Business Profile

Roofing Contractors

Lexington Blue, Inc.

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Pattern of Complaints

Complaints

This profile includes complaints for Lexington Blue, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

56 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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Submit a Complaint

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:04/14/2025
Type:Billing Issues
Status:
UnresolvedMore 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 an unsolicited visit from a Lexington Blue representative on July 25th. She did a cursory examination of our roof, and found some missing shingles and storm damage. She wrote up a Restoration Agreement to replace the roofing. Our insurance company approved this and sent us a check for the work. We signed over the insurance check for $11,001.11 to Lexington Blue on August 17, and signed the contract for a roof replacement. Work was expected to begin in October. We heard from the Rep to watch for emails and communications about the job. The only email we received was on August 28 letting us know that Lexington Blue filed for a supplement from the insurance company. After that, nothing. I texted the Rep several times in October to find out when the work would begin, but did not hear back. I later learned through her Facebook posts that she no longer worked there. On November 1 my husband and I went to the Lexington Blue office to get a date scheduled for the roof replacement. We were told that they were "waiting on the supplement." I gave them a letter I received from the insurance company stating that the supplement would be paid upon completion of the work. I asked the office manager for a tentative date for the repair. She ripped out a piece of notebook paper and wrote, "looking at 3 - 4 wks for an install." Nothing happened. No word from Lexington Blue to reschedule. I sent an email a couple weeks later but no response. Since then - nothing. I feel that we have been scammed. I see that Lexington Blue responded to complaints on the BBB website, and state that they are sending weekly emails to people in their queue to update them. We should have been in their queue since August, and have not received any emails. At this point, the only acceptable recourse is a full refund. I am sending a demand letter to Lexington Blue, and I will not pay a 10 - 15% cancellation fee. I question whether they ever had any intention of doing my roof.
Business Response
Date: 04/15/2025
Dear Ms. **********,
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience caused by the delays and lack of communication surrounding your project.
We acknowledge that your project was impacted by several factors, including the transition of your original representative, extended supplement approval timelines with your insurance provider, and severe winter weather conditions that affected our scheduling across multiple locations.
We understand the importance of clear and consistent communication, and we are actively working to improve our systems and accountability. That said, we regret that you did not receive the weekly updates you should have been included in—we take full responsibility for this oversight.
We have already sent the refund agreement to you and are happy to process the refund in full upon receipt of the signed agreement. As with all such requests, we aim to process refunds in a timely manner and will confirm once it is completed.
Again, we truly apologize for your experience and appreciate your patience as we work to resolve this matter promptly.
Sincerely,
**** *********
Lexington Blue
Customer Answer
Date: 04/16/2025

Complaint: ********

I am rejecting this response because:
I cannot accept this response until I see the refund agreement. I am leaving to go out of town for a week tomorrow, so I will not get the mailed response within the 7 day time period. I need to request to come to the Lexington Blue office tomorrow morning, April 17, to see the refund letter in person. Or alternately, Lexington Blue could email a copy of the refund agreement. Thank you.

Sincerely,

***** **********
Initial Complaint
Date:03/24/2025
Type:Customer Service 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.
I signed over Insurance check to replace my roof and it's been over 6 months and they still have not replaced my roof or given a date to install the roof.
Business Response
Date: 03/26/2025
Dear Ms. ********,

Thank you for bringing your concerns to our attention. At Lexington Blue, we are committed to providing exceptional service and maintaining the highest standards of quality in every roofing project we undertake. We genuinely apologize for any frustration or inconvenience you have experienced regarding the timing of your roof installation.

To clarify, your contract was signed during the winter of 2024, with the understanding that the installation would take place in the spring. As part of our commitment to ensuring a properly installed and long-lasting roof, we avoid installations when temperatures fall below 40 degrees or when inclement weather poses a risk to the integrity of the roofing system.
We have confirmed that your installation is scheduled for the second week of April, and this timeline was communicated and agreed upon in writing. While we strive to complete all projects as quickly as possible, we prioritize quality to ensure the best outcome for our customers.

We truly value your patience and understanding. If you have any further questions or if there is anything else we can do to address your concerns, please feel free to reach out to us directly as our Branch Manager in the Louisville location has kept open communication.

