ComplaintsforMulticon Of Florida, Inc.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am extremely upset with the lack of professionalism and responsibility of this company. I was a loyal customer and they had all the time for me until they got my money. They installed a very expensive roof in my house a little over one year ago and at the first rain fall the roof started leaking. They did a very poor job and now, they do not want to be responsible. The roof is leaking every single time it rains; so... can you imagine during a tropical storm or hurricane? Every time it rains, I continuously have to drain and clean the water. Calling them with a problem is a waste of time because their answer is: "We re too busy to go to your house. Excuse me? They got paid, but they did an awful job" and they were not busy at all when they begged for me to have "my business. They simply don't care once they got the customer. I urge them to resolve my situation! This is simply not acceptable... They are too busy to come to my house, but they were not busy at all to get my business! Please help in resolving this situation in an amicable way.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/11/26) */ Multicon has NEVER had any negative posts, or complaints filed against it on BBB, or any other social or professional networking site. It seems there was definitely a breakdown in communication, possibly, at least, in part, attributed to language barrier. First, the roof was installed over eighteen (18) months ago. Second, since that time and until the evening of Hurricane Ian on September 28th, there had been no leaks at all. Third, since the time of the installation, eighteen months ago, there has been the installation of a complete solar system (approx 30 panels) installed on this roof and a category 1 hurricane. When this customer called (several weeks after the storm), and was asked when the leak started, she said "the night of the Hurricane". We, too, were in the throws of then yet a second hurricane and, unfortunately, did tell her that we were not doing any repairs. This was our mistake. We circled back and did, last week, go to this customer's home and found the leak. It turned out to NOT be from any poor workmanship on our part, or, in fact, from anything to do with the roof at all, but from cracks in her stucco that apparently opened up perhaps from the storm. Even though, the leak was not caused by anything to do with our installation of her roof, we did take care of / correct the cause of the leak at no charge to her. Bottom-line is that there was NO FAULT of Multicon of Florida, or Multicon Roofing - the quality roofing material and installation actually stood up very well to the test of time, including the impact of the installation of a solar system (lots of foot-traffic and imposed weight and over one hundred roofing penetrations), and TWO named hurricanes, without any leaks. The Customer understands the above facts and has agreed to retract her accusations and complaints, with the exception of our misunderstanding and improper response to her one phone call. Thus the Multicon Companies maintain our clean rating with the Better Business Bureau. Thank you for your understanding and forgiveness of our brief misstep. Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I would like to inform you that the communication due to the language barrier was not a reason for misunderstanding. It's not about the Hurricane, the problem was a leak on the new roof, in an area where there are no solar panels installed, and the way the Company dealt with the situation. But I would not like to comment on what was said in my complaint, as it was a very frustrating situation, not having the support of the company that replaced the roof of my house and it was necessary to open a complaint to solve the problem. Mr. Stephan came to my house, he very polite and said the problem was solved. It hasn't rained yet, but I hope that when it does, there will be no more leaks. Thank you so much for coming to my house and helping. That's what the customer expects from a company that trust to work with, even if the service needs to be paid. ****** ******* Business Response /* (4000, 9, 2022/12/01) */ The Customer is absolutely correct - we should have at least responded to go and see what the problem was and she should not have had to resort to filing any kind of complaints to get us to come and try to determine the source of her leak. She is right - we did do her new roof and should have been more available to her when she called to ask us to come see what was going on. I am glad that we were able to look into her issue, and correct the problem, even though it was not due to any fault of Multicon - it was due to a crack in the stucco wall and nothing to do with any defect or inferior workmanship on the roof that we did for her. We, too, look forward to some rain so that the Customer can confirm that the leak has been addressed. And if it is still leaking, the Customer should feel free to give us another call and we will go back and research further what could be the issue. I would like to reiterate that Multicon has NEVER had any negative posts, or complaints filed against it on BBB, or any other social or professional networking site. I would also like to note again, that there was NO FAULT of Multicon of Florida, or Multicon Roofing - the quality roofing material and installation actually stood up very well to the test of time, including the impact of the installation of a solar system (lots of foot-traffic and imposed weight and over one hundred roofing penetrations), and TWO named hurricanes, without any leaks. We hope the Customer is more satisfied with this response, that it is appropriate that we take due responsibility for not having been more ready to go and research her issue that understandably she would expect that we should do, having replaced her roof last year. I hope that now she will agree to retract her accusations and complaints, thus the Multicon Companies maintain our clean rating with the Better Business Bureau. Thank you for your understanding and forgiveness of our misstep.

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