ComplaintsforCarroll Bradford Incorporated

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Carroll Bradford roofing replace our roof about 5 yrs. This past year in Nov we noticed water and mold starting in our garage upon inspection we found that when they did the work the never sealed an area on the roof that has caused continuous water to leak in. Now it has shown up and I have mold growing there and in the roof. Very large mold spores are also ad ****** to the truss and ply wood. I have called the company many times speaking with ****** from the office who tells me there is a 2 year warranty and like I shared with her this was not done correctly upon installation. If it was I would not have a leak nor mold.She suggested I called GAF but they cover product only.I also was told to email the guy in charge and I did with no response from him.Now the leak is getting worse. I'm not asking for $$ back all im asking is for this company to make it right. Again if it was installed correctly the first time my family would not be dealing with this and now health issues from the black mold According to reviews that I have seen im not the first person to be ignored by Carroll Bradford roofing.Now I want this fixed and replaced.Thank you ***********

  Business response

  02/22/2024

  I am sorry it had to come to this for us to explain our policy. Had this been an issue within our contractural warranty time period we would have sent someone out to handle this free per the terms of our agreement. As we always do. Since it is past our contractural warranty period, our policy is a $250 charge for us to schedule an inspection. I am certain ****** explained that if the leak can be repaired within that trip charge mobilization fee, we would certainly take care of any leak. If it was over the $250 we would write an estimate for approval and return and repair upon approval. We have been roofing for 15 years and this is our motto along with all of our fellow roofers, if the roof doesn't show visible signs of a leak within the first substantial rain, its not considered leaking. Unfortunately over time roofs leak and you may have to hire someone to do a repair. Unfortunately we are not in the business to do free repairs. I really hope you try to understand.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Carroll Bradford Roofing to re-roof my home. We live in an *** community (that the business actually has a physical address in) and required *** approval before project commencement. Our project was approved per the terms of the proposal sent to us on April 04, 2023 where the products selected indicated a WHITE drip edge. On October 23, 2023 our *** informed us that the project is considered a "not completed as approval" covenant violation after a recent inspection of the home. We did not authorize Carroll Bradford to make the change to the drip edge color during installation as that would have required *** approval. No one discussed such change with us. Once made aware, as suggested by the ARC coordinator, we attempted to resolve this by seeking retroactive approval for the change to see if the *** would consider the change even though it was not part of the original approval- however, it was denied, citing that the *** is upholding their original approval. We are facing penalties from the *** due to Carroll Bradford's failure to complete the project per our contract terms and submitted *** approval. I have attempted to contact Carroll Bradford via email (November 14, 2023) and phone on November 16th 2023. I spoke with an associate who directed me to contact our project manager, ***********************. I left ***** a voicemail on November 16th 2023 and sent a follow-up text on November 17th, 2023. I have since been unable to get ahold of anyone to help resolve this issue. Carroll Bradford did not complete our project per the terms of our contract and as a result we face *** violations and penalties. We would like this issue remedied as soon as possible before we face damages. The drip edge needs to be changed to white (per the original agreement).

  Business response

  11/22/2023

  Hello ******!

  We're very sorry for the delay in response from your sales **** and our front office. I was informed that your sales **** ****** did get in touch today (albeit a late response), and that you were agreeable to having the drip edge painted to be in compliance with the **** I agree, we need to take care of this asap, especially as you are essentially our neighbor! Please do reach out to our production coordinator directly via **************************************************** who is already actively communicating with ***** on this. Again, very sorry for lack of communication over the past week, we'll get this taken care of.

  Customer response

  11/29/2023

  It's been a week since the business response. As you can see, **** (whom I was told to also contact in the business response) has not responded to one single attempt at contact. ***** has been responding sporadically. This is the last response I received. Apparently it goes through their warranty department but they did not complete the project as per the contract terms- therefore the job is not completed. I don't care who fixes the issue, warranty or them- but they need to remedy this immediately before I face HOA damages as they violated our contract. The complaint will be closed at the end of the week (per your last email) and I am still not satisfied with the business response since no action has yet been taken. Can the complaint stay open until (and if resolved), please? thank you. 

  Customer response

  11/29/2023

  It's been a week since the business response. As you can see, **** (whom I was told to also contact in the business response) has not responded to one single attempt at contact. ***** has been responding sporadically. This is the last response I received. Apparently it goes through their warranty department but they did not complete the project as per the contract terms- therefore the job is not completed. I don't care who fixes the issue, warranty or them- but they need to remedy this immediately before I face HOA damages as they violated our contract. The complaint will be closed at the end of the week (per your last email) and I am still not satisfied with the business response since no action has yet been taken. Can the complaint stay open until (and if resolved), please? thank you. 

  Customer response

  12/07/2023

   
  Complaint: 20902808
  
  I am rejecting this response because:

   

  Consumer

  Most Recent Message

  Date Sent: 11/29/2023 6:53:42 PM
  It's been a week since the business response. As you can see, **** (whom I was told to also contact in the business response) has not responded to one single attempt at contact. ***** has been responding sporadically. This is the last response I received. Apparently it goes through their warranty department but they did not complete the project as per the contract terms- therefore the job is not completed. I don't care who fixes the issue, warranty or them- but they need to remedy this immediately before I face HOA damages as they violated our contract. The complaint will be closed at the end of the week (per your last email) and I am still not satisfied with the business response since no action has yet been taken. Can the complaint stay open until (and if resolved), please? thank you. 

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

  Customer response

  12/12/2023

  The business continues to ignore my attempts to get this fixed. 

  Business response

  02/15/2024

  I truly believe this issue was handled per an agreement with the homeowner. If this isn't the case, please provide us with the information so we can make this right.

  Customer response

  02/15/2024

   
  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, although the company they hired to paint the drip **** did a sloppy job. Regardless, I am agreeable to closing this complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CB installed a new roof five years ago. I’ve had leaks on my roof while it was still under warranty. They sent a repairman once. When the second set of leaks sprung up in the bathroom they stopped answering the phone or returning phone calls. I have left multiple voicemails and sent emails. Now I have costly repairs to take care of inside the house and will have to pay for a repair with another company because I can’t risk a leaky roof going into hurricane season. In short. CB is not honoring their warranty on a brand new roof they installed.

  Business response

  09/05/2023

  After looking into the project notes, this customer is a personal friend to the Project Manager on the job, the Project Manager is no longer with ** ******** so we apologize for delayed/lack of response on the matter. The roof is under warranty with **** a ****** ****** Warranty. We encourage the customer to open a claim with *** using the following link so that *** can determine if the issue(s) is covered under the warranty. If deemed to be covered, they will send either us or another *** company to resolve. ********************************************************************

  Customer response

  09/16/2023

  Carroll Bradford did respond and finally sent a repairman. It’s unfortunate that I had to turn to a third party to receive the service I was owed but I am satisfied with the outcome and the leak appears resolved at this time. They did not make any attempt to repair the damage the leak caused to my ceiling and wall.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had roof replaced. Endured 9 Major water leaks in to the house. NONE of the exposed exterior vents and pipes were properly caulked per contract. Everyone one of them leaked. Attic was FULL of debris from roof removal when workers used open vent holes as trash cans instead of properly disposing of old roofing material. (UNACCEPTABLE) Dozens of eMails, voicemails to company and install supervisors go unanswered. Finally told they don't check support mailbox listed on web site anymore! Installers damaged the side of my Dormer, breaking stucco with crowbars, failed to install caulking per statement of work. Failed to install drip edge on sides of dormer. Failed to use Peel and Stick Water and Ice shield (per contract) up against dormer to prevent water intrusion. Damaged Dormer side wall that now has to be repaired and repainted (Celebration HOA Violation). Water intrusion in to attic that damaged front Bathroom ceiling over shower under dormer window. Water and mold damage to trusses, underlayment and drywall. Multiple Bathroom exhaust fan vents were never reconnected and abandoned. I had to fix ALL of them properly. Facia Venting all around house FULL of debris. See pics. I paid extra for Peel & Stick Ice & Water shield as paper underlayment does not stop water intrusion. It was Never installed (Contract FRAUD). Pics. I had to install 3 catch trays in attic under Dormer area to catch water intrusion from rain in summertime in Florida to prevent further damage to inside of building. See pics of amount of water from a single rainfall. Carroll Bradford forged a COC document (Completion of Work Contract) with Osceola Permitting/Inspection department (Notified) and our Insurance company stating all work was completed when they knowingly knew project was incomplete and damage still existed by their workers. Desired Settlement: Repair ALL at Carroll Bradford's Expense or have it repaired by 3rd party and Carrol Bradford pays for all bills.

