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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bear **** replaced our roof Sept of 2023. Their workers left trash and a bunch of old nails in my yard and side walk. My dog actually had a nail punture his paw. They did not get an inspection done until the end of March 2024 as I questioned ******************* as to whether or not it was inspected. He was very adimate that it had and became hostile. Then, out of no where he informed me that it had not been inspected after over 6 months. They finally get an insector.out and it doesnt pass. They are now demanding we pay double the remaining balance or will place a lien on our home. They did a poor job on our roof and their customer service is terrible. I offered to make installments for the balance but ******************* will not work with us. Horrible experince stay away
Business response
04/10/2024
We did replace **************************** roof in September of 2023. Our project manager, ******************* verified the worksite was clean and free of nails to the best of our ability. on 10/25/2023 our office filed for a final inspection with the city of Lakewood. Over the next several months the city postponed and cancelled multiple attempts to complete the inspection. Unfortunately, we cannot control when the city decides when they can perform the inspection. Our project manager was under the impression the city of Lakewood had performed the inspection when he informed ************************ it was completed. We admit the first inspection required minor adjustments to the roof, which we performed successfully resulting in the final inspection passing. *********************** never informed Bear Brothers Roofing or our Project manager of any debris or any injury his dog may have suffered until we received this complaint. For 6 months we have requested ************************ pay his balance and even offered him a payment plan. Upon reaching out to ************************ he displayed no interest in fulfilling his obligation either by paying in full or setting up a payment plan. In *******************************, was extremely rude to our Operations Manager and ended the conversation abruptly by hanging the phone. Our lien represents total payment due which includes the discount he was offered should he have paid in full. Bear Brothers Roofing takes great pride in customer service and has been one of the most important aspects in the past 25 years we have been in business.Customer response
04/10/2024
Complaint: 21524647
I am rejecting this response because: I attempted to set up a payment plan and they rejected it. Their staff has been extremly difficult to work with
Sincerely,
*******************************Customer response
04/10/2024
Complaint: 21524647
I am rejecting this response because: I attempted to set up a payment plan and they rejected it. Their staff has been extremly difficult to work with
Sincerely,
*******************************Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a senior and can't go on the roof. I was informed there was damage on the roof. I contacted the company and at first the presentative after coming out agreed there was damage and was going to send someone out. Then he said he couldn't because his hands were tied the warranty was expired. The work was done in December of 2018. I asked for a copy of the warranty and didn't get a response. The insurance company said the contractors did not give them a completion certificate which most do. Winter is coming up and I don't want damage to my property because they don't want to honor repairs. I have never heard of a warranty under 5 years usually more than that. Thanks also the phone number for this company is changed to ************ the representative I dealt with is ****** ************ thanks for your help ***************************Customer response
09/27/2022
****** from Bear Brothers said he would do the repairs. I will let you know if they don't follow through thanksBusiness response
09/27/2022
This homeowner's issue has been resolved. The roof was completed 4 years ago and the roof passed the final inspection completed by the city. There were no issues. Since then, a small, cosmetic issue arose and Bear Brothers is addressing it, at no cost to the homeowner. Her initial sales rep is longer longer with the company and there was some confusion between her and the new rep assigned to assist her. The owner of the company made a special visit out to address her concerns since then and all parties have come to a mutual agreement.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.