ComplaintsforGonzales and Sons Roofing

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Gonzales & Sons Roofing because I had 3 leaks in my roof. When they finished I had 6 leaks in my roof. They have since repaired 4 leaks under warranty leaving me with 2 leaks. I have left phone & text messages to find out when the last 2 leaks will be repaired. But they don’t respond. They won’t answer. One of the 2 leaks is creating ceiling damage. Who pays for that?
  

  Customer response

  01/11/2023

  They sent two men out to do repairs on leaks yesterday. Will wait for the next rain to see if this is final call out. Thank you for assisting with this. 

  *** *******

  Customer response

  02/23/2023

  After ****** contacted Gonzales and Sons they contacted me with the name and phone number of a roofer who does repairs for them. I called and they came to the house and did some work. I won't know if their work was effective until I get a significant rain and that hasn't happened yet. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced in summer of 2020 during the process of buying our home. We were assured that the warranty on our roof was transferable. As promised, we received a 7 year warranty in our name shortly after roof completion. I contacted the company (left a voicemail with our information) in July of 2022 requesting they come to complete the routine two year matenence described in their warranty. The company did not return our call/request. Last week, during rain showers, our roof began leaking and I contacted the company on 10/06/22. The woman who answered requested I hang up and send a text with my information and she would be back with me that day or the next as she had "just left the office". I was concerned as the rain was expected to continue for several days and I did not the accumulating dry wall damage to worsen. I did not receive a reply. On Monday 10/10 I reached out again to try and have them come to my home and repair the leak. It is 10/12, I have made 4 attempts to contact this company and I have yet to receive any information on how they will complete required matenence or repair the leak. The roof continues to leak with rain and cause further drywall damage.

  

  Business response

  10/16/2022

  Hello,

  I apologize for the inconvenience this has caused.  On 10/6/22, the phone was still being managed by our secretary who is no longer with us.  Her last day was 10/7/22.  I did not have a text message or any missed calls because the phone was turned off for the weekend of 10/7/22.  She also did not leave any records or notes for us to follow up with customers who had been in contact with her the previous week.   While there is no excuse for this type of response, I would like to be given a chance to correct the situation.  

   

  I can go out as soon as tomorrow, 10/17/22 if this is convenient for you.  I understand your frustration and would like to resolve this issue as quickly as I can.  

   

  Again, I apologize.  This type of customer service is not acceptable.  Thank you for filing this with the BBB, or we would have never known there was an issue like this. 

   

  Best regards,

   

  Isaac G******* 

  President, Gonzales and Sons Roofing

   

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company was contracted to replace the roof on the house through an insurance company as part of the purchase of the house. It was purchased on 14 August. On 24 August the roof was replaced. In doing so the air conditioning line was punctured and the Freon leaked out causing damage to the unit and making it inoperable. On 27 August there was a moderate rain and it was found that the roof leaked badly in one spot, so bad that the dry wall ceiling is soaked and falling. On 01 September there was a heavy rain and another leak was found around the furnace exhaust through the roof. The roofing company claims the air conditioner line was installed violating code. We had two companies inspect the air conditioner and both said there was no such code, ****** *** and *** ********, we paid for the inspections. They have not responded about the leaks. We have pictures of the leaking areas and the damaged air conditioner line.

  

  Business response

  11/09/2021

  Gonzales and Sons roofing has been in contact with the customer and has completed all repairs requested by the customer. 

  Customer response

  11/11/2021

  [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,
  
  ******* *******

*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. ↩