Sincerely,
**** *********
Lexington Blue
Customer Answer
Date: 03/27/2025

Complaint: ********

I am rejecting this response because: They lied! I have not heard from them at all. Local news did a story and they wouldn't talk to the reporter. The contract was signed in September not winter and work was supposed to be done with 4 to 6 weeks and no one has informed me of an installation date. They are running a scam and WDRD has gotten more complaints since the story aired. I have contacted the KY Atty General office, I believe they are opening an investigation. Please hold them accountable for the public good.

Sincerely,

***** ********
Business Response
Date: 03/28/2025
Hello Ms. ********,

We appreciate the opportunity to address your concerns. We attempted to contact you throughout the winter via phone and email to provide updates but were unsuccessful in reaching you. On January 30th, our Branch Manager from the Louisville location texted you, and you responded at 11:49 AM, confirming and agreeing to an installation during the second week of April.

Given that your contract was signed at the beginning of winter, we adhered to our policy of not installing roofs in cold or inclement weather to ensure the quality and longevity of your roofing system. We are approaching your scheduled installation date and fully intend to proceed as agreed.

We also want to clarify a point mentioned in a recent news story stating it has been 10 months since signing your contract. In reality, your contract was signed at the end of September, with initial delays resulting from the process of obtaining insurance coverage for your roof.

We value your patience and understanding and remain committed to delivering a high-quality roof that meets our standards. If you have any further questions or concerns, please don’t hesitate to reach out.

Sincerely,
**** *********
Lexington Blue

Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because: On January 30, someone called and said they would be in touch weekly if needed, becauseI expressed my concerns on how long it was taking, I needed a roof remember. You did Not have a date at that time and I haven't head from anyone since. It's been 6 months since the contract was signed and you have had over 11,000 paid. Why are you avoiding the media and my phone calls, if you are on the up and up? If you intend on replacing my roof 2nd week of April, what day, exactly? Please provide a certificate of Insurance showing Liability and Workers Compensation insurance carriers listing me as an Additional Insurance, I will need that before you start working, you may email the certificate to *****.********@********.com.
FYI, since the WDRB report, several more people have come forward with complaints on your company. Those complaints have also been submitted to the KY atty generals office for further investigation.

Sincerely,

***** ********
Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because:
On January 30, someone called and said they would be in touch weekly if needed, becauseI expressed my concerns on how long it was taking, I needed a roof remember. You did Not have a date at that time and I haven't head from anyone since. It's been 6 months since the contract was signed and you have had over 11,000 paid. Why are you avoiding the media and my phone calls, if you are on the up and up? If you intend on replacing my roof 2nd week of April, what day, exactly? Please provide a certificate of Insurance showing Liability and Workers Compensation insurance carriers listing me as an Additional Insurance, I will need that before you start working, you may email the certificate to *****.********@********.com.
FYI, since the WDRB report, several more people have come forward with complaints on your company. Those complaints have also been submitted to the KY atty generals office for further investigation.
Sincerely,

***** ********
Business Response
Date: 03/28/2025
Dear Ms. ********,

We truly apologize for any frustration and concern this situation has caused. Our goal is always to maintain transparent and consistent communication, and we regret that you feel we have fallen short in this regard.
To clarify, on January 30, our team did confirm with you that your roof installation was scheduled for the second week of April. We understand your desire for a specific date, and we will have our Operations Manager contact you directly within the next 24 hours to confirm the exact installation date.
We also acknowledge your request for a certificate of insurance listing you as an Additional Insured. We are happy to provide this documentation before work begins and will email it as requested.
Regarding the concerns raised about communication, we strive to address every inquiry in a timely manner. We apologize if you felt we were avoiding contact — that was never our intention. We are committed to improving our communication process moving forward.
We take all feedback seriously and value the opportunity to complete your project to your satisfaction. If you have any further concerns, please feel free to reach out.
Sincerely,
***** *****
Lexington Blue
Customer Answer
Date: 04/02/2025

Complaint: ********

I am rejecting this response because, no one has contacted me to set up times or provided a certificates. You have had the money to replace my roof for 6 months, surely you work more than 6 months out of the year. Please let your next response come with action like a date you will be here and a certificate. I was told you had your equipment repoed .At this point, I don't know if you even have insurance. I am very unhappy with the way your company has responded or lack there of. I ask the adjuster it that was normal on the time period and she said absolutely not. You are playing a game with people's money and some speculate insurance fraud. BBB, do not remove this complaint, other people need to know what is going on with this company. PS my roof leaks are you paying for that, it's causing more damaged?

