ComplaintsforJA Edwards of America, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced by JA Edwards, they uninstalled our solar panels and then mismanaged the reinstallation process, we incurred over $1,000 in extra electricity bills and their installation caused us to loose our warrantee. We provided them with Teslas information, whom installed and warranted the system, they instead attempted to use their in-house team. We have been working with them and ***** for almost a year to resolve this issue. They offered to compensate us for the problems, and now they are no longer responding to our emails or phone calls.

  

  Business response

  10/17/2024

  Greeting,

  
  Thank you for taking the time to contact us regarding this issue. We're pleased to inform you that we've reached a resolution with the homeowners, **** and *****. Thank you for your patience!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are crooks and liars! They use deceptive and unfair sales practices! A summary of the events that caused our current problem: Hurricane Ian hit our house in Cape Coral on September 23, 2022. Besides other significant damages, it destroyed our roof. We found several potential roofing companies and preliminary chose JA Edwards of America, Inc. because they promised the shortest repair time – 2 months. We were afraid of additional damage that rain could cause. Three company representatives came to our home for negotiation. We asked them for an estimate, but they refused to give one. Instead, they wanted to look at our insurance company's estimate and immediately asked for the indicated in it amount. We were very stressed by the damage caused by the hurricane and afraid of additional damage, which frequent rains would cause if we didn't repair our roof quickly. They manipulated us into signing the initial contract for 110 781 USD by promising they would accomplish all work within two months. Later we spoke to our general contractor. He told us that the price they asked for was double compared to the competition using the same material. Additionally, they would use much cheaper material than the one we had previously and on which the insurance estimate was based. We had a right to cancel this contract within three days. It was our plan, but before we did that, our general contractor spoke to them on the phone, and they sent us an amended contract for a decreased amount - 64 220 USD. We signed the second contract. Due to specific professional terminology, we didn't understand that we agreed to "assign all of the benefits from our insurance company"; it was never explained. So, we were shocked when in the end, they asked for 110 781 USD instead of 64 220 USD we signed a contract for. Additionally, they never repaired our roof within two months. It took them nearly six months, and we got additional damage to our ceilings and mold due to rain. We were misguided and deceived by this company’s unfair sales practices. We have recently filed complaints to several organizations dealing with consumer protection and asked them to investigate their activities. Contract of 12/13/2022

  

  Business response

  07/28/2023

  To whom it may concern: We are in receipt of a complaint to the Better Business Bureau by ****** ***** Please be aware that we recorded a claim of lien against Mr. *****s property on June 22, 2023, as a result of Mr. ****'s failure to make complete payment subject to his contract with our company. Mr. **** has contested this claim of lien, and we will be commencing active litigation to enforce our rights under the lien. 
  
  While we are limited in our response to this matter as it is subject to pending legal action, Mr. ****'s complaint is wholly inaccurate, and we intend to prove that he received $110,781 from his insurance company for the services he received from our company related to his roof. He has attempted to pay our company $64,220, despite a signed agreement for the $110,781 amount. 
  
  Please contact me, Maia K******, Operations Manager at ************, with any further questions on this matter, but based on the inaccuracy of Mr. ****'s claim, we would appreciate it if this complaint is removed, or at least stayed during the pending legal dispute with Mr. ****. 

  Customer response

  07/31/2023

  
  Complaint* ********
  I am rejecting this response because:
  There was a Contract change
  Sincerely,
  
  ****** ****

  

  Business response

  09/06/2023

  Please be aware that litigation was initiated due to the homeowner's non-payment of his roof installation, and we are disputing the homeowner's mischaracterization of the events in a court of competent jurisdiction.  Thank you for the opportunity to respond.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a new roof 9/2021. The roof above the garage had a leak and they came in August and said they fixed it. It has continued to leak in the same area. I've been trying to contact them for over 4 months. They don't answer the phone or emails. I need this addressed as it is leaking into my garage

  

  Business response

  01/09/2023

  I am sorry to hear that you are experiencing a leak in your garage. While trying to assist with resolving your issue, I requested both our warranty and accounting department's look into your concern and look up your job using both the name and address that was provided. Unfortunately, both departments were unable to locate any related information in our Customer Relations Management System (CRM) using this information. Please contact our office directly at ************ as we are more than willing to assist with addressing your concern. Thank you.

