Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  MODERN ROOFING, LLC, located at **** ***** ******* ** Columbia, SC took an $11,762 "Down Payment" from me on November 6, 2024 and I never heard back from them after that date. They cashed the check 2 hours after coming to my house to collect it. I called their representative, Blake R******* (************) multiple times, but he no longer returns my calls. I called their main office and spoke to Ms. Ayanna H*** who is supposedly a company manager, (************* and she informed me that they are "very busy" and will "eventually" get to my roof work in the order it was received. It has been two weeks since they took my money but they won't even give me a tentative date of when they might start working on my roof. Meanwhile, ***** my insurance company, has indicated that they will CANCEL my insurance coverage if they do not receive a Certificate Of Completion for this work because this is an Insurance claim that is subject to full verification. Please advise me regarding this matter. Thank you.

  

  Business response

  11/25/2024

  Thank you for your patience as we work to get your roofing project underway. We understand it can be frustrating to wait for your installation date, especially with the holidays approaching.
  To clarify the scheduling process: once a contract is signed, we order materials and schedule our crews, placing projects on the production calendar in the order they are received. While we were initially booked out, we were happy to find a customer willing to swap dates with you, allowing us to move your installation up to November 26th. We understand you ultimately preferred a date in early December, which we have now scheduled.
  We want to assure you that we have been in regular contact to discuss your project and address your concerns. Our records show conversations on November 5th, 6th, 8th, 11th, 12th, 15th, and 21st.
  Regarding the Certificate of Completion for your insurance, this is a standard document we provide after every installation. We understand the timeline associated with insurance claims and will ensure this is submitted promptly once your project is complete.
  We appreciate your understanding that, like all roofing companies, we manage a high volume of projects. We are committed to completing your roof to the highest standards and look forward to starting the first week of December.
  Please don't hesitate to contact your project manager, if you have any further questions.

  
  Sincerely,
  The Modern Roofing Team

  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Modern Roofing came out to put a new roof on my house recently. They dropped all their garbage in my pool and left it as is. I had to have to hire someone to clean up their mess, which I paid out of my pocket, which was a little costly. Although, they replaced the roof they left rotten wood instead of replacing the rotten wood. After paying for services that was shoddy, they need to come back and fix the problem.

  

  Business response

  10/29/2024

  Regarding the pool concern first. Modern Roofing is not responsible for covering a customer pool before installation. That is up to the customer to perform. This customer was made aware of this the day of contact signing by also initialing the Installation Guidelines. (Picture 1). The day of the install the pool was covered by the homeowner but was improperly secure by only some potted plants. (Picture 2). Because of this, a small amount of construction debris did get into the customers pool. (Picture 3). Even with all these facts, Modern Roofing went above and paid for the customers pool to be cleaned. The customer did not pay for this. (Picture 4). 

  Regarding the rotten wood. We replace wood as needed on the projects once we get all the shingles off and can see what shape the ply wood is in. This property needed 5 pieces of wood replaced. (Picture 5) The type of plywood we use is called OSB on this invoice. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Modern Roofing did not complete the work agreed in the contract and collected their money. And after several attempts to make them finish the project, they still failed.

  

  Business response

  09/23/2024

  We have tried to explain to this customer that we performed the work contracted out to Modern Roofing per their scope of work provided from their insurance company (**** ******* and the signed Modern Roofing agreement. Again, the customers insurance company ONLY paid out for detach and reset of only a partial portion of their siding. On the Modern Roofing agreement, which the customer signed, shows the scope of work to be performed (screenshot 1). The highlighted area, L (Line item) 20, 24, 31, 34 is referring to the customers insurance scope of work which is screenshot 2 and 3, which is highlighted as well. The customers insurance clearly states what they paid out for, detach and reset. This means we detach the piece of siding that is loss and reattach it in line with the rest f the siding. The customer did not provide any extra out of pocket expense and there is nothing signed by Modern Roofing or the customer that says Modern Roofing is to fully replace any part of the siding. With that said, like we have explained to the customer, we would be happy to provide the customer with an estimate to replace the siding or the customer can reach out to their insurance and reopen their claim if they feel their insurance neglected to provide adequate coverage for their repair issues. Modern Roofing legally can not reopen a claim on behalf of the customer. 

