ComplaintsforHorch Roofing, Inc.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horch Roofing arrived at my house to replace the roof. They stripped the old roof off just before a complete soaking by a thunderstorm. My beautiful beams of my timber framed home got unremovable water stains all over them. We complained and Horch reduced our bill, however issues continue. When it rains our roof leaks. Horch has been out to 'repair' 3(?) times but the problem still occurs. Just today it rained and again it leaked. Now I have sheetrock falling from the area and water stains/dripping down my chimney. I have an estimate of repair to the inside damage of $1700, however I need the leak to be fixed before any painting/repair can be done. Horch is slow in responding to our calls.

  

  Business response

  03/15/2024

  As soon as we received this complaint we reached out directly to the homeowner as we have when he contacted us in the past. We have endeavored to address every issue brought to our attention. Our General Manager, *************************, is working directly with the homeowners on a resolution. We will be performing a water test to rule out leak causes. As with any customer experiencing an issue we strive to be prompt and have open and thoughtful lines of communication. Thank you, Horch Roofing

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Horch to remove our old roof and install a new one for $6765.00. They completed the job on Oct 5 and 6, 2022 and we promptly paid them in full per the agreement. The company promised us "first rate service" and the "job done correctly the first time". We received none of that. The crew showed up on a cloudy day with rain in the forecast, and rain it did. But that didn't stop them from tearing off the old roof and prepping new materials for installation. Eventually, they concluded the rain would prevail so they packed it in and came back the following day. All of the new materials(1/2" H/D SecureShield Poly ISO and EPDM Rubber Roofing) were wet so they attempted to dry it out in our driveway. After some time passed they correctly realized that where their car was parked received more sun. In the process of moving their car out to the street, they drove over the 7x15 piece of rubber. That piece of rubber is now on our roof, with pieces of gravel embedded underneath. Another significant problem is that the drip edge was installed higher than the previous so that we now have ponding at the edge. A supervisor who later came by to address our complaints says that the salesperson should have offered their tapered Poly ISO product which would have solved this issue. The previous roof did not have a drip edge higher than the roof surface and therefore no ponding. But had we been offered this tapered product as an improvement to help the flow of water, we surely would have agreed to their recommendation. The day after they finished the job, we noticed hundreds of blisters over the entire roof, at the seams and everywhere else. We contacted Horch and were told they would go away. But they havent, it has only gotten worse over the past thee months with additional bubbles and blistering. We have communicated these issues to Horch in repeated emails, by phone, and in person. Horch has simply ignored our concerns and so we're filing this complaint.

  

  Business response

  01/13/2023

  Hi *****,

  Thank you for reaching out and letting us know your concerns. I'm very sorry that you feel that we've missed the **** with our communication on this project. You should be hearing from our General Manager soon to go over your concerns.

   

  Kind Regards,

  Horch Roofing

  Customer response

  01/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  Dear Horch,

  Thank you for your response. However, it does not address our complaint, which is about your unsatisfactory installation of the roof.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  09/12/2023

  Our general manager spoke with the homeowner at the time of the original complaint and resolved it to the homeowners satisfaction.

  I spoke with ******************** today and he stated that he has not sent any additional complaints and that we have resolved his concerns to his satisfaction.  Thank you.

  Customer response

  09/12/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brand new rubber roof leaked immediately, while under warrantee. **** began before I was billed for the work. It took them months until they figured out what they had done that was causing the leak. The Company told me they would cover the cost of repair against what I owe. When I turned in costs, company refused to cover my expenses. They said that the roof was rotten before they shingled it and gave me pictures that they had never shown me or discussed prior. I asked why didn't they let me know it needed repair before they re-roofed it. They said because they fixed it without bothering me. But then they said that the leak was because of the rot. I don't really understand what they meant by that if they fixed it. I said I wanted to do more mold testing and their reply was that not only the rubber roof but the other shingle roof job that they did a few months earlier would not be covered under warranty from now on and that any mold issues that *** have occurred because of the leak is not their responsibility because I didn't pay the bill. Note, I did pay the bill for the shingle roof and my expenses for the repairs were more than my bill for the rubber roof.

  

  Business response

  11/04/2022

  Thank you, for reaching out ************* 

   

  We take customer satisfaction seriously and we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback, as it will allow us to resolve any problems that occur and help us to improve our services.

   

  Your concerns have been passed on to our Senior Production Coordinator and we will be in touch as soon as possible.
  
  
  Thank you for your patience.

   

  Regards,

  Horch Roofing

  Customer response

  11/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Horch Roofing to perform a residential roof replacement (tear off and new roof). Horch did the job in one day on July 29th, 2022, very professional, we were satisfied with their work and paid them in full when we received the final bill. The night of July 29, it rained, and I discovered that the workers had cracked the seam on one of our gutters while doing their work. I left a voice message for ***********************, the Horch ******* on our job, over the weekend, and he contacted me on Monday 8/1. I explained about the cracked seam and he suggested waiting for a good rain to see if there were any other cracked seams. I was unwilling to wait so I used the hose to put water on the roof and look for other cracks. I found one other cracked seam. I took pictures of the two cracked seams and texted them to **************** on 8/1. He responded that he would let the office know and wait for them to schedule him to come fix the cracks.I heard nothing for a week and after another rainstorm, I texted **************** on 8/8 for an update on the repair plans. He texted me back that he was waiting for the office to tell him when he could return to do the repair.I heard nothing for 10 days, and after an inch of rain overnight, I texted **************** yet again on 8/18 for an update on when he would be out to repair the gutters. Again, he told me that he was waiting for the office to schedule him to do the repair. I have heard nothing from him since the 18th.We are now 4 weeks post roof repair and nearly 4 weeks since I first alerted **************** that our gutters had been damaged, with no resolution in sight. One of the cracks is directly above our back door onto our deck and water leaking out of that crack back splashes through the screen door into the house. It is hard for me to understand how a business that did such a nice job with the roof replacement is falling down so poorly on fixing the damage that their crew caused.

  

  Business response

  08/26/2022

  Good Afternoon, 
  
  We take customer satisfaction seriously and we are glad to hear from you. First, we would like to apologize for the frustration you've been experiencing.
  
  We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur with our internal communications and help us to improve our services.
  
  
  We're honored that you've selected Horch Roofing as your service provider for your projects, and we'd like the opportunity to resolve your concerns and earn your continued trust.

  Our **************** Manager has reached out to you to work towards a resolution and has someone scheduled to come to your home today. Please let us know if this doesn't resolve your issue by reaching out to ************************* directly. 
  
  
  We are truly sorry for the inconvenience and hope to offer you better services in the future.
  
  Regards,
  Horch 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. ↩