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:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We have been trying to resolve this issue with this business for some time. They attempted to fix an issue with our roof. After the next rain storm, it began raining in our living room and ruined some art work and saturated our couch. I advised them of the situation with video evidence. They promptly sent out a technician to fix the issue, and upon his return he realized they had done work on an issue that did not solve the problem and was not necessary. He agreed to refund all labor charges and I agreed to not pursue a civil case for the property loss. He has given me the run around for months. I contacted HW so I could be certain the owners were advised of this issue so they could address it, and the woman who answered the phone refused to give me their contact information and stopped returning my calls. I don't like filing complaints against small businesses, but they have left me no choice. I am considering revisiting a small claims case for the damaged property.

  

  Business Response

  Date: 07/12/2024

  *****

  I apologize that my team did not inform me of the issue you were experiencing. I have reviewed your emails and communications with ****. I called him this morning to have him explain what happened and to find out how it got this far along without me being notified. The standard is that when any warranty concerns are made know my team is supposed to escalate that concern to either my business partner or myself. I do apologize for the delay in refunding the agreed to amount. Rest assured I had a very direct conversation with **** on his failing to notify me with the initial concern. It would have been as simple as CC me on the email. I will find out why my office did not provide my email address for this and why they didn't notate the your file when the calls came in. 

  It is my understanding that we did eventually find the root cause of the leak and resolved that issue, correct? Sometimes diagnosing leaks takes a couple trips to resolve. Please let me know if it hasn't been resolved. Again I apologize for this not being resolved sooner as **** had promised. Would a refund of $650.00, which is more than what **** mentioned we would refund, would that resolve this issue with you?

  ***** ******

  Owner

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

  Customer Answer

  Date: 07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  *Salesman ** ****** came to my home 9/2022, gave quote on doing a replacement roof on small addition on my home, contract signed 9/21/22, shingle colors were the only colors discussed to be changed, all other colors (flashing, drip edge) were to stay the same, install date was scheduled for 10/10/22, paid 1/2
  *an hour after the crew was due to arrival on 10/10/22, called the office (received no call to cancel/updates), was told the roofer broke down and that I would need to be re-scheduled, I explained to them that I took the day off, rescheduled a trip I had planned, and also had scheduled a plumber to be there to coordinate another repair that had to be done while the roof was off, my salesman was aware of this at the time the sale was made, I asked if all the supplies and the crew was available is there any way they could arrange transportation of them to my home to still proceed today, I was told no, I was re-scheduled to 10/14/22 where another day had to be taken off and I had to reschedule my plumber (which was a fee)
  *I would like to add my home had just recently been completely repainted (completion on 10/6/22) and any areas needing patched or repaired address, my home was in excellent condition upon the roofer's arrival
  *once all shingles were off the roofer told me I did not need any wood replaced and all wood was in great condition
  *once I saw the flashing going up (in black/house is very light cream), I asked if he could replace that in another color, he said no thats what the salesman ordered, same with the drip edge, I relayed to my salesman on the day of install (via text prior to roof being completed) that I wanted the drip edge and flashing to match what was currently up and what would match the house not black, he said they do not come in black, which I know is false
  *upon review of the final roof you can see from the pics, my house, wood decking and fascia were damaged in the install
  *trash/ nails left
  *salesman admitted mistakes since (Text)

  Customer Answer

  Date: 10/25/2022

  I previously had let the company know that I would not be able to inspect the roof from above until this weekend due to my work schedule (being dark when i got home). All of my issues that were documented had been noticed from the ground, this weekend I went on the roof and found several more issues
  
  * exposed nails on shingles
  *ridge shingles not applied to manufactures specs
  *gapping in multiple spots where flashing and counter flashing was applied
  * they asked for pics of trash and I got a pic, this was a pic of my second round of trash pick up I did not get a picture of the first round because I did not think it was going to come to taking pictures of trash, the first round was double this much trash atleast
  * 2 huge drip marks hanging over edge of drip edge and house
  *no permit pulled and have confirmed that permit was suppose to be pulled
  

  
  

  

  Business Response

  Date: 10/26/2022

  HW Roofing's understanding of the problem is:

  
  Drip edge is not white as you thought it would be given the existing was white
  

  --This is a simple fix it
  can either be changed to white or painted white

  
  Flashing is black
  against the house

  --Flashing was always going to be Black, Brown, or mill
  finish to coordinate with the color of the roof and metal accessories. You
  acknowledged that you thought at minimum it would be mill finish so it
  could be painted.

  ---White counter flashing is not available at our vendor

  ---This can be painted as it doesn’t matter what color
  it starts as each color is paintable.

  ---Painting of the flashing was excluded on the estimate

  
  Cracked fascia board

  --As
  our contract states we exclude pre-existing conditions to homes, known or
  unknown. As I mentioned before we have to be able to get on the area we
  work. We have to be able to do work in a workmanlike manner
  without having to repair everything that goes wrong. Sometimes things
  happen to other things through NO FUALT of anyone. UNLESS we negligently
  damage property we exclude those repairs.

  ---i.e., negligent damage
  would be we set material on the roof and it slid off and damaged your A/C
  condenser, sprinkler manifold, broke a potted plant; or we leaned our
  ladder against your gutters and smashed them; or we drop material off the roof and
  it mars up your painted wall, etc.

  ---In this case did we have to determine did we negligently damage the fascia or in the process of doing normal work did
  it crack due to its age?
  

