ComplaintsforLyons Roofing

• Initial Complaint

  06/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I initially created a complaint with you about a year ago, I did not understand that I was required to respond because initially ***** roofing was responsive and we had initially agreed to an outcome, but then they completely ghosted me . They stopped returning calls and never moved forward with the resolution. I would like to know if there are any options for either re-opening my initial complaint or starting a new one.

  

  Business response

  06/05/2024

  We will be reopening this file and look forward to good communication with ******************.  Due to previously scheduled training sessions this week, a call will be placed to ****************** no later than Friday, 6/7/24.   

  Respectfully, *********************************/Marketing Manager/Lyons Roofing   ************** / *********************************.

  Customer response

  06/27/2024

  Hello, 
  I wish to re-open the complaint in order to preserve ****'s Roofing final response. They did contact me on 6/7/2024 and said they would discuss my request to be reimbursed and get back to me. The case was closed before they actually did. 
  During the conversation, they kept talking about the temperature readings from the kitchen window were "similar" to that if the skylights ( they were not as hot as the skylights) and because I did not give them a chance to inspect again before I closed the openings in my ceiling, they would not be offering me any monetary solution. I reiterated to them the problem has been solved. The window is irrelevant, my kitchen is no longer a furnace. 
  I just want the opportunity that no resolution is nothing close to a resolution and that I would like my position to reflect in the BBB public records. 
  They were able to prove that **** sent me 3 emails. I did not get those, that is not his or my fault. I did point out that they did not get any response from me at all, which further indicates I did not receive them last year when he sent them. He also made some false statements about having phone conversations with me after July 3rd of last year and I maintain that no conversations ever took place. 
  
  Thank you for your consideration, 
  *** *******

  

  Business response

  10/10/2024

  Hi ********
  
  Thank you for your email.   This situation was resolved with Ms. ******* she was sent email communication in a timely fashion and confirmed that the email address we had on record was correct.  The area in question was covered up by Ms. ******* which permits no further testing.  We had offered several additional solutions which Ms.******* *************** We confirmed with her that we will honor here current warranty if needed until it expires.  At this time, we consider this complaint to be closed.
  
  Please remove ****** LaNue and ****** ******** from your information as they no longer are employees at Lyons Roofing.  Also, please refrain from sending customer complaint correspondence to our ****************************** email address which is a general mailbox.
  
  If you have any questions, feel free to reach out to **** ******* or to me directly.   

  Respectfully,  
  ********* Warwick 
  Marketing Manager
  LYONS ROOFING
  ****************  
  *********************;
  Office Hours:  7:30 am 4:00 pm 
  
  Office: ************** 
  Direct:  ************* 
  Cell:     ************** 
  
  *************** 
  ******,** 85705 
  ************* 
  
  Email:  ********************************************************* 
  Website:  **************************** 
  Serving ******* since 1993!

   

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having drywall work done and well that was being performed it was noticed there was a beak in the group and there was mold growth on the decking of the roof. I have a warranty that is 10 years with the company and they indicated that the warranty does not cover the molded decking and a produced a bill for $1,200. I have tried to communicate with them that the roof should not have leaked and if it did leave then they should take responsibility and fix the areas specifically removing the mold from the decking. The indicated they were going to seal around the skylight and patch the roof but that they would not fix the mold. I have talked to several people at the company indicating that I'm willing to work out a price with them but they indicated again that in order for them to fix the mold they would have to charge me $1,200.My ask is to pay for the material while they provide the labor to resolve this issue since it should be covered underneath their warranty since their route that they put on is leaking causing this additional damage.

  

  Business response

  10/02/2023

  We are in good communication with this homeowner and will update as soon as a resolution is reached which is anticipated shortly.   

  Respectfully,

  *********************************/Marketing Manager

  Lyons Roofing - www.lyonsroofing.com

  Phone:  ************** / Email:  *********************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lyons replaced my roof in early 2021. Everything was fine until summer rolled in and my kitchen became unbearable. After having the ** checked it was determined the heat in the kitchen was due to the skylights Lyons forced on me for $700.00 They sent someone out who told me that they don't warranty skylights, they would install covers over them and just charge me their cost. The tech left me a voicemail with an estimate of $800. When I objected to this, the production manager told me that guy was new and it would be more like $250, but he was not sure and I never heard another word about that. After several very unpleasant conversations with him where he was usually yelling he said "I am going to reinstall those skylights and that's it. If that doesn't solve the problem I don't know what to tell you".I was not about to get bullied into accepting a solution proposed by someone who refused to inspect the problem and here we are. My quality of life has diminished since Lyons roofing changed my roof. They will not admit to, or solve the problem.

  

  Business response

  05/03/2023

  We are in good communication with the Homeowner, *********************, regarding her concerns.   A date of Thursday, June 8, 2023 has been requested by ****************** and we've scheduled our Project Manager, ***********************, to meet wtih ****************** to inspect the skylights and to determine what the next steps may be.   ****************** is aware that she can reach out to ** directly should she desire to move the inspection date up on our respective calendars.  After our Project Manager's inspection, we will be happy to update the BBB on the status of this issue.   

