ComplaintsforFerguson Roofing & Exteriors

• Initial Complaint

  10/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted three bids with Ferguson Roofing this year for roofing, gutters and siding. I was looking for windows and Ferguson referred me to ****** ******* citing they work closely with them on jobs. So I contracted ****** ******* to do a window replacements and a small modification to the front living area window. A smaller window will be replacing a larger window. Ferguson Roofing contract states that they will return to repair the siding after window installed

  

  Business response

  10/05/2022

  We have this project closed and have for some time.  Upon receiving the complaint, the President reached out to the homeowner for clarity on the complaint and intended resolution.  The response back was vague and dismissive, stating the President should be better informed.  This creates a cyclical argument, as it seems the information Ferguson has is insufficient while the homeowner does not provide more clarity.  Ferguson Roofing does not understand how a refund is applicable.  All work is complete.  At this point, the project is still closed on our end.  We will reconsider if new, compelling information is shared.

  Customer response

  10/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  The President was responding to a personal email to me,  I will include it if I have room. The president *****,  was instructed on commenting on the details of the complaint. There was not rebuttal to to any of the evidence I presented. Basically ***** stated the contract was closed. Clearly by the photos and statements in my submission nobody came to finish the work after 3 weeks waiting and months of complaining. That’s my answer to the contract being breached. Everyone at ****** ******* and Ferguson knew ***** ****** was keeping the project from finishing. There is no “Cyclical” arguments. There are no vague and dismissive responses. Please *****, answer the questions in my submission. What’s wrong with admitting to a mistake and owning up to it.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2021 Ferguson Roofing company replaced our roof and gutters. With the recent heavy rains, we noticed water was coming into the house from the back area near the eat in kitchen area. I called Ferguson Roofing on or about May 23, 2022 to explain what was happening and asked if someone could come out and check out the issue. Water was damaging our interior wall and our wood flooring. I was placed in the service departments voice mail and by mid week had not heard anything back. I called again on the May 25, 2022 and was told someone would be calling me. By June 6, 2022 no one had called me back. I called again on June 7, 2022 and after telling them I was going to contact the "BBB" they said they would schedule me for an inspection and someone would be calling me within 24 hours. On June 13, 2022 I called complaining I still have not heard from anyone and that everytime we had heavy rains water would come in the continue damaging my wall and floor. Here it is June 15, 2022 (over 2 1/2 weeks since my first call) and still no one has called me back to schedule a time to come or reached out to give me any reason why they haven't called.

  

  Business response

  06/21/2022

  We have already been out to the customers home to assess and partly resolve his concern.  This is a copy of an email I sent him to detail our assessment and proposed resolution.  It will suffice as our response to the complaint:

  Good day,
  
  First of all, apologies for the delay in responding to the initial service request.  Historically, we are much more timely with such calls.  You should expect a faster response from us in the future.  As well, our communication about our responsiveness should be better.
  
  Regarding the findings, I am not sure if ****’s explanation was fully understood.  The wording in your email suggests it was not.  I will be clearer about both the problem and the resolution.  The main issue is that the gutter guards were packed with natural debris.  The guards did their job to keep the gutters and downspouts from clogging.  The guards, though, need to be clear so water can drain properly into the gutter.  To be direct, there are NO gutter guards that prevent natural debris from sticking to it.  The upside is that cleaning the guards is WAY easier and cheaper than cleaning gutters.  As well, the guards only need to be checked and cleaned a few times per year.
  
  As you know, we went ahead and cleaned the guards off at our last service call.  This is not a normal warranty item though.
  
  The other issue is the way the siding was installed around the termination of the gutter.  As you know, we did not install the siding. We did install the new gutter like the old one was installed.  The endcap was sealed where it meets the siding.  This will work just fine.  It is possible that the sealant can shift or fail at some point, allowing water to enter here.  A solution is to pull the gutter, cut it down about an inch, install a full piece of siding in that area without the j-channel, and rehang the gutter.  This will remove the sealant and any flashing detail as a point of water entry. 
  
  Neither of these items is poor workmanship related to what we did.  The first is a maintenance item.  The second is modifying the work of others.
  
