ComplaintsforWhitaker Roofing Company, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  WRC has received roughly $13,000 on my roof from insurance. We owe our deductible.When my roof claim was solid, I told ************** wouldnt have money for my deductible until Spring, & was willing to wait & have the work done then. He said we could do a payment plan, & scheduled the work for Oct 23.The people who did the work damaged my front porch, & blew a fuse in our home with the generator. I didnt mention it as I felt the roof was beautiful & was appreciative of the work.****** came by in Nov to start the payment plan, & sprung the news we had to run my credit. Had I been told before, I wouldve refused. My credit aint great, and thats the honest truth! I was denied. My husband attempted to cosign, but was still denied. I asked if he could send me an *********** could start paying $500/mo in-house. He refused and stated they had another financing company.A family member agreed to co-sign, we submitted our information, & after over a month of daily phone calls, they told us in Jan that because the person didnt live with us, they couldnt cosign. We were never advised that a co-signer had to live with us, otherwise I wouldve refused as no one lives with us.****** assured me he would look into it & see what options remain, but I heard nothing else.Mid-Feb, ***** from the office called to set up an in-house plan. I told her my situation has changed as I am now pregnant and have been out of work due to HG. I assured her I would make a large payment in Mar, & would then pay anything I could afford monthly. At the end of Mar, I paid $500.On Apr 22, ****** from the office left me a voicemail asking for a call back. 10 MINS LATER, I received the message shown in the screenshot.We followed their instructions, & did everything they asked. Had I not been denied the invoice in Nov, I would have it halfway paid off by now. It took 4 months to receive an invoice.After being belittled via text, I would like no further communication while I continue to make payments

  

  Business response

  05/13/2024

  Hi *****,

   

  I hope this message finds you well. We've tried reaching out to you several times regarding this matter but haven't received any communication back. It seems there was some miscommunication between you and ******. Our office wasn't aware of any in-house payment plans prior to your financing application, this is not something we generally offer. The financing company is a third party company and their stipulations are beyond our control. Regarding the text message from our representative ******, she meant no disrespect. We were expecting a larger payment upfront based on a conversation we had with ****** stating that we needed to try and get $1500-$2000 then start smaller monthly payments since your balance due at the time was a little over $5000.00, which is why she inquired about setting up additional payments. Your current balance due now is $4674.00. 

  Unfortunately, we cannot accept random payments , which is why we were trying to set up regular, consistent payments. We understand your circumstances and are willing to work with you, but effective communication is essential. Please reach out to our office manager so we can discuss payment options and ensure we're all on the same page moving forward. We're committed to finding a solution together. 

   

  Our office managers contact number is :************** and his name is *****. Hes tried to reach out to you a few times and has left voicemails also. 

   

  
  

  All the best,
  Cassie ************************ Whitaker Roofing Company
  Office: ************

  Customer response

  05/15/2024

   
  Complaint: 21632958
  
  I am rejecting this response because:

  I have responded to communications. See the attached screenshots of the email sent.

  WRC had ample opportunity to simply send me the invoice and allow me to begin payments when I was able and 100% willing to agree to as much as $500 a month in payments (which they now claim is still not enough). They chose to run credit checks and take months to send the invoice instead. I asked for the invoice in November of 2023 and did not receive it until March of 2024, and my situation has vastly changed in those 4 months.

  I plan to pay WRC in full to the best of my ability, but while I am experiencing a difficult pregnancy and already stressed about being out of work I simply cannot deal with constant miscommunication and borderline harassment with unprofessional employees who belittle someones ability to make large payments. Especially when I have done everything that they asked of me in this process already. I refuse to continue the MIScommunication and stress my body out and put my unborn baby at any further risk.

  WRC is more than welcome to run my credit again since they are unable to take in-house payments of even as much as $500 a month, which I cannot even agree to at this time with being out of work. Run that credit through the two financing companies as many times as you like. I have the invoice and the link to pay, and plan to make at least one payment per month. I simply request to not be constantly bombarded with rude and unprofessional communications while I do so. After I return from maternity leave in November, I will absolutely be spending the whole of my paychecks on this to get it off my plate.

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

  

  Business response

  05/15/2024

  *****,

  Our company has not been rude to you or bombarded you with communications. The amount of $4,674.55 is owed for the completed work we provided. We have made every effort to reach a mutual agreement. Your recent communication, received yesterday, addressed the email I sent explaining why we expected a larger payment on your account. Our office manager had attempted to call you several times to gain a clearer understanding and to further assist you.

