ComplaintsforGold Stars Roof

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Gold Star Roof was very responsive when they came out to check my roof of 19 years old. The sales person called me and offered me solutions to my roof repair. My husband and I scheduled a day for God Star to come an give us a brand new roof. The roof had a few missing shingles and just had normal wear and tear of aging. The roof was replaced and six months later we experienced a leak in the front of the house where the roof slopes. I must say that we have never had any leaks prior to God Star replacing the roof. Gold Star came out after a week. The contractor that came out indicated that there were shingles that were missing by the chimney and sealant that was not put on properly. He patched up the work and said that he would take his findings back to the company and someone would get back to us. It has been six months that have passed by and no one is returning our calls, text, or emails. We have water stains from the leak and developed a new leak. We have spoken to the CEO ********************* on three occasions to schedule another visit to our home to access the situation and we have not received a call or an email. This is unprofessional and bad customer service. The sales person who we were working with is no longer with the company and neither is the receptionist.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I experienced a roof leak after having a roof replacement which caused substantial interior damage to my home. Gold Stars took responsibility after realizing their contractor failed to secure the vent boot on my roof, and immediately fixed the roof. They sent 6-7 contractors and adjustors to my home for estimates. They initiated repairs for the interior (mostly just demolition), but when their contractor refused to return due to not being paid, the owners stopped responding to my calls/texts. I have multiple records where they stated they would fully repair the interior. However, after dealing with them for over a year now on this, they have told me this week that they will not be completing the repair. I'm left with a bathroom I can not use which is half-demolished along with damage to other areas. They sent some of the materials to my home to finish the repair but have failed to order the remaining materials nor secure a new contractor. The estimates I have received to complete repairs are around $15,000. I want my house back and I shouldn't have to pay for their error. I've been more than patient being unable to use my master bathroom for over a year now, and I have not asked them for compensation for my displacement. I just want it repaired as agreed.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Representative '******' came to door stating I had storm damage and his company Gold Stars Roofing could repair my roof for a reasonable amount. ****** and I contacted my insurance company and adjuster came out a week later I was given a $5000 check, '******' came to pick up the check. I was in contact with '******' until he got the check. I have repeatedly called Gold Stars Roofing customer service. I'm the beginning I was informed someone would get back with me. They didn't. A couple times I spoke with a representative they stated the person handling my case wasn't in. Several phone calls went to me being on hold then asked to leave a message. I sent two emails with no response. I gave a bad review on their site no response. This all started September 2023. I just want my money back so I can get my roof repaired by a different company. I do not trust them to do the job as well as not do the job without causing more damage because of me complaining

  Business response

  03/27/2024

  Gold Stars Roof received a very different messages from this client, in that she wanted to cancel but failed to provided written notice as required by contract - and then she wanted to proceed with Gold Stars Roof to complete the job as agreed.  Our office is working with client to have the roof job scheduled, at a time with weather permits, materials are in stock and client is available.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date of transaction was 8/16/2023 Amount paid was $1,812.22. They were supposed to fix my roof but instead they cashed the check and will not return the money. I have contacted them so many times and all I get is them telling me that they will return the money but they haven't. I have emailed them, called them and they keep lieing to me.

  Business response

  03/27/2024

  The client's insurance provider did not approve a full roof replacement, and only approved a partial repair.  We have asked the client to contract the adjuster to be treated fairly, but the client stated she did not want to repair the roof.  We are awaiting written cancellation per fully executed and perfected contract agreement terms in order to proceed.

  Customer response

  03/27/2024

   
  Complaint: 21333328
  
  I am rejecting this response because: The response that they gave you is false. Yes my insurance company did issue a check for the roof, but I was informed that it was a partial payment and they were trying to get a full payment for the repair. I kept calling the company and they said that they had the check and was working on getting the full amount. I called and spoke to a manager and he told me that sometimes it takes a whole year to get a new roof. I informed him that i was not going to wait a year for a roof. I cancelled the contract that day on 12/15/2023. I found out that the check had been cashed on 9/13/2023. No roof and they won't return the money. I have my insurance company also trying to get the money back to no avail. This company thinks that they can lie their way out of paying the money back. Please help with this issue. Senior citizens are tired of being Scammed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The replace my roof almost 3 years ago. The said i have a five year warranty. I called them over a month ago and advised them that my roof is leaking in the attic. They said they would send someone out to take a look, it's been over a month and no one has showed up. I have left message and no one has contacted me.

  Business response

  03/27/2024

  Gold Stars Roof is committed to providing excellent service to all clients.  While we can no provide services in adverse weather conditions, our office will coordinate with the client and contractor to advise of any required work, and address the concerns.

