ComplaintsforLexington Blue, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/10/24, I signed a restoration work order to have the roof on my home replaced due to wind damage. I gave them a check for $9387.97 to begin the replacement. Since that time, I have contacted the business numerous times to determine a date to begin the job. They claim that they need supplemental money to begin the job. My home insurance will not make any further payments until the job is satisfactorily complete and up to code.

  

  Business response

  08/21/2024

  I want to assure you that your project folder has moved through our process efficiently and smoothly, just as all of our clients' do. The additional request you mentioned pertains to supplemental funds that we requested from your insurer for materials necessary to ensure the quality of your project. It is standard procedure to request these additional funds prior to scheduling the installation.
  Unfortunately, due to your refusal to provide the check from your insurer, we have been unable to add your project to the scheduling queue. However, to accommodate your needs, we will proceed with scheduling your installation, with the supplemental amount being added to your total account balance due upon project completion.
  I understand that you’ve been in contact with our Assistant Production Manager. Please continue to reach out if you have any further questions or concerns. Our Production Department will be contacting you by the end of the week to provide a specific installation date in the coming weeks.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 11, 2023, ******* ****** from Lexington Blue inspected our roof and proposed repairs. We agreed, and he contacted our home insurance provider, (***). *** inspected the roof with him and confirmed the damage, issuing a check for $16,564.86 on September 14 to cover the repairs. Lexington Blue received the check two days later and assured us the repairs would be completed within four weeks. Four weeks passed with no progress. After contacting them, they rescheduled for December, but again, no work was done. Our attempts to reach their office by phone went unanswered, During this period, *** ******, consistently provided accurate information. Unfortunately, his transparency with us led to his dismissal. In February, we visited Lexington Blue's office for an update. They assured us the roof repairs would be completed within two weeks, but no work was done. *** visited their office again, I attempted to contact them, and they claimed to have sent an apologetic email, which I never received. On July 5, ****** ******, messaged me to discuss the project's schedule. I visited the office, and the assistant called ****** to see me. He scheduled a new repair date for July 19, confirming it on a piece of paper and his business card. The office assistant also entered the date into their system to remind ******. Despite these efforts, nothing happened on July 19. On July 20, I called ****** but received no response. I sent him a message, but still no reply. On July 22, he responded, apologizing for the lack of communication and informing me of the new management. Since then, he has not answered any of my calls. This experience has been extremely frustrating and stressful. We have been left with unfulfilled promises. Despite receiving the insurance money and multiple reassurances from Lexington Blue, our roof remains unrepaired. The lack of professionalism from Lexington Blue is deeply disappointing. Our experience with Lexington Blue has been overwhelmingly negative.

  

  Business response

  08/21/2024

  We sincerely apologize for the lack of communication on our part and understand that we’ve broken your trust by promising dates that were not fulfilled. We deeply regret this and ask for your grace as we prepare to install your roof next week. Our Production Team will be reaching out to you very shortly with more details. Again, please accept our apologies, as this is not the standard we wish to maintain with every customer that entrusts us with their roof. We hope that by having a Quality Control Representative on site during the job installation that you will receive the Lexington Blue experience that you deserve. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lexington Blue Roofing sent a sales manager to my home on Friday, July 19th at 9:00 PM who knocked on my door. I was visibly upset to see a door-to-door solicitor at such a late hour and I waved him off. The following Wednesday, July 24th, another salesman from Lexington Blue knocked on my door at 8:45 PM. This time I let the salesman know of my frustration at direct solicitation at such a late hour. The second salesman registered my anger and was contrite. He promised it would not happen again. I am thankful for that, but that does not change the fact that twice within the span of a week a company decided to knock on my door well beyond normal business hours. I am the father of an 12 week old. Partially I am frustrated that these salesmen both came approximately an hour and a half after we put him to bed, thereby risking to wake him up and cause us extra stress. However, even if I were not a young parent, I would still find the practice of knocking on someone's door 3 hours after dinner time to be egregious. I have left a negative review on their ******** page, and I have also called and asked to speak with the sales manager, whom I identified on their website as being the first of the two solicitors. Despite asking for a return call, Lexington Blue has not attempted to reach out to me I am not seeking any financial recompense. I am not a customer. What I seek is formal acknowledgement of poor customer service and an express effort on behalf of the company to limit their solicitation hours to much earlier in the evening. As they have not yet acknowledged any harm or fault, I have decided to seek an apology in the form of this complaint.