Sincerely,

***** ********
Initial Complaint
Date:03/17/2025
Type:Billing 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.
On September 10, 2024, we signed over an insurance check for $5887.66 to Lexington Blue for them to replace our roof which was in very bad shape. They said work would begin in 6 weeks. We called to report a leak in the roof a month or so later, and they said they would patch it, but they never came. As of March 2025, we appear to be #66 in the queue. ****** ***** informed me in a phone conversation on March 5 that he would send me paperwork to cancel our contract (upon my request) and that we would receive a refund in 3 months. I called multiple times and left messages with no answer. On March 10 he texted to say he would get back to me when he could. Since then all my messages have gone unanswered, and the business blocked me on ********. I want a refund so I can take my business elsewhere.
Business Response
Date: 03/28/2025
Dear *** ********,

Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in your roof installation. As your contract was signed during the winter months, we scheduled your installation for mid-April, which was communicated between you and ****** *****.
We understand your frustration and want to reassure you that we are committed to addressing your concerns. As discussed, we have agreed not to withhold any portion of your deposit if we do not meet the agreed-upon timeline by the end of April. We also understand that you have recently requested a refund. ****** received your request via text message today, and we are promptly sending over the necessary paperwork to initiate the refund process. We will continue to honor the no-holdback agreement on your contract.
We appreciate your patience and understanding throughout this process. Please feel free to reach out if you have any further questions or concerns.
Sincerely,
**** *********
Lexington Blue
Customer Answer
Date: 03/30/2025

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,

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

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:03/11/2025
Type:Billing 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.
Lex Blue received a down payment of $7,589.88 on September 17, 2024 for a roof repair order which was approved by my home insurance company. As of March 10, 2025 they have not started the work and have made communication very difficult. Their representatives do not answer their phones and because their mail box is full messages cannot be left. This company is a complete sham.
Business Response
Date: 03/28/2025
Dear Mr. ********,
We apologize for the inconvenience you have experienced. With your contract coming in at the end of fall, it was inevitable that your roof installation would need to be scheduled for the spring due to the rough winter we encountered. Unfortunately, the weather has set us further behind than anticipated, but we currently have you scheduled for a late April / early May installation.
Our Lexington Operations Manager has been in contact with you and will continue to provide updates regarding your installation. We truly appreciate your patience and understanding as we work to complete your project
If you have any further questions or concerns, please feel free to reach out.
Sincerely,
**** *********
Lexington Blue
Initial Complaint
Date:02/03/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Replace roof. Promises made from company that someone will be in touch with us, no response Check paid to Lexington Blue Scheduled in October Drove tot he office. spoke with receptionist. Mentioned being behind in repair, but someone would contact client. No contact
Business Response
Date: 02/13/2025
Thank you for reaching out and sharing your concerns. We sincerely apologize for the delays in communication and any frustration this may have caused.
Our team has been in contact with *** ***** to discuss his roof replacement. Unfortunately, due to colder temperatures, we have been unable to schedule many projects, as weather conditions impact the installation process. However, we are actively working through our client list and have set a tentative installation date for his project, pending suitable weather conditions.
We truly appreciate your patience and understanding as we strive to ensure quality workmanship on every installation. If you have any further concerns, please don't hesitate to reach out—we are happy to assist.
Sincerely,
Lexington Blue
Customer Answer
Date: 04/23/2025

Complaint: ********

I am rejecting this response because: Todays date: April 23 2025 - October 2024. Paid deposit for new roof. If you check my previous complaint, nothing has changed and the repairs have not been started nor completed. Recently, we were contacted by a representative name *** ***** ******** from the company apologizing for the company and stating they are under new management and when the weather breaks, they will get our repairs underway. Needless to say, we have been trying to reach him and there has been no response. At this point, we would like our money refunded as this company appears to lack professionalism and this has been extremely disrespectful to our time and money. Can you please advise.... thanks
Desired Resolution: 5074.76
Order **********

