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:09/03/2024

  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.

  mitchell and sons roofing did a roof on my home 08/19/2024. i have tried many times to contact them since they were paid. They do not respond. I have 3 major leaks, improper flashing and seals in many spots . I have trash in my bushes and empty water bottles in the soffits. they fell through the ceiling, leaving a massive hole. they quoted me ******** originally then it came to ********. they gave me no receipts or paper for the 10year warranty they offered. they also made me give them a ******* cash deposit and wont give me a receipt. i have stepped on 22 nails. i have one estimate to repair the work for *******. I have filed with the state, and the finance company.

  Business Response

  Date: 09/10/2024

  Upon reviewing your project, wed like to clarify a few key points. As you can see from the attached photos, your roof was in a significantly deteriorated condition, requiring 38 additional sheets of plywood and extensive rafter repairs. This additional work was necessary to ensure the structural integrity of your roof, which is reflected in the final bill. We have a closed permit confirming the completion of the job according to all local building codes and standards.
  We understand you've raised concerns about leaks; however, despite multiple requests for access to your home to inspect these areas, we were unfortunately denied entry. Without access, we are unable to verify or address any potential issues directly.
  Regarding your request for a refund, we fulfilled our obligations as outlined in the contract. The roof, as the photos show, was completed to a high standard. We want to ensure you're satisfied and encourage you to allow us the opportunity to investigate the areas of concern.
  Please let us know if we can schedule a time to conduct a thorough inspection.

   

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

   

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22232276
  
  I am rejecting this response because:
  They could not come in 1 time. They never asked again. Net never covered any resulting repairs, but claimed they would take fill responsibility. They never fixed the front leak, and the building inspector said it was leaking and wont pass the job. The claim that the job has passed is false according to ***** the Gulfport building inspector. They also showed 38 patches of pieces of plywood, which measures approximately 20 sheets. Also there is a failure of consideration and complete lack of detail (hence the leaks and ceiling hole), the gutters not even matching the flashing they replaced. They say that the original quote was an estimate, but very much was missed.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/10/2024

  we will be happy to take care of any problem he has but we have to be able to see whwere thay are  the hole in his ceiling we tryed to get fixed but he said  he would take care of it he did not want us inside this gentalmans house was in very poor shape when we started we fixed every problem he hade we even got him financed for the roof job with very low paymentsagain we will be happy to take care of any problems he has 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22232276
  
  I am rejecting this response because:
  I will let them fix it, but I want money back for the plywood overcharge. They also must fix any leaks and the setting or the drip edge and remove all trash out of the soffits 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/16/2024

  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.

  08/05/2024 the day after hurricane ****** called *************************** a tree fell and put a hole in my roof with water coming into my living room.a lady answered the phone and said the boss gave the crew off for the day that she will have someone call me.the next day the same lady called and said someone will be out to check the roof on Thursday the 8th at 3pm.no show no call no text.call back on Friday the 9th same lady said the boss will call you.Today 08/15/2024 no show,no call or text.This company put the new roof on 02/05/2020 this why I called Mitchell f sons.

  Business Response

  Date: 09/10/2024

  We sincerely apologize for missing the opportunity to address the damage to your roof following Hurricane ******. We understand how frustrating this situation must have been, especially given that we installed your roof in 2020. Unfortunately, we were short-handed during that time and focused primarily on repairing warranty claims. Being a storm damage repair request, it was mistakenly overlooked.
  We are actively working on improving our processes to ensure that situations like this do not happen in the future. Your feedback is valuable to us, and we appreciate your understanding as we strive to serve our customers better.
  If there is anything we can do to make this right, please dont hesitate to reach out.
  Sincerely,
  Mitchell & Sons Roofing

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22149562
  
  I am rejecting this response because:Iam not happy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/17/2024

  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.