  I even offered you a $100 monthly payment option to accommodate your current situation. The complaint you made is unfounded, as we have been diligently trying to resolve this matter with you. Additionally, our office never received a request from you for an invoice, But as I mentioned in my previous email, we are not a bank and therefore could not agree to in-house financing initially on that large of an amount. That is why ****** tried to arrange financing for you. No company would be okay with someone just making payments when they could, without some type of minimum or card on file.

  We remain committed to working with you to find a resolution.

  Best regards,

  Cassie Whitaker

  Customer response

  05/15/2024

   
  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.
  

  I will do my best to meet $100 a month, though I have repeatedly made it clear that I am out of work with a difficult pregnancy. Out of work means no income, but I will sell belongings in order to do my best to meet a $100 a month minimum. - Although it has only been said to me that even $500 a month in-house was unacceptable ( see the rude and unprofessional text message from ****** in my original complaint) and no minimum payment plan was ever offered to me outside of the credit companies. I asked ******, in person, for the invoice in November and he said no. There is yet another miscommunication. You can refer to my original complaint for this information as I do specify that I asked for this and he refused in order to run a second financing company rather than simply accepting my payments.

  Finally, I do request no further contact as this has exhausted me mentally and sent me into multiple panic attacks while fighting through this rough time and trying to stay as calm as possible. Again, I have the link to the invoice and will continue to make monthly payments, to the best of my ability, with my goal being the *** offered $100 per month.

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2023, I noticed a large hole had opened in the soffitt in the rear of my house. The damage, and the repairs, obviously would involve the roof and the gutter. The gutter was a part of a LeafGuard system installed in 2004. The new roof was installed by Whitaker Roofing in 2019. LeafGuard sent a representative to inspect the damage. Here is their report:"On October 04, 2023 LeafGuard completed a service at ********** (sic) Cherry Ln. The customer complained of fascia and Soffit rot. Upon inspection the crew observed the roof to have been install after the gutters and the drip edge removed. (There was a) different type of s**** attached at the top of the gutter. There is also a discoloration where it appears the drip edge once was. Photos of this were sent to the homeowner..." Whitaker Roofing sent one person named Miles to do an inspection, followed by a separate person. The last person came to my front door when finished and said someone would be in touch about the results. When several days (weeks?) passed without any contact, I called Miles. He said the report was a work in progress. I think I had one more phone contact with ***** and got a non-committal reply and no follow-up, before I spoke to him for the last time on January 9, 2024, giving an ultimatum. As of January 25, I have heard not a word.The failure of Whitaker to communicate with me has left the damage un-repaired. I needed their assessment to decide my next steps--especially since other expert advice had singled out a roofing problem as the cause of the damage (without specifically mentioning Whitaker, of course). I have never before encountered such contempt from a business, such a display of incompetence and don't-give-a-damn attitude toward a customer. I ask the ******************** to get Whitaker to do the simple thing of sending me the result of their inspections.

  

  Business response

  02/12/2024

  Dear **********************,
  
  We apologize for the inconvenience you've experienced. We believe that there has been some miscommunication with our finding that *** have not been relayed to you properly. Our records confirm that we installed your new roof in 2019, adhering to manufacturer specifications and current codes. The identified issue likely arises from the interaction between the new roof and the existing Lead Guard gutter system, which was installed based on the old roof and its specifications. Despite this not being a result of our workmanship, we acknowledge the importance of resolving it for you. 
  
  To address your concerns, our team is committed to revisiting your property and adjusting the specific area to eliminate any issues that stem from the relation of the roof and current gutter system. We appreciate your patience and assure you that we are dedicated to ensuring your satisfaction. Our general manager, ************************* has been in contact and the service of your property is on our schedule for this Wednesday 2/14 contingent on the weather.
  
  Best regards,
  Whitaker Roofing Team

  Customer response

  02/12/2024

  Your "all or nothing" choices for response are inadequate. I am pleased with Whitaker's proposal to send a representative to look at the problem and discuss solutions. That is what I expected them to do after their initial inspection. It has been their failure to do so, over several months, that prompted my complaint.

  However, their proposal for another inspection is far from "closing out the case." It all depends on the conclusions they reach from their new inspection. They accurately define the issue as one based on the "interaction" of roof and gutter. The question of who pays for what depends on the conclusions reached by all the parties involved. A new Whitaker inspection, in short, is the first step toward a final outcome. I wanted to make this clear to BBB. But again, I am pleased with their response so far.

