ComplaintsforMark Kaufman Roofing

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mark Kaufman Roofing replaced my Roof and failed to remove a screen for our dryer vent. The failure to remove this screen caused our dryer to not properly function and caused the internal fuse and thermostat to go out. We discovered the cause for the issues after we called ****************** tech who found the fully blocked screen, once the screen was removed and repair made our dryer is now working properly. I called and discussed this issue with Mark Kaufman Roofing Manager **** who assured me that they would take care of the repair and all I needed to do is send them the invoice. After I sent the invoice **** and Mark Kaufman Roofing have become non responsive.

  

  Business response

  01/08/2024

  We received **************** invoice and mailed a check for his dryer repair on 12/19. We are calling ************ this morning to make sure he did receive the check. This BBB complaint was missed on my end and was not our intention to ignore ************. This issue should be resolved but if we talk to ************ this morning and find that he has not received payment, we will make sure to rectify ************ and pay for the repairs.

  Customer response

  01/08/2024

   
  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

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Mark ********************** to replace my tile roof. There are structural and cosmetic things that need to be fixed. This is an insurance claim and I have been advised not to pay them the remaining balance until the job is completed to standards both structurally and cosmetically. My desk adjuster said they have to fix this. I spoke to the lead of the last phase on Monday and he said they were going to order supplies and fix all the tiles that arent flush with the roof, ridge caps/tiles, remove the bulky sloppy concrete around the ridges and place new concrete thin and evenly around the ridge caps, reset the tiles on the right side on gutter line so they are evenly place with a straight line, and replace chipped tiles on the gutter edges all the way around. Then yesterday I had some inspectors out who were concerned with the drip edges and the way they were supposed to be placed per ******* code. He said they were suppose to remove the gutters completely to do it correctly for longevity. They didn't remove any of my gutters. I contacted them and asked them to correspond via email or text about this. I received an email and pictures of the drip edge installed. That email basically said they werent going to do the things the lead and I spoke about and that they were only going to do a few cosmetic things. Its my understanding the roof didnt pass final inspection and they havent been back to fix these issues. In the email from ***** yesterday, she states it has past by the ****************** with no fixes. Im not going to be bullied by ***** and I want them to complete this job asap and fix all the things that me and the lead discussed on Monday. They will be paid for the roof in full when this is all completed. I will not be having Mark ********************** install gutters after all of this. My insurance desk adjuster is not paying Mark ********************** for gutter replacement. We are going with a company with integrity for that. Im waiting for a call back from ******************.

  

  Business response

  12/08/2023

  ******* had filed an insurance claim for damage to her roof. She asked us in the beginning to write a line item estimate and send it to her insurance company for more money than what we actually charged her insurance company. We told her we would not do that and it was against the law. She was upset from the beginning with that and then upset with why her neighbor (Who's roof we replaced) had gotten new gutters but she wasn't getting them. We told her they paid for them and she can also pay for them if she would like. During the roof replacement, we had inspections per city ordinance and passed all inspections without any issues. The drip edge was not a question of whether or not it was installed properly because they passed the inspection. The gutter fasteners were removed prior to installing the drip edge and reinstalled as proper installation practices. We did agree that we would be happy to address any specific concerns with some tiles and ridge caps that were not seated perfectly. However yesterday our VP of Operations met with ****************** and she would not let our crew repair the specific areas that we told her we could try and make better for her. She stated she only wants all of her ridge caps and mortar replaced. Doing so would only damage the integrity of her roof and we explained this to her. The tile roof is installed to Florida Building Code requirements and the Tile Roofing Institute's install methods which govern tile roofing in the Florida Building Code. Her roof does have imperfections in the structure (trusses and decking) that are not related the the tile roof install. A Certified Roofing Contractor is not able to perform structural repairs per ******* Law. High and low trusses cause the flat tiles to show these imperfections and are not at all related to the tile roof install. At this point, she will not allow any specific repairs to take place so we have our construction law attorney now moving forward for resolution as we performed the roof replacement above all manufacturer, and Florida Building Code standards since she is holding over $20,000 that she owes contractually and not allowing us to attempt repairs.

