ComplaintsforNextgen Restoration, Inc.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract in October 2022, due to scheduling we were going to start job in spring of 2023. April 20 2023 we get email from Jen stating our job would start on May 2nd and materials would be delivered the day before. On May 4th contractor show up with no materials or dumpster available. Work begins late in day, and the contractor states that there isn't enough materials for the job they are ordering more. We wait several weeks for materials and job to start again. Second phase of job begins and no dumpster is present, they say they will take care of the skid of materials and trash. Again contractor states not enough materials were ordered, fast-forward this now the end of June and this trash and building material is in my yard killing grass and is just an eye sore. ****** has been here doing final walk thru and we voice complaints about the stuff we weren't happy with. They put us on the schedule to address the issues and resolve them. They never showed up. We chatted a few times voiced our frustrations and they promised they would make it right. Now on August 7 2023 they show up unannounced to fix the issues. We wasn't notified so nobody was home, but they began working. My wife leaves work early to let them have access to get the job done. They fix one corner knocked off my security camera and left for the day. Now it's the end of September and job still isn't completely done.

  Business response

  09/30/2023

  
  We understand that there have been issues with your home siding project. We have been attempting to contact you for several weeks to address the remaining concerns you have with no luck. After those attempts, we were finally able to get a hold of you yesterday, and we feel confident, following our conversation, we had a plan and we were prepared to move forward. In addition, per our conversation, we committed to making things right up to and covering any costs for repairs related to the project that you incurred.
  
  Obviously construction projects can at times experience issues, as we do thousands of them a year. We look forward to meeting with you in person this week and completing your project to your satisfaction as soon as possible.
  
  With such a significant past due bill we require follow up and communication before additional work including warranty work can be completed.

  Customer response

  10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
   

  Customer response

  10/09/2023

  We spoke to **** from *** on Friday Sept 29 2023 He wanted to schedule someone to come out and go over our concerns. He stated he would get in touch  and we agreed that Saturday Oct 7 would work out best for us since we both would be working till 5pm during the week.  On Tuesday Oct 3 we got an email with an update stating that the project manager was out on an emergency and that they would reach out later in the week. We never got any other communication from ****** all week. My wife tried to call but never got a return call back.This has been the results we've gotten since the start of our project, something always occurs and the communication is always nonexistent.

  Business response

  10/10/2023

  As stated you were communicated about a personal emergency.  (Hospitalization)

  **** called we called matt and both were  unsuccessful in reaching each other.

   

  we will reach out again as we do until resolution is achieved.

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  This is the email that I got from them on Tuesday.With no further response from them. I tried contacting them Friday with no luck.
  
  
   

  Business response

  10/11/2023

  Were sorry that the one attempted communication was failed. Per your preferred contact method being email we dod not receive an email response from you.

   

  we are and have been working to contact you.

  Customer response

  10/23/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has informed the BBB that a rep from the business did return to his home. The consumer went over a list of items that still needed to be addressed and the rep took pictures of what was mentioned. The rep brought a new contract for the consumer and requested that he sign it. The consumer refused to sign and was unsure why he was being presented with a new contract when there was already one in place. The consumer has no issue with paying for the work but he has not paid because the original work in the contract has not been completed. The business was supposed to contact the consumer after the visit but has not. The consumer would like to know when the work will be completed and an explanation on why they wanted him to sign a new contract?

  Business response

  10/23/2023

  The “contract” was a conditional certificate of completion. Which is necessary as our scope of work is grossly completed.

   

  we are attempting to confirm upon completion this customer has the funds to pay.  It seems in my experience that the games being played are an attempt to get us to complete additional work and to still default on his payment.

   

  with a balance due of around 15k and a punch item list totaling under 2,000 retail we should have been paid 10k at the walk through which occurred one business day ago…

   

  our office will be in touch as this customer is making it very difficult to work with as it seems they are trying to get much for free.

   

  can the bbb escrow the funds? We can complete the agreed list in one day if so

  Customer response

  10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed 
  
  Regards,
  ******* ******
  
  
  There seems to be some confusion with the balance owed We have an email stating we had a balance of 17, 205.40 we paid 13,025.40 with a check back in July. We have had multiple people  assigned to our project and just  Thursday Bonder came out and stated he's been with the company 6 weeks and basically every other person we've dealt with being no longer with the company or assigned to different areas of the business. As for them stating we're trying to get stuff for free is ironically obsurd. We only are asking for the stuff we haven't been happy with since May. Numerous times we stated the same concerns to 3 different people. Our complaints with the craftsmanship has stayed consistent. 
  
   

  Customer response

  10/25/2023

  Here is the requested information 

  Business response

  10/26/2023

  I have been clear in responding to this customers complaints who is merely trying to get out of paying a past due bill.

  we have scheduled time to wrap up this customer project.

