/27/2023
Complaint: 20869714
I am rejecting this response because:We have new information regarding our claim and wish to move forward now.Our new information is from our new roofing company who discovered the cracked roof tiles as a result of ************************* so called tarping. The photo is attached of the cracked roof tiles. We received this photo 11/24/23. We wish to move forward to recover damages including painting ************ where leaks occurred and also the prior mentioned costs of $1000 for alleged tarp and cleaning debris from gutters.
Sincerely,
***** And ***********************Business response
11/27/2023
We will not pay for stains on the interior home because Tarps are not a warranty item and installing the tarp was a attempt to stop further leaking into your home. The tarp only needed to be installed because you already had a faulty roofing system that needed to be replaced. The claim that cracking tiles on a roof that 1) needs replacing and 2) has had multiple contractors on it is not something that we are willing to pay for and would be unreasonable to expect us to. There is no evidence to support that damage was caused by total roofing.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. ↩
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.