  To whom it may concern,I am seeking resolution in dealing with a roofer who has failed to meet up to their contractual obligation. I contracted *************************** Roofing of ********************* in October of 2023 to put a new lifetime steel roof on my home at ***********************************************. The accepted quote was for $46,000 and included tear-off, hurricane tie nail upgrade which included removal and replacement of the third deck board to gain access to the ties, and new standing steam steel roof with an additional clause for surcharge for replacing any decking that was damaged.After 3-months and two failed inspections, the following is still outstanding. Missing notice of commencement No inspection during or after work. The final invoice included an additional fee for decking that was included with the quote for upgrading the hurricane ties as it was known material. A portion of the ridge cap was collapsed in due to a roofer stepping on it. Damper in the kitchen vent was bent preventing it from operating Missing screws in *** termination bars Multiple locations where ridge cap was cut incorrectly leaving gaps that were filled with caulk Sharp edges of ridge cap were incorrectly formed over the *** roofing causing cuts in the *********** was cut too short preventing water from shedding correctly and running directly down the wood facia. Box eve was incorrectly flashed flashing was installed incorrectly around the skylights exposing the interior of the house to the outside A puncture of the new *** roofing due to a misplaced s**** was repaired with general purpose caulk instead of being correctly patched with *** Ridge cap was cut in-place on the roof using an angle grinder sending hot sparks across the new steel melting holes in the paint finish and causing the roof panels to rust and voiding the manufacturers warranty.

  Business Response

  Date: 05/10/2024

  Our management staff met with the client 5-7

  We discussed an extensive plan to satisfy him, we begin to execute the plan on 5-13 and we will update this complaint when it's satisfied and can be closed out 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21585803
  
  I am rejecting this response because:
  

  While ******* did send out their representative and promised to correct the listed items, they sent a crew out who did not resolve the issues they had promised, but only one of them.   The more critical issues leading to the roof not passing inspection have still not been corrected.

  
  Sincerely,
  
  Cad ****

  Business Response

  Date: 06/26/2024

  Everything has been submitted to the county to pass the final permit 

  Our metal supplier issued a letter that stated the roof is under warranty.

  I can directly send you the email of the permit closeout once I have it from Pasco county 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21585803
  
  I am rejecting this response because:

  I just spoke with the building department and they have verified that ******* and Son's did not supply a notarized letter stating that the steel warranty is still valid even with pinholes in the finish from their usage of an angle grinder.   They merely supplied the generic warranty paperwork from the steel supplier.   They have also still failed to correct substantial installation issues, as well as not providing me a paid in full receipt. 
  
  Sincerely,
  
  Cad ****

  Business Response

  Date: 07/10/2024

  I attached the Copy of the County Passing the Permit and the Manufacturers Warranty. 

  Customer Answer

  Date: 07/29/2024

  ******* and Son's comment on meeting me on 5/7 is correct, but to date they have done nothing to resolve the issues.

  Since this last comment, the following activities have taken place.

  
  

  ******* sent the County a generic manufacturers warranty not an engineers signed statement concerning the damage to the roof.

  Pasco County Building Supervisor ***** ****** met with me to view the roof damage.

  Pasco County scheduled an on-site inspection with ******* & Son's Owner for Friday July 26 to resolve issues including exposed *****.   ******* & Son's failed to send a qualified representative.

  Business Response

  Date: 08/20/2024

  *****, our owner has been dealing with health issues dating back to the time in which the date was scheduled to meet and had a procedure done.  We have been backed up with the tropical storm and are challenged with scheduling as the homeowner has requested us to only be on site during his requested date and times.  Once the Pasco County inspector and homeowner settle on a date that works ***** will be available and on site to come to a solution to the issue ASAP.  But our scheduling point has been a challenge because of the homeowner's lack of availability. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21585803
  
  I am rejecting this response because:

  The response that ******* & Son gave is not at all accurate.   The Pasco County Inspector (****) has scheduled meetings with them twice now and they have blown him off each time.   The most recent, they were supposed to be on site with the inspector on Fri, Aug 16 at 9 AM.   ***** never showed up again.   Thier claim, that I am unavailable is completely false.   I have asked that any site visit be made on Wednesdays or Fridays as I work from home those days.   ******* and Son's has never reached out to me to see if an alternate day would work, they just use this as an excuse.

  
  Sincerely,
  
  Cad ****

  Business Response

  Date: 09/10/2024

  Were pleased to report that we met with you at the job site last week alongside the inspector, and it seems all concerns have now been addressed to everyones satisfaction. We appreciate your patience as we worked to resolve this matter.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 21585803
  
  I am rejecting this response because:

  ***** met with both myself and the building inspector, and he made some promises to resolve the issues in the future, but nothing has been followed up on yet.   He promised the following items.

