ComplaintsforThomas Roofing & Repair

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received threatening emails, texts and voice mails from ******, COO of Thomas Roofing & Repair, today. Roof replacement began 4/1, rain & wind storms 4/3, water damage inside my home documented and communicated to ******. He is now demanding payment or else the issues will not be remediated. I said I will pay after remediation. He is threatening me with angry voice mails, emails and text messages. I am a senior citizen. I am scared. I need help to deal with this angry man and with the damage his company caused inside my home.

  

  Business response

  04/22/2024

  Below is the email summary of a positive outcome reached with the customer via phone this mornig. We did explain that no threats were made, but they have to inform clients refusing to pay what are legal options available are per the terms of our contract. Client has agreed to the terms outlined in the email, and we look forward to closing this project out for the client in a more than satisfactory means.

   

  ******-
  Thank you for taking my call this morning. This email is to summarized what we discussed in terms of our plan to move forward and wrap up your concerns for you. This Wednesday in the afternoon, I will have ************************* come out to inspect and make any necessary adjustments to that area above the porch with the water runoff. Please do send me the video of that section, as well as the pictures of the two screens. In regards to the screens, you are authorized to procure an estimate for those repairs, and that amount will be deducted from your final invoice amount. In regards to the interior work, we will have **** proceed as scheduled for this Friday Saturday/Sunday to make repairs to the interior. We will also have **** collect the two pieces of equipment left behind, and check the moisture meter in the areas of concern prior to **** coming out. We will schedule the final inspection of the roof for Tuesday 4/30, so that everything can be handled and closed out for you prior to you leaving town. I will send the invoice over for payment in the amount of $10,000.00. At this time we ask for $7,500, and the balance to be paid on successful final inspection. We appreciate you and your patience as we work through this for you, and as difficult as it has been, we are confident that in spite of the issues we have encountered, you will be able to confirm that Thomas Roofing stepped up and did what they said they would, and met your expectations.
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thomas Roofing replaced ******* along with the entire community per the *** around 8/2021. I have been experiencing roof leaks ever since. They have come wait for a hard rain to figure out if the roof is still leaking. I recently started calling again to notify them that the roof is still leaking and no one has returned my call. I've left several messages. They are ignoring my calls. This also happened last year where they began ignoring my calls. I had to call from different phone numbers to get ***************************** to respond to my calls. All I want is for them to fix the roof and since it does not appear that they know how, they should file a claim with their liability insurance and have them come out to assess and repair the damage. Thanks

  

  Business response

  01/30/2024

  We have been out to attempt to remedy the leaks at the clients home multiple times, after meeting with the homeowner and ivestigatin it in detail and providing her photo and video evidence, we do belieive we fixed the roof leak very early on in this ongoing process. The continued leaks and moisture in the home is coming from poor workmanship and defects in the stucco work. Homeowner is in agreement with us, and we are providing a letter to the customer stating our findings for her HOA/Stucco/Painters to remedy. 

  Customer response

  02/20/2024

  The issue has been resolved. Thx 

  Customer response

  02/20/2024

  The issue has been resolved. Thx

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted them about a roof leak I had after Hurricane ***. They sent out a really nice "sales" guy to inspect my roof. He went onto the roof for 5 minutes and told me he found the issue, it was a vent boot that needed to be replaced. Desperate and wanting to get this leak fixed ASAP, I trusted what he said and agreed to the repairs. It took them almost a month to come back to my house, I even had to email them and remind them because I think they forgot. They finally came to do the repairs and sent me an invoice which I paid because I was happy to finally have the leak fixed. They did send me pictures and was a little concerned that the area they fixed was a very good distance from where the leak actually was. Unfortunately my concerns were correct and when Hurricane ****** hit, I had the same exact leak occur and water was still dripping into my ceiling. I contacted them again to let them know that whatever they did, did not fix the leak. They sent out the same sales guy again to reevaluate. This time, he actually went into my attic to investigate ( I am thinking why didn't he do this the first time) He now claims that based on his experience he thought it was the boot at the time but now looking inside the attic he does not see a leak from the roof but he is now blaming my ** DUCTS ARE LEAKING down on the ceiling. He says that during the hurricanes the ** is working extra hard causing water to drip from the ** ducts??? I find this odd that I had no leaks during the entire Summer when the ** is running full blast but magically now during 2 hurricanes is the only time my ducts are leaking???? I asked them what can be done because I paid over $1000 to fix the leak on the roof and he said to contact an ** company. I am livid, I contacted the company to get some type of resolution or a refund, and it has been over a week and NO RESPONSE! They just cheated me out of my hard earned money, and I have yet to get no fix for my roof leak after almost 2 months.

