Bartlett Contracting

Review: This is in regard to a service and possible repair issue. Bartlett installed a roof approx. 6 years ago this fall. We have had a leak off and on for awhile. With all the rain in the past few months it has been happening more. We contacted Bartlett Contracting a few weeks ago informing him of the problem. We wanted an inspection to see where the water was coming in from. His response was that he was busy and would call the following week. Without hesitation he said it was a skylight over the phone but would call the next week to let us know when he could come over. Two weeks after our initial call and a follow-up call to him we have not been contacted. While on the phone per our conversation I felt the problem was being dismissed by [redacted] the owner. His company did the work initially and I would like the problem solved before it became a bigger problem. I wanted an answer to why there was a leak. I am disappointed to say that he does not stand by his work and past customers. I placed a call today 6/19/13 to ask what happened and he said he was swamped which led me to file this complaint. I believe 2 weeks is enough time to at least come and look at the problem.

Desired Settlement: I want someone from his company to inspect the area where the leak is. I will also get a second opinion so that I am sure the findings are the same since he was quick to say it was a skylight with out inspecting it and probably not the roof.

Business

Response:

Business Response /* (1000, 5, 2013/06/21) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]

I called customer to explain why we could not go out to her house at this time. Do to work load of roofing formen that would have to inspect the skylight area. I thought that the customer wanted the issue taken care of right away. So I thought she would call a different roofing contractor since this is not a warranty issue with us. very sorry about the miscommunication & this should have been handled differently !!

Consumer Response /* (3000, 7, 2013/06/26) */

From: [redacted]

Sent: Wednesday, June 26, XXXX XX:XX PM

To: [redacted]

Subject: Case #XXXXXXXX

I submitted a response on the website June 24,2013 to the contractors explanation but I was told it was not received.

We did receive a call from [redacted] 6/21/13 . The conversation went as follows:

He was very irritated that there was a complaint filed. I explained that we had a roof leak and wanted to have it checked before we had bigger issues. Since he installed the roof approx 6 years ago we thought he would be the one to call to inspect it. At no time did we say it was under warranty and expect something for nothing. We were prepared to pay for a repair if needed. He said he was extremely busy but would come and take a look. We felt he was putting us off because he never called back.

[redacted] informed me 6/21/13 that the real reason he does not want to work with us or inspect the roof was because he did an estimate for kitchen cabinets,flooring, molding and windows previously. He had quoted us a price to install the cabinets and then went up on the price if we did not purchase the cabinets from him. I felt that was unfair business practice. I do not see how not getting that job justifies not coming to look at a job he did and was paid promptly for. There was no resolution to the problem he told me to get someone else and gave me the name of another roofer. He also gave several reasons and excuses why my roof was leaking over the phone. His response reinforced that he never intended to follow up and we were being dismissed. I agree that it was handled badly and is a case of poor customer service. The complaint stands.

Business Response /* (4000, 10, 2013/06/27) */

I CALLED THE CUSTOMER TO EXPLAIN WHY WE DID NOT GET BACK TO THEM AS PROMPTLEY AS THEY WOULD HAVE LIKED. AND TOLD THEM THAT WE WERE VERY BUSY AND THEY SHOULD HAVE A NOTHER ROOFER TAKE A LOOK BECUSE WE WOULD NOT BE ABLE TO TAKE CARE OF THE LEAK SINCE IT IS NOT A WARRANTY ISSUE. SHE EXPLAINED THAT THE LEAK IS NEAR & AROUND THE OLD SKYLIGHT. SHE DID NOT REPLACE THE SKYLIGHT WHEN THEY DID THE ROOF 6 YRS AGO. I TOLD THEM MOST LIKELY IT IS FROM THE SKY LIGHT SINCE IT IS IN THAT AREA AND THE ROOF HAS NEVER LEAKED DURING ALL THE BAD WEATHER IN THE PAST 6 YRS. I AM VERY SORRY !!

Consumer Response /* (4200, 13, 2013/07/11) */

From: [redacted]

Sent: Friday, July 05, XXXX X:XX AM

To: [redacted]

Subject: case #XXXXXXXX

I am following up to finish any loose ends or responses submitted that you have not received regarding this complaint to stay within our time frame to respond. The roof has leaked during bad weather in the past months.

We did not get any solution to the problem. The response was to go to another roofer. [redacted] does not want to work with us or stand by his work. I think a consumer considering using this company should be aware of our experience.

Thank you