ComplaintsforForever Metal Roof Company, LLC

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Forever Metal Roof replaced my asphalt roof with a metal roof. The roof looks great but there is one problem that we have reported that is currently unresolved after several months of waiting. The power mast boot base which is designed to be installed first under the new roof was not done so. It has a base that needs to be secured (glued) and installed under the roof to prevent water penetration. The new roof was installed and the base on the boot was cut leaving just enough material to be secured with numerous screws. This pasted winter, when the accumulated snow on the roof started to melt, the boot failed to keep water from leaking into my garage. There was water damage to the ceiling and mold has formed on the sheet rock. After waiting several weeks a new boot was installed using the same technique. When asked about the water damage I was told that someone would follow up and that because the area of damage was over the electric panel, the section damaged would just be patched. Because of the mold I stated that I was concerned about the extent of the unseen damage behind the panel. I have not recieved any further contact from the company. It took several phone calls to get the boot replaced. I was told that their procedure was the way it was supposed to be done. They also told me that someone would be stop by to see the problem. They chose not to and made a bad situation worse for not following up with this ongoing bad situation. Anyone thinking about using this company should insist that the mast boot be installed the way it was designed to be used, under the new roof.

  

  Business response

  09/26/2023

  Forever metal roof always strives to do the best and accurate installation of out metal roofs. Our Manufacturer’s installation process is not to go under the metal panels with a boot, or to cut a hole for a penetration and then seal with caulking. We installed the boot on this pipe correctly. FMR spoke with the homeowner and explained this. We replaced the boot to in the same manner as we did initially, but knowing and explaining to the homeowner, that it wasn’t the roof, or the boot that caused the leak. FMR is known for it’s service and we go back, as quickly as possible, for any issue that is presented to try and find the resolution. We apologize for the homeowner’s frustration, but do believe this was not an installation issue.

  Customer response

  09/26/2023

   
  ********** ********
  
  I do not accept the business's response as a resolution to my complaint because: [u 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.]
  The new roof leaked and the sheet rock ceiling was water damaged. They sent their employee to examine the damage and he had told me that the ceiling would be repaired. They never came back.There is nothing else to explain 

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

  

  Business response

  09/27/2023

  While I understand your rejection, unfortunately we would only repair interior damage when the issue was ours, which in this instance is not. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 2018 signed $40K contract w/Forever Metal for new black Everlast Everlock metal roof to be installed over synthetic underlayment over existing shingles. Assured work would be completed by 27 Aug. Not done, then told by 8 Oct. Work began 8 Oct. Crew did not speak English, and ripped existing metal roof off of potting shed attached to the house (not part of project). Roof damaged and siding stained when they put it back after urgent gestures to stop. Project proceeded sporadically over 3 months. Yard became dangerous mess: covered with razor sharp shards of metal, 100's of screws, used food and drink containers, & rusting tools left lying in the slush. Dumpster overflowing & half filled gasoline container leaking onto our driveway. Crew did not waterproof roof over foyer during project and water poured through - forced to tarp area ourselves. Project completed 17 Jan 2019. Leaks appeared 3 days later on 20 January: water dripping through electrical fixtures, down walls, freezing windows shut, through ceilings into kitchen. Mar 2019 the leaking roof tarped by Forever Metal. June 2019 flashing installed behind siding. Feb 2020 unauthorized photos of our home appeared on the Forever Metal website, and were removed immediately at our request (photos reappeared again November 2021). Feb 2021 leaks began again. Mar 2021 crew inspected area and noted another repair necessary to correct prior work. June 2021 work done. January, 2022 leaks began in same area, and other side of the house. Icicles through soffits, water and ice on siding, water staining, water through windows. Mar 2022 discussed next steps. Months of no updates. Arrived home on 22 Sept 2022 to find large, immovable, crate of metal roofing in middle of driving, blocking access to our heating oil pipe. Called & emailed company to remove crate immediately and we will find another roofing company to repair leaks. Want crate removed today. Called company ourselves and no call back with removal date/time.

  

  Business response

  10/19/2022

  CEO

  First, I would like to apologize for the delayed response. I have not been in the office to respond. I also thanks the homeowner for their patience during the install process. It was during the cold/snow weather and definitely took a lot longer than we would have liked. I also remember the initial leak in their foyer and getting the call on a Saturday or Sunday that this was happening. I had given the homeowner my personal cell so they could get a hold of me when needed, at anytime. We did not have anyone available to go up at that time and was their early Monday morning to tend to the leak. The yard was messy and there were materials on the ground, it was snowing and the driveway, where most of the material had been out was very muddy. We went back multiple times to clean up. In regards to the photos on the website, it was a misunderstanding on my part and as soon as the homeowner called they were immediately taken down. Unfortunately, the marketing group re-posted and again we took them down as soon as homeowner called and we disposed of the photos so the mistake couldn't happen again. In regards to the newest delivery, we apologize that the homeowner hadn't been called at the time they were dropped. We had been waiting for the materials for awhile due to shortages at the vendor and were happy to be able to get started. We have been attentive to the recurring leak and the new leak on the other side and have gone back multiple times to finds the issue. We were going to attempt to diagnose again, but were told not to come back. I understand the homeowners frustration, but we have been in contact with them very often and have been responsive to all of their issues as quickly as we could. We had the materials scheduled to be picked up as soon as the homeowner called us (I am aware they called the vendor as well, but it had already been scheduled and rushed by us).We don't want the relationship to end poorly, and If the homeowner allows, we are offering to go back and work on the area of concern as soon as their schedule allows. 