Sincerely,

******* *****
Initial Complaint
Date:01/29/2025
Type:Customer Service 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.
Paid, but no work. No working numbers. No contact
Business Response
Date: 01/29/2025
Hello *** *******
I hope this message finds you well. I believe ***** has been in touch with you over the past several days. She noted that our phones were down yesterday when she spoke to you; however, she followed up with you today and is coordinating with our production team to provide you with a status update.
I apologize for any frustration this may have caused. Please rest assured that we are committed to communicating with you and resolving your concerns as quickly as possible.
Thank you for your patience and understanding.
Initial Complaint
Date:01/20/2025
Type:Order 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.
Lexington Blue is in breach of contract. We signed a contract for home repairs on 4/10/24, to include a new roof with trim, new gutters, siding replacement on entire house & interior work involving new drywall, flooring, paint, etc. We filed a claim with our Insurance for damages caused from an early Spring storm. They estimated the cost of repairs to be almost $32,000. We signed the contract with their sales rep named ******* ***** & paid Lexington Blue a down payment for $17,000. We were told work would commence within 4-6 weeks. On May 4, 2024 our roof was replaced. However, the trim was not completed & gutters were not yet installed. ******* told us they were waiting on materials & would be back in 2-3 weeks to complete the rest of the contracted work. That never happened. No further work has been done to my home since the May 4th roof replacement. After weeks of calling ******* to no avail, we finally spoke with another rep named ***** in July 2024. He proceeded to to us that ******* had been terminated from the company for theft/deception. Apparently Lexington Blue does NOT repair interior damages but ******* told us they did & Contracted about $11000 from us to complete that work. ***** stated he was taking over our project. He also claimed our insurer was not going to pay for the entire house to be sided, even though we were under contract for whole house replacement. We chose a different color & style as we were told it was covered. So, we again was deceived. Also supplement request sent to our insurer was canceled by Lexington blue for unknown reasons. Weeks went by again & no work done. Beginning of Sept 2024 all emails sent to ***** were being returned as undeliverable. We found that ***** had also been fired, along with others in management. We have been unable to get anyone with Lexington Blue to return our calls, emails, etc. We feel we are being ghosted & taken advantage of. Our insurer will not pay anything more if work isn't done by 3/01/25.
Business Response
Date: 02/21/2025
We appreciate the opportunity to address your concerns. Our team has been in contact with you regarding your agreement, and we have provided updates to your invoice as well as the interior work portion of your contract. We understand the importance of clear communication and timely progress, and to ensure the necessary steps are taken.
While there may have been misunderstandings regarding certain aspects of the project, we want to assure you that Lexington Blue has remained committed to fulfilling our exterior obligations. If you have any additional questions or require further clarification, we encourage you to reach out to our team directly. We are happy to assist in keeping your project on track.
— The Lexington Blue Team
Customer Answer
Date: 02/22/2025
I am rejecting the response because:Their response simply claims to have been in contact with me & are committed to finishing the work, but I have not heard from them since 09/24! The only work done on my home has been a roof that wasn't finished as they never completed the trim. Gutters were removed & never replaced with new ones. My roof has had no drainage from a gutter system since 05/04/24! If there's any further issues with the roof because it wasn't finished then they are responsible & will fix at their own expense. The interior work was included as part of the contract, amounting to aprox $11k. The total claim was aprox $32k. That leaves $21k as the net claim Lexington Blue agreed to. I've already paid $17k. They accepted the insurance repair est. & this amount COVERED the roof, trim, gutters, interior work & new siding for the house. We picked out a new color as the color on the house was damaged. My house has lost significant value because of unfixed damage. Our kitchen pipes keep freezing because the interior room that needs repaired is open to the kitchen & gets no heat. Lexington Blue must agree to complete the remaining work & any repair needed on the roof, due to their negligence. They must contact me as this work must be completed & submitted to Branch Insurance by 03/09/25. This is when the extension I requested from Branch Insurance ends. If the work is not completed by that date, they is responsible to do the work, at NO further expense to us. Once work is completed the net claim amount will be paid to them, less the portion that is for the interior work. At that point, we consider the work done, & paid in full. We will not be billed anything further. This is the amount they agreed to & as compensation to us. Or, they can send me a check equal to my deposit of $17k & we will hire another company. My husband & I feel they have taken advantage of us because we are disabled. ***** *******
Business Response
Date: 02/28/2025

We sincerely apologize for the delays and any frustration this situation has caused you. Your concerns are important to us, and we take full responsibility for ensuring your project is completed properly and in a timely manner.

