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:07/05/2024

  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.

  On January 28 2024, we had Klaus Roofing of **** ********** ** ** ******** ** ***** , came to our home to put on gutters and left one side exposed to rain etc. So I know there is damage now to our home with wetness and I'm sure probably mold and would deteriorating. We have called and have been ignored. We paid a pretty penny for this and I want it fixed along with any damages that have occurred. I have a invoice.

  Business Response

  Date: 07/16/2024

  Dear BBB,

  Our Project Manager has reached out to the customer and determined what needs to be done to rectify the issue. The Project Manager at the customer's home today (7/16/24) and is expected to complete the necessary work. Once the work has been completed, we will send another update. 

  Warmly,
  ********* ****
  

• Initial Complaint

  Date:06/26/2024

  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.

  In October, 2023 called Klaus d/t water leak I had near the fireplace. ***** from sales informed me about the roof replacement with a 50yr. warranty, if there was ever a leak. When he entered the attic he asked how long I had the mouse problem d/t droppings seen, and suggested adding blown in insulation, so if mice tried to come in, they wouldn't survive in that environment. He assured me all entry points, open to light, would be sealed up and that they would disinfect before blowing in the new insulation due to the mold/droppings. He never made it close to the fireplace to take a picture or find the leak. His promise was reassuring and said the insulation mgr. would get up in the attic and look around since he wasn't able. I agreed to the roof and insulation replacement. The day they came out to do the work the flashing, where the leak had been, was the last part of my roof removed. The roof looked good with new shingles and I was taken to the front of the house to give my rating on it, which was 5 stars, prior to absolute completion. The Insulation mgr. never went into the attic, but the insulation people followed after the roof was completed. The drywall inside needed replaced so they left some uncovered and ***** said his friend could replace it. He never showed. The roof was paid in full the day of installation. In January I discovered new spots, same area. **** the Roofer came out and sprayed bleach on the stain. In April, came out second time to replace the flashing. After another storm a moisture meter was used to verify high moisture levels. In May flashing replaced a third time. It wasn't until now I saw the crumbling mortar on the bricks. **** said roofers won't do tuck pointing, and it was covered up again. Insulation completed in June, picture in the attic was taken. The picture shows open spots to light, rotting wood, visible mold. Told me problem would be fixed, it wasn't. Overcharged for new roof to fix a leak problem that still remains.

  Business Response

  Date: 07/06/2024

  Ms. ************************* you for bringing your concerns to our attention. We apologize for the inconvenience you have experienced and would like to address your complaint regarding the warranty and the completion of the job.
  
  We understand that you are dissatisfied with flashing and stain on the ceiling. We came out a few months back and completely redone the flashing around chimney. In regards to the ceiling stain we would like to help in anyway to help get that taken care of for you. 
  
  In regards to the warranty, we want to assure you that calling another company to fix the problem will not affect or void your warranty with Klaus. We stand by our commitment to provide reliable and high-quality service, and we will honor our warranty regardless of who performs the  repairs. 
  
  Please let us know how you would like us to proceed with fixing the stain on the ceiling. We value your feedback and are committed to resolving this matter in a timely and satisfactory manner.
  
  Thank you for your understanding and patience. We appreciate your business and look forward to addressing your concerns.

  Customer Answer

  Date: 07/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21906410
  
  I am rejecting this response because: 
  Klaus was hired to not only replace a roof but to fix any problems that existed to cause a leak by the fireplace where the leak occurred. You coming out to replace flashing three times and not making me aware of any issues only covered up the problem and it still exists. That is how you handled it. I paid to fix a problem not just make it look pretty. If you dont do that type of work I should have been told that and not promised that it would be done. I would like the cost of repairing the problem by another company to be covered as well as honoring my warranty from your company for the roof. Pictures show flashing being replaced third time and light coming through to attic on final completion of work. Not acceptable. 
  Regards,
  
  *********************

  Business Response

  Date: 07/16/2024

  Dear BBB,

  Our Production Manager is currently reaching out to this customer to determine what is needed to address the issue regarding her chimney. We will provide an update once we've spoken to them. 

  Warmly,

  ***********************
  Marketing Manager
  Klaus Roofing Systems of Ohio
  ************

  Customer Answer

  Date: 07/29/2024

  Currently I cannot accept or reject the business response.  The production manager has reached out to me and asked me to get estimates for the repairs to the chimney.  However, it is taking some time to get estimates and I have not been able to do this quickly due to availability of masons or myself, because of work schedules.  I have agreed to get estimates and present them, but have not been able to present them yet.  Therefore the issue is still unresolved and still in process, so you should not close the complaint as of yet.

  Thank you,

  *********************

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair 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.

  Had a flat roof installed today 5/24/23. Total cost is for $3,005.83. I have paid $901.75 on 5/1/23. They arrived at 7am and had a large crew of maybe 6-7 people. After roof was removed only 2 people remained and proceeded to get drunk! Threw a bottle of beer off my roof into the neighbors yard. Saw a discarded bottle of beer in the dumpster. They even hid a six pack of beer under my Japanese maple tree under a board and smashed 2 plants! After I told Danny about the beer the work suddenly halted and they were done. I am worried they did not do a good job and I need to get a third party to inspect my roof because these two guys were visibly drunk! They also left the work dumpster parked on my sidewalk!!! I am going to refuse to pay because I do not know what kind of work these two drunk people did to my house. The area was 12 ft x 12 ft and it took them almost 9 hours!!!

  Customer Answer

  Date: 05/25/2023

  I just had a long talk with owner of Klaus Roofing and he inspected the job. He also reduced the price in good faith and for my peace of mind which was all I could ask for. Ron Day really made everything right with this roof install. I feel he went above and beyond. The issue has been resolved and I am so pleased how quickly he came out and talked to me and let me know what was going on. He really is a great person and I am happy with the outcome.
  
  **** **** ***** *** *********************