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:10/17/2023

  Type:Service or Repair 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.

  We contacted this business in February 2022 due to a portion of our metal roof being damaged. The owner quoted us for the replacement pieces and also suggested we add ice breakers to the front and back (East and West) of our home's roof to protect the gutters/surrounding property area. Total quote for two metal panels, 3 stope pipe protector/cones and 40 ice breakers was $5,500. The two metal panels were installed. 50 ice breakers were installed. Unfortunately, after installing the initial 40 they said we needed they realized we needed an additional 150 (they installed 10 additional as a courtesy to total 50 initially). Meaning they miscalculated the amount of ice breakers needed by 3.75x or approx75% more ice breakers than originally quoted. The roof did not grow/increase in size, the ice breakers did not decrease in size. Poor calculation or just low ball? They said they would return to complete the install, and paint the stovepipe and cone they had placed but provided a change order. New cost for the additional 150 ice breakers was an additional $5,200. We did not have this money. We were forced to complete only one side of the house and add an additional 50 ice breakers for $1,750. They never returned to paint the cone so we bought the paint and got up on the roof ourselves, which is what we were trying to avoid by hiring someone. Six months later, winter 2022 came. By spring when all the snow had melted, roughly 1/4 of the ice breakers that the company had installed approximately 11 months prior had fallen off the roof. We found some of the nails and metal pieces around our driveway and in our children's sandbox/planters (no flat tires or nails in children yet thank goodness). They came out February 2023, stated they would fix them but they were on backorder. We have exchanged 19 emails since then. They have not returned to fix the broken ice breakers. More have ripped off leaving holes in the roof. It is October 2023, winter in on its way. Still waiting.

  Business Response

  Date: 08/29/2024

  We are preparing our response and will have that posted within 24 hours.  In addition to our response, we will ensure that all areas of concern that were addressed by Lobo Roofing Inc, will be rectified entirely.    We would like to formally share very vital information that affects this claim:  As you know, we are a small business and over the past year our work and functioning was mostly paused, as we were and are dealing with a very hard family turmoil/illness.  Over the past year, the business was not running at its full capacity and for this reason, addressing this concern was a challenge.  Nonetheless, correction of your project has been on our list to address and this has always been a guarantee on our part.  Shay has been in communication with you during that time and then suddenly, our family circumstances to a very serious turn.  We hope that you can understand that our life circumstances came upon us unannounced and we were obligated to attend to that matter.  We also hope that you can accept our apology and know that we are willing to do whatever needs to be done to rectify any concerns on our work completed.  We will prioritize addressing this work as well. We hope that after submitting our response,  you will help us schedule a day and time to address this very important matter. Thank you!

  Customer Answer

  Date: 09/05/2024

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

  The company's version of the events do not match what occurred. The company's response does not address the primary issue of this complaint (grossly miscalculating how many ice breakers were needed to cover the FRONT AND BACK of the house, which is what we were told we were getting). Refer to original complaint below:
  "We contacted this business in February 2022 due to a portion of our metal roof being damaged. The owner quoted us for the replacement pieces and also suggested we add ice breakers to the front and back (East and West) of our home's roof to protect the gutters/surrounding property area. Total quote for two metal panels, 3 stope pipe protector/cones and 40 ice breakers was $5,500. The two metal panels were installed. 50 ice breakers were installed. Unfortunately, after installing the initial 40 they said we needed they realized we needed an additional 150 (they installed 10 additional as a courtesy to total 50 initially). Meaning they miscalculated the amount of ice breakers needed by 3.75x or approx75% more ice breakers than originally quoted. The roof did not grow/increase in size, the ice breakers did not decrease in size. Poor calculation or just low ball? They said they would return to complete the install, and paint the stovepipe and cone they had placed but provided a change order. New cost for the additional 150 ice breakers was an additional $5,200. We did not have this money. We were forced to complete only one side of the house and add an additional 50 ice breakers for $1,750. They never returned to paint the cone so we bought the paint and got up on the roof ourselves, which is what we were trying to avoid by hiring someone. Six months later, winter 2022 came. By spring when all the snow had melted, roughly 1/4 of the ice breakers that the company had installed approximately 11 months prior had fallen off the roof. We found some of the nails and metal pieces around our driveway and in our children's sandbox/planters (no flat tires or nails in children yet thank goodness). They came out February 2023, stated they would fix them but they were on backorder. We have exchanged 19 emails since then. They have not returned to fix the broken ice breakers. More have ripped off leaving holes in the roof. It is October 2023, winter in on its way. Still waiting."
  Per Lobo roofing company response to our complaint, "When arriving, we found 3 snow stoppers and screws on the ground adjacent to the house where there was gravel. We then replaced the snow stoppers that had fallen and also installed 10 additional snow stoppers." There were definitely more than three that had fallen off. We had collected around 10 ice breakers and screws (we actively searched for them regularly since they were falling into our young children's sandbox, which is the "gravel" they are referring to) throughout the season while waiting for them to return to fix the ones that had fallen. They DID install an additional 10 on the other side of the house. Unfortunately, based on their revised quote of needing 190 total (40 they initially quoted us and installed + the 150 additional they later said we needed= 190 total), the 10 "courtesy" ice breakers were a poor attempt to resolve the matter. Also, when we asked if these ice breakers would hold up for a season or more this time, the crew explained to us that "those screws never should have been used, those are way too short for the ice breakers." This reaffirmed that the company not only low-balled us big time but also performed shoddy work that their own work crew explained was an obvious oversight.  

  Desired Settlement: Other (as per original complaint):
  Billing adjustment; The ice breaker/snow stopper workmanship was shoddy. They are worse than ineffective. They have caused damage to our roof potentially costing us more money. Further, I believe the company intentionally "low balled" the price, which is unethical, if not illegal. I do not trust this company and would like a total refund, potentially more to address damaged roof, so I can have a reputable and skilled company complete the work.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/12/2024

  We replaced your roof and did an amazing job. That was a major job that is not being mentioned. We did a solid, lasting, and secure job for you. The issue with the icebreakers was not appropriately investigated given the delays on our end, weather restrictions and other reasons.  We had major delays from the manufacturer in terms of delivery as well. We are willing to come out and rectify this matter and are willing to provide an additional  (25) stoppers at no cost to you, as a courtesy for all that has transpired til now. This will be on top of those that are already needing to be addressed, we will correct all of those as well. This is the first time in our history this has occurred and would like a fair chance to address this. This could be a manufacturer issue as well, we do not know. However, we ensure that we will address each previous icebreaker installed and offer an additional 25 at no cost.  Lastly, as soon as you approve our request, we will start working on resolving this matter appropriately and to your satisfaction. We have done other work on your roof at no cost to you too, in order to  protect your roof/ home even further and there has been no mention of our hard work.  The job we performed was done very fairly and with integrity.  Our work is reliable and unfortunate events do happen, and that is rare for us too. However, we are willing to make this right, as we find it our responsibility to do so. We look forward to hearing from you and getting started on correcting the work in question, ASAP!!!