  Business response

  07/19/2023

  We have contacted the homeowner directly to inform him that claim falls outside of our 2 year workmanship warranty. He will need to contact GAF directly to file a claim with them. We provided instructions on how he can file a claim with GAF that falls outside of our workmanship warranty period. Thank you. 

  Business response

  07/19/2023

  We have contacted the homeowner directly to inform him that claim falls outside of our 2 year workmanship warranty. He will need to contact GAF directly to file a claim with them. We provided instructions on how he can file a claim with GAF that falls outside of our workmanship warranty period. Thank you. 

  Customer response

  07/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Carrol Bradford Personnel ARE IDIOTS!  THEY DID NOT READ THE COMPLAINT!!!  I did NOT require nor REQUEST ANY fixing of the roof!!!!  Their workers purposefully damaged my Dormer and left it that way creating a huge water leak.  SEE PICS. Purposeful NEGLIGENCE and damage to my property while they were working has NO time limit!!!  ANY AND ALL damage done to my property due to their workers negligence, and subsequent leaving it that way knowing FULL WELL that they did the damage, is litigious. Carrol Bradford is required to fix and repair the damage to the dormer and failure to complete the job at their expense.  The county of Osceola is being contacted as Carrol Bradford submitted a COC with FALSE information that the job was completed which is a Felony knowing full well the damage was done to our property by both their workers and their supervisors.  We are alerting Osceola County permitting and Inspectors to place a HOLD on their license to perform work in Osceola County due to them filing FALSE information to the county.

  Carrol Bradford has 20 days from 7/20/2023 to fix and repair the stucco and side walls to our Dormer of a civil suit will be filed in Osceola County against their company as well as a HOLD on any and ALL new and existing work in Osceola County.  Additional fines and penalties may be enforced by the Permitting and COC inspectors of Osceola county against Carrol Bradford for filing FALSE paperwork.
  

   

   

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

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Carroll Bradford replaced my roof and we have had a leak ever since. I have called several times, but the leak has not been repaired. An employee has come out and performed a quick repair on two separate occasions. Both times the employee stated that if this did not fix the problem to contact the office and they would send someone right back out. I have tried to contact the office, but no one returns my call. I do not know what else to do to get this issue resolved.

  Business response

  04/28/2023

  We have communicated directly with the homeowner and the repair has been scheduled.  Thank you! 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  These people installed the roof on a major beachfront renovation. There have been a few issues of improper installation requiring a warranty visit to rectify, and a few suspected roof leaks, but these people never return messages or seem to care about repairing warranted work. They have cancelled numerous appointments and the problems (which possibly include using regular nails on an oceanfront roof that are rusting) have not been addressed.

  Business response

  04/25/2023

  We communicated directly with the homeowner and let him know that our expert repair technician will be at his week to make the repairs.  Thank you. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  New roof installed sept 2020 roof has leaked since installed- previously Carroll Bradford responded to my calls a number of repairs were attempted- roof has leaked worse since repairs- have had 5 repairs by CB but since May of 2021 CB has not attempted any repairs, the “inspectors” don’t get repairs schedule and for last 6 months I have been leaving a VM every week- call was answers by Erin/Erica 1 time they said my calls would be returned- been 3 months since speaking to anyone there- have a 5 year warranty with CB - a separate roofing company sent by GAF (shingle producer) came out and found numerous places that need repairs- due to installation /repairs not being done correctly

  Business response

  04/10/2023

  We have already contacted the customer directly and made the repairs. Thank you! 