  Respectfully submitted,

  *********************************/Marketing Manager

  LYONS ROOFING 

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes,We had our roof redone in 2017 by Lyons Roofing, we were happy with the initial product. Since then they have not welcomed our warranty claims, citing it was not due to installation fault.Our recent problem is rotted fascia board due to improper installation. They sent their warranty guy out and he promised the moon and sold fools gold.New company I hired has to take down the gutter, remove 10' x 10' of roof replace wood and reinstall gutter. The gutter r& r alone is 500$.

  

  Business response

  03/27/2023

  To update, our General Production Manager, ***********************, has been in good communication with ************************  This matter has been mutually scheduled to be resolved on April 5, 2023.   

   

  Respectfully,

  *********************************

  Marketing Manager

  LYONS ROOFING 

  Direct: **************

  Office:  **************

  Email:  *********************************

  Website:  www.lyonsroofing.com

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Lyons roofing because we had a leak that was caused by our solar panel install and they agreed to pay for the fix. ***************************** stated we should replace the entire roofs underlay because the product used when the house was built shrinks and now they overlap it and said we could have itemized bill for the reimbursement piece of our damage. Nothing was ever made to sound like it was an exception or a big deal. The project manager also stated we could the itemized bill for them as though it was no big deal. I didnt receive what we needed so I asked to speak w/ superior where ***** wanted nothing more than to argue w/ me and raise his voice. I continuously asked to speak to someone else to avoid the abuse and was only met with Im the ** and end of the line. At the end of the call he said he would have ***** send what I needed over and hung up on me. A week later I received the original invoice again and ****** response is we wont provide it. A few other grievances are the poor workmanship ie tiles not straight, completely different colored tiles were used and placed where we see rather than under solar system and we were tile the fascia board would be replaced with the roof cost but he couldnt determine what wood under the tile because he couldnt see it and we were billed separately for all.

  

  Business response

  03/24/2023

  This issue is under review with our Owners and Management Team.  We have been in good communication with the homeowner over the phone and left a voice message yesterday updating her that we anticipate reaching out to her early next week after the review is complete.   This information has been emailed to the homeowner as well.   Please feel free to contact us if any additional details or clarification are needed at this point.  

   

  Respectfully,

  *********************************

  Marketing Manager

  LYONS ROOFING

  **************

  *********************************

  www.lyonsroofing.com

• Initial Complaint

  12/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Roofing contractor wrote a firm fixed price contract for a replacement roof. The contract included all materials and labor costs. The company sent a 2nd employee out to force changes to the contract that would result in a lower life expectancy of the roof and reduced home value. A required deposit was made to secure the contract. Their estimator returned to my home and tried to change the contract to their benefit. I refused the "Change Order" due to the fact that their revised estimate was solely in their benefit. They refused to start work based on the original contract. They refused to respond to emails. They refused to respond to *numerous* voice messages I attempted to negotiate another start date. I spoke with the co-owner. They refused to give a start date.They forced a refund of the deposit without comment or notice.I want the roof completed as described in the original contract without changes.

  

  Business response

  12/16/2022

  We are working with **** to address this issue. The original roof that was proposed to ****************** was not a correct system for his roof which has many issues that would need to be addressed prior to installing the system he was originally proposed, and was the one he wanted.  We refunded his deposit and came back with a foam roof proposal, which would eliminate the work that would be needed to bring the roof up to the standards needed to apply a self-adhered system.

  We hope to resolve this shortly. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After completing a complete roof installation, we noticed some issues. We hired a home inspector to specifically perform a roof inspection reviewing the work. These are the items I have quoted from the home inspection report that are directly related to this roofing company's lack of quality performed AND I WOULD LIKE THEM RESOLVED FOR FREE. Item #2. Cover material condition.a. Missing tile needs replacement. [this could lead to further leakage and damage!]b. Open seams need to be sealed.Item #3. Roof indications of leaking.**************** vents need evaluation and method for reducing potential future leaking.Item #4. Roof flashing/caulking.a. All nails on top of chimney cap need to be sealed with mastic.b. Exposed nail head above back patio needs to be sealed.with mastic and granules.Item #5. Roof gutters/down spouts.a. Properly installed functional gutter/down spout system is recommended. (Discuss)Item #6. Roof ridges.a. Ridge and field tiles installed do not match (not even closely) existing color tile.I have a painting contractor who will provide an estimate to paint these tiles - Lyons Roofing verbally agreed to reimburse homeowner for this paint job.b. Overlap on some of the ridge tiles are not adequate. Need to evaluate the roof ridge nailing and repair/seal all exposed nail holes.Also, there were two other issues that I initially contacted Lyons about, which would not have been discovered if there hadn't been a different issue with our air conditioner condenser pipe leak. The roofer has since repaired these two issues.

  

  Business response

  11/29/2022

  We have been out a few times to resolve issues over the past few months, and my understanding is that some items on the complaint were resolved.  We have every intention of resolving any outstanding issues which is why I have taken over the disposition of the account.  As one of the owners I will continue to try and reach **************** (I have left 2 VM this week so far). There is no question we will do everything in our power to resolve every issue and have **************** happy with her Lyons roof. 

  Customer response

  11/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  We have agreed that Lyons Roofing will reimburse me for the cost to have the mismatched tile color re-painted.  I am following up with my painting contractor who had agreed to take a look at the tile and provide a painting estimate.  I have not heard back from this contractor yet, but will keep Lyons management updated. 
  
  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. ↩