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:04/30/2024

  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.

  Zenith replaced my roof and siding through my insurance claim for storm damage. They explained that if I gave a referral they would give me a check for $250 I referred them to my church which was looking for a new roof. The inspector went to my referral ******** ***** ******* ****** they did an inspection and told the chairman of the trustees they would write up a proposal they provided no additional contact. The church then purchased a new roof at $61,000 from another contractor who did respond. Zenith also offered $250 for a sign placed on our property. I agreed to the sign as well later calling and letting Zenith know I was still waiting. The agreement was that when I paid my bill which happened in January they would issue the check for $500 Copies of emails included Since paying my bill I have received no responses or contact from Zenith and have yet to receive the promised funds

  Business Response

  Date: 05/06/2024

  We have been in contact with the homeowner and have resolved this issue.  The homeowner was communicating with an email that was no longer with our company and therefore we were not aware of her issue.  

• Initial Complaint

  Date:01/23/2024

  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.

  A representative came to my house from zenith and told me that I had wind damage to my house. They marked my house up with red paint. I gave them my check from my insurance company to perform the work. The work which they said wouldn’t have to pay for that it would be covered by my insurance company. It was a lie they wanted me to sue my insurance company for the money they then was going to charge me for the work with was around 30000 which I don’t have. They didn’t tell me about suing my insurance company until I already signed the contract. They was supposed to do the work in may 2019 but no call no show. They reached out after some months telling me that the insurance company wasn’t going to pay and to get their lawyer to fight them. I said I just wanted a refund. Everytime they called I asked for my money back. So I stop hearing from them until recently they sent me a check in the mail for the check I gave them. I tried to cash the check and the bank wouldn’t accept it. So I called the company a lady finally answered because everytime I call the phone just rings. She told me I wasn’t supposed to get the check and that I owe them the money. I’m like how if I didn’t get the work done she said bc of a fee. I said why did you send me a refund check I couldn’t cash. She asked me your not trying to sue I said no I want my money back. She said someone will call you back. I never heard back and I have been calling and leaving messages. No avail. I’m curious how many people they ripped off this way. Awful. I lost money and didn’t get any work done.

  Business Response

  Date: 04/15/2024

  Dear Better Business Bureau,?
  
  ?Thank you for reaching out and I apologize for the delay in response. This letter is in?
  response to the complaint filed by ******** *****.?
  
  ?******** ***** signed a Pre-construction agreement with our company on 01/30/2021.?
  When we first began, we were assisting her with her insurance claim filed through ********
  ****** for her siding. We were in contact with the insurance adjuster and a representative was?
  present during the adjustment meeting to ensure she received an approval. When shown?
  difficulty for approval odds, Ms. ***** was sent a Public Adjuster agreement for Aaron K******
  which was signed on 7/6/2022. Although, she did not sign all the agreements which we tried to?
  contact her for over 2 years to get the other documents signed so that we may work this claim for?
  her and possibly send it to appraisal for better odds of receiving a full approval. During this time,?
  Ms. ***** received a partial approval from the insurance company. We attempted to contact?
  Ms. ***** various times throughout a span of 2 years via email and phone calls to which we?
  received no response. Ms. ***** gave our representative the check she received from the?
  insurance company on 3/6/2021 to go towards her project in the amount of $1,168.55. While?
  continuing to work with the insurance company, the adjuster made our representative aware they?
  had sent more funds to the homeowner to go to her project.??We've encountered challenges in?
  reaching out to the homeowner regarding the retrieval of additional funds. Despite our attempts,?
  we have been unable to make contact with her.?
  
  ?On 10/16/2023, due to no communication and many attempts to reach the homeowner,?
  we moved to file to dead and we sent a refund check to her for the funds. Although, this was?
  done in error and we notified our bookkeeper these funds are to go towards the cancellation fee.?
  We then put a stop payment on the check that was sent out and attempted to reach her to discuss?
  this and that she would receive a check in the mail that would be voided and that we would?
  explain these funds went towards her cancellation fee.?
  
  ?On 1/11/2024, Ms. ***** called our office saying she tried to cash the check and they?
  would not allow her as it has been voided. We explained this went towards the cancellation fee?
  that is stated in the pre-construction agreement she signed back in 2021 and that the total?
  cancellation fee is $4,200 but, we took the money we currently had to put towards it and closed?
  the file in its entirety. This was due to the lack of communication from her and that we have tried?
  to contact her on multiple occasions through a number of resources we had. After we explained?
  this to her, we offered to open the file again and continue to work with her to get her siding?
  covered which she said she did not want to do.?
  Thank you,?
  