  

  Business response

  01/09/2023

  We are currently working with the homeowner to resolve this issue. Appointment scheduled for tomorrow morning to remedy the repairs.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 11, 2021 company did repair on my roof (small leak). Before any work was performed I asked very clearly if the company can assist and provide me with a letter detailing and answering the questions my insurance company may have. On November 30, 2021 I paid in full $1,750.00. I received a letter and some photos to provide to my insurance company from Jeremy. A few days letter my insurance company reached out and asked me to provide them with additional information (2-3 things) I asked Jeremy and out of no where I got a very rude and unprofessional response from him in writing and then on the phone. In other words, telling me what's done is done etc. I was stunned and reached out to the company and requested to speak to the owner on 12/8/2021 to this date not one person has contacted me to assist me. I went ahead and instructed this company to do the work only because I was told in writing that I will be accommodated with the letter after the work was done. Long story short I haven't bothered much or even feel that I am asking for a whole lot, but this company has treated me very poor and lied to me. I want a complete refund because of them I am not going to get the refund the insurance company was going to give me.

  

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/14) */ Customer called regarding having a leak inspected at his property on 9/9/2021. The inspection was done on 9/15/2021. Estimate was sent to customer on 9/16/2021, at which time the customer requested a discount as the project was "way over his budget". We provided a discount for the work as a courtesy and the customer confirmed the estimate. On October 4th, the customer requested itemized breakdowns for reimbursement from his insurance company. This is not a standard practivce for owner paid work, and it was explained we would do our best, but would probably not be able to provide every request being asked for. The work was executed per the scope of the estimate on 11/11/2021, and invoiced upon completion. The customer withheld payment until 11/30/2021 due to the letter requested after the confirmation of the scheduling had not yet been sent. Multiple invoices were sent with no payment. When explained that we needed to receive payment before releasing the payment, the customer finally paid. We provided the letter within 2 business days. Upon receipt of the letter and submittal to his insurance company, he informed us he needed more information. We explained we could not, but after him pressing us, we asked him to provide exactly what he was looking for. We provided that in a letter on 12/10/2021. We have done everything he has asked, and gone above and beyond in terms of what we would be willing to provide outside of a scope of work and inital estimate approval. Consumer Response /* (3000, 8, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry but I do not accept this response from the company. At this point I am just very uncomfortable with this entire situation and concerned with the way Jeremy communicates. All along I have been respectful and clear and patient. Jeremey's response to the BBB is not accurate, for instance he is now saying that I failed to make payment on time and that numerous invoices were sent to me to remind me. To clear up this incorrect information that Jeremy provided I clearly told Jessica that I was leaving on vacation and she said it was fine to pay when I returned. I am just shocked and honestly do not want to deal with this or anyone over at Thomas Roofing anymore. I want my money refunded, that's it. It is very obvious that Jeremy does not want to help. Please see the four emails I attached and you can see who is being polite and who isn't. Business Response /* (4000, 10, 2021/12/17) */ At this point, we are considering this matter closed, as we are not going to issue a refund for a scope of work that was agreed upon, and performed. There is no grounds to issue any type of refund, and we will not be doing it. We gave aprice for work that in no way included any reference to a letter on the estimate or invoice, and performed that work. Consumer Response /* (4200, 12, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not right and in no way is this business acting in good faith. If your not willing to issue a refund then the least you can do is do the letter I've been requesting for days. I was promised assistance with the letter after the job completed and the company has failed to do so. Business Response /* (4000, 14, 2021/12/20) */ We have a price for work. A letter to his insurance was not part of our contracted/agreed upon estimate. We performed the work. Wrote two letters, neither were accepted by his insurance company. Unfortunately he did not hire us to work under contract with his insurance company directly, therefore we are under no obligation to continue pumping out letters to try to get him money from his insurance company. Consumer Response /* (4200, 16, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is extremely unfair and shocking to continue to see the aggressiveness this business continues to show towards me for a request I had made prior to them starting any work and I have proof in writing assuring me that it will get done after the job was complete, there should not be any concerns at this point about blaming me of not letting you know about the insurance part when all was said and documented clearly prior to any work being done. I have repeatedly asked them very clearly from inception what it is (in detail) that my insurance company needs, however Thomas Roofing is not understanding the simple request of just doing this letter in the form of a breakdown listing each item and its cost in other words a "scope of work". On the other hand now it is me personally as the customer requesting this letter in which I am entitled to therefore, I would like this letter with the scope of work provided to me. Complaint Response Date bumped because: Holiday Business Response /* (4000, 18, 2022/01/05) */ We provided the final letter exactly as customer requested via email on 12/22/2021 with cost breakdown of materials as he requested. There is absolutely nothing more we can do to assist him. It is between him and his insurance company. Consumer Response /* (2000, 20, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Insurance company accepted letter.

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