  Customer response

  01/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I believe that someone fixed the roof. There has been some confusion with the warranty companies. I apologize. This company
  was listed in a email that I received.
  
  Thank you

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used JA Edwards of America *** to replace my house roof. The work was completed on Feb 17, 2021. IT came with 2 year of workmanship warranty for any repair. The house is an investment property and the house was rented to a tenant. When the tenant moved in, he noticed a leak in the ceiling and sent me information about this on Sep 19, 2022. Right around the time, Sep 23, 2022, hurricane *** was coming to ******* and I didn't call the roofing company before this time about this. After hurricane ***, when I called the company to report the problem, the company said that due to Hurricane, the workmanship is voided and the warranty is no longer valid. I explained to them that the problem happened before the hurricane and that I have the proof of the pic and conversation with my tenant that I could produce. But the company said since I do not have any written complaint about this, they cannot honor this and the warranty is voided. Since then I tried to call them a few times and no one is picking up the phone. I understand it is my fault that I didn't call immediately, but due to the situation happening, I was not able to think about this at that time. Even though I could show them the problem that existed before the hurricane, they do not want to accept this. I would like to report this to BBB and would request BBB help me solve this matter. I would want the warranty to be valid for this repair as this is not related to any storm or hurricane. FYI, I have attached the Warrany packet here for your reference, but please note that the date in the Warranty Packet is not correct. They finished the job on 2.17.2021 (Passed Final on the first page which is correct, but on page 2, they incorrectly stated the date as 2.15.2020, instead of 2021.). When I called them on this, they did accept that as a mistake).I would like BBB to help me repair this by the vendor.

  

  Business response

  12/05/2022

  Contact Name and Title: ***********************
  Contact Phone: **********
  Contact Email: ***********************************
  In response to the owner's complaint regarding the date printed on the warranty. The owner is correct, the dates listed on his warranty packets were incorrect as was noted in his file when he called into the office and the dates have been corrected.
  
  In regards to the owner's nonreporting of a leak by his tenant, we understand that life gets busy, but the owner states he was notified by the tenant on September 19th, Hurricane *** arrived September 28th (9 days later) and the owner first reported the leak to us on October 17th, 2022 (almost a full month after the owner was first notified by the tenant).
  
  Please note that our warranty and contract documents are here to safeguard everyone involved. Our warranty specifically states that: In the event of a roof leak or other warranty claim, the Owner shall notify Contractor promptly and, if notification was verbal, send a written confirming notice to the Contractor no later than fifteen (15) days from the date of occurrence of a claim as to defects in workmanship and/or for a leak to the roof.
  
  Unfortunately, the owner waited until after a hurricane event to notify us of a known probable leak issue with his roof. His nonreporting of a probable leak did not provide us with an opportunity to take action to correct or mitigate any possible damages that arose from the original purported incident and potentially exacerbated by a hurricane event.
  
  
  Regrettably, due to the owner's nonreporting of a potentially active leak and with a hurricane (act of God) occurring before the issue was reported we will be abiding by our warranty and contact document signed by the owner. Our warranty manager has spoken with the owner on several occasions and has provided him with a couple of options to assist the owner. Thank you.
  
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problems started with the install last year, Ja Edwards moved panels to another area of the house not contracted for and they never gave me the option to choose. The system has never produced the amount of power they guaranteed. Excuse after excuse... My system went down and they didn't even know it, they are supposed to be monitoring our system 24/7... I had to call them and make them aware of the issue. The inverter failed, after 1 year!!! It was out of stock and it took over a month to get it,,, We had to use *** exclusively while the system was down.. Paying for Solar and an electric bill. They still have not made us whole with the losses. Teddy told me they were cutting me checks to cover the costs of electric during this time, he also said they were going to cut a check to cover the lost production over the last year, that we had to pay to ***, This has not happened as well. They never installed any extra panels to get our production to the minimum they promised. Do not trust this company, look at their reviews and also that they don't even respond to the negative reviews!! It's very telling.. We are now sending them a letter of intent to sue them for breech of contract.