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gold Stars *** is a bogus company that just wants your money! They promise you a referral credit but once the job is complete they stop answering your calls. I called numerous times about a $750 credit that was promised and owed me. They received 3 referrals in my neighborhood because I got ******* complete and the sign in my front yard indicated that your insurance will pay for your roof. While this may be true, it is solely based on what your insurance company will cover. They will not give you a quote until they know what your insurance will cover. Back to the referral credit. I spoke to several people in the company about the credit and everyone kept giving me the run around. The owner of the company wont return any of my calls. They are a fraud company that does not keep their word and has no real values or morals. This ship will slowly sink because of how they do business and I hope they feel it hard when it sinks!

  Business response

  11/20/2023

  The majority of our business comes from referrals so it is a concern that a client would not recieve referral fee(s). It is integal to us. We will investigate the details immediately.

  We have made recent changes to our customer service department personel and specificly our referral encentive program procedure. There may be a disconnect due to this.

  Our GM will immediately contact the client and resolve this issue as best can be.

  Our apologies for any delays or inconvenience. We certainly appreciate when our clients like our services well enough to refer us to others they know. We are happy to compensate our clients for their referrals.

  With regards.

  Customer response

  11/25/2023

   
  Complaint: 20796497
  
  I am rejecting this response because: No one has reached out to me to satisfy this issue. I still have not received a check for $750 or a call from this Company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to have my roof inspected September 2022. My insurance company released their findings to allow a partial repair claim. It took over 4 months to get an update from Gold Star and a representative to return for a re-inspection since there had been a couple of other storms after September 2022. Now 7 months later, and I'm still waiting. It seems since a full replacement wasn't given, my roof isn't worth their time. I would not have filed an insurance claim or agreed to do business with Gold Star if I knew this would be such a hassle. The lack of communication on their part is a severe issue that needs to be addressed.

  Business response

  04/28/2023

  We would like to assure you that we take customer complaints very seriously, and we have investigated your case thoroughly. Our team has confirmed that your insurance company did not approve a full roof replacement and authorized only a partial repair. As a result, we have to follow their guidelines, but we continue to work with your insurance adjuster to obtain their approval for a full replacement. While we wish this was a quick process, insurance claims take time. We remain committed to this process to the benefit of both Gold Stars and the client. 
   
  We value your business and appreciate your feedback. Please do not hesitate to reach out to us if you have any further concerns or questions. We will do our best to resolve any issues promptly. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally, Gold Star was referred when my house was hit by a tornado in January 2023. They represented to be fair, good men of Valor. I even wrote 2 reviews that they offered $250.00 a piece for plus , allowed them to market a sign in my yard. They promised $250 for that as well. 3 months later, the owner ****** has been dodging my calls. The work on my house was slowed down and halted as a non priority after GOLD STAR ROOFING found out they didn't hit the jackpot with the insurance company. So they provided laborer workers, whom they paid the least and my home is the result of their efforts. We have a lot of work half a** done, promises for days but no corrective plan in place. I reached out to ****** before I wrote this post in a last ditch effort for resolution. He wouldn't answer the phone. The company gave us a loan to help pay the deductible, they took the entire amount of $7000 and something, and refused to reimburse for the $500 for what they charged by accident, ****** for signs and advertisements. Totalling $1250.00 that I'm owed.My gutters aren't complete, my ground looks like our grandson fixed it. I wouldn't recommend this company for anything! I want the money promised back! I have documents and text messages confirming it. I want my repairs fixed right and I want to be treated with the same respect as the customers that get their insurance to pay more so they can milk them and add things they don't even need. I trusted this company. And that has proven to be a huge mistake. I want it rectified immediately, or I will seek legal action for my wrist I fractured due to his staff leaving construction material out and on my stairs causing me to fall and hurt myself. They never even called to see how I was! DON'T USE THIS COMPANY. DONT MAKE THE SAME MISTAKES WE DID!

  Business response

  03/23/2023

  To whom it may concern,
  Gold Stars Roof is in receipt of the electronic version of the complaint styled with the ** as set forth above. We take allegations of this matter very seriously, and after a complete look at the facts can respond as follows:

  
  1. The client provided an insurance policy with an unusually high deductible, which the client could not cover. Therefore, the client requested that Gold Stars provide financial assistance for the job, which we did. The insurance company only agreed to some partial repair work and as such will NOT provide the necessary funds to complete the job(s) necessary to bring the property back to the client's request.
  
  2. In a good faith effort, Gold Stars paid a subcontractor's invoice for work the client ordered before Gold Stars was ever paid a single cent. Gold Stars started this project in debt but was hoping to limit the client's out-of-pocket expenses while working to get the insurance company to provide the necessary insurance proceeds or for the client to obtain funding in some other fashion. Gold Stars also funded emergency. 
  repairs.
  
