ComplaintsforMr. Roof, Able Roofing & Contractors Inc

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Whoever on Mr. Roof's crew who put the roof on around our hot water heater vent, pulled it apart and put the roof on around it knowing it was crooked and leaning to the left because that's how we found it after they were done! We had to temporarily put the pipe together until we could get it properly fixed! Carbon monoxide emissions can kill you! This was a life threatening mistake that no experienced roofer should have made!

  

  Business response

  11/08/2023

  Those pipes are very lightly put together and on our pre-start checklist that the customer signed states that it is the homeowners responsibility to check once we are off the property to make sure it hasn’t come loose from the normal vibrations of the roof being torn off and thousands of pounds being put back on.

  They contracted a friend to come out and make repairs to the HVAC pipe. They sent us an invoice for the repair on 11/6.

   

  We spoke to the customer on Friday 11/3. We are reaching back out to the customer to offer a $160 credit for the inconvenience.

   

  Best,

   

  Customer response

  11/08/2023

  I accept the business's response to resolve this complaint. However, I do want to note that I do not remember receiving a pre-start checklist which stated anything about the vent pipes. But, we are satisfied with their offer to correct the situation, and the credit that they took off the bill for our time and expense to get the problem fixed asap.

  
  Regards,
  
  ******* *******

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 5th, 2023, I entered a contract with Mr. Roof to fix my roof, facia, gutters, and gutter guard.  In the contract, it was stated to remove the original 61 feet of gutter helmet and reattach it to the new gutter system. 
  On April 28th, 2023, the contracted employees removed the full system and threw away the gutters and gutter helmet. 
  
  On May 5th, 2023, Mr. Roof sent a Certificate of Completion to my insurance agency. The pictures they took and sent to my insurance company represented the wrong side of the house. They did not complete the work, because they did not replace the removed gutter helmet (which was indicated in the contract). In addition, the gutters were installed incorrectly. Now, when it rains the water does not exit out the downspout, it overflows over the gutters.
  
  On May 6th, I contacted Mr. Roof about the issue and they sent the original contractors to replace the guard. When the contractors came, they intended to install a cheaper and flimsy version of the original gutter guard. I stopped the contractors from installing the wrong material. When I asked them what happened to the original, they stated they threw it away and were not instructed to keep it by Mr. Roof. Later they changed their story and said there was adhesive on the gutters that they could not remove.
  
  I contacted another company to receive an estimate for gutter helmet replacement and the total was $3,000. My invoice #****** totaled $16,662, of which I paid the balance, excluding $3,003 (since the gutter helmets were not installed). Unfortunately, Mr. Roof cost me more money because instead of doing what they were contracted to do, they incorrectly did something else. 
  
  I have attached text communications between Mr. Roof’s representative and myself showing that they were going to take care of the issue. The last communication was on June 2nd, indicating a scheduler would contact me to resolve the issue. However, to date, the issue has not been resolved. Now, I am receiving collection calls from Mr. Roof in Ohio and the Grand Rapids office is stating they do not install Gutter Helmets (the work they were contracted to do), from their perspective the job is complete, and the invoice is past due.
  

  

  Business response

  10/12/2023

  We were contracted to complete what was listed in the customer’s Insurance Scope, which is attached.  Pertaining to the gutters, the insurance scope states to remove and replace 71.17 LF of 5” gutter, detach and reset 61.17LF of existing gutter protection, as well as replacing 10 LF of new gutter protection, not gutter helmets.
  
  We completed the gutter installment on 4/28/2023, replacing 72 LF of new gutters.  We also installed 12 ft of downspout, at no cost to customer.  Customer then informed us, that the crew lead did not install the 10 ft of gutter guard during the initial install on 4/28/2023.  At that time, customer also asked for Mr. Roof to clean out the debris in the new gutter run, prior to installing the 10 ft of gutter guard.  Mr. Roof did so, at no charge to the customer.  Crew lead went back to customer’s home on 5/8/2023, to clean out their gutter, and to install the 10 lf of gutter protection.  On 5/8/2023, customer called into Mr. Roof, asking why some of the existing gutter helmets were not reinstalled.  Our crew lead reported back to us stating, there was not a way, or were able to reinstall the existing gutter helmets, due to the fact that the helmets were previously caulked, to the existing drip edge.  At that time, the customer shared her concern about the new gutter protection that was installed in place of, by Mr. Roof.  The customer was then informed that Mr. Roof does not offer gutter helmets as a form of gutter protection, and that we would have her Salesman reach out to discuss what the options were. 
  
