Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very unhappy. Ordered roofing material. Everything sent was incorrect. They got the dimensions from satellite. I spoke with a very helpful young lady who said everything would be perfect. Everything sent was wrong. I called and spoke with a manager. Who gave me the correct dimensions on the phone I explained to the girl I was laid up With a broken calcaneus and therefore could not get to my roof to measure it. The girl sent me an email apologizing saying she asked for someone to double check her measurements. But they did not. I am not a roofer so what I ordered I assumed was correct. The roofers came to my house and said it was all wrong. I called the company and they said to bad. You signed for it. Over 7000.00 for materials that only a small portion can be used. They refused to offer any help. I take responsibility for signing. But for this company to just say tough luck is a disgrace. I can’t understand how the diminsions to roof were a foot too short. But when I spoke with the manager yesterday she pulled the correct diminsions. Just see** super fishy to me. I am just not sure what I spent all the money on being I am having to rebuy everything that was suppose to be there.

  Business Response

  Date: 08/03/2023

  *** ******* called and provided an address to complete an aerial takeoff. As stated on our estimates, which the customer signed acknowledging this, that our take off services are provided as a courtesy to our customers and that it is their responsibility to confirm the dimensions are accurate. In bold letters at the bottom of the estimate, right above the signature, it states that the customer is signing and taking responsibility for the lengths of the materials. When our sales representative spoke with the customer, she let her know multiple times that the order would need to confirmed prior to purchasing the material, the customer also acknowledged this in the complaint. After the customer received the materials on the second of May, the customer did not present any issues with the order. As stated at the bottom of the estimate, that the customer acknowledged, any discrepancies should be reported within 48 hours. The customer waited 2 months before calling in to report an issue. In the disclosure, it also advises that there is a no return policy on panels. Having speaking with the manager, the customer continued to state that the entire order would have to be replaced. However, she was requesting a certain number of panels, that was not on the order to be replaced at her specified length. *** ******* advised that a total of 15 at 18’ 0” panels is what she would need, not an entire reorder of the material. That is 270’ out of the 1063’ provided. In *** *******’s claim to the BBB, she said that it was all wrong and only a small portion could be used; that is $985.50 of an order totaling $6,955.31. No other materials making up the majority of the order would need to be replaced. While on the phone with the customer and looking on the satellite imagery, as advised, the roof does not measure the same on either side; as well as the imagery from the satellite being distorted. The panels measure 16’ 8” via Google and we provided the customer with 16’ 11” panels to account for her overhang. The sales representative went with the longer length from Google in order to ensure the customer would not be short on materials. We offered the additional panels at a discounted rate, **. ******* was not satisfied with this option and wanted the company to completely replace the panels for her, free of charge. In an email we received from **. *******, she acknowledged that she should have made sure the order was correct prior to ordering but failed to do so. We can only assume that she did not complete this crucial process due to her health condition, as well as her being located in New York at the time of ordering. At no time has 1st Coast Metal Roofing Supply offered on site, field verification of measurements. Field Verification is the only way to ensure that the measurements pulled from the internet are true and accurate. We adamantly express the need to have this completed by all customers prior to ordering to avoid situations as this. 

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:She knew I couldn’t recheck because I have broken leg.   It’s very funny when I spoke to the manager. She pulled up the correct dimensions.  
  The manager said maybe the plane took a photo when it was turning.  How did the manager pull the correct dimensions? Did she send a plane up to photo?  *** ridiculous.   The girl who helped me didn’t know what she was doing. She asked them to recheck and they didn’t.   

  Regards,

  **** *******