ComplaintsforThe Tom Yancey Company

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company replaced a roof back in 2020 however problems occurred in December of 2022 I brought that to the company's attention and specifically to *** Yancey and currently May of 2023 there still is no resolution. The company refuses to come out to check the water damage on the ceiling in my bathroom which is directly under for a lack of better words the venting system or cones that was put on at the time of the roofing. I had a plumber come out they said it has nothing to do with an HVAC issue as *** Yancey stated this is a roofing issue as my furnace and AC is on the ground level and not on top of the roof. Additionally the tubes drain downward not up. The leakage only starts when raining. There was a small wet spot before the reroofing started as the roof was very old and after the new roof it stop until there was a heavy rain in December of 2022 and January of 2023. I feel that there was a bait and switch that took place because a ****** job ******* to a ****** job? This company refuses to honor the warranty and now my bathroom ceiling is damaged. I paid cash for this job and I wasn't given a cash discount as promised. This company lied to me from the very beginning.

  

  Business response

  06/05/2023

  Our written response is attached in the form of a PDF file labeled 'BBB ************************* Response' in your system. Thank you.

  Customer response

  06/05/2023

   response because: This company  was not being truthful when they stated that they came to my home after the roofing job and water leaks new ones continued.  The truth is they NEVER step foot on my property again ,so I will see them in SMALL CLAIMS COURT!
  

  

  Business response

  06/07/2023

  As much as we would like this issue to be resolved prior to any action being taken by the homeowner, we are prepared for Arbitration. Might we suggest a roof inspection form an independent third party prior to involving the courts? If there are any roofing issues that are related to our install, we will gladly take care of them, as she was covered under our guarantee during her initial complaint. However as you can see from our previously submitted photos, the roof is in good standing. The ceiling stains that have re-appeared, are not new leaks, rather the old leaks bleeding through an improperly painted ceiling.

  Customer response

  06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $475 to The Yancey company to cover the roof to prevent further damages. They gave me a quote to replace my roof and I was told that the repairs would take at least 6 weeks to complete. The owner mentioned that he can come cover the roof for 475 to prevent any water damages from occurring before they start replacing the roof. They didn't even cover the roof properly as promised and caused the entire roof to collapse causing thousands of dollars in damages. I will be filing a formal complaint.

  

  Business response

  12/07/2021

  This person came into our offices to discuss their failing roof. They were complaining of a massive leak in their bedroom upstairs, where the ceiling was caving in. We agreed to go out and inspect their roof. After inspecting their roof, it was determined that they were in need of roof replacement, as their existing wood shake was failing and was visibly missing in areas above the 2nd story bedroom.
                  We agreed to write a proposal to re-roof their home. They made it clear to us that they would be using a third-party funding source, (Ygrene) and would not be able to move forward until they had approval from Ygrene to proceed. As you can see from the last page of the attached proposal provided to you by the complainant,they did not accept the contract. Because they were experiencing water intrusion at the time, we offered to provide a Service Call, which would temporarily attempt to keep the water out of their leaking roof. A service call is a billable service. Service calls are billed as follows; there is a one-time $475.00 mobilization fee charged to the customer as a deposit. This initial mobilization fee includes one hour of labor at the residence. Any additional hours beyond the initial hour will be billed at $124.75 per man, per hour. Any and all materials used will also be billed upon completion. This was explained to the customer at length,in our office. Not only did he accept the terms, but he also provided a credit card we could use to charge the initial $475.00 deposit.
                  Since we were in the process of potentially moving forward with the re-roofing contract, pending funding approval, we offered to waive the $475.00 service charge, and show the $475.00 discount at the end of the entire re-roofing project. This was also a way of earning their future business. We sent out a technician to cover their upstairs bedroom, as that was the area described to us as the most in need of repair. Our crew of two spent two hours on the roof above the uppermost bedroom, installing 6 mil transparent plastic, (industry standard)and also installing 1 x 3 x 10 sections of wood, to anchor down the plastic tarping,also a quite common industry practice.
                  Upon completion of the service call, we were made aware that their funding had fallen through with Ygrene, as the underwriter determined they needed to show higher income. Since we were not yet under contract, and the service call was completed, we billed the customer as per the original  agreement, $475.00 plus additional time, and materials. Upon receiving this **** for the remaining balance due, ***************************** became furious. He came into our office and began shouting threats at us regarding the ****. Claimed that we were robbing him and that the tarping had already fallen off. He became so verbally abusive, and increasingly agitated with his physical movements, we had him escorted from our offices.
                  Since he made the claim that the plastic was falling off, we inspected our work. Our work is still up there, properly anchored and doing its job. ******** mistakenly took a picture of the overlapping plastic and assumed it had blown away. The roof is admittedly difficult to see from the ground, so he does not know any better.
                  Given the belligerent actions by **************** in our office, and his gross misunderstanding of the entire ordeal, Mr. ********************** agreed to immediately issue a refund for the $475.00 and waive the remaining balance of $367.33. Also, the proposal that was offered was to be rescinded. Since the proposal that was offered to them was not accepted prior to the 7-day validity period, it was not necessary to notify of any action in that regard.
                  Now, we are being harassed by Mohammeds daughter on various social platforms, completely mis-representing the facts and events, and also insinuating that their failing roof and roof leaks were somehow related to us. At this point, their actions have been noted by our attorney, and pending the result of this BBB inquiry,will be acted upon appropriately to avoid the further slander of our name. We are not now, nor will we ever be under contract for their re-roof, and we have already issued a refund for their service call, as we have no intention of ever doing business with the likes of these people again.
                  It has become disheartening to say the least, dealing with customers complaints in this regard. It is clear and obvious that they are trying to get something for nothing.They were denied financial assistance for their re-roofing projects, and now they are trying to place blame on us for 30 plus years of roofing negligence.This complaint has no merit and should be dismissed immediately. Furthermore,since we completed the repairs, they are complaining about, there has not been any rain to cause the damage she is claiming we caused. This is a complete waste of the BBBs time and ours.
  

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