Complaints

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• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On or around April 20th, 2023, work was performed at my address at ************************* ***** by *********************, a tecta america company, after I contacted the company with a complaint of leaking around a chimney. The estimator arrived, went on the roof, and took a look at the problem. He acknowledged that there was a gap in the flashing around the chimney, and I asked him to reflash the chimney. I wrote a check for $615 on 4/20/2023.Over the next 6 - 8 months, we had a rainstorm or two where I noticed leaking. When I finally contacted the service provider asking if they could provide me with a refund or finish the job for the amount minus what I have paid, they summarily refused. I want a refund or the work finished, period.

  Business Response

  Date: 01/17/2024

  I spoke with our location president in ******. He clarified that they have experienced several storms in the past four weeks, including high winds and heavy rain. This person only notified them last week regarding a leak in the same area along with metal flashing becoming detached from somewhere on the same house. They demanded that we revisit the area that was repaired last spring and repair an additional area that was not part of the original scope of work at no charge. We declined. We will not perform work for free. They were insulting on the phone and hung up on the secretary. Our location president was in his office and heard the entire conversation. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21113672
  
  I am rejecting this response because:
  
  Regarding the phone call, I simply asked for a refund for the work provided or for someone to come and complete the work properly.  I asked for my chimney to be reflashed and paid for it.  You didnt complete the work.  Storms don't ruin brand new chimney flashing.  On the phone, your secretary, who was offended at me asking for a refund, told me that they do not stand by their work and that there were no refunds offered.  If you don't stand by your work, maybe customer facing jobs aren't for you.  I will reject the response until a refund is offered or the work is completed
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/17/2024

  In regards to ******************************* response:

  
  We stand by our work.
  We completed the work back in February of 2023 and you paid for the service in full.
  You do not get refunds for services performed and completed.

  Clearly, this has been incident free until recent severe weather events which have caused new areas of damage for the complainant. Also, the storms we had uprooted trees and ripped roofs off so the comment that a storm cant ruin new flashing is false. We have customers who lost entire roofs during these storms. Here is a link to the recent newscast: *************************************************************************

  Governor ***** has put our county in for federal funding due to the storm damages to property requesting millions of dollars for needed repairs! His flashing is not exempt to 70 mph winds

  Simply put, he would like us to service his new requests for free.
  We suggest he find a new roofing company for his new requests.
  
  This should be taken down and **************** should not be allowed to make false statements.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21113672
  
  I am rejecting this response because:

  Your secretary said over the phone that you don't stand by your work and that is why you don't offer refunds.  Which is weird, because here you are telling me that you do stand by your work.  You wouldn't possibly be making up company policies on the fly just because you don't want to be accountable for bad work and customer service, would you?  Do you think maybe you can ask the manager what was actually said, since he was supposedly standing in the room while I was on the phone?  Of course you can't, because he wasn't standing in the room.  Just like you didn't complete the work I paid you for. 
  
  I will accept:
  
  A. A refund

  B. Completed work

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