ComplaintsforNoland's Roofing

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Please See Attachment

  

  Business response

  06/28/2024

  We have been in contact with this homeowner and all has been resolved! 

  Customer response

  07/11/2024

   
  Complaint: 21904317
  
  I am rejecting this response because: Noland's Roofing has not been in contact with us. My attorney contacted them as she is trying to resolve the issue. Council's advise was to proceed with agreement. Noland's Roofing employees came to our home to our home on 06/24 to collect proper signatures from both me and my husband and an actual contract was signed. Yesterday afternoon, 07/10/2024, I received a phone call from my attorney asking me if the roof has been replaced and I informed her we have not heard anything back from ******** since they were here on 06/24. She advised she will be in contact with them to inquire about the hold up. Therefore, NO, nothing has been resolved. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/18/2024

  We do apologize for the communication, however, this roof has indeed been completed. It was completed on 7/17.  

  Customer response

  07/18/2024

   
  Complaint: 21904317
  
  I am rejecting this response because: The roof is halfway done. The work was initiated yesterday 07/17. Workers left at approximately 3:30pm without completing the work. They did not return today. Again, the replacement of the roof was started on 07/17 but never finished. Please see attached photographs taken at 4pm today 07/18/2024. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/22/2024

  I have spoken to the homeowner, this roof is indeed completed. We were waiting on the county inspector to do an inspection. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5 years ago ****** roofing installed a new roof on our home. On part of the roof they installed a low pitch Certainteed roofing system at their suggestion. Since the installation of the roof it has leaked several times, but Nolands roofing has been good about sending someone out to repair it.This November I actually noticed the roof was sliding down off the roof and separating at the seams. I immediately called Nolands roofing and they sent out ***** or ***** to look at the roof.He stated that it was a roofing failure due to manufacturing and they would have a representative come look at it and get it replaced. He assured us this would be fixed at no cost to us as it was a defect in the roofing system. Since then nothing has happened we have called several times and ***** or ***** does not return our calls. I talked to ***** at Nolands roofing in January I stated I was frustrated because no one has resolved they issue, she was nice of enough to look into and returned my call and told me someone would be out soon to look at roof and figure out a solution. Today I called and was told to talk to ****** in production, but he was unavailable and will return my call. I am doubtful about anyone returning my call.

  

  Business response

  02/12/2024

  I have spoken with ******************* and set up a site visit for 9:00 A.M 2/13/24. After the site visit the proper course of action will be taken to correct the issue.

   

  Customer response

  02/12/2024

  I will close complaint once the I problem is fully resolved 

  Customer response

  02/22/2024

   
  Better Business Bureau:
  

  The Vice President of the company contacted me the same day I made the complaint.  He came to my house the next day, within a week my roof was replaced.  I just think it is sad that after 3 months of no response from the company, it took such an extreme measure to find a resolution to my problem. Just someone returning my phones calls would have been reassuring.  I think ******** roofing should work on better communication to customers.  Certainly this was either an installation error or a manufacturing defect, neither involved me as the customer, it should have just been replaced and ******** roofing should have dealt with who was responsible.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple issues since the beginning. Job not done.

  

  Business response

  09/29/2023

  We have already been in communication with this homeowner and are looking to have this resolved in the next several days. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Noland's Roofing, Inc., Clermont, FL is holding, since 03/28/2023, $27,857.07 of me and my wife's money and refuses to give The have done NO work and provided NO materials to our house. Under pressure from the Mercer Team, my wife signed a contract, in our home, that was not adequately explained to her. Noland's Roofing has threatened to charge us for their FREE evaluation and estimate. The contact lady in the Noland's Roofing in Clermont threatened me with all kinds of charges. I have asked for our money back and they refused to return it. I am 78 yrs. old and my wife is 74 yrs. old. I believe that we are being abused financially because of our age. Noland's Roofing phone is 353-242-4322 and the ****** Team phone # is ************* 

  

  Business response

  08/07/2023

  It appears there was some confusion about the process that has been straightened out. We are in the process of moving forward with Mr. ***** roofing project.

   

  

  Business response

  08/22/2023

  Noland's Roofing and Mr. ***** have decided that it is in the best interest of both parties not to continue forward with our business relationship. All funds have been returned to Mr. ***** and we sincerely hope that whoever he contracts with to complete his project has an easier time than we had.

  Customer response

  08/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** ******* *****

  Noland's Roofing has refunded my money that they were holding.  It is too bad that a 78 year old man had to go thru everything I did to get my money back.  I am satisfied with the end result but not with the hassle I had to go thru to get this result.  I consider the case closed with the great help of the BBB.

