ComplaintsforIron City Construction, LLC

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The commencement contract for my new roof was notarized and delivered on 07/29/2021. The job was started, had problems in some areas (poor installation/workmanship, water leaks in new solar tubes, etc.) and never finished. We have been patiently dealing with Bob M. since August, and there has been many excuses, but no results. The excuses started with several last minute pricing increases and expanded to unavailable employees (8/15/21 text), wrong materials ordered (9/16/21, 10/3/21 text), materials received at the roofing company (10/13/21),. There has been no response after leaving many messages (11/22/21 text). The unresponsive delays and not completing the job after receiving payment is unprofessional. The front side of my new roof has a section of bare wood exposed. Iron City has said they have the materials and said they would come out and complete it, but they have not done anything. They can give me a refund so that I can hire a different company to correctly complete the job.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2021/12/03) */ Contact Name and Title: ********* B. (Owner) Contact Phone: XXX-XXX-XXXX Contact Email: ****@ironcityconstruction.com Yesterday we received the email of this complaint from the BBB. I immediately called the customer and left voicemail. My office also called the customer and left voicemail. According to the customer, she has been calling and texting Robert M., an ex-employee of Iron City Construction LLC. The customer never once called the company, Iron City Construction LLC, to express her concerns. I, the owner, had no knowledge that these issues that she is describing here are still occurring. I was aware of a couple of them in the beginning and they were resolved before we collected any money. Once contact is made with the customer, we will schedule a day and time to go observe what the issues are and schedule to get them rectified as soon as possible. However, I can speak to a couple of the allegations in her complaint. First, we can discuss the solar tubes. Distribution delivered the wrong style of solar tubes and since they look almost identical to the correct ones, they were installed, and ultimately leaked. Bob M. was still employed at that time and made me aware of the issue. We replaced them with the correct ones and (to my knowledge) the customer no longer had any issues. The last-minute price increase she is stating happened was due to polyiso insulation boards and fasteners becoming less and less available and now are completely unavailable. In fact, most recently we placed an order for them and they are on a 60 month lead time. We gave the customer 6 proposals for 6 different ways of installing the roof and from the time we gave the first proposal to the last one the pricing and availability for all commercial low slope products changed numerous times. I have my rep from distribution writing a letter on their letter head explaining this. I also have the rep from the manufacturer writing a letter explaining the same thing. This bring me to my next point; the allegation of wrong materials being ordered. The correct materials were ordered from the beginning and unfortunately distribution, because of the limited availability of products, delivered us the wrong products. The guys at their warehouse assumed they would work without asking us first. When we seen the delivery, I called my rep, he apologized and sent out the correct products and returned the incorrect products that day. My rep will also write a letter attesting to that as well. Next, the customer expressed an unavailability of employees. That is a completely fabricated lie. I do not know if Bob M. made up that lie or the customer, but it is entirely untrue. The customer also expresses the roof to be incomplete and bare wood to be showing. What I believe this to be is the fascia metal on the front of the home is too short since replacing the roof. When we installed the new flat roof over the carport, we had to install a tapered system of polyiso insulation board to be compliant with Florida Building Code. In doing so, the lowest point of the roof decking, where eave drip is installed, is now higher than it was previously. Since their fascia metal was previously custom made to cover the oversized fascia wood that they have and now the new drip edge is starting at a higher point than was previously there and there was an area where fascia wood was exposed between top of fascia metal and bottom of drip edge flange. This was not across the entire front fascia board. It was only in a couple sections where the builder cut the fascia pieces shorter than others. This is an unforeseen circumstance and is not on the roof like the customer stated nor does it affect the functionality of the roof. Hence the reason the county building inspector passed *** final inspection. However, I felt the right thing to do would be to just go ahead and fix it for them without any additional cost. I had Bob go out to the job site and get pictures of the metal so we can shop around and find what is needed and fix it. Turns out the customer has some special color that we cannot match and it took several weeks to find the correct material. I eventually got word that Bob found something close and the customer gave the ok to order that. I seen that it was ordered, I paid the invoice, but I have not seen the material yet. It was during this time that Bob M. employment was ended. I do not know if Bob has picked up that material, if it still hasn't came in, or if it was installed. It was my understanding, the last I spoke to him, that the situation was resolved. We addressed every issue that she is complaining about prior to asking for a final payment. Once the customer was satisfied with the installation (since we don't take any money down) she gave us a check for the total amount of the install. The customer is stating that she was having issues with Bob back in August and September