  As a resolution, we already addressed the maintenance item of cleaning the guards. We will correct the siding/gutter tie-in for no-charge, even though it is outside of our warranty.  We do want to see your home dry.  As for interior repairs, we cannot help their as we are not responsible for the water intrusion.  Our workmanship was not faulty.
  
  On a related note, be aware that the volatility of rains (more rainfall in shorter bursts) is steadily increasing.  This has been an issue for the last few years.  We have seen the best designed drainage systems be overwhelmed with our weather, more so now than in the past.  This means any maintenance must be more vigorous going forward.
  
  This is a link to pictures highlighting what was discussed in the email: *********************************************

  Customer response

  06/22/2022

  Complaint: ********
  
  I am rejecting this response because: The company does not feel the damage to the interior of the house was a cause of "poor workmanship".  The installation of the gutter was done by there authorized installers and prior to this installation we did not have any problem with water coming into the house.
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract in September. I gave them 1800 down. They didn't start the job until October 12th and then they asked for an additional 1500 and asked me to sign an additional work order modification. Now they have said the job is done, but they haven't finished it. They took siding down, but haven't put it back up. I've had to continuously call them for fascia, and the whole work order is undone.

  

  Business response

  11/10/2021

  Everything in the following response has been explained in great detail to the homeowner.  This was most recently done at a meeting at the property that included the President and technical director, before this complaint was filed.  A roof was under contract.  Upon tear-off of the existing shingles, there were concerns beyond just bad decking.  There is a clause for replacing bad decking in the original proposal.  The additional repairs to the structure were beyond that.  We put a change order together, reviewed it with her and had her sign off.  The change order was very clear what the scope of work included.  Additionally, the home had further disrepair where the roof meets dormer walls. The existing siding was rotten and failing.  From tearing off the original roof and efforts to properly flash, the siding was further damaged.  To keep those areas watertight, we removed the rest of the failing siding (in those areas) so we could temporary those areas to keep the home watertight.  We have a specific clause in our roof contracts (on the front page) that outlines this possible scenario and potential additional costs.  At the conclusion of the meeting referred to earlier, we are preparing a bid to re-side those areas as well as a bid to reside other areas (that are beginning to fail).  We have all the documentation and photos to be reviewed at any time.  Ultimately, this is a home that was needing various exterior repairs for some time and the current roofing project was the catalyst to highlight such issues.  None of the damage was from negligence by our installers.  As well, all of this was communicated to the owner through the entire installation.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a condo and share my exterior roof with a neighbor. My neighbor hired Ferguson Roofing to replace his side of the roof.This company removed and failed to replace the flashing that was in place to keep all the water from running onto my side of the roof, this caused water to get into my skylight and leak into my home. I had to hire a contractor to replace the flashing this company should have done. This company continues to say that they will reach out to me, but then they never do.

  

  Business response

  10/14/2021

  We replaced the neighbors roof in early 2020, over a year and a half ago.  This is the first we have been informed about any leak.  We reached out to Ms. ****** to get more information, specifically details from the contractor she hired.  She informed us that the BBB has everything. We have not seen this additional material yet.  At this point, given the significant time that has passed, the lack of information and unwillingness for Ms. ****** to meet us, we can not accept any responsibility for the cause of her issues or accept responsibility for fixing it.  As new information may be presented, we will certainly reconsider our position so the situation is handled fairly and appropriately.

  Customer response

  10/18/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  There are three more photos coming and my repair person ***** ******* was supposed to have sent you his invoice copy while I await my cancelled check from my bank. 

  
  

  I completely disagree with the Roofing company's response to you! I called them several times over a period of three months and only received a promise that their insurance company would contact me, which never happened.
  
  
  Sincerely,
  
  ******* ******

  

  Business response

  10/18/2021

  Thanks for sending some of the requested information. We are still awaiting the contractor estimate/invoice.  As for contacting us, I am not sure who she would have spoken to.  We would not have involved our insurance company for a claim such as this.  More notably, we do not believe there was existing "flashing" in the area she is referring to.  Please see attached before picture of the project.  As well, the flashing that was added by this other contractor may cause potential leaks to other areas of the roofs with heavy rains or snowloads.  It is llikely her skylight flashing was in need of repair, but we cannot confirm this without a site inspection (assuming no work was done to it recently).  Given this information, I am not sure how Ferguson Roofing is responsible for a leak to her skylight.

