ComplaintsforComfort Cover Systems, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new roof done by comfort cover 6 months or so after ***. It is leaking in several areas along with the fact water is getting into my electric box leaking out of wall sockets. After a week of calling they sent a worker out who took pictures and agreed the roof needs to be repaired or replaced. I have called every day since the inspection and cannot get a reply when repairs will be done.

  

  Business response

  09/10/2024

  Our first inspection the technician inspected the roof and said he could not find any issues. He took pictures to go over his findings with the service manager.  The service technician did notice holes in the siding that could possibly be a source of water intrusion. 

  The second time we were there, it rained while we were there and upon inspection, there were no active leaks. As a courtesy, we scheduled the roof to be cleaned to be able to inspect the roof even better. 

  Our third visit, we cleaned the roof. The technician requested to go inside prior to cleaning to see if there were any changes before and after, but the customer refused to permit him inside.

  The fourth visit (yesterday), our service manager met with the customer and inspected the roof again. He went over the entire roof thoroughly looking for any possible concerns and addressed these. The customer stated there was no evidence of any water intrusion since the last time we were there with the exception of a light switch cover plate in a bathroom. The customer removed the ********************** plate; there was moisture dripping which in our opinion was condensation from the air conditioner vent blowing directly on it.

  Our service manager addressed the holes in the siding again with the customer; a hard blowing rain could cause water intrusion which is not the roof. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started calling this company in early 2023 (not sure exact date) but I started keeping a record on 07/06/2023 when I spoke to *****. During Hurricane *** the rubber roof that they installed on our house pulled away and would need to be replaced (fasha --not sure of spelling) and some metal. Talked to *** on 11/15/23 and told her nobody has been out at all and she said she would relay message to *****. On 12/19/23 called and talked to *************** and told him the issue and that ***** never called or came back and he stated he would log a repair ticket but it would be after the 1st of the year.So I called in February (i think) and ******* came out on 2/8/24 to fix it. He left saying he would be back in a week or two with ***** to redo the ****** and metal and replace it all the way along the front of the house where it meets the awning and the lanai. Called back on 3/4/24 and talked to ***** and he said ******* said it was replace and I advised it was not. He said he would get to it but due to "weather" that it would not be this week but possible next.Now on 3/21/24 - called and asked for **** the ** and was told he was out of office. Explained my situation again to ***, for the 10th time (actually probably fact) and she said she will send the message out to all (*****, ************************) to call me back.I have been given nothing but the run around with this company and told lie after lie after lie. All I want is my roof fixed (it has a lifetime warranty) and that is all. I can only assume more damage is being done the longer this waits.

  

  Business response

  04/09/2024

  Our service technician scheduled an appointment with them and they told him they are very happy with the results. I'm glad we were able to resolve their concerns.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Comfort roofing. We hired comfort and waited six month before we could get our roof replaced. They finally came to do the roof, took the gutters and downspouts off. When they were done we noticed a big hole in our bathroom ceiling and all the gutters and downspouts on the left side of the house were not put back on but left on the ground. My husband called them and they said they are not responsible for putting them back up.so why take them down if you know you were not going to put them back up?! This is foolishness and I have never heard such ridiculousness and no where in the contact it stated that they would remove the downspouts and not put them back up. Whats so frustrating is that the right side downspouts and gutters are still intact and not sitting on the ground like the left side. These issues needs to be resolved as soon a possible because its not professional to leave someones property worse than it was before you started. Not to mention the long wait time for getting our roof done. You guys must do better and have a better way of communicating with your customers. No one has yet to follow up with us to mitigate the damages and disaster that we are left with. Come on guys! This cant be the way you conduct business. Not acceptable. I am not happy at all. We need to be compensated.

  

  Business response

  02/22/2024

  Our service manager has been out to address the complaint and discuss the situation with you. He explained upon our install, we had to remove a section of the roof which was damaged by the hurricane. The gutter was attached to this section. After the roof was removed, there was an original gutter which we terminated at. The installer explained there was no reason to have a second gutter put back up since there was an existing one. Since the gutter he removed was in good condition, he said he stated to you he would leave it rather than dispose of it. I believe our service manager explained this with you also. It is our understanding you want the gutter back up to match the gutter on the opposite side of the home. Our service manager stated if it could be installed next to the existing built in gutter, for cosmetic reasons, it would be a double gutter and may cause more problems. There is no way to remove the built in gutter and there is no way the salesman could have known it was there when you signed the contract. Our service manager is trying to come up with a solution so you can have your matching gutter. His concern is where it would be attached, there may not be enough strength with braces or brackets to hold it up. He said he would give it some thought and get back with you. 

