ComplaintsforChattanooga Roofing Contractors, LLC

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the business for their services back in October of 2021, they started out doing some electric repairs for me prior to moving into the home and that all went well. They then installed a wooden fence in our backyard which at the time went fine besides some delays, though now at this point one gate is completely non-functional and the other is sagging due to improper construction. Then in late February/early March they began painting the inside of our home as requested as I was pregnant at the time and it was awful. It took forever for them to start and to finish, my floors ended scratched up, the cracks they patched were not sanded correctly so it looks awful and there’s paint all over the trim, light switches, and missed spots everywhere. We heard the employees even joke about not using tape and did the bare minimum while they were here. At the time of payment request we were having them quote us siding when I got a $6,000 payment request. I spoke to Jamey at the company who thought it was the down payment for the siding since I was never quoted an amount for the paint so I paid it. It was intact for the paint job both Jamey and Scott the owner had said was insufficient and they would “make it right”. I thought this would be reflected on the siding job which had to be discounted due to it also being a nightmare, contractors showing up to my house requesting their money while I’m recovering for a c-section, repairs needed on brand new siding, damage to my windows and outdoor patio brick, taking months to be done so the paint job was not taken into account. When I requested a refund they said they would do other jobs at cost/at discount which never happened. People never showed up. I have since requested a full refund which they said they have no intent to fulfill, only sending a $700 check. I’ve already spent $2,500 on repairs and need the refund to have the repairs done to my floors and walls.

  

  Business response

  01/04/2023

  This customer contacted us in October of 2021 to do some electrical repairs on their house and also to do some roofing repairs on the house that they were moving from.  The customer then requested that we paint the interior of the house.
  We gave them several options on addressing the cracks in the walls due to the walls being plaster. We informed them that the only way that the cracks in the plaster could be totally hidden was to either skim coat the entire wall (which we did not recommend) or to put a thin sheet of drywall over the existing plaster. They declined to do either and requested that we just fill in the cracks to make them less noticeable and paint the walls. The invoice for the paint project is attached and totaled $6500.  The invoice was paid by the customer through Greensky financing on April 11, 2022..  Because the customer was financing all of the improvements through the financing company Greensky, the customer had to approve the payments to us by the financing company before any funds would be paid to us. There were several touch ups that had to be done towards the end of the project due to the dark paint colors chosen and the office manager checked with the customer to make sure she was satisfied as each of the touch ups was completed. 
  On March 28, 2022, the customer signed a contract for our company to install siding, soffit and fascia on the same home.   A copy of the 2 contracts are attached.  The total of the two contracts were $29,850.00. Due to the projects being funded through Greensky financing, no down payment was paid to us.  The siding installation was delayed due to supply chain issues and being able to receive the proper materials. During the installation process, we did have an issue with a sub contractor not completing the installation in a timely manner.  Once the siding installation was completed by our subcontractor, there were a few issues with the wrong color of J channel being installed in a few places due to the closeness in color of the 2 colors of J channel used.  We repaired/replaced those sections.
  Due to the complaints by the customer over the length of time the siding job took to complete and other complaints of dissatisfaction with the painting of the home, we reduced the invoice for the siding from the contracted amount of $29,850.00 to $23,454.10.  That was a total discount of $6,395.90.  However, the customer did not think that discount was enough and stated our salesman told her he would discount the paint project by $600 due to some drops of paint that was on her floor.  We agreed to give the additional $600 discount.  The customer was still not fully satisfied with the discount and would not agree to approve the financing through Greensky to send us payment unless a further discount was given.  We then gave her an additional discount of $3,061.45.   See attached invoice #****.  The customer then approved the payment for the project through Greensky and payment was received by us for the project.  On invoice **** attached, there were also 2 change orders for additional work the customer asked us to do while the siding project was going.  There was an electrical issue we repaired, a rim joist that had to be repaired due to rot found once the original siding was repaired and also repair to the walls in her kitchen after some cabinets were moved.
  Prior to the approval of payment for the siding, soffit and fascia and the additional discounts given to the customer, there was discussion between the customer and our company about replacing an awning that had been damaged by a falling tree limb that was over a back door, which we proposed to due at our cost due to the dissatisfaction of the customer with the length of time required to complete the project. The original awning was approximately 4-5 feet wide. The customer then told us that she wanted us to build an awning 10+ times the size.  Not only was this well above the scope of work offered, we explained the placement and size of the awning or covered patio she was wanting to install would not work with what they wanted compared to the layout of the back of the house.  Again, these discussions were prior to the adjustment of the invoice for $3,661.45 additional funds on top of the $6,395.90 that had already been discounted.
  The customer then contacted us months later insisting the siding was not installed properly, that she had another contractor inspect the project and that contractor told her that the entire job needed to be torn off and that they needed to be the ones to reinstall it. The customer told us that she wanted a full refund on the siding or she was going to blast us on social media and ruin our reputation.  We informed the customer that we could not just take the word of a competing contractor, but that we would contact the manufacturer and have them send out their technical rep to inspect the job and that we would do whatever they said needed to be done, even if that meant tearing it off and doing the job over.  The representative from the siding manufacturer did come and inspect the job and informed the customer that the siding was in fact installed correctly and was under warranty.  There were 2 places with cosmetic blemishes the representative suggested we might want to change to make the customer happy even though they in no way affected the warranty and our company made those changes.
  Even after the meeting with the siding representative and the repair of the small cosmetic items, the customer was still demanding the extra work (on the awning) be done and a refund on the siding. Once we explained that we could not refund any more off of the siding to her, the customer started asking for a full refund on the paint project, along with threatening our business once again if we did not pay.  We did refund an additional $700 which was slightly more than the $648.37 charged for the wall repair in the kitchen because she said she was not satisfied with that as well.
  Once again, the customer started threatening to ruin our company if we did not refund the full $6500 she paid for the paint even after I explained to the customer that we had already given her refunds or discounts of $10,757.35 out of a total contracted amount of $36,350.00.  That was a discount of almost 30%.  That is when the customer contacted the Better Business Bureau. 
  We feel that our company has gone above and beyond to satisfy the customer and be fair to her as our customer as well as to our company.  The work performed by our company was as contracted.  The siding, soffit and fascia was installed properly and is under warranty as promised. However, we did give our customer significant discounts in an attempt to satisfy her.  The customer was also given discounts for her dissatisfaction with the patch and paint portion of the project despite the fact the customer chose the option she did because she did not want to pay for the proper way to cover the cracks in the plaster walls and was informed of this in advance of starting the project.

