ComplaintsforBurns & Scalo Roofing Company Inc

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Burns & Scalo to fix a leaking slate roof at my home. After Burns & Scalo's repairs, which included replacement of a valley, the leaking only worsened. Burns' repeated attempts to fix the leaking roof were unsuccessful and the leaking just continued to get more pronounced. Other reputable contractors have since examined the roof and concluded that the Burns & Scalo work was poorly done and that cause of leaking was misdiagnosed. The valley wasn't the issue, but, instead, a flat area of the roof near the valley. Contractors who reviewed the Burns work have advised me that the only way to repair roof properly is to rip out poor work that Burns & Scalo did. I have contacted Burns & Scalo repeatedly for a refund or a true, reliable repair of the roof. They are now stating that I would have to contract with them for a different scope of work to repair the leaking roof. Burns is essentially acknowledging that the original diagnosis was incorrect - or incomplete, but wants me to pay more money to them to fix the roof. The Burns & Scalo representative is the person who initially made the diagnosis and represented that the replacement of the valley was all that was required. I reasonably relied upon that diagnosis and representation.

  Business response

  05/17/2024

  May 16th, 2024
  RE: ID ******** ******** *******
  To Whom it may concern:

  
  On June 1, 2022, we were contracted to perform repair work on the customers’ original slate roof. Work
  was completed per contract at **** ********** ** **** ** ***** 9/27/22-9/29/22. Reports from the
  customer were that the leak had been corrected and did not see any more water infiltration. A Few
  months later we received a call that there was a leak showing up again inside the home, we quickly
  dispatched a crew to remedy the situation. The crew inspected our work to ensure it was done correctly
  and verified it was not point of entry. We then expanded our investigation elsewhere in efforts to stop
  water penetration. After investigation it was determined there was a second point of entry not
  addressed in the first contract. With a supervisor onsite to verify, we were told to not proceed until
  customer decided how she wanted this work to be handled. Time passed with no further instruction or
  request from the customer until this complaint was received almost 2 years later. For REPAIR ONLY
  contract work, the customer understands that a repair only for an existing roof system or a roof that is beyond its
  serviceable life, the work completed provides a 1 YEAR WARRANTY on work completed only and that the work
  completed may not stop or prevent water entry or leak and that a roof in this condition may require more than
  one repair to resolve the deficiency causing the leak and/or problem. Burns and Scalo recommend a roof in this
  condition be replaced. We would very much like to take whatever actions necessary to accommodate the
  customer’s concern.
  Sincerely,
  Ryan W******
  Residential Project Manager

  Customer response

  05/27/2024

  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.]  

   

  Burns and Scalo appears to be contending that it bears no responsibility for the fact that its employee completely misdiagnosed my roof leak, misrepresented that a valley needed to be replaced when it did not, and provided shoddy work on top of it all.   The one-year warranty was on workmanship only and is unlikely to be legally enforceable under the attendant circumstances.  In this instance, there was at least negligence on the diagnosis of the cause of the leak by Burns and Scalo.  I paid $9800 to fix a leak and the roof is still leaking.  Burns and Scalo represents that it wants a satisfied customer.  I have requested a refund.  

  Attached are both an email string communication dated Marcy 7, 2024 and a copy of the original contract.  

  
  Regards,
  
  ******* ******

  Business response

  05/28/2024

  Please supply the email string that was mentioned in the additional concerns.

  Customer response

  05/31/2024

  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.
  

  Burns and Scalo requested the email string that I attached to my last response.  It is an email that I sent to Jonnine K***** with Ryan W******* Daniel K****, Lisa E***** and Maxine L****** (all Burns and Scalo employees) in copy.  The email was sent on March 7, 2024 at 2:04 pm.  I've tried attaching it twice. If the BBB or Burns and Scalo cannot open the attachments or cannot otherwise locate the email, please give alternative instructions for submitting the documents.  It is an Outlook file.  
  
  Regards,
  
  ******* ******

  Business response

  06/14/2024

  Our Project Manager has reached out to the customer ******** ******* to work on a mutual agreement between both parties.

*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. ↩