  ?Zenith Inc.?

• Initial Complaint

  Date:04/11/2023

  Type:Sales and Advertising 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.

  Zenith Inc forwarding me an absorbent bill for 4,200 cancellation fee, when I decided to work with the company. I met the representative from Zenith. On March 4, 2023, she solicited me about my roof, stating that I was missing a shingle, She had me signed documents on a tablet to speak with Insurance Company. My insurance company approved claim under a rider policy for only 10,000 dollar and not the replacement cost, which was close to 14,000, . I sent this inform to Zenith on March 8th, 2023. As time passed, I started to have my doubts about why no follow up- almost a month before follow up.. I was not going to call back- I am assessing them at this point as I do some research on company, but would work with them if they responded back and follow up. This was the start of a red flag if I did not hear anything from them. Because of no follow up within almost three weeks, i decided to use another company and had roof done. On April 7th, 2023, Zenith called to tell me they were still looking over- mind you not to start job. I informed Zenith I moved on. She was livid and said I had a contract.. Deceptive Issues • The contract was never given to me, done electronically on her tablet. Companies that are not trying o deceive you make sure you have a copy of what you sign. Normal, they send any contract to your email, and your able to sign on your own phone or computer. In any event you should send a copy of document to the person once done. When I confronted the Zenith Represented she said I just sent. This is April the 7th, 2023, what good is that. I read the contract and it had a cancellation period, that I could have invoked within a couple of days of signing. • Under Cancellation it lists under Compensation inspecting the roof, providing an estimated, and during any clean up. My insurance did inspection, and estimate. No clean up by Zenith. Zenith did nothing under the Compensation clause. I forward Zenith all the information.

  Business Response

  Date: 04/14/2023

  Dear Mr. ********,

  We apologize that you did not have a good experience with our company regarding the restoration of your roof.  At no time were we trying to use deceptive practices regarding you not receiving the contract in a timely manner.  It is our practice that you would receive the contract on the same day it was signed, so for that we apologize.  We did inspect the roof, met with your insurance adjuster, and looked over the estimate to see if it was sufficient to complete your project. We will not be pursuing the cancellation fee moving forward.

  Customer Answer

  Date: 04/17/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/28/2023

  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.

  In November a representative from Zenith Inc. came and wanted to inspect my roof. After inspecting I was told that there is wind damage and I should contact my insurance company. He asked me to sign a document which I did (probably should have read it completely). I contacted my insurance company and they did agree that there was wind damage. I decided I did not want a roof, as I could not afford any money out of pocket. They then told me that I owe them $4,200.00 in compensation. Compensation was for an estimate (never received one), providing clean up services (there was no clean up), and also providing estimate to my insurance company (they never received one). They are now threatening to take action against me, if I don't pay within 15 days. How can they charge $4,200.00 for work that was never done? If I do not get this settled, I will file it in the court system. I told Caleb G****** over and over that I did not want to be responsible for any money out of my pocket. If I would have had a no solicitation sign on my front door, this would have never happened. He did no work at all! I do not want another bill sent to my house!

  Business Response

  Date: 03/03/2023

  Thank you for your patience while we gathered further factual information regarding this complaint.

  We have not been able to speak directly to Ms. ****** regarding our compensation fee for services rendered pursuant to our pre-construction agreement which was signed on 12/06/2022.  Ms. ****** also signed our Home Improvement Contract (HIC) on 1/02/2023.  She has been emailed an explanation on 1/14/2023, with a follow up on 1/20/2023 by email and phone call.  We have noted that she responded to her Project Manager, Caleb, by text on 2/02/2023 that she would have an update on Monday, 2/06/2023.  By Tuesday, 2/07/2023 she has not responded to Caleb or reached out to the office with updates.  We have provided her the expectations of moving forward, and that we needed a deposit in order to move forward with installation as she already signed the contract.  The ACV or initial payment from her insurance was released on 12/22/2022 and we have been waiting for her deposit to be made.  We have explained that the only out-of-pocket expenses that she could have, is her insurance deductible or anything that she would want added.  The estimated scope of work that Zenith is contracted to do, is per her insurance estimate.  This was an agreed estimate which she signed in the HIC.  So her only out-of-pocket expense would be her $1,000 deductible and that is per her policy with *********.  We do not waive this fee as it is determined per her insurance and the policy she has with them.  We do offer an incentive program that she could be reimbursed once the job is completed and her account is paid-in-full.  This is offered to all of our customers as we understand deductibles or out-of-pocket expenses are not usually planned.