  Customer response

  11/02/2022

  
  Complaint: 18119088
  
  I do not accept the business's response as a resolution to my complaint because: We have no confidence that the business can fix the leaks based on 3 failed attempts and consistently poor communications. We will find another company to resolve the issues. No further action from Forever Metal is required.

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

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Noticed snow guards were damaged from this past winter. Called 4ever Metal Roof Company. After some phone tag received a call from “Mike” 6/22/22. He arrived at approximately 2:20 PM, did some repairs to the snow guards. Stated the metal panels were improperly installed and would have to order some new ones. 6/24/22 message left on answering machine from “Jim” stating to please call back to discuss options for the repairs, again no mention of cost. Called back and left a message, phone tag again. Spoke to “Jim” stated that we would need to pay an additional $1100.00 to have roof repaired. They do not warranty damage caused by the snow guards they installed, on our contract it states they are installed at no charge. No mention in the contract that the snow guards are not covered under warranty. They stated that it’s because since we requested them not that they were recommended. There is no indication in the contract in regards to customer requested versus contractor recommended. Nothing was mentioned about having to pay to have the roof repaired while “Mike” was at the house. Regardless they installed them and the panels, but we must pay extra for them to fix their own mistake. Original purchase was February 2020 and we paid $19,300.00 for the roof

  

  Business response

  07/05/2022

  CEO

  Mr. *******

  First, let me apologize if you didn't receive a call back in an acceptable amount of time. We do try to respond same day and I apologize that did not happen. Mike did go out to your home and inspect the snow guards and found that some had come off due to the heavy snow this past winter. We did install them for free as stated in the contract and we try to assess the areas where we install them, to the best of our ability, at the time. Our installer put the snow guards over the patio door in a pattern that we typically use, unfortunately some of those ripped out under the weight of the snow and ice. The panels, as you stated, were not installed improperly, nor were the snow guards. The panels were damaged due to the guards coming off. Our warranty is for issues with installation, which we cover 100 %. But, this was not due to an installation issue.  I am willing to install new snow guards for free, and was giving you a price to replace the panels. I am willing to come down on that price if you would like to give us a call. We do everything we can, and are very fair, in making and keeping our customers satisfied. Please give us a call if you would like to discuss further.

  Customer response

  07/06/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: If any part of the product sold and installed becomes damaged due to no fault of ours within the warranty time frame it should be covered.   It seems like a guaranteed flow of income to the company if the product fails doing what it is supposed to do.
  Sincerely,
  
  ****** ******

  

  Business response

  08/16/2022

  CEO

   

  We are resolving the issue with Mr. ****** and will be replacing the panels and snow guards as requested.

  Customer response

  08/18/2022

  
  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.  As soon as they actually do the work, the materials have been here since 8/11/22.
  
  Sincerely,
  
  ****** ******

  

  Business response

  08/29/2022

  We have delivered the replacement materials for Mr. ******'s roof repair; we are just working to schedule our service tech to get out to him. We plan to have the repair completed within the next couple of weeks. 

  Customer response

  08/31/2022

  
  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.  The work was completed 8/31/22
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Forever metal roof when doing my roof did damage to the foam insulation and did not tell me and had to cut hole in my ceiling to get up there to fix it myself and took me 2 and a haft hours to fix it and being 71 years old I should have not had to do this. And my yard was left in a total mass with nails, screws, metal cuttings and pieces of old roofing in my yard and my Nabors yard and that took me two days to pick everything up. I called there office on this two times and wanted to speak with the boss but no call back and think I should get a rebate on some of what I had to pay to fix what they did and my time up in the crawl space and taking two days to clean up there mess. And also to pay my Nabor $15 to fix a nail hole in his tire. I do not know if they are BBB credited but they should have respected me and my home.

  

  Business response

  04/19/2022

  We have spoken with Mr. **** (by phone on 3/22) to address his complaints. We would have gladly dealt with his issues ourselves, but because he had already taken care of what was needed, we agreed to reimburse him for the time and materials he used to repair the insulation, clean his yard, and pay for his neighbor's flat tire. When we spoke, he agreed that this was a satisfactory resolution and that he would take down this complaint. I will follow up with him to ensure he is satisfied and again ask him to rescind this complaint. Thank you. 

  Customer response

  04/20/2022

  
  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,
  
  **** ****

*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. ↩