Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/24/2025

  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.

  We hired this company to replace our roof as there were cracked tiles and we were getting some wetness on the ceiling of the bedroom and minor wetness around one of the skylights. They gave us an estimate to replace the roof and also said the skylights needed to be replaced to ensure there would be no leakage and that it would seal properly. They completed the job end of May 2024. On August 17, 2024 there was a heavy rain and the back hallway was flooded with a huge deluge of water. I contacted the company and they came to inspect it rather quickly. The ******* said the problem was the vent they placed above the skylight. They put flashing over the skylight and I have not had a problem since then. However, the wood floor in the hallway sustained damage. It now buckles. The cabinet was permanently water-stained. They provided a warranty, but refused to even talk about the damage. My husband passed away on Oct. 4th and it was left to me to try to resolve this. They sent a letter refusing further assistance (uploaded). I called the owner repeatedly since then with requests to call me back. He was never in the office and never returned my calls. I am worried about what will happen if there is another leak. This business does not serve its customers and does not stand by its promises. I would like to see them repair the damage that was created or provide the funds for me to repair. Assure me that their warranty means something going forward and an apology for dragging this out over months.

  Business Response

  Date: 01/28/2025

  We are so sorry for the homeowners frustration regarding the water damage. Regarding the communication concerns, the owner of Roof Life of Oregon has called multiple times to the only number provided by the homeowner. As previously discussed with the homeowner, the situation is quite unique. The amount of tree debris that accumulates on this roof from the numerous trees that surround the home will continue to be a constant challenge. The large accumulation of tree debris combined with the surprise thunderstorm and rain surge that occurred that Saturday, overwhelmed the drainage areas on the roof which allowed the water to back up and leak into the home. Our team responded within 2 hours of being notified and immediately identified and resolved the leak. As a result of the water intrusion, our team installed a diverter flashing to help channel the water and tree debris away from the collection area to guard against future issues. Because this was an unforeseeable event, we recommended that the homeowners contact their homeowner policy agent as this was not a roofing failure, but an Act of God weather event.
  Each home we serve has specific needs that are dictated by the layout, architectural design, surroundings and environment. This home is no different. The tree debris that is constantly dropped onto this home throughout the year will continue to cause elevated maintenance efforts. The addition of the diverter flashing will continue to provide protection but, as we stated previously, will not be a complete guarantee from the debris damns that occur on the roof. From what we learned after completing the roof installation from the homeowner, the original roof/skylight transition area had issues. After hearing this information, we proposed that the skylights be eliminated to ensure that debris damns dont occur going forward.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22853544
  
  I am rejecting this response because: I was the one repeatedly texting and calling the business, first with ****, then ***** ******. I was in contact with Mr. ****** all through August and September. He kept saying he had to talk to the "Boss". He even came to my home and inspected the damage, took pictures and agreed that the floor had water damage and the furniture was permanently stained. He stopped responding to my communications after September 25th. My last communication with him was October 3rd to which I received no response. The owner did not call me, but sent a letter denying any responsibility. They did not resolve the water issue for which we replaced the entire roof at substantial expense. I was not able to follow up right away because my husband passed away on Oct. 4th.

  I called him repeatedly in November and December with requests that he call me back. He never did. I even questioned his office staff about why he wouldn't call me. They expressed surprise that I had not heard from him. I was traveling during this time but called him again on Jan. 16th when I returned to Oregon. He did not call me back. Finally, on Jan. 24th, the day I filed my complaint, he called me and left a voice message. It is the ONLY time he ever called me. I called him back and also left a voice message. He did not call again. I never saw any interest in a fair hearing. After all, we have lived in our house for 8 years and never had this kind of water deluge and it was not the only rain storm in Oregon, nor did the trees and roof debris suddenly change in any way. When they gave us the estimate, they assured us that it would address the mild leakage we were noticing around one of the skylights. The problem we noticed was occasional wetness on the window sill below one of the skylights, never a large amount of water. For this they even insisted that we replace the skylights to avoid any future problems. We did not expect it to get worse--much much worse. it is not fair to blame it on "an act of God" or blame the architect. They warranty their work, or claim they do. What kind of warranty is that?

  My major concern now is what will I do if this happens again? So far, we have not had another problem, but I have lost confidence that this business really takes care of their customers. They can simply say again, "it was an act of God" and insist that I reconfigure the architecture. If they could not resolve my problem, why not say so from the beginning before charging me some $45,000 for a solution that did't work?

  Their response is weak to put it mildly.

  
  Sincerely,
  
  May Khadem

  Business Response

  Date: 02/18/2025

  Again, we are so sorry for any frustration the homeowner experienced regarding this weather incident. Also, we are deeply saddened to learn about the loss of her spouse and offer our sincere condolences.
  
  Regarding her major concern, we were encouraged to hear that there havent been any further issues since the diverter flashing was installed.  This is great news especially with all the varying storms and weather events that have recently occurred. The addition of the diverter flashing above the skylights will continue to help channel the water away from the collection area and aid in mitigating future issues. However, not allowing the tree debris to collect, block, and redirect water into the drainage areas on the roof will continue to be a necessary defense going forward.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22853544
  
  I am rejecting this response because: They made no mention of what happens if the problem recurs. I spent a lot of money to avoid leakage from my roof. I want to know what kind of warranty they provide going forward and what will they do about the damage to my floor, not to mention the furniture that was there. I am not going to remove the skylights as they suggested. My house was built in 2004 and only recently developed problems with leakage from the roof which is why I spent so much money trying to fix it. When they inspected the roof, they insisted the skylights had to be replaced at extra cost. I did and expected that would take care of the problem. They are the experts. If the problem is an architectural flaw, why didn't they tell me to begin with?
  
  Sincerely,
  
  May Khadem

• Initial Complaint

  Date:08/31/2022

  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.

  Roof cleaning and **** treatment was contracted in 11/21 Job was to be done in two parts cleaning then **** treatment.Roof cleaning was completed but it has been 9 months and no **** treatment.Their price Included three years of warranty so price Is elevated. I paid close To $800 and will need To pay another $300 if the **** treatment t is applied. They elevated price come from the extra warranty which is no good until after the **** treatment is applied. This company charges too much and has not completed my service . When I contact them about it they say that will get to it eventually when they have other work to do in the area but no work for 9 months

  Business Response

  Date: 09/26/2022

  Per ************** signed contract which is attached the project was to happen in 2 phases as weather permitted and we had routes in the area. First we do the cleaning which he had done in November of 2021 then his treatment was done on August 1 2022. His warranty does  does not start until the treatment hits the roof. His roof is under our warranty now until August of ****. There is also several notes on his customer profile that ****** and our front office reached out to him to let him know we still have him in our treatment routes and we will get to him as soon as we can. We did complete the project as of now.