ComplaintsforVanity Roofing

• Initial Complaint

  28/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company was hired by my neighbour to repair her roof. Ads re[airs were taking place they blocked our driveway with a dumpster and started to throw pieces of my neighbors roof into the dumpster, but hit my roof with a large piece and broke over 27 feet of a roofing beam. i spoke to the roofers on site at the time and they told me to contact the company. I did contact the company the next day and was told to go to hell. since then I have had to have my roof fixed at a cost of $2700.00 and this company has done everything they can to not take any responsibility and saying to myself and my wife that we "must have broken it". We have just contacted them for the last time as the owner said, it must have been us that broke it. Now we are out the money for damage we did not cause by a company that does not care.

  

  Business response

  29/03/2024

  We take all complaints seriously and strive to resolve any issues our clients or their neighbors may have. We apologize for any inconvenience or distress this situation may have caused.
  

  Upon receiving your phone call last week, we immediately sought to address your concerns regarding the alleged incident that occurred nearly two years ago. As we had no prior record or complaint of this incident, we requested documentation or a report that specifically attributed the damage was caused by our work at your neighbors property. This is a standard procedure to ensure that we take responsibility for our actions and provide compensation where it is due.
  

  We understand your frustration, and we are committed to finding a fair resolution. However, without the requested documentation, it is challenging for us to ascertain our liability in this matter. We encourage you to provide the report from the roofer who repaired your roof, as it would greatly assist in clarifying the situation.
  

  Please know that our intention is not to evade responsibility but to ensure that any actions we take are based on factual evidence. We value our reputation and the trust of our community, and we are eager to resolve this matter amicably.
  We are open to further discussion and are willing to review any additional information you can provide.

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:***** ********* ****** ********* ********* ** ********* *** ******* **** ** **** *********** ******** ** ****** * ****** **** **** ******* **** **** ***** **** *** ****** **** *** ****** ** *** **** *** **** *** ****** **** **** **** *** **** ******* ** ** *********** ***** ** ****** ** *** ******** ******  At the same time, I was looking for the photos on my old phones that I had to corroborate my email, and the subsequent messages that went back and forth from my neighbour. 
  
  We received an email from ********** that although they fully agree with the fact that the roof was damaged due to the force of the roof being hit from above but have also stated ( and I agree with them) they are making such a statement without having seen the original damage take place, they did not feel comfortable in making that statement. I agree with them and as business owner myself, I would not do this having not seen the original damage. I don’t agree with vanity asking the roffing company for this, and although they do not have any recollection of me calling them, that does not mean it did not take place. I know that I should have made this complaint earlier, but I was trying to deal with my neighbour over this and have her contact vanity as she was also there, but is doing the minimal to be helpful, so that is why I have returned to the company to seek a resolution. To be honest, I am not sure where to go from here and as I do not have the photo evidence anymore, and the cost of the roof repair is the same amount as a lawyer, then small claims court is not an option. I am not making erroneous statements against a company as I know what that can do to one’s reputation, but at the same time, I have had to repair a roof that was damaged by vanity roofing and perhaps they should speak to their employees that I did deal with on that day. The work was done at ** ***** ***, so they have the work order and the people that went to this address numerous days in a row to fix the roof. 
  
  We sought the BBB as the we felt that the public deserves to know what kind of company Vanity roofing is that they are requiring statements from other companies that had nothing to do with Vanity Roofing. ********** would state that they are positive the work came from the impact, and Vanity Roofing is asking for something that is unattainable as ********** was not there when the damage took place but fixed it afterwards. I was there and did speak to Vanity roofing employees, so I put it back on Vanity to speak to their employees and stop passing the responsibility to the complainant.
  
  Thank you for your time.
  
  ***** *******
  

  
  

  
  

  

  Business response

  20/04/2024

  After conducting a thorough internal review and discussing with our team members who were present during the work at ** ***** ***, we have not been able to verify the incident as described. In the absence of recollections or documentation from our side, and without concrete evidence or documentation of the damage being linked directly to our services, we find ourselves at an impasse. Upon inspecting both homes, we observed that the logistics of debris removal make it highly unlikely that our operations could have caused the reported damage without deliberate and unreasonable actions on our part.
  

  We strive to maintain the highest standards of service and integrity, which helps protect both our clients and our reputation. Requesting evidence for claims, especially those reported long after the alleged incident, is a standard practice that ensures all actions we take are justified and based on clear facts. This does not reflect negatively on our company but underscores our commitment to fair and responsible resolution of disputes.
  

  We regret that this issue was not brought to our attention sooner, as early communication might have allowed for a different approach and potentially a mutually agreeable resolution. Unfortunately, we were not made aware of any damages until a request was made for us to cover repairs allegedly caused by our services two years earlier.
  

  At this moment, without further substantive evidence, we are unable to take further action on this matter. We believe this approach ensures fairness and accountability for all parties involved. We remain open to any new information you can provide and are here to discuss this issue further should you wish to do so.
  

   

  Customer response

  22/04/2024

  
  Complaint: ********
  
  I am rejecting this response because as vanity stated in their response, it was deliberate and unreasonable actions on their part. I did call them and spoke to them immediately the day it happened . so again just because they do not recall it does not mean it did not happen. Their is documentation in the form of phone calls and talking to the roofers the day of the incident.  This is just another way for vanity to not tale responsibility and shows that Vanity is not a company that practices fair business in any way and leaves it to the customer to fix a problem they caused. this is not going to go away as I am still out the money for the roof I had to have repaired due to the deliberate and unreasonable damage to my house that vanity caused. I am owed $2700.00 from vanity roofing...period.
  
  Sincerely,
  
  ***** *******

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