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Complaint Details
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Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business put a new roof on our house in *****. This is the third roof I've had put on the house in the last 40 years. The first two roofs had no issues and were replaced after their normal life expectancy. This roofing job is experiencing numerous problems with shingles coming off the roof. I contacted their sales rep ****************************** ************, and he said that the warranty was only for a ******* ship issues, which I don't have a problem with. I said that we would pay to have them fix it, even though I have concerns about that. He says he came to look at the blown off shingles and will send someone down to fix them but hasn't and it has been 5-6 months the roof in now leaking. Now he won't return phone calls.Most importantly, as we had very few, if any problems with the first two roof replacements I don't understand how this one could be anything but workmanship issues.
Business response
07/10/2022
We spoke with ************************* yesterday, 7/6/2022 relative to his claim with the BBB. I apologized for Fairbanks Roofing for not getting out sooner to do the repair. I explained how we have been operating short handed and behind schedule due to pandemic and supply chain issues and could get out there today, July 7th, 2022. He told me not to bother as he had someone else to do the repair. **** acknowledged that we did come out when the initial call came in, accessed the problem, had a work order in place to correct the issue but unfortunately we were unable to meet his expectations and timeframe for the work to be performed.Customer response
07/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQI reject their response as it glasses over poor customer response and care.
First, this have been going on since the fall of 2021. After numerous calls since the fall of 2021 (I believe it was September) they said they came out and looked at the missing and broken shingles. We were not home when they came but they said they would fix, it but it wasn't covered by warranty as it was not a ******* ship issue. We didn't really agree as we have never had a roof fail as quickly as this one but we wanted it fixed and said we would pay them to come and do it.
Months later and after a few more phone calls it was still not fixed and in July the roof began leaking due to the missing shingles. I called them on June 27th at ************, the Salesman's cell phone number, and said the roof was now leaking and that he needed to get back in touch with me within 24 hours. I never heard back from him until July 6. He said he was calling me because his boss told him to because of my complaint. He couldn't remember if he had heard my message on his phone as he 'gets so many.' He said he was sorry, they were really backed up and short of help. He said they could come out the next day, but later in the conversation he said the next day or two. Again saying they were really backed up and short of people.
We had already had another ********* ***** contractor come out and say they would be back the next day to replace the broken/missing shingles. They did and the roof is now repaired. They are very busy too and have labor and supple problems, but they also have Customer Service!
He also said that the shingle problem was due to the shingles we picked. However all we asked for was a particular color/style (white architectural) and did not specify a manufacturer as we don't even know the different manufactures. Maybe they picked the cheapest shingles possible once they got the job?
Regards,****
Business response
07/17/2022
As I discussed with ****, we sincerely apologised for not getting out on a more timely manner on his repair job. There is nothing more I can really say about that issue that hasn't already been said to him. It was about 5-6 shingles that blew off from the high winds he experienced this past Spring at his beach house which wasn't installation or nailing pattern problem, it was excessive high winds problem. **** also mentioned the person who did the repair said he thought it was due to the brand or type of shingle we installed. On our proposal we had specified Certainteed Landmark Series Architectural Shingles. **** said he wanted us to match a particular color and style that he liked that was already on the roof so that is what we ordered. That was an *** Cambridge Dual **** Shingle. He had some left over from previous work so I took one, matched it up and that is what we ordered. We didn't even do the whole complete roof. There was one section where we just replaced some blown off *** shingles at his request and a few on a separate family member's house next door. His assertion that we picked the cheapest shingle once we got the job is totally false. He picked the shingle. Actually, we never install or recommend *** shingles except for customer special requests or if we would be tying into another section of roofing that had those shingles and were not being replaced. So we proposed Certainteed Landmark, like we always do and he picked the *** Cambridge Dual **** to match what was existing on the house that we were not replacing. We have a copy of the contract with Certainteed crossed out, *** Cambridge written in and the **** that we sent out on 11-06-13 that clearly states what we installed. He even wrote on the **** when he mailed it in, Roof Looks Great, Thank You! In closing, all we are responsible for here was poor response time in addressing the problem.Customer response
07/18/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQObviously we can keep going back and forth. Yes the roof looked great when the finished it. It did not hold up as long as previous two roofs we have had, regardless of the type of shingle.
Regards,****
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