We understand that there are outstanding items, including the completion of your trim, gutter installation, and interior work. Our team is actively reviewing your contract after our revisions we have already made and insurance agreement to ensure all remaining work is completed as originally agreed upon. We also recognize the urgency of finishing the project before the March 9th deadline, and we are committed to making that happen.

Additionally, we want to acknowledge that the office handling your project is now under new management. Unfortunately, previous staff members did not fulfill their responsibilities, which contributed to the lack of communication and delays in your project. Moving forward, our current team is dedicated to improving communication and ensuring all commitments are met.

To move forward efficiently, we will be reaching out to you immediately to discuss a timeline for completion and ensure all necessary work is scheduled as soon as possible. If you have a preferred time for us to contact you, please let us know.

Again, we truly regret the inconvenience this has caused and appreciate your patience as we work to make this right. Our goal is to restore your confidence in us and complete your home repairs to your satisfaction
Customer Answer
Date: 03/04/2025

Complaint: ********

I am rejecting this response because: I have not been contacted, no work has commenced and it is already March 4th. The insurance deadline is March 9th! Also, the repairs remaining and must be completed INCLUDE: Roof trim, new gutters system, the interior work promised by contract AND siding replacement on the entire house! Yet again, per their response, they're under NEW MANAGEMENT! This isn't the first time either! The customer shouldn't have to PAY for their incompetence. This has been handled completely wrong, and we've been treated unfairly starting with the first Salesperson ******* ***** and his termination from their company. Look, I just want my house fixed as promised and as agreed upon in the contract. That deadline is only 5 days away! After that, this is on Lexington Blue! I will still insist all work be completed but Lexington Blue will pay for everything as Branch Insurance will not pay after that date! I will not be responsible for their breach of contract, and for the deadline missed by them. You said you are going to contact me and fix this. Where's my phone call, email, etc.? Time is ticking! Here's my email and number again so you can't claim you don't have it. Pls correct your errors!

Sincerely,

***** ******* ************* ********************
Business Response
Date: 03/05/2025
We believe we have already communicated with you regarding this matter. Our Branch Manager has spoken with you, and we would like to inform you that nearly our entire staff has been out with the flu this week, if you have tried to reach out during the last couple of days.
According to our records, the roof work has been completed, and the only remaining task is the exterior work, which we have been unable to finish due to weather conditions. Regarding the interior work, we were initially contracted to complete it; however, as per your request, we removed it from the invoice and excluded it from the scope of the project, upon your request. Which has already been communicated to you.
We appreciate your understanding as we work to resolve this matter.
Customer Answer
Date: 03/05/2025

Complaint: ********

I am rejecting this response because: Lexington Blue is misrepresenting the truth yet again. First of all it's nothing but excuses. The entire company out with the flu? And this is now my problem? You HAVE NOT been in contact with me since Sept 2024. Your claim is a lie. Weather delay for at least 10 months? Come on! We removed the interior work? Another lie! Your fired Salesperson ******* ***** removed the interior work, not us. He included it as part of the original contract, then a couple months later told us Lexington Blue couldn't do the work because "The interior contractor is not longer with the company ", which we found out later that was a lie as there was never a separate interior contractor in the first place, and Mr. ***** intended to defraud us, and was subsequently fired from Lexington Blue. So we NEVER removed that work, you did! Bottom line, weather delays don't take from May 2024 to present! You never intended to complete our repairs and pocketed the funds. I'm tired of the lies. Show me the proof you've been contacting us because I guarantee it does not exist. I've sent copies of emails, etc. I'm attaching more, and STILL have more i can send. This stress is wearing on my health and adding to my disability! Fix your errors now! Quit trying to make excuses and complete your contractual obligations! Oh, and the roof is not completed when you didn't finish the roof trim or gutters!

