ComplaintsforBartlett Homes and Roofing, LLC

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to tear off my old roof and put a new one on. They in turn found some day laborers to come over and pretend to be roofers. I found nails exposed in the open . Ridge not nailed. Shingles not nailed at all .Shingles hanging over the bottom of the roof.. Nails driven to deep in the shingles .Drip edge not cut correctly. No nails close to the edge going up the rake. these are the mistakes that I could see. I can not see nails they left behind in the decking that will be exposed when the sun shines on the roof in a year or two. I can not see how badly they dry sheeted. I do have a wave in the shingles where they did not pull the dry sheet tight. These guys could not even do a good job of clean up let alone roofing.

  

  Business response

  07/19/2023

  Thank you for your feedback! I have spoken with our Quality Control Team and it looks like this issue has been resolved and all work has been repaired accordingly. We apologize that the work was done incorrectly. Please reach out if you have any further concerns! 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bartlett Roofing estimated $13,290 for a roofing job we hired them for. Roofing system we agreed to was $9,359.37 and they send a total bill for $10,295.80 and say the difference is because we have to pay them $1,000 deductible we already paid to our insurance company. I never signed anything saying my grand total was $14,339.71. I signed a contract saying I would pay $13,290.05 and any work beyond that needed a change order or addendum to be approved. We were not letting them charge up our bill.************************* says we agreed to pay the entire amount they negotiated with our insurance company of $14,055.76 to Bartlett when we signed a contract with Bartlett for $13,290.05. We signed an agreement we would pay them everything our insurance company gave us $10,055 and pay our $1,000 deductible, which we did to the insurance company. Bartlett is now saying, despite that not being in the contract, we agreed to pay our deductible to the insurance company AND ALSO AGREED TO PAY THEM an extra $1,000 DEDUCTIBLE. Bartlett said they do this to every customer establishing a pattern and practice of fraud. We signed a contract for a specific amount and it does not matter how much our insurance company paid us. That claim is between us and them.

  

  Business response

  06/14/2023

  Hello and thank you for the notification on this complaint. After looking into this further with our accounting team and the sales reps involved we have already resolved this matter directly with the customer and the job is closed and invoices are paid in full. 
  
  That being said, the information included in the original complaint regarding the funds is overall inaccurate. We work with homeowners and their insurance carriers to facilitate a smooth roof replacement and agree to do the work for the insurance proceeds. In construction, during installation there are day of change orders that have to be made from time to time, and that means that the proceeds due from the insurance carrier can change because the replacement is due to a homeowners insurance claim. We did speak directly with the insurance carrier representative to ensure our accuracy on this matter as well and he was in agreeance with **. Ultimately we decided that it was best to settle the matter immediately, and at this time this complaint has been mediated and the matter has been resolved directly with the customer. There is no further work to be done and all invoices have been paid. 
    

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bartlett Roofing installed our roof in 2019. We had ***** Rain Gutter come in 2021 and put new facia and rain gutters on. Once they installed the gutters we noticed dripping in outside vents in front of our house. ***** Rain Gutter came and looked they said that the roof was installed wrong. We had both companies come and look and find problems with both instalations. The roof is warping and causing water damage on house, facia and other locations. Bartlett will not come fix the problem. Lots of rain is causing more damage. I called our house insurance to get their say he found all the problems and wrote up what needed to be fixed. But Bartlett has still not come out. THe one guy that fixes is always busy fixing other homes. Horible customer service no one calls me back. I play phone tag for 4 months. The managers don't exist. No clue who runs the business.

  

  Business response

  05/01/2023

  Hi *******,

  We are sorry to hear that you've had a poor experience working with our team. I've spoken with the team and it seems like we have been having issues contacting the insurance adjuster in order to get this repaired. Our repair technician is out of the office until next week and will be contacting you to schedule a time to repair the roof when he returns. If you have any issues in the meantime, please reach out to ************************************* and a member of our team can assist you. We apologize again and we want you to know that we are doing everything we can to rectify the issue. Thank you for your patience and your business. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company salesman came to my house on or near June of 2022, suggesting roof had been damaged in recent storm. He said he would repair my siding, roof and ceiling damage and I agreed. Repair were never started and I called to find out sales agent had been fired. The replacement agent scheduled repairs and then advised some repairs would not be done. After roof installed, offic sent me a paid in full notice. Afterward the company contacted my insurance company to increase repair amount from approx. the original estimate $14,000 to ****** claiming estimation software didn't itemize materials correctly. I was never engaged in discussions. At first the company agreed to negotiate and reduced the bill, but then added additional items, I was not aware of. My request for information was met with differing unclear explanations and eventual threats to send me to collections. Because of the time and stress involved I offered to settle for $7000, the Company agent, *****************, refused and sent increasing unexplained supplemental amounts in their demand.

