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:09/28/2023

  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.

  On July 24 Ace roofing put on a new roof for 19,500 which was paid when tearing the whole roof off it was discovered that the old house built in 1900 did not have plywood on. it I was contacted by the supervisor and told him go ahead and put plywood on that area which he did upon completion of the roof, he walked up to the front door and said that will be an extra $4000, I canceled that check until I found out more information the first text that I sent him was on July 26 about giving me the square footage and plywood used. No response on August 29 tax. I asked him about the same question plywood used and square footage then had a contractor measure the old house which was 710 ft.² estimate no response by Ace again asked for square footage and plywood no answer then I on September 6 *** the boss stopped out here at the house and told me for the first time. Oh there was other stuff done to the new house I received no estimate or no pictures of what was done with the new house so I questioned it, their foreman also said at the time I usually take pictures like he did with the old house and show the customer. It was kind of funny after all this time that now all of a sudden there was other plywood put on still to this day there was no estimate on square footage and plywood used , then for the next five days I received harassment with wake up early morning text of religious quotes what I would like to have done is payment on 710 ft.² to settle this problem. I cannot verify any work that was done other than the old house no written estimate was given or permission to do anything else except the old house I also would like a paid in full statement by the company

  

  Business Response

  Date: 10/14/2023

  Per are contracts any wood repair is an extra charge and as stated we have no way of knowing what will need replacing until we remove the existing roofing and as stated we will not put a new roof over rotten/ buckled/ damaged / bad roof decking. 
  Customers that hire Ace roofing hire us because we do it the correct way, unlike most other contractors. you were on site you saw all the damaged wood you gave us permission to change it and fix it the correct way as needed. When the roof was completed, we gave you the total for the wood  repair and then gave you a discount . You were very happy. You gave us a separate check for the wood repairs and a couple days later you stopped payment on that check. 
  then you had 4 other contractors Measure a few sections of your roof and that is what you are using for the total square footage. They did not measure everything we had a meeting. I bring an Eagleview to show you the sections and where the wood was replaced on the entire roof. You agreed and was very happy at that time again and you apologized for canceling the check and you said you would mail another check to pay your balance we never received that. I Did not contact you since that day you also stated at the meeting that the other contractors stated that this was the best roof they have ever seen, and the quality of the workmanship was far beyond any that they have seen this is why you hired us because of the quality workmanship that we do.

  And now you’re making a BBB complaint because you don’t want to pay your bill. 
  and like I stated at are last meeting if you don’t pay your bill that is on you and you will not here from me agin. 
  im not responding to your messages about trying to make a deal to pay half of the discounted price for the wood replacement so now your trying to use the BBB as a tool to justify your actions and put a bad mark against my good reputation.

  like I said if you pay your bill or not that is up to you 

  Customer Answer

  Date: 10/20/2023

  
  Complaint: ********
  
  I am rejecting  as to your response  this response because: I’m upset that you accused me of using the BBB to get out of paying my bill. As for your response I never received an estimate of the repair of the roof. The only thing we talked about. Was repair? Of the old section it was never brought to my attention of any other repair that had to be done not until two months later. Yes, I was on site for two days. Your foreman called me off the porch to show the old roof that needed plywood I agreed that was the only communication that I had with him, I told him to go ahead and repair the old section and no I have never been happy about this as for my contractor he never said it was the very best roof he ever seen. He said it was a good roof. I have sent you many texts from day one about this problem. I gladly said that I would pay for all plywood put on the old house, which was shown to me in photographs. There was no photographs or communication on anything else to be done the old section my contractor said it’s about 715 square feet when I said I would pay $2000 for that section since I did not have any information about anything else to be done to the roof. Your foreman also said he usually takes pictures and notifies the owner. This was not done.
  *** you never was on this roof  I will gladly have a third-party decide the outcome
  Sincerely,
  
  ***** *****