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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
09/15/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
After initially agreeing to a roof and window replacement and signing contracts August 2, we have them under fraud investigation. After signing the forms with “we can figure out the window counts and styles later” we began asking questions regarding window styles, changes made in addendums that were made with no acceptable answers. August 13 we informed our rep we were uncomfortable moving forward w/o answers in making a large investment. Making a deposit day of was imperative to holding the price, we preferred a check and so they took a photo of a card with the form we signed indicating do not charge, they charged the card anyhow. The response was “you signed, you’re outside three day cancellation, we’ll either do the work or not but you’ll pay for materials or we’ll take your house”. Some customer service as they claim. Upon additional research they wouldn’t even be compliant with our building codes if the contracts were executed as exist. We just want out w/o threats and harassment.Business response
09/24/2021
To whom it may concern,
A settlement agreement was sent to the customer on 9/22.
This should be resolved in five weeks
Thank you.
Customer response
09/30/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
09/14/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I hired DaBella to replace my roof. The contractor placed the roofing materials on my roof but, failed to secure them. The materials fell off the roof which tore off several gutters, damaged my siding and my fence gate. This happened on Aug 2nd. The company said they would repair but continue with promises but no follow through. Also, I was standing where the items landed not 5 mins before which could have resulted in possible injury to myself and pet. Rain is in the forecast this weekend and without the gutters could cause water issues “ crawl space, landscaping, etc.Business response
09/17/2021
To whom it may concern,
Our General Manager has reached out to the homeowner.
This has been resolved.
Thank you.
Customer response
09/17/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ******Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had a new roof installed 1/7/2021. In April of 2021, we noticed our roof was visibly sagging and leaking. We filed a claim with GAF and let DaBella know about the problem. DaBella showed up and did an inspection. We never got an update so we called DaBella and they said there was no information in their system and they needed to send another person to inspect the roof. This happened three times. Since April we've attempted to contact multiple people with little-to no response or returned messages. The third representative that showed up said that it is DaBella's responsibly and that they would fix the roof. We received an update that all they were waiting on was materials but because of the pandemic it is hard to get. We are trying to refinance our home and the repair of the roof is the only condition that needs to be met for the loan to be funded. The loan has a time limit and will expire on 10/22/2021, and the rainy season is almost here. We need it to be repaired before 10/1/2021Business response
09/17/2021
To whom it may concern,
We are in the process of scheduling installer for service ticket. The service will be done before 10/1
We will continue to communicate with customer throughout the repair process.
Thank you.
Customer response
09/17/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
09/10/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was quoted and billed for 6" gutters to replace my existing 5" gutters. As well as a complete new roof. The roof was installed but the contractor DaBella used wasn't familiar with their installation standards so they had to come back to complete the job. I received notice from the financial institution that my loan payment was due but the gutters hadn't been installed. I contacted the salesmen and they said their manager said for me to make the payment and they would refund it back to me and would be getting the gutters installed soon, that was in May2021. Some gutters were installed but the company they sent only installs 5" gutters. I have been trying to DaBella to get the correct 6" gutters installed and they keep saying soon, be patient. I am paying for a product I haven't even received yet. The salesmen say the GM "****" will call, but I haven't received any call from him. This is from the Spokane WA office. I want my refunded payment and the gutters I'm paying for installed.Business response
09/20/2021
To whom it may concern,
The Spokane installers have been in contact with the homeowner to come to a resolution.
This should be resolved in six weeks.
Thank you.
Customer response
10/29/2021
I have not heard from the company. Their GM told be over the phone that once I signed their resolution document it would take 14 to 21 days to receive the check, that form was signed on September 28th and he hasn't responded to any of my emails.
What are the next steps?
Thanks
******
Business response
11/23/2021
To whom it may concern,
The refund check for ****** was mailed on 11/16.
She can anticipate the check to arrive by mail within the next 4 days.
Thank you
Customer response
12/07/2021
Hello
I did finally receive the payment I was promised.