  Customer response

  09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have to accept the resolution since the only proof I have is my experience with the sales representative.
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Modern roofing replaced our roof after storm damage. They did a terrible job with the flashing, we requested multiple times for it to be corrected and then we would pay them. Got a letter in the mail from their lawyer saying they were going to lien our property for non payment. When they still haven’t corrected the shoddy workmanship.

  

  Business response

  08/08/2024

  We are very sorry the customer seems to still be having issues. We are a little confused as we have had no communication with this customer for quite some time. Modern Roofing have addressed the customers concerns 3 different times now. 

  
  Customer reached out to Modern Roofing on 6/18/24 and said she was concerned about some of the caulking around a part of the flashing around her garage. We sent a production crew member out and pulled all caulking off and replaced with brand new calking around the flashing customer was concerned about. Customer called back on 6/28 stating the caulking still looked "blotchy" and she wanted it fixed. At this point to completely resolved the customers concern, we completely replaced the flashing with a brand new piece of flashing that is not even the same color as the one in the picture the customer provided. We reinstalled all calking as well. To our knowledge, at this point all issues have been resolved. We reached out several more times to request final payment with no response from the customer which is why the lawyer has be involved at this point. 

  Customer response

  08/08/2024

  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. 
  They claim we won’t respond to them, we have left multiple voicemails and talked the the sales person multiple times and he says he will talk to his boss and call us back, that never happens. Yes they attempted to repair but it looks worse now than the original installation. If a manager would reach out and talk to us I’m sure we can come to a resolution 
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ***** *******

  

  Business response

  08/13/2024

  Hello, 

  Attached is a screenshot of our records where we tried calling the customer prior to their last response. There seems to be miscommunication but regardless, we are happy to address any of your concerns. It seems the customers husband stopped by the office on 8/9 and we have been in communication with him since then to resolve the customers concerns. A production manager is being sent out there today to confirm all concerns have been resolved. 

  Customer response

  08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  The business came to my house today and fixed our problems.
  Regards,
  
  ***** *******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is not nearly enough space for everything we need to detail about this company. 2 no-shows for installation due to re-scheduling but no one bothered to let us know. We only found out after making numerous calls/texts when no one showed up. 2 complete installations because the 1st crew (Sept 4, 2023) did such a horrible job due to getting DRUNK on our roof and tossing beer cans everywhere. We have pictures and video of this as well as the small children who were here all day during that installation and one very small child seen coming down the ladder from the roof, absolutely NOT safe!! Despite notifying MR, they let the crew finish out the day/job. We also have video of a MR employee telling my husband the first crew “had been getting in trouble lately” and “would likely be gone after this” and that he had picked up a dump trailer recently with “several empty cases of ****** in it”. Just for record, they were drinking ****** here. Between the 2 installations (2nd one 10/2023) we were left with a hole in our chimney, broken gutters/gutter guard which cause sheets of water to pour over both our back doorways every time it rains hard. Never a problem prior to MR. They left our fascia trim bent and open so anything could get inside our home. I will say they did repair the most of the trim and reattach one gutter they left off as well as replace one of our gutter guards but the gutter was damaged by them as well so that was pointless. We have also since had a roof leak!! We do not want Modern Roofing to repair/repalce or even come near our home again with all the damage they have done. At this point we would like our money back so that we can get a reputable company to repair the damage they have caused. I did send a letter to MR in January 2024 requesting a refund and have had no response. Our insurance company cannot help us at this point as they stated it is a case of shoddy workmanship. We would like our money back and be done with this horrible company!!

  

  Business response

  07/24/2024

  We completely took responsibility for the 1st installation crew not preforming their duties per policy and after learning of this situation, we fired the entire crew immediately. We completely reroofed the customers house back in October of 2023. We take complete pictures of all our customers homes before installation and after an installation. The "hole in their chimney" and "broken gutters/gutter guards" where present in the pictures taken prior to the original (September) (1st) roof instal. Typically, if the work was not included in the scope of work we do not fix any issue that is present before the date of instal. But because of the situation during her first installation, we went ahead and fixed all concerns the homeowner had at that point. We are not licensed to do chimney work, so no chimney work was preformed. Again, damage to the chimney was present before original installation and homeowner was made aware of this. Any an all other concerns at that time were addressed and fixed. Again, because of the original roof installation, Modern Roofing did not ask for final payment on the 2nd roof install and we even gifted the customer several hundred dollars for their troubles. This is the first we are hearing of a roof leak and we would be more than happy to come out and look at your concern and fix any issues you may have. If you would like us to look at any concern you have, please call our office at ************.  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our Street had hail damage the neighbors had Modern Roofing checking their roof so the Guy said he would check our roof he came over to look at our roof he had my husband sign a paper my husband told him he did not want to make a commitment to any roofing company yet the guy (Michael G*****) said it was not a commitment he just needed to sign it for him to look at the roof apparently it was some type of contract saying we would use them. We got some other quotes decided to go with a different company we got a letter in the mail today saying we owed them a thousand dollars for default. All the guy did was look at the roof We are not paying them a dime they can take us to court. That is misrepresentation.

