Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First sales contact was on 7/30/24. Contract signed prior to work beginning on 8/23/24. No issues with product or workmanship. Issue is that we were charged an additional $4400 for work done when more rot was found. According to the contract ECMR had a contractual requirement to inform us and we agree to the additional charges. We were never told of this additional work until the job was completed despite the fact that we were home the entire time. I was able to talk them down to $4400 from $4700, however, because we were pressured by ECMR to just pay the extra because the work had been done already and they said they were giving us "a really good deal". There were no other issues other than this breach of contract.

  Business Response

  Date: 09/20/2024

  ECMR acknowledges the homeowner's claim regarding the additional charges for work done to address unforeseen rot. We maintain that we acted in good faith and in accordance with the terms of the contract.
  Regarding the homeowner's claim of pressure to pay the additional charges, we deny any such coercion. Our team simply explained the situation and offered a fair price for the additional work. We believe the homeowner's decision to accept the reduced amount indicates their satisfaction with the pricing.
  It's important to note that the additional work was performed at the homeowner's request. After the initial installation was completed, the homeowner expressed dissatisfaction with the appearance of their existing fascia, which did not match the new boards. We offered to replace all the fascia boards, but the homeowner declined due to cost concerns.
  As a result, we only replaced the boards that were rotted, as originally agreed upon in the contract. The additional charges were incurred due to the homeowner's subsequent decision to have additional fascia boards replaced.
  ECMR believes it has fulfilled its contractual obligations and provided a quality service.

  Customer Answer

  Date: 09/23/2024

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

  ECMR did not have anyone on site that spoke English therefore there was no communication.   There was never any extra cost verified with myself or my husband until the end of the project when I pointed out damages they had done and they were going to fix it with spray foam and paint over it.  We were floored when we were told of the additional costs.  

  Not paying the additional costs was not an option due to extreme pressure from several company representatives. 

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

  Business Response

  Date: 10/01/2024

  BBB received confirmation from the consumer that all issues have been resolved with the business.

  Customer Answer

  Date: 10/01/2024

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

• Initial Complaint

  Date:07/08/2024

  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.

  I keep getting solicitations from this business via email and phone after several times of asking them to stop.

  Business Response

  Date: 07/09/2024

  Our last correspondence with this customer was on the phone where he asked us to circle back with him later.  We then reached out via SMS and Email and received no response.  Now that we know he wants to be removed, we have removed him from all of our contact lists and he will not be contacted again.  We do not contact customers that do not want to be contacted.

  Customer Answer

  Date: 07/09/2024

   
  Complaint:********
  
  I am rejecting this response because: That is not true they kept contacting me even after I requested they do not.

  I have over a dozen  text and email messages to prove
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service 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.

  Paul F******, our rep for ECMR, guaranteed a quick solution to our leaking roof. This project did everything but fix our leak, and has been nothing but expensive and frustrating. The initial quote for time and materials was way off. Our initial roof project was scheduled to be a one day, quick job, which turned into 4 days and 2 days of missed work on my part. The sales and service aspect of this project was brutally mismanaged and miscommunicated from the beginning. Once the roof was “completed”, the first heavy rain storm brought water into our home from the exact same spot that was guaranteed to be fixed. The ECMR team has performed water tests, recommended chimney people, all of which have been fruitless. Most recently, a specialist referred by ECMR has determined that the fascia board surrounding the trim of our roof is cracked, rotted and should have obviously been replaced with the initial roof repair. We’re now trying to get ECMR back over for the fascia board, but Paul and the Quality Assurance representative have been blatantly dodging us now for weeks. We’ve called both the QA specialist and Paul multiple times and we’re being ignored. We’re >6 months into this and still have no solution, and we are stuck with water damage and an entire wall down in our hallway until the roof is fixed. Currently, we’ve spent $25,000 on the roof, $800 on chimney repairs and hours and hours of frustration and missed work. We want ECMR to honor their guarantee that our roof will be leak-free, OR we want our money back.

  Business Response

  Date: 09/25/2023

  We sincerely apologize for the inconvenience and frustration you have experienced. At East Coast Metal Roofing (ECMR), our primary goal is to provide our customers with the highest quality service and workmanship.

  After completing the roof installation and learning about the persistent leak, we promptly initiated investigations to ascertain the cause. Our assessments, backed by several tests, indicate that the chimney may be the continuing source of the leak. We are currently conducting further water tests on the chimney, with your permission, to definitively address the issue.

  We have also addressed your concerns regarding the fascia board. Communication is crucial, and we want to emphasize that we have been in active discussions with you. As reaffirmed by our conversation today, we remain fully committed to collaborating closely with you to reach a satisfactory resolution.

  The challenges you've faced, especially the disruptions and damage inside your home, weigh heavily on us. We apologize for the difficulties and are dedicated to ensuring that the trust you placed in ECMR is upheld.

