ComplaintsforSuperior Roofing

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Superior Roofing to fix our metal roof that was damaged by a falling tree. This happened on December, 11th 2021. We have paid the amount in full and were promised that the repair will be done in two weeks. We are now over two months, and the repair has not been done. I want to make sure that others know about the practices of this company that are unethical and ensure that they do not fall victims.

  

  Business response

  02/10/2022

  We disagree and want protest this review being posted. Here's why:

  We were contacted by Jamal ****** on December 16th, 2021 to provide an estimate for a roof damaged by a fallen tree. One of our estimators, ***, went out to the property on 12/16/2021 to provide an estimate. When asked about scheduling *** told Mr. ****** typically 2-3 weeks for standard repairs from verbal approval/contract signature date, weather permitting. Mr. ****** was emailed over the estimate on December 20th. He signed a formal contract to move forward with the work on 12/27/2021. 

  On January 6th, Mrs. ****** ****** came into our office and gave us a check for payment in full (which is still in their job file, uncashed because the work has not begun [our internal policy]). At that time we talked about scheduling and told Mrs. ****** that because we have to custom order the metal panels needed and given the sparsity of roofing products due to Covid-19 and production time lines we were looking at roughly 3-5 weeks for install.  

  We worked with 3 different metal companies to ensure we could get the closest color match to the metal they had so the panels being repaired aren't a giant eyesore. Materials were ordered. Mr. ****** was informed that materials were ordered and that we would be back in touch once we had the material in hand and a crew available. To date, we don't have the metal. Our metal vendor did not have that specific color reel in stock and in fact had to order it form out of state. *** informed Mr. ****** when the material was ordered as well as of the delay getting the specific color and that when we had the material and crew, we would get it all scheduled. 

  We received another voicemail today from Mr. ******, regarding scheduling, stating he was going to come into our office to get his payment back regardless of the fact that we are keeping him informed and have no control over these delays.

  In order to get Mr. ****** the most up to date information possible, we called our metal vendor to check on the status of this order. The special order material had just arrived. They stated they are now delayed a few days due to a new 'notching' machine just being brought inhouse. Due to this, they were having training on the new machine mid next week and we should have the material at the end of the week. I sent an email this afternoon to Mr. ****** with this update. In the midst of us doing follow up and responding to his question, his wife, though not out our formal contract, filed a complaint. 

  We have seen major shortages in materials and lag times in the industry for quite a while now which are due to no fault of our own however some interpret these explanations as no action taken being take on our part. Again, we still have their check, uncashed in their file. 

  Customer response

  02/17/2022

   
  Complaint: 16753490
  
  I am rejecting this response because: 

  Here we are a week later and we still have a hole in our roof.

  last week Superior Roofing emailed that the metal is in and that they will be cutting it this wee. 
  we called and texted and received no reply for an update. We just need to know so that we can prepare for the next rain. I see that rain is coming later next week this will make 4 weeks that we have endured this and we **** like an end. 
  I know that they have rejected my complaint but the lack of resolution tells the story. And the lack of communication indicates the character of the people working there. If you have any means of resolving this issue my husband and I would truly appreciate it.
  
  Sincerely,
  
  ****** Zabout

  

  Business response

  03/02/2022

  We request this review be removed permanently as this job has been mutually terminated by both parties.

  
  

  Customer response

  03/04/2022

   
  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,
  
  ****** Zabout

*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. ↩