Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not heard from the business in response to my complaint.

  The water stain on my ceiling continues to grow and large pieces of plaster skin are hanging from the ceiling or have fallen to the floor.  Each day I pray it will not rain and make the damage exponentially worse.  I dare not fix it until this matter is resolved in case ABC’s insurance company needs to take pictures.  We have had a good relationship in the past.  Please do the right thing, and quickly.  Every raindrop hurts.  Thank you.

  4 and August 11, and got the same response. I never heard back.
  I called September 15. By now, my stain was MUCH bigger, the plaster was cracking, and I was getting leaked on. The person I spoke with said he would call me the next Monday with a time when they would be here on Tuesday. I never heard back.
  I tried to call September 21 and 22, but the voice mailbox was full. An email to that number got no response.
  Today, I found another phone number (************) which would not allow a message to be left.
  Now, my ceiling is leaking, the stain is approximately 3 ft x 1.5 ft, and there is a 14" x 5" piece of plaster skin hanging on by one edge.
  I would like the roof fixed at no charge to me. I would also like my plaster ceiling to be restored to its original condition which I don't think I should have to pay for. If ABC had done the work when I first notified them and was told they would get back to me, the damage would have been minimal.

  

  Business Response

  Date: 10/19/2023

  I sincerely apologize for our lack of follow-up. Even when work we have done in the past is long out of warranty, as is the case here, we will still make every effort to respond to respond to complaints, and at the very least, try to diagnose the problem.
  

  ABC Roofing has been going through a couple of major transitions over the past several months, one of which is that we were moving our office location during the time period referenced in the complaint. As a result, our normal procedures and systems were interrupted, and some customers slipped through the cracks. Unfortunately for her AND us, Mrs. ********* was one of them.
  

  We will be contacting Mrs. ********* asap and making arrangements to re-visit her roof.

  Greg F****, Sales Manager, ABC Roofing & Exteriors
  

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because:  As someone who was self-employed for 25 years in the machine controls and factory automation industry, I know that there are many benefits to being your own boss but there are also downsides, one of which is that whatever is going on in your personal or business life cannot affect your customers.  

  If I had not been strung along from the very beginning with promises that my situation would be addressed immediately, and ABC Roofing had been straight up with me about their problems, I would have been sympathetic to their situation, but I would also have been able to immediately contact another roofer and had the trouble resolved while it was small, months ago.  Now, I have a very large area of my newly replastered kitchen ceiling ruined and falling down, which only started this quick decline after ABC "fixed" my roof.  As I see it, I am the only one who has suffered by "falling through the cracks." 

  As it is, ABC still has not contacted me directly, nor have they returned my $100   per their response, so I have no hope that their service to me will improve.  Therefore, I have already contacted another roofer to make repairs.