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:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I have had issues with the corners of a metal roof lifting up and siding coming off the house that have been reported to the owner of Excalibur Roofing for over a year now. The only response I ever get is when I threaten to file a complaint with the BBB. My first communication was on 10/24/23, and nothing has been repaired, so much for the Lifetime Guarantee. When Mr. ********* does respond it’s either a labor shortage or any other excuse he can come up with. This is the second complaint filed regarding siding coming off the house. His company also failed to use j channel around the windows for the siding to expand and or contract. Since his failure to correct these issues, I have no choice but to hire another contractor to repair the above mentioned issues to avoid further damage to the structure.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This roof contract started in March. Since then we've had several different crews come over to repair and complete it. Time and time again they would not get it done correctly.
  
  We eventually hired an inspector from the Feick Group in Sandusky. He wrote up a report that we paid $600 for.
  
  The biggest issue is that we have a built in front porch that has a flat roof that drained on the shingles. When they installed the metal roof, they made it where the roof cannot drain correctly and the water is going wherever it can. A matter of time before our roof caves in from this.
  
  They didn't do the flashing correctly on the chimney either. It is just a matter of time before their black caulk is destroyed. It is already dry rotting as it's not supposed to be used for what they use it for.
  
  We haven't heard from Mr. ******** at all to come and finish the job. It is still not complete.
  
  We sent out a letter from an attorney and Mr. ******** has refused to respond. We are going to pursue litigation at this point because he is making no effort whatsoever to make this right.

  Business Response

  Date: 02/26/2024

  I have been in contact with him a couple of times. I let him know I'm waiting on a crew to come in. It could be as soon as tomorrow. 

  Customer Answer

  Date: 03/04/2024

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

  This is what we have heard almost verbatim around at least 10 different times but realistically it's many more. Several calls and messages telling us there will be someone by to measure to redo the roof. No one shows up, ever. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/29/2022

  Type:Order 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 7.1.22 I met with *** ********, the owner to do a smaller metal roof job on my home in Sandusky, OH. He quoted me 3,800. I agreed, signed a contract and gave him a deposit of $1,500. After a month I kept calling him, he told me he was having a hard time finding roofers and besides he "Wasn't making enough money"! I could not believe a business owner would complain he was not making enough... He told me he wanted another $400 which I thought was a horrible thing to do but with winter approaching I had no other choice and reluctantly agreed if he could do in 30 days. I ran into a roofer and he told me he could do it, I called *** and told him to refund my 1,500 then he said he found someone. This guy came over and worked his but off and did the job. PROBLEM... Wrong color and it is screwed in instead of seamless. The roofer said *** was trying to weasel out of paying him too so as much as I wanted to pay him direct, I honored my contract. I paid the 2,500 balance. NOW *** never paid his installer!! Also, I looked and yes the color is not the same as the other part of the roof! He was the worst person I've ever dealt with in business... .Steer clear of him! He is a scammer...

  Business Response

  Date: 09/29/2022

  The business owner informed BBB that the original contract for the job stated that the consumer would purchase all materials, some of the materials sourced from Menards.

  The job was delayed because the business had a hard time getting employees.  When the business was ready to start the work, the business owner went to Menards to get the needed materials.  He was informed that there would be a 6 to 8 week wait time for the materials.  The business owner offered to source the materials through the business' supplier for an additional $400.  The consumer verbally agreed to the additional cost, and okayed having the roof screwed down so that the work could be done.

  The job was done in one day.  The consumer paid the business and never mentioned that there was an issue with the color of the roof.

  Regarding the actions of employee:  ***** was a new employee that worked for the business for one day.  He went to one of the business' jobsites and recruited other employees there, enticing them by saying the business would pay them $400 at the end of the day to do the consumer's job.  ***** got materials for the job.  When the job was completed, ***** asked for the consumer to pay him directly.  The business owner found out and told the consumer to pay the business, not the employee for the work.  The consumer paid, but did not give the business the additional $400 as agreed.  ***** later called the business and asked for his wages.  The business owner told him to meet him at the jobsite where ***** recruited the other employees.  ***** never came.

  The business believes it has fulfilled its obligation to the consumer as agreed and considers the matter closed.

   

• Initial Complaint

  Date:08/09/2022

  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.

  I hired Excalibur Metal Roofing to put a new roof on my house in June 2020. The work was started in August 2020. The initial work was finished quickly in a few days, but there were issues and things that were not done, such as the soffit and fascia and the gutters were not put back up and those that were not taken down were not refastened to the roof. There were also a number of cosmetic issues that needed to be dealt with.
  In addition to that, despite the contract saying that the mess would be cleaned up, I had to take care of it twice.
  I have been trying to get the work finished for 2 years, with the owner saying he needs to wait until crews are in the area, that he has no employees or sending a crew to do part of the work.
  At the beginning July 2022, one of the gutters that was never refastened to the roof broke off in the middle and was caving in. On July 29 , the one end of the gutter fell off completely and the other end was laying on a power line that goes from my house to my barn. After calling multiple times over the following week and leaving multiple messages, the owner finally answered the phone today on August 5 and essentially said he could do nothing because he has no employees. He then started asking me if he did the gutters, I assume because he didn't think they were his responsibility. He also stated that he did extra work for me (put a new pole up on my porch), like it makes up for the issues I have, but those things were done because it was taking so long to complete the work. After explaining the urgency of the situation again, because I didn't feel like he was understanding, he said "I have to go now" and as I was already getting upset, I hung up. On August 8, I had someone go onto the roof and pull down the gutter, so it wouldn't take down the power line if it fell off completely.
  
  All I want is for the work to be done or to be given a refund so I can get someone else to correct the problems that his company created.

  Business Response

  Date: 08/10/2022

  This customer is a single mother of two boys and I have done all possible to accommodate her First issue wasps in old roof, money was deducted from balance due for extermination she ordered. We installed aluminum fascia on part of home then provided a 4x4 post on front porch and aluminum warped it, then adjusted old gutters all at no additional charge. Now the old gutter system has failed. I have done much more then contract we agreed to. The customer was being rude, I did tell her I had to go. However to maintain my BBB rating I am willing to attempt resolving this complaint. Thank you ***** ********

  Customer Answer

  Date: 08/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  All possible was not done as I have been calling him for two years to get some cosmetic issues (some potentially not cosmetic) fixed, which have still not been completed.  The wasps were not payed for by him because he owed me a small refund because of supplies that he did not have to order, so that money was used for the wasps.  However, I have a voicemail saying that the company would pay to have the wasps removed.  As for the post, it was replaced, but it is not wrapped.  It was done because the work was taking so long to be completed.  That does not mean he shouldn't fix the problems that his crews created in the first place.  
  Whether my gutters are perfect or not is not the issue.  They were firmly attached to the roof before the new roof was installed and they were not after, which I have told him many times. (The unfastened bracket can be seen hanging down in the images I submitted) If something is removed or unfastened while doing a job, they should be put back up and refastened after the job is complete, whether they are perfect or not.  I was not being rude, I was merely stating facts in a no nonsense manner to someone who is trying to cheat me out of a job I paid him to do. A job which has still not been completed. As stated previously, I just want the job done in a professional and timely manner or get a refund so that I can get a different company to correct the problems that have been created for me by this company.
  
  
  
  Sincerely,
  
  
  
  ******** ********