  Customer response

  02/28/2024

   
  Complaint: 21174663
  
  I am rejecting this response because:
  Your company representative did come to *********** weeks ago. The rain gutters were discussed along with the damage to the bathroom ceiling caused by your installers. We have not heard back yet as to how you will resolve our issues. When I was given the quote, I was assured by ************* that my gutters could be reinstalled. You state he was not aware of another gutter installed. He did go up on the roof and inspected. With the experience he told me he had, you would think he would have seen the situation. I have spent good money on the new gutters and I am not willing to throw them away. I am patiently awaiting the ceiling repair and gutter reinstall or compensation to have the job done.
  Sincerely,
  
  *********************

  

  Business response

  03/20/2024

  There is no way the sales rep would have been able to see the existing gutters. They were hidden under the roof which had to be removed prior to the new roof installation. Please get an estimate to have the ceiling repaired and submit it to us prior to having any work done. Thank you.

  Customer response

  03/24/2024

   
  Complaint: 21174663
  
  I am rejecting this response because:
  I am partially rejecting this response due to the gutter situation. I was told my current gutters would be replaced. Your representative who was here over a month ago looked at them and said let me come up with something. I have since texted him twice without a response. I feel that you are avoiding the situation. I will get a quote on the ceiling repair. I hope that your response is much quicker than what we have experienced so far. This job was done early January and we are now approaching end of March. Communication is not a strong point. 
  Sincerely,
  
  *********************

  

  Business response

  03/26/2024

  We apologize for the inconvenience in the time delay. You have not been forgotten. Our service team has come up with a plan and will be in touch with you this week to discuss this with you. Thank you for your continued patience.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got my roof replaced with this company and now after the job is done and after reading all the negative reviews Im disappointed in myself. I have a leak every time it rains a pool of water comes in the house. I have been contacting for months now they always say someone will call you but its but its been over 3 months since the job was done still nothing. On top of that really sloppy and messy work cigarette buds were all over the place and food trash , lets not mention they took 9 months just to even come do the job. Terrible service honestly please DONT use this company at all.

  

  Business response

  08/03/2023

  Following up on our service call with you, a water test confirmed your leak has nothing to do with the roof, the water is coming in your window. We showed you there are multiple openings around the window and when the water from the hose was placed there, water came in in less than one minute in exactly the spot you showed us inside your home. It saddens me that people are able to post negative comments and the BBB permits it to be public when so many of the complaints are unfounded. You can see how those comments negatively influenced you. I hope we have restored your faith in our company.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I met with salesman *********************** on 1/6/2023 to have a roof system installed on my moms park model home. At the time there was a small active leak that could not be located. I was told by ***** that the roof would be put on in May or sooner if there was a cancellation as this was a 1 day job. I gave a $500 deposit and was told I would be called a week before the work, when permit was pulled, by ***** or ****. I called in March, April and May and spoke with **** each time. He repeatedly told me that they were working on December contracts and he kept moving my install date out a little further, telling me to call back in 30 days. I spoke with him again today, 7/26/23 and now he says they are working on November contracts that they couldnt get permits for. I explained once again the need for the roof to get done, because of the leak, and now also because the new insurance policy will be due in September and a new roof needs to be done in order to renew the policy. **** told me to call back in mid-August, to see where they are at. I called **** back and asked for them to refund my $500 deposit and I will find another roofer to get this done. The response was look at page 4 of your contract, you only had 3 days to cancel and get your money back. Besides, some people put a third down , you only put $500. I told him hes had my $500 for almost 7 months and I havent even had a permit pulled. He told me they used my money to buy supplies so they wont be short for upcoming jobs. I explained I want my money returned so that I can hire someone else to do my roof. He said we dont do that. He wanted me to sign the cancellation section of the contract and said that was for their liability only. I asked, why would I care about your liability when you took my money for nothing? He said then dont. When I asked to speak to owner *************************, he said she wasnt available and would just say the same thing. This company is stealing from people.

  

  Business response

  08/18/2023

  It was explained to you about scheduling and when you cancel your contract outside of your rescission date, deposits are non refundable.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Effects of Hurricane *** on our home in ******* Roof needs to be replaced. Initial contact with them was October 5, 2022. Field adjuster assessed damage, provided an estimate, we accepted and asked for a contract. Over the next 7 months, the company has not performed their duty and is relying on a contract date, which was delayed by their representatives, on when we even get on the calendar to get the roof replaced. It's now the rainy season, no new roof, not scheduled, and no communication from them with any estimate of when it will be done. We currently live in ********* (until we retire) and are now concerned about our ******* property being damaged.

  

  Business response

  06/21/2023

  Your deposit and contract were received in February 2023. We cannot put anyone in the schedule until we have a valid contract and deposit. We then schedule accordingly.  We cannot give you an exact date at this time for installation as it depends on how long the jobs scheduled ahead of you will take. We understand you want your roof installed as soon as possible, just like everyone else who suffered damage from Hurricane ***. We look forward to getting your roof installed and will be in touch with you as we get closer to the date. Since you have have gone north for the summer, do you want the roof installed while you're up there or to wait until you return?

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I trusted this company gave them 4;410.50 cashier's check for the job. In Feb 27 2023 call them ask when will they start on my roof? Call the company found out cash the check. First the owner says I don't have enough workers. Then I called again and then he said he couldn't get the permits for the roof. I had a neighbor that had a different company finish her place in 4 days so I called comfort cover systems. Asked for a refund they said the contract says that if you ask for the money after 2 to 3 days there's no refund.

