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Complaint Details
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Initial Complaint
04/24/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
The owners of the company speak on integrity and have refused to fix the poor roofing job done on my home - in which I was made aware that it was a new roofing installation team they havent used before! The contract states they will cover garden beds and etc. on exterior of the home - as well as cleanup for the ***************** was covered and this is a charge on the ****! Over 300 nails and wrappers all over my property. The contract also states that I pay for site supervision - no project manager or any site supervision was done. The company has since taken the FULL amount of $$$ for the project - and will not respond as to how this project will be made right. They are stealing from their customers and do not care about their quality of work.
Business response
05/02/2022
Integrity, honesty, and transparency are the bedrocks of our company. The claims made in this complaint are not only untrue, but slanderous. We have gone above and beyond to try and make this client happy. Unfortunately, while we have never felt a customer was attempting to sabotage us in the past, it appears to be the case here.
On March 21, 2022, the client signed contracts with us for both a roofing and decking project. The decking contract needed to be revised and the cost reduced for a railing that was not going to be installed. When we reduced the decking contract and presented to the client for approval, she got terribly upset and wanted to cancel that project. Although it was outside of the rite of recission, we agreed to allow the client out of the decking contract and canceled.
In the meantime, the roofing project proceeded. The roof installation occurred on Thursday, April 6, 2022. The clients claims that no Supervisor was present, that we did not place tarps down to protect the yard,and that a new crew who never installed for us before was used are simply untrue. Our Renaissance Project Manager was on site for the start, tarps were coving the landscaping, and he returned for continued supervision and assistance later in the day and was on the roof. ******** has installed numerous roofs for us. The clients roof is greater than 40 squares, it is a large roof. There are 66 shingles per square, and 4 nails per shingle, equaling more than ****** nails being removed from the roof. The Project Manager returned to the site on Friday, 4/7 to review the install and clean up. On Tuesday, 4/12 our new Project Manager visited the site and met with the client for a final walk through. At this time, we addressed all her concerns and made plans for correcting them. There was damaged trim that was installed incorrectly originally and was rotted, we replaced this free of charge. The original gutter guards on the home were installed under the shingles and damaged in some areas due to the roof replacement. We replaced all the gutter guards on the home free of charge. On Wednesday, 4/13 our Project Manager returned to the site once again with a refund check for the client that covered the full balance of the roof and gave her $1000 to hold back until the above-mentioned items were repaired. She DECLINED the check.
On Thursday, 4/21 our Project Manager was on site working on the punch list items and the client told him that she really wanted us to do their decking project and quote a siding replacement project as well. We have politely declined working with this client any further. On Sunday, 4/24, 3 days after she claims she wants us to do more work for her, she submits this scathing complaint to the BBB. Additionally,our owners attempted to contact the client twice since the punch list items were completed to ensure satisfaction and the client did not respond.
We have done our due diligence and gone above and beyond to try and appease this client. We have had several Project Managers and Owners review the work and it is of the highest quality per our standards. Our integrity and quality have never faltered despite the outrageous claims by this client.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.