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:07/23/2024

  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.

  I had ************* roofing come out and inspect my roof. *********************** was *** representative they sent me. This was towards the end of June he went up on the roof and discovered hail damage. I made a claim to all state and both ***** and I talked to allstated about the hail dammage. Allstate sent out a 3rd party adjuster July 1st I belive the date to be. The adjuster went up there and reported back to All State that there wasn't significant hail dammage. ********************** rep said there was a good amount of dammage. So I was waiting on ***** to get back with me because he was going to get ahold of allstate and see why a new roof wasn't approved when there's a lot of hail dammage and was pointed out to the AllState rep third party. So ***** decides to quit my case for the insurance for the roof on the house I saves his text and will attach it as a file. Here is what it reads. He's making personal decisions based on himself. That's not right when I'm a customer looking for a reputable company which I thought ************* was. I called July 12 and explained what was going on to the lady there and she said the manager would get back to me. Here it is July 23 and still haven't heard from them. Please get back to me about this. Thank You Hey ******. I'm sorry to tell you this, but I just lost a job that was completely approved cancel on me, which personally cost me 3,000$, because it was taking too long to finalize. This was a major hit and caused me to do some hard thinking. I came to the conclusion that I've been spending too much time fighting denials, when I should be finishing the ones I have that are approved. Because of this, I'm going to have to stop working on this claim.You're not beholden to the contingency because we never got anything approved for you. You seem like a great guy, and I'm really sorry about this, but I need to prioritize my focus. You do have significant hail damage and I wish you the best of luck getting it resolved.

  Customer Answer

  Date: 07/23/2024

  Hello,

  i would like Contact by the Business so they can make this right.  Also they need to have some sort of credit for me having to go through this hassle.  

  

  Business Response

  Date: 08/02/2024

  Our Sales Director has been in direct contact with this customer and is in the process of coming to an equitable resolution to the complaint.

  Customer Answer

  Date: 08/05/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Homeowner loss on 10/05/2023. ******************** wrote out an invoice. We agreed to them doing the work. Gave him a $500 check for the deductible( Wrote that in that in the memo area of the check); telling him we have replacement cost on Home Owner Replacement cost clause on Insurance policy. They have been derelict in their duty to repair our roof, especially after entering into a legal contract with ***** ***** Offer was made, an offer was accepted.

  

  Business Response

  Date: 05/24/2024

  After helping hundreds of homeowners through the process of filing a homeowner's insurance claim, we completely understand how frustrating it can be for a homeowner. Unfortunately, in this case there aren't any additional steps we are able to take in order to further the process along. The signed agreement we have on file is to install a tarp for the amount of $500. We completed that work and were paid in full. The last approved scope of work that we are in possession of indicates the insurance company only approved a small repair in relation to the roof. We did provide an estimate to replace the rear slope in its entirety. If a copy needs to be sent to the insurance carrier directly, in addition to the copy sent to you, we can do that. If you want to proceed with the small roof repair that was approved by the insurance company, we can review that scope to determine if we are able to do the work. If you would like to pay out-of-pocket for the replacement of the rear slope, we can also discuss that. We are happy to help to the extent that we are able. If, however, you are hoping the insurance carrier will approve and pay for a full replacement of the rear slope and you are still fighting for that, there isn't anything else we can do at this time. Please don't hesitate to let us know how else we can assist.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ************* replaced my roof with a 10 year warranty; after a leak developed well within that timeframe, *************** refused to replace/repair the affected roof. They sent someone out at the end of day who caulked in the dark and said there was nothing else he could do because the roof tiles were placed incorrectly and/or were the wrong material for the original job. After the leaking continued, they are "making a note of it" and "someone will reach out to me."The leak is occuring over a recently renovated master bath and ruining the ceiling.

  

  Business Response

  Date: 02/09/2024

  Good Afternoon, 

   

  I apologize for the delay in the response. I do not generally handle these responses, but I did review the account thoroughly to get you a response. 

   

  ************ replaced ****************** roof in June, 2020. Mr. and ***************** contacted ************ 10/14/2023 for a leak in their bathroom. We followed up and sent a technician to identify the leak on 10/18/2023. The area in question was covered in debris and pine needles at a pitch change between roof lines. *************** build up was thought to have potentially created a dam causing the water to not be able to flow off the roof properly. The technician removed the pine needles and applied caulk around flashings and boots as an initial step to help rule out the debris being a cause of the leak.. ****************** advised the homeowner to contact us if the leak continued so that we could initiate further investigation. The shingles were inspected and were deemed to be installed properly. 

   

  Upon review of the photos from the technician in comparison to the previous documentation and photos we had from 2020, it was discovered that the Grovers had a broan vent installed in the location of the leak after ************ had completed the roof replacement. This would have been installed during the renovation of their bathroom most likely as it is an exhaust vent for a fan. Per our contract, our warranty becomes void if additional work is completed that tampers with our install. In an effort of good faith, we sent our Field Manager back out on 1/30/24 and it was determined that the broan vent that was not installed by us was the most probable cause of the leak. Our field manager replaced the vent and the surrounding shingles and cap. Six shingles and six pieces of cap were used. We did not charge the homeowner for this work and did this at our own expense. The Field Manager advised the homeowner that if another leak occurred, we would take additional steps to help identify the problem as there is no visible area of what else could be causing a leak. Mr. and ***************** has not contacted ****************** since with any concerns. On 2/2/24 an office employee did attempt to call the customers in an effort to make sure the leak had stopped. There was no answer or return call from the Grovers. 

   

  There are many reasons a leak could occur that are not always easily visible or determined right away. ****************** made two trips to identify and resolve and additionally repaired a broan vent at no cost that should have voided the warranty to that area of the roof. 

   

  Please let me know if you have any further questions. I would be happy to provide photos of our findings and repairs, if necessary. Thank you very much. 

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We had our roof replaced and chimney fixed because there was a leak. Our chimney was not corrected to specific instructions we both agreed upon. They continue to tell us they will return to correct this issue but have yet to do so. We also feel they did not uphold their contract by leaving our yard a mess, lunch wrappers and drink bottles left in the yard, broken plants, nails all over, gutter guards not put back in place. To top things off a young man worked in his underwear. They say he didn't but he did, he tried sneaking past my window and I saw it.

  

  Business Response

  Date: 06/27/2022

  The chimney flash with the frieze board was correctly done, the chimney has siding on it and if we had done it any other way a small piece of siding would have fallen off.  We had a project manager out to site on June 16th to address all the customers issues/concerns.  Clean up has been performed.  See attached picture of the crew member who was working in his shorts, not underwear.

  

  Business Response

  Date: 06/28/2022

  this picture is of the worker in his shorts, not underwear.

  Customer Answer

  Date: 06/28/2022

  I am not accepting these responses. Although my husband has told this company they do not need to return.
  No one came to clean up the mess, I picked up nails, cigarette butts and trash. We have replaced our broken lighting on our own. I reference to the young man in his underwear..this picture was not him. He was young, very thin with red boxer briefs. I saw him as he was holding himself sneaking past my kitchen window. His jeans and socks were left in my yard that evening. I know what I saw. I do not want to continue this nit picking but your crew totally disrespected us and our property.

  

  Business Response

  Date: 06/30/2022

  I apologize for the issues with your project. I did check with several of our project managers and the chimney flash was done correctly for your application.  Our project manager *********************** did reach out **************** for replacement of the broken light. We have spoken to our ******* and ***** concerning proper conduct while on job sites.  If you would like someone to meet with you concerning clean up or any other issues, please contact the office and I will be glad to assist with making the arrangements.