Mid South Pro Services

Failure to Fix Roof Leak at [redacted]. Failure to respond to numerous Phone calls and texts. Scope of work not completed initially.I own a Rental Property in Bartlett, TN. Mid South Pro Services replaced a roof in late 2011. They were paid in full in March 2012 and offered a 10yr warranty. Tenants advised property manager of wet spot on ceiling on Apr 23, 2013. [redacted] was notified of problem on Apr 24, 2013. He made several trips to the property to investigate and caulk etc. On May 30, got a text from [redacted] and I quote "added a piece of flashing and more sealant. If that doesn't work I'm going to take a few shingles off and replace that whole area". On Jun 12th [redacted] property management sent one of their preferred vendors [redacted] out because Tenants complained they were having to mop up the floor with towels because the leak was so bad when it rains. [redacted] turned the issue over to [redacted] because he went on vacation. [redacted] met with [redacted] on Jun 24th at the property. They did not go on the roof as I had asked [redacted] to do. On Jun 24th, despite the text that I received on May 30th, the focus shifted to some deteriorating siding. On Jun 25th, I spoke with [redacted] and asked why I was not told that the siding was defective when they replaced the roof. I also asked why they did not maintain the same clearance between the shingles and the siding which may have caused the siding to deteriorate. The roof was replaced with architectural shingles which are thicker than the previous shingles they replaced. [redacted] responded they had not done that before. I also inquired if [redacted] had directed that flashing be replaced. I have not gotten an answer to that question. [redacted] said he would check the files and get back to me. On 6/25 [redacted] told me that he would replace the siding and put a barrier under the siding to stop the leak. He said he would do it for his cost and that he would use a siding company that he had a 20 year relationship with. In a subsequent conversation [redacted] told me that he estimated it would be $275 for the materials and an additional $275 for the labor. I told him to go ahead with the repairs. [redacted] advised that the repairs would be done on July 3rd or July 8th at the latest after the holiday. I made many calls to [redacted] without getting a response. Beginning July 8th when the work was not completed, I made voice calls to [redacted] Cell Phone) and left messages on July 8, July 12 (2), July 13 and July 15. I also have sent numerous texts that have not been returned. I sent a final text to [redacted] on July 15th asking him the status. I got no response. On July 16th I got a text from [redacted] indicating "They are fixing the house today". On the evening of July 16th, I got a text saying we are finished and a subsequent text stating "Everything should be good now." On July 24th I got an email from the property manager which in part said "Now that we have had several rainy days here in Memphis, I checked in with the tenant. He informed me that the leak in the bathroom is still there!". On July 24th I forwarded the Email to [redacted] and [redacted]. I texted both of them on July 24th telling them that the leak was still there. [redacted] of [redacted] has called [redacted] Cell Phone three times and left messages. I have Called [redacted] cell phone four times and left messages since July 24th. I have received no response. The scope of work from [redacted] shows that new chimney flashing was to be replaced on the roof at a minimum, that was not accomplished when the roof was replaced by Mid South and they were paid for the roof replacement outlined in the scope of work. I had no problems with leaks in this house before the roof was replaced. This problem has been outstanding for over three months and I have left numerous unanswered Emails, Texts and Voicemails. Any assistance the Revdex.com can provide would be greatly appreciated. My phone number is [redacted]. Verify info above by calling [redacted], property manager at [redacted]Desired SettlementFirst and foremost daily updates via phone to [redacted] and me on progress to complete repairs of roof leak. Work after hours if required to meet with tenant on tenants schedule and effect repairs since tenant has met with them on several occasions and problems have not been rectified. First repair action to repair roof leak completed within seven business days of getting this notice since this problem has been outstanding for over three months. In addition to repairs to fix leak, replace chimney flashing that they did not replace in scope of work for reroof that they were paid for. Continue to coordinate with tenant to ensure leak is fixed. Once leak is fixed,repair damaged areas on interior of the house. There were no leaks in this property until the roof was replaced. This fact can be verified by tenant and by calling [redacted]) at [redacted].Business' Initial Response We are a customer service based company that takes any issue seriously. Therefore when contacted April 24th by our out- of- state customer, we responded and evaluated the situation quickly on April 25th. We determined that it was not a roof issue, but a maintenance issue. (Maintenance Issue: Masonite siding that was installed by the builder is the cheapest grade of siding. The deterioration took years. This isn't roof related, not did it happen in a few months' time.) We went ahead and sealed around some fascia board to prevent further rot. We met with the property management company's preferred contractor on June 24th, who also concluded that problem was not roof related that it was a maintenance issue. At that time, the homeowner refused to let "his" contractor replace rotten siding to stop the leak. The homeowner requested the Mid-South Pro Services replace the siding. We informed the homeowner that siding isn't our business. As a courtesy to the homeowner, we would coordinate with a siding contractor, who charged the homeowner $550.00. As this isn't our company's employee, no time frame was set in stone. The work was completed July 15th. The homeowner was notified on July 16th that the work was completed. We received a call from the property management company August 2nd stating that there was still a leak. We sent the siding contractor back out August 2nd that very day. We contacted the property management company August 9th to confirm that there were no leaks. We advised the property management company to please give us a call if there was any problem at all. We've not heard of any leaks to date and this is August 15th.We will re-replace the counter flashing around the chimney if the homeowner desires. We did replace it to begin with. We will take pictures afterwards for the homeowner. This is the first that we have heard of this particular issue. However, as it was a siding issue that caused the interior damage as indicated by the property management company's preferred contractor, we will not repair the interior damage.