   

  no need to provide further documents as we are resolving this.

   

  thank you

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started Dec 12, 2022, they were hired to fix my roof. They said they fixed it and has been back 7 times and it is still not fixed. The rolled roofing kept lifting up along the edges and it had bubble areas in the middle. Plus they took slate off of the good part of the roof and put flashing in translation area. Sticks out like a sore thumb plus it is not laying down on roof, you can even stick your hand under it. Nice place for birds, bees and water to get through. Was promise that they would be here today April 11 to fix it right. Have called Jim twice today and he still has not called me back. It is now 5:00 P.M. I have pictures and diary of roof and everytime they did show up. On March 6, 2023 at 12:00 noon Andrew show up and looked at the messed of a roof that they did and took pictures of the job and his exact words was "we will take care of it". I would love to send pictures to you. Like I said they have been here 7 times and still have not fixed the roof. They must not know what they are doing and I was the fool that trusted them.

  Business response

  04/12/2023

  On march 8th you told the office you were very happy with this install.

   

  while you asked for a flashing to be removed because its “ugly”. It is how the roof is to be installed properly to be sure its water tight.

   

  i will be sure *** or ****** contact you today.

   

  thank you

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  
  
  
   

  Customer response

  04/13/2023

  They are lying.  We were under contract with them (which we were not aware of) to have siding installed.  I did say I was happy with the siding and the crew was very nice.  This had nothing to do with the bad roof job they did in Dec.  The roof money was given to them Nov 15 (3000.00) they had to have a deposit.  The roof job was $1,728.30 and the rest of the $3,000.00 was a  deposit on the siding that we were having done.  Like I said before the roof got started Dec 12, 2022 and they have been back 7 times to refix the part of the roof that they were to fix.  The part that I am upset about is the damage that they did to our good roof. The slate roof made it through a really bad hail storm but couldn't survive their incompetent crew.  Another thing is that they replied they return calls within 24 hours.......lie.....sometimes it was days after I called them.   Even yesterday Jim called at 7:30 am and said that they were still waiting on the slate and that he would call me with time and date to fix the roof.  Received another call at 3:07 pm from Jim and he said he will not be fixing the roof. Very rude. Found out later from one of his employees that he was upset cause I turned them in to BBB.  The other employee called me back later and said,  "If I drop and remove my statement from BBB, he'll fix and finish my roof."  Then I get a email from them stating that the depreciation check from the insurance company to me is to be sent to them.  Have talked with my insurance company about this.  Its funny that they have been working with my insurance company all this time and now they can't communicate with them.  They send me a invoice stating that i owe them more money.  Lets sum this up...they received a check from me on Nov 15, 2022 for $3,000.00 and a check on Mar. 8, 2023 for $11,748.85 (which was for the siding.)   The insurance company paid us just over $7,300 so the rest was paid by us.  We do not have a money tree and we are good Christians.   All I want is my roof fixed that they messed up.  Please don't let this happen to anyone else.  Thank you, ******* * *******

  Business response

  04/14/2023

  No offer was made.

   

  we completed work per the contract to code.

   

  there was a request to install the roof improperly. We wont do that

  Business response

  04/14/2023

  Our contract was to repair the small flat roof section which ties into a section of slate roofing, which is over 100 years old and extremely brittle. There was no way to facilitate repair without utilizing the metal as we did because the prior flat roof that was installed. There was tarred and caulked into the slate so removing the old flat roof. We are not going to install the new roof with a bucket of tar to Tara into the slate as that is an improper repair instead, we used metal counter flashing to facilitate proper install without causing extended damage to the slate roof. We were not contracted to repair. 

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  
  
  
   

  Customer response

  04/14/2023

     Liked I said from the beginning,  the slate roof went through a hail storm and was not brittle.  Check with my insurance company.  Glad you think the roof was over 100 years old.  The deed says build in 1937.  I bought the house in 1982.  Couldn't stop your men from throwing slate off of roof cause no one spoke english.   Its funny that when Jim called me on Jan 14 ,2023 begging me to give Nextgen another chance with the siding.  Promising that it would be done right,  someone that spoke english will be here, and as soon as the slate came in that our roof would be fixed right.   Telling me that there was a shake up at the office, one partner left and the files were a mess.   Admitted that the crew was new and that they dropped the ball on my roof.   No one ever said that it would look like the mess it is and that there would be space for animals to get in.  If they would have told us then we would have put a roof on instead of siding.  Your roofing company needs to fix the roof again.  The edges are coming up again.  Make me an appointment and let me know what day and time they will be here to fix it for the 8th time.  Do I need to send pictures again?  This will be the 8th time they have used a torch on my roof.  This is the flat roof that your people but on.                                                      

  Customer response

  04/15/2023

  Roof pictures on 4/15/23

  Business response

  06/05/2023

  Per the estimate- nothing identified other than installed over “bad wood”

  the house built in 1932 is 90 years old… we could upcharge clients to death fixing all the old things wrong with them.

