Complaintsfor3rd Generation Home Improvements

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9-29-22 had the old roof torn off and a new roof installed - paid $12,000. Chimney was leaking where the chimney and roof meet on ALL sides in the attick. Water would run down the chimney in the attick. 12-2-22 3rd Generation tucked the chimney - paid $350. The chimney still leaked but not as bad. 3rd Generation was out several times. They have hit the chimney with water with a hose. They put on a new chimney cover and re-caulked several times. Now it seems to be an intermitten problem leaking on the side facing west (facing the street) and the side facing south (facing our driveway). All leaks came from where the chimney and roof meet and it leaks down the chimney bricks in the attick. Some of the wood is rotting. We did not have a chimney leak before the new roof was installed. We were hoping this would of been resolved by now so we didn't have to go to the BBB. It's been ten months since the roof was installed.

  

  Business response

  07/20/2023

  We replaced the roof and due to age and condition and current leak issues and got the entire project financed for the customer and he declined to have the chimney repairs and remove old rusty antenna with brackets at that time... when his leak was not resolved with the roof replacement only we provided the chimney work at less than labor and material costs to resolve his issues and then provided a new free chimney cap.  *** has yet to actually get into the attic (low, very accessible, and flooring for easy access) and we requested that if there was a leak then please have someone home who can get into the attic for the inspection, he calls and says there are leaks, we send out technicians (at no cost) but there are no active leaks so there is nothing to repair.  We have been out on numerous occasions free of charge during rain storms and there are no leaks.  The City of Willoughby has been out to inspect as well and we have an audio file (from voicemail) from the Building Inspector stating that everything is up to code, installed properly and could not identify any leaks.  We have done everything in our power to please our customer and resolved all issues beyond our contracted scope of work.

  Customer response

  07/23/2023

  Better Business Bureau:
  
  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

   

  Hi ******,

  
  

  My wife and I are not good with the computer.  She couldn't find where to answer the last message.   My wife typed this for me.  

  
  

  We had our roof replaced due to age.  Shingles were coming off the roof above the dining room which is the extension on the driveway side.  My wife had to repaint the dining room.  The chimney did not leak before the roof was installed.  At the time of the estimate, it was not brought up to have chimney repairs or remove the antenna and brackets.  A new chimney flashing was installed which was part of replacing the roof and was written on the estimate.  The chimney leaked on all 4 sides in the attic after the roof was installed.  On 12-2-22 we had repairs done on the chimney. I am unable to get up into the attic.  I can hardly walk.  I haven't been in the attic for about 2 years.  My wife can get up there. She works full time and can't come home when it rains.  Willoughby City Inspector never told us everything is up to code, installed properly or could not identify any leaks.  He emailed us and suggested to have another roof company look at it.  They said 3rd Generation should be the ones to take care of it.  The city inspector gave us *** ***********s insurance company and said to call them and tell them the situation.  I received no return call.

  
  

  See attachments.  I will be sending another email from the city inspector.   

  
  

  Thank you.

  *** *******

   
  
  
   

  

  Business response

  07/24/2023

  We have been over on multiple occasions to inspect and make all repairs necessary.  The roof is no longer leaking.  There have been ZERO calls from the customer over a multi-day period with rain.  Attached is the voicemail from the building inspector

  Customer response

  07/24/2023

  Better Business Bureau:
  
  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******,
  
  This is in response to *** ***********s 7-24-23 message.  I listened to the recording from ****** ******* city inspector.  He mentioned nothing was sent.  My wife emailed *****, city inspector, the pictures of the chimney with the leak inside the attic on 5-21-23.  ***** was the one who came out and went into the attic.  Like I said in my first message this is an intermittent problem.  It's hard to check the attic every time it rains because I can't get up there and my wife works full time, or she might not be home, or it's late in the evening or raining during the night.  This past Sunday with the down pour of rain, when my wife came home in the evening, she went up twice and it was not leaking.  This is an intermittent problem, and I don't know if it is because of the direction the rain comes from. 
  Our neighbor had a new roof put on (by a different roofer) and also had a chimney leak.  It has been fixed.  She said the way he explained it to her it was like putting a rubber gasket around the outside of the chimney.  
  
  Thank you.
  *** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