  We would be happy to continue the installation at Ms. ******'s property which we are contracted to do, but we need a deposit before we get started.  We believe we have done our due diligence in explaining what the compensation fee is for.  Per our contract, the compensation fee is waived when moving forward with installation.  Please see the attached invoice for further description. 

  Thank you for your time in this matter.

  Customer Answer

  Date: 03/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not want a roof.   I plan to sell the house very soon and do not want to put any more money into this house.  I had explained that to Caleb many times.  The “contract” I signed was not explained to me that I would owe Caleb $4200 for him to take pictures of my roof, since that is all he did.  I signed something on a computer.  If it was explained to me that I would owe him 4200.00 I would have never signed that.   I DO NOT want a roof.   If this is not handled properly, and that 4200. 00 is not waived, I will pursue this further with legal ramifications.   I did not ask Caleb to come to my house.  He showed up on my doorstep.  I should have ignored it, since I was working from home and very busy.  Trust me, I will never answer my door again.  I am filing a consumer complaint with the Maryland Attorney General today.   I do not want this “fee” (that was not clearly and verbally discussed with me) to show up on my credit report.   I pay my bills on time.  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/13/2023

  Once again, a pre-construction agreement and an HIC (Home Improvement Contract) were both signed and dated by Ms. ****** as previously stated in our first rebuttal.  We were ready to put the roof project on the schedule after a deposit was collected.  Unfortunately, this is where we were unable to get in contact with Ms. ****** until we heard about this complaint.  Again, we are still ready to move forward with the project that was covered by Ms. ******'s insurance company.  Ms. ****** is saying she does not want a roof after she signed the contract and picked out the colors.  We will consider settling for a lesser amount for the compensation if that is still the direction that Ms. ****** wants to take.

  Thank you for your time in this matter.

  Customer Answer

  Date: 03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The only thing Caleb did was take pictures of my roof.  He did not VERBALLY tell me about some compensation for him if I decided against a roof.  In fact, when he did come to my house, he was unorganized and didn’t have paperwork for me to read.  It was on his computer and I didn’t have sufficient time to fully read this. Since multiple times I told him I work from home and do not have time for this.  If I knew that’s what the paperwork said, I would have never agreed to it and pay him compensation for him yo take pictures of my roof.  I am reporting this company to the Maryland Attorney General and filing this as a formal complaint to them.  
  

  I do not want a roof.  PERIOD.  You wasted nothing on me.  Caleb was already in the neighborhood with other clients.  Why can’t you just accept the fact I do not want a roof?  You did not put out any money for anything to do with me or my house.  I continually told Caleb I really didn’t want to do anything to this house. He wouldn’t leave me alone.  Move on to another person who wants a roof.  And the other thing- I do not appreciate Caleb talking about me to my neighbors or sending me text messages, threatening me.  
  

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

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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.

  Tim came to my home offering to look at the property for hail damage and file a claim with my insurance company. In the initial conversation Tim let me know that I was under no obligation to go with Zenith. The claim was put in and after researching the company, I was displeased with the reviews that I saw from Zenith regarding shady practices and charging people $4000 if they went with another company. I made sure that I did not sign any agreement with Zenith based on this. The representative called me to ask me why I went with another company and after explaining my reasoning he continued to yell on the phone and berate me. I hung up. They have now emailed me to say that I owe them money based on a pre-construction agreement which I did not sign due to the bad reviews I read online.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 7, 2022/09/22) */ Ms. **********, Please reach out to us so that we can get this resolved for you. We can be reached at (443) 440-6540. We can also be reached at [email protected]. Thank you, Zenith Inc. Consumer Response /* (3000, 9, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have moved on and do not want to be contacted anymore by this business. Business Response /* (1000, 26, 2022/10/17) */ We do have a signed agreement with the homeowner to work with us. At this time, we are willing to let the homeowner work with another contractor since she is unwilling to have any contact with us to work this out. We do not have any "shady practices" and we do sometimes provide a bill to homeowners when we have a signed agreement and provide services for them. We wish you well on your project. Thank you.

• Initial Complaint

  Date:09/06/2022

  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.