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)Response:"our out- of- state customer" - When I asked for a quote on getting the roof replaced and signing the contracts, there was never a problem with communications with an "out of state customer"."Not a Roof Issue but a Maintenance issue." After I paid [redacted] to do the siding repair the roof still leaked. If it truly was a siding issue, why was the original siding not trimmed back to accommodate for the different thickness in the new roofing material vs. the original roofing material? If the deterioration took years why did Mid South Pro Services not identify the problem at the time the roof was installed? If it was not a roof issue why did I get a text from [redacted] on May 30th stating "added a piece of flashing and more sealant. If that doesn't work I'm going to take a few shingles off and replace that whole area." (see two attached pictures of text message) On June 13th why did [redacted] try and continue to blame the problem on a condensate drain when the problem was happening when it was raining? (See attached picture of text message). "We met with the property management companies preferred contractor on June 24th". The only reason [redacted] became involved is that [redacted] property management asked him to evaluate the situation because the leaks were so bad that the tenants were having to mop up with towels on the bathroom floor. You can see that Mid South Pro Services did nothing in two months time from April 24th to June 24th to seriously address the problem and it still existed. A good example is the two texts in the paragraph above."At that time, the homeowner refused to let "his" contractor replace rotten siding to stop the leak. The homeowner requested the Mid-South Pro Services replace the siding." I requested that [redacted] (he has an interest in Mid South Pro Services and [redacted]) replace the siding for two reasons; first, [redacted] the preferred contractor was there in an advisory role to see that logical progress was made since it was over two months since I contacted Mid South Pro Services and the roof was still leaking; second [redacted] and Mid South Pro Services would have an out if another contractor did not do the job right in **. [redacted] opinion. I asked [redacted] to replace the siding and he agreed, there was no discussion about whether Mid South Pro Services did that type of work."We informed the homeowner that siding isn't our business. As a courtesy to the homeowner, we would coordinate with a siding contractor, who charged the homeowner $550.00." Again I spoke with **. [redacted] so there is no "we". If you check on the Secy of State website in Tennessee you will see that [redacted] has an interest in Mid South Pro Services and [redacted]. I wrote the check to [redacted] for the siding repair, even though the roof leaked after the siding repair was completed. When doing research for my initial complaint [redacted] listed that they do siding work on their website."The homeowner was notified on July 16th that the work was completed. We received a call from the property management company August 2nd stating that there was still a leak. We sent the siding contractor back out August 2nd that very day." Again a total misstatement of the facts. On July 24th I emailed [redacted] and [redacted] forwarding an email from [redacted] the maintenance coordinator at [redacted] stating that the roof was still leaking (I would be happy to provide a copy of those emails). I texted both [redacted] and [redacted] on Jul 24th also informing them that the roof was still leaking. [redacted] tried to reach [redacted] for the entire time and after leaving voice messages for both of them [redacted] finally returned her call on August 2nd. You can see that the roof still leaked after the siding repairs were made, the condensate drain was blamed and flashing was replaced on May 30th. In Mid South's response, There is NO DOCUMENTATION FROM THE SUB CONTRACTOR AS TO WHAT REPAIRS WERE COMPLETED ON AUGUST 2ND OR STATEMENTS TO WHY THE SIDING JOB DID NOT STOP THE LEAKS. In order for this to be satisfactorily resolved, Mid South should stand behind their warranty and fix the internal damages in the property do to the roof leaks.I have no heard any further complaints that the roof is still leaking after August 2nd but there has not been the volume and intensity of rain to definitively prove that the leaks have been repaired.The customer service that I experienced is far below the standard that they identified in their response. They did not provide timely service, follow up or communication hence there were active leaks for over three months. I am not making this stuff up. Please verify the timeline with [redacted], the maintenance Coordinator at [redacted]. She can be reached at [redacted]. I have owned rental properties for 29 years and have had many roofs replaced by reputable companies that stand behind their work and communicate with customers when there are follow up issues. This is the first time I have had to write the Revdex.com concerning any vendor that I have used in maintenance of properties. I look forward to Mid South Pro Services repairing the interior of my property and providing prompt service and communication to ensure further warranty work is done.Business' Final Response We stand by our first decision and will not repair the interior of the home, as it was the direct neglect of the homeowner. Thank youMidsouth Pro Services