  Respectfully,

  ** ******* *****

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The new roof is 4 months old with a 20 yr warranty. I had a leak in my Livingroom during the hurricane. I called for repair and was told i would be charged for service. I was outraged. I was told a hurricane voided the warranty. I will bad mouth Nolands roofing for the rest of my life. ********** Tavares Fl

  

  Business response

  12/20/2022

  Consumer Response /* (2000, 8, 2022/12/02) */ ************************************ 8:17 AM (8 minutes ago) to me The co has reached out to me. They sent an inspector, and he found the problem it was with my Chimini not their roof work. Without your help that would not have happened. Thank you *****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10-24 2022. Nolands Roofing installed a new roof on residence. Prior to installation, I was informed that two dumpsters would need to be utlized on property for debris/trash, etc. Understood. However, i was advised it was customary that the dumpsters are placed on driveway. I informed them that there is an issue with the driveway being several cavities are forming underneath (washout, erosion, sediment settling, etc.) and had already issues with collapsing/repairs on a contunious basis...verified with a driveway repair company indicating there cannot be any heavy equipment/dumpsters, etc. or weight on driveway or further damage will occur. Noland Roofing acknowledged and wanted to avoid scenario because they would then have to replace entire driveway. Agreed upon using side of property (ground) and was assured that all quality and respect with maintain property and no damage would occur. Forward to when job was in progress...March 16-17. When dumpset #1 arrived it was placed in an area that was easily accessible and ground was stable (with their platforms in place)...no issues. March 17, when dumpster #2 was replaced/switched off... the dumpster company (which is contracted by Noland Roofing), haphazardly and rushing did not place it in same place and placed it in an area that they ground was soft. Which resulted when job was completed and the dumpster company came to pick up the 2nd dumpster on March 21st/22nd....the company could not correctly and safely remove the dumpster from the property. Resulting in a 3 hour removal and serious damage to the ground/lawn, etc. The property grounds were torn up, dug up and trashed up by dumpster company as a result of the removal of the 2nd dumpster equally to 8-10 yards of damage. Contacted Noland Roofing multiple times with various conversations and was told they are not going to fix, correct nor compensate for the damage because I would not allow them to place the dumpster on driveway. I want $250 credit for damage

  

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/12) */ Noland's Roofing has reached out to the client to try and resolve the situation and come together on an amlicapable solution.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requested repairs from Noland's Roofing due to soffit damage from a storm. They were quick to come out and give prices for repairs, but that's about it. The initial estimate came out to be $600, because they had a "minimum" for soffit repairs. To note, they don't even do the work. They contract someone else to come out to repair it. Ok fine. After contracts were signed, and half the balance was paid before work even started. This was on 1/19/22. Because these were sub-contractors for Noland's, they had no idea when they would arrive for the work. They provided an estimated time of 2 weeks. After not hearing anything, now going into February, I call to get a time frame. Now I'm finally told they'll be at our home on 2/10/22, between 8-5. Great, so we wait, day goes by, and we don't see these workers or any communication from Noland's. Call them again, and we're told their truck broke down so they would be here tomorrow, on 2/11/22. Again, no time frame available. So we wait, they finally arrive, repair the hole (not the whole contracted work) and leave. Call back Noland's, they say they're going to call the Contractor, they return, they say they had no idea the work included all that (the amount of the soffit needing replaced) and stated they didn't have material so they would be back again. Call back Noland's, and they can't provide a timeframe or even a date. I ask them for compensation for all this inconvenience. They immediately become defensive, actually tell me this is not an inconvenience on you, that we don't even have to be home for the repair (because they do such trustworthy work, right?). They actually have the nerve to raise they're voice and starts yelling at me on the phone, asking what I want from them. I ask her for an email with what happened today (2/11/22) and with an estimated time frame for the rest of the repairs. As of 2/25/22 still not complete and Noland's is demanding the rest of the payment.

  

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/28) */ Good Afternoon Mr. ****, per your telephone conversation with Robby ***** earlier today your Soffit is a Special order Alcoa Musket Brown Pinhole Aluminum Soffit, We are supposed to be hearing back today on when the Soffit/fascia will arrive and then we will be able to get your a specific install date. Robby Will be following back up with you either late today of tomorrow morning. Thank you for your time. Consumer Response /* (2000, 7, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of 03/01/22, Noland's has reached out and began communications reference this incident. There is still no date of repair, or final costs, but they have at least communicated the issue and will "attempt" to resolve it. If they don't resolve the issue as mentioned, will be reopening the complaint. Thank you BBB.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nolan Roofing has not send on a paid in full invoice I need for my insurance renewal. Myself and our HOA President have sent numerous emails to both the office manager and owners of the business asking for a paid invoice or final roof inspection. My insurance company will drop my coverage.