  

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/11/30) */ Contact Name and Title: **** K****** Contact Phone: ********** Contact Email: *****@jaeofamerica.com We as a company take our customer's concerns very seriously and always try to go above and beyond to help get an acceptable resolution. On this homeowner's installation an adjustment was required due to the owner's roof structure and electrical code requirements in the placement of 3 panels, which the owner was notified could potentially occur. The owner was made aware of the change which did not impact the production capabilities of the system. With the use of an electronic monitoring system all 3 relocated panels are exceeding the estimated production. Solar systems are permitted and engineered individually according to system size, degree of difficulty and electrical interconnection requirements. The system is producing as designed, unfortunately the owner's electrical usage grossly exceeded his previous usage which his system was designed for. The overall increase in usage was indicated on his electrical bills. In regards to the failed inverter the owner is correct in that the inverter did experience a mechanical failure, but we immediately placed an order to have that equipment replaced and installed free of charge. Unfortunately, all mechanical equipment can experience mechanical failures, but how the response is handled is what we believe is important to our customers. To help address the owner's concern regarding having to pay an electrical bill during this time we reimbursed him $353.81 and $473.38 (checks have been cashed by the owner) for his electrical usage for an entire month and for his claim that the system was not functioning as he expected. Upon further review of his usage and system production a faulty A/C issue was determined to be one of the main issues in the increase usage. We have never promised to install additional panels for this owner. The system installed included all the panels contracted and signed by the owner. In addition, we free of charge installed an advanced electrical monitoring device for the owner which normally costs $375 to install. We have responded to all the calls from the owner and our service technicians have also addressed these issues and thoroughly explained to the owner the functionality of his solar system. Thank you.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/21/22 ja edwards of america roofing completed a warranty repair at ***************** above my fire place where the chimney and ceiling me. It was discovered that the job has not been done correctly as my roof still has a leak in it after the area was repaired. I contact the company to advised that there is still a leak and they will not stand by their work and do the job properly and the leak is worse off now that the replaced the chimney flashing

  

  Business response

  12/12/2022

  We have been in contact with the customer regarding her concerns with the repair. The repair has been evaluated and we are in the process of completing the repair. Thank you for your assistance.

  Customer response

  12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Currently pending follow up status of repair the flashing type is incorrect for the roof type. The roofing contractor was on site on satuday
  See Attachment/File: IMG_7660.MP4

  

  Business response

  12/19/2022

  As stated previously, the repair is being made to the property and should be completed shortly. Thank you.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired JAEA to replace my house roof which they completed in April 2022. On 14 September 2022, I discovered water coming from my ceiling which I determined after inspecting my attic was coming from a leak in the roof. I contacted my JAEA project manager, and repairs were completed in the area of the leak on 21 September (although I don't know what was done as the work crew only spoke Spanish, which I don't). On 22 September, JAEA performed a water leak test and water was still entering my attic. I was told that my chimney cap was the cause, so the cap was completely sealed to prevent any chance of water getting in. On 28 September (coinciding with hurricane ***, and also the first time it had rained since the chimney was sealed), the leak was still occurring. I again contacted my project manager to let him know the problem was not properly repaired on 21 September. On 30 September he finally texted me and told me to contact the JAEA main office in *******. I called the office the same day and was told that no one was available but that she would pass my issue on to the warranty department. On 4 October no one had contacted me so I sent a detailed email fully describing all issues with exact timelines of all occurrences. On 5 October I received a voice mail from JAEA stating they had received my email and that someone would contact me to schedule another water leak test. Since then, no one has come to my house to complete the leak test, nor has anyone at least put tarp on my roof to prevent more water from entering my attic. In all, I have called the JAEA office on three separate occasions, only to be told each time that someone would contact me to schedule the leak test. I have also sent three emails, and have yet to receive any written response to any of them. I am simply asking for JAEA to contact me, locate the leak source, and make repairs.

  

  Business response

  10/26/2022

  Contact Name and Title: ***********************
  Contact Phone: **********
  Contact Email: ***********************************
  I am very sorry for the owner's frustration with getting this leak issue identified and resolved. We are both in agreement that we would like to get this settled as quickly as possible.
  
  The owner's first contact with our office regarding the leak was on 09/14/22 and we scheduled a crew the very next day on 09/15/22 (to inspect, tarp home and make arrangements for any necessary repairs). On 09/19/22 we notified the owner of the repair schedule and installed a larger tarp to help mitigate any potential future leaks. On 09/21/22 the repair was completed along with a water leak test and no leaks in the roof were identified at that time. The owner was notified of a non-roof related leak detected in the chimney cap which the homeowner needed to have repaired. We believed the issue to have been corrected.
  