Thank you
******
Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A Dabella salesman piched a product and service for a roof shingle replacement. He talked about how debella was a quality company and would provide superior service and procceeded to convince me to pay a premium to have my roof replaced. Two months later several pallets of materials show up to my house unannounced. Two months later after the materials have sat in my yard and have slowly started to degrade and sever of my calls to the company a crew shows up to perform the task. After three days of a break neck pace the are almost complete. The contract catches me on my way out the door to work and has me sign some papers he says are saying that they are there doing the job, I sign and head to work. When I get home there is still a mess at my house, damaged materials(installed and left behind) the roof has defects and screams shoty craftsmanship. I have filed a claim with GAF, the roofing manufacturer, due to improper installation. GAF plans to send an inspector out. Dabell won't answerBusiness response
09/17/2021
To whom it may concern,
A member of the Spokane office will be in touch on Monday 9/20 to discuss concerns.
Thank you.
Customer response
09/17/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not a resolution is not satisfactory to me. Dablla pulled a bait and switch and it's not likely without litigation that dabella will admit that.
Sincerely,
**** ********Customer response
10/05/2021
Complaint: ********
I am rejecting this response because the roof is still in need of being fixed and a fair price needs to be agreed on.
Sincerely,
**** ********Business response
10/11/2021
To whom it may concern,
Our General Manager met with the homeowner on 10/11/2021. Both parties came to an agreement on a settlement amount. The settlement agreement once signed will keep all warranties intact and provide the homeowner with a financial reimbursement toward the project cost. The reimbursement process can take up to two weeks for review by executive leadership. The homeowner can anticipate full resolution by the end of October 2021.Initial Complaint
09/06/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On August 3rd DaBella contractor arrived to replace my roofing materials. During this process I called the DaBella Rep. ****** ******* to inform him that the contractor was not correctly applying the roofing barrier, leaving bare sections of roof. ****** asked me to talk to the workers and have them apply the material correctly. 1. The workers did not speak English. 2. Its not my reasonability. Prior to the installation I informed ****** ******* that the heating duct upstairs is close to the roof and that if they were to cut in that area they would damage the duct. I called ****** ******* and the DaBella office to inform them that I have insulation particle blowing into my room that were causing me to itch and cough. I had to cover the duct vent with a towel and tape. I had to remove and discard the curtains and bed cover because of the insulation. During the installation these are the items that were damaged: Newly painted garage door & trim, path light, roof gutters. 30 days no calBusiness response
09/15/2021
To whom it may concern,
Our General Manager has spoken to the customer. There is a service ticket made in order to resolve their issues.
This should be resolved in six weeks.
Thank you.
Customer response
09/22/2021
Complaint: ********
I am rejecting this response because: When the roof and air-duct of my house get repaired, then I can accept there response. In the mean time fiberglass particles continue to blow into my room causing an unhealthy environment. I am in the process of hiring a heating and cooling company for an estimate of duct repair, also in the process of hiring a company to repair the damaged gutters. Dabella sent another repairman for a consult, his response was to replace the entire roofing material. Still waiting for a Dabella rep to confirm.
Sincerely,
******* ********Business response
09/30/2021
To whom it may concern,
The installer **** from Next Level will be out tomorrow to fix the garage door damage and look at gutter damage as well.
When it comes to the roof we installed with GAF, the best practices were used and per the contract.
It states in the signed contract that DaBella is not responsible for any repairs or replacement of any materials underneath the roof decking or inside the attic (including air vents or duct work).Thank you
Customer response
10/01/2021
Complaint: ********
I am rejecting this response because: Dabella contractor **** was by my residence to look at the issues, he is stating that Dabella is lying to him regarding the poor installation. **** stated that he would not repair the damaged gutters and poorly installed metal flashing or the damaged interior duct. **** did say that he would paint the garage door.Dabella Rep ****** ********** called me and asked what amount of funds I needed to resolved this issue. I informed ****** that I have scheduled appointment for gutter and duct repair. Mr. ********** sent me his work e-mail to send the repair receipts.