  -*******************************: 2.12.24
  

   

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not finish properly:Lied about matching ***** back to my original tongue and groove, said those boards don't exist, readily available at ********** Scraped paint of my siding Ladder damaged siding Didn't run hot water exhaust back through roof, code violation

  

  Business response

  01/13/2022

  To whom it may concern,

  We completed work for a full roof replacement from tornado damage for Mr. ******** on May 1st of 2021. At this time materials were scarce and limited due to the ******19 pandemic. Mr. ******** was made aware that the rotted decking boards along the ***** of his home would need to be replaced. During the construction process the exact match to the original tounge and groove was not readily available at any local supply store. We relayed this information to Mr. ******** and told him we can use 1x6 decking boards as an alternative so that we could complete the roof. Mr. ******** agreed to use the 1x6 boards as replacement boards as well as viewed the material in person before we installed it on his home. This can be confirmed by our project lead on the job as well as his account representative that was over his roofing project. In addition, Mr. ******** first made his complaint of using the 1x6 boards instead of tounge and groove to us approximately 5 months later after the completion of his roof on October 25th of 2021. When he first called the office 5 months later around October 25th of 2021, he spoke with our General Manager who he admitted to that he was made aware that the boards would be different because the desired material wasn't readily available. He later now expressed that he believes the account rep at that time lied to him about the tounge and groove not being available and wanted us to change the boards out. We do have an invocie as well showing that we would be replacing the decking on the home as needed with 1x6 boards.

  As for the said siding damage from our ladders, this is the very first time we have heard of this issue by the complaint through the BBB. This was never expressed or made known to anyone from our company during the walk around after the roof was completed or from the latest phone call with our General Manager in October. 

  Lastly, the pipe was made aware at the same time in October. We never went back out to address this issue because the Mr. ******** wanted us to replace all of the 1x6 decking with tounge and groove as well now that its available and we never agreed to do that. However out of all the complaints the pipe is something that we are going to address tomorrow 1/14/2022 as long as we have Mr. ********s approval to be on the property. 

  We work very hard to uphold our reputation within our community. We always take customer service very seriously as we strive for customer satisfaction. Our reviews across many platforms speak for our good and diligent work and we appreciate the opportunity to give our side of the story. 

   

  Thank you and best regards.

  ***** Whitaker 

  Customer response

  01/18/2022

   
  Complaint: 16346955
  
  I am rejecting this response because:

  Whitaker did complete my roof install after the tornado, this is true.  However, the explanation of the tongue and groove being replaced by 1x6's is not exactly true. I was told by the Whitaker representative that the tongue and groove was no longer available, this material is readily available, and should have been used instead of the 1x6's, my guess is it was easier for them to just continue with the 1x6's than stop and go get the tongue and groove needed, I did agree to this, but I was misinformed by their representative or I would never have chosen to replace the tongue and groove with 1x6's.

  I have attached a few new pictures concerning the paint being damaged, there are two pictures that show the areas the paint where the paint was damaged, these pictures were taken directly after the tornado, then there is a picture of a full tarp like substance I let them install on my house to use as a model home so they could sell to others in the area.  There has been no one else on this roof but Whitaker roofing, they either damaged the siding with their ladders during the roof installation, or during the installation and removal of this tarp.

  I have spoken to several other contractors about the tongue & groove issue, I believe this is much easier than replacing the 1x6's with new wood, they could just run the tongue and groove over the  full side where any of the 1x6's are, then once I have it painted it will all look the same.  On the painting damage, the only solution I know of is for them to pay for the painting for the square footage where they damaged the siding.

  Let me add, the Whitaker representative also misled me concerning insurance paying for the 1x6's to re-deck the damage to my roof, he told me that insurance would not pay so I had to pay, I wrote them a check for $4800.00 on that day to complete the work.  Once state farm came out and did a full review of my damage they asked me why I didn't re-deck with omb since that was code, I told them what I was told by the roofing company, they said not true, they would have paid to re-deck the whole house just as every house in my neighborhood was done as their roofs were installed, I am not asking for this money back, I just want the damage repaired as noted above.
  
  Sincerely,
  
  *************************

  

  Business response

  02/02/2022

  In response to Mr. ********* rejection Whitaker Roofing Company disagrees.

