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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Duke Contractors installed a new roof in 2019 and we continually have issues with leaks since. They provided a 15 year warranty. They do not respond to emails or phone calls. Water has been accumulating on the roof and causing damage over time. They did not properly install the roof for proper drainage and now will not honor their warranty.We added a coating in 2022 and you can see the picture of the roof just after the coating was applied and a year later with the coating having dissolved away as a result of the all the water that has not drained properly.
Business response
02/08/2024
We are currently working with ***************************** to get this resolved. As of now our team is working to resolve this issue and creating a slope on ******************************* roof in order to provide proper drainage on the roof. Our company is covering the warranty for this job.Customer response
02/12/2024
Complaint: 21191545
Duke Contractors did reach out to me on February 1st to confirm that they can come out to inspect the roof the next day. I responded with a confirmation that that would be okay but they never arrived and I have not heard anything from them since.
Sincerely,
*****************************Business response
02/29/2024
At **** Contractors, we deeply care about the satisfaction of our customers. We sincerely apologize for the inconvenience caused by the leaks in your roof.
Our warranty team have been in contact with this customer since he submitted this complain.
We have taken charge of the problem:
Inspection: A team of our best technicians has conducted a thorough inspection of your roof to identify the source of the leaks.
Solution: After the inspection, the origin of the leaks has been determined and a comprehensive repair plan has been designed to permanently solve the problem.
Warranty: We will honor our warranty and cover the costs of the complete repair.This should be completed for the next week.
Business response
03/05/2024
Dear Better Business Bureau,
We are writing to follow up on the recent complaint filed by ********************************* (Case # ********) regarding the installation of his flat roof at ***************************************************
We at Duke Contractors take all customer concerns seriously and are committed to resolving issues promptly and fairly.
We are happy to report that we have completed the necessary repairs to address ************************** concerns. This included the installation of a brand-new tapered insulation system, designed to prevent future ponding and ensure proper drainage. This solution adheres to industry standards and will significantly extend the lifespan of the roof.
We have honored our warranty and covered all costs associated with the repairs. We understand that this issue may have caused inconvenience, and we sincerely apologize for any disruption it has cause.
We are confident that the new tapered insulation system will permanently address the ponding issue and ensure a trouble-free roof for years to come. We welcome ********************** to contact us directly if he has any further questions or concerns.
Thank you for your time and attention to this matter.
Sincerely,
The Duke Contractors Team
Business response
03/05/2024
Dear Better Business Bureau,
We are writing to follow up on the recent complaint filed by ********************************* (Case # ********) regarding the installation of his flat roof at ***************************************************
We at Duke Contractors take all customer concerns seriously and are committed to resolving issues promptly and fairly.
We are happy to report that we have completed the necessary repairs to address ************************** concerns. This included the installation of a brand-new tapered insulation system, designed to prevent future ponding and ensure proper drainage. This solution adheres to industry standards and will significantly extend the lifespan of the roof.
We have honored our warranty and covered all costs associated with the repairs. We understand that this issue may have caused inconvenience, and we sincerely apologize for any disruption it has cause.
We are confident that the new tapered insulation system will permanently address the ponding issue and ensure a trouble-free roof for years to come. We welcome ********************** to contact us directly if he has any further questions or concerns.
Thank you for your time and attention to this matter.
Sincerely,
The Duke Contractors Team
Customer response
03/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.