Complaints

This profile includes complaints for Charm City Roofing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charm City Roofing LLC

  4701 Leeds Ave Halethorpe, MD 21227-1446

  
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  Charm City Roofing LLC

  620 Main St. Reisterstown, MD 21136

  

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:01/08/2024

  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.

  Received a $2,475.00 quote for roof replacement, but complications arose on the crew's arrival. They claimed the roof's wood needed replacement, and an unnamed individual insisted on 5/6 pieces of plywood from **** *****, assuring no additional costs. However, the bill showed a $640.00 plywood increase without explicit approval. Addressed this with Darius, the project manager, who offered a retrospective discount of $64.00, not aligning with the original quote. Frustrated, I felt pressured to pay without receiving an itemized bill. Between 1/4/24 and 1/5/24, multiple text conversations with Darius resulted in an agreement for a 50% refund on the change order charge. He insisted on removing reviews from social media and BBB for a refund by mail, an unusual method for a credit card payment. Shortly after refusing to comply with their demand to remove reviews, I received a response from the company owner on ******, falsely accusing me of "blackmail" and making "threats" to disparage their business. This baseless accusation has only escalated the situation, and I find it deeply troubling. The owner, not once, has ever called to discuss anything. His only form of communication was his disturbing response via ****** with my review. I have never sought free work or services. My only request is a fair resolution to the extra charges incurred without proper approval. I also feel uncomfortable and pressured by the company's response and their reluctance to provide itemized bills despite multiple requests. I find it perplexing how my expression of dissatisfaction through a review has escalated to this point. In my review, I simply shared my experience. It's disheartening to note that despite having already paid the balance, the owner is exhibiting strong-arm behavior by insisting on withholding my reviews until I receive 50% of the change order agreed upon by Darius. This approach seems coercive and contradicts the principles of fair and unbiased customer feedback.

  

  Business Response

  Date: 01/09/2024

  We are extremely transparent with our pricing and change orders. As roofing professionals, we know it is impossible to know the exact amount of wood to be replaced until we take up the roof. This is why the change orders are covered in such detail in the contract. 
  On December 20, 2023, our estimator Darius sent Ms. ********** an estimate. One of the first line items in the estimate states -Replace any rotted/damaged/insufficient roof deck sheathing if/as needed at $4/Sq. Ft. additional 
  On December 26, 2023, Ms. ********** signed the contract. 
  Page 1 of the signed contract states -Replace any rotted/damaged/insufficient roof deck sheathing if/as needed at $4/Sq. Ft. additional
  On Page 2 of the signed contract she initialed directly next to a line that says - This price does not include replacement of degraded/failing/insufficient wood. All degraded/failing/insufficient wood discovered in the process of roof replacement will be replaced at sole discretion of Charm City Roofing, at a minimum $3.00 per sq. ft. for ½” OSB, $4.00 per sq. ft. for ¾” OSB, $10.00 per ft. for 1X, $15.00 primed, and $15.00 per ft for 2X, unless otherwise agreed. It is further agreed that Charm City Roofing is not obligated to notify Owner(s) prior to replacing the minimum amount of wood deemed necessary to complete roof replacement. Deck board replacements to be done at $6.00 per ft. (Screenshot of initial included)
  Page 3, General Terms and Conditions, Limitations of Contractor Liability, line item 5 states, Charm City Roofing will not stop commencement of work to alert of damaged/insufficient wood decking that will be replaced. Wood is replaced at the discretion of Charm City Roofing. Property Owner(s) acknowledges they understand change orders can occur
  Page 4, General Terms and Conditions, Financial Considerations, line item 1 - Price does not include hidden or unknown contingencies such as, but not limited to, rotting or decay, or interior damage to walls, ceilings or plumbing due to unknown contingencies not known or disclosed by Property Owner(s). The extra cost incurred by Contractor due to such unknown contingencies will be paid by Property Owner(s). 
  These are 5 separate notifications the client received and 4 on the signed contract stating the possibility of a change order. 
  The work was completed January 2, 2024 and Ms ********** was sent an completion email from the office that included the photos of the wood replaced and the Change Order outlining the costs incurred. (Screenshot of email included. PDF of Change Order included)
  
  Darius attempted multiple times to explain this to her to no avail. After leaving 2 reviews she sent a text stating “If no resolution can be made, I understand, I will proceed keeping my reviews active on all social media platforms, The Better Business Bureau, Maryland Department of Labor, and the Home Improve Commission’s Office.” This is a direct attempt in order to receive monies paid in exchange to remove the reviews/complaints. (Screenshot included)
  It is our sincere belief that we alerted the client as much as we could to the possibility of a change order. 
  This issue originated when an employee who has been with our company for years, and in a conversation prior to the completion of the roof, informed the Owner of Charm City Roofing that the client had asked about the wood replacement, and he instructed her to call the office. This is the typical response as our crew members do not handle payments or change orders. The client has said that she was informed there was no change order, per this employee. We know this is not the case. We also know that in her reviews she has posted his phone number and made racially charged statements, claiming he does not speak English. This employee was raised in the United States through the US school system and is fluent in English. 
  We believe her actions have been an attempt to disparage a small, local business in the attempt to be refunded money agreed upon per the signed contract. When she did not receive the outcome she wanted she proceeded to leave an extremely abnormal amount of reviews on 15 different websites. 
  Although we believe that after reading the facts, The BBB will find it unnecessary as this is clearly a fraudulent complaint only made in an attempt to get a refund, Charm City Roofing would be very happy to participate in binding arbitration.
  
  

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 3/16/23 charm city roofing was contracted to repair my flat roof. The ceiling had begun to leak under a low spot in the grading of the roof and the contract included the cost of "sistering" the joist for repair. After seeing the roof upon completion I immediately noticed a ridge in the grading where the supposed repair had taken place. In addition to this issue I also found a soft spot where my foot almost went through the roof. I expressed concern and Charm city roofing sent photos. After reviewing the photos submitted of said repair I was quite alarmed at the method chosen and feared it did not look safely executed. In addition to these concerns I explained to Roger B***, the owner, that the ceiling was tied to the joist. Because the joist was not leveled during the repair, the ceiling is currently unable to be fixed. He asked that I got an inspection. On 4/4/23 I hired ***** *********, a structural engineer to review the work and he concluded that the work was insufficient, in its current state a heavy snowfall could cause a collapse of the ceiling. I presented this information to Roger B***, and he claims that the work was done per the contract and per the contract they were not responsible for bringing the house up to code. After reviewing that response with ***** *********, structural engineer, he responded that his report mentions nothing of code, and the repair is dangerous and insufficient. A resonable effort in construction was not met. Currently, I am obliged to arbitration per the contract. I have included a photo of the repair, where the boards clearly are well above the joist that I had expected to be leveled and safely secured through sistering. The structural report is attached along with an in depth statement. Thank you

  

  Business Response

  Date: 04/17/2023

  Charm City Roofing was in communication with the homeowner and the BBB and in the process of facilitating arbitration before the unnecessary public complaint. We performed all work exactly as per the signed contract and look forward to participating in binding arbitration.