  Mr. ******** claims that he was misled into using the 1x6 materials for the woodwork and this is a totally unfair and untrue statement, this is hearsay. Mr. ******** was made fully aware of the situation at hand and gave us approval prior to the use of the materials that were installed. He reviewed the materials before they were installed and also received and paid for the invoice detailing the additional work and materials. Mr. ******** states that we probably did not want to use the tongue and grove material because it would have been an inconvenience for us and cause a delay in work since we would have to leave the jobsite in order to pick up the materials, this again is hearsay. This makes no sense because we did not have the 1x6 decking on hand and we had to pick up this material anyways in order to complete the roofing project. Mr. ******** claims that the desired tongue and groove material was readily available, and this is also untrue as he makes this claim over 7 months later after the project was completed. We checked with our local supplier ************* out of ****** *******, and they did not have stock of the tongue and groove material, we also checked the local *********** and they were out of stock of the material as well. This is when we decided to use the 1x6 decking boards as a substitute. This project was done in the beginning of May of 2021, COVID was a huge disrupter for material suppliers everywhere and stock of material was scarce. We are in the construction industry, so naturally we are very aware of the effects it had at the time on material shortages. We dealt with this issue for months before it got any better.

  One of our major concerns is Mr. ******** accepted the material at the time, he was not forced into doing so, he made a decision as a coherent adult. Now over 7 months later he decides to make it an issue and start a ruckus about it all based on a conversation he had with another contractor recently. In all respect again this is not our issue he accepted and paid for the material that was used. 

  Mr. ******** has supplied photos of his siding where he claims our work damaged and peeled the paint off in some areas. This again is recent news to us, as this is the first time we have heard of this issue over 7 months later. We are not totally sure if the paint that has been peeled off in areas was from our work, but it very well could have been. Our concern at the time was to provide a temporary roof covering to prevent any further damage to the home until his roof restoration project could begin. If this did damage some of the paint in areas, we would be more than happy to take a look at these areas annd touch up those areas with new paint or provide Mr. ******** with a credit if the amount is reasonable. 

  We are in touch with Mr. ******** as of now trying to come up with a resolution to his issues. We know that we are going to surely help out with touching up the areas where the paint has been disrupted but we are not agreeing to changing out the 1x6 decking for tongue and groove for free. This work could be extensive if we had to remove areas of the roofing system in order to remove the 1x6 decking that was already supplied and installed, then install the desired tongue and groove boards and then finally install the new roofing system in areas where the boards were changed out. However, we would be more than happy to discuss other alternatives to resolve the issue of tongue and groove boards with Mr. ******** but again we are not agreeing to do this work free. 

   

  Finally, we just want to say that we are taking this complaint very seriously. We pride ourselves on our integrity and commitment to customer service as this can easily be seen by a simple search our company name. This is the first and only customer complaint that has been filed with the BBB and we feel that this complaint is very unjust and unsettling. It is simple and clear the customer made the decision to use the material and this is completely unfair now that he has had a change of heart on his decision he comes after us and files a complaint to try and tarnish our good name. 

   

  Thank you. 

  Customer response

  02/05/2022

   
  Complaint: 16346955
  
  I am rejecting this response because:

  Let me see if I can explain what happened here, these storm chasers, tree services, and roofers, were in our neighborhood at 4am the morning of the tornado knocking on doors, I know I spoke to at least 10 different companies that morning.  These people were not here to help, they were here to get as many jobs signed up as they could to get between the flow of the insurance money headed to the home owners.  They all took more jobs than they could complete on a timely basis, again not to help the home owner.  Whitaker acting like they are some kind of saint in all this is disingenuous at best.

  I admit I don't recall the exact timing of how the question of the boards came up, I do know both instances, me being misled on the likely hood of insurance paying the damage claim, and the question about the tongue and grove happened on the same day.  I was specifically told, by the Whitaker representative, they don't make the tongue and groove anymore, not that it was not currently available, and also was told the insurance company would not pay the damage, and that I needed to sign a contract that day along with a check for $4800.00, which I did.  As I stated before, the insurance company would have paid to re-deck my whole roof due to a code situation with 1x6's.

  Whitaker has come back and finished the hot water heater vent problem they left, which was clearly a code violation.  On the other problems I have with their work, the use of 1x6's instead of tongue and groove, and the area where they damaged the paint job on two sides of my house, I am not interested in any of their offers to rectify this situation, and ask that they never set foot on my property again.

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

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