ComplaintsforLexington Blue, Inc.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Elderly Mother had Lexington blue install a new roof on her home and within a few months it began leaking. They have attempted to repair it 3 or 4 times in the last several months and it’s still leaking, I have talked to several people and even visited their office, and her roof is still leaking. I hope someone will read this that can help us get this problem resolved. Thank You, **** *****

  

  Business response

  11/01/2022

  Dear Mr. *****,
  
  Thank you for the feedback, Sir. I apologies for the prior experience that you had before the restructure within the company. I have taken over as Lexington Blue’s new General Manager which is when Mr. ***** and I first spoke. Lexington Blue reacted quickly and repaired Ms. *****s leaking roof within the same week. Lexington Blue has since added additional staff members to meet the needs of our customers. Lexington Blue love everyone and we want to ensure that as we move forward, we express that emotion and professionalism to our customers by providing great communication, follow ups, and superior execution. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  8-10 weeks ago someone from Lexington Blue was going around the neighborhood signing people up to get their roof repaired after bad hail damaged everyone's roof. They said they would work with our insurance to get it covered by the insurance company. They worked with insurance and got our claim pushed through. Then they had us sign a contract and sign over the check from the insurance company as a down payment. They said they would work to try and start in 3-4 weeks. It has been 8 weeks since we signed the contract and they cashed our check and I can't get in touch with anyone and they have not started work on our house. I have called several times, nobody answers and nobody responds to my voicemails. At this point they have taken $14000 from me and they are not doing any work and they are not returning my calls. It seems like they have stolen a significant amount of money and run. At this point I can trust them and I just want my money back.

  

  Business response

  10/05/2022

  Dear Mr. and Mrs. ******:

  Hunter quite without notice - **** ******** is the Sales Manager - I have passed your concern to him - He is contacting you this evening.

  We are wanting to put your roof on asap.  I will have ***** our Production Manager contact you when he returns from family sickness. Hopefully it maybe tomorrow.

  Any questions give me a call at ************

  Customer response

  10/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home that had its roof replaced 4 years ago by Lexington Blue. The roof is still under warranty until December 2023. In July 2022, we had the home inspected and there are a few things that needed to be fixed with the roof including, but not limited to, a leak in the attic. I called Lexington Blue to come out, and after insuring they had the warranty in my name and the warranty information was correct, they told me I needed to speak with ********* to schedule services and gave me her direct line which only goes to voicemail. I have called and left voicemails 6 times now and they still have yet to be returned. Every time I call, the first person acts as though this is the first time she has heard of my issue, checks the warranty info, and then passes me on to *********. I have also emailed ********* twice. I am beginning to wonder if ********* is a real person or if she is just a means they use to get their customers who want to make use of their warranties off their back. It has been over a month and I have never heard back despite my persistent phone calls and emails. I have now had another roofing company come out to fix the leak in the attic and a water stain. The wood was completely rotted and needed to be removed and the water spot needed to be treated. I would like a refund on the warranty orfor Lexington Blue to pay for this repair considering it was leaking and had to be fixed, was under warranty, and they would never call me back to schedule this fix.

  

  Business response

  10/04/2022

  I called and talked with Ms. ****** ***** and apologized for the lack of communication from the Production/warranty dept.  We have hired a new production manager to run our installs and warranties. She is going to email me her paperwork that she received to fix the damaged wet wood. 

  Customer response

  10/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contract was signed before winter of 2021. Then they could not perform because of the whether. And now they do not want to perform the work as per contract. I even have paid 50% of the total cost at the time of the contract signing. Work never started and now they demanding more funding to start the project.

  

  Business response

  04/05/2022

  Mr's process started November 18, 2021 with a contingency agreement for roof inspection and the start of the insurance process. His physical work order (specifying details of the installation) was signed on December 4, 2021. Upon receipt into the office and during the work order review process, several items of significant importance were found which need to be corrected prior to the start of installation.
  There are three issues to resolve: 1) the shingle color desired by Mr is at an increased cost. Mr can select an available color at the current price point, or he can maintain the desired color at additional out of pocket cost. 2) Lexington Blue cannot perform the interior labor, and all interior funds are to be removed from the contract total and will remain with the homeowner. 3) Code upgrades to the residence for compliance have an approved value by the insurance company and will be released by them upon completion of the reroof project with photos.
  Lexington Blue has been accused of requesting more funding to start the project. We are requesting a change order be signed to ensure appropriate compensation to Lexington Blue for the work to be performed. These values were set by the insurance company. Lexington Blue Corporate has not requested any of these additional funds be paid to us prior to work start. The deposit check has been placed in escrow for the active production phase of the project. Again, we cannot begin the project until the three issues have been resolved.
  We had several Senior Claims Specialists reach out to Mr multiple times to resolve the issues prior to Christmas 2021. These representatives advised that Mr would not agree to necessary changes for no additional out of pocket expense.
  Production reached out to Mr in January 2022 via email expressing issues must be resolved to proceed. Production advised Mr of what the issues are, why the changes need to be made and gave functional options. Mr never responded.
  Mr ran into another representative in the field for an update, and production advised the representative that Mr needs to resolve the issues at hand to be able to install.
  March 24th, Lexington Blue's General Manager resent the original email from Production to Mr, who responded 3/29 "I do not want to get only roof done but as per contract I want the work to be performed as signed by me and your agent inside and out.
  Also in signed contract it is clearly stated the product name and quality.
  And the balance of the 50% payment will be paid in full at the completion
  of the work.
  
  You should be abide by the contract also.
  
  I have waited long enough.
  
  So before it gets more damage and makes thing worst, I suggest please get the work started and complete it sooner then later."
  The shingle "Owens Colonial Slate" per the work order does not exist. Owens Corning is a manufacturer, and the price point for shingles in the work order are for the Oakridge line. There is no Oakridge Colonial Slate. The color desired is an upgraded color, at additional cost out of pocket.
  In regards to Mr's statement "Lexington Blue should be abide by the contract also." Our work order states that production can commence when paperwork has been received in its correct format- currently the work order is not correct.
  Mr wants work to be performed "inside and out"- per the work order the contract must be approved by Lexington Corporate Office of Lexington Blue, and that portions of the contract are subject to cancellation. Lexington Blue has expressed that we are cancelling the interior portion of the work order.
  Mr has stated he would like for us to complete the installation to prevent more damage. Lexington Blue is ready and prepared to handle the roof installation for Mr as soon as the work order reaches an appropriate and functional/possible status.
  Production advised Mr 4/1/22 that we will begin working this week (week of of 4/4) on scheduling an installation for next week. Production has again advised Mr that we must have a valid color and get the change order completed for us to proceed. Mr does not appear to comprehend that his shingle does not exist and refuses to accept that Lexington Blue has advised we are cancelling the interior and Lexington Blue needs to add the PWI to install.
  We have sent his change order again in digital format for electronic signature with a drop-down list of acceptable colors.
  
  
  

  Customer response

  04/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It doesn't meet the requirement.
  New contract costing me much more then the original one and they don't want to perform the repair inside.
  
  

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