  Customer response

  12/08/2023

   
  Complaint: 20965694
  
  I am rejecting this response because: Mark ********************** is not being honest about the insurance fraud or their willingness to fix this. They basically came over and said they were here to fix a couple ridge caps (only after I filed a complaint with BBB). Im still trying to figure out how the ******************  passed the inspection. I was told partial pass and they never came back to fix anything. **** Thermal with the ****************** is looking into all this as well. I refused to meet with ***** in person again, because I was advised to get everything in writing moving forward and not to pay the remaining balance until **** ********************** fixes everything. I sent them a email yesterday stating that and asked them to tell me what they are going to do to make this right. They basically told me they didnt think we could come to a resolution and moving forward it would be through their attorney. They try to bully people to back down. This company lacks integrity and cares nothing about the outcome of their work.

  Please dont believe their lies. 

  I tried to attach pictures and screenshots of conversations but this system wont accept them. 
  
  Sincerely,
  
  *****************************

  

  Business response

  12/11/2023

  We had a meeting in place with a specific date and time for our operations manager to meet ****************** prior to her sending in the BBB complaint. Her roof was installed to meet Florida Tile Roofing Institute's installation requirements and the issues cosmetic issues she is expecting us to fix are due to imperfections in her Structure itself. We have made several requests to allow us to further work on specific areas that could be more physically appealing to ****************** but she refused to allow our workers perform this work when she met with our Operations Manager and Vice President of Operations. Without ****************** allowing us to perform further work without replacing her entire roof, it is not possible to satisfy any of her requirements. Due to our contractural agreement between MK Roofing and ****************** and her uncooperative stance, we have no choice but to bring our legal team into this situation. We have had many conflicts and disputes over the many years that have been dealt with and handled in an agreeable way by both parties however ****************** has made it clear several times by phone and email that she is unwilling to accept anything less than a 2nd roof replacement. Her cosmetic imperfections are due to structural imperfections however we have agreed prior to do what we can to make it more appealing. This proposition was denied by ******************.

  Customer response

  12/12/2023

   
  Complaint: 20965694
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  12/15/2023

   
  Complaint: 20965694
  
  I am rejecting this response because:  Mark Kaufman Roofing is not being honest and never fixed anything. My roof didnt pass final inspection. It passed partial inspection and there was as a glitch in the system and the permit was closed by mistake. They never came back and fixed the things the ****************** asked them to fix. ***** told me if he removed the ridge caps, mortar, and replaced the loose tiles, it wouldnt match and the warranty would be void. I told him I wouldnt be happy with that and I expected him to do whatever he had to do if it means replacing the entire roof. This is in emails. After the permit was accidentally closed they were not willing to fix anything. They actually sent me an email saying we couldnt resolve this and I would be hearing from their attorney. 
  
  The good news is the ****************** has reopened up the permit and Mark ********************** is going to be forced to fix everything or it wont pass final inspection. 
  
  ***** totally stopped communicating with me until he received the email from the ****************** that the permit has been reopened. This company cares nothing about consumers or their workmanship. Mark Kaufman Roofing was bully me to walk away. 
  
  I did pay for consultation with an attorney and he advised me to start with a professional inspection of my roofs condition. I had the inspection yesterday and found out there is a cracked tile, many loose tiles, ridge tiles that werent seated correctly, drip edge not installed correctly on right side of the roof causing uneven tiles, and very sloppy large amounts of uneven mortar throughout the ridges. 
  
  I will be receiving the full report with pictures tomorrow. I will be sending the report to ****************** for review and the ****************** will be enforcing Mark Kaufman Roofing to fix everything or it wont pass final inspection. 
  
  I have spent money for the professional inspection and attorney consultation and I will be asking Mark ********************** to pay me for these extra expenses. 
  
  This is an awful situation that Mark Kaufman roofing has caused me. I will be asking them to provide me a written explanation of everything they are going to fix step by step. I will then have it verified by a professional roofer before they start the work. I will have the inspector come back out to confirm everything was completed prior to paying Mark Kaufman Roofing the remaining balance. 
  
  
  Sincerely,
  
  *****************************

  

  Business response

  12/22/2023

  The roof did pass final inspection. I have attached a copy of the permit inspections approved. it was reopened due to ********************* complaints. They reinspected and again approved the project yesterday. I met with ***************** on 12/19 and agreed to repair specific areas that were of concern. I also offered giving her a credit back since she was not satisified with the job's asthetics. As of this morning, We also offered to replace her ridge caps and mortar but have not heard back from her. I would prefer to credit her the money since the relationship at this point is not positive and don't feel that having our company perform more work is going to be a positive outcome, however if she prefers that, I will do so in an attempt to satisfy and move forward. The inspector she hired was a home inspector and not a licensed roofing contracor or engineer to perform any form of consulting. We are awaiting her response on how she would like to proceed to clear the complaint.

