ComplaintsforRock Roofing LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The first time they guy stated that they were going to go get the part (roof cap), then they called on 8/26/24 and said they were heading over right away, and no one showed up at all since. I try to reach them every day, no one answers the phone and then their voicemail hangs up on you.

  

  Business response

  09/16/2024

  Received a letter in the mail on August 27Th from customer stating that nobody has come out to do her repairs and that she had been calling the office and could not leave a voicemail. I did contact the customer stating that I would look into the voicemail issue and also I would have a repair specialist out to get her all taken care of. August 28. The situation was taken care of. I did receive photos of that Repair. I did get into contact with the customer, who stated that she knows that the repair was complete and was happy with the service.

  Customer response

  09/26/2024

  
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rail on airing deck reattached improperly, hanging over the edge with screws going in to new shingles. Rubber applied to flat roof not installed correctly. Air pockets, ponding against house not running toward gutter. June 10, 2024 Rock Roofing owner ********************* came over to view my complaints. That day he attempted to contact his crew leader for our roof to get before and after pictures. The crew leader could not be reached. As of Aug 10, 2024 I have not heard back from the owner. The job was done in mid March 2024, their first job of the season. The owner never stopped by to check on the job. The city of ****** roof inspector inspected the roof July 31, 2024. He said he needs to obtain rubber roof installation requirements from Rock Roofing to check if installation instrutions were followed correctly. As of Aug 10, 2024, regarding these instructions I have not heard from the city inspector.

  

  Business response

  08/15/2024

  When consumer called to make an appointment (we replaced the roof earlier this year.)  He called to report water pooling on the deck and that he had a handrail that was hanging over the edge.  So I went out and took a look.  When I arrived, I explained that flat deck will have water pooling in areas that's why it's a flat deck.  We didn't change the structure we just tore off and replaced.  Handrail was hanging a bit.   I told him I would come back out to repair the handrail. He told me he was having the city inspector out to inspect all the work we had done, and I told him after the city inspector left to call us and I would repair the handrail and anything else that needed to be done.  Then he asked me on the 2nd story of the house, he thought he had an issue with a soil stack as I got up onto the 2nd story of the house, I saw he had hired another roofing company to install flashing over our existing flashing we had done. When I saw this, I asked why he had hired another roofing company instead of using us and that having another company work on the roof voided the contract.  The contract reads if any other company does any work on the roof, it voids the contract.  I told him we don't do business that way, that I would repair the handrail after the city inspector shows up and I never heard from **** since.  That's not until we received ****'s complaint and that's why I'm following up.

  Customer response

  08/20/2024

   
  Complaint: 22124041
  
  I am rejecting this response because:
  I made an appointment with City of ****** roofing inspection for the afternoon of  June 25. I took the afternoon off, no one came. My ring camera supports this.  I made another appointment through the automated system for July 16. No one came. Next I learned I need to call the inspectors **** before 3pm to talk to someone.  I called and was told my roof passed inspection on June 25, but no one came. The July 16 appointment was cancelled no one called.  The third appointment I made while talking to someone I made it clear I need a call ahead so I can be home for the inspection.  July 31 the inspector came, had no ladder, they cannot use per city policy.  If a homeowner is not there they use binoculars or a camera. Thats it.  Since I was home I took him up to the airing deck. He said he has to get rubber roofing material installation instructions from Rock Roofing.  Aug 14 I sent text to roof inspector asking " Any success getting rubber roof installation instructions from rock roofing?, unanswered. Aug 19 I sent text , "response please"  7 minutes later got response, " No. Not yet"  1 minute later I sent text, " rock roofing contacted but has yet to forward installation instructions? date of contact?  As of today no response to the latter text. 

  As to chimney reflashed after rock replaced roof.  During the roofing project I was notified by rock roofing that our chimney was in bad shape and needed repair. ********************* recommended All Points Chimney, which I contacted and they quoted me $3400.  I also contacted ****************, they quoted me $8,000.  I got the work done for $2,000.  The copper flashing was added as part of the chimney repair.

  As to contract stating any changes to the roof voids any warranty, there is no signed contract.  The contract and agreement is not signed by either party.  At the bottom of the contract and agreement the box is not checked next to the statement, "  owner has received 2 copies of terms, conditions and warranty.... "

  At this time I continue to wait for a 3rd party to do a proper rubber roof inspection.  I am told to do this the inspector needs the installation instructions from rock roofing.

   

  

  Business response

  08/22/2024

  I told him I would fix the handrail. The city has not been in contact about that property. 