  

  Business response

  07/30/2024

  Thank you for bringing your concerns to our attention. We understand that you were upset by the visits from our sales representatives on July 19th at 9:00 PM and July 24th at 8:45 PM. While I want to acknowledge your frustration, I would like to clarify that our sales team's solicitation hours typically extend until 9:00 PM. This is a standard practice aimed at accommodating the varied schedules of residents who may prefer evening visits.
  We instruct our sales team to be respectful and considerate at all times, ensuring that interactions are professional and courteous. We will conduct an internal investigation on this subject. 
  You have received a formal apology from both our Sales Manager and our Dealer Power Specialist, which underscores our commitment to addressing your concerns. Regarding your attempt to contact us and not receiving a response, we are currently reviewing this matter to identify the cause of any communication lapse. We take all inquiries seriously and strive to respond promptly to every concern brought to our attention.
  While you are not a customer of Lexington Blue Roofing, we value feedback from all community members. Your comments have been noted, and we are committed to ensuring our solicitation practices remain respectful and considerate of everyone’s preferences.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a performance issue with Lexington Blue Roofing where they did not complete work on a timely basis, and did not pursue payment from ***** **** for insurance claim #*********. A detailed timeline is attached.

  

  Business response

  07/11/2024

  Dear **** ****,

  According to our agreement, the total amount agreed upon and signed by you was for the completion of your entire roof. However, after verifying with the insurance company, they confirmed that their estimate only approved half of the roof. Based on our documented discussion, you requested that we proceed with completing the entire roofing project to ensure the integrity and safety of your home.

  Since we did not file the claim for you, you will need to contact your insurer and provide them with completion photos, an invoice, and a signed Certificate of Completion. Unfortunately, we do not have the signed Certificate of Completion because you refused to sign it. You will need to ask the insurance company to release the remaining funds to you so that you can complete payment your balance.

  If you have any questions regarding this, please reach out to us at ***************************

  Customer response

  07/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did submit the certificate of completion. I have the Lexington Blue confirmation of receipt dated July 8, 2024. I have confirmation from ***** ******, Lexington Blue Corporate Office Manager stating they will submit my claim to ***** ****. I have paid the entire balance in full with my check number 171. Lexington Blue cashed my check on July 10, 2024. I still have not received any additional correspondence or notice that they have submitted my claim to ***** ****.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed an initial restoration agreement on 11/30/23. Once we were approved by a claim from our insurance and had our first insurance money to give Lexington Blue, a different sales rep came to our home, re-inspected our roof, and we signed a new restoration agreement on 1/23/2024 and paid them the full amount we received from our insurance ($12,753.97) job#*******. Over the next 6 weeks, Lexington Blue badgered our insurance adjuster to approve a supplement to the originally approved claim amount. Our insurance approved the supplement for an additional $3,154.40. I then receive a call from another Lexington Blue employee, had no idea who this person was, and he was asking me for a check in the amount of $1,290.96 to be paid to Lexington Blue for the supplemental agreement. When I asked how he calculated this amount and why it was different than the supplemental check of $3,154.40 that was approved by our insurance he responded "I can't give you that information until after we get this check and can update your account balance and then send you a new invoice." One of the supplements requested by LB was to replace the gutters and downspouts, but when I asked LB about this they said they were not going to replace the gutters and downspouts, even though they requested funds from my insurance for it. I gave the 2nd check and got a new invoice that had no information. the LB claims department is asking my insurance for another supplement, which they approve for $790.45 but no one from LB has asked for that money. I get a letter beginning of April 2024 we are in queue to get our roofed repaired. I finally called the general managers who were supposed to send me updated information, its been about 6 weeks since and no communication. I want to cancel this agreement and get the insurance money back so I can find a reputable company to replace our damaged roof.

  

  Business response

  06/12/2024

  We understand that there were discrepancies in the billing process and communication regarding the supplemental agreement for your roof restoration. We apologize for any misunderstanding and assure you that we are committed to resolving these issues promptly.
  Regarding the request for additional funds, we acknowledge that our communication with you was insufficient. We apologize for not providing you with a clear explanation and calculation for the amount requested. We are reviewing your case internally to ensure that all issues are addressed and resolved promptly.
  Regarding the gutters and downspouts replacement, we apologize for the misunderstanding. We acknowledge that there was a discrepancy between the request for funds and our actual plan for the repair. We are committed to rectifying this and will adjust the billing accordingly.
  We have spoken with **** ***** and explained the situation, the scheduled roof installation date, and the plan for the gutters. **** ***** has requested an invoice breakdown of what she has paid and what is due, including supplements, prior to the roof install. She also needs to sign a change order acknowledging the addition of gutters to the work, pending a color swap to match the vinyl siding (assumed to be Jefferson tan).
  We will provide the requested invoice breakdown and change order promptly. We are also working to ensure that the gutters match the vinyl siding and will update you on the progress.

