1 reviews | Active since Dec 2018
Inconsistent Customer Care
There was a storm recently, our roof started leaking and we lost a few tiles due to the storm. The next morning we logged the issue with Cosmo Projects and we were told a team would be sent
The next day : a teams arrives, they survey the leak and the missing tiles, they fix the leak and tell us that they will be back to finish off the job because it had started raining
Three days later: I call the customer care cause they were not back yet, I ask what the issue is and they tell us that we should log a claim with our insurance because they are not liable for the damage
Next day: I come back home earlier than usual and we see Cosmo vans outside other people’s houses fixing the same issues we have. I call to ask why there is a difference in the services received and they say that those people got approval from their insurance companies to have the issue fixed by Cosmo Projects (I also don’t understand this)
Two more days later: our other neighbours tell us that they had their roof fixed and they didn’t do it through insurance. They just logged a call and everything was done
I have tried reaching you, but I expect you are not available as the call was disconnected.
Kindly note ALL clients were advised to log a claim with insurance for storm damage experienced on the night of 10 January 2024. The notification went out on the 11th January as we remained having heavy rains for the following three days, making it very difficult to get roofers out onto roofs.
Overhead awnings, blown off and cracked roof tiles are all storm damage, excessive leaking caused because of no tiles (blown away) or shifted tiles whereby heavy rains leaked onto ceilings are all storm damage.
All new houses that had leaks without tile damage would be/is because newly placed tiles (laid down/installed via current and approved "dry roof ridging system" for roof tile placement) may not have all be placed absolutely flush by roofer, bearing in mind each roof has thousands of tiles (hence a one year warranty on our workmanship - no warranty for natural disasters).
Some affected houses had a combination of these instances, insurance have honoured the claims of actual storm damage, is some instances insurance had authorized the original roofing company to attend the repairs on storm damage While in the instances of seeping of water where tiles were not moved but had seeping with the constant rains have been repaired by this same roofer which was Cosmo's contractor initially.
Each house is assessed on merit of the damage and attended either through the claim to insurance or via Cosmo as part of our warranty. · evident storm damage – authorized by/repaired by insurance claims · no visible storm damage - but seeping through tiles which may not have been flush which falls within our warranty – repaired
by Cosmo
I hope this gives some clarity of the different scenarios. Each case is attended on individual merit as assessed by insurer and Cosmo
Kindly call me direct on *** or *** with any questions or further clarity; or that we miss something from your side.
Kind regards
Isalina Barreto
I have tried reaching you, but I expect you are not available as the call was disconnected.
Kindly note ALL clients were advised to log a claim with insurance for storm damage experienced on the night of 10 January 2024. The notification went out on the 11th January as we remained having heavy rains for the following three days, making it very difficult to get roofers out onto roofs.
Overhead awnings, blown off and cracked roof tiles are all storm damage, excessive leaking caused because of no tiles (blown away) or shifted tiles whereby heavy rains leaked onto ceilings are all storm damage.
All new houses that had leaks without tile damage would be/is because newly placed tiles (laid down/installed via current and approved "dry roof ridging system" for roof tile placement) may not have all be placed absolutely flush by roofer, bearing in mind each roof has thousands of tiles (hence a one year warranty on our workmanship - no warranty for natural disasters).
Some affected houses had a combination of these instances, insurance have honoured the claims of actual storm damage, is some instances insurance had authorized the original roofing company to attend the repairs on storm damage While in the instances of seeping of water where tiles were not moved but had seeping with the constant rains have been repaired by this same roofer which was Cosmo's contractor initially.
Each house is assessed on merit of the damage and attended either through the claim to insurance or via Cosmo as part of our warranty. · evident storm damage – authorized by/repaired by insurance claims · no visible storm damage - but seeping through tiles which may not have been flush which falls within our warranty – repaired
by Cosmo
I hope this gives some clarity of the different scenarios. Each case is attended on individual merit as assessed by insurer and Cosmo
Kindly call me direct on *** or *** with any questions or further clarity; or that we miss something from your side.
Kind regards
Isalina Barreto