  3. Although we have gone above and beyond to assist the client in making the repairs and we were able to help the client secure some financing, the client expects other work to be performed but lacks the funding to make the necessary payment(s).
  
  4. In regards to gutters; per insurance estimate / scope of work (SOW) only 51 LF of gutters were approved to be replaced, but the client expects all gutters to be replaced. In another item, insurance agreed to repair/replace a fence gate, but the client wants the entire fence rebuilt. We lost money in dealing with this client, and In these cases, we would continue to be harmed in this deal. 
  
  5. While insurance has paid out nothing, and the client secured some funding our estimate for this job slightly exceeds $12,500 and we ask for the client to provide realistic methods of paying Gold Stars Roof for its work. 
  
  In most cases, these issues are resolved by the insurance company agreeing to reimburse the contractor. We remain committed to this process to the benefit of both Gold Stars and the client.
  
  We trust this response will be sufficient to know that Gold Stars Roof has done its best to ensure the client's needs are met, but it is the client that should pay for the work and not the contractor.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Received a free roof inspection from this company. I was informed that the documents I was signing was not a contract but permission to contact my insurance company. This occurred on Dec. 20, 2022. I was unaware that I had 3 days to contact the roofing company if I changed my mind. I called on Dec. 29, to indicate that I did not want to use this company. No materials were ordered, the contractor did not meet with my insurance inspector, no money was paid at all. I received a letter in the mail on Jan. 4, 2023 indicating that I owe $2000 to Gold Stars Roofing to cancel the contract. The company is threatening to put a lien on my home.This company used the same tactic with someone else who experienced the same issue. Ive included that persons complaint also.

  Business response

  01/10/2023

  Per the terms of her signed contract, she agreed that should she not proceed with Gold Stars Roof that she is obligated to pay Gold Stars Roof 20% of the total contract price as set forth in the agreement. This fee is due to Gold Stars Roof for the services that weve already rendered. This is clearly stated on her contract, and it also states the cancellation period and the amount of time she has to cancel her contract before she is obligated to pay. Everything is stated in the contract that she signed; we do not obligate any of our customers to sign any contracts without reading it first. Were offering to honor our agreement as resolution. This will result in her having her roof replaced per the terms of her policy. Our five-star reviews speak for themselves, and we are happy to proceed on getting her roof replaced. 

  Customer response

  01/11/2023

   
  Complaint: 18686208
  
  I am rejecting this response because:
  I was not verbally informed of the 3day time period. This company did not provide any service other than the free roof inspection.
  Sincerely,
  
  **********************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around September 28th, 2021, two men representing Gold Stars Roof canvassed the ***** Oaks neighborhood soliciting business from homeowners stating that there was visible roof damage to the homes in the area. On the 28th, I was approached at my residence by *********************** along with a partner, stating that the roof of my home had wind damage - and that I would be eligible for a full roof replacement by my insurance at no cost. The two men accessed my property and proceeded to vandalize my roof in efforts to obtain a contract for insurance claim and payment. Once I realized there was damage indicated by many shingles in and around my yard, I immediately notified the company and representative - and canceled the Agreement within the terms outlined on the back of the signed contract.My home Insurance Adjuster came to my property around April 26th to assess the damages. He sent an engineer the same day to look at the roof of my home and it was determined that damage to my roof was not because of wind damage, but it had in fact been vandalized - as there were over 120 shingles damaged and/or missing, which was excessively higher than any neighboring properties of my size. The Adjuster advised me to find a different company to make my repairs and to file a police report for vandalism to submit for claim. I have contacted Gold Stars Roof several times to obtain information regarding contact information for their representatives who came to my home and also for the company's bond and insurance information, however they have been uncooperative not providing the information requested, denied all wrong doings, and even tried to renegotiate a contract for me to pay them to make the repairs that they caused!

  Business response

  09/12/2022

  Gold Stars desires to be a help to homeowners whether they are our clients or not. In this case we explained to the homeowner that the two reps that came to her home were independant agents. During our inquiry they denied her accusation that they caused the damage. We asked her and the insurance company for any proof or corroboration, they declined. The two agents provide us with photos of their inspection which we sent to an external public adjuster. We offered to laison with her insurance company but were informed that we werent authorized.

  Note: ************* carrier denies her claim that they assigned any responsibility for the damage to Gold Stars. 

  As a case history, we have assisted other homeowners in similar situations not associated with Gold Stars. We offered to assist her in acheiving a resolution that could result in her having her roof replaced per the terms of her policy.

  We offered and remain ready to provide the names and contact info of the two independant agents although they are no longer affiliated with us. Let us know how we can further assist.

  TB

*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. ↩