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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted Roof Giants for a full roof replacement (metal). I paid in accordance with their policy attachments show payments. On 8/22 and 8/23 they removed the old roof and installed Polystick XFR underlayment not in accordance with manufacturer's instructions. This resulted in leaks in my roof and the underlayment peeling off, underlayment bubbling/creases, and torn underlayment that were patched with tar ultimately comprising the water integrity of the product as well as the Class A fire resistance. I contacted the Roof Giants on 8/25 to report the leak and multiple issues with the installation of the underlayment, including pictures/videos. The company responded by sending a repair team to patch the leak area only. To resolve the issue the company needs to remove the improperly installed Polystick XFR, ensure all wood was not damaged by the removal, address the leak area, and reinstall the Polystick XFR in accordance with *********' (manufacturer) directions to ensure the Polystick XFR underlayment is effective. The company shall not conduct one off repairs to fix their mistakes and pass off poor workmanship, violation of code, and voiding of underlayment's warranty as the work they were contracted to do. In addition company laid the underlayment in consistently an a portion of the roof is done with separate gray material that does not appear to match the Polystick XFR. Videos of leak will be sent separately too large to attach to this file at this time. Thank you for your help.
Business response
08/26/2024
see attachedCustomer response
08/26/2024
The manager response seems to be the wrong file, it doesnt seem like it is from roof giants its referring to Los Gatos the wrong file may have been attached I dont know.Customer response
08/26/2024
Complaint: 22195732
I am rejecting this response because:
Sincerely,
****** ****Customer response
08/27/2024
The response from company attachment that was included was not from roof giants. They sent someone out yesterday, and said they will not reapply the underlayment. They had someone roll the current improperly installed underlayment and said its fine. Its not fine because it wasnt applied in accordance with Polyglass direction. This could void the ******************************************* Polyglass warranty letter.Business response
09/05/2024
Spoke with client.
We explained our process. He understood and is now happy with the work. He said he will cancel the complaint
Customer response
09/12/2024
Complaint: 22195732
I am rejecting this response because: I will remove the complaint once the company provides the warranty from ********* for the job conducted and remaining documents required about completion of final payment which has been made.
Sincerely,
****** ****Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired Roof Giants on 2/11/24 and paid them over $4000 to install a brand new metal roof on my home located at *******, **. They have applied for the permit and have been rejected THREE times by the city. They cant seem to get their act together. I have spoken to the owner of the company over two weeks ago who assured me that the r permit would be approved of within a couple of days. I spoke with the office manager last week again and she stated that she would followup with me on 5/6/24 and that the permit would be obtained no later than 5/6/24. I emailed her demanding followup on 5/6/24 without a reply. She and the company are dodging me. It has been almost three months and they cant even obtain a roof permit to start the work. At this point I demand a full refund for failure to initiate the job.Business response
05/13/2024
This was solved. We have acquired the permits and are scheduling to perform the work on 5/21/24. The client agreed and is ready to start work.Customer response
05/13/2024
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,
*********************************Initial Complaint
11/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They dont want to fix the leak on my new roof and they charge me **** more dollars for a ***** jobBusiness response
11/20/2023
We have made the repairs even tho it was not our responsibility and we never worked on that part of the roof. we did the sloped roof and not the flat. he complained about the flat leaking. we fixed it anyway as complimentary repair. no further issues. please close the complaint.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.