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The installation of the siding was not correct and the corrections needed were not purely cosmetic as the representative from the manufacturer advised us. Portion of the siding was bunched up over the door on the side of our home and was never repaired until the manufacturer came out. To imply that everything went well and no issues with the job is a lie and there were no supply chain issues. It took weeks for the job to start which I have texts from me to my representative to the company at this time asking when the siding was going to be put on because it was just sitting in my backyard. The not only that the workers were leaving trash in our yard, broke part of our window sill, and damaged our brick patio. I was offered to do the thin dry wall over skim coating the walls but did not elect to as I was told the cracks would be skimmed and then sanded to be made smooth. The workers never sanded the walls where the plaster was applied and just painted over it leading to it looking the way it does. I had to hire another company to repaint my Kitchen and Dinning Room for $2,500 where he sanded after skim coating and it was completely smooth unlike the work this company did. To imply I didn’t have the money to “do it right” is insulting and disingenuous. It was more than “some paint drops”, the owner Scott was expressing how angry at how the job looked when he came to review the work as his former employee Jamey can attest. He was advising he was going to fire workers over what had been done but feels the need to downplay it now to justify his company’s actions.  I have been provided discounts however given the level of poor work this company has done for me and stress it’s put my family through I wanted a refund on the paint because of how poorly it was done and the fact I allowed the company plenty of time to come fix it and they never did. They outright refuse to take accountability for their poor work which is why I am requesting the refund.

  
  Sincerely,
  
  ****** *******

  

  Business response

  01/10/2023

  The paint portion of the projects was mostly completed on March 14, 2023.  After that date, our office manager, Josha C*****, did return several times to do touch ups at Ms. *******’s request and prior to leaving each time asked Ms. ******* if everything was to her satisfaction.  Each time he left, she stated she was happy with the paint.  The invoice was sent through Greensky financing to Ms. ******* on 4/7/22.  Ms. ******* approved the payment from Greensky to us on her behalf on 4/9/22.  No payment can be authorized without the customer’s approval.  The request for payment includes the customer affirming that the scope of work was complete to the customer’s satisfaction.  Without that approval, Greensky financing would not have funded the work.   The funding request for the siding/soffit/fascia was sent to the customer from Greensky on September 14, 2022 and approved by the Customer for payment on September 14th as well.  Again, the financing company would not have paid us without the Customer’s approval of the payment. 
  The scope of work for the siding was completed and any issues fixed.  The pictures attached to this complaint are not representative of the completed work as they were taken during the process.  All issues shown in those pictures have been addressed and completed in accordance with the manufacturer’s specifications.  We feel it is important that the BBB understand our company did not leave this job uncompleted and all issues have been rectified by the Contractor.
  The customer demanded a full refund on her project if the manufacturer did not approve of the job.  However, once the manufacturer assured her the siding was installed correctly and was under warranty, the customer still demanded a full refund on the siding/soffit/fascia and then on the paint portion of the project as well.  When we explained to the Customer that they had already been discounted and/or refunded 30% of the agreed upon price for all scopes of work, which included both the siding/soffit/fascia portion and the paint portion of the project, the customer filed this complaint. 
  Although we recognize the time the siding/soffit/fascia scope of work took longer than we or the customer think is acceptable and there are a few places in the paint scope of work that could have been touched up, the significant discounts and refunds given to the Customer which are outlined in our original response to this complaint should be more than enough to satisfy the Customer’s displeasure with the process. As stated in our original responses, the customer has been discounted or refunded $10,757.35 out of a total contracted amount of $36,350.00.
  As far as the broken window sill and patio, we are not aware of this. This is the first we have heard of this complaint. If the customer is referring to the back patio, the damage is most likely from the tree that fell onto the back patio and damaged the awning over the back porch that we discussed in our original response and was completely unrelated to our work.

  Customer response

  01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  “The paint portion of the projects was mostly completed on March 14, 2023.  After that date, our office manager, Josha C*****, did return several times to do touch ups at Ms. *******’s request and prior to leaving each time asked Ms. ******* if everything was to her satisfaction.  Each time he left, she stated she was happy with the paint.  The invoice was sent through Greensky financing to Ms. ******* on 4/7/22.  Ms. ******* approved the payment from Greensky to us on her behalf on 4/9/22.  No payment can be authorized without the customer’s approval.  The request for payment includes the customer affirming that the scope of work was complete to the customer’s satisfaction.  Without that approval, Greensky financing would not have funded the work.   The funding request for the siding/soffit/fascia was sent to the customer from Greensky on September 14, 2022 and approved by the Customer for payment on September 14th as well.  Again, the financing company would not have paid us without the Customer’s approval of the payment.”

  This is an outright lie. They did not return for touch ups they returned to finish rooms they hadn’t touched yet, Josha was there for two days and the rest were completed by different employees of which never asked if I was happy with he work. The last day Josha was there he was painting the accent wall with the green and I expressed the green looked good but pointed out the flaws in the paint which he said they would touch up which they have not. I expressed to Jamey and to Scott several times my displeasure with the work several times and was told by Scott to go ahead and give GreenSky authorization several times even though I was displeased with the work and they would correct it. As I stated before the only reason the $6,000 was paid and accepted was because there was no note for the request. I wasn’t sent an invoice prior to the paint job being done so I had no scope as to what the job would cost and when I spoke with Jamey we both believed it to be the down payment for the siding, Jamey can attest to how upset I was about the paint and Scott is also well aware of this even though he is being dishonest at this time.

  Those pictures are also current. Every picture I took of the paint and fencing is at this time, the BBB should be made aware this company left my home in its current condition and was given months to come back and properly do their job and refused to which is why I requested the full refund to hire people to do it right. I never agreed that just 30% off the siding would be sufficient, I was bullied into paying for labor on the siding when I requested specifically to pay for materials so we could discuss the labor later and Scott would not have it. This is a dishonest company and whether or not they refund me for the poor services they provided consumers should be aware of their practices and how they work. They sent someone over to my house who was supposed to skimcoat one of our walls and put dry wall in, didn’t do it properly, still left the giant hole in our wall and they wanted me to pay $600 which I refused. There have been no repairs to the fence gate which is still sagging, no repair to the cracks that needed sanding, no repainting, and no repairs to the damage their crew caused. I told Scott and Jamey about the window sill which you can see below. They left my house in embarrassing condition and Scott said so in my home.

  Sincerely,
  
  ****** *******

  

  Business response

  01/24/2023

  The customer knew exactly what they were paying for. The invoice for the paint was submitted after the completion of the paint portion of the project just as the invoice for the siding, soffit and fascia was sent after the completion of that scope of work.  Greensky financing does not pay down payments.  As you can see from the attached receipts from Greensky, each request for payment specifically notes that the job is COMPLETE. 
  