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/17) */ Good Afternoon, Documents have been sent out to Mr. *******, I do have an email verification of receipt of all needed paperwork from Mr. ******* from this morning 1/17. Our Vice President sent out all needed paperwork that was requested to the Townhomes Office Manager on 1/7/2022 Noland's Roofing, Inc. is not sure why this paperwork was not given to Mr. ******* at that time. Noland's Roofing, Inc, completed the Roof Replacements in this Townhome community for the HOA we did not have Mr. ******* contact information to call him directly because all communications during this Roof Replacement project was done through the Townhomes Office Manager. All needed paperwork has been received by Mr. *******. Consumer Response /* (2000, 7, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept as the information was finally sent to me 1/17/2022

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want the company to come back and finish the job. The owners son verbally told me he would do the gutters. They did not do so, they removed the old gutters and replaced them with brown ones but didn't replace the down spout's. Now my house looks unfinished. Please finish the job!

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We filed a claim months ago for a shingle color issue upon project install. We have yet to have this issue resolved and are now being threatened for not paying the remaining balance. After weeks of being told by our sales rep, Ryan that he was handling the issue and he would get back to us. It has now been four weeks since I have heard from Ryan or anyone at Noland's regarding our issue. We want this resolved and are being lied to and continuously ignored and now threatened! We have repeatedly made attempts to work out the differences and have yet to receive the respect a paying and repeat client deserves. We are saddened by Noland's lack of response and actions, as mentioned we used them on our prior home and trusted this project would be handled in the same positive manner. Unfortunately, they are showing their true colors when a problem arises, which is to ignore the client for weeks, then threaten them with non payment on a contract that's still open due to their own stalling.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/08) */ Noland's Roofing installed the colr the customer selected and signed for in several places on the contract. We did as we were contracted to do and the customer does not liek the color she selected. We dis as promised and reached out to the manufacturer and asked them to see if the color variance they allow for the granular process was with in the normal alottment. We received a phone call from the manufacutrers sales representative and he said it was within the variance. We, Noland's Roofing then asked to escalate it further for the customer by asking them to send it to the technical support team at the factory and have been waiting on a report in writing to be able to provide to the customer. The customer wants us to eat the cost of her color choice and allow her to not pay her 50% balance remaining. This is clearly unfair and not something we are willing to do. Noland's Roofing has it in writing fromthe client that they will pay us for the bill but now they want us to eatg the cost. We ask that you too see this is not a fair request since we fulfilled our contract in full. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We signed off on one color swatch (which I can provide) based on our sales reps experience with the shingles. We are repeat clients, as we used Noland's on our previous home and trusted their suggestion when discussing overall project look of the exterior of our new home. When I noticed the shingle color on install day, I immediately called and texted our sales rep and project manager to have the workers stop, before any wasted materials occurred. (I have these conversations in writing.) Upon the arrival of the project manager, Eric I was told immediately if I didn't finish the roof that day, they would be leaving it exposed to the weather. Now, this was an August project, so naturally my husband and I did not want our ceiling to have water damage in our new home we worked hard to purchase only a few weeks prior. We felt completely bullied and helpless, leading us to say reluctantly we had to finish the roof and had no other choice. I messaged our sales rep, stating after my conversation with Eric it sounds as though we don't have another option. We are stuck with what we have and not being offered any other solution by Noland's. I am not sure what else a client is supposed to do or say when the multi million dollar company threatens you with leaving an exposed roof in an August Summer in Florida. I can say now from experience it is not a good feeling. Especially when we trusted their experience to use them a second time. We never anticipated being treated this poorly. We asked for answers immediately and have been completely ignored and mistreated. It has been I who has continuously reached out to Noland's asking for a resolution as this project began at the end of July. We understand that what we "signed off on" (Colonial Slate color) is what was installed, we have never disputed that, nor have we have asked Noland's to pay for anything. We simply asked for this issue to be corrected and for them to do the right thing. What we are saying is that color that was signed off on was chosen and approved based on the recomdations of experienced sales representatives at Noland's roofing, after multiple conversations of the overall project look. Clients rely on these "experts" to help guide them in making the right choices based on their needs. At no point was the color red mentioned or we would not have chosen Colonial Slate. As when we originally spoke about colors we wanted black, but were advised by Ryan our sales rep that black can be hot and is hard to get. (Which he laters states in an audio recording was discussed.) Ryan suggested Colonial Slate was a good alternative and naturally I believed him, as he had more experience with the actual shingle colors and not the small swatch on a piece of paper I was signing off on. Including the black trim to compliment the dark gray he said this roof was and showed me. I did my best to stop the project, document, and communicate all projects issues as they arose. I did not have them complete the roof and then complain about it, which seems to be their go to excuse. I asked to hault working all together until this was resolved before the roof was even 25% complete. Photos will also show this. Including a document Eric had me fill out and sign when the roof was complete. His