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:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 personal cell phone is registered on the national do-not-call list. I am sick of companies that constantly call my phone spamming me with calls. This company is out of Tennesee and in the voicemail references hail damage in the state. My area code is an ******* area code. This business either has shady spamming call practices or are so lazy and sloppy that they don't care about verifying numbers before they call them. Either way, it is companies like this that are ruining the consumer.

  

  Business Response

  Date: 12/17/2024

  Dear ******, 
  
  
  We sincerely apologize for the frustration caused by our call. We take compliance with the National Do Not Call Registry  seriously and make every effort to ensure we do not contact numbers on this list. It seems there may have been an error in this instance, and we regret any inconvenience it caused.

  
  
  To prevent this from happening again, weve removed your number from our system.
  
  
  Thank you for bringing this to our attention. We are committed to improving our practices and will review our processes to avoid similar situations in the future.
  
  
  Best regards,
  ***** Whitaker 
  Whitaker Roofing Company

  
  

  Customer Answer

  Date: 12/17/2024

   
  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

  Date:04/26/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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