ComplaintsforUniversal Contracting & Solar

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been trying to work with this company, but they have ceased responding to us since 6/5/24, immediately after they gained a deposit for the roof replacement.I have attempted to reach them multiple times since then and have gotten no response. Our representative who was working with us no longer answers the phone and instead goes to voicemail and has yet to return any calls since 6/5/24. I have called the business directly and gotten the receptionist, only to play phone tag and get nowhere there, either.We received an incomplete refund issued to the incorrect person on 7/22/24 and still haven't been able to reach anyone to correct these issues.We are not aware of why they suddenly decided to terminate business with us. After reviewing the permit process via the Collier County portal, we found that the only issue was paperwork.

  

  Business response

  08/08/2024

  Good afternoon , we talk with *************** and unfortunately because of the extensive structural damage on the property was not possible for us to install a new roof by Florida codes , the full deposit was refund to *************** minus the admin fees of $229.90 

  The home owner was fine with the decision and we explain that we will help with his project once the structural damages are repair 

  Thanks 

  Customer response

  08/12/2024

   
  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,
  
  ***********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a complete roof replace, certificate of completion date was 3/30/23. My deductible was $5000 and the rest of the repair was paid by my insurance company. UCS charged $25089 to replace damage wood, shingles, vents and gutters. On 4/28/24 I was in my backyard and saw a sagging on the roof, I emailed the company sales agent *************************** about the issue, his response was (this is not a warranty issue), I responded that it was, either they created the sagging during the repair, or the sagging was there and they failed to fix it or the shingles are defective and moisture went to the wood (I provided pictures), sagging does it not shows up like that in a year after a roof was replaced. He answered that they took pictures after they completed the job and he sent them to me, with the angle they took the pictures you can not see the sagging, I got on the roof and took pictures with the same angle and you can not see the sagging, you see it from the ground or right on top of the issue. He stated again that this was not a warranty issue that this was a truss issue and that they were not engineers, I replied that how does he know that if he or an engineer has come to inspect the issue? He once again replied "not a warranty issue". I asked to speak to a GM, he replied he was going to "pass the information" this was on 5/7/24, they have not contact me. This was their negligence by either not repairing the issue when repairing the roof or a damage caused by them at the time they worked on the roof, I just want the roof fixed,

  

  Business response

  06/26/2024

  Dear customer,

  As previously mentioned, ********************** was contracted to replace your roof which we did successfully. As a matter of fact, the county confirmed the great work we did by passing the final inspection and providing us with the certificate of completion. The issue with your roof was not caused by Universal workmanship. Therefore, your warranty does not apply. However, we would like to invite you to call us to further discuss other options to repair your roof. We look forward to hearing from you. 

  Thank you,

  Universal Team

  Customer response

  06/27/2024

   
  Complaint: 21791288
  
  I am rejecting this response because:
  

  As per the county approving the work, the day the person from the county came I notified your salesperson that someone walked around the house for less than 2 minutes and left. I went outside to ask who he was and he told me he was the inspector and that everything was ok. This issue is your fault and you are clearly not taking responsibility for your bad workmanship. I will take this to the state licensing and will not stop until I get the issue resolved. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  08-28-2023 Universal Contracting & Solar was contracted to provide repair to Hurricane Damage to my home. This included replacement of the roof, and solar panels. The roof was replaced, but the damaged solar panels were reinstalled. The panels were damaged beyond repair and leaked very badly. Universal was made aware of this but refused to replace the damaged panels. I have tried numerous times to work out a solution to this problem, but universal management will not take my call. This company has been paid in full on 08-28-2023. I am a 80-year-old Vietnam Veteran with a bad **** and a blind and handicaped wife that needs help. Thanks ***********************.

  Customer response

  04/26/2024

   
  Better Business Bureau:
  
  This has been resolved.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a contract in Oct 2022 to have roof replaced. April 2023 was told to remove solar panels to begin work. Roof was removed and water proofing failed inspection twice. Took 38 days for waterproofing to pass inspection. Tile delivered and waterproofing punctuated causing new leaks and drywall damage. Receive a call stating they are ready to install tile but cant locate it. If is literally piled on our roof waiting for installation. Did not even attempt installing until July. Sent guys out 3 times without proper materials to even begin the job. Mid July roof is partially installed and not completed bc they ran out of tile. So apparently not enough tile was ordered. The roof has been sitting in the same state since July! We are promised weekly next week. On Monday 9/11 we were contacted by the new COO. Who said there was incompetence in our roof job and promised 2-3 weeks it would be finished. Called after 2 weeks and no update! The end of week three is today and all we get is we are looking into it. The house is uninsurable since this job is not complete. We are paying over $1,000 a month to our mortgage company for catastrophic coverage. We have new leaks and drywall damage and our solar panels can not be installed. These generate $500 plus a month and have been sitting in our garage. We have been contacted by other roofing companies asking us if we our roofing company has abandoned the job. Every storm that forms causes anxiety and we want it finished, finished right and compensated because it has been gross incompetence!

  Customer response

  10/19/2023

   
  Better Business Bureau:
  
  I have talked to the company and they have completely rectified the situation. Thank you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Universal put a new roof on our home. They were paid in full. The job was never completed. We still need gutters on the back of our house. We have called them for a year and sometimes they will respond and give an excuse to put us off for another few months. After the hurricane they were back to inspect our home and many others in the neighborhood to drum up business. The person inspecting said theyd get right on the gutter problem (he was from ******** or ****************** storm chasing or something). He also said that was not right to not have finished the job. Its a mess every time it rains. So now over two months since *** and no gutter. At this point Im tired of the run around theyve given us since April of 2020 and tired of being patient and nice. Its a half day job but it needs to be completed. Weve paid for it!

  

  Business response

  12/13/2022

  Good Morning *****,

  I would be happy to assist you in getting the gutters completed.  From the job file, your address is under a different name.  Can you please call me on my direct line at ************ so I may gather additional information and get this addressed for you. 

   

  Thank you,

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

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

  Customer response

  12/13/2022

   
  Complaint: 18560914
  
  I am rejecting this response because: I called the office today to return a call to ****. He never called me back. There are two people who live at this address, a Husband and wife. ***** and ********************* have lived at this address since 2018. If you have someone else on file then someone put it in the file wrong. I believe its your turn to return my phone call as it has been for nearly a year and a half.
  
  Sincerely,
  
  *********************

  

  Business response

  01/03/2023

  The gutters have now been repaired to the homeowner's satisfaction.  We apologize for the inconvenience and thank you for your removal of the complaint.  

  Customer response

  01/03/2023

   
  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.
  This turned out to be what Im taking for their word to be a fall through the cracks unfortunate  miscommunication. After getting in touch with the right people, which I believe took the bbb in our case, the completion of this job finally took place. They had employment changes which we were not aware of and our problem was not getting into the right hands. The gutters were put back up and it hasnt rained yet so were hoping the final job has been done correctly.  We are happy with the roof replacement that Universal did and I believe they have implemented a new team ready to serve our community and Southwest Florida again in a manner in which good business should be done.
  Sincerely, 
  
  *********************

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