ComplaintsforEmerson Enterprises Unlimited LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used them mid 2023. They did not install flashing on most of our roof and in the rare spots they did, it wasnt sealed, and because of it, it left opening for bats to get in and infest our attic. Cost us 10 grand to deal with the removal and clean up and Emerson won't speak with us to resolve this. They did ask for the receipt and said they would get it to the guy who handles payments but won't get back to us anymore. We have the animal control people and bat clean up people saying 100% the lack of flashing caused the infestation. One lawyer we contacted even said that Emerson has a very bad reputation among roofing.

  

  Business response

  08/08/2024

  Emerson received a call from the homeowner where their pest control company indicated that bats were entering the attic through an area where flashing was not installed or installed incorrectly.  We promptly had a third part repair technician come out and inspect the roof.  At this time, it was photo documented that all flashings were in fact installed and installed correctly.  The homeowners sent us an estimate for almost $9,000.  As a part of our due diligence, we called the pest control company to request photos of what they are reporting as faulty flashing and they indicated that they do not have any photos and are unable to provide any support to the claim that this infestation is Emerson's fault.  
  

  We have never claimed to be perfect, and we fully understand that the homeowners are in a very difficult position.  We do, however, stand behind our work and had this actually be proven to be Emerson's fault, we would have been more than willing to work with the homeowner.  Simply sending and estimate and expecting payment does not constitute reimbursement when it cannot be proven to actually be our fault.  

  

  Business response

  08/12/2024

  When I review photos from the original roof installation, the flashings are all installed correctly.  See attached.  These were taken in November of 2023.  Our office did call the pest control company and spoke to a gentleman named ***** and ***** is the one that told us they don't take photos during their inspections.  That was not a lie.  We aren't interested in being malicious and only want to resolve the issue here.   What is the resolution you are after here?

   

  Customer response

  08/13/2024

  
  

  Complaint: ********

  
  

  I am rejecting this response because:

  
  

  1) you can clearly see in your pictures and mine that the flashing is not sealed onto the roof in multiple places, allowing for bat entrance. 2) you didn't send us or the BBB the pictures of the areas I sent where the flashing was not installed. We never said all the flashing was missing. We just said some of it was, and that is where the bats got in. The picture, for example, with all the attic insulation outside on the roof. Where is the picture showing that the flashing was installed? You only sent areas that your people did do the work correctly and again, we never said all of it was bad, just some.  

  
  

   Also, the animal control comapny does take pictures because I have them and attached them.  They don't typically take pictures but I asked them to so I could see what the damage was since I couldn't get into the attic like they did and to have proof that the flashing was not installed correctly. I have their numbers sending us those photos and the company willing to testify in court that a) they did take those pictures and b) the improper flashing was the cause of the infestation.  

  
  

  All we want is what we've said before: reimbursement for the damage your company caused.  It seems you have a reputation for this.  Many people I've talked to who have used you say you cause more damage/problems than you fix.  

  
  

  I am more than willing to change my reviews on social media and end my complaints to the BBB if the bills from the bat clean up are reimbursed or credited to our roof payments. Either one.  

  
  

  
  

  
  

  ****** ******

  
  

  
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Emerson was contracted to replace my Roof in 2023. They started the work in December 2023 and had multiple quality control issues to include cracking my gutter, breaking a window well cover, installing torn/damaged shingles, and not following city of Omaha code. It has now been 7 months and the work is still not completed. I am considering this job to be abandoned at this time and would like a complete refund so that I can hire a company to install the roof properly and replace the gutters that Emerson broke. I have tried working with *** ****** and ***** the owner on these issues but nothing gets completed. At this point there is likely even new hail damage on the shingles they installed in Dec 2023. Taking this long to complete a simple job is not acceptable.

  

  Business response

  07/14/2024

  The roof is installed correctly.  There were a few areas where damaged shingles needed to be replaced, which has been completed.  The damaged gutters, even though contractually not responsible are scheduled for replacement this week.  They will need to be painted to match the current house color.  The broken window well covers were replaced and all items have been taken care of.  The mid inspection failed due to the ridge vent going over the fire wall (with this being a duplex) but has been corrected and resent to the city and closed out.  There is nothing remaining to substantiate a refund or having to redo the roof.  

  

  Business response

  08/02/2024

  We are not agreeing to a refund.  The cus***er has continued to find things that he is not happy with AFTER we send someone out to make repairs.  There has never been a complete comprehensive list.  If there were, we'd be able to address all items rather than some and have more come up. 

  This cus***er has withheld final payment on not just his home but his fathers also.  He's after a refund only.  Our work is warrantied and we have tried to make the repairs.  Having a couple shingles that need to be replaced is not severe enough that a full refund should be given.  We are not negating the fact that this has gone on far too long.  The hardest part is that as a General Contractor we rely on Subcontractors to handle all physical work.  This means we are at their mercy with regards to scheduling.  Sometimes they tell us one thing and things change.   While we agree that it is not the cus***er's problem, it has been a large source of the issues here.

  We are interested making sure the cus***er is happy but we receive texts on Sundays mostly with harsh demands and claims of this being "complete bulls**&".  We will not tolerate being verbally assaulted or threatened.