  In the meantime, Mr. Roof did try to locate resources for gutter helmet material.  We were also informed, by one of our other crew leads, that he was able to install these gutter helmets, if Mr. Roof was able to source these materials.  As referenced in the text communication to the customer, with what the customer has provided, the customer was informed of this as well.  After exhausting all of our avenues, Mr. Roof was not able to locate a resource for gutter helmet material.  This was then communicated to the customer.
  
  Mr. Roof would like to send our crew lead out to the customer’s home to complete an inspection of the new gutters that were installed, as this is the first we are hearing that the water does not drain properly through the downspout.  We are also willing to provide, a credit in the amount listed in the customer’s insurance scope (attached) for the entire amount provided by the insurance company, for replacing 10 LF of new gutter protection, $97.88, as well as detaching and reset 61.17 LF of existing gutter protection, $255.69.  This is a total credit of $353.57.

  Customer response

  10/13/2023

  I am writing this rejection response to Mr. Roof’s retort. There are many inconsistencies, false information, and blatantly ignoring details of the issue. Receiving a credit of $353.57 is an offensive offering to me.

  The main concern is the original 61.17LF gutter helmet was not detached and replaced. No communication was given to the homeowner or insurance company about the inability to perform this service. I would like to see proof of this. Were pictures taken to prove the situation? Best practices when a job cannot be completed per Insurance Scope – Mr. Roof should have contacted the homeowner and the insurance company explaining the situation and file a request for more funds to replace the high-quality gutter protection. This was not done by Mr. Roof. I was told Mr. Roof would be my advocate with the insurance company if more funds were needed for materials.
  

  In the letter, Mr. Roof stated they installed 12 ft of downspout at no cost to the customer. However, in the insurance scope, funds were allocated to pay for the material.
  
  Yes, I did ask Mr. Roof to clean the gutters. This was because if the gutter guards were installed at the correct time, there would not be debris in the gutters. However, the gutters were not cleaned out. I stopped the contractors from working on the gutters within 5 minutes of arrival when I realized they were going to install the low-quality gutter guards.
  An omission from Mr. Roof’s retort letter is the fact their salesman, Luke V*********, had stated on June 2nd, that they had found an installer and the production scheduler would reach out to me for a time to come out. This did not occur, and this was the last I heard from Mr. Roof until they were collecting for the remaining cost of the incomplete job in October.
  
  Another concern is Mr. Roof fraudulently sent a Certificate of Completion to me and my insurance company stating the full job scope was done. They submitted pictures of the incorrect side of the house showing the job was complete. When in actuality, it was missing the high-quality gutter protection paid by the insurance company and the existing protection was not removed and reattached.
  
  Mr. Roof’s lack of communication and lack of proof about the inability to detach and reattach the protection, has put a financial burden on me. I will now have to replace the full 71.17LF without the insurance company’s help, since the insurance company received a misrepresented Certificate of Completion from Mr. Roof. The estimates I have received to complete and repair the job are $3,000. 

  Regards,
  
  ***** ****

  

  Business response

  10/27/2023

  We are looking for a gutter helmet vendor to install the gutter helmet gutter guards. 

  Best,

  Customer response

  11/02/2023

  I accept the business's response to resolve this complaint: if Mr. Roof actually follows through and makes good on the outstanding costs. I'm expecting no additional costs, the gutters to be fixed, and a high-quality guard to be installed. Otherwise, if no follow through occurs, then the outstanding costs of $3,000 will be considered written off. I should not be contacted by Mr. Roof, unless they are scheduling the repairs of their error.

  
  Regards,
  
  ***** ****

  

  Business response

  12/07/2023

  Customer still has a balance on file for the completion of the repair as well as the additional wood replacement required for the roof.
  