  

  Business response

  06/14/2024

  In no way do we request payment from any of our customers after simply preforming a roof inspection. All our roof inspections are completely free. After a roof inspection is complete and the customers does decide to proceed to move forward with Modern Roofing and start an insurance claim we ask all our customers to provide their insurance policy number and sign a customer intake form. We have a fully filled out and signed form from the complainants husband. The customer is willingly providing their information so Modern Roofing can begin the insurance process, to work for the customer, to get their home approved through their insurance company. The form signed by her husband clearly states, If property owner's insurance claim is approved, but property owner does not utilize Modern Roofing to perform roofing services, then property owner will pay either one thousand dollars ($1,000), or ten percent (10%) of the insurance proceeds, whichever is greater, to Modern Roofing. Failure to comply will result in the property owner being responsible for Modern Roofing's Legal Costs and Fees. If the insurance company does not approve the scope, you are not obligated to pay for any repairs or replacements and owe no fee for our services. 

  This fee only comes into affect if Modern Roofing takes all necessary steps to provide our professional services to fully get the customers home approved and then the customer decides to use another roofing company. Which we did and got their home fully approved for them.

  The homeowner requested us to provide professional services to file an insurance claim on their behalf, submit estimates for repair on their behalf, appeal insurance coverage decisions on their behalf, and verify payments made by the insurance company on their behalf. We are simply asking to be paid for the work performed to get their home fully approved for the customer. No misrepresentation!

  It is my understanding that the complainant and our general manager have already been communicating and they have come to an agreement about the matter.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fraudulent means of obtaining business by roof inspection personnel. Fraudulent determination of damage to roof structure in order to obtain insurance money. Threatening legal action against me for not using their company to perform work.

  

  Business response

  07/01/2024

  The complainant states we obtained fraudulent means to obtain his information to proceed with a insurance claim. All statements referring to this is 100% false. After a roof inspection is complete and the customers does decide to proceed to move forward with Modern Roofing and start an insurance claim, we ask all our customers to provide their insurance policy number and sign a customer intake form. We have a fully filled out and signed form from the complainant. The customer willingly provides their information so Modern Roofing can begin the insurance process, work for the customer, and get their home approved through their insurance company. We can not move forward with anything unless the customer provides us with this information. The form signed by the complainant clearly states,

     If property owner's insurance claim is fully approved, but property owner does not utilize Modern Roofing to perform roofing services, then property owner will pay either one thousand dollars ($1,000), or ten percent (10%) of the insurance proceeds, whichever is greater, to Modern Roofing. Failure to comply will result in the property owner being responsible for Modern Roofing's Legal Costs and Fees. If the insurance company does not approve the scope, you are not obligated to pay for any repairs or replacements and owe no fee for our services. 

  The customer intake form was explained by the first project manager that initially met with the complainant and a second time with a member of management like the complainant referred to. The complainant stated both times he wanted to continue the process to get his roof approved through this insurance.  

  This fee only comes into affect if Modern Roofing takes all necessary steps to provide our professional services to fully get the customers home approved and then the customer decides not to use the insurance money for a roof replacement or to use another roofing company. We were able to get his home fully approved through his insurance.
  The homeowner requested us to provide professional services to file an insurance claim on their behalf, submit estimates for repair on their behalf, appeal insurance coverage decisions on their behalf, and verify payments made by the insurance company on their behalf. We are simply asking to be paid for the work performed to get their home fully approved for the customer. No misrepresentation, no misleading!
  

  Customer response

  07/10/2024

  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. 
  