Sincerely,

***** *******
Initial Complaint
Date:01/02/2025
Type:Product 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.
Originally met Lexington Blue representative, **** *******, and signed an original contract on 2-29-2024 at 5:17pm. **** returned to have an itemized contract signed on 4-4-2024. Met **** at ******* **** to have the check from **** ********* ******* endorsed on 4-5-2024. Amount on the check was $11,513.18. After multiple calls and then walking into the establishment, the date was settled for a Thursday in July 2024. The day before the work was to be completed, ***** received a call cancelling the placement of the new roof due to restructuring of the company and it will be rescheduled in August. After no calls from Lex Blue, ***** went back to the establishment to ask for another date to have the roof work done. The date given was September 26, 2024. The job was cancelled due to hurricane ******. Once again no follow up from Lex Blue with a new date. At this point, we do not want a roof placed by Lexington Blue. We also want a check for $11,513.18 made out to the insurance company so they can have the money back. We will look into a new contractor in the spring.
Business Response
Date: 01/06/2025
Dear ***** & ***** *******,
Thank you for bringing your concerns to our attention. We understand the frustration you have experienced regarding the delays in your roof installation. **** ******* is no longer with Lexington Blue, and we apologize for any confusion this may have caused during your project timeline.
We acknowledge the delay in your installation was impacted by severe storms, which have created significant scheduling challenges due to our high customer base. However, we take your concerns seriously and want to ensure they are properly addressed.
I will personally review your case more thoroughly and have a representative reach out to you within the next three business days to discuss your situation further and find a resolution, including a review of your refund request.
Thank you for your patience and understanding as we work to make this right.
Sincerely, Lexington Blue Management
Initial Complaint
Date:12/30/2024
Type:Product 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 a restoration work order that we signed with Lexington blue on 9/20/24 to have them replace our roof. Had been working with them since April 2024 to get the insurance approval. They requested that the first check from the insurance company be sent to them as deposit. We sent them a check for $9771.90 and they cashed the check on October 16th. They were scheduled to come replace our roof on November 1. They never showed up. Called them and was told we should have never been scheduled for that day and they had 4 to 6 weeks to commence work from the time the check cleared. Never received any communication from Lexington Blue and I made multiple calls to see when they would be replacing our roof. Never received any communication call back. On November 27th which was the 6 week mark per contract and not hearing anything. I sent a certified signed receipt letter requesting our money back due to breaking of contract by the company on many issues. Have not received any response from Lexington Blue.
Business Response
Date: 01/06/2025
Dear **** ****,
Thank you for bringing your concerns to our attention. We apologize for the frustration and inconvenience you have experienced. At Lexington Blue, we strive to provide exceptional service and clear communication, and it is evident that we fell short in this situation.
Upon reviewing your file, we acknowledge the timeline you outlined regarding the roof replacement project. While our standard policy is to commence work within 4-6 weeks from the clearance of initial payments as long as weather and other circumstances do not appear as stated in the contract, we sincerely regret the lack of clarity and follow-up communication during this period.
We understand your disappointment regarding the missed installation date and the delayed responses to your inquiries. We take full responsibility for the breakdown in communication and the inconvenience this caused. As of my knowledge your certified letter received on November 27th has not yet been received however I will confirm with my colleagues and reach out to you.
To address this matter fairly, we are committed to the following actions:
Refund Review: We will expedite the review of your refund request and provide a clear update within 5 Business Days
Improved Communication: We have implemented additional internal measures to ensure better communication with our customers throughout the restoration process.
Our goal is to restore your trust and confidence in Lexington Blue. Please feel free to reach out directly to our office at [contact information] so we can ensure this matter is resolved to your satisfaction.
Thank you for your patience and for giving us the opportunity to make this right.
Sincerely, Lexington Blue Management
Customer Answer
Date: 01/13/2025

Complaint: ********

I am rejecting this response because:
One: your statement that you have not received the certified letter is clearly not true since I have a signed receipt showing that your receptionist signed for the letter. See the attached picture.
Second: I have been told through this whole process since April that Lexington blue would get back to me in “X” amount of days with follow-ups of which have never happened. I have had to reach out every single time to get a status update, which would always be met with more delays. It is day 4/5 of the supposed review for refund and I have not heard one word from Lexington Blue. I do not trust them to keep their word.
Sincerely,

