Complaints

This profile includes complaints for Know-A-Guy Roofing & Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Know-A-Guy Roofing & Exteriors

  6114 E Walnut St Westerville, OH 43081

  
• 

  Know-A-Guy Roofing & Exteriors

  75 E Wilson Bridge Rd Ste 6 Worthington, OH 43085-2362

  
• 

  Know-A-Guy Roofing & Exteriors

  670 Meridian Way, STE 150 Westerville, OH 43082

  

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:01/20/2025

  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.

  We agreed to do roofing for $11,000, siding for $19,000, and gutters for $2,500. They rushed me to deposit $16,000 and then disappeared for a few months. They never called me back or sent any emails or text messages during that time. I was worried because they had taken half the deposit. I called them and told them I would file a complaint. They eventually came back and completed the roofing but refused to continue with the siding.
  
  We had discussed installing siding with insulation over the phone with the company representative, but they brought the wrong materials without insulation. Now they refuse to refund me around $3,000. From the $16,000 I deposited, they only completed the roofing. I was expecting a $4,000 refund but only received $1,000, meaning they kept an extra $3,000. When I spoke with the company representative, he told me he had quit the job, which is why I couldn’t reach him for months. He also said he didn’t remember me requesting insulation.

  

  Business Response

  Date: 01/21/2025

  Dear *******,

  
  We regret to hear of your dissatisfaction with the project. However, we would like to clarify the events and address your claims with the facts supported by our contract and project documentation.
  
  Project Scope and Insurance Details:
  This project was conducted as an insurance job, and all work was approved and paid for by the insurance company. Pricing was determined based on the insurance carrier's scope, not through a direct agreement with you. The allocated amounts in the insurance documents were as follows:
  - Roofing: $13,980.63
  - Siding: $19,592.06
  
  The contract for this work was signed on October 15, 2023. The deposit was received on November 7, 2023, in the amount of $15,591.07, which was the initial payment for the roofing and siding work as per the insurance claim. There was no rush on our part to obtain the deposit, and the timeline shows an appropriate progression of steps to begin the project.
  
  Insulation Request and Contract Terms:
  The installation of insulated siding was not included in the original contract or the insurance-approved scope of work. The insurance company only approved the replacement of standard vinyl siding to match the existing material. 
  
  The first mention of insulation occurred in your text dated November 10, 2023, where you inquired about insulation between the siding and plywood. This clearly shows insulation was never discussed prior to this point. When you later requested insulation, we informed you that this upgrade would cost an additional $1,000, which you declined. When you stated that you would not proceed without insulation, the siding portion of the project was halted.
  
  Siding Color Change and Delays:
  The siding materials were originally scheduled for delivery on January 8, 2024, and this was communicated to you on January 6, 2024. However, on January 7, 2024, you requested a last-minute color change. Unfortunately, this caused a delay, as the materials had already been custom-ordered based on the original specifications. We informed you of the $1,610.44 restocking fee, which you initially insisted we cover. 
  
  To maintain good faith, we accommodated the color change and reordered the materials. Once the new materials arrived, you introduced the insulation requirement, further complicating and delaying the project. At this point, it was evident that your expectations no longer aligned with the original scope and contract terms.
  
  Resolution:
  To resolve the situation, we proceeded with billing only for the completed roofing portion of the project. The remaining funds were retained by you for the siding portion, allowing you the freedom to work with another contractor if desired. 
  
  Conclusion:
  Your claims that we "disappeared for months" and failed to communicate are not accurate, as evidenced by our documented timeline and consistent communication efforts. The delays and additional costs were a direct result of your last-minute changes and requests beyond the scope of the insurance-approved work. 
  
  We have acted in good faith and incurred additional costs to accommodate your requests. If you wish to proceed with the siding installation under the original contract terms, we remain open to completing the work. Alternatively, you may work with another contractor using the retained funds.
  
  We hope this response provides clarity and demonstrates our commitment to professionalism and resolution.
  
  

  Customer Answer

  Date: 01/27/2025

  I tried multiple times to call you and left messages with your receptionist regarding the insulation and color change. You could have informed me if the part was delayed, but you didn’t take any action. You didn’t answer my calls to discuss the color change and insulation needs. It is your fault for disappearing for months, and then charging me a restocking fee without reason. Additionally, you didn’t offer to do the insulation for an extra $1,000, despite knowing that I asked for the project to fit within my insurance budget.
  
  Your company representative even stated, ‘We work for benefits,’ and decided not to continue with the project. Below are the costs provided by my insurance:
  •Roofing: $11,040.69
  •Gutters: $2,708.10
  •Flashing (L-flashing - galvanized): $115.92
  •R&R Fascia (metal - 8”): $163.95
  
  The total is $13,980.63. I have a copy of the insurance breakdown as evidence. However, you did not complete the Gutters + Downspouts, R&R Fascia (metal - 8”), and the front fascia, yet you charged us for these materials and labor. We are requesting a refund of $3,000.