  Customer response

  12/29/2023

   
  Complaint: 20965694
  
  I am rejecting this response because MKR is not being honest about the inspection. It didnt pass because they had things to fix. They fixed everything but the ridges which still have dumps of mortar and uneven ridge caps. They offered me $8k off price to hire another contractor to fix their work because they dont want to fix it. I told them I will accept the 8k only I if I can get it repaired for that amount. The tile manufacturer has offered to give me the materials to help me. They know honest ******************** who will repair MKR bad work and have referred me to them. Their bids are around 10k without material. I told MKR I will pay them balance due after deducting the amount for repairs and damages to my property. *** has refused to fix this and pushed me to get repairs from another roofer. Yesterday they changed their position and now they are offering to fix the ridges/caps. I cant trust them to do a professional job and I dont feel comfortable with them working on my roof. Im moving forward with a new roofer referred by the tile company. I will pay MKR the remaining balance. Please see the roof inspection and the email from the ****************** that opened the permit back up, until they fixed things on my roof.

  The permit did finally pass final inspection but that has nothing to do with the aesthetic aspect of my ridges and mortar. Please see inspection report to see the awful job. MKR forgot a important step of removing excess mortar and smoothing with a sponge to give it a good final texture even look. Once it dried it cant be fixed.

  I hope MKR understands my position and accepts the remaining balance after the repairs, cost of inspection, and property damages are replaced. 

  Best,
  
  *****************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  April 18, 2023 Mark Kaufman Roofing provided a detailed written quote ($14,502.41) for a small 22 squares roof replacement, we accepted May 30, 2023 & submitted a 10% down payment 5/30/23 of $1,450 per/ contract & paid $10,879.76 6/20/23 upon job commencement, balance of $2,170.65 remaining. No insurance AOB (assignment of benefits) or insurance estimate was granted/supplied to Mark Kaufman Roofing but this did NOT deter them from trying to collect more from our insurance who absolutely refused to deal with them.They performed two unauthorized work "repairs":1. Unauthorized & unwanted "repair" to the lanai roof that is causing flooding in lanai when it rains. The "repair" needs to be removed & the flooding damage mitigated. When we asked (MK supervisor) why this unauthorized repair was made his response was there would be NO CHARGE. Yet they are trying to charge. NO, do not agree to erroneous/unauthorized charge.2. Unauthorized shed roof replacement. They tried to submit this to our insurance as a supplemental AFTER the work was done. The insurance refuses to pay. We AGREE to pay this amount of $2,096.82 albeit unauthorized as we want to get this bill finalized & paid. Mark Kaufman Roofing seems to believe they are *********** some other money from the insurance company when they have absolutely nothing to do with OUR insurance claim. We agreed to pay them $14,502.41 for the roof replacement - they performed nothing beyond the scope of that project except unauthorized work, we owe the balance of $2,170.65 for this work.Mark Kaufman Roofing (*************************, Sales Manager) has threatened to place a lien on our home! This is extremely disturbing.Bottom line: We agree to pay the balance due of $2,170.65 for the authorized work (roof replacement) AND agree to pay the full amount of the unauthorized shed roof replacement of $2,096.82 TOTAL = $4,267.47 with a finalized bill (bringing total paid $16,597.23)

  

  Business response

  10/27/2023

  The customer signed a work authorization agreement with us along with an initial estimated cost. The work authorization agreement stated that we would supplement any unforseen work back to their insurance company and would only collect the deductible from the homeowner and the rest would be the approved proceeds for the roofing work we are to complete. The customer stated in emails to us that she wanted us to perform the shed roof replacement and the gutter work on her home but wanted to wait on the gutters until we find out if her insurance company approved the supplement for them. Once we got an approved amount from her insurance company, she signed a new proposal with all of the work she wanted us to complete and the dollar amount that was approved so she knew exactly what work we were completing along with the dollar amount. Once the work was completed on the house and shed, she then became very difficult to communicate with. As of 10/26/23, I spoke to her on the phone and agreed to collect a remaining balance of $4,267.47 in order to put the issue to rest and move on. We are no longer completing the aluminum order per her request. The complaint has been resolved as of 10/26/23

  Customer response

  10/30/2023

   
  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 us and we now can move on.