Sincerely,
******* ********Initial Complaint
09/01/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
March 24: I agreed on a $26980 contract for siding and gutters and paid $6745 as a 25% deposit. April 8-9: The company and I agreed to change our contract total to $28992. I never received a formal, written addendum for this change. May 12: Asked for an update to see if the addendum was approved but never got a response. July 12: Siding completed and I paid $22762. But $22762 + $6745 means I overpaid by $515. July 13: Called and no response. July 16: Called but not resolved. July 20: Emailed and received no response. July 26: Got a hold of company and they agreed I am owed $515, said it would be mailed to me. July 30-Aug 24: Called/emailed several times but not resolved. Sept 1: Called company and secretary said there was a dispute; was given a new number to call. New number got not response. Because I never received a written addendum and this has gone on for months, I'd like $2527 refunded as the difference between what I paid and the original contract I signed.Business response
09/10/2021
To whom it may concern,
We let *** know about his reimbursement.
A General Manager, Jared is meeting with *** today for a settlement agreement.
Thank you.Customer response
09/11/2021
Complaint: ********
I am rejecting this response because: I never heard from or met with Jared last week.
Sincerely,
*** **********Business response
10/08/2021
To whom it may concern,
Our General Manager has met with the home owner and they have received their desired refund.
They are happy with their siding and gutters.
Thank you
Customer response
10/13/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** **********Initial Complaint
08/31/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dabella included materials in roofing contract equal to nine sheets of 1/2" CD for possible sheathing repairs at $240.00 per sheet.. upon completion and inspection of the project dabellas used zero sheets of cdx I have contacted the Corporation office repeatedly to receive a credit for the materials and labor not performed at a total refund of $2160.00 I was informed by "Jake" the General Manager of the Hillboro office I would receive my refund on or about August 23, 2021.. as of today (08-31-21) at close of business I still have not received the amount due The roofing project was started on June 29 and finally inspected July 19.. I have plans on commencing a official complaint with the Oregon Contractors Board September 1, 2021 I think you should be aware these guys charge for labor and materials over and above what is necessary for repairs and when called upon to receive refunds for said materials and labor, these folks dont keep their word or contractBusiness response
09/01/2021
To whom it may concern,
The refund check for $2160.00 was sent to ******* ******** on 8/31/2021.
Thank you.
Customer response
09/01/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother in law is recently widowed so keep this in mind while reading. Two younger men came to the door to sell a roof which we were in need of repairing in the next few years. They talked her ear off for several hours and left here with a deposit of $6600 and a promise to fit the roof with special vents and roofing system as well as 3 windows which would cost $27,000 total which is insane anyway but she was insured the quality was worth it. Well, when everything started they lost materials several times, showed up unexpectedly, the roofing company workers brought their families over and they sat in the yard which was wierd. They left cigarette butts all over our yard, as well as shingles and staples which sucks because we have kids and small dogs. When we called to ask about things not being done to our expectations our Cala were not returned, we were told things would be fixed which we still don’t think they are but we can’t tell because we can’t get on the roof.Business response
09/07/2021
To whom it may concern,
A service ticket has been submitted for this customer and we are currently in communication.
Thank you.
Customer response
09/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, they did reach out however they are still pushing for window installation which we’ve cancelled twice. We are still waiting for a majority of the roof to be covered as it was a sub par job.
Sincerely,
***** ******Initial Complaint
08/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dabella representatives came to my home and gave me a quote to tear off and reinstall roofing materials. We came to an agreement and we signed a contract via an IPad. Once the contract was signed the sales rep said that he would not give me a copy of the contract because he would need to ensure it was okayed by his manager in case an addendum was needed. This interaction was on 8/26/2021. I called the customer service number provided by Dabella as they do not have an email listed and the receptionist stated she did not have an email that I could send a letter to cancel the contract within the designated 72 hours to cancel the contract without penalty.Business response
08/31/2021
To whom it may concern,
This project has been successfully cancelled within the 72 hour requirement.
Thank you.
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Customer Complaints Summary
571 total complaints in the last 3 years.
224 complaints closed in the last 12 months.