ComplaintsforFalcon Roofing

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A roof was installed on our home that started on Oct 13th, 2021. The crew ran into several issues and it went from a 1 day to a 2 day job. After the 2nd day they said they were done and the job was completed. Upon looking at the roof I found many issues. I contacted them and they came back out to try to fix the issues. After leaving, many issues still were present. They came back out 3 more times to try and resolve the issues. After the last time they said it was done, even with issues still present. 6 days total. Issues: crew did not have correct tools, crew didnt know it was a metal roof, ran out of shingles, shingles not cut correctly, rake cuts uneven, shingles in valley not cut, incorrect overhang over drip edge, debris left on roof, damaged shingle, many exposed nails, improperly installed underlayment- drip edge and flashing, no flashing in spots, had to rip off and redo the front porch-back porch and both dormers because they did not put the proper underlayment down the first time, removed and reinstalled old facia- some has now blown off due to improper install, gap in ridge vent, shingles with manufacturer defects were installed, reused exhaust vent and tried to reseal by silicone all over, standing water on flashing, rusted nails. I have been in contact with Falcon Roofing several times. Bryant the owner will say one thing over the phone but then refuse when I request to have an email sent summarizing what we spoke about. He refuses to answer questions in emails, what brand of materials he used, give me any of his 3rd party contractors information. He refuses to admit fault where it is documented. He will only agrees to deduct the cost of repair by another contractor, if....i sign a Non-Disclosure agreement first. Now he is threatening me with legal actions for non payment. I am qualified for financing through a lender of theirs for the full amount. Their warranty is viewed as invalid due to their inability to fix the roof correctly.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/06) */ Falcon Roofing completed the contracted roof replacement for this customer beginning on October 13th, 2021. We did run into unexpected issues, which stemmed from an inaccurate professional measurement report that the company relied on since this customer lives an hour away from Knoxville. This, along with a material delivery issue from a supplier, delayed the project a few days. The customer was notified of these issues immediately, as well as when we knew it would turn into a multiple day project. At the end of the 2nd day of work, we notified the customer we would be returning the next day to finish work. Even though the project was not complete, the customer sent us a list of the items he believes to be of concern. Those items were addressed the following day as already planned. The customer asked for (and received) additional work above and beyond the contracted scope and was kept up-to-date on all proceedings (photos, descriptions, timeline, etc) via text or phone call. Following the clean-up and completion of the 3-day project, the customer then emailed another list of concerns, which were addressed within a day or two. Although cosmetic in nature, we strive to make sure customers are happy with our service. Upon completion of that list, the customer provided another list, regarding issues outside of the contract, such as gutter and siding issues that we were happy to provide a quote for. Upon offering to schedule another time to come back out when he would be home and he could oversee which items he felt were pertinent, we were refused to do so and were no longer allowed back to the property. At that point, we recommended he schedule another qualified contractor to inspect our work and if any issues were found we would happily cover those costs. We were notified of one contractor who has inspected the roof and they did not provide any reports/estimates of any issues found. To date, the customers complaints are issues that were addressed long before the project was complete. The customer has yet to provide us with any reports or estimates from another contractor. The customer stated that he was still shopping around trying to collect bids after 5 weeks of completion and no attempts to pay any portion of his invoice with us. We have kept an open line of communication with this customer and deeply regret that he has had an unsatisfactory experience with our company. We understand his frustration over missed expectations and have made every attempt to make things right for him. Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Falcon Roofing replied, in the reply they wrote "if any issues were found we would happily cover those costs". Is this an agreement of agreeing to the desired resolution? If so, I am OK with them agreeing to my resolution. I have to have them agreeing, in writing, to paying before I can schedule work to start. Previously they only agreed to this if I would sign an Non Disclosure agreement first. They failed to mention that in their comments. I can NOT hire another company to come fix the roof and then Falcon Roofing not come through on their word that they will pay. The office lady is great at communication. She has done a great job. The owner is not. He will not return a text message or an email with complete admission, agreements or promises. He refused to let me record a phone call. He can say one thing on the phone and do another later because it is not documented. Timeline on when they came out to my house. Documented via Text and/or email. Six times total for what should have been a One day job. Oct 13, start job Oct 14, finish job, said done with install. Oct 19, Roof repairs Oct 20, roof repairs Oct 23, roof repairs Nov 1, roof repairs, said done with install. A different crews came out on differend days. I have photo proof of this. The timeline of them coming out from what they responded is not accurate. Please read what they said and then look at the dates above. Via text they said they were done with the roof on the 14th. How can he say on the end of the second day he notified me that they would come back out because it was not done? They did not even come back out a third day. How can all of the items be