  

  Business response

  12/15/2022

  Since this complaint was originally filed, we have reached out directly to the consumer and the job is completed and paid in full. We believe this has been resolved. Thank you.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with this company on 9/13 to replace our roof shingles due to hail damage and paid a $500 deposit. As of today 11/14 do one has contacted us to schedule and install date. I called and asked for a refund so I could have another company do the work. They refused a refund and I was told I would be charged a portion of the estimate if I did not have them complete the work. Ii have holes in my roof and we are getting rain and snow.

  

  Business response

  12/09/2022

  Mr. ***** ***************** contracted Bartlett Roofing to assist them with their storm damaged roof. We sincerely apologize for the delay in scheduling as that is not our normal business practices. Since this complaint was made, we have contacted them and installed their new roofing system so a refund is not applicable at this time as we have completed the work contracted. We believe that this complaint has been resolved and are happy to provide any additional details as needed. 
  
  Best Regards,
  

  
  

  Customer response

  12/12/2022

   
  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

  07/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 4-23-2021 I contracted the company to repair our home pursuant to ********************* Claim ********************. The work to be completed was the replacement of roofing and fascia that sustained wind damage.I paid the company $10,000.00 on June 1, 2021. I asked if additional funds were required. The response came by a text "No, that is it till we install".The roof was replaced to my satisfaction. The fascia was never repaired.I contacted the company representative many times regarding the fascia work that had not been completed and he refused to act on this matter.On September 16, 2021, I received an email from the company indicating that the company had decided to not do the work. I responded with a letter and demanded that the company complete the work for which they contracted.In the fall or winter of 2021, I contacted the company by telephone and asked that they complete the work. The woman I spoke with unapologetically stated, "We don't do fascia". I informed her that I would not make additional payments to the company until the work was completed.For months, I heard nothing from the company. Consequently, I considered our business relationship to be completed. During that time, to prevent weather damage to my home, I began attempts to get the work completed. I was unable to do the work myself due to the height and pitch of the roof. I contacted contractors in cities from **********, Blackfoot, *********, ******** Falls, and the surrounding area. Because of the travel distance and smallness of the job, none would come.Finally, after eighteen months of exposure to wind, sun, and water, I found a contractor who was willing to come. I paid a rate of approximately $1,000.00 per hour and was happy to pay it. The company is demanding full payment for the incompleted job. They have added interest and/or penalties and referred me to collections. The company received 2/3 of the insurance proceeds and did half the work. I will pay no more.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bartlett replaced my roof without pulling a permit in violation of IRC section 105.1 they also failed to put in the correct number of vents per city code requirement IRC 806.2 and that has caused the attic to have alot of moister and mold. in a recorded phone call they addmitted they DO NOT follow the code and do not add venting even when its required by code. I have the mold results showing the house is infected with Cladosporium at this point me and my family are sleeping in a motor home in my driveway begging them to resolve this issue. my insurance would have paid for up to up to 21k for code upgrades but bartlett didnt even inform them of the need for more venting or of the local code

  

  Business response

  03/09/2022

  We are in dispute of this complaint. Our senior production manager has submitted our formal response and evidence to the state contractors board in Idaho. The customer filed a complaint to have an investigation opened on this issue. Upon our internal audit and examination of the job and all related details, it was verified that we are not responsible for these issues that the customer is alleging. The customer was knowingly made aware and told they are responsible for adding soffit ventilation to their home to bring it up to code. Our project managers informed him we don't install soffit/fascia as we are only specialized in roofing, as general contractors. And that he would need to arrange for that with another contractor. The customer also voided their warranty on the roof while attempting to repair broken pipe jacks on the roof, unrelated to the install, with sub-par and inadequate methods. They are attempting to void their responsibility to properly know and maintain the condition of the home. And chose to skirt their responsibility to ventilate the house with soffit vents as the insurance agreed / paid for and they were notified. In attempt to cast blame on us for unrelated issues with his roof and home, or ones that are exacerbated by their negligence in this case.We are confident that we will be exonerated in this matter with the state contractors board and will provide an update on this complaint after that is resolved. We look forward to clearing our name on this matter with the contractors board, and moving forward amicably with the customer & having their complaint with the BBB removed.

  Thanks

   

  Customer response

  03/09/2022

  I am rejecting this response, idaho code REQUIRES the contractor doing the work to do all work in compliance with current code, this was not done and no one at anytime ever told us we would need multiple contractors to complete one roof job.
  They were paid to put the vents in and they FAILED voiding my warranty and causing mold.
  They did not do what they were paid to do and now there's Mold.

  Customer response

  03/10/2022

  please take note of line item 6 it says 20 soffit vents however it was not done, enclosed i have submitted the actual invoice nationwide used for payment tho total amount ********** paid was 10.731,41 and this included the soffit vents

  Even if they were not paid they are still required to do the job to Idaho code according to the department of professional license and the city of Nampa building department ...in 2016  the appeals court upheld in ***** *** ********* that contractors CANNOT escape liability for code violation.  the code is a minimum requirement and the businesses that do the work are responsible for maintaining them because they are the professional and trained and licensed. 

*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. ↩