ComplaintsforCastle Roofing Group, LLC

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Castle Roofing gave us the best price for a roof size around ***** sq ft. The price was $9k and it includes 4 sheets of 40 Linear Feet. They state they used over 600 square feet of wood at $90 per 4x8 sheet. Based on the photos they gave me, it does not appear as though they used over 18 sheets of wood. I have been trying to get a hold of them but they are not answering me. ******* is our roofer and he told us it wouldnt cost more than $500 additional and there was no way it would cost that high. I asked him to include **** in his quote and he wouldnt do so because they think they can charge what they like because he did bump his price from $9k to over $16k and I have asked for proof that they used over 600 sq feet and of wood and it appears they used about only 4 sheets based on the photos they gave me. They also never told us it would cost this much before they did they did the work. I did attach the most important photos to this complaint. They arent caring to answer us because they can clearly charge us 18% per annum interest if we dont pay the amount. I am contacting BBB because I am reaching out to a resolution and I would like to make my payment of $9k but they arent wanting to answer us.

  

  Business response

  02/05/2024

  This complaint is not regarding our company and we did not replace this customers roof. We do not operate in ******* ******* and this customer has the wrong company. Please remove this complaint. This complaint was likely ment for Castle Roofing Group LLC based in ******* ** and not our company "Castle Roofing & ************* ****** based in ********** ** on the opposite coast of *******. 

  

  Business response

  02/21/2024

  Dear Better Business Bureau,

  
  My name is ******************************* and I write to you today on behalf of myself as well as my business, Castle Roofing Group, LLC. This letter is serving as a written response to a complaint filed with your bureau on February 8, 2024, and as the first complaint my business has ever received in its 20-year history, I take this very seriously. Please take into consideration the following information and breakdown, as well as the attachments that corroborate the truth of this matter.
  Customer and my company entered into a written agreement for roofing services with an original estimation of $9,000.00. However, the language of the agreement, and the correspondence with ********, both illustrate that this price is subject to change based on issues that *** be found in the roof, the cost of materials to remedy those issues,and the labor used to finalize services. Specifically, the price increased to a total of $16,362.00 based on the below breakdown:

  
  1 Plywood @ $90 = $90
  Decking ( 1x6 ) 620 LFT@ $9 =$5,580
  40 LF Discount Contract included=  - $360
  Fascia 48 lft ( 1x8 )LFT @ $9 = $432
  Fascia 148 lft ( 1x2 ) @ $9= $1,332
  Reinforcement 32 Lft ( 2x6 )@ $9 = $288
  
  Total = 7,362.00
  
  These additional costs came directly from the discovery of significant amounts of rotten wood within the roof, particularly on the back slop of the house, and the known requirement that local regulations strictly prohibit leaving rotten wood in a roof while servicing it as it would result in failed inspections. Forty feet of wood was estimated into our services that we did not charge Customer for prior to our discovery and continue to apply through the term of this agreement.

  To support this position, attached to this response is also the original contract signed by Customer, where it states:

  
  > Paragraph 4: Should concealed or unknown conditions in an existing structure be at variance with conditions indicated in the description of the work to be performed from those ordinarily encountered and generally recognized as inherent in work of the character provided for in this Agreement, the Agreement price shall be equitably adjusted upon notice thereof from the Contractor to the Customer.
  

  > Paragraph 5: Customer shall not withhold any part of the Agreement amount for which payment is due under the Agreement.
  

  > Paragraph 6: In the event that state, county, or municipal codes or regulations require work not expressly set forth in this Agreement or differ materially from that generally recognized as inherent in work of the character provided for in this agreement, all extra costs for Contractors labor and materials shall be the sole obligation of the Customer.

  
  In addition, we have provided over 300 photographs of documentation reflecting damage to that was discovered during assessment, the materials used to provide our services, and the finalized and completed results. Those photographs are accessible through the following link, which does not expire until February 2025: ****************************************.Photographs *** also be viewed here for corroboration and verification: ****************************************************.

  (We recommend redacting both links from public viewing since they involve Customers address).

  
  Customer voiced their concerns about the change in price, and despite our best efforts to explain, show, and breakdown the reasonability of the total invoice, Customer continued to refuse acknowledgment of my companys full compliance with the terms of our agreement.As a show of good faith, I decided to take a slight profit loss and provide Customer with a discount in order to ease the total amount that they owe. Their invoice was deducted from $16,362.00 to $14,746.00; a $1,616.00 decrease.Customer, interestingly, has also failed to mention this deduction in their complaint.

  
  Despite our best efforts,Customer has continued to refuse to pay for services rendered, including the $9,000.00 as a start. We respectfully request the Better Business Bureau to dissolve this matter in our favor based on the facts. This letter is also provided as an attachment.
  
  Sincerely,
  
  *******************************
  Castle Roofing Group, LLC
  505 *************** #***
  ****** ** 32703

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