Complaints

This profile includes complaints for Mountain Star Roofing Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountain Star Roofing Systems

  424 Executive Center Blvd El Paso, TX 79902

• 

  Mountain Star Roofing Systems

  2321 N. Saint Vrain St. El Paso, TX 79902

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:05/29/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Complaint Against Mountain Star Roofing Systems I am filing a complaint against Mountain Star Roofing Systems due to their unprofessional conduct and failure to fulfill contract for a roofing and interior repair project at my home. The project, initiated to address wind and water damage, has been filled with delays and remains incomplete nearly four months later, as of May 24, 2024.Issues and Delays After paying an initial $13,135.57 for the roof on February 23, 2024, the company took nearly three months to start and claimed completion on April 18, 2024. Upon inspection, I found several issues, and despite voicing concerns on April *****, no action was taken. Additionally, the interior ceilings suffered new damages, which the company refused to address, citing their contract's limitation of liability clause.Financial and Property Impact The delays and ongoing issues have kept my home vacant, resulting in significant financial losses and a break-in. Despite paying the deductible for interior repairs on April 30, 24, the company delayed starting until May 17, 24. The work performed was substandard, leaving debris and causing additional damages, documented on May *****, 24. Despite certified letters and emails with evidence, the company denied responsibility and refused to refund the payment for the incomplete interior work.Contractual ******************** insists I owe a depreciation payment for the roof replacement, despite not completing line items requested by me and also conducting a final walkthrough with me present, as required by their contract and rubric. I have informed them that I will pay upon completion.Resolution I am seeking assistance in investigating Mountain Star Roofing Systems' practices. Despite multiple communications, the company has made unannounced visits to my home, which I have repeatedly stated is unacceptable. I request a refund for the incomplete interior work and a prompt resolution of the outstanding roofing issues.

  Business Response

  Date: 05/30/2024

  Client can reach Mountain Star directly to resolve pending issues. We do not report to BBB. Thank you. 

  Customer Answer

  Date: 06/04/2024

  These documents were sent via email to company regarding different subject matters, the date is provided on when they were sent out. First two letters were also sent out via certified mail to which I have proof of delivery. I took the liberty in editing some personal information out in the event it needs to be blocked off. Along with these letters, photographs were provided to the company as well as time stamped pictures that create a sequence and a timeline of events providing sense and reason to how letters went out. Main email thread to support most claims made throughout entire transaction has Subject header as "PR-*******-****** (First Name Last Name)"

  Customer Answer

  Date: 06/04/2024

  Some pictured that were sent out with ***** dated 05/23/2024

  Customer Answer

  Date: 06/04/2024

  Some pictures that were sent out with email dated 05/24/2024

  Customer Answer

  Date: 06/06/2024

   I am rejecting this response because:
  
  Ive tried communicating with you already but to no avail. Sent you countless emails and certified mail with pictures requesting for roof repairs to be completed, for you to perform an inspection in my presence as your Certificate of Completion agreement dictates needs to be done before collecting final depreciation payment as it so says on the rubric provided by your company, and for you all to reimburse and refund the portion of the payment that correlates to the uncompleted and inadequate work on the interior. You expect for me to keep on trying to contact you when you admit via email to not read all email threads? Thats exactly the problem.
  
  Cliff notes of Certificate of Completion & Satisfaction agreement states: 
  
  
  Once a Mountain Star representative explains to me the work performed to my roof, has walked out the job site and inspected the work with me present, and all my questions have been answered to my satisfaction and work scope has been completed to my satisfaction then and only then I can sign your Certificate of Completion & Satisfaction form and at this point is where I will pay the final owed amount for invoice #****.
  
  
  As of now Im still waiting for the company to reimburse me what is owed for the uncompleted and inadequate interior work. Ive been compliant and accountable paying you all everything. Whos keeping you accountable? Im just going off of your Certificate of Completion & Satisfaction agreement (that I have not signed yet) and the step by step rubric the company follows and provides to the customer. Not once have I said I wouldnt pay you, I just need it done right and be fair holding you and your company accountable for the uncompleted and inadequate work performed throughout these last 4 plus months now.
  
  
  Lastly, this would put you in breach of your own contract, due to failure to adhere to the agreement, being non compliant with certificate, performing substandard workmanship, and me having documentation of all communication highlighting these issues and many, many more including time stamped photographs showing work discrepancies. These incontrovertible truths would refute you putting a lien on my home. So please reconsider your actions and/or statement sent to me via email stating lien process has begun. Payment records show that I have complied with the financial terms up to now, still pending our walkthrough and completion on some line items needing repairs that you refuse to do because you say everything is done, when it isn't even been close to being done. 
  
  
  One more thing, 81 un billed hours does not fall on me. Your lack of planning is not my responsibility, I hired you to do a job and specifically talking about the interior repairs, I paid initial invoice (#****) for the amount of $4,217.79 on February 22, so why did it take you until May 17 to start working on the inside? Who is keeping you or you staff accountable for my loss of time and money on this matter? This is another blatant indication of not just poor execution and planning, but a lack of urgency to look out for your clients best interests.
  
  
  I demand to follow agreement and certificate as described in order for all parties to finalize transaction. Lets schedule appointments appropriately and accordingