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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
********** has been totally unresponsive to our phone calls, voicemails, emails and text messages. ***** ***** stopped out at our house to see roof damage. ***** got up on our roof, took pictures of the damage, promised to submit the pictures to ***** **** using our claim number, and most important expressed his interest in working with us. ***** **** says that they did not receive any communication or pictures from ***** or ********** regarding our claim #. That was in August of 2023. Since then, ***** has failed to return all of our phone calls, emails, and text messages despite reaching out to him countless times. So then we started calling the ********** main office and the person answering those phone calls said that she would get the message to *****. We left multiple messages for ***** this way. ***** still does not return our messages. We even sent an email to **********' general email inbox: [email protected], and still we have heard nothing back. When ***** stopped out in August, he took his time, seemed really knowledgeable and expressed a genuine interest in working with us. This lack of communication has been going on for several months and I have no clue what is going on.
Business response
03/06/2024
Good afternoon,
Thank you for bringing this matter to our attention. After reviewing the information and checking our records we found that we did in fact drop the ball on the communication with homeowner. We have since contacted him and are back on track with submitting the information to his insurance carrier. We will then be waiting for a response from the carrier as to whether or not this roof will be approved for replacement. Thank you again.
Best Regards,
*** ******** ******
Customer response
04/09/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hi ******,
I'm writing you back because I saw your note from March 20. My apologies for not responding sooner. I wanted to provide an update on the case.
********** roofing did reach out to me after I contacted BBB and although my roof still needs work, ********** is actively working with my home insurance agency and I am satisfied with their response.
Thank you,Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction 7/26. I gave them 2,000. I have a leak on the roof that is in my bathroom. They agreed to put a roof on in 6-8 weeks. I had to call them to come out and cover the leak which was around the 19-24 of September. Finally a date, October 7th,no can't make it. October 14,no again. October 19th, no again. Now it's for October 20th. I'll be surprised if they show. My ceiling and walls are worse then in the beginning.Business response
10/21/2021
We spoke with the homeowner. When we apologized for the delay due to mother nature providing the rainiest season in 50 years, she said it really didn’t rain by her….but at the same time, claimed her ceiling was further damaged… even though it didn’t really rain in her area.
It should be noted that we went to the home to tarp it in September to stop any more water from entering the home since were delayed by rain and extreme heat all season (This service was per her request).
Unfortunately, it became very apparent several minutes into the conversation that she was frustrated with us and vice versa.
We feel it is never a good idea to move forward with a project when the relationship between the homeowner and contractor is strained, so we agreed to refund her the $2000 deposit and go our separate ways.
Best Regards,
********** *******Customer response
10/26/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]RECEIVED VIA PHONE BY BBB STAFF MEMBER:
The consumer would like to know when and how they will be issued the refund?
Business response
11/18/2021
RECEIVED VIA PHONE BY BBB STAFF MEMBER:
Tom from the business has informed the BBB that the consumer has received the refund check.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.