  Thank you for your patience and understanding. Your feedback plays an essential role in our commitment to continuous improvement and enhanced customer service.

  Customer Answer

  Date: 09/25/2023

   
  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.
  

  I am appreciative of ECMRs efforts to rectify the situation and make things right.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/28/2022

  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.

  Aug 14,2022 I met with ********************* from East Coast Metal Roofing. We discussed metal roof option for my roof. To hold a spot until I made a decision, he asked for a 1/3 amount of total price of roof check to hold my space until I made the decision to move forward with roof. Total cost of roof *****. 00 check for ******** was written out- with the promise it would NOT be cashed. He stated I could cancel at any time- before materials were delivered....and that my check would NOT be cashed before decision was made. I was reassured Materials would not be ordered until I contacted him. I have 2 witnesses that were contractors in my home and my adult children as well. He had me sign his computer and I was under pressure to sign as he was speaking quickly, moving through slides about the company. I TRUSTED HIS WORD. The company is NOT acting in Good Faith. I canceled on Aug ****** as I have an emergent issue to deal with in ******* out of my control. I emailed ***. I spoke to **** and the owner **** who stated I was out the 30% for a cancelation fee DESPITE what his employee stated in my home. I explained my situation. They were rude. No permit was EVER issued according to my town building inspector. No materials have been delivered. I'm out $15660 that's A LOT of money for anyone, especially a single Mom, who had a situation out of my control. I feel I was lied to and they are not acting in Good Faith. I offered to pay a smaller fee. That was laughed at by ****. That is 1/2 of my yearly salary they took. I received a check "for the difference of cancelation fee and my amount $17500 sent in which was $1840!!This is not good business. NO where on the piece of paper he gave me said 3 days. I was under the impression my check would not be cashed until a decision to move forward was made. I was told that by *** the salesman with witnesses. Desired resolution would be a $5000 cancelation "fee" and the rest of money returned as they have all materials in their possession

  Customer Answer

  Date: 09/28/2022

  Enclosed are the papers sent to me via email.  I offered $5000 just to attempt to get most of my money back....to cover *** the salesman to come out, the man that came out to measure sky lights and the skylights they "ordered"  

  No permit was ever given. No check was ever cashed according to the town building inspector.  So they did not lose any money for the permit. 

  The owner **** said they lost money for the permit, the workers time and the skylights. I attempted to help the situation. 

  Business Response

  Date: 10/07/2022

  On August 14th, 2022, *************************** entered into a contract with ECMR to replace her roof with our aluminum shingle system.  As stated clearly in the contract package, there is a 3 day rescission period where the customer can cancel and get a full refund.  After the rescission period, we deposited the down payment check. The product was ordered on August 23rd from our manufacturer.  The roofing system is made to order for each customer.   We spoke with *** and he did not say that they could cancel anytime before the materials were delivered and did not say that the check would not be cashed.  We followed our standard procedure of depositing the check once the rescission period was over and immediately ordering the materials.  We applied for a permit and received a note from the building department stating that the homeowner rejected the permit because ******* called, going with someone else.  I have attached a photo of the note received from the building department.  We appreciate the offer of $5,000 but that does not cover the cost of the materials and we should not have to take a loss on this when we have withheld our end of the contract agreement.

  
  Heathers statements about the paperwork not stating that she had 3 days to cancel is completely untrue.  Page 1 of her contract package refers to the rescission period. In addition, page 3 is the Notice of Cancellation form in the documents she uploaded. On this form it says in the first line You may cancel this transaction, without penalty or obligation, within 3 business days from the above date.  The above date was 8/14/2022 the date the contract was signed.  ******* uploaded this form showing she had it in her possession.

  
  We have ***************************** materials in our warehouse and are ready to start installation as soon as this is resolved.  She will have a lifetime warranty and never need another roof again.
  ******* offering to give us $5,000 to settle and walk away from the contract insinuates that we are not in the wrong on this matter.
  

  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18019141
  
  I am rejecting this response because: *** did in fact say he would HOLD THE CHECK. HE DID IN FACT SAY IN FRONT OF CONTRACTORS WORKIMG AT MY HOUSE AND MY CHILDREN WE COULD CANCEL AND CHECK WOULD BE HELD UNTIL A DECISION WAS MADE. THIS DID NOT HAPPEN. THE PEOPLE PURCHASING THE HOME DO NPT WANT A METAL ROOF. THEY WANTED A SHINGLED ROOF

   I DO NOT WANT EAST COAST METAL ROOF ON MY PROPERTY. THEY DO NOT ACT IN GOOD FAITH. NO PERMIT WAS EVER GIVEN TO THEM. NO PERMISSION TO CASH THE CHECK WAS GIVEN.  

  I HAD THE CONTRACT IN AN EMAIL GIVEN- THAT WAS NOT WHAT WAS SIGNED THAT DAY. I'LL BE GLAD TO GIVE MY SIGNATURE 
  
  Sincerely,
  
  ***************************