ComplaintsforHinckley Roofing, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 23, 2023 Complaint to BBB See attachment, "Complaint" In summary, I called originally to get an estimate for fixing leaks in my roof that were around the chimney and relied on the inspection by Hinckley Roofing's estimator, "******," to schedule work to fix them. ****** determined that the chimney was OK and only the flashing needed to be redone. He claimed the step flashing has been omitted by a previous contractor. Of course, the work order has to be more specific than "repair leaks" and simply stated to reflash the chimney. By the way, when the workers did the reflashing, they found that step flashing had in fact been done and looked OK. Now, Hinckley Roofing has claimed the real problem is the chimney and has refused to do further work on it. I have recordings of the original call to Hinckley and later with ****** when he called to schedule an inspection. They are in .wav format and will be provided if requested. Attachments: Full version of complaint and history Copies of letters sent asking for a meeting to resolve issues Copy of paid receipt for the work.

  

  Business response

  03/13/2024

  Please find attachment lists that we have tried to solve this problem with **** for some time.  It has been determined that the masonry is leaking, and we do not repair masonry only the flashing.  We have made several attempts to reach **** to get this resolved.  He has all our direct contact numbers and emails.  He has not responded except for filing/mailing complaints.  

  Customer response

  03/14/2024

   I am rejecting this response because:

  1) The business has made no attempt to contact me by email or telephone, since the last visit by *****.  My telephone notifies me of any "missed calls."

  2) The recorded conversations show clearly that I asked for a determination of the problem.  Their agent (******) determined that the bricks were OK and what was needed was reflashing, because the previous contractractor had not installed "step flashing."  It turns out that their agent was incorrect on that point.  I observed that step flashing was present when the workers removed the old flashing.  The workers concurred.

  I am willing to share my recordings with BBB and the business, if there is a way to attach .wav files.  The business' automated phone informs callers that recordings are made.  So the business should have those recording already.

  
  
  

  
  

  

  Business response

  04/24/2024

  We were called out to **** Home for a leaking chimney.  We found that the chimney flashing was in need of repair.  After flashing repair was completed, it was determined our repair slowed the leak but water was still getting behind our flashing from the masonry part of the chimney.  Masonry leaks can not be determent till flashing is known to be operating properly.  We have made multiple attempts to resolve this matter but a mason is needed.  This could require a complete removal of the chimney, rebuild and re-flashed again.   We have come to the conclusion to  issuing **** a full refund of our services provided.  We will not continue any service to ***** chimney,  His refund will be sent out 4-25-24 for a full reimbursement.

  Thank you.

  ** ********

  Hinckley Roofing Inc.

*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. ↩