  Customer response

  10/19/2021

  In my response that I gave this morning, I accidentally put the business name ******** ******* instead of Ferguson Roofing. The response is all correct, except the business name is supposed to say Ferguson Roofing. 

  Customer response

  10/19/2021

  Complaint: ********
  
  I am rejecting this response because: I have submitted my bank statement showing the amount paid token *******, am awaiting copy of check from bank along with a statement from mr. *******.  As for the roofing company response regarding the flashing they seem to not know if I had flashing to begin with, not sure of the phone calls made to them, or who answered my complaints, etc. I have pics of their workman going into my rood.  they also left their clients downspout hanging right over my skylight that caused much of the leak into my stairway.  I had just within the year bought this condo, had full inspection with no problems cited. There were no problems cited over the roof or the downspout .  I had a great deal of clean up to do over the yard and back parking lot, many roofing nails that I picked up and still have, many small pieces of metal and old roofing.  I believe ******** ******* to have sloppy workers without further supervision, and complaints department leave much to be desired.  I believe my complaints to them are legitimate and true.  
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/29/18, I had my roof replaced by this company. I paid $6500. There were minor issues at the time. Some parts didn't look quite right, but I let that slide. A year later, I noticed the shingles were up on one edge on the house. I called them about it and they told me they would send someone out in 7-14 days, but no one showed up. I called on 9/1/2021 with a leak issue. There's a leak in the garage. They told me they would come out in 7-14 days. It's been over two weeks and no one has shown up. I have left several messages, but they haven't returned my calls. There's a 35 year warranty on the roofing materials and 15 year warranty on the installation, so it is still under warranty.

  

  Business response

  09/20/2021

  Good day.  This matter has already been resolved.  Admittedly, our response time has been slower than normal due to current circumstances.  Our tech did inspect the roof.  The leak was from a sheathing fastener backing through the shingles.  There were other issues identified on the roof such as bullet holes.  None of this is warranty related or connected to the installation of the roof.  We have provided an estimate for the repairs.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid Ferguson Roofing to install a new roof on my home. Contract included ridge venting on main ridge. My home has three main ridges. Only two of the three main ridges received ridge venting. Contract does not give detail on ridge description or number of ridges to receive venting. Ferguson Roofing will not return my calls and they will not place ridge venting on the third main ridge. Two of my neighbors with a similar home and roof have venting on all main ridges.

  Customer response

  08/23/2021

  I would like to request that the complaint I filed against Ferguson Roofing, reference number ********, be withdrawn. All concerns have been remedied.
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the absolute worst experience with a contractor I have ever had. My chimney was tarred over after I was told that would be the absolute wrong thing to do. I requested it be removed it is STILL there. I received a nasty email demanding payment AFTER I paid my balance. I sent an email expressing my concern and requesting a follow-up, all I received back was an "ok thanks". I still have tar on my chimney. I still have not received the requested pictures of the repairs. After all of that, my ceiling is leaking again in the exact same spot.

  

  Business response

  08/08/2021

  
  This situation is a bit challenging due to the overall condition of the roof and much of the exterior.  Our technician bid the most obvious repair in the area of immediate concern.  Apparently it was still leaking after our repair and we believed it was coming in from a masonry issue we were not contracted to fix, as our repair scope was strictly for the roof.  During the initial repair, though, our roofers did apply roof cement over one failing brick area, which stopped any leakage there.  There was confusion with the masonry estimate that was to follow.  After reaching out to us again,  the owner then became involved and had a technician back out there the same day.  The roof repair was touched up and ideally that will stop the immediate leak.  During that visit, the technician highlighted to the homeowner, with pictures, deficiencies in other parts of the roof and to other areas of the exterior.   These problem areas may be co-culprits with her current leak or will be (near) future areas of water infiltration.  The current contract is completed.  The next step for the owner is how much she wants to invest in addressing the other areas of disrepair to the home.

*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. ↩