  As for the gutter helmet, we ask that she provide a copy of the written estimate(s) she received for $3,000 that list the measurements and type of product quoted directly from the company that provided the estimate.
  
  We are continuing to source a gutter helmet style company to provide installation of the 61.17LF of gutter helmet. We do have an installer that can install it (which is why Luke reported on June 2nd) however, we were unable to get our hands on the helmet style gutter guard material to be able to provide this for her. She does owe for the work that was completed.
  
  We sent a COC to the insurance company for work that we completed and asked to have the recoverable depreciation release to her as the homeowner. The gutter guards covered under the insurance scope are listed within the soffit/fascia line and were only input into the COC because of how the contract was written up; we can easily send a new COC less just the gutter guards that have not officially been completed to her satisfaction yet.
  
  BBB only received 1 of the 4 photos that was sent by Mr. Roof to her insurance company; nothing was staged or intended to be fraudulent as she states in her response. We’ve attached the other 3 photos her insurance company received and were not provided to BBB as well as a before photo.  We have also attached a copy of the email that was sent to her insurance company that provided the attached photos along with the COC.
  
  We will be in contact with the customer upon reviewing the estimate that we have asked for.
  
  We look forward to assisting to solve her gutter helmet issue and remain happy to offer an inspection for her overflow issue she recently brought to our attention.

  Customer response

  12/08/2023

  I am rejecting this response because: I have already submitted the requested estimate. Please look in the prior communications.

  We seem to be going in circles on this issue. Mr. Roof is not taking responsibility for the lack of communication with me and my insurance company, they are not recognizing that they have cost me additional expenses for destroying property that should have been reused, they are ignoring that the work was not completed within the scope of the insurance and the contract, and Mr. Roof should have taken pictures of the replaced boards so we could have submitted the costs to my insurance company.

  I would like to suggest using BBB for mediation or arbitration to resolve this issue.

  Regards,
  
  ***** ****

• Initial Complaint

  10/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contacted them the last week in July of this year for a estimate on a new metal roof (my roof damaged due to winds earlier this year). I have a $2500 insurance deductible and knew I would end up paying for it myself (I did get $225 from the insurance company). Gave them $8,000 7/31/2023 and was told they would be able to install it within 3-5 weeks. I sent theme a text on Sept 14, 2023 and they called me saying the person who did the measurements had mistakenly ordered 400 of one panel and the metal company had contacted them to make sure the order was correct. They had not looked at my order or any communication from the metal company until I contacted them. Had I not contacted them they still would have not known their mistake. I have continued sending them texts asking them when the roof will be replaced and they keep making up excuses. I recently changed auto and homeowners insurance for a substantial savings but thee homeowners insurance will not insure me until I send them a picture with the new roof. My old insurance policy ends October 6 and once it's been cancelled they cannot insure me without starting all over again and they will need a picture of the new roof and paperwork showing it was installed. I am at my wits end, the mortgage company needs proof of my new policy which I cannot get until the roof is on. Everyone at Mr. Roof keeps giving me excuses and my roof would still be sitting nowhere had I not called them and they looked and saw the message from the metal company. If there is anyway you can help me I would greatly appreciate it, I have tried to be patient and understanding but am getting nowhere. I have multiple texts from Mr. Roof but have not recording of the conversation stating that they hada made a mistake. They literally told me the person that put in the order did what "was like a butt call" that pushed the number of panels to 400.

  