  Regards,
  
  ***** *****

  

  Business response

  07/12/2024

  It was a mistake by the customer. When the project manager realized he did not sign on the correct line he asked him to sign again. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Estimate of work was not provided. 1. Ice & water barriers weren’t installed on the front and rear porch 1 pitch roofs and valleys. Update- front and rear porch ice and water barrier put on July 20, 2023. Shingles are the architecture shingles mismatched in color on the rear porch. Rear porch roof has uneven boards and dips in the middle top. 2. California cut was done on valley shingles. Need proof valleys are up to code. 3. New flashing was installed in some areas July 20, 2023. Other areas still need new flashing. 4. New flashing has nail holes caulked and are open to the elements that will cause mushrooming (shrinking, cracking) that will leak. There are gaps in the flashing where water can get in. 5. New boots with a lifetime warranty were not installed with the new roof, the cheap ones that got nailed to the roof and caulked will leak due to the caulking mushrooming (shrinking, cracking). 6. Cut shingle on the front under left dormer which will leak. 7. Lifted shingle on the front under left dormer due to the cut shingle. 8. Left dormer fascia was dented, and bottoms of dormers are exposed and open where stucco was knocked off. 9. Right 2nd story gutter corner was knocked uneven with the rest of the gutter. 10. Modern was to remove and reset gutter guards/screens and downspouts. This was not done, causing damage to the gutter guards when installing the new shingles causing them to not function properly. Modern came out to fix 9/22.2023. The shingles were lifted trying to determine how to fix it. It was determined the job was too big for that day and they would return 9/25. No one showed or called. I reached out to the Production Manager **** ******* ******** 9/26 who stated 9/27 they will not be able to replace the gutter guards. Another company was hired to fix the gutter guards. We would like a refund of the cost and repairs of outstanding issues completed correctly and professionally. Photos won't load. Will send another way on request.

  

  Business response

  11/13/2023

  We have gone directly off the insurance estimate and scope of work to determine what our installation would consist of as discussed during the contract appointment. The only deviation that was made on the contract as far as the scope of repairs is related was the type of shingle. The only deviation made outside of the contract was for the removal and reset of the gutter guards which we have issued a refund for $814.38 on 11/13/23 since we did not complete that item on the scope of work. 2. California cut is the suggested valley method for the GAF HDZ shingles and can be found on GAF website and install information, we have attached it as well. We install every roof based off of the GAF manufacturer guidelines which are up to code with all local jurisdictions. 5. Those are the types of pipes that the insurance company paid to replace with as those are what you already had on the roof, nothing outside of using the standard pipe boot was listed on the contract or the insurance scope. That is also how they are installed, and we are unable to control how the material wears over time. As far as the other items of concern go after multiple trips back out there none of those were ever brought to anyone’s attention and it was determined that everything was in good order and installed correctly. If there are still concerns we would be more than willing to send out a 3rd party inspector and let them look at the roof.

  Customer response

  11/19/2023

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ****** *******

  Customer response

  11/21/2023

   Yes, I would like to have a third party not affiliated with Modern Roofing LLC to inspect the roof. I would like a full roof inspection and the list of items inspected. The GAF technical installation bulletins have been attached which were obtained from GAF Technical Support. The list of items need to be done is still intact. Need proof valleys are up to code. 3. New flashing was installed in some areas July 20, 2023. Other areas still need new flashing. 4. New flashing has nail holes caulked and are open to the elements that will cause mushrooming (shrinking, cracking) that will leak. There are gaps in the flashing where water can get in. 5. New boots with a lifetime warranty were not installed with the new roof, the cheap ones that got nailed to the roof and caulked will leak due to the caulking mushrooming (shrinking, cracking). 6. Cut shingle on the front under left dormer which will leak. 7. Lifted shingle on the front under left dormer due to the cut shingle. 8. Left dormer fascia was dented, and bottoms of dormers are exposed and open where stucco was knocked off. 9. Right 2nd story gutter corner was knocked uneven with the rest of the gutter. 10. Modern was to remove and reset gutter guards/screens and downspouts. This was not done, causing damage to the gutter guards when installing the new shingles causing them to not function properly. A check was received from Modern, will not be cashed at this time. We expect the list of items to be taken care of after a full roof inspection by a third party including a refund of the gutters/gutter guards/downspout removal and reinstall dollars and a refund of the cost of hiring another company to fix the gutter guards of $1796.00 not including flashing if needed; that will be an extra cost and not known at this time. Per estimate, flashing will be $2.50/ft. for a total of 1155 sq ft.

  

  Business response

  11/27/2023

  We will be getting back in contact, ***** the GAF manufactures representative will be able to come out and complete the inspection. We will be back in contact shortly once that inspection is scheduled. As far are the gutter guards are concerned since they were not functioning properly with the new roofing system that would be something that would fall back on to them. If you provide your receipts and reasoning to the insurance company the should be able to reimburse you for those items.

  Customer response

  11/29/2023

  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. 
  
  Please note, this issue is with Modern Roofing LLC in Columbia, SC. It has been verified there is a ***** in the upstate area who is a GAF sales representative with a ********* ******* *****; per GAF they are trained on roof installation; it would be nice if they have actually installed a roof. I expect notification as to date and time when the inspection will take place so I can be present. I expect a full roof inspection with a full report provided in writing. The list of items provided is a list provided when someone with **** came and looked at the roof. I had my list of original issues; they pointed out others. In this statement: "As far are the gutter guards are concerned since they were not functioning properly with the new roofing system that would be something that would fall back on to them. If you provide your receipts and reasoning to the insurance company the should be able to reimburse you for those items."  Is Modern Roofing stating the insurance company should provide a reimbursement?  I have pictures where the gutter guards were bent during roof installation. I believe insurance shouldn't reimburse us for Modern's incompetence. I do believe Modern Roofing should pay for the other company we've hired to fix the gutter guards; this wouldn't have had to be done if the work was done as stated in structural damage claim which I didn't receive a copy of until after the work was done not before so it could be reviewed. I'm still waiting for documentation that things in question were done, they have not been addressed at all. This has been ongoing since May 5, 2023, I would like for the inspection to take place as soon as possible. I have not received a date and time yet. Once the inspection is done we can go from there.
  
  Regards,
  
  ****** *******

  

  Business response

  12/13/2023

  *****, the GAF rep looked at the property along with our production manager, **** *** **** *******. ***** determined that there was no issues related to the installation of the roof **** ******* was in agreements with *****. ***** stated that we will give the homeowner the silver pledge warranty to back our work, which is one of the highest tier warranties that GAF offers. The warranty had been registered and it had been emailed to **** *******.

  There was one other concern that I forgot to mention on the previous email. The concern regarding the flashing on the back porch. ***** determined that there was nothing wrong with the quality of the installation and the functionality of the flashings although the homeowner was still upset about the cosmetics, and the way that it looked, we have agreed to fix the flashing the way the homeowner prefers even though there is absolutely nothing wrong with the functionality of the flashing for no additional cost .

  Customer response

  12/14/2023

  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. 
  
  Modern Roofing is missing the point that are damages done by their crew when doing installation that need to be addressed.
  

  The roof was inspected and a warranty provided which satisfies questions on the shingle/valley/drip edge installation. The project manager provided a picture of the valleys and drip edge showing they are up to code. The dip in rear porch roof was discussed and though aesthetically unpleasing should be ok with the ice and water barrier with water sitting in the dip as shingles are not waterproof. The lifetime boots should have been installed and will be a cost to us later on. These items are resolved.

  What isn’t resolved, (most of these are not in the roof inspectors realm of his duties) are the remaining issues that need addressing.
  1. Modern agreed to fix the flashing and fix the cut lifted shingle Tuesday December 12th when I reached out for a status after the Friday December 8th, 23 inspection. A date is needed, one wasn’t provided though was told it should be in the next week, a work order had been put in. 
  2. Left dormer fascia dented where something was dropped on it and the bottoms of the dormers are exposed and open to the elements where stucco was knocked off when the shingles were installed. These will cause water damage to our home. 
  3. Gutter guards and gutter - Modern received money for the R&R charged to the insurance company but wasn’t done. Due to the removal and reset not being done, the crews bent the guards causing them to not function properly. They have been out several time to try and rectify with no results. Back 2nd story gutter corner was knocked uneven with the rest of the gutter causing drainage issues. We have hired another company to fix the issues which is an out of pocket cost we should not have to pay for. Modern should pay for the total repairs cost of $1796.00 not including the cost of flashing if needed which is an additional cost. Insurance paid Modern to do a job that wasn’t done and should not have to reimburse us. 
  Modern refunded the R&R gutters/guards/screens and downspouts money to us which needs to go back to the insurance company. 

