ComplaintsforFasten-Pro Roofing, LLC

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Fasten Pro Roofing to clean, prepare, and paint the valleys, flashing, and chimney counters on my roof in 2021. The owner, Ray M****, and an associate completed the job on 4/28/2021. The paint began to peel in less than a year, and I contacted the company for resolution. Ray and another associate cleaned and repainted the valleys and flashing at no charge on 5/5/22. At the time, Ray assured me that he had corrected the issue with the original work. The paint began peeling again this year. I contacted the company again for resolution, and an associate came to my house on 8/17/23 to evaluate the issue. This time, instead of rectifying a job that was not performed correctly on the first or second time, Fasten Pro sent me a proposal that would have me pay for the rework. I called their office on 8/25/23 to learn why, and I was told that the company does not provide a warranty for paint jobs. I can understand that for normal wear and weathering, but that is clearly not the case here as indicated by the attached pictures. Still trying to seek resolution, I called the owner, Ray, and left messages on 8/29/23, 8/30/23, 9/1/23, 9/6/23, and 9/8/23. Ray never returned any of my calls. I used Fasten Pro for past roof inspections and other work. I was very pleased with the work and support from Ray and his company until now. I would like Fasten Pro to correct at no charge the work that was not done properly the first or second time.

  Business response

  09/13/2023

  Good morning! There was communication between the office and estimator with the customer. We did perform the service the second time at no cost to try to rectify the situation. And although, painting is not a warranty issue, we did perform that service at no cost. The home owner was given an estimate, for less than the normal cost to fix this issue for the third time. We try to always go above and beyond and correct issues, that is why we did this repair at no cost, however, we can not keep performing non warranty issues at no cost. We therefore discounted the repair to assist with the costs and tried to be fair in doing this repair. This information was passed onto the customer. 

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  I do not accept the company's response.  Why would I invest more money in a job that Fasten Pro did not perform correctly the first two times?  I simply want properly completed work for my original payment.  Flashing paint should not peel within 1 year.  It did this both times.  I can only conclude that Fasten Pro either did not prepare the surface appropriately or used the wrong materials/application.  

  
  
  Thank you!
  **** ********

  
  Regards,
  
  ***** ********
  

  Business response

  10/27/2023

  I apologize you are unhappy with the service provided. Painting is a maintenance service and there is no guarantee how long it will last due to the amount of water, algae growth, etc. that can take place even if the surface is prepped. We always try to go above and beyond to provide the best service and quality to every homeowner regardless of the job needed. But we can not continue to perform non warranty work at no charge. A discount was provided to try to be as fair as possible.

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Attached is another picture of the flashing.  You can see the peeling is significant in both valleys.  This is after only one year.  Can Fasten Pro be proud of this work?  I hired the company to correct an issue with flashing paint that was wearing away after 13 years of weather exposure.  The objective was to prevent rust, loss of integrity, and water leakage into the house.  Fasten Pro did not accomplish those objectives.
  
  Regards,
  
  ***** ********
  

  Business response

  11/01/2023

  We are not going to perform non warranty work at no cost. Painting is maintenance item. We apologize it did not last as long as you anticipated. 

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It seems that Fasten Pro has no plans to resolve my complaint, so I don't know what is the next step.  I don't plan to pay again for a service that was not performed properly the first time.
  
  Regards,
  
  ***** ********
  

  Business response

  11/02/2023

  Sorry we could not come to an agreement to resolve this matter

  Customer response

  11/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  
  Regards,
  
  ***** ********
  

  Customer response

  11/07/2023

  This matter is not resolved because the paint on my roof flashing is peeling badly.  The business does not plan to correct the problem, and the BBB process will not change that.  You can close the complaint, but please indicate that it was not resolved to my satisfaction.

  Thanks!

*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. ↩