  Business response

  10/05/2023

  She has been informed that her project will be starting this coming Tuesday of next week 10/10/23. Mrs. **** has also been informed of the delay with her materials being that the panel choice was backed up. However, the supply shop has informed us that they expedited her job, which they have done and so her material will be ready this Friday 10/6/23 and delivered for the Monday 10/9/23. Mrs. **** did respond to my text with this information that it works well with her. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: I am making a formal complaint on behalf of my mother, ****** ***** against Able Roofing. She contacted Able Roofing due to storm damage her roof had incurred during a storm in the spring. Her sales rep, Zach H*****, stated that he would work with her insurance company to make sure that her out of pocket costs were confirmed prior to having her roof replaced as she was on a fixed income. This was of great concern to her as she is a disabled senior citizen living on social security and finances are limited. She was informed by the insurance claims agent that her out of pocket cost would be $3500 including her deductible and depreciation. Zach confirmed to her that her out of pocket costs would be $3500 which included her deductible after speaking with the claim agent himself. Zach verbally stated this to myself, my brother **** ***** and sister-in-law ***** *****. She obtained financing for the $3500 through a promotion the company was offering. Zach stated that he felt that the insurance had given the company a low bid but that any additional money would be agreed upon between Able Roofing and the insurance company; the $3500 out of pocket cost would not change for her. Upon completion of her roof, there were numerous nails left on the driveway, grass and patio, a large amount of debris and sawdust was left on her car and the guards present on her gutters were damaged when removed. I did speak with the project manager who stated that $200 would be removed from the invoice to have the car detailed. Due to her financial limitations, not having that money in hand at the time of the roof completion made it impossible for ****** to have her car detailed. Shortly after her roof was complete, ****** received a bill that she still owed $2619.60 in addition to the $3500 that she paid out of pocket. The additional cost that she is incurring monthly for the $3500 over an 18 month period is financially difficult for her and now this additional amount is being requested. Looking at the contract that she signed, the original cost of the roof was $12270.14 but the bill she received was for $12740.14 plus additional charges. She has recently received a check from ******* ****** for $1083 for recoverable depreciation.According to the bill from Able Roofing, even with this final check, she would still owe $1536.60. This was not expected by her nor by me as I was informed that $3500 would be her out of pocket cost. I am asking that Able Roofing honor their verbal contract proposed to ******, myself, my brother **** *****, and sister-in-law ***** *****. ****** will write the final check of $1083 to Able Roofing and this should be the final payment for her roof. As a disabled senior citizen, she has a fixed limited income in which to live and she cannot afford anymore than the $3500 she already paid. Four different people were verbally informed by Able Roofing that her out of pocket costs for the roof would be $3500 so this amount should be honored.

  

  Business response

  09/07/2023

  The damages were rectified between the customer and the project manager. These billing discrepancies have already been addressed after her daughter reached out to Pat, our GM, directly. We credited the $1536.60 over 2 weeks ago.  The amount she owes is $1083 which matches the depreciation check from ******* ******.  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Mid July I had 2 contracts with Mr. Roof in Fairfield, OH. One contract was to install siding to the side of my home. The second contract was to install gutters, gutter covers, and fasica. Mr. Roof never explained to me that they are a “middle men”/ “marketing company.” They subcontract all their work out. My concern with using subcontractors is that 2-year warranty on the work and they are not trained by Mr. Roof so there may not be consistency with the work. I wanted the actual project managers that are employed by Mr. Roof to come out and certify the work that was done by non-employed workers. They completed the first part of the contract which was the siding. The City of Forest Park Building inspector came to view the work and they stated that it was completed with “poor craftsmanship.” To avoid having my electric cutoff twice, they completed contract #1 and started on 1/6 of the fascia that was part of the gutter contract ( Contract #2). I asked for the project manager to come and supervise the work that was supposed to be completed on the 2nd contract. I was told that would happen. Unfortunately, Mr. Roof did not keep their word. They refused to show and sent the contractors away. At one point a “supervisor” took the phone and told me no one was coming out, sent the crew home. They decided to terminate the 2nd contract because they did want to be held accountable by certifying the work of their contractors. Both contracts would have cost me $13,000! Since they started putting fascia on 1/6 of the area, which was part of the 2nd contract they terminated, they wanted to be compensated. They told me it cost $1185. I requested a detail invoice to explain how they came to that number because it seemed like a lot for such a small amount of work completed. The employee was shocked it cost that much. While they were “investigating” the cost breakdown of the invoice, they were attempting to get paid from the finance company. I was told they “can’t “ break down the invoice. On August 15, 2023 Doug from Mr. Roof was suppose to meet with The City of Forest Park Building inspector and myself to survey the projects poor craftsmanship and unfinished work. Doug agreed and then a few hours later sent a text canceling and not rescheduling. They constantly say one thing and then do the complete opposite. My home has unfinished work and looks bad. I have to hire another company to complete the work of the and polish finishes that Mr. Roof did not complete. After this experience I learned that Mr. Roof has poor customer service. The salespeople make you feel confident about the company and quality of work but once they have their contract and financing approved they move on. They don’t want to be held accountable for work.