  

  Business response

  06/21/2023

  We have left multiple messages for ****************** to call us to schedule her roof installation and she has not returned our calls. Her contract date is March 1, 2023. 

  Customer response

  06/27/2023

   
  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,
  
  ***********************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to have the roof installed on 7-7-19. within 3 weeks I phoned and complained of moisture in the cupboards above the stove. Repair person came out and quoted "My Granny lives in a mobile home and that's what her cupboards smell like." I took his word for it. In Sept of 2022, i had an excessive amount of water come in the master bedroom closet and it revealed that the roofing material had been put on over inferior wood. The wood is crumbling. ***** from Comfort roofing came out and took off a very large vent that was not attached to anything in my house. that is where the water had come in. In April2023, ***** finally put the vent for the kitchen stove in the right place, but he added a vent to the front of the house, and it is not venting anything. I cannot use my bedroom closet as insulation and dirt are falling on my clothes. ***** came in and took pictures of the damage and said what needed to be done but it has not been done. I am a single 74-year-old woman and I think they are just stringing me along. The crew that did my roof was terrible. I had a roof put on by this company at my former home and had no problems. It was a very different work crew and ***** stated that the crew who did my roof are no longer employed by Comfort Cover systems. I don't know if ***** is taking orders from Rod or ******** but someone needs to take responsibility for shoddy workmanship!

  

  Business response

  05/10/2023

  We installed a single ply membrane roof over an existing shingle roof on the customers mobile home in 2019. After the installation, the customer *************************** some wood inside her home which showed signs of water damage. She called in for service. Our service manager has been out several times over the 4 years because she believed she had a leak. He has never found any active leaks.
  Another call this year and our service manager went out to investigate. The customer had a trusted neighbor whom she said was a retired contractor present also.
  Our service manager checked her entire roof and found no problems, nor was there any evidence of current water intrusion so he said the area must have been wet at some point prior to our roof installation.
  The customer was insistent we ************************ over bad wood, so with the trusted neighbor present, our service manager opened the section of roof over the closet down to the preexisting shingle roof, inspected the area and did not find any soft spots or evidence of any active leaks. Both the neighbor and our service manager agreed there was not an active leak there and what the customer was seeing was most likely from a prior leak. It appeared at one time that area must have been an area that required ventilation and the home had been remodeled to make that area a closet.
  Our service manager did not have enough rigid insulation to replace the area he cut out, so told the customer hed seal up the area and return at a later date to replace the insulation.
  The customer and our service manager had texted back and forth numerous times trying to schedule a date. One time a date was scheduled and when the service manager was only 10 minutes away, the customer canceled the appointment.
  Our service manager was able to reschedule with the customer and completed the repair on April 14th . He also changed out the existing vent over the kitchen. He did not add another vent as the customer stated in her complaint. It has been there since 2019. The customer stated she was very satisfied and thanked him for his follow-through service.
  April 24th  we received a voicemail after hours from her stating she would be filing a BBB complaint and contacting the building department. We tried contacting her to see what her issue was, with no response from her. Finally on May 2nd, she texted our service manager stating I need my roof job finished. Our service manager texted back stating he was not sure what she was referring to and reiterated what he had done on April 14th.
  Our service manager has been there several times since we put the roof on in 2019. Each time she has stated she had a leak, but we have never seen any wet areas or found any evidence of an active leak; it was always the same issue of the ceiling in her closet.
  We have gone out every time she has reported water coming in and have never found evidence of active leaks. We feel we have gone above and beyond to try to satisfy this customer.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction Dec13 2023 promised verbally to complete by March no later than April 2023. Excuses, poor reviews. Preferr to not do business with this company. Repairs are not their plans. 11 years ago they were good. Help us

  

  Business response

  04/19/2023

  This response was taken verbally by BBB:

  Since filing the complaint, the customer was scheduled, installed and has paid. The roof was installed by April as we originally advised.

  Customer response

  04/19/2023

   
  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,
  
  ***************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to schedule a roof cleaning with Comfort Cover since early September 2022. I called before hurricane **** This cleaning is included with my warranty. The hurricane hit and I fully understand that Comfort Cover needed to take care of homes impacted by the hurricane first. I have been patient.I have called several times and was told I was on the list and would be called.It has been over 6 months now. I spoke to "Rob" today who told me that because my roof is very steep, it will require two workers to clean it.MY ROOF IS NOT STEEP. It is a standard single wide that Comfort Cover installed, they have the photos.Comfort Cover has installed many roofs in ************ Mobile Home Park. My roof looks terrible and I'm concerned about getting a letter and possible fine from the ***** of ****************************** Cover is jeopardizing their reputation within the park and I do not understand that.

  

  Business response

  04/05/2023

  This response was taken verbally by BBB:

  We apologize for the delay. We will get this taken care of this month. This is a manufacturer backed service. We have hired a new employee specifically to provide these cleanings.

  Customer response

  04/05/2023

   
  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,
  
  ***************************

*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. ↩