My appalling experience with SA Waterproofing

I know that this story might be a bit long-winded so I decided to give the conclusion in the first paragraph to make sure that the reader does not have to go the same frustrations I am currently experiencing with this company.

Do not use SA Waterproofing to fix your roof leaks. My experience of their customer service is somewhere on the far side of ********** and if that is not enough to put you off, I also believe them to be dishonest and borderline ******. Now that you know, you can stop reading or continue to find out what events lead me to this conclusion.

After some serious rains in April 2019, my roof started to leak in multiple areas. I subsequently decided to get a few companies to have a look and quote for repairs. Despite being quite expensive I decided to go with SA Waterproofing, I don’t believe in cheap fixes and believe in paying good money for good work. As one does when receiving quotes, I asked the gentleman if there was any way that he would be able to improve on his price. Often they are in a position to give a little discount off the quoted price. As I expected, he told me that they do in fact often negotiate the quoted price in such cases. He then proceeded to ask me what I do for a living. I told him I am a doctor. He laughed and told me that in that case, I unfortunately would have to pay the full price. I decided not to argue and paid the full quoted price and we agreed on a day to commence with the work.

They sent a team out that worked on my roof for a few days (I can’t remember the exact number of days) and one afternoon the head of the team told me that they were done and would be cleaning up and heading out. Happy that the work was completed, I hopped on the roof to inspect what was done. I found that work was only done on one section of my house’s roof (about 40% of the total surface area). I am no expert at roof leaks but if water is coming in at multiple areas inside the house then surely work should have been done at all those areas. I took a picture of the roof and sent it to SA Waterproofing with this email: I have had a look at the roof and I can see the work done. However I see only the one side of the roof has been done. I am concerned as the roof was leaking on both sides.

If this is normal and you can assure me my leak is fixed that is fine with me but I just wanted to confirm.

Please see the attached pictures and just let me know if this is correct

Regards

The next day I received a reply: Trust you well. I have discussed with our Project Manager ********, and he has assured me That the leak has been fixed. All work carried out has been done correctly. Kind Regards

Now I wasn’t sure that the leak was fixed, but decided to put my faith in the guys I paid (a hefty sum I might add) to have done a good job.

What happened when the rain started again in end of 2019? You guessed it. The roof was still leaking.

I started emailing SA waterproofing and informed them that my roof was still leaking. I had to send 13 emails over the course of 4 months. They didn’t even bother to respond to half of them. I must have phoned them at least as many times to find out when they were planning to finish the work. After each phone call they assured me the problem will be discussed first thing tomorrow morning at their daily meeting. They eventually sent guys out on two occasions to come have a look at the roof and I was again told that the next day they would discuss and get back to me.

Not once did they contact me to give me an update. Not one single phone call or email.

It has now been 7 months of struggle and frustration and I have received not a single thread of communication on the way forward. I am a very reasonable and patient person but am now at my wits’ end. I have paid SA Waterproofing a lot of money to not fix my leaking roof.

I really feel that you can pay your money to SA Waterproofing or set the pile of cash on fire. The effect on your leaking roof will be the same.