  *********************/President did the right thing, we paid our finalized bill of $4,267.47 on October 30, 2023.

   

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

   *************************

   

   

   

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initiated work on the house and then did not finish it, caused further damsges and has not addressed them or repaired them in a timely manner..Thus far my tineline looks like this:12/19 - Permits pulled 12/19 - Confirmed start, no show 12/21 - Confirmed start, no show 12/27 - Confirmed start, no show 01/30 - Confirmed start, no show 02/06 - Confirmed start, no show 02/07 - Confirmed start, no show 02/13 - Confirmed start, no show 02/14 - Confirmed start - roof replaced 04/03 - SOFFIT confirmed start, no show 04/11 - SOFFIT confirmed start, told 1 day job. They stated they were told to violate the contract and only replace the missing soffit, not replace all the soffit. 04/18 - They finished their "1 day job" and a number of issues came up, including stolen property, missing/damaged pieces of fascia (the only thing that didnt need to be touched), the amount of stucco damage from ripping the gutters down, trampled landscape, etc 05/15 - sent more people out but couldnt do the gutters because it was "custom". Did not fix the missing soffit in front, and put a larger mismatched secrion where the previous mismatched section was from fhem damaging my fascia.05/22 - Confirned stucco repair (despite not fixing other issues), no show.They took my deposit and then waited more than the statutory 90 days to begin work, stole and damaged property, and did not complete the work and dont pursue repairs unless I call and ask them. I have had to call them 17 times in 6 months to address issues and STILL the job isnt done. When I call and leave a message because they dont answer during work hours most of the time (agreed theyre probably on a line), I get a BS VM that just says "call us back" knstead of anything that would terminate the loop.

  

  Business response

  06/22/2023

  ************, I greatly appologize for the unsatisfactory experience with our company. We expect and strive for every one of our customers to be shown excellent service. I appreciate you taking the time this week to speak with our Vice President of Operations and work on a plan to resolve the issues at hand earlier this week. 

       When our crew was out and took your tarp off of your generator, I can assure you there was no intention of theft. We use tarps when performing work at our client's homes, so during the clean up your tarp was most likely packaged along with our belongings. When this was brought to our attention, we did discount your bill to account for the cost of the tarp that was misplaced. 

       Since the hurricane, metal manufacturing has been overwhelmed and caused extended wait times that are not always know to us until we have already scheduled your project. I do apologize for the extended wait time beyond both yours and our expectations. 

       When we removed your existing fascia metal, some of the metal was caulked to the exterior of your home and pulled some of the stucco away from the house. Upon your conversation with our VP of Operations, The repairs to the stucco were set and being performed today (6/22/23).

       When we were at your home to replace your gutters, it was brought to our attention that you want us to custom cut and miter the corners of your gutters. We use prefabricated corners so at that time, we discontinued the order and you had mutually hired another contractor that met your install preference. 

       I again would like to apologize for the lengthy time it has taken to complete the project we had contracted to do. At this time I do believe we have tied the loose ends, and worked on an agreed outcome that is in the process of being completed this week. Please reach out to us if there is anything remaining to be addressed further than what was spoken for between yourself and our VP of Operations. 

  Customer response

  06/25/2023

   
  Complaint: 20184679
  
  I am rejecting this response because:

   

  The work is still not done.  Someone above a ******* STILL never came out to the property despite being 10 minutes from your place of business, instead the onus has repeatedly been on me to provide information and pictures.  

   

  The stucco was set to be completed 4/22.  They were out on 6/22 and did not perform the repairs - only addressing half the issues.

   

  My tarp was securely bungee-corded to mu generator BOTH times it was removed.  I have security vameras around my property and it was very much an intentional theft.  
  

  I never asked to have any kind of mitred corners on the gutters, so I have no idea what you are talking about.  I DID have a second company come out - last week - and put gutters around the house (not just the front) because that was an original request when I asked for an estimate from your company. That wasnt included so I figured when you guys got done, I would hire someone else to do what I requested. I had no idea it would take you 3 months do a roof. There was no "other estimate" until about 2 weeks ago. So dont pretend you know what was discussed, as you couldnt be bothered to come and speak in person.