  Again, we would like to state that the photos of the siding, soffit and fascia the customer has submitted in no way represent what the job currently looks like and only represent what the job looked like BEFORE it was completed.  The project was inspected by the manufacturer and the Customer was assured by the manufacturer that the job was installed correctly.
  
  The pictures of the paint portion of the project may be current and we acknowledge there were touch ups needed that were not completed to a few areas.  However, the customer has been discounted over 30% of the price she agreed to pay to offset her displeasure and to resolve all issues.   Again, we restate that we were only contracted to fill in the cracks of the plaster walls as the customer did not want to do the other options which would have resolved the cracks in the plaster.  There were issues with the sheetrock repair in the kitchen as shown in one of the pictures.  The customer states she refused to pay this, but did in fact pay for it initially.  However, when that was brought to my attention, the Customer was mailed a refund check of $700 which was actually more than paid by the Customer for the sheetrock repair.
  
  The Customer was in no way bullied to make payments to us.  Payments through Greensky can only be made voluntarily and can only be approved by the Customer.   The Customer states that she was forced to pay the bill and did not agree to only a 30% discount on the paint, siding, soffit and fascia portions of the work.   However,  the customer negotiated additional reductions on the project after the final invoice was originally sent to the customer but before payment request was submitted to Greensky.  These discounts were over and above the reduction that had already been given to the customer at that point.  These added discounts are the last three items on Invoice # **** which has been submitted previously.  I have uploaded with this response a screenshot of the activity on that Invoice showing where the customer viewed the invoice and also where it was resent to her with the additional discounts as they were added. As you can see from the invoice activity, the final time the Customer reviewed the invoice with the discounts was 9/12/22 and the payment was approved by the Customer with Greensky on 9/14/22.  Once we agreed to the additional discounts to the final invoice the Customer requested, the customer approved the payment to our company from Greensky financing for the completed work.  The Customer was aware of the contract price and the discounts given to her, and the Customer approved the payment to our company for the completed work.  There simply was no bullying.   
  
  It was not until Months after all work was complete and months after the final payment for work was submitted that the customer started insisting on a refund of all payments on the siding, soffit, facia portion of the work.  At that time, we suggested having the siding manufacturer come and inspect the work on her home, hoping to calm the fears of the Customer.  The siding manufacturer’s representative assured the customer that the project was installed correctly and her warranty was intact.  It was not until we informed the customer that we would not refund the money on the siding, soffit and fascia because we had proven it was installed correctly that she began to insist on a refund on the entire paint portion of the project which was completed prior to the siding, soffit and fascia even being started.  

  Customer response

  01/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not know what I was paying for, I called Jamey to ask him regarding it when it was received and he wasn’t sure what it was either I paid it before knowing fully it was for the paint believing it was a down payment for the siding given the condition of the paint and since additional touch ups were never made. I’m not sure if the company is pretending they can’t comprehend the nature of my complaint, they seemed to more than understand the times they showed up at my home to inspect the poor work which was provided. The cracks were filled and not sanded down, the problem is not the filling of the cracks, in fact the filling has held up fine it is the fact it was not sanded down prior to being painted over which makes it lumpy and noticeable. I did not select the wrong option they did not do the job properly which is my problem and why I want my money back. I have made sure to contact GreenSky and let them know what kind of vendor they are working with that doesn’t invoice prior to doing the work so you are not aware of what you are paying for. I was told the paint would be taken care of and it wasn’t hence why I want my money back so I can hire competent people to do the job.

   

  I am not requesting my money back for the siding, I told them since it is under the warranty that I was fine even though the work was abysmal. I want the refund for the paint because the company was allotted plenty of time to correct the paint which they promised to do and never came through. Part of my agreement to pay for the siding which I had insisted to only want to pay for the ~13k in materials and further discuss paying for any of the labor given how poor the job was I was reassured that I would be given discounted rates for my remaining projected (roofing, pergola) and that the paint could be touched up. I want my money back because this never happened, they did not keep their word. I have messages upon messages of me stating that the paint job is not up to par, the owners own word that it isn’t up to par, and they care so little about their name being on this paint they never corrected it. If it was corrected and they kept their word I wouldn’t be going through this process but here we are.
  

  I was also not sent a check for $700, they sent me a check for $600 after being vague about my refund and said they were calculating for additional amounts because of the $2,500 additional amount I’ve had to pay to fix their paint in my kitchen and dining room. They made it clear this was supposed to be my paint refund and it’s a joke, it was never a refund for the abysmal drywall job they did. I literally have been messaging Scott to get this done since August to get this work done and half the time my texts were ignored. It’s not my fault you’ve done terrible business and now don’t want to refund your shotty work 

  
  Sincerely,
  
  ****** *******

  Customer response

  01/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I’m truly not sure if the person writing this even works with the company or has any information regarding the services rendered as they have no provided any accurate information. Let me make the following explicitly clear. 
  