   

  
  Regards,
   ****** *******

  

  Business response

  12/14/2023

  After reviewing this response, we are going to choose to rescind our offer to come back out and preform a replacement to the flashings. These flashings are fully functional and there is absolutely nothing wrong to them according to the GAF rep *****. The request to replace the flashings was solely based on personal cosmetic preference which was never discussed or agreed upon in the contract, and was not based on any issues related to any code or city ordinances, the flashing are also fully up to GAF's installation requirements and guidelines. As far as the "cut shingle" is concerned our foreman ****, the GAF rep *****, addressed that area and were having difficulty trying to understand what the homeowner was saying was wrong as the spot in question did not seem to have anything wrong with it. There was no "cut shingle" seen during the inspection. The dormers were looked at and it was determined that there was nothing wrong with them related to the construction. The dented fascia was damaged from the construction, and will will agree to reimburse for the cost of the repair but will not be sending out another representative from our company (contact us via email or our office phone number with documentation and the cost of the repair will be covered.) In regards to the money that was spent replacing gutter guards again we will not be paying for those replacements because there was nothing that we did that damaged them. If they did not function properly after the roof was installed it is due to the fact that they were not compatible with that roofing system. We installed a completely different shingle. Also the house only has 5" gutters and for how steep the roof is it is recommended to use a 6" option to ensure no run off occurs. lastly It would be your responsibility to send those funds back to the insurance company. 

  In conclusion it was determined that the installation of the roofing system was fully up to the GAF guidelines and specifications. Again GAF has certified this roof and we have issued the Silver Pledge warranty, and there are no further issues. We will no longer to continue to communicate with this customer outside of reimbursing for the dented fascia, and we will also not be sending out anymore representatives. Any further communication can be held with our legal counsel. 

  Customer response

  12/28/2023

  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. 
  We have come full circle with Modern rescinding their offer. Not doing work they said they would do promoted the complaint. The work agreed to be done by their foreman **** and the GAF representative ***** was not to replace the flashing but to cut the flashing off the windowsills, caulk where it was cut and caulk gaps. Modern’s statement: about the flashing cosmetic preference never being discussed is correct as nothing was discussed with the homeowners on the scope of work. It is a cosmetic issue, the front and back of the house have two different installs. **** stated he hadn't seen flashing done the way it is on the back, not saying it's wrong, though it doesn't look good. We have no understanding as to why Modern is refusing to fix the issue. Pictures attached.    
  Modern’s statement about the cut shingle - Per ***** and **** when here did see the issue. We discussed if the shingle is completely ripped it could be replaced. If not, the cut area could be caulked to seal it and caulk to lay the shingles down, we all agreed on this approach. Picture attached.    Modern’s statement on dormer construction isn’t understood by the homeowners. Pictures attached before roof installation. Research into companies with estimates requested as soon as possible. We will contact Modern via email providing the estimate with the company we choose to fix the dent and the stucco.   Modern’s statement on 5" gutters is incorrect, gutters are 6". 
  
  Regards,
  
  ****** *******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 5/11/23, a Modern Roofing representative was at our neighbors home looking at their roof. A few weeks earlier, we had noticed water stains on our bedroom ceiling, so we asked the representative to take a look at our roof. He flew drones overhead and informed us that we needed a full roof replacement. He then presented us with a form (attached) and requested a signature that would allow him to submit to our insurance company. At no time did he explain to us that we were obligated to use his company for roof replacement. The following day, 5/12/23, our insurance adjuster visited our home. During our conversation, I expressed uneasiness about using a roofing company I had never heard of. He looked at the MR form and said, in the state of SC, you have 72 hours to cancel. The same day at 12:56 pm, I called MR and spoke to Dariana P***** who said she was the owner of the company. I stated to her that the front roof of our home had been replaced in October of 2019 and we were very happy with the roofing company that performed the work. At the time we didn’t know if a full or partial roof would be approved. After a lengthy conversation and much frustration, I said to her, I want to cancel the paper we signed. Do I need to come by the office and sign anything. She responded very kindly, no, we’ll part as friends. During the following weeks, we started getting numerous phone calls asking for us to send them our claim information. We responded that no decision had been made on our roof replacement and we didn’t know who we were going to choose to do the work. Finally on 7/14/23, Ms P***** called and stated that we signed a contract to use MR and if we chose not to use them, they would take legal action. We feel like we are being intimidated to use them by their tactics. We don’t feel comfortable with the interaction we have had with this company and are asking that they leave us alone.