  

  Business response

  09/07/2023

  This customer was not friendly from the start. We cancelled the majority of the gutter contract and only invoiced for 13ft of soffit and fascia that we completed and the siding portion of the contract. The General Manager and Justin [Project Manager] went out to this customers home to try and reason with her and come to a resolution. She was not budging. She started yelling at Justin for absolutely no reason. He ended up leaving the property. The General Manager told her we were going to cancel the remaining and invoice for the work we have already completed. The General Manager was going to offer her a discount if she let us finish the work entirely but she was not having it. We are invoiced for the siding as well as the partial gutter work we did complete. She is not happy about the price she has to pay. She thinks she should only have to pay the siding portion plus receive a discount for her inconvenience. The GM told her no and that we are due the balance as we completed some of the gutter work. As for the itemized invoice, we do not provide those. We have no way of providing that. Our invoices automatically generate from the system. 

  We will not be negotiating or offering a discount through this BBB discourse.

  Best,

  Customer response

  09/20/2023

  9.20.2023 KG received call from consumer discussed her request for $500.00 is "fair". She has decided to hire a new contractor to redo work with different materials than those used by Mr. Roof. KG explained BBB cannot pursue compensation which her request for $500.00 would fall within.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year in 2022 I call Mr roof warranty department to come and and see my roof. The guy Tyler came and told me I needed a ventilation vent for my roof that was the reason why it was sagging and he would see when he got back to the office how much it would cost. Tyler didn’t call me I called him and he told me the vent would cost 2000.00 dollars I ask him about someone coming to look at my roof he said he was put the order in. Mr roof people never came. The project foreman chase came and Susan that was August 21,2023 and said it was my rafters and I said this didn’t happen over night it’s been their and why did they put the roof on and didn’t inform me of the problem with the rafters I had the roof put on in 2020 just 3yrs ago and 20 yr warranty so they didn’t explain what the warranty take care of my roof is in bad shape

  

  Business response

  08/31/2023

  On January 6, 2020, Mr. Roof installed a Roof Guard Plus system for ******. At that time, the rep & the customer discussed the issues of sagging and how to most cost effectively address the sagging problem with a new roof. According to the contract, there are mentions of the of the sagging roof and that Mr. Roof would attempt to help this sagging by replacing OSB at the eaves which was done.  There isn’t any mention in the contract of making any corrections to the rafters so no corrections were made at that time. It seems that the plywood is now pulling away from the rafters due to additional sagging although no leaks or other issues are present which would require a general contractor to reframe. As a result, there is nothing that Mr. Roof can do to rectify this situation under the existing warranty. Mr. Roof has fulfilled all obligations according to the contract and if anything is under the stated written warranty that needs to be corrected, Mr. Roof would take care of those issues at anytime

  Customer response

  09/11/2023

  I am rejecting this response because: Mr.Roof haven't çome to fix my roof from sagging. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Able roof worked on re-roofing our roof on 7/5/23. After a month they still have not completed their contract obligations and corrected damage. I have attached our email correspondence to help provide the timeline and information. We have text messages and photos as well. If you can call me at ###-###-#### would like to walk through this with you. There are 4 known items that have not been completed: 1) Cleanup-There are still nails all over the place. We had a pre contract signing conversation and the contract was amended to state they owe all cleanup. A month later they have not completed this and the nails are in our gutters and downspouts. 2) Replace the damaged screen and window. A month later Able still has not corrected and as of last Monday, the cost had not been authorized by them to be completed. 3) The Able "PM" still has not returned text or my last email to coordinate correcting the vent issued they agreed in writing they would pay for. 4) Compensating us for the replacement of the ceiling fan electrical boxes. We currently have the bank payment on hold due their continued lack of response. We hired what was supposed to be a reputable roofing company and were promised a project manager who would coordinate and take care of the project. What we received was anything but a reputable performance. Our requested outcome 1) Able completes these open item and all cleanup, issues the warranty and receives the funding release 2) Able pays for the repairs to the vent and window 3) Able reimburses for light repairs 4) Able reimburse us at a fair hourly rate for our time doing their job 5) An executive of Able personally apologize for their handling of this