  They were not paid to sand and fill all 2,400 sq feet of my home as not all 2,400 sq feet of my home had cracks. Only certain rooms did, their office manager looked me in my eyes and told me the cracks would be sanded before the walls were painted. They lied, outright as they did not sand it. You didn’t even paint 2,400 sq feet of my home as the bathrooms weren’t painted nor my office. The parts that were painted are messy and there’s trim that I was told would be painted that never was. It is embarrassing your company had me pay for any of this because it is not up to par which is why I want my money back. It is in violation with GreenSky’s terms of service as they explicitly state that I have to be happy with the work to pay and I was not aware what I was paying for due to incompetence from your company. You can talk about the 30% discount all you want but it was never agreed upon that that reflected the paint job, not to mention that me paying for the siding was contingent on the other work that was never done which impacts me financially which is probably deserving of more than $6,000 in refunds. 
  

  I am attaching the text messages from me and the owner to show how patient I was in trying to get them to come out. I am not proud that I had to resort to threatening them with going to the BBB but this was at Jamey’s recommendation as he stated it was the only way to get the owner to respond. You can also see where they lead me on making me believe I am getting my refund plus an “additional amount” when I did not as well as them trying to leverage me to pay for services I was not satisfied with. 
  

  Any company worth their salt would have had my paint corrected and the services we agreed upon rendered before it came to us and due to this company’s incompetence this is why we are in the situation we are in. I want my money back because you did not render services that we agreed upon and that were in any way suitable which has left me out thousands of dollars. You will also see the owner swear at me which was stated to be due to voice to text however the rest of the message is perfectly coherent so I will leave it up to your judgement what happened. I attempted to attach the beginning of my request for the paint to be corrected which had been from the end of August however it is not attaching 
  
  Sincerely,
  
  ****** *******

  

  Business response

  02/10/2023

  The customer not only threatened to complain to the BBB if the Contractor did not write a check to the them for over $20,000, the customer also threatened to attempt to ruin the reputation of the company by smearing the Contractor on social media and all other platforms.  The contractor has had to retain counsel in the event a defamation suit is necessary due to these threats.  
  
  A cash refund would not have even been possible as it would be in violation of the finance agreement the Customer signed with the finance company.  Greensky, the financing company who the Customer used for their projects, also received a complaint from the Customer.  Greensky has reviewed this matter and declined to issue a refund to the Customer as the work contracted by the customer was completed.   
  
  There was an incident where the Contractor was voice texting to the customer and the audio transcriber inserted a curse word where none was said.  In the age of modern technology, anyone that uses voice-to-text has had some issue with it not transcribing what a person says correctly.  A sincere apology was given for the miscommunication by text within minutes and followed-up with a phone call with an additional apology. 
  
  All other matters of this complaint have been addressed in the last four responses by the Contractor.  The Contractor contends all due discounts and refunds have been properly issued to the Customer.

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  i really am not sure why you are outright lying when I did not say that, *** *** ******? Like I’ve tried to be polite but this is so blatant. I did not ever say that, I did not demand a check for $20k, I demanded that you give me status and progress on the repairs you promised you would perform when you did not and that really was only because it was the only way you would respond. Defamation is only valid if it’s lying, I have photo evidence that my home is still in the condition it is in and you were given ample time to make repairs that I requested to be made which you did not. I never even got a quote break down for the paint and given now in the previous message you’re saying I was charged for 2400 sq feet of painting and crack filling when that much house wasn’t even painted! As a customer I am free to leave reviews of my experience, if you don’t want bad reviews maybe you guys should do better work.

  Let me be abundantly clear; you did a poor job painting, you told me as part of paying for part of the labor for the siding that you had a new painting crew, I requested them to come back out and paint back in august, they never came by, you said you would come out yourself Scott to fix my roof, you did not, you told me you would replace my awning, you did not, I want the refund for my paint, not my siding because as I said the lifetime warranty is intact so I dropped it. 
  

  Also that’s not even true either? I spoke to GreenSky and they said refunds could be processed by the vendor however they could not issue the refund. It literally has to come from you guys I really don’t know why you continue to be dishonest as if I have not contacted them to let you know your business practices are inappropriate.

  
  Sincerely,
  
  ****** *******

*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. ↩