   

  Customer response

  08/04/2024

  
  I am rejecting this response because Emerson has had since December 2023 to address the issues with this roof. There are damaged shingles and broken and unpainted gutters that have not been repaired. 
  The owner is stating that there has never been a comprehensive list is a complete lie. I have been on the roof personally 3 times with Emerson Managers. In December 2023 I went through the roof with *** ******* the Project Manager. Bob had personally stated that this roof was one of the worst he had ever seen. He took lots of photos and it was agreed that there were multiple repairs to be completed. Repairs included replacing MANY damaged shingles that the crew installed, fixing the drip edge, repairing a broken window well cover, and REPLACING and PAINTING broken gutters and downspouts that the EMERSON crew damaged. There was a COMPLETE LIST and BOB has the list. If he never submitted it, that is not my fault. 
  Since then, I have been on the roof two more times with Omaha manager *** ******. I also pointed out the damaged shingles to ***. *** repaired the Window well cover. I had been told by both ***** and *** that the damaged shingles were repaired. This is not true and completely unethical behavior. 
  The owner stated that the roof had been repaired. This is a complete lie as photos show that there are still MANY damaged shingles. The owner states that I need to point out which shingles are damaged. Why do I need to do this as a cus***er? I have been fighting Emerson on this since December 2023. I have taken time off of work and not to mention it is 60 miles round trip for me every time I go to this house. 
  Emerson has had every chance and more than enough time to fix these issues. How is it acceptable for a supposed reputable company to allow theses issues to go on this long? 
  At this point, I want a 100% refund for everything and I want to be paid for the gutters to be replaced and painted. 
  The roof is terrible because Emerson has no quality control. I need to start over completely with a new roofing company who will actually install the roof properly. 
  How is it fair for me as a cus***er to keep having to fight Emerson just for them to do their jobs. I referred Emerson 4 other houses and this is how they treat me. 
  Emerson should not be in business and should lose BBB accreditation. 
  I am not withholding funds on my father's house. Emerson started that project in October 2023 and it is also still not complete. *** ******* at Emerson even told me he would venmo me the referral money and he never did so. 
  I want to be done with this! Emerson has had more than enough time to make the repairs and make this right. Instead of just finishing the job, they lie, make excuses, and continue to blame me for finding new issues. I did text the owner that this is ******** when I found that Emerson only replaced 1 part of the broken gutters. Considering this has gone on since December 2023 and ***** at Emerson still can't get it right, this response is not out of line. 
  ***** has lied to me about roofing repairs being completed when they are not. Evident by damaged shingles I found on the roof last week. Pictures of damaged shingles attached. 
  Emerson, why don't you just make the repairs properly so we can all move on? If not, just return all my money and will start over with a better roofing company. 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We elected to have our neighbor, **** *******, and his employer to repair our roof due to storm damage that occurred in December 2021. The issue is not due to the quality of the work, it is the business tactics ******* utilized during the process. Mr. ******* was aware we had a subpar insurance policy that would not cover the total cost of roof repairs. He should have negotiated & included this in the estimate & our the contract before we signed for repairs. We believe the $50 permit should not have been included on our bill since it is a cost for them to perform their duties as a professional company within Gardner, KS & before the city updated their ordinances 3/1/23. ******* has been aggressive, especially when billing and payments are involved. Before the roof was repaired on 1/27/23. Mr. ******* eluded that if ******* did not repair the windows, A/C unit & gutters, that money could be applied towards the cost of the roof. We asked both ins & ******* how much we had to pay out of pocket to ensure we met our obligation; therefore, we pd ******* $4939.90 which was $3939 was non-recoverable depreciation. I don't know what $1000 in "upgrades" ******* states we had because there is a contradictory & ambiguous language & figures listed on both the estimate, statement & invoice. Statement show repairs are $9737.74 total (3086.70 roof replace + 1049.14 PWI ice/water barrier + 612 dump fee + 4939.90 ACV + 50 permit fee). Ins pd $3952 (114.47 + 2969.23 + 413.47 + 454.83) & we pd $4939.90 = $8891.90. There's a $245.84 difference between $9737.74 & 8891.90. ACV Gutters, windows, garage & AC unit were not repaired & $853.35 should not be factored, if it was. Mr. *******'s daughter, ***** ******, was bullying & aggressive to make us pay $842.84 despite ins withholding payment. She prematurely filed a mech lien & threatened foreclosure when our adjuster stated there was miscommunication between them & Emerson. Problem uploading all the documents. Might have to fax or email.

  

  Business response

  05/04/2023

  While the customer's opinions are valid, it is important to address that the customer signed a contract in the amount of $9,687.74.  This included both portions from the insurance company and out of pocket.  Permit fees are a part of the project and the company should never have to just cover those costs.  The permit fee was added to the invoice and sent to the carrier.  If the customer's policy does not include coverage for code items, that is not our responsibility to cover.   We have not billed for any more than our contract plus the permit fee.  If the customer is adamant that they should not have to pay the permit, I will cover that.  I cannot however, waive the remaining balance on a contracted amount.  If the customer did not want to pay that portion, she should not have signed a contract agreeing to paying it.  The statements of ***** ****** being ****'s daughter are irrelevant to the claim/complaint and and thus just further validate that the customer is finding fault in areas where it doesn't belong.  The customer has not returned any calls nor emails regarding her account.  Our collection policy is followed regardless of the customer.  As a contractor we only have a certain number of days to collect before our lien rights are exhausted.  We will not sacrifice our rights simply because a customer doesn't think they should have to pay an amount they agreed to when they signed the contract.  We do not agree to the request to offset the entire balance and we will not release the lien that has been filed until the customer pays her balance in full (less the permit fee of $50).  If the rep did not communicate in a clear manner, we profusely apologize for that.  We cannot however waive a balance because a customer doesn't like how someone spoke to them.  The roof was replaced and expenses have been incurred.  

*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. ↩