ComplaintsforLatham Home Improvement LLC

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  August 2022 our bathroom ceiling began leaking during a heavy storm. We met with Freddy who told us that our roof needed to be replaced. 3 crew came out 8/19/22 to clear out the leaf guard so there wouldn't be a puddle on our roof. Once this repair was done the leaking stopped completely, but my fiance and I moved forward with the roof replacement. 8/26/23 was the replacement. There was a known large storm on August 26th, but they still scheduled us to have our roof replaced. Mid-storm and mid-way through the replacement, the crew took their lunch break and did not cover the exposed top of our home with anything, so water came gushing in. We called the office to describe what was happening, and Lalo told us that it was "residual water from the original leak", which was incorrect. He offered no help for a problem their crew caused. At the end of the day I snapped a photo of one of the workers wearing a marijuana bucket hat drinking a beer, so at least one member of the crew was drinking during work. 4/22/23 into 4/23/23 the ceiling began leaking again during a storm. We called them and they sent a crew out the following day to "fix" the leak. 7/2/23 our bathroom ceiling began leaking again. They came out to repair on 7/8. 7/14/23 our bathroom ceiling began leaking again over several days. We contacted Latham Roofing and Siding to come and repair the work. They argued that they could not send someone out until several days later. They also attempted to reschedule our appointment. 7/16/23 we had another contractor come out and upon going into the crawl space, noted extensive mold and water damage. He also noted that most of the roof would need to be replaced again. Our bathroom walls and ceiling need to be replaced again (originally replaced December 2022) due to the repeated damage. We are requesting a full refund + full costs for water and mold remediation. I have additional videos, but the files are too large to attach.

  Business response

  11/16/2023

  We have no record of this customer, she is not a customer of ours.

  Customer response

  11/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The service address **** ****** Ave, Albany, NY *****) is owned by my fiance *********** ******; this was explained to Lalo R**** prior to the services performed. However the services rendered were paid for by me (******* **********) and my name is listed with the service address. We are attaching/re-attaching the following: 1. Our contract from the company which shows their primary LLC business name ("Latham Home Improvement LLC") as well as their alternate business name ("Latham Roofing and Siding LLC") and clearly lists my name as payor and the service address. The address and phone number for Latham Home Improvement via Latham Roofing and Siding on the contract matches both what is listed on ****** and their BBB page. 2. A copy of our building permit, which clearly states our address and their business name. The owner of the company, Mr. Fidaim Balaj, is CC'd on the email. 3. Correspondence between the company and myself regarding another visit to the property to perform "repairs" to the roof post-install. I had asked for written receipts for subsequent "repairs", but my emails were not answered.  Regards,  ******* **********  

  Business response

  12/14/2023

  Mrs. *********, We are more than willing to come out and make any repairs necessary and make this right.  We are very sorry this occurred.  Please contact us and we will schedule one of our specialist to come out to your home right away.  

  Customer response

  12/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  As of today, 12/18/2023, the leak that has been previously "repaired" above the second floor bathroom is actively leaking - again. The leak is so significant that the water is traveling down the structure of the home and leaking into our basement. Given the fact that this roof is less than 1.5 years old and this specific leak has been "repaired" by your company after the original install several times, we are not confident in your company's ability to rectify the issue by having another technician sent out. At this point in time, the damage that has resulted from the botched replacement install of our roof and your company's failure to permanently repair subsequent leaks has resulted in extensive damage to multiple levels our home that well exceeds the cost we paid for the original install. We are again asking for a full reimbursement for the original cost of the roof ($9,000.00 USD) and for your company to cover the cost of any water and mold damage remediation that has come as a direct result of the repeated install and repair failures.  Regards,  ******* **********  

  Business response

  01/05/2024

  We are, and always have been, more than willing to come out and make any repairs necessary- completely free of charge.  Again, we extend this offer of making any and all repairs at no charge to this customer still to this day.  We have also tried to contact this customer to discuss this matter.  She will not take our calls, return our calls- she will not communicate with us at all, despite our many efforts.  She will not let us back to make repairs.  What can I do?  Please have her contact us back so we can make repairs. 

  Customer response

  01/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The first time that Latham Roofing and Siding offered to make any repairs beyond the immediate leak was 6 weeks after we initially filed the BBB complaint, which was after several incidences of water damage to our home as a result of their failed repairs. If the company has any evidence that they offered to repair interior damage prior to that time, we invite them to share that evidence in this complaint. For reasons already stated, we cannot in good conscience allow this company back onto our property considering the numerous failed attempts and continued damage as a direct result of said failed repairs. We would like it noted that we have received no phone correspondence from the company since July 2023 - again, if they have evidence to the contrary we encourage them to include it within this complaint. The only correspondence we have had since July 2023 has been within the written BBB complaint process and through a shared email thread between Adam K******* at Latham Roofing and Siding, their insurance broker Alton D****, and ourselves; the email correspondence began December 20th, 2023 and ended December 27th, 2023 with their broker refusing to submit a claim to their insurance company and directing us to no longer contact him (the broker). If they have evidence to the contrary, we again encourage them to include it within this complaint. Claims that we have been uncommunicative are entirely false. We have, in good faith, attempted to resolve this issue and are unsatisfied with their proposed solution for the reasons stated consistently throughout this complaint.  Regards,  ******* **********

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