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: after conditionally accepting an installation date of 6/19/2024, I received no further communication from Lexington Blue regarding my installation, my roof has not been replaced, and they have yet to send me a current invoice showing my account total, what I have paid to date, and what will be due upon completion. I have been asking for my account invoice for over 2 months and have yet to formally receive it. I no longer want to work with this company who cannot seem to follow through with any action except cash my insurance checks. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  06/25/2024

  Hello **** *****, 

  I apologize for the lack of communication regarding your rescheduled installation and invoice. Our General Manager spoke with you earlier today, and we have your installation scheduled and the invoice sent over. We've recently implemented changes within our Production Department to prevent such issues in the future. We are confident that after your installation, you will be delighted with your new roof and gutters.

  Customer response

  07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although the General Managers "personal guarantee" that my roof and gutters would be installed on back to back days was false (Roof Monday and supposed gutter installation following Saturday), I no longer feel the need to communicate my dissatisfaction with this company. 
  
  Sincerely,
  
  ******** *****

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• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid Lexington Blue half of my work order on 4/15/23 and my roof wasn’t replaced till 8/2023. They didn’t complete $1,000 worth of work inside the home and didn’t replace siding on my shed. So I asked for a new invoice reflecting the work not completed being taken off the invoice. I was told the $1,000 was taken off before I paid the deposit and that the invoice was correct. I’m also almost positive they didn’t install flashing around my chimney. They then sent a greasy man to my home demanding payment or our account would be sent to collections. This was troubling because we felt unsafe in our own home. Additionally, when I tried to make arrangements for payment, no one answered the phone at Lexington blue for 3 days and I had to call someone’s personal cell phone I remembered having from installation. Lexington Blue has terrible customer service and questionable billing practices.

  

  Business response

  04/15/2024

  We sincerely apologize for any frustration or confusion you may have experienced regarding your invoice. We want to assure you that we've made multiple attempts to clarify the details and have provided explanations, including a breakdown of your insurance scope of work compared to our invoice, to illustrate any deductions. Our General Manager has personally reached out to address your concerns.

  We genuinely appreciate your patience and understanding throughout this process, and we're grateful that you have now settled your balance in full. We hope that the additional information provided has helped to clarify any uncertainties, and we're here to assist you further if you have any remaining questions or concerns. Thank you for your cooperation and for allowing us the opportunity to address this matter.

  
  
  

  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has been nearly a year since this company has been paid in full for the replacement of my roof and siding. The job remains unfinished. They do not keep their appointments or commitments. I had to camp out in their office to even be recognized. They have put me off with one excuse after another. My phone calls are ignored. I have been more than patient. At this point I do not believe they intend to finish the work, and if so I demand a full refund so that I may contract with someone else to finish the work, and since this will likely void any warranty from Lexington Blue, to cover future failures of their work on my home.

  

  Business response

  03/21/2024

  **** *****,
  First and foremost, we apoologize for the serious delay in finishing the project. Thank you for bringing this to our attention, as this is not how we aim to do business with customers that entrust us with their roofing needs.  We have launched an internal review to discern where the commmunication was dropped on our end. Our Production Manager will contact you shortly regarding finishing up the necessary repairs. There is no excuse for such a long delay, but we can only work towards making things right. Please reach out to *************************** for a direct line of contact. We're looking forward to the opportunity to restore your trust in our company. 
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a restoration agreement with Lexington Blue on 07/28/23 to repair porch roof which required removal of old shingles and plywood and replace. That was all my initial request was. When Rep arrived she wanted to check my house roof also. I agreed and missing shingles was noted. She called my insurance to make a claim for just the house roof. We agreed on a set price of $2500 to repair porch. The agreement stated they would replace house roof with the funds from insurance plus my deductible. On 08/08/23 emailed Rep with insurance claim info. A couple weeks went by no communication, then a new Rep called stating he's taking over and will be over in a day to do work order. Well over a month went by no show for him. Then on 10/19/23 a third Rep came and did the work order. He added on work to be done not related to roof. Told me the insurance will cover it, even though the claim was closed. He told me work would start in 4 to 6 wks. In 1 wk my $6401.20 ck was cashed. After 4 wks I called the office several times leaving msg I never received a response. I called the Rep, he told me they were waiting for more funds from insurance. My insurance emailed them 11/06/23 my claim was closed and I was paid. I have heard nothing from them since. My porch roof has deteriorated greatly since July and it now has to completely rebuilt. I want out of this debacle. This company is unethical and customer unfriendly. I want all my money back!

  

  Business response

  01/16/2024

  We hate to here you’ve been dissatisfied with your service! 
  

  Quality service and workmanship is what we aim to provide for all of our clients and correcting mistakes which may have been incurred on our behalf is the quality standard upheld by Lexington Blue. 
  

  After reviewing your file it appears your job is ready to be scheduled. 

  We take full responsibility for shortcomings in communication as a result of sales representatives leaving the company. 

  We called and left a voicemail earlier this afternoon to address scheduling, and as you may well know, we are beholden to the weather when installing roofs in cold conditions. 

