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Complaint Details
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Initial Complaint
06/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Roof depot was contracted to install a roof on my new construction house and after a year after a big rain storm a leak was discovered. We contacted them about it and they don't cover leaks within the year which is mind blowing. A new roof should never leak just after 15 months! I contacted roof Depot and they said since it was so close to the warranty date that they would send someone out. Someone came out and couldn't physically see anything wrong, he said he would call the office and they would schedule a water test. It's been 10 days now and they've never called me back. When I tried to call them the said they had no record of a water test. This is the way they treat a disabled veteran who can't work and make me spend more money to fix their mistakes.
Business response
08/02/2022
Business Response /* (1000, 5, 2022/06/21) */ ************* contracted with Roof Depot for the installation of the customer's roof. ************* is the provider of the home's warranty. Roof Depot does not supply a warranty direct to *************' customer. Based on the customer's contract with *************, the warranty ************* provided the customer expired. This is possibly why ************* provided the customer with Roof Depot's information. Roof Depot does not walk away from potential problem issues. Roof Depot sent personnel to the customer's home to inspect it. The initial inspection did not find any failures. The technician decided to perform a water test which requires two people to perform. After reviewing the information and photos, it has been determined that an H-clip that is used in the framing of the house is poking through the shingles. Roof Depot is in the process of sending a technician out to repair the framing H-clip and the shingle. In a show of good faith, Roof Depot is making the repairs directly even though the homeowner's contract is with ************* and has expired. The disparaging remarks of the homeowner are unfounded and unfortunate. Roof Depot extended our obligation to him by tackling this issue outside of the warranty that existed with *************. The vast majority of our associates are Marine veterans, and we find it extremely insulting for the customer to imply that we are taking actions against him because of his service to our great country.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.