but never once called the company phone line, called my cell phone, sent a text to me, emailed the business, emailed me directly, stopped in to the office, etc.. No effort was made to make the company that she hired to replace her roof aware of these ongoing issues. Since we have been vetted by GAF for the quality of our workmanship and professionalism of our business operations, we have been awarded the status of Master Elite contractor with them. Only 2% of contractors in America have the opportunity of achieving that status. The reason I mention this is because since we are Master Elite we offer what is called a Golden Pledge warranty. This is where our workmanship is backed by GAF for 25 years and it includes improper installation. This warranty was included with this customer's install. The customer is stating that the roof is incomplete (again the roof passed ********* final inspection and we didn't collect payment until all concerns were addressed) but never once called the company or GAF to ask why her roof is incomplete. If we, for some reason, do not honor our workmanship or go out of business, she still has the ability to call GAF and they will hire another GAF Master Elite contractor to complete the repairs. I was not contacted by GAF regarding a complaint from her because she never called them either. So, let's recap the concerns: 1.) Poor installation on solar tubes. -We accept responsibility for not noticing the wrong material was delivered and when correct material was sent out, we fixed the issue. *Proof will be provided with letter from distributor. 2.) Unavailable employees. -Completely fabricated. We have a sufficient number of employees capable of performing all aspects of roofing. 3.) Wrong materials ordered. -Incorrect, wrong materials were delivered and correct materials were ordered. *Proof will be provided with letter from distributor. 4.) Last minute price increases. -Letters from distribution and manufacturer will prove that this has nothing to do with us and is a nationwide issue. 5.) Material received at roofing company. -I am not aware of any materials being received and will research this with the company they were ordered from on Monday. 6.) Text messages sent with no response. -Customer sent messages to an employee that is no longer working for the company. Never once tried to reach the actual company to address her concerns. We can pull phone and email records to prove it if needed. 7.) Bare wood exposed on roof. -Misconception of what a roof is. The roof is on top of the house and the wood she is referring to is on the fascia board (side of house). The fascia metal is actually part of the soffit and siding category. The customer explained it this way in an effort to make Iron City Construction look bad. The wood is showing because the builder cut the fascia metal too short in a couple of areas and we increased the height of roof by installing a tapered system to meet code. Even though this should have been an added cost to fix because it was an unforeseen, I still expressed to the customer that we would fix it for free because that is what a good contractor is supposed to do. I was unaware that this was still an issue and it will be addressed once I find out the story behind the material order. 8.) Roof was never finished. -Completely fabricated lie. Pasco county building inspector went to the property, inspected the roof, and passed *** final inspection proving the roof to be up to code. Our plan of action: Once contact is made with the customer an appointment will be set to make a site visit. All concerns will be taken note of. A resolution of those concerns will be discussed. Any repairs that need done will be scheduled as soon as possible pending material availability. Proof of all the lies and misconceptions will be provided as soon as I have all the evidence in my hand. Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were unaware that Bob M. was no longer an employee. He was the primary contact person we dealt with. The owner is very busy and thus difficult to get in touch with. After a few days of calling we were able to speak and discussed the unresolved issue. He said he will take care of the problem. Unfortunately we did not notice the problem until after we paid over $36k to Bob M.. We have been patiently waiting since Aug 29, 2021. Oct 13 was our last contact with Bob when he said "Hey sorry this is taking so long. The material came in today. Just have to get it bent now. So we're making progress" As upset as the owner is, how are we the customer supposed to know the person we had been dealing with is no longer there? Ultimately the employer is responsible for the actions or inactions of employees. We are hoping this will be resolved asap now that the owner is aware the problem was not taken care of. Consumer Response /* (4200, 11, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The holidays has put a pause on all activities. Hopefully we will have the problem taken care of in January 2022. Consumer Response /* (4200, 15, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still no resolution yet. Hopefully soon. Consumer Response /* (3000, 19, 2022/02/24) */ This response was provided verbally to BBB: The issues are not resolved. The company came out a couple of weeks ago, however we haven't heard anything from them since. Business Response /* (4000, 22, 2022/03/11) */ This response was taken verbally by BBB: I met with the husband and a majority of work was completed. We are waiting on supply shipments to finish the remainder. It will probably be a few more weeks until the supplies come in. Consumer Response /* (4200, 29, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting for John to schedule a time to finish up. Business Response /* (4000, 33, 2022/04/14) */ We have received the new roll of coil in from distribution and now are currently getting it bent in the shop. We will be reaching out shortly to schedule the install of that coil.

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