  After Hurricane *** our corporate office was without electricity, internet and phone service and the homeowner was unable to contact our warranty staff regarding his leak. Once our office was open again on 10/4/22 we contacted the homeowner.
  
  Again, on 10/7/22 we followed up by notifying him that we were scheduling a leak detection firm to evaluate his roof as soon as their schedule permitted.
  
  On 10/13/22 our warranty department again contacted the owner to let him know that we were still waiting on his home being scheduled with a date and time for the leak inspection.
  
  On 10/19/22 we notified the owner that ************************** had placed his property on their schedule for 10/24/22, between 10am-12pm. We also tarped the property while waiting on the leak detection appointment.
  
  On 10/24/22 ************************** went to the home to perform the inspection and we are currently waiting on their report. Once the report is provided we will contact the owner as soon as possible regarding the findings.
  
  The homeowner is correct in that he has contacted our office numerous times, but unfortunately we were unable to provide him with an actual date and time for the inspection until 10/19/22. We are committed to getting this issue resolved as I believe the above warranty notes from his job file indicates.
  
  Please note that we have tried to resolve this issue to the best of our abilities with the constraints regarding the availability of service providers during this time.
  
  Regrettably, after a hurricane of this magnitude every roofing service provider is spread very thin over a large service area trying to assist those homeowners with urgent and emergency situations.
  
  Thank you.
  
  

  

  Business response

  10/27/2022

  ***Document Attached***
  In my previous response we were waiting on the leak specialist company to provide the leak detection report for this property. Leak inspection/testing was performed on 10/24/22.
  
  Update: We received the report this morning and I have uploaded the report for your review to the portal. **************************'s findings are that there are no leaks detected and the inspection of the roof does not show any visible defects of all flashing and vent stacks and all are securely attached at this time..
  
  We have also sent a copy of this report to the homeowner.
  
  Please let us know how the complaint will be *********** that we have provided the response and a copy of the leak detection report. Thank you for your assistance and if you should require any additional information, please do not hesitate to contact me.
  See Attachment/File: 67aec21f-893f-4767-a3eb-7cb6fa64dbfc_report_4001_mallard_dr.pdf

  Customer response

  11/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To date, this issue is still not resolved, so I have no option other than to disagree with JAEA's response. While most of what JAEA states is somewhat correct, they fail to mention the many times they have ignored my emails (in fact, I have received no written response to any). They also imply that they contacted me to keep me informed of progress, failing to mention that they only did so after many calls on my part which went unanswered. In fact, only after telling them that I was going to contact the BBB did they seem to respond. Their lack of response is extremely aggravating and something that I feel potential customers should be aware of. Despite my frustration with everything that's transpired, my main focus is the leak, which is still unresolved.
  
  As their response states, a leak detection company visited my house on 10/24. Their report stated that the leak was "believed" to be coming from the chimney. Because of what the report stated, JAEA emailed me on 10/27 basically telling me the problem was not theirs to fix. However, the report does not fully explain what ************************** did on 10/24. First of all, a leak test of the roof was not performed, as the roof area by the chimney stack was tarped (this was eventually put on after several requests on my part, which was done on 10/21, not 10/19 as JAEA states). ************************** only performed a leak test of the chimney area, and no leak was detected. As I had a new chimney cap installed and a thorough inspection of the entire chimney area on 10/10, having no leak coming from the chimney did not surprise me at all. Because the roof wasn't tested though, it is unknown if a leak exists in the roof. The leak company technician suggested that I wait for the next heavy rainfall and see if a leak occurs. Even though he had just performed a leak test of the chimney which showed no leak, I agreed if it would prove that the chimney wasn't the source of the leak. If a leak was still present after a rainfall, then I would agree that a leak is in the chimney. If there is no leak though, then the tarp needs to be removed to see if a leak exists when it next rains. If there is a leak at that time, then the problem must be in the roof. I agreed with that approach. I emailed JAEA on 10/29 stating all of this (see attached), but as of today (11/5) have heard nothing in reply. I feel once again as if JAEA are ignoring all of my contacts. Only when I document this through the BBB does anyone from JAEA get in touch with me.
  