   

  Anyway, the fascia was removed when it didnt need to be and beat up, just like my stucco, my **** Maverick your guys used as a work bench, the 3 tires damaged at a cost of $1100 because your guys didnt clean up (I still have strips of metal piled up here and a bucket of junk I picked up). It was damaged after the workers stated their boss told them to just replace missing pieces, despite the contract saying all of it.  You tried to rip me off - theft - again. 

  The fact I was promised the guys would be out here Monday and I had to text at 4:50pm to ask if they were still coming.  Your employee told me he wasnt told anything about it until he was called at 5pm.  They showed up and siliconed the hole in the soffit and did some of the other work. They did what they coild given the sheer volume of missteps this whole time.

  I accept your apology but I would prefer this work be done.  It would have been nice to have had an employee in a position of giving a **** actually drive the 10 minutes to my house to talk about it, but they couldnt be bothered to leave their office, or even remember to keep their promises without being prodded.

  I will wait for the stucco to be repaired (a 3rd appointment just for stucco repairs - they dont even try to color match) before closing rhis. 

  
  Sincerely,
  
  *******************

  

  Business response

  06/29/2023

  When we spoke on the phone we were in agreement that it was most convenient for you to send us the pictures of the items that you needed to have addressed so we as a company could make sure we addressing your concerns instead of coming out and fixing what we thought you would like fixed. We have no problem having a manager come out to the job to look over the project. When you spoke to ***** that was never brought up in the conversation that you wanted a manager out at the job. However we would happily schedule a time to address your concerns in person if you would prefer that route. 
  
  ******** was out on Monday, roofing in ******* does require long hours and we do work past five o'clock. ******** was out at the house monday evening to address your concerns. The Vice President of Operations specifically went over the project details on Monday morning with the crew so they knew what was expected prior to their arrival. It just happened to be that on Monday the crew had a longer day that extended beyond 5pm. However they did arrive as expected. 
  
  We have already addressed the concern with the tarp and credited your account for the tarp.
  
  We apologize about any debris left over and can have guys come back out and clean up when we spoke last that was not brought up as a concern.
  
  Unfortunately with the stucco repair- we are at the mercy of having a stucco contractor's schedule to a degree. We did send all the pictures that you emailed to ***** directly to the stucco company that Friday before. The stucco company has been notified and have a scheduled date of **** to come out and address the missed spots stated in your text message. Stucco does not get color matched, It gets painted when finished. We can send someone out when the stucco repairs are complete to touch up paint the wall, however in your previous email you stated that you were waiting for the stucco repairs to be completed so that you could paint your home.  If you have changed your mind, please let us know and we would be more than happy to paint the patches. 

   

  Yourself and the Vice President of Operations have been in very close contact through text messages throughout the duration of the project and working to address the punch out work necessary. I think that it would be beneficial to have the Vice President of Operations and yourself meet to address any further concerns after today's scheduled stucco repairs are finalized as it appears that there has been miscommunication through text messages and emails. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted to have roof replaced with included new gutters.Originally scheduled Oct 5..no one showed and no phone call..called many times to try and reschedule no answer..could not leave message and no alternate phone number provided. Finally rescheduled for Oct 28..no one showed..tried to contact Mark ************************** answer.Also, the roofers damaged our stucco..same exact scenario.

  

  Business response

  11/07/2022

  We are sorry we had some communication issues with your gutter replacement. We did start roof on day it was scheduled 9/16/2022. However gutters got canceled do to hurricane. After hurricane our phone lines and internet went down for almost 10 days. We have however since then installed gutters and hired and completed stucco repair on house. Stucco needed to be removed originally to install shingles properly so that the roof wouldn't leak. We are doing our best with answering phones and returning calls since the storm. We are having more calls than could ever be answered in a day.  

  Customer response

  11/08/2022

   
  Complaint: 18323381
  
  I am rejecting this response because: never told stucco needed to be removed.  We saw it several days later and had to call 3 times for it to get repaired.  Stucco person showed up unannounced just as we were getting ready to go out.  Stucco was repaired but no one still has come to paint it.
  
  Sincerely,
  
  ***********************

*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. ↩