  1. Issue a paid in full receipt (Not completed)

  2. Correct the open eave issue (Not Completed)

  3. Correct the paint burn issues (Not Completed)

  4. Replace the incorrectly installed ridgecap. (Not Completed)

  We agreed if he corrected these issues then the the problem would be resolved, but they have not started yet.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 10/22/2024

  This verbal response was taken by BBB:

  We are going to make his final repairs and I have ordered the supplies needed to complete those repairs.

  There is a backorder on supplies because of back to back hurricanes and as soon as the supplies are delivered I will complete the repairs. 

   

• Initial Complaint

  Date:11/21/2022

  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.

  My elderly parents had their roof fixed in January 2020 by Mitchell and Sons Roofing Company. Since the day they completed the project, the roof has been leaking. The roof is still leaking to date. My mom has been reaching out to the Roofing company since Mr. ******************** and his assistant **** has been ignoring my father's calls. They promised my mother they would come and fix the issue, and they are well aware of. My mother died 6/30/2022, we had a bad rain a week or 2 later, it literally rained in the hallway and around the light fixture in the bathroom (we have photos and videos as proof). I began to reach out to Mr. ******************** who would always send his assistant ****. They have admitted the roofing error is theirs, however they refuse to fix it. They keep making promises to come and re-do the project, and they have not. My parents have a 10 year warranty they refuse to honor. I have several text messages between **** and myself referencing this issue. My dad has black mold in the bathroom on the ceiling, there is a hole in the hall ceiling and the floor is damaged. **** and Mr. ******************** promised me, that after they fixed the leak issue they would send a contractor out to fix the repairs. Neither has been done. My father cannot get homeowners insurance because of the roof issue.This is a clear case of elderly abuse, please help, I dont want to have to loose my father due to health issues caused by the black mold in the ceiling..The pictures attached is what they were supposed to repair and didnt. They were paid in full

  Business Response

  Date: 11/27/2022

  The roofing project in ***** passed its permit inspection and has been thoroughly inspected inch by inch by multiple Mitchell and sons roofing techs, and not one defect is to be found. The home is older and designed so that the roof sets inside parapet walls; theres also a mansard roof that goes around multiple sides of the house. These areas are the current source of the leaking and these areas we were not contracted to work on these as we only did the primary roof, 
  
  We were very sorry to hear about the passing of Denises mother, and we at Mitchell and sons roofing try our best to take care of all our customers. Thats why we were willing to try to fix these leaks from areas of the house we didnt work on at no further cost to the customer. Unfortunately, our charity was viewed as an omission of guilt, despite our showing of evidence of leaking coming from other areas besides the roof. We have been blamed for the current leaking problems at home and need some more stucco work on the walls and work done to its mansard to fix it. We at Mitchell and sons roofing have a plan to fix this current leak, again at no cost to the customer, and we even offered to improve the interior damage of the home caused by the leaking; however, the crew sent to do that work was turned away. Mitchell and Sons Roofing also offered to pay for a construction engineer to inspect the home and its roof to verify the source of the leaking and provide recommendations for a course of action, however when we reached out to ****** to inform her of our desire to do this she responded that we were harassing her. As a company, we are uncertain how to proceed, and we know the roof we installed is working correctly, but we cannot convince the client of this.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18446414
  
  I am rejecting this response because:
  They are not being honest.  I have proof where they stated they are coming to replace the roof and they have not showed up to do anything they have not tried to fix the problem
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/30/2022

  Yes we said we would replace the roof, if the roof was defective and If we replaced the entire roof, the home would still have leaks, because its not your roof that is leaking. we would like to send an engineer out, but we were told stop harassing ******. Would ****** like you us to send the engineer out?

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18446414
  
  I am rejecting this response because:  We have proof the Roofing company keeps sending out people and they keep saying they are going to replace the roof that is STILL leaking and has NEVER STOPPED leaking.  **** sent a technician out in the middle of the hurricane to see it was still leaking.  I WANT THE **** REPLACED; OR I WANT THEM TO PAY FOR A TRUE AND REPUTABLE COMPANY TO FIX THE LEAKING ****.  I will not allow them to come out and do what they have been doing since July of 2022 which is, send someone out, say they are going to fix the roof, then never to show up and just to say we never said that.  They have been doing this since July.  I have the text messages and recorded messages (since our property is monitored and all actions are recorded).  My last demand is they refund the monies and we can pay a better and more reputable company to fix the roof they never repaired
  
  Sincerely,
  
  ***************************