address if they were not even there? How can they say they all were addressed when they came back out more times to fix things? On Nov 2nd. I contacted them again because issues were still obvious from ground level. This was the final time because I already gave them SIX chances to make it right. Falcon Roofing accepted to do this job. I asked if they go to the area I was in, they said yes. I was told they can do an online estimate and if I want to hire them, they will come inspect in person. They never did come out prior to the job in person. Even though my home is 50 minutes from their office, they agreed. I took one vacation day on Oct 13 to be home when they did the roof since they said it would be a one-day job. From text messages between their office and I. The lady said that she did not want me to have to take more vacation days. Agreed many times that texting and/or calling was "not a problem". Never have they said I must be there in person. I work a m-f 7-4 full time job. I was not notified of any supplier issues until the second day was almost over and they were finishing up. The "inaccurate professional measurement report" mentioned. Was nothing to do with supplier issues. The project manager had to run to Lowes because the supplier shorted them supplies). The report they told me was for the slope of the dormers, front and back porch roofs. They were flatter than the report and originally the roofers did not put the proper underlayment down. It all had to be ripped up and redone. They did the front roof and the dormers. I had to let them know the back porch was wrong also. They had to come back out and do that because they could not do it right the first time. This all could have been avoided if the owner or whoever works there came out and inspected the roof before the start of the job. The supplier they hired, when delivering supplies drove off of our driveway. Left large ruts in the yard. I got a sorry response from Falcon Roofing. No offer to fix it or even see what they can do. I did ask, via text with a response, for a gutter crew to come out and give me an estimate for removing gutters and inspecting facia boards behind them for rot and mold. I never got an estimate. I asked for this on Oct 13th. He states this was done way after. The 13th was the very first day. The siding, I never asked for them to replace or fix it. They had to come back out and fix it because they ripped it up removing the old roof and did not know how to put the j channel back on. Thier response of "additional work above and beyond the contracted scope". I was not aware of any of this? The only thing they did extra, which was agreed upon before the start of the job with the manager on site was some facia boards that were rotted/molded or had water exposure were replaced. Did they do more that I am not aware of or did not authorize? His response "To date, the customers complaints are issues that were addressed long before the project was complete." This is false, I have text message and emails showing all the issues were not addressed. We would not be here if this was true. They are correct with not providing estimates. I have one estimate of $1,500 for repairs from a company out of Knoxville. Remember this is an estimate, not a final invoice. Other issues could be found when repairs are underway. I will not share the name of this company with Falcon Roofing until I am able to schedule repairs. I have sent Falcon roofing some photos of their findings. No response or comments of those photos were received after i sent them. I have another company that came out and looked, wrote me an estimate for other work but yet has provided me an estimate for the roof repairs. I am still in contact with them. It is difficult to get a company to come out to the area that my home is in. Many say it is too far. I have been in contact to keep Falcon Roofing up to date with what I find out. I asked them to recommend another company and they refused. Said a simple Google search should work. Falcon Roofing refuses to give me an itemized list of materials used on my roof. They also refuse to give me information on what third party contractors worked on my roof or were even on my property. I have not made a payment yet. This experience has taken a turn no homeowner wants to endure. Falcon roofing recommending me to get an inspection and repair quote from another contractor is not in the contract fine print. It was only if i requested a final inspection, then I would be held to the 90 percent payment and a 10 percent hold back. This does not convey to if the Contractor recommends or requests it. I am 100 percent fully financed through their finance company they work with. They checked for me and that does not expire until 3/2022. Falcon roofing has threatened to put a lien on my home and said they will recommend all of their contractors to do the same. He refuses to give me invoices or contact information for any money owed to any contractor he hired. Again, putting a lien on my home for non payment by the above paragraph statement does not go along with the contract. Once the roof is completed Properly, all monies owed per invoice and resolution here will be paid 100 percent. They keep saying this is all cosmetic issues. This is very derogative way of downplaying the issues with the roof. It is viewed as a form of manipulation, bullying and gaslighting of the situation. If he wants to make every attempt to make this right, as he stated. He needs to agree to the resolution of my complaint. I want my roof fixed correctly. I need my roof fixed correctly. My family needs this. Business Response /* (4000, 11, 2021/12/09) */ The customer has supplied Falcon Roofing with an estimate for work the customer wishes to have complete. Falcon Roofing agrees to pay this estimate for additional work needed for the roof only and deduct this total from the outstanding invoice owed by the customer. Consumer Response /* (2000, 13, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Falcon Roofings response. I was in contact with their office. An email states: That they will coordinate with their (roofing contractor doing the repairs) office for payment. I have them scheduled for the first available appointment. January 6th, 2022.

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