  

  Business Response

  Date: 02/04/2025

  Thank you for sharing your concerns. While the original contract did not include insulation or a color change, we attempted to accommodate your requests. The first mention of insulation came on November 10, 2023, after the materials had already been ordered. Regarding the color change requested on January 7, 2024, we informed you of the $1,610.44 restocking fee caused by the late change.
  The roofing was completed per the insurance-approved scope, totaling $13,980.63. Gutters, fascia, and other items were not completed as the siding project was halted due to unresolved issues.
  To resolve this matter, we are offering a credit of $1,173.52 to address your concerns. Please let us know how you’d like to proceed.

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because: The only refunded 9 month ago partial $1,173,52 that’s why I contacted BBB because of I didn’t receive a full refund my balance .I am asking now to refund the balance my gutters and other pieces deposit $3000 after roofing subtracted.
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 02/13/2025

  There is nothing more we can do for you. We've already credited you $1,173.52. 

  Customer Answer

  Date: 02/13/2025

  I am rejecting this response because: I was expecting around $4,000, not $1,173.52. You were not supposed to keep our money. Now I couldn’t finish the siding and gutters project because you kept a large amount of my money without providing any service.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:12/21/2023

  Type:Product 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.

  Description:
  Company lied about obtaining permits, did not disclose they were not registered to work in Fayette
  County or I'd have cancelled the job, killed one of my pets due to their employees' negligence and
  inability to speak English. I was promised that both a team supervisor and production supervisor would
  be onsite and neither were, they damaged the air intake grill in my house, failed to clean up after
  themselves, and the product that was left over was supposed to remain on my property but was taken
  without permission which I believe would constitute theft. I have tried to negotiate, in writing with their
  CEO and salesperson, both of whom refused. I have text messages proving they told me they had
  obtained permits, and were going to show proof they had permits, when the County states no permits
  were pulled for my home since 2055. I can save the text messages and scan in the documents, and so
  forth. Additionally, they did not provide my insurance company, who is paying for the roof repair,
  updated itemized estimates, nor a finalized itemized bill, I never saw a bill or request to pay until
  November 17, 2023, and they have me in collections who continues to threaten me with court instead of
  contacting the insurance company, has also lied in email as well.

  

  Business Response

  Date: 12/30/2023

  Hello,
  
  We appreciate your feedback and concerns regarding your recent roofing project with our company. We understand the importance of addressing these matters promptly and transparently. Below, we've outlined our responses to your various concerns:
  
  **English Speaking Supervisor / Supervision:**
  It is true that our roofing crew primarily consists of individuals who predominantly speak Spanish. This is a common practice within our industry, and our crews are well-trained in their respective roles. We take pride in our diverse and skilled workforce.
  
  While you mentioned the absence of a supervisor who speaks English, we can confirm that our production manager was present on-site during the roofing project. To provide additional clarity, we have attached photos of the construction process to showcase the presence of our team members during the project.
  
  **Permits:**
  We apologize for any confusion or miscommunication regarding permit processing. After investigating the matter, we contacted Fayette County, who informed us that roofing permits are not required unless structural changes are involved. 
  
  Additionally, we want to emphasize that homeowners are responsible for acquiring and pulling permits for roofing projects in Fayette County which is untypical in other areas. We are committed to assisting you through this process to ensure full compliance.
  
  **Invoice and Balance Due:**
  Regarding the invoice with a balance due of $7,263.43, we have attached a copy of the invoice dated 11/17/2023. The terms stipulate that payment is due upon receipt. To avoid any further complications, we kindly request that you make the payment promptly.
  
  Your file was automatically forwarded to our financial recovery service and our attorney for further action. We had no choice to do this, We are a small company that employs hard working people locally. We paid for the labor and materials on this job and it was finished in a timely manner. We are upsiddown on this job without a final payment which severily hurts our company. 
  
  **Incident Reports:**
  We would like to address the evolving nature of the concerns raised, particularly with regard to the alleged damage to an air intake grill and the unfortunate incident involving your pet. We have thoroughly reviewed our quality control inspection records, and there is no mention of these issues in the reports that we conducted with the homeowner (***** *******) present. It is important to note that inconsistencies in the details of the incident, from the type of pet involved to the nature of the damage, have arisen. We take such matters seriously and prioritize transparency in our communications.

