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Complaint Details
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Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted Total Home Roof to replace our flat roof in July of 2023. The roof was "completed" in August 2023. Part of our contract with the company was to add a taper system to the portion of our roof that had no slope. They attempted to add this, but it is still pooling when it rains. The company sent someone to make repairs in October/November of 2023, telling us that the repairs were finished in November. Total Home Roofing sent out their own inspector on 11/30/23, who told us that the pooling was not fixed, and he could fit his hand between two parts of the roof (that needs repair also). He submitted a report and sent us photos of the issues on 11/30/23. Since that date, we have had no contact with anyone from the company. No attempts have been made to repair the parts that have issues. ******* is experiencing severe weather this winter and my roof is not complete.
Business response
01/11/2024
Hello, Thank you for taking the time to tell of your experience. We greatly apologize for any inconveniences this may have caused you. We spoke with the homeowner and scheduled an appointment on 1/19. Thank youInitial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I previously filed this claim but retracted it after the company contacted me and agreed to honor their warranty. To date, the company has failed to honor a warranty claim that I made back in June or July of this year. Since filing my complaint, the company has failed to repair, what I am told, is a leak along the ridge cap which has resulted in significant drywall damage in my master bath. We have had three people come to our home to look at the damage from the company. NOT A SINGLE PERSON HAS ATTEMPTED TO REPAIR THE ***** Each time we are told that they will return with a crew to water test the roof and make the necessary exterior repairs before interior repairs can be made. I have had multiple points of contact, NONE OF WHICH, remain working for the company. We were initially told that the damage to the ceiling was not from a leak in the roof. Upon having a home inspector review the damage, he reported that the beams were wet from the roof and provided us with photos to demonstrate this point. We received verbal affirmation from multiple points of contact, ***** and *****, that the damage was from a faulty roof and would need to be repaired by the company. We have lived with mold in our master bathroom since June of this year with no promise of repair.Business response
11/28/2023
Hello, Thank you for taking the time to tell of your concerns. We greatly apologize for any inconveniences this may have caused you. We have called and scheduled an appointment with the homeowner on 12/6. Thank youCustomer response
12/07/2023
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.They are scheduled to repair the roof on Friday, December 8, 2023 and the drywall on Tuesday, December 12, 2023. Should they fail to do as stated, then I will reopen the complaint.
Sincerely,
************************************Initial Complaint
07/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We selected Total Home Roofing to install a new roof on our home. The job began on June 29, 2022 and is still ongoing as of July 14, 2022. The roof did pass inspection and we cannot get the company to come out and complete the job so it will pass city inspection. We have already received a bill for $17,000 we have yet to pay it since they have not finished. The company committed to provied a new roof and also have the job completed in no more than two days. We have had issues with them from day one. The issues span from communication, to shoddy workmanship, false promises and even with their contractors using the side of our shed as a bathroom. We don't know what else to do to get them to compe out and finish the job. In addition, the work that has been done so far is shoddy at best. We were promised a high quality level of workmanship from the salesperson. We are requesting an adjustment to the final bill based on all of the issues we have had with this company. In addition, we are requesting compensation for damaged plants and property (canopy.)Business response
09/15/2022
Business Response /* (1000, 5, 2022/07/21) */ Hello, Thank you for taking the time to reach out and tell of your experience. We greatly apologize for any inconveniences this may have caused. We have had the opportunity to speak with the homeowner and we have a plan of action moving forward to address the concerns noted in the complaint. We have arranged the field team to address the concerns this Friday 7/22 Thank you Consumer Response /* (3000, 12, 2022/08/09) */ ***Document Attached*** Please see attached file. The roof passed inspection on the fourth try but there were comments on the inspection. The roof is still not completed to the level of workmanship that we were promised. In addition, the $800 discount that they offered is definitely not on par with the challenges we have faced with this company for over one month now. We are requesting the completion of the work to the standard that we were promised and a more significant discount closer to $5,000. Business Response /* (4000, 16, 2022/08/24) */ Hello, our field team had a meeting with the customer and we have confirmed all work was completed per contracted and final inspection has passed. The request for a very large discount or a complete redo can not be provided. We have also provided a new roof for the customers shed and this was not part of the contract, price and was provided at no cost to the homeowner. At this time we have provided $800 in credits for inconvenience and we are willing to credit an additional $400 for inconvenience; but this is our final offering. Once paid in full we will provide the customer with the warranty for the roof and paid in full paperwork. Thank you
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.