  Customer response

  09/04/2024

  Rock Roofing has NOT complied with request to forward rubber roof installation instructions to city of Toledo building inspection department.  
  
  There is still no respo se regarding siding cut away from house during flat roof installation. When snow drifts in this spot, the roof will leak.
  
  The city roof inspector cannot complete the inspection without the installation instructions.
  
  I have been advised that the following was not done correctly
  
   
  
  1. No pitch, ponding by house
  
  2. No primer on patches or plates
  
  3. Air pockets under rubber roof
  
  4. Needs cured cover tape
  
  5. ********* screwed in to new shingles beyond edge.
  
   
  
  Rock Roofing has made zero good faith effort to resolve these issues.
  
   
  
  Installation instructions need to be forwarded to city of Toledo building department by Rock Roofing, so that the rubber roof can be inspected by a third party.
  
   
  
  *********************
  
   

  

  Business response

  09/06/2024

  We have not heard anything from the inspector. We have not received any paper work. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021, Rock Roofing installed a new roof on our home. 7/24/2021, it rained and a leak was discovered. 8/11/2021, the leak became larger and Rock Roofing came out to inspect and repair the leak. It was discovered that a vent in the roof was not properly installed, and as such, water was able to enter. At the time the roof was repaired, we were told that they would be in contact soon to repair the damage that occurred inside the home. 10/29/21- Left a message- no response 12/6/21- Called again and they requested photos of the damage be sent. 12/8/21- Photos of the inside damage were sent to Rock Roofing. They advised they would be in touch soon. 4/18/22- Contacted Rock Roofing again about the interior damage- no response Between 5/2022 and 5/2023- contacted Rock Roofing several times and received no response. 5/1/2023- Spoke to *** from Rock Roofing who apologized for the delays and said they were "actively working on getting a drywaller" From 5/26/2023-9/14/2023- texted and called ten additional times trying to get this resolved. Each time she apologized and agreed that this had gone on for too long. She eventually gave us the name of the drywaller they wanted us to use and asked us to contact him directly to schedule the repairs. 9/14/2023- Called their preferred drywaller and a woman advised us that Joe (the drywaller Rock wanted us to use) would not be available to complete the job. 9/14/2023- Contacted *** and advised that their drywaller would not be available and offered to find our own drywaller and send them the bill. 9/15/2023- *** said she was working to get approval for this and she would let me know by the end of the day. I never heard back from her and have not heard from her since this day. We are asking for the three sections of damaged drywall to be repaired and for confirmation that the leak did not cause any damage/mold inside the walls.

  Customer response

  11/21/2023

  Attached is the warranty. 

  

  Business response

  12/11/2023

  As of May 26th we were looking for a new person to do all drywall repairs. I had expressed this to ******* which she was very understanding about the situation. on June 5. I had updated her and let her know that we had possibly found somebody and I could give her this gentleman’s information. At that point she had contacted that contractor and he was having health  issues and could not do the repair.  ******* did send me new photographs of the area on June 6 to give the new repair  gentleman.  I contacted her on June 16th after that did not work out to let her know that we could get another drywaller over to her property the following day, which would be June 17th From 8 to 830. which her response was they were out of town until that following Sunday. She did let me know that the following week would work, but it was not in the contractors availability  time. She did contact me again on September 15th to let me know that her husband had Worked in construction and could get a drywaller of  his own. I did let her know that I would have to get approval from the owner which I did.  I did phone her on September 16th to let her know that that would be OK and that all I would need is the actual invoice from the company and we would reimburse her for that repair ( which was the secondary reason for the photos for the Reimbursement check to be approved.) I did not receive any more contact from her after that time. We are more than happy to send a repair man over there for the repair or even reimburse her own contractor. We would like to make the situation right. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 19,2023, my roof was damaged when a very large tree branch from a neighboring property fell on it during a storm. A friend recommended Rock Roofing. **** from Rock Roofing came to my home and tarped the holes in the roof to prevent further rain damage. This was a temporary measure to prevent damage pending his ability to come and do the final repairs. On 6-27-23 he provided a "Contract and Agreement" that provided for repairing the roof ($2,285), repair broken gutter with screen ($925) and tarp roof ($200). He stated that he had someone to repair the gutter, siding and soffit. The repairs to the roof were completed. The gutter, siding and soffit have yet to be repaired. Calls to Rock Roofing are unanswered, messages left have not been returned, e-mails have not been answered. The $200 for tarping was paid on 6-9-2023 .

  Customer response

  10/12/2023

  [BBB Transcription via Phone]

  The matter has been resolved. 

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