Complaints

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• Initial Complaint

  Date:12/01/2025

  Type:Service or Repair 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.

  Paid $10,000 to have a leaking roof repaired, but the roof still leaks.

  

  Business Response

  Date: 12/02/2025

  On April 1, 2025 a sales representative from Clear Choice Exteriors visited the homeowner to inspect the roof and offer a solution to a leak.  After spending time in the attic, water and water staining was found on and around the chimney.  With the chimney being next to the area where the leak was appearing on the inside of the home, we believed we found a source for water infiltration. While on the roof, missing mortar and loose bricks were found at the chimney.  The remainder of the roof was inspected,and numerous rust spots were found on the metal in other areas of the roof.  The sales representative advised a whole roof replacement would be best. The homeowner informed that if we feel it is the chimney that is the issue causing the leak, he just wanted to replace that section.  An agreement was made to remove the chimney below the roofline and cover the opening while replacing that section of roofing. 
  
  That day, as rain was in the forecast, we sent installers out to attempt a temporary patch on the chimney to minimize water intrusion.  The following day we were notified the patch did not work so we installed a tarp over the chimney.  After securing the tarp, we inquired as to how the tarp handled the nights rain.  We were told there was no leak noticed.  This confirmed our belief the chimney was the source of the problem.
  
  April 7, 2025 we arrived to begin replacing the roof on the back addition and front porch. The chimney was taken down, and new sheeting installed to ensure proper installation.  The new shingles were tied into valleys of the upper metal roof and flashed. New flashing was installed at the sidewalls as well.
  
  Later in April we received a call from the homeowner that the roof was still leaking. The salesman and an installer went to the home to determine where the water may be coming in.  This process repeated itself a few more times over the following months.  At that point I instructed our office to let the homeowner know we would replace the section of roof that ties into the recently replaced addition roof at no charge to put this to rest.  With the section of roof that the owner previously declined to replace, being replaced by us free of charge, I advised the homeowner there would be no additional warranty beyond the manufacturers warranty for the free section.  The owner stated he would not sign off without us putting a labor warranty on the additional section.  After a lengthy back and forth, I rescinded the offer to replace the section for free and agreed to go back out and rework the valleys and flashing details.  The owner accepted the terms, and we sent 2 installers out to perform the work. 
  
  A few weeks after the repairs were completed,we were contacted again stating the leak was ongoing.  We scheduled a water test to verify the origin of the water issue.  We placed an installer inside the attic to watch for water and used a garden hose with an extension handle and rain shower head to give consistent water flow.   After running water on the newly shingled area (focusing on the transition to the metal roof) for a 10-minute duration,no water was found to be entering the attic. At this point we moved the application of water to the old metal roof above the new shingle roof tie in. Within a minute the installer notified us there was water coming in.  We gave it time to stop dripping and tested the areas again finding the same results.  After waiting for the water to stop one more time we tested the metal roof first and found the same results with water entering almost immediately. 
  
  At this point we advised the upper roof needs to be replaced.  We offered to replace the upper roof including a discount to cost of materials and labor for the side that ties into the previously replaced shingle roof.  The homeowner insisted on a 100% guarantee it will never leak or he would not sign.  We explained that we cannot control the weather, and while we are 99% certain that he will not have an issue with this roof, shingles are water shedding and not waterproof.  In the right conditions, ANY roof has the potential to be overwhelmed by rain or snow. Without a 100% guarantee in writing, he did not want to move forward with the replacement and told us to forget it.
  
  In summary, we investigated and found evidence that the chimney was a source of a leak. The homeowner agreed and chose to limit the replacement to the addition of the chimney and a front porch.  When the roof continued to leak, we made multiple attempts to correct the issue.  A section of roof was offered to be replaced free of charge and rejected.  A water test confirmed there is a leak at a different roof and when offered a replacement at a discounted price, the offer was rejected.