  Customer Answer

  Date: 01/02/2024

  I have indicated every single time that the pet they killed was a turtle.  Their claim that I've changed the kind of pet is a lie.  I also indicated to them, on numerous occasions, that they endangered my other animals by their leaving hundreds of nails all over my property.  These animals include: a dog, 2 horses, numerous goats, and numerous chickens.  At no time did I state otherwise.

  Regarding the non-English speaking members of their crew.  Is it logical to have all non-English speaking crew, without supervision, and without an English speaking member of the crew in order to communicate with the homeowner?  No.  Once again they are lying as shown by the text messages between myself and Mr. T*******.  He even alluded to Zac, one of the 2 supervisors, couldn't be at one of their other jobs, and that Mr. T******* had to cover for him.  There is always a supervisor onsite to handle concerns or questions of the homeowner.

  They say nothing about the fact, yes fact, that Fayette County, OH requires, by law, their business to be registered to perform work within the County and that they were NOT registered to work in the County, and therefore illegally worked in the County.

  Regarding the permits, they checked, by their own admission in their response, after the job was completed, and after I responded to Mr. M*******'s original email that I was informed twice, that they had the permits, and were going to bring proof that they had permits, which took place after I had already contacted the County and found out there were no permits pulled and told them they were lying to me.

  They also did not address in their response that **********, my insurance company, has informed them, both directly and through me, that ********** requires a fully itemized final invoice, not just what they sent, which is a balance do and generalized invoice.  As they've been told, several times since November, that payment will not be issued until they comply, especially after it has been requested for months and they have refused to comply the matter is out of my hands, as they knew that this would be paid via the insurance company cutting a check made out to myself, my wife and my mortgage company which would then need to be endorsed by the mortgage company and my wife and I, deposited in our account, and then we would cut a check to them. They knew going in that this was an insurance claim for damage done by high winds.
  

  They also did not address the stolen property, namely every bit of extra material which I paid for via the initial $7,500 check.  Stealing someone's property is a criminal offense.  They have also not reduced the balance due in lieu of the taking of my property without my permission.

  Regarding the damage to the air intake of my house, The damage was shown to them and documented with a picture that was sent to Mr. Terrible, yet now they claim they know nothing about it, and it was one of their employees, Zac or Mr. Terrible who "pushed" it back into place weeks later.  Once again, they've lied.

  So yes, I reject their response wholeheartedly.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/08/2024

  Dear *****,
  
  Thank you for your detailed response outlining your concerns and clarifications. We appreciate your patience as we work through these issues and seek a satisfactory resolution.
  
  Incident with the Turtle and Safety Concerns:
  We sincerely apologize for any discrepancies in our previous communication regarding the incident involving your turtle and the safety of your other animals. We understand the significance of your concerns and take them seriously. Safety is a top priority, and we will investigate the matter thoroughly to address any hazards posed by nails left on your property.
  

  Supervision and Communication:
  We appreciate your feedback on the importance of having English-speaking crew members and supervisors on-site for effective communication with homeowners. We understand the need for clear communication and acknowledge your point. Moving forward, we will ensure that there is effective communication between our team and homeowners to address any concerns promptly.
  
  Business Registration and Permits:
  We apologize for any oversight regarding business registration and permits in Fayette County, OH. Regarding the permits, we acknowledge the misunderstanding and regret any miscommunication. We understand the importance of transparent communication and will ensure better alignment with our customers in the future. As stated previously there is no permit required to a re-roof that does not require structural repairs. Additionally in Fayette county homeowners are responsible for pulling all permits.

  Insurance Billing:
  We appreciate the clarification regarding **********'s requirements for a fully itemized final invoice. There has been a revised estimate provided from ********** but you have not shared it with us so we are only able to send our certificate of completion to ********** which we have done.
  
  Damage to Air Intake:
  We appreciate your feedback regarding the photo provided, there is no air intake in that photo. There was no damage mentioned at the time of the final inspection. Please send us photos and description of what is damaged and we are more than happy to fix it. 

  Leftover Materials: Regarding the leftover materials, we apologize for any misunderstanding. Part of our standard practice, any excess materials left after the completion of a roofing project are the property of Legacy Exteriors. We order extra materials to the jobsite so we do not have to make material runs during the day.

  Our commitment is to resolve these issues promptly and to your complete satisfaction. We value your feedback and are dedicated to finding a resolution that meets your expectations. Please feel free to provide any further information or concerns you may have, and we will continue to work collaboratively towards a solution.
  
  Thank you for your understanding and for allowing us the opportunity to address these matters.
  
  Sincerely,
  
  

  Customer Answer

  Date: 01/25/2024

  All you're doing is sending the exact same canned response without any attempt to negotiate in good faith, and as usual, you gloss over the fact that you broke Fayette County and State Laws.
  
  
  
  Regards,
  
  
  
  ***** *******