  

  Business response

  07/20/2023

  After speaking with Dariana in our Columbia office, we have decided to have no further contact with the Ms. *******.  We are sorry for any miscommunication and hope to part ways amicably.  Ms. ******* will receive no further correspondence or phone calls from Modern Roofing.  We hope this will be satisfactory and that this complaint will be closed.  Thank you. 

  Customer response

  07/24/2023

  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. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company was soliciting in my neighborhood, offering free roof inspections. They were waiting at my door when I returned from walking my dog. I allowed them to do the inspection. Upon completion, they told me that I had major hail damage to my roof and that I would most likely qualify for a "free" roof, that is, completely covered by my insurance. They asked me for my insurance provider and told me that they know the adjuster and work with him regularly. They also said that they are certified by my insurance company. They asked for my permission to contact my insurance on my behalf to see if I qualified for a "free" roof replacement. I asked them to clarify that under no circumstances would I be responsible for any out-of-pocket charges, and they said yes. They said that they could work with my insurance to get me the amount I needed to cover the whole replacement, and if my insurance declined, we would "shake hands and part ways as friends." They wrote down my name and contact information on a document, and clarified that they did not need my insurance policy number because they work with my insurance company. They then asked me to sign and left. I did not read the document until afterwards. It clearly states that I am responsible for paying my deductible out of pocket, and furthermore that if I do not employ their services I must pay them $1000 under threat of lawsuit. The company never provided an estimate of the cost of their work. My insurance has since informed me that they have no connection with this company, they do not endorse their work, and they believe that I am a victim of shady business practices.

  

  Business response

  03/03/2023

  Our sales rep were talking with Mr. ******' neighbor the first time we encountered him.  Mr. ****** was chasing his dog while were speaking to his neighbor about damage we found in the neighborhood.  One of our sales reps in training and the general manager then approached Mr. ****** and told him of our findings on roofs in his neighborhood.  Connor, the GM, asked Mr. ****** if we could to an inspection, and ended up finding hail damage.  We expalined the insurance process and our company rebate program.  Mr. ****** signed our contingency form and we left a copy with him.  We then contacted ***** **** to file a claim on the homeowners behalf.  Connor worked with Charles at ***** **** to schedule an insurance inspection, all the while informing Mr. ****** throughout the process.  The inspection was delayed once, which Connor informed Mr. ****** of, but Connor met with Charles from ***** **** on 2/27/28 with Mr. ****** in attendance.  Connor has been in constant communication with Mr. ****** throughout this whole process.  Charles informed us that Mr. ****** roof was approved this week.  Mr. ****** has not reached out to Modern Roofing to alleviate any miscommunications. Connor personally has driven out to the house to speak with Mr. ****** who was home but neglected to open the door.  Modern Roofing has worked in the neighboring subdivision and has an impeccable ****** and ******** review record.  We feel we explained the whole process and were able to get a full roof approval.  We would be open to any communication at this time to alleviate any problems.  

  Customer response

  03/03/2023

  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. 
  
  After reviewing the document they left with me and discussing with my insurance, I feel that I was lied to by the company about several details that I mentioned in my original complaint.

  1. Connor insinuated that the roof replacement/repair would be at no cost to me, and he doubled down on this when I attempted to clarify. While my insurance may cover the cost of the roof, they will only do so after I pay my deductible.

  2. Connor insinuated that he/the company have some sort of professional relationship with my insurance company. He used the term "***** **** certified." He mentioned the adjuster by first name alone, and said that he works with him often. My insurance denied having any connections with this company.

  3. The document was filled out for me after the previous two items were discussed verbally. I did not see the document myself until it was handed to me for me to sign. I incorrectly assumed that any concerns I may have had were addressed during our conversation. In addition to our conversation contradicting the text in the document regarding my responsibility for my deductible, they did not in any way draw attention to the clause where I would owe them $1000 under threat of lawsuit if I did not allow them to do work on my house, without even knowing the cost or scope of the work at the time.

  Because I feel that I have been deceived by the company, I do not believe any further communication with the company to be useful. I believe that they acted unethically in their communication with me, hence my filing of this complaint. Since I did not receive any services from them I have no intent of leaving a public negative review of their work, as I truly hope that it merits the overwhelmingly positive reviews the company has received.

  I do not appreciate the attempts to call me or visit me at my house after I filed my original complaint, and would ask that there be no additional attempts made. As stated in my original complaint, my desired outcome is to have no further contact with the company.
  
  Regards,
  
  ******* ******

*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. ↩