signature is also on this document where I state the color issues and want them corrected. Again, something Noland's wants to ignore because its not in their favor. When Ryan called me the morning of the project, he made me think he was going to fix this and understood based on our conversations that this was not the look we wanted or discussed. It wasn't until a few days later I realized no one really cared about us and we were just a bother to them. In their eyes, they "completed the work" and they want to be paid - even with a dissatisfied client. The project was completed nearly 6 weeks ago. It has been three weeks (September 17th) that I had a verbal confirmation regarding the certainteeds variance being within limits, and yet still do not have a written copy from Noland's that I have been promised nor has anyone touched base with me in the last three weeks. I reached out to them finally today to break the silence once again and ask for a solution. I was relieved when I finally heard from someone at Noland's this morning with higher rankings, as I thought this would finally be solidified in some kind of understanding between parties. Unfortunately, it is still not. Justin the VP of Noland's emailed me back with my options as of today. 1. Pay the remainder of my bill, with no changes or adjustments on their part. OR 2. pay my balance and they will give me a "deal" on a new roof. I am not sure how this is a compromise from Noland's to its loyal clients, but it feels like we are being bullied and forced because they are a large company and just want to be paid. There has been absolutely zero comprise in a dissatisfied customer on the companies part and it feels defeating. We have multiple samples, text messages, emails and audio recordings between us and Noland's regarding several topics brought up that we are happy to provide the BBB as we are now being threatened legally by Noland's for the remaining balance plus interest while still waiting on a report and have yet to receive any kind of resolution for us. We sent an email to Noland's on September 20th, after non communication from Noland's on settling this issue. Again, we never heard back from them. I am happy to provide the BBB with a copy of this email, stating the issues and how we would like them resolved. We are not asking for handouts or freebies. We are asking Noland's to fix the color issue based on our consultation and expectations of the color we were signing off on or consider this a wash for the remaining balance. We have already paid a deposit and paid our previous homes roof in full. I find it hard to move forward with my only option being pay my bill and nothing else. I would love to hear another option/comprise from Noland's, as I do feel there is a better way they could have handled this. I expressed multiple times over many platforms that this could have been handled much better on Noland's roofing and this could have been a five star review. Instead they continue to argue and say we installed what we signed off on. Yes, we understand but it is not the point. I am going to upload photos of examples and what our roof looks like. The comparisons are night and day. In the color swatch I signed off on has NO indication of red in the color or description. We would love nothing more than to be done with Noland's roofing and moving on with our lives, however they have yet to provide a balanced solution between the parties. It is unfortunate that these bigger companies can bully and threaten clients with legalities as they continue collecting money from unhappy clients without a care in the world for their happiness. Roofs aren't cheap as we all know and my husband and I were very excited to finally move into our new home and have a new roof installed. We never anticipated it being this big of a headache. We trusted Noland's and our sales rep were guiding us to the best products based on their experience. Unfortunately, no one seems to want to own up to this big part in the narrative. I would appreciate if Noland's would have another option for us to consider. We are not trying to be difficult, we simply want a fair and amicable resolution. I have uploaded the following: - color swatch Noland's indicated I signed off on. As you can see from the photos, there is no indication of red on the shingles nor description. - the initial text messages to Ryan from me when I noticed the color issues. (3) in total - Erics contract he had me fill out upon completion of the roof. I clearly indicate I want this color issue resolved and not at my expense. Dated 9/1/21 - Shingle photos I took the morning of the project when I noticed the color issue. These are the images I included in my conversation with Ryan that you see in text thread. - Photos of the roof after it was completed. We paid a licensed inspector to check for issues, as some promised items in our contract like flashing were not installed and wanted a wind mitigation report for insurance purposes. These photos are important as they show the color is nothing similar to what was signed off on. - Last, the photo example I was shown by Ryan of the colonial slate installed on another home for color purposes. As you can see, its a bright sunny day with no trees covering and it looks dark gray almost black. Please note: this photo is only an example given to us for color purposes, this is not our home. (Labeled:Photo Example) Based on our expectations and promises made by the Noland's representatives to the client, I hope they can understand we simply want the color issue to be rectified. Business Response /* (4000, 12, 2021/10/22) */ Nolands Roofing has provided the custoer with the Technical advisor's information from the corporate office for the manufacture. We have also done as she asked and gave her a phone number to the man that wrote the report stating the shingles are in fact within the color variance. The client has staed that they are fine with the color as long as we discount the project by 50%. This odd that they are wiling to accept the roof and color they picked for half the cost. They did in fact pay the bill and should have since it was a signed legal construction contract. Unfortunately we are not willing to issue a 50% credit to the custoemr for doing a fantastic job. We have the customer sign in 2 spots to pick colors and accept them. We still feel we did nothing wrong and had no choice but to contact our attorney when we were told they woudl not pay their balance because they would not have any leverage over us if they did. Again i ask how it would be acceptable for the consumer to be ok with the roof we installed for them as long as we reduce the price by 50% ?

*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. ↩