  Our office will be in touch to schedule installation. 

  Should you still wish to cancel, please recall our 15% cancellation fee. 

  Thanks. 

  Customer response

  01/24/2024

  
  Complaint: ********
  I am rejecting this response because:
  "We hate to hear you've been dissatisfied"

  I've been waiting 6 Months and nothing has been done.

  I'm supposed to be Satisfied!  Really.

  "After reviewing  your file, appears your job is ready to be scheduled"

  I wonder what triggered that!

  "Recall 15% fee"

  Recall your Restoration Agreement clause which states " Agree to complete repairs for exact amount awarded by insurance".

  You have violated this by sending ClaimsXBuild  11/06/2023 email (which I have) to *** requesting more money for repairs not related to roof replacement. *** Rep replied claim was settled.  You evidently kept at it for the next 2 and a half months without communicating with me. Who knows how long the wait would have been if not filing a complaint.

  I want to cancel this job 

  Hope you show a little understanding and fairness.

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

  Customer response

  02/05/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID *********

  Regards,

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The contract was initially signed 9/16/2023. A 50% deposit was required on that date as well. Deposit was made. After 2 different representatives left the job, job was not fulfilled with no follow up on the part of Lexington Blue. I had to personally go to meet the manager who was flippent and snide and again lied. We agreed on a resolution, but the weather interfered. I was not contacted after this except by a technician who said some materials were left off the initial contract and he needed to do a small amendment with my insurance company. I took care of that and I told that company representative that I did not want my roof done now until spring as it was too cold. 3 days later my roofing material arrived on my neighbors yard, unscheduled and with temperatures so cold, the bonding materials were ruined. By this time the general manager was handling as I refused to deal with the manager. Lies were told by both members of management. Materials were delivered without approved work date, damaging said materials. On promised scheduled installation date, Workers did not show until 2pm and it is dark at 5:30pm working in the darkness?? Shoddy and incomplete work, incorrect materials were used, no flashing was installed. Since they had not fulfilled their end of the contract I asked for a refund yet they pressed on and made promises, only to leave me with a very poorly done and incomplete roof. They then sent an invoice for balance due for work completed, no follow up. Also, the general manager promised face to face to be here on site the entire job to make sure it was done to the highest level. After he oversaw the morning delivery of the incorrect roofing materials, he was not seen again. I now have to get another contractor involved. I have already spent nearly 40 hours dealing with this company and I want a full refund plus time and mental anguish. Also, I had requested a quote on replacing my gutters 6 times and they sent a rep to measure, still no quote.

  

  Business response

  01/10/2024

  Spoke with *** ****** on the phone earlier today. 

  A rough estimate of repairs to be made has been created. 

  I'm sitting with our Repair Lead this afternoon to share this list. 

  We'll schedule a time next week to visit *** ******** property, make an exact list of repairs and calculate the correct amount to credit her account. 

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am NOT rejecting this response, I just don't feel there is any need to respond when nothing, other than a phone call, has been done yet. You have only given me 7 days to respond, yet their representative has not contacted me this week, nor would I expect or have anyone on my roof in these frigid temps. I will only be able to respond that I am satisfied after someone has reinspected my roof and front cut outs and has made the necessary repairs and bill adjustments.  Phone calls with this company does in no way indicate action will be taken. Until the job is completed properly, I will not be able to to respond positively, nor will I consider the case closed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  October 10,2023 lnitially Good faith money paid October 16,2023 Agreed to replace roof in 4 to 6 weeks After 6 weeks expired with no communication called office twice to determine when work would be done No return phone call Went to office Told my salesman needed to submit more paperwork and I should contact him My salesman did call me and said it was a mistake They saw a failure that occurred prior to money being paid Still no word about a work date Then I was told my salesman needed a change order to add downspouts which I was told they could not do and I had already dealt with Next it was a change order to add flashing around furnace vent date 12/7/23 Called office again on either 12/6 no return call and no answer Salesman is communicating but I am still waiting for change order to add flashing and waiting a date roof will be replaced which I thought would be before Thanksgiving.

  

  Business response

  12/19/2023

  We sincerely apologize for any dissatisfaction you've experienced with our service.
  

  At Lexington Blue, our commitment is to provide exceptional service and workmanship to all our clients, and rectifying any mistakes is a top priority for us.
  

  Upon receiving the change order from your Sales Representative, your job has been promptly moved into the Approved status. We are currently in the process of composing a material order to facilitate your installation as soon as possible. Once your job is ready for installation, we will reach out to you to schedule it at your convenience.
  

  We appreciate you bringing the status of your job to our attention. Your satisfaction is of utmost importance to us, and we are dedicated to ensuring a smooth and timely completion of your project.
  

  Thank you for your understanding.
  

  
  

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