ComplaintsforGreat Lakes Roofing Corporation

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2019 I spent $60,000 with Great Lakes Roofing to have a new roof put on a building. Within 18 months, the roof developed a leak. Great Lakes was called to repair the roof leak. I thought this was part of a warrantee claim since they just replaced the entire roof. They came out twice and fixed the leak. They did not send me a quote or a notice that the work they were performing was not covered by the 10 year warrantee. Upon completion of the work they sent a bill for $3,685, claiming that this leak was not covered under the new roof warrantee. If it was not covered they should have notified me, explained why it was not covered by the warrantee, then given me a quote and let me decide if I wanted them to do the work.When I disagreed with their bill they filed a lien against my property. I have contacted them often and they promise to call me back but they never do.

  

  Business response

  10/01/2024

  We at Great Lakes Roofing were surprised to see a complaint filed by a customer whose ********************** work was completed way back in 2021. It is our goal to resolve misunderstandings through clear communication and to have all of our customers know they can reach out to us with any questions at any time. We had not heard from this customer since 2022, back when we thought this matter was resolved. It turns out there were some layers of misunderstanding on both sides,and through a conversation between the two business owners, we were able to reach a resolution.
  
  As the customer states, he experienced a leak many months after a new roof was put on. At that time, we informed him the leak was not related to the roof or the warranty but was directly related to additional work that had been performed by someone other than GLRC. This point was reviewed and agreed upon at the time, so we reviewed it and again agreed we had a mutual understanding of the situation - the leak was not the result of a failed roof or related to the warranty.
   
  It is common for businesses to use a lien process to ensure final payments are received, but we don't often encounter customers who refuse to pay for services rendered. Through the process of determining what the deeper issue was, the customer reminded us that when our Crew went out to repair the leak back in 2021, we had been granted approval for the repair quote by the buildings tenant, not the building owner. **** will be including this situation in our future trainings.

  An agreement was reached with the customer as to a fair repair price, which he agreed to submit to us, at which time the lien will be removed from his building. 

  Customer response

  11/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I am glad that we were able to work out a compromise with Great Lakes Roofing and resolve this issue.  The BBB enabled us to open up communication channels and this resulted in an amicable resolution.  Contrary to  Great Lakes Roofing claims that we did not communicate with them about this invoice, I can personally attest to the fact that since receiving the initial bill, I sent them many emails and made many phone calls to the corporate office trying to speak with someone to address this problem.  Our emails (other than an initial email saying that their billing was correct) went without a response and when I called, I was told that the person responsible was not in the office but that they would be told of my call and they would get back to me.  I did not get a return call until the BBB was brought into the process. 

  
  Regards,
  
  **** *****

  
  

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