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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*********************** represented what was then SWS Storm. In August of 2022, I paid him $13,750 to replace my roof, give me all modern gutters, and totally replace the plywood and roof over my rear patio. Within a month, there was noticeable warping of the plywood above my rear patio. Even though I didn't know what could be done about it, I still took some pictures -- just for my own records. In the spring of ******************************************************************************************************************************************** the first place. I contacted **** by phone call and text message. He said that he would come to discuss the repairs. But, it has been over a month, and he has not acted or responded to recent texts. Additionally, the gutters that he installed are not collecting water like they should when it rains. As my videos show (videos are unable to be attached to this complaint), rain just flows right over the gutters. So, they are not serving the purpose that he promised they would.I would like for him to repair the plywood and install gutters that collect the rain in the faulty corners or pay for a contractor who can make those repairs.
Business response
05/18/2024
Received this complaint today and will reach out to field supervisor to get a rep out there to check the decking and gutters. So sorry there has been a delay with the recent storms all our crew have been very busy.
We will also contact our customer within the next few days.
Customer response
05/28/2024
Complaint: 21724317
I am rejecting this response because: Please reopen ID # ********- ********************** - as I did not receive your communication giving me 7 days to respond to your email. While **** has contacted me, she requested about 2 weeks to determine the next steps. Since this is not resolved, please reopen the case until I complete my communications with the business.Sincerely,
**************************;
Business response
05/28/2024
We have spoken with our customer, given him the customer service line and agreed to completely repair the back porch roof and inspect /adjust his gutters. We are behind schedule due to the storms experienced in the area and explained that to our customer. We are committed to repairing this on a day he is off work because hed like to be present. We have his job on our schedule list and first opportunity we will send our crews. It was explained this could take several weeks but we will stay in touch and update the customer as discussed.Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I contacted SWS Southwest Suburban Storm Restoration (the company ) on multiple dates beginning April 13th via phone, text and only got through to *********************** on the 13th who requested I send a picture of my issue with my siding. I attempted to contact him to see if we could get the problem resolved but to no avail. Subsequent to another contractor doing work in the area brought to my attention a couple of other issues he noticed while in the area. I also wanted to talk to **** about these thinking all the minor issues could be fixed at once, however **** has either ghosted me or blocked my calls, text or emails to the company. The siding reportedly is still under warranty which was installed late 2021. While these repairs may appear minor to the company, they are a reflection of the companys workmanship and name. Besides good money was spent for a good job to be done and right now there are issues with the siding that makes my house less attractive. I am requesting the company fix or repair needed siding. More pictures upon request.Business response
05/02/2023
Our sales rep has been dealing with a family health issue and was unable to return calls in a timely matter so we provided a different rep to assist. We made arrangements to have the siding supervisor meet with our customer at her house and go over her concerns.Customer response
05/03/2023
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
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Roof was replaced in 2019 by this company in 2022 there was water damage- company and insurance was called and sent an inspector out-it was determined that the rooofing company neglected to replace and repair issues on the roof. This company assured damage was repaired. 2023 water damage to interior of home occurred in same place, contacted sws again and their inspector reported the damage led roof was not repairs. This company will now not come out to repair damage, water damage to interior of home is worsening. This company is responsible for damange and they are unwilling to give an answer to when roof will be repaired as well as interior damage.Business response
03/24/2023
Our customer contacted us with a leak issue.
We responded and checked our work and photographed the area. We discovered that siding adjacent to the roof was the probable leak source. We did not install this siding but chose to make this repair on the section in question.
Apparently the repair was not extensive enough because a year later our customer has leaking in the same area. We sent another rep to check and he agreed with the original thought that the siding is still the problem.
This time the repair will be larger and will require more time and material that needs to dry. We have shared this with our customer in the last few weeks.
We understand the frustration he is experiencing and today in a phone conference made arrangements to further repair his siding next week when the weather is conducive.Customer response
03/24/2023
Complaint: 19809807
I am rejecting this response because:this issue was discussed via a phone conversation today. The discussion include repairs of the interior damage that is not mentioned in the response provided by the business. To satisfy this complaint the damage to the ************** to be repaired also.
Sincerely,
*********************Business response
04/03/2023
On March 24 we had a conference call with our customer regarding the siding leak. Although we did not install the siding or window in the area in question we agreed to make the repairs they requested. They are valued roofing customers of ours and we felt this would end the problem theyve been experiencing.
On March 30 we completed the exterior portion of the repairs.
Once the siding was removed and the crew got a view behind it -the source of the leaking was apparent. Our customers siding and window in this area showed the following installation issues:Siding removal revealed the roof to wall flashing used by siding installers was too narrow and inadequate.
Improper taping. Photos show seam tape that disintegrated because it was not a weather resistant tape. Photos also show an area in a low corner that seems to have another tape used as a possible repair. Weather resistant tape is important because it can withstand cold weather and the heat of summer. There were exposed screwsImproper installation of a window. We have video showing water leaking as the window trim was moved before removal. There was also visible damage to the ***** and substrate below and around the window. It appeared duct tape was used to install the window instead of window tape and there was no evidence of window insulation like foam that might have prevented leaking. There was some evidence of prior repair attempts such as trim caulk that is irregular and doesnt match original caulk.
We finished the exterior repairs and sent a contractor to check the interior damage. We are now waiting to see if the repair is holding with the storms before we continue
Customer response
04/10/2023
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. The company has agreed to fix the interior damage to the home.
Sincerely,
*********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.