Seneca Creek Home Improvement

January 13, l [redacted] Lisa W [redacted] star Quality Customer Service and Products This is our second project with Seneca Creek and JeffWe had a roof installed several years ago and just now had new windows installedSeneca Creek Home Improvement gave us the best estimate both times and we've been extremely happy with the quality of products offered and service givenSeneca Creek Home Improvement and Jeff have proven worthy of our trustYou will get what you signed for and never any hasslesWe will continue to use their services

Good afternoon,
I spoke with you earlier on the phoneIf you can add this updated information into the complaint file (complaint #***) I'd greatly appreciate it
We were contacted by *** *** of Seneca Creek Home Improvements on May 24, a day after he received the Revdex.com complaintWe appreciated his prompt response and concern over the issueWe spoke again on May and came to the conclusion that there had been a series of misunderstandings in regards to the roof and leaking issues*** and some of his roofing crew came out to look at the issue the next day, May During this time, *** was very thorough in investigating the roof and the possible causes of the leakHe determined that the roof itself was not leaking, but that the overflow from the roof was exposing issues on the side of the houseSince the water was pooling on the roof and then overflowing the side of the house (like a waterfall) due to the way the roof was initially put down, he agreed to put a gutter along the side of the house to help deter the water from flowing down the side at such a fast rateWorkers came to install the gutter on June At this time it has not rained hard enough to see if this has helped the water overflow situation; it is our hope that it has*** has been in contact with us to monitor to situation and we will keep him updatedAs long as the gutter solves the overflow problem, we feel that our complaint has satisfactorily been addressedAlthough there was some initial miscommunication regarding the issue and what Seneca Creek was willing to do for us, we appreciate ***'s willingness to work with us after the complaint was filed
Thank you,
*** ***

Upon receiving this complaint information, I contacted the customer directly on Saturday May 24th.  We agreed to speak after the holiday weekend.   We spoke again today, Wednesday, May 28th.  We are going to go out to investigate the concerns.  We should be out tomorrow on May...

29th to begin to determine a course of action.

January 13, 2016
l[redacted]
Lisa W[redacted]
5 star
Quality Customer Service and Products
This is our second project with Seneca Creek and Jeff. We had a roof installed several years ago and just now had new windows installed. Seneca Creek Home Improvement gave us the best estimate both times and we've been extremely happy with the quality of products offered and service given. Seneca Creek Home Improvement and Jeff have proven worthy of our trust. You will get what you signed for and never any hassles. We will continue to use their services.

Review: In April 2010 we had our roof redone by Seneca Creek Home Improvement due to the fact that we were having issues with leaking. In the months and years after we have had repeated occurrences of leaks in various locations. It was difficult to get someone to come out and address the issue. After not hearing from the company for a while we were told that someone did come out to patch a possible leak, yet the leak continued. When we finally got someone else to come out and look at where the leak was happening inside, it turned out that they had misunderstood us (and had never taken the time prior to this to find out definitively where it was) and were not addressing the proper location of the leak. Once that was taken care of, they did offer to repair the inside ceiling drywall.

Then, towards the latter half of 2013, we once again were having leaking issues. We were told by one of the Seneca Creek workers that our window dormers were the issue and not the roof. After getting our window dormers replaced, we continued to have leaking in the same area. We asked Seneca Creek to come out and look since the contractors who replaced the dormers said the replacement will not last as long as it should because when the roof was replace there is a large dip next to the drain on the flat-top roof that allows water to pool and spill over directly onto the dormer instead of down the drain. He said that that dip should have been fixed with the roof replacement or at very least flashing should have been put up to stop the water from spilling over onto the dormer. On 11/13/13 we emailed Seneca about fixing it and if it was under warranty. We received a response 2 days later saying that someone would have to come out and look at it. 10 days later we still had not heard anything. We finally heard something back on 12/5/13. We were told that a puddle formed in a low area near the drain and that it was not their problem since they could not predict where puddles would form on a flat roof. They said there was nothing they could do, aside from re-pitching the entire roof. We paid a lot of money to have the rood redone and, in my opinion, it should not leak, period. They are the roofing experts, if they knew that this was something that was likely to happen, why were we not made aware of this prior to paying thousands and thousands of dollars to get an insufficient roof? We were told the roof was under warranty, yet they refused to help us when we were having continuing leaks…leaks that came about AFTER getting our new roof.

The leak continued to get worse, so we were forced to find someone else to help us with the problem, since Seneca would not. Unfortunately that contractor has also had issues resolving the leak. I am just so disappointed by the lack of customer service that we encountered on several different occasions. I don't understand why we paid multiple thousands of dollars to have a roof that leaks and a company that will not help us fix it without charging us thousands and thousands more.Desired Settlement: We really feel that Seneca Creek should be able to do something to help us alleviate the leaking issue, considering that our roof put in by them and is under warranty. It is not acceptable that they feel that they did a sufficient job when our roof continues to leak. We should not have to continue to pay for further repairs to a roof that had many flaws from day one of installation.

Business

Response:

Upon receiving this complaint information, I contacted the customer directly on Saturday May 24th. We agreed to speak after the holiday weekend. We spoke again today, Wednesday, May 28th. We are going to go out to investigate the concerns. We should be out tomorrow on May 29th to begin to determine a course of action.

Consumer

Response:

Good afternoon,