   

  this wood was not part of our scope and the roof is installed well and to spec.

   

  same with the slate- tying the different materials together is not posdible.  The original flat roof we removed was tarred with a 5gallon bucket worth into the slate.

   

  we did what we could do with what we had.

   

  we have waived the balance and closed this file.

   

  if the customer would like to un necessarily replace her flat roof for 1600… that is her option. However we have completed our contracted obligations  

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *******
  
  
  
  
   

  Customer response

  06/06/2023

  Per contract they was suppose to fix all bad plywood if found,  they did not so now we have to have it done right.  Contract states "replace rotten or delaminated plywood that is needed to be replaced at $70 per sheet.  In the event crew will stop and go over new information.  No one said a word to us.  That is why it keeps coming off.  If they want to refund my $1,728.30 minus $140.00 for the plywood they used,  yes I'll go for that.  YES, we have to have another contractor do it right because the roof is still coming up and their rolled roofing is coming off.  Why did they take the job if it wasn't possible like they stated?  What about email from Nextgen wanting more money?  Now they are going to waive it!  I want a email saying that sent to me.  I paid the total of what the contract said.  $16,374.79 for roof and siding.  Not my fault that they didn't know how to do it.  You want me out of the picture because of Erie Insurance where I filed a claim against you and surprise you haven't been with them since 02/07/22 as indicated in your brochure.  Trust me I want as far away from Nextgen as possible.  After your people fell through my front porch roof  while putting siding on the pitch of the house and cost us $1,375.00 out of our pockets to get fixed.  You can refund $1,588.30 because as you stated in your comment "it wasn't possible."  Again why did you take the job?  It would have been nice if Josh or Megan (owners) would have reached out to us with this problem but still have never heard a word from them from Kansas.  You let me know what you are thinking and I'll keep watching the roof flap up and down and getting worst by the day.  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract to replace roof,Gutters and rotten wood on May 26th 2022. Took them 3 months(August 18th 2023)to start the roof only to run out of material. Said it would take a week to get the rest of materials in. I called several times in weeks that followedThey sent quality control guy around, I then told him about the wrong color and wrong product. And that i was not happy about that. Only half of rotten would was replaced.He said he was looking into things for me.Keep getting that they will be here next week. next week never comes.9 weeks later ( October 30th) rest of materials arrive. Roofers show up with no ladder browed one of mine. Finished with roof...When asked about finishing up the rest of soffit and facia. Was told they do no do that. Then Gutter guys shows up. Said he can't do anything until the facia is finished. Next gen texts and calls me roof will be wrapped up and ready for gutter guys by November 23rd..... again a no show.

  Business response

  11/23/2022

  Im very sorry for this.  As scheduled we will be there Friday to complete the additional work needed to hang the gutters.

   

  there is no excuse for missing todays appointment.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were doing contractive work on my neighbor's house and damaged my property Debris was on my roof from my neighbor's roof and they blew roofing materials into my house dented my spouting and put marks in my siding. The owner would not give License and insurance information

  Business response

  09/01/2022

  The home suffered hail damage. Theres dozens of holes in her siding on the wall that faces the neighbors home we are doing work on. She has a 3500.00 deductible and is trying to milk us to cover some of her deductible with extorting my company.  Photos were sent and a rep went to the home immediately to discuss.  The damage presented as done by the crew had zero evidence of being roofing debris.  Roofing will leave black asphalt smudges where it hits a house.  None were present.  The damaged “holes” from the roofing were consistent with all the other hail damaged holes existing on this wall. The damaged downspout in question could have in no way been damaged by roofing debris.  When asked to send photos of the debris near or on the home as alleged she could produce none.  We document all of our construction builds.  Our photos show all debris on our tarps no closer than 2 feet from the house.  The houses are VERY close together here.   

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my bedroom ceiling replaced with nextgen restoration and i informed the 3rd party contractor, that you can’t put joint compound (mud) on wood and they did. And now it’s cracking. I have made numerous attempts to get this resolved with **** and all I get is I’ll have to get with production over and over again since 11-15-2021 and it still has not gotten anywhere and they have been paid in full. I just want this issue addressed and repaired correctly.

  Business response

  06/22/2022

  After receiving the complaint i called *** **** and we agreed that what he is seeing in the photos he sent is a popped flat tape of Drywall mud.  We repaired the interior of his home to the scope that the insurance company approved. No mud was stuck directly to wood as his prior message indicated as proven with the flat tape. 

   

  Unfortunately with the room in as bad of shape as it was we did what we could with what we were working with. 

   

  This was discussed and agreed with *** ****.  As I understand it he can not remove a complaint so we didnt think to go back to this as it was resolved between us directly.

*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. ↩