Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of this year a tree fell against my roof in a wind storm. Langley Roof and Gutter gave me an estimate for both repair of roof and some shingles and complete replacement of seamless gutters. After the original estimate there was an update because of the need to replace some of wood structure on one end of the roof. I agree to this increase. The roof repair and shingle replacement was completed. When the gutter crew came to replace the gutter I called attention to a hole in one end of the fascia board. The installer assured me it would be taken care of. He took a picture and sent it to someone in the company. He then installed the gutter over the damaged fascia. After several conversations and assurances the someone would come and repair the damage I was assured more than once that i was on the schedule and a solution for the problem was planned. A two man crew came to my home in November of 2024 to repair the damage. After being at my home for about 30 minutes the decided they did not have the right equipment. Someone would come the next week to complete repair. I then received an email with a quote of $350.00 to complete the repair.. Josh the estimator explained that the gutter estimate did not include the repair of the fascia because he was not aware of the damage. This means he did the estimate with seeing the house at all. He also admitted the his crew should not have installed the gutter over the damage. To me this was sloppy estimation and work that they now want me to pay to take the gutter off, repair the fascia, and replace the gutter. This does seem reasonable to me since I was repeatedly assure that it would be repaired.

  Business Response

  Date: 12/16/2024

  The damaged fascia that is in question was never quoted to repair on our first visit.  We do understand the gutter team install the gutter over bad fascia.  The quote for $350 is to replace the damaged fascia.  We are not quoting to unattach and reattach the gutter.  We are simply quoting the material and labor on the fascia repair.  We absolutely could have quoted this on the front end however it was not pointed out to our estimator.  

  This misunderstanding on this was our estimator thought our repair guys damaged the fascia when doing their roof repair, that is why we said we were going to fix it at our cost.  Upon our investigation we found out that the fascia was already bad prior to our visit so we called to explain that to the customer. We are simply quoting work that was not quoted to begin with.

   

  Thank you 

   

  Customer Answer

  Date: 12/30/2024

  I have read the response from Langley regarding this complaint.  They seem to indicate that it was my responsibility to point out the fascia damage before the quote.  The estimator did not visit my location to view the gutter replacement before making the quote.  This would seem to be the minimum requirement for a quote.  They are claiming no responsibility for the mistakes that were made and that is not acceptable to me.  They assured me more than once that the job would be completed.   If I have to pay for the repairs I will select a more reliable company.
  ***** ** ******

  Business Response

  Date: 01/07/2025

  The gutter quote was made after our estimator made his initial visit. Because our estimator was reviewing roof damage as well as gutter damage, he measured the gutters from the roof. He and Mr. ****** viewed the gutter damaged by the tree from the ground as well. However, the area in question where the fascia is rotted is on the opposite end of the house and was not pointed out by Mr. ****** and was not an area of focus for our estimator during the visit with Mr. ******. 
  
  
  This was a simple oversight and was not included in our scope of work because it was not brought to our attention for the quote. If it had been, we would have included it in our quote as part of the work order. 
  
  
  When the roof repairs were made the repair team also did not see this area from the roof. They did find rotted roof decking as well as a rotted rafter near this same area. We communicated with Mr. ****** the additional work that was needed for the roof decking and rafter and he agreed to the additional scope of work and cost. 
  
  
  After the roof repairs were completed the gutter crew was scheduled. During the gutter replacement the rotted fascia was discovered. In order to control the water runoff from the roof, the gutter crew went ahead and installed the gutter over the rotted fascia because we did not have the ability to get the fascia repaired immediately. 
  
  
  During the gutter crew’s interaction with the customer, Mr. ****** mentioned that our roof repairmen damaged the fascia during their repairs. Our estimator contacted him and he reiterated this with him as well. Because of this, we initially took responsibility to have the fascia repaired at our own costs. However, as we were determining logistics to complete the repair (it is in a difficult area to access due to the slope of the yard, the landscaping, and not having walls to support ladders because it is on an open-walled porch), we noticed when viewing ****** Maps ********** that the damage was present in images taken by ****** Maps almost a year prior to us contracting with Mr. ******. This was the determining factor that triggered us to charge for the work since our repairmen did not damage the fascia. 
  
