ComplaintsforProfessional Roof Technology, LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a roof leak issue on our roof. On 8/6/2024, Professional Roof Technology sent one guy over to repair the flat surface part of my roof. He patched the roof and then poured some gravel over the patch. On 8/15/2024, Professional Roof Technology sent **** and his **** to fix the valley part of the roof. He returned the next day (8/16/2024) to finish his work. On 8/20/2024, I sent a check for $2075.52 to Professional Roof Technology for the roof repair service. There was a one-year warranty for the service. We had a lot of heavy rain and storms after the roof repair. Piles of gravel washed off to the gutter and the top of the porch screen. Before the roof repair, we had never had a gravel issue on our roof. We clean our roof every year. My **** had to go to the roof to clean the gravel and the gutter. The gutter was slightly damaged because of the weight of the gravel. On 9/9/2024, I texted Professional Roof Technology, explaining the issue, and requested someone from the company come to my house, check to see what the issue might be, and explain to me. ******************* called me 3 minutes before my scheduled work meeting. During those three minutes, he told me he could not send someone out because the gravel was my years of accumulated issue, not his. He would have to charge me for sending someone over. After my work meeting, when I became more available, I texted his company and left a voicemail on their company phone. They ignored my texts and voicemails and never returned my phone calls. This was only 28 days after the roof repair, and we were supposed to have a one-year warranty.

  Business response

  09/12/2024

  Based on your complaint, you do not seem to have any issues with the roof repair, only the gutter which was not in the area where we worked.  While we are quite certain that a relatively small roof repair which was over ten feet away from the closest gutter on your home had no bearing to any issues with your gutter, we are happy to discuss this with you further.  After our conversation on Monday, we had no voicemails from you, nor did we have any texts from you.  I personally reached out to you yesterday leaving you a voicemail and sending you a text asking when a good time would be to speak.  At this point, we have not received a response.
  We have always been and will remain committed to being responsive and helping our customers with their roofing needs.  We look forward to hearing from you to further discuss this matter.

  Customer response

  09/13/2024

   
  Complaint: 22265212
  
  I am rejecting this response because:

  The business claims they did not receive my texts or voicemails. While I acknowledge that voicemails can be difficult to verify, I have attached a screenshot of my text message history with Professional Roof Technology as evidence that I did attempt to communicate.

  My primary concern remains unaddressed: the sudden appearance of piles of gravel after the roof repair. This is something that never occurred prior to their work. I paid $2,075.52 for the roof repair, my one-month salary. The service was supposed to come with a one-year warranty. According to *********************, having someone come to check out possible post-repair issues within one month would cost extra beyond the $2,075.52 I already paid, despite the warranty.
  I maintain that the gravel issue is not due to "years of accumulation," as the business suggests. We clean our roof annually and never had this problem before the repair. The accumulation of gravel has caused additional issues, including damage to the gutter, which we now must address.

  Moreover, I find the tone of the companys response dismissive and lacking in accountability. Rather than focusing on whether they received my messages, I would appreciate a more customer-focused response that acknowledges my concerns regarding the quality and effects of the repair. I am deeply disappointed with the post-repair customer service I have received. As a result, I do not wish to have any further contact with Professional Roof Technology. 

  Sincerely,
  
  ***************

  Business response

  09/16/2024

  While we disagree that the small amount of granules used for the repair of your roof (which was initially installed by a different company many years ago) had any impact on your gutter several feet away from the repair work we performed, our response was not meant to be interpreted as dismissive.  You stated this is your primary concern and is still unaddressed. You also mention that you do not wish to have any further contact with us.  Unfortunately, it is very difficult to provide additional assessment or assistance if you will not reach back out to us.  If you change your mind on this matter, we will be happy to discuss this further and work to resolve your concerns.  Additionally, our warranty still stands.  Based on your responses,there does not seem to be an issue with the roof repair work, only gravel being in your gutter.
  We have been helping people with their roofing needs for many years.  We remain committed to helping our customers with their roofing needs as well as being responsive and ethical to any concerns that may arise.
  
  

  Customer response

  09/16/2024

   
  Complaint: 22265212
  

  I appreciate your response, but I must reject it for the following reasons:
  1) Main Concerns Still Unaddressed: The issue is not just about gravel in the gutter but the potential impact of your repair on the roof itself. The gravel problem only began after the repair, and the companys response continues to suggest it is unrelated, despite my history of roof maintenance and cleaning.
  2) Warranty and Charges: Your refusal to send someone to inspect the issue without additional charges, despite my roof being under warranty, is unacceptable. This was only 28 days after the repair, and the expectation was that post-repair issues would be addressed without additional costs.
  3) Lack of Accountability and Tone: Your previous communications are dismissive and unaccountable. This tone and your reluctance to address my concerns in a customer-centric manner have caused me to lose trust in further communication.
  For these reasons, I do not wish to continue any further contact. I have lost confidence in your company's ability to provide quality customer service.
  
  

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