  

  Business response

  08/09/2023

  Hello,

  Bobby has been working through the issues Mr. ***** addressed in this complaint. Damaged screen and window -  Repair is in the works.  Glass company was out at customer’s property on 8/1 and informed us (Able) on 8/2 that the ETA for glass replacement was 2 weeks. Vent Issue – Customer had been informed that we (Able) cannot correct the vent issue below the roofline.  Customer was told to call a certified HVAC/plumbing company to get the work completed and we would reimburse them or pay the company directly.  This was relayed to the customer on 7/27 in writing. Ceiling fan electrical boxes - Customer has been informed to submit invoice to us upon completion. Cleanup – A secondary round of magnet sweep/gutters being cleared out has been offered.

   Best,

  Customer response

  08/16/2023

  Able still has not resolved the vent issue, or removed the nails. I have not heard from an Able executive. The only thing they have done is issued a credit for the lights and the window should be ready in a week or so.  I tried again to get the “pm” to walk and now the week of the 21st looks like the best case….7 weeks after the install? I hired what was claimed to be a reputable company and am tired of no one at Able being willing to walk out and address the matters. Last as Able had now waited 7 weeks to cleanup these nails are now in the gutters and downspouts. As I have stated before this needs to be flushed out. I requested a plan from able weeks ago on what day they wanted to do this and heard nothing. Would like to discuss, if so please call ###-###-####. Able created the problem, for 7 weeks they have put little effort into solving and they need to once and for all submit a plan to correct that we can coordinate and I can work from home the day they do it. 
  
  Regards,
  
  ***** *****

  

  Business response

  08/23/2023

  “Vent and removal of nails issue” – waiting on walk through to confirm list of all items that need to be rectified. 
  
  “no one at Able being willing to walk out and address the matters” – Bobby (project manager) has made repeated attempts to schedule walk through.  Customer’s availability is partly responsible for the “long wait”
  
  “7 weeks to cleanup nails in gutters and downspouts” – Bobby has repeatedly asked for confirmation of second attempt at nail removal.  To my knowledge, the customer has yet to confirm that is what he wants, besides describing it here on the BBB complaints.
  
  Bobby (project manager) forwarded me the attached text message from Friday August 11th, in which the customer didn’t respond until this past Friday, August 18th.  There has been a lot of communication between the customer and Bobby.  The time it has taken to get the customer’s issues resolved is in part due to the customer’s lack of response.

  Customer response

  09/02/2023

  
  Better Business Bureau:
  
  While I do not appreciate Able’s timeliness or response, as of yesterday they have finally completed the open items. I consider the matter closed. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They forged my name (****** ********) and initials on the documents. I (****** ********} was not authorized for any decision made on this project. ***** ******** ONLY!! ***** was charged and over charged for materials that were never used on project (roof) such as Thunder vent 6, Plumbing boot 3-4" They also said I (******* authorized a gutter size upgrage for standard 4" to 6" gutters and 3x4 downspouts all Improperly installed concerns about water proofing that was supposed to be add under shingles. ***** wasn't allowed to inspect before roofing shingles were applied. 

  

  Business response

  08/02/2023

  The contract was signed electronically on 6/1/23 - Both names appear on the final signature line of the contract. During installation, rotten fascia wood was discovered on left rear upper corner, photos taken, customer notified and wood replaced. When Doug, the project manager, showed up to do the quality control inspection, he was met by a hostile Mrs ********. Her husband even tried to calm her down. Doug was unable to complete final inspection for this reason. This is the first we are hearing of an issue with the gutters being "improperly installed". We would be happy to complete our inspection. Please give our office a call and we will get you scheduled. Thank you. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-2023 I contacted MR. Roof to repair shingles that blew off in a storm in March. The contract says the lifetime warranty charged me $300 for 3 shingles. I told them I wouldn't pay the $300 that I would see in court. i was ordering this done under my lifetime warranty. Devon said, "it doesn't cover that." In the contract it says Up to 200 MPH winds will be covered. I can send this part of my contract to you to see. In April I had more shingles come off in another storm. This time I went through my home owners insurance deductible was $2,500. I had to repair it that time under maintenance . I am asking Mr Roof to reimburse me for the $2,500 deductible on my insurance for April repair & the court fee of the org. 3 shingle job of $133.00.