**** ****
Business Response
Date: 01/21/2025
Dear **** ****
Thank you for sharing your concerns and giving us the opportunity to address them. After carefully reviewing your file, I want to provide clarification on a few points while also acknowledging where we fell short.
It appears we have not received communication from you since November 21, 2024. However, I recognize that we have not kept you adequately updated during this time, and for that, I sincerely apologize. Clear and timely communication is vital, and I regret that we did not meet your expectations in this regard.
Regarding your project, your insurance approval was finalized at the end of September 2024. Unfortunately, since then, unforeseen weather conditions and production delays have impacted our scheduling. To ensure fairness to all customers, we follow a first-come, first-served process for installations. While I understand how frustrating this can be, please know that we are working diligently to address these delays as quickly as possible.
Your concerns are completely valid, and I deeply empathize with the inconvenience and stress this situation may have caused. Regarding your refund, we have a standard process at Lexington Blue that requires all customers to sign a refund agreement. If you have already signed this document, I kindly ask that you send a copy to me at ***************************. If you have not yet signed it, please contact me at your earliest convenience so I can coordinate with our Finance Director to have the agreement sent to you immediately.
Rest assured, I will personally review your refund request and follow up with you directly to ensure this matter is resolved. Thank you for your patience and understanding as we work to make things right. Your experience matters to us, and we are committed to improving.
Sincerely,
***** ****
Corporate Marketing Manager
Lexington Blue
Initial Complaint
Date:12/27/2024
Type:Billing 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.
Lexington Blue solicited my business in April 2024. Insurance claim was filed, inspection completed and I made a payment to Lexington Blue in the amount of $8550.94, signed contract and received a receipt on 5/24/24. Delays in getting on schedule. Contract said 4-6 weeks. In late June I contacted Lexington Blue to inquire on what status was. After several attempts to reach someone and several voicemails later I speak with their office and they inform me a supplement is needed from my insurance. I call insurance and they tell me they haven't received a supplement request. Call back to Lexington Blue to get the supplement sent over. On 7/1/2024 I made a payment to Lexington Blue for the insurance supplement of $366.78. ***** requested to pick up the check from me personally at my home which I agreed to. He said to expect a phone call in the next few weeks to put me on the schedule. I did not receive any updates after 3 weeks so I called Lexington Blue and was told to expect a call by July 22nd. On 8/14 I called Lexington Blue and spoke with *****. He says I am on the schedule for 8/29. Long story short the same situation as before and the work is completed in late September. On 9/23/2024 I made the final payment of $3304.79 to Lexington Blue in person at their office and received an itemized receipt per my request. Per the receipt and my signed contract with Lexington Blue all debts were settled and the work was complete. I was assured there was nothing else owed and if there was, they would contact me and my insurance. On 10/31/2024 I was issued a warranty by Lexington Blue showing a completion date 9/23/2024. On 12/26/2024 I am blindsided by a notice of intent to file a lien on my property by Lexington Blue's supplier The ****** ***** ******** ******y in the amount of $4,251.15 if not paid in 10 days. Unacceptable. I paid Lexington Blue in full for this job. Lexington Blue owes their supplier $4,251.15 and they owe me an apology and an explanation.
Business Response
Date: 01/21/2025
Dear *** **** *****,
Thank you for bringing this matter to our attention. We sincerely regret the frustration and inconvenience you’ve experienced. At Lexington Blue, we value your business and strive to provide clear communication and a seamless experience for every customer.
We have reviewed the details of your account and timeline, and we appreciate you outlining your concerns. It’s clear that there were challenges during your project timeline, and we understand how this has added to your frustration.
Regarding the notice from The ****** ***** ******** ******y, we recognize the seriousness of your concern. While Lexington Blue received all payments as outlined in your contract and provided a receipt confirming your account was settled, supplier-related issues are handled independently. We are currently investigating this matter with ****** ***** to fully understand the situation and ensure it is addressed appropriately.
Please rest assured that we are committed to resolving this issue promptly. We will keep you updated as we work to clarify and resolve this situation with the supplier. If further action is required on your part, we will provide you with detailed guidance to protect your interests.
We greatly appreciate your patience and understanding as we work through this. If you have any additional questions or would like to discuss this further, please don’t hesitate to contact me directly at ************.
Thank you for allowing us the opportunity to address your concerns, and we apologize for any distress this situation has caused.
Warm Regards, Lexington Blue Management Team

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