  ---The good news is that this
  fascia board is not a structural issue. It’s purpose is to cap the end of
  your roof truss cavity and if soffit is necessary attach the soffit to, and this is an easy fix; fill it paint it.

  ----Quick example; plumber
  comes in to fix your water leaking at a stop valve at your toilet or
  sink. Finds the pipe is too short to make a repair to that valve and has
  to cut your wall open to extend the pipe so he can cut out the old and
  put a new one on. He does this but he doesn’t fix the drywall because he
  doesn’t do drywall.

  ----To say we damaged your
  house is not a fair statement.
  

   

  Exposed nails points in the soffit overhang behind the drip edge.

  --This is
  an unfortunate cosmetic issue. As stated in other communications it was an unforeseen situation that
  popped up during our normal course of doing the roof. We did nothing wrong
  here and this cannot be considered damage to your house, i.e. your entire
  roof has this condition, you just cannot see it. By mere definition of
  damage if this is damage to your home then your entire roof is damaged and would need repaired/replaced.
  

  --While you are correct
  in your belief that you do not like the way it looks, you cannot classify
  this as damage.

  ---On this item the most
  we really are at fault for is not recognizing that this situation could
  be considered unsightly to the end user. For that we do apologize. This
  is one of those unforeseen circumstances, in the end it is clear what
  happened and easy to do the should-of could-of known, but was truly an
  unrealized potential concern during the initial site visit. Given the location and
  limited visual area it simply did not register to **** as something that
  might become an issue.

  ---It is unfortunate that
  this is truly one of those, it is what it is. The only real question to
  be asked is who is responsible for making it look better. Our stance is that we are not responsible
  for existing conditions that may lead to an undesirable outcome known or
  unknown. Sometimes there are unintended consequences and require additional work, just like the plumber example above. At some point our work has to stop and if we did not negligently do something we cannot be held responsible for every alternate outcome.  
  

  Those are the four issues we
  understand you to have with our repair to the small section in the back of your
  home.

  
  In closing there is one last
  point to be made on this situation. We do apologize for the original start date not
  happening and the delayed communication. We will strive to do better when
  future situation arise like this one. We feel compelled to mention we are disappointed at how rapidly this escalated. We did the work on Friday 10/14. You
  were in communication with **** relaying messages back-and-forth. By Monday
  only 24 business hours latter you were already threatening to file a BBB
  complaint. Tuesday you were even more upset, even though you were talking with
  **** and he was telling you he was relaying your message to the owner. On
  Wednesday ***** called you back and left a message. You then called back after
  hours left a message and by 8:06 am Thursday morning you had filed this BBB
  complaint. This is just barely into the 4th business day post job.
  Our company had been communicating and as an owners ***** and I always try and communicate
  through our people first. If it appears it cannot be resolved at that lower level we then reach out, like ***** did. There was not a clear life safety issue or risk
  of continued property damage like a leak requiring emergency repairs or
  remediation. We had not sent the final invoice seeking final payment. Our contract has provision on how we remedy customer concerns. There is failsafe language to help reassure that we will come to a reasonable resolution. We were barely given 24 hours to respond before the threat of BBB complaint, even when an attempt was made by one of the owners to return your call on day 3 that wasn't enough to stay the complaint. 
  
  It is a little concerning that this
  blew-up so fast. For this very reason we feel it might be best to simply discount your
  repair and let you use the remaining 50% of your budgeted repair and hire someone you would be satisfied working with.

  We will honor our warranty
  if the only thing you do is paint the flashing and drip edge as those have no
  affect on the repair. So as long as you do not remove the nails or try and push
  them back up we don’t have a problem with you clipping the tips. However, I
  would suggest that a handyman could simply rip a pieces of trim to adhere into
  place and then paint and create a mini soffit (do not nail a piece upward as that could create a leak
  point).
  
  If this is the route you would like
  to go we will simply reduce your final invoice and show project as paid stating
  the warranty remains in effect, with those minor stipulations. We also would
  have you agree in writing to either remove the complaint from the BBB or mark
  it as satisfactorily resolved and to make no future derogatory comments
  publicly written or otherwise.
  

  Customer Answer

  Date: 10/26/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I have emailed additonal images and a response already to the better business bureau to add to this complaint, the top of the roof was not inspected until this weekend where other defects were found and noted

  this is not just a cosmetic issue  , it is a workmanship issue, this roof will not pass a housing inspection and will not stand up to last the amount of time I paid for

  if you review the communications, I did not mention a BBB complaint on the next business day so please review that again

  I was also informed by my salesman **** that he would be out the same day as the install to look at the roof, I gave him permission to come even though I would not be home and he told me ***** would be calling me either that day or that weekend, I informed him I would be out of town and he assured me I would have an email before I returned to set up an appt ASAP (all via phone), so please do not have your salesman promise things that can not be delivered, I escalated things because I was promised my issues would be adressed and they were ignored
  

  
  
  

  Regards,

  
  

  ***** *****

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/03/2022

  I met with the homeowner and went over each of her concerns. We discussed responsibilities and areas where the communication and execution could have been much better. We agreed to settle the balance due to a reasonable amount and HW would honor its warranty and still stand behind its work. We discussed ways for her to correct the cosmetic concerns and we re-sealed and corrected a couple other areas that were not up to standard. 

  Customer Answer

  Date: 11/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** *****