  

  Business response

  07/11/2023

  Hey *****,

  Please send over the copy of your contract. Our warranties do not cover storm damage. 

   

  Best,

  Customer response

  07/14/2023

  I am rejecting this response because:My roof I purchased in 2011 has a lifetime warranty that includes wind damage
  
  Regards,
  
  ***** *******

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 18th 2023 ,7am my roof was to be replaced by Mr Roof. An old pickup parked & waited (no Mr Roof logo on the vehicle), a bit later a newer red vehicle parked. 3 men came up & put ladder to roof, I went on porch to greet & "no one" spoke English. 1) I felt unsafe, I'm 66, widowed, living alone. My thoughts were, is this a valid company, Would I be held liable for any injuries, were the crew citizens licensed to work here. 2) I was informed a project mgr would speak to me first. 3) I called the Mr Roof # & spoke to a person with the answering service (biz was not open). They took the message I wanted a crew that I could communicate with today. 4) The project mgr was called by a crew member & the project mgr had broken English he was "going to pickup roofing materials". 5) salesman Joe B***** called me & was furious & said I would not manipulate the situation. 6) The company cancelled project & would charge me a restocking fee. 7) If the project mgr would have been here with the roofing materials & spoken to me, this could have been avoided. As I was being told they cancelled, the crew was hammering back the shingles they had already removed. 8) Charging a restocking fee in this case is unthinkable. I want no apology, no money, I don't want the restocking fee. I feel I am another senior citizen & widow being taken advantage of by salesmen & large companies. Good communication could have taken care of this whole issue. I wonder if they have had other problems in the past and made a snap judgement in this situation and come out making money by charging a restocking fee.

  

  Business response

  05/18/2023

  Hello,
  
  Thank you for your feedback. We go through the proper legal channels when hiring crews. Our crews are insured and are required to be U.S Citizens. As a multi-regional organization with over 60 years of business, we don’t take shortcuts when it comes to hiring professionals.
  
  You requested to have a fully English-speaking crew. We did not have a crew available for you to accommodate your request. Because you insisted this be the case to complete the work on your home, we were forced to cancel the project. Furthermore, we do not intend to provide you with services going forward, in the future. We will be collecting a restocking fee due to our contractual agreement that outlines the 72-hour cancellation notice that has since passed.
  
  Best,

  Customer response

  05/19/2023

  I was not informed there were no crews with whom could effectively communicate. No logos on the vehicles. The project manager was to have spoken with me “prior to” any work being done and this step was not followed. The complete absence of these small steps started the feeling of being unsafe. I am a widow, alone, and a senior citizen.  
  The sales person Joe B***** was so furious with me that he accused me of being manipulative on a phone conversation May 18th 2023. I thought that was the problem, now not only did I feel unsafe, I felt that I was being used and slandered by a member of staff. Each staff member represents the views of the company. I felt the contract was being cancelled due to Mr Roof feeling I was being manipulative. I did not understand no other crew would ever be available that work with Mr Roof.  
  I felt unsafe in the situation (elderly, widow, alone) and asked for a solution which was denied and at a high cost. No compromise was offered, no mention of any restocking fees. The price for my peace of mind and safety was only $1,331,08.  
  No products were on the property when a phone was handed to me by a crewman. The gentleman on the phone appeared to be trying to inform me he was on his way to the dump to pick up things
  This was an unusual conversation so in my defense, there were Mr Roof logo’s on any vehicle, and no way to interpret from the crew. The whole situation felt unsafe. 
  Some of the old roofing was already removed by the time Mr Roof contacted the roofers to stop working. I did appreciate the roofer hammering back in place the roof that had already been removed.
  Better communication training for the sales staff, a project manager who arrives on site “first with details” of how the day will be handled and logos on the vehicles will go along way in helping customers feel safe in working with Mr Roof. 
  

  
  

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