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:  No repairs have been completed, Carroll Bradford has not responded to any of my phone calls and nobody has called me to address this complaint. The response from Carroll Bradford is inaccurate and untruthful.

   

  I have left a Phone message once a week since 1 Feburary, my complaint was filed on 4 APR 2023 and nobody at Carroll Bradford has called me, emailed me or has been out to property to make repairs.

  My roof is still leaking as recently as this past weekends rains. I have interior damages to the ceilings in 3 places inside my home from the leaking roof that have not been repaired.  My roof is still under warrantee with Carroll Bradford. 

   

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

  Business response

  05/12/2023

  We have communicated directly with the homeowner and have scheduled the repair next week to resolve her matter. Thank you. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Roof was installed about 9 months ago. 2 months ago, we discovered a leak in the bathroom coming down both walls in a corner. In the adjacent closet the ceiling is stained and so are walls. It took over three weeks after many calls for them to send someone out. He said they would come back and perform a leak (flooding) test. After waiting another week, we called and called, finally they said they would call right back. Still waiting. now every time we call, we get the machine and never get a return call.

  Business response

  04/10/2023

  We have communicated directly with the customer and the repair is scheduled for this Friday. Thank you. 

  Customer response

  04/11/2023

  
  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.
  
  Sincerely,
  
  ******* *****

  we will wait till Friday to see if roof is repaired.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 06/14/2021, Carroll Bradford Inc. installed a new roof on my home for which I paid them $20,250.00. The installation came with a Silver Pledge Limited Warranty that included a two year "workmanship" warranty against defects of workmanship. On September 28, 2022, we experienced several roof leaks which caused significant interior damage, all of which were photographically documented. Specifically...ceiling staining from a newly installed family room skylight which was dripping onto our hardwood floors, ceiling staining from the corner of the same room and ceiling staining on the other side of the house in my office. Carroll Bradford at first sent a worker out who tarped the skylight using my spare driveway pavers. That blew off after the first rain and wind event causing more interior damage. A second rep was sent out who acknowledged specific areas of substandard workmanship. He caulked some of those areas. A third rep came out and repaired the roofing areas although no water testing was done. I have been trying over these past five months to get the interior damage repaired. The owner, Jon M**** would not return any of my calls nor would any members of management despite numerous calls, emails and a personal visit to their office at which time they told me everyone was in a "meeting." On February 1st, a contractor came out a pained the ceiling in my office leaving the two family room areas untouched. He told me he had to get approval to repair those areas but the company was in arrears in paying him. I have not heard back from Carroll Bradford and/or the contractor as of this date. It has now been five months since the water damage was incurred and I fear that mold and mildew would be growing. I am 76 years old, a Vietnam war veteran and a retired Orlando Police officer. In all my years, I have never "personally" experienced this type of consumer issue although I cannot rule out the exploitation of the elderly.

  Business response

  04/10/2023

  Our office communicated with him directly on 3/29 and coordinated his roof repair. Thank you. 

  Business response

  04/28/2023

  We have communicated directly with the homeowner and have already made the repair last weekend. His issue has been favorably resolved.  Thank you. 

  Customer response

  05/03/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Carroll Bradford Roofing $18k to put a new roof on my home in December 2021. My roof started leaking in February 2022. I notified them immediately, they did not respond or address the issue right away even though a lot of rain was expected and my ceiling inside was showing water damage. When they sent someone out in February 2022 they claim the Leak was Caused by: Water flowing through gutter and draining along sidewall where stucco is cracked causing intrusion through sidewall flashing. They supposedly: -Re-sealed flashing on both sides and Installed kickout to divert water flow from sidewall. In Nov. 2022 the roof was still leaking (slow) and did even more damage to the ceiling inside. Where the water is leaking on the roof looks terrible. Someone came out on 1/6/23 but again did not complete the job and my ceiling maybe expose to more damage and mildew. I need them to fix my roof and ceiling inside once and for all. Its very difficult to reach them they want call you back for weeks.

  Business response

  01/25/2023

  This roof was repaired 1/24/23. Interior work is being scheduled.  Thank you! 
  
  

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