  My intent is not to get into a "he said, she said" with JAEA but to resolve this matter and repair the leak regardless of its source. Until a water leak test of the roof is performed, it is impossible to state that the roof isn't leaking. I don't know why the tarp wasn't removed on 10/24 and a full leak test performed, but I feel I am no closer to getting an answer on this than I was when I first reported the leak on 9/14. It is possible that the leak has been fixed when the chimney cap was replaced on 10/10, but until a roof leak test is performed or waiting to see if a leak is present when it next rains (assuming the tarp is removed by then), no one can say if the leak is still there and, if it is, what its source is. Having emailed this to JAEA on 10/29 I would have expected a reply of some sort, but it is really no surprise to me not to have received one.
  
  See Attachment/File: Leak detection report.txt

  

  Business response

  11/17/2022

  To clarify, a third party leak detection company performed a water test on the roof. They documented their findings which also included pictures of water coming in down the face of the chimney in the attic entering the home. We have provided the homeowner a complete copy of the report and attached it in our response to the BBB. The leak detection companies findings were that a leak was detected related to the chimney not in the roof. Our warranty department also followed up with the homeowner after Hurricane ****** and we have not received a response. During this time there have been no warranty requests calls from the homeowner regarding any leaks. Thank you for your assistance with this issue.

  Customer response

  11/28/2022

  This case is not resolved. I posted a lengthy response non-concurring with JAEA's 11/17 response this morning, but when I clicked on submit I received a response stating the case was closed on 11/28 as I had not responded to their comments from 11/17. I was unaware that I needed to respond by a certain date, as the email I received from BBB did not include that information. Please re-open this case so I can provide further information on my complaint.

  Customer response

  12/02/2022

  JAEA's response dated 11/17 is not accurate. To clarify their comments, the third-party leak detection company DID NOT perform a water test on the roof as I clearly stated in my response dated 11/7. Their comments completely disregard all of what I posted on 11/7. To clarify what actually transpired when ************************** visited my house on 10/24, the technician only performed a leak test of the chimney area, which as stated in their subsequent report, did not indicate any leak originating from the chimney. The roof was not water tested because it had been tarped on 10/21 by JAEA employees, but they had secured it to the roof at that time by using nails instead of a heavy object such as sandbags. Because it was nailed, ************************** technician did not remove it, so a water test on the roof was not performed. Therefore, the technician's visit did not prove one way or the other the source of the leak. I explained this at length in my ******************************************* JAEA's response.
  
  I agree with ************************** technician's finding that water stains were present immediately adjacent to the chimney chute in my attic, which indicates that the chimney did indeed leak at one time. However, as no water was observed during his water test of the chimney, this indicates that the chimney is no longer leaking. The chimney cap was replaced on 10/10 when JAEA first brought it to my attention, and the entire exterior chimney area was inspected at that time with no signs of damage or areas where water could penetrate the attic. ************************** technician also inspected the chimney area and found no damage.
  
  JAEA's 11/17 response also states that they contacted me following Hurricane ****** and received no response from me. This is misleading. What they fail to mention is that they only contacted me on 11/17, which coincidentally was their last day to respond to my BBB rebuttal from 11/7. No one from JAEA contacted me by telephone or email in the 10 days following my BBB post (in fact, I have never received any written response to my emails to them, and only after contacting BBB has JAEA followed up with a telephone call).
  
  On 11/21 I returned the voice mail message that they had left me on 11/17 and told them to remove the tarp so I could schedule a water test of the roof. On 11/23 a JAEA employee visited my house to remove the tarp, but as it was nailed to the roof, he decided not to remove it at that time. He explained that it should not have been nailed, as all of the shingles that have been nailed through are damaged and must be replaced. The employee told me that he and a co-worker would return at a later date to remove the tarp and perform water tests of the chimney and roof areas to finally determine the source of the leak. Nothing was mentioned about when the damaged shingles would be replaced, but I would assume this will be completed at the same time that the tarp is removed (otherwise I will have nail holes in several areas that will leak through to the roof decking). I have heard nothing more from JAEA since their employee visited my house on 11/23. On 12/1 I telephoned JAEA, but my call went to a voice mail system which did not allow me to leave a message. I subsequently emailed JAEA to determine what their next course of action. I await their response, hopefully directly to me and not through 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. ↩