ComplaintsforTotal Roofing

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Total Roofing due to hail damage on my home. Date of damage 7 June 2022. I have been in on/off contact with my adjuster but to this date zero work has been done on my home nor have I gotten ANY updates on exactly what is going on. I have contacted the office staff and never felt that my claim was important to anyone at Total Roofing. At this point my mortgage company is tired of hearing excuses and frankly I am as well. This is ridiculous to have to wait a YEAR or more to hear from anyone. I think I am due a phone call from the someone that is not an office worker to explain exactly what is going on with my repair.

  

  Business response

  11/17/2023

  After going over this with our project manager, in going over the initial claim from 2022 he found that their insurance company missed a lot of items that were damaged from the storm. He has submitted a supplement for those missed items and is still waiting for them to be approved by their adjuster and insurance company. I will stay on top of this as well and keep our customer updated going forward. 

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The hailstorms of 2018 resulted in my roof having to be replaced twice. I had Total Roofing do the repairs. They replaced the roof, gutters and other roof structures. One of the problems was a leak that was coming through the living room ceiling. After the repair I noticed that the chimney structure over my living room had not been replaced. I was told that their chimney man was not available, and the structure was in good condition. They did promise to come back and paint it; however, this was never done. I also noticed that there were several sheets of plywood left over. They told me that these were not needed in the repair. I was assured that the repair was complete and was given a lifetime warranty.In the spring of this year my living room ceiling started leaking again at the same place as before the repair. I called their warranty line, and they sent out someone who caulked the area. During the next rainstorm the ceiling leaked again. They sent the representative out again and he put on more caulk. Next rainstorm resulted in the same leak. Again, they sent the representative who caulked again. Another rainstorm and the same leak. This time when I called they told me someone would call me back. I have called numerous times over the last two and a half months. Each time they told me someone would call me. No one has contacted me. I am worried that the leak is ruining my ceiling and may be doing damage to the attic. If they are not going to honor their warranty, they should at least have the decency to contact me and let me know. Seems like they think by ignoring me, I will stop pestering them.

  

  Business response

  11/20/2023

  Our company reached out to our customer and set up a time for Friday 11/17 @ 11AM to go take a look with a new repair tech, which to my understanding a repair was performed and was taken care of on the date and time that was set up.

  Customer response

  11/21/2023

   
  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.

  ***** came out and disasembled the structure surrounding the vent. He caulked the pipe. Will not be able to tell if this corrected the issue until the next rain. ***** seemed to be very knowledgeable and I hope this fixed the issue.But I will not be **** to say for certain until we have a heavy rain which could be some time from now.

  Thanks for your assistance in this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used total roofing after our roof was damaged by hail in June 2018. When they first repaired the roof, they didnt even install flashing. Then we noticed a leak in our dining room within just a few months. We notified them of the leak and it wasnt until our insurance got a mediation group involved, total roofing came out to fix the leak. We were told it just needed more sealant. I didnt question this because Im not a roofer. The roof finally passed inspection in January of 2019 after flashing was added and the leak was repaired. On June 21 2023 we had some major storms pass through. I noticed a leak in the exact same spot that we had before. The. Next day, an adjuster went up on our roof to check for hail damage. He reported that there wasnt anything significant from hail but noted the storm guard pipe had old damage that appeared to have been sealed in an attempt to cover the holes. He said he had never seen so much sealant used on a storm pipe before and that it did not appear normal. He took several pictures. I contacted Total roofing on June 22 2023 to report this to them as our roof is still under a labor warranty. I also sent an email the same day with photos of the storm guard pipe. I was told someone would call to get us on the schedule. I called again June 26th and again June 28th. I still have not heard from them! I called Nationwide our insurance provider at the time of service on June 29th. They said they will get started on opening the old claim and seeing what can be done to get Total Roofing to respond. It is my belief Total Roofing is avoiding calling us back hoping we will either give up or our labor warranty will expire since we are towards the end of it. The storm guard pipe should be replaced properly as it should have been done when the roof was replaced, not patched with sealant that obviously didnt hold.

  

  Business response

  07/12/2023

  We did receive calls from homeowner on the dates she noted and put it in our system to get on the repair schedule from the original call on 6/22/2023. We did explain we had one guy on vacation and 1 repair technician at the time of her calls and we would get her taken care of as soon as we could. Our production manager called ahead on 7/10/2023 with no answer, but before leaving he did go on the roof, inspected the **vent cap and let her know if was an adjustable cap that was installed, which was fine. The storm collar was properly placed and sealed. Base flashing does have a lot of black sealant around the weld and to the edge of the shingles, probably done when there was a leak in that area. He also let our office staff know he is scheduled to go back out on 7/19 after the homeowners are back from vacation. 

  Customer response

  07/13/2023

  
  Complaint: 20274507
  
  I am rejecting this response because: I am rejecting until further inspection is done on the 19th. I forwarded the photos to the repairman so he could see the cracks in the sealant around the storm pipe that were present on June 22nd. The cracks were not visible at the time of his recent visit on July 10th because we had to apply more sealant to the area to prevent further leaking and damage to the interior of the home. The repairman called ahead of time on July 10th and to clarify, I did answer the call. Upon arriving, he rang the ring bell but unfortunately due to a connection error, it was not heard inside the home. I was able to speak to the repairman later that day to explain the sealant was added in 2019 by a total roofing employee after we called and complained about a leak. The employee at the time, *************, explained that it was just a sealant issue and he fixed it. However, the adjuster we had on our roof on June 22nd explained the amount of sealant around the area and the cracks in the sealant were uncommon for that area and he believed the leak was due to cracks in the base of the storm pipe and that the sealant was used to cover these cracks. He explained this is not how the cracks should have been repaired and that it could be considered a faulty repair. I explained to the repairman my concern. The roof was replaced by total roofing in July 2018 as part of a hail claim. A repair was made in 2019 which I referenced earlier in this message to fix a leak. The same area began to leak again in June 2022. I would like the area to be repaired correctly to avoid future issues with our insurance coverage. The original claim was not closed until January 2019 because of the leak and other issues to include missing flashing. The repair should be covered under the labor warranty agreement. 
  
  Sincerely,
  
  ****************************************
  

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