  Details: My mom (*******) was approached back in February by a door to door salesman for Zenith roofing company. They were offering a free inspection and possible repair work if needed. An appointment was scheduled for the Zenith inspector as well as an inspector from ********, my mother's home insurance company. The insurance company ended up sending my mother a claim payout for roof repair work in the amount of $2,186.70. That amount would not cover a full roof replacement, which is what Zenith was looking to accomplish. I was then contacted by Anthony O*******, a project manager for Zenith. He wanted to come and take more pictures of the roof in order to resubmit the insurance claim. Additional pictures were eventually taken on April 13. Mr O******* then contacted my mom on April 20 and had her sign a contract for the pending work. He also collected a personal check from my mothers checking account in the amount of the payout deposit received from ******** in the amount of $2,186.70. On April 20, Mr O******* then submitted a supplemental claim to ******** on my mother's behalf to get them to cover the rest of the repair/replace cost. On April 27, ******** emailed to say that some of the items were approved and explained why others would not be. On May 5, Mr O******* attempted to convince me to contact ******** and give them false details about the roof that I could not confirm were true. This was his attempt to get ******** to cover the cost of the entire roof replacement. I felt that by sending this email he gave me, it could be viewed as an attempt at fraud. I never sent the email to ********. On May 19, ******** deposited another $1,088.23 to my mom's account to cover those additional costs (she still has this payment in her account). At this point, no work had been scheduled or completed on the roof. After a few weeks had passed and after consulting with my mother, we decided to not use Zenith roofing as a repair company. On June 15, I emailed Mr O******* and requested my mother's down payment of $2,186.70 be returned to her so that she could refund it back to ********. I never received a reply from Mr. O*******. After not hearing anything for a month, I looked up the Zenith website ( https://zenithinc.co/ ) and tried to find a contact person. I send an email to [email protected] stating the same information that was sent to the project manager and that we were looking for a refund due to no services provided, except for an estimate. I have never received a reply. I have all of the email documentation for all of this and also the estimates and contracts signed by my mother. I will attach all of them to this email. Hopefully they will show up attached at the bottom in chronological order.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 10, 2022/10/03) */ Dear *****, Please give us a call at our office (443) 440-6540 so we can get this resolved for your mother. We assure you that no fraud has been committed and we can settle this quickly. Thank you, Zenith Inc. Consumer Response /* (2001, 16, 2022/10/17) */ The complainant phoned BBB and confirmed that the concerns have been resolved by the business.

• Initial Complaint

  Date:06/15/2022

  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.

  May 15th, 2022 a representative from Zenith Inc. came and wanted to inspect my roof. After inspecting I was told that there is hail damage and I should contact my insurance company. He asked me to sign a document which I did (probably should have read it completely). I contacted my insurance company and they did agree that there was wind damage. I received several estimates from various companies (none from Zenith), and decided on a company. I let Zenith know that I was using a different roofer. They then told me that I owe them $4,200.00 in compensation. Compensation was for an estimate (never received one), providing clean up services (there was no clean up), and also providing estimate to my insurance company (they never received one). They are now threatening to take action against me, if I don't pay within 15 days. How can they charge $4,200.00 for work that was never done?

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 13, 2022/07/01) */ We are currently trying to contact you to settle this complaint. Consumer Response /* (3000, 15, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have all of my contact information,i.e. email, phone # and they have not contacted me at all. This case is still not resolved Business Response /* (4000, 17, 2022/07/06) */ The Project Manager reached out to the homeowner again today and left a voicemail. Please call back when you get a moment so that we can resolve your issue.

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising 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.

  This fraudulent company has placed a negative remark on my report after we decided to go with another company to do work on our house because they provided false information and operated on false pretenses. Kevin D**** came to my house on numerous occasions during Covid claiming to be scheduled to do work on several houses in the neighborhood. When I finally sat down and talked with him and called our home insurance in his presence I realized the company was a fraud because Kevin told me not to inform the insurance company that sales people were involved in this claim. Prior to my insurance company taking the claim, on my front porch on a tablet, Kevin had me sign through a fine print document at which time he made no mention of a $4300 fee if we decide not to proceed with the work. Kevin was clear about giving discounts if signage was placed in the yard and info shred on social media. At the end of the call with the insurance company Kevin informed me to let him know the scheduled time for the adjuster and he would be here. Adjuster scheduled, Kevin notified, but never showed up for the inspection with the adjuster. By this time I started to get negative/conflicting information from my neighbors; one which was my brother's in laws. Kevin lied to me 3 times that he was doing work for others. The insurance adjuster finalized our claim and unexpectedly issued payment directly to me. The adjuster informed that we should do our due diligence in selecting the contractor to do the work. We then sought 3 other estimates. Kevin and his company could not provide an estimate because they never did a measurement of our house, rather he provided an unitemized estimate for another property in the neighborhood. When confronted about this, he provided another 2 estimates (roof and siding) but unlike the other estimates, failed to provide the breakdown in costs. we went with professional contractors who provided free estimates and a thorough breakdown of cost and references.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 13, 2022/06/30) */ Spoke with the homeowner and the complaint has been resolved.