  
  As soon as this was discovered, our estimator contacted Mr. ****** explaining the discovery and provided a quote for the repair. This is the message that was sent to Mr. ******:
  
  
  As we were discussing the logistics of repairing the fascia on the front corner of your house (this is a difficult area to repair due to the tree, slope of your yard, and not having a wall to support ladders) we discovered that we did not damage the fascia during our work as we were under the impression. We were looking at your house on ****** ********** and discovered that the damage was present in the images taken by ****** Maps in December of 2023 (see picture attached below). 
  
  This quote is to repair the damaged fascia as this was not something that we had originally discussed or included in our scope of work or the additional wood repair that we did complete as part of the original repair. 
  
  Please let me know if you have any questions.
  
  
  After he received this communication, Mr. ****** called our office demanding to speak to the supervisor of our estimator. Our estimator called Mr. ****** himself to see if he could handle the situation. Our estimator explained to Mr. ****** why our stance had changed and explained that the price that was being quoted for this work is the same price it would have been if this area of repair had been brought to our attention initially or if we had discovered it during any of our other work. Mr. ****** became angry and said he was contacting the BBB because we should have completed this at no charge to him. He then hung up on our estimator. 

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/12/21, Langley Roofing installed two power vent fans to cool the attic. The cost was $700 for parts and labor. In June 2022 one of the fans began making a low frequency noise rumbling noise loud enough to be heard downstairs. The noise was so loud I had to turn off the circuit breaker controlling the fan. I contacted Langley on 6/16 and project manager (PM) come out to diagnose the problem. When the circuit breaker was turned back on the sound was not replicated and the PM left. I then found that the fan had to warm up at least 30 minutes for the rumbling noise to begin. I called the PM and he agreed to return soon to again try to troubleshoot the problem. He also said there was no urgency because the fans have a five-year warranty. The PM did not call to reschedule so I called and left voicemails on 9/1, 9/12 and 9/14. None of my messages were returned. The PM finally returned in early October and inspected the fan which was again making the loud rumbling sound. The PM agreed the sound was not normal and my wife heard him make that statement. The PM said he would talk to the owner to discuss next steps. To my astonishment, the PM sent an email on 10/6 saying the sound was "perfectly normal" and that a warranty claim was not "justified". I have since had five people over to listen to that fan and all five signed sworn affidavits saying the sound is so loud that it can be heard all the way downstairs and was loud enough to prevent one from sleeping upstairs. I asked that the owner call me to discuss but he refused. I received a letter from Langley Roofing on 10/11 disclaiming responsibility and telling me to contact the manufacturer directly because "we do not warranty the materials we install [and] Lomanco will not accept claims from us." I called Lomanco, described the issue and they sent a replacement motor. They also told me contractors make warranty claims all the time. I then paid another contractor $280 to replace the motor.

  Business Response

  Date: 12/21/2022

  Your request for reimbursement of $280 is denied and not warranted for the following reason(s).

  The service we provided is backed by a workmanship warranty on our labor. We do not warrant the material.

  Any materials utilized by Langley Roofing and incorporated into the Work performed on your property, including but not limited to, shingles, flashing, decking, sheathing, insulation, and the like (the “Materials”) may be covered by separate manufacturers’ warranties, and this Limited Warranty does not affect or alter any manufacturers’ warranties applicable to such Materials. This Limited Warranty provided by Langley Roofing is applicable to workmanship only in connection with the installed Work, and Langley Roofing is not separately warranting the Materials apart from applicable warranties which may be offered by the manufacturers. It is the responsibility of the Owner to complete and submit any registration materials which may be required by any manufacturers of Materials installed. 

  We installed this vent in 2021. Your home didn't suffer a leak or any other damage as a result of Langley Roofings workmanship. The loud noise was due to a manufacturer defect. We gave you the steps to remedy this defect. You took those steps to remedy the defect. It was your decision to hire someone else to replace the motor inside the vent. This complaint was for a loud motor and not for a workmanship defect. 

  Customer Answer

  Date: 12/22/2022

  Complaint: ********
  I am rejecting this response because: Langley Roofing fired me as a customer om 9/23/22 when they returned my deposit for additional work to be done at the same time a new vent fan motor was to be installed. My repeated requests to have the owner contact me were ignored. The project manager also ignored repeated requests to contact me and did not do so until October, after the one-ear labor warranty had expired. That project manager initially insisted that the motor was operating normally, yet in Langley's response, they admit the motor was defective. Langley says the decision to have another contractor install the replacement was up to me. I didn't have a choice because they washed their hands of me when the returned my deposit. Additionally, in light of the project manager's original claim that the fan was operating normally, why would I trust them to replace the new motor correctly?  

  **** ********

  Business Response

  Date: 12/22/2022

  We don't know if it was defective or not. We are going off what you claimed. The service provider you needed to replace the motor should have been an electrician which we are not licensed to do. Regardless, this was a material warranty claim. Our workmanship didn't fail. The motor did. 

  Customer Answer

  Date: 06/13/2023

  The purpose of this email is to inform you that my complaint against Langley Roofing, ID ********, has been satisfactorily resolved.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: The week of 18-24Jun2018 The amount of money you paid the business: $7,034 What the business committed to provide you: • Roof repair/replacement and cleanup. o 5 – yr. guarantee of no leaks; See attached quote #**** and #**** for full details. What the nature of the dispute is: The installation process was a complete nightmare. First, Langley sent out a subcontractor for the installation. We did not hire a subcontractor. We hired Langley. Secondly, Langley’s project manager who was supposed to be on the job its entirety, was rarely on site, leaving the homeowner to defend the installation process Quality Control on their own. Mrs. ***** had to leave her job in Athens, AL and come back to Ringgold, GA – using a week of her own annual leave - to oversight the installation of the roof. She tried multiple times to contact Mr. Langley with the issues happening on their property and he never returned her phone calls. Thirdly, the subcontractor installing the roof put their foot through the ceilings in two bedrooms in retaliation for Mrs. ***** being on sight oversighting their work. Fourthly, the Langley employees who came on sight to repair the new holes in the ceiling and the entryway ceiling leak repair wouldn’t even cover the contents of the rooms damaged before they began spray painting the repaired areas. Therefore, paint would be sprayed all over the contents of the interior home’s walls, floors, and furniture had Mrs. ***** not stopped them. Mrs. ***** purchased the plastic and materials to cover the contents, cleaned up all the blown insulation that was dispersed throughout the rooms whenever the roofers put their foot through the ceiling, then cleaned up the mess after the craftsmen repaired the ceiling holes. None of this work was completed by Langley. It was completed instead by Mrs. *****. Again, the Langley project manager was not on sight handling the fiasco. And finally, the updated quote to repair the roofing, inclusive of the decki

  Business Response

  Date: 07/19/2022

  The roof was installed in 2018. All information that is referenced in this complaint is what happened in 2018. Langley responded to the *****s in a manner to which both parties agreed in 2018. Both parties left satisfied and made whole by the end of the project. 
  Presently, We were called out on a service request on May 3rd. We quickly diagnosed the problem on May 5 and sent them an estimate. The water leak the roof has is from debris build-up at the gutter-to-roof junction. We've detailed the problem/solution with the customer. They disagree with our assessment and that's why they are sending this complaint. It is a gutter design rather than the roof or flashings. Our tech identified this with proof of pics. 
  See the attached pictures as we have sent the same to the customer. See below the response from the customer when we sent the repair quote. 
  
  Customer
  Received: 05/05/2022 10:24AM
  
  Thank you for your quote and quick response. With only a lump sum estimate given, it is difficult to see how much of this estimate was considered as warranty under the original roof installation that was to address this very same leak in the original roof replacement. Can you please break down the estimate so we can see the individual charges? 
  Also, we are not seeing the repair of the ceiling in the entryway; again, where the original leak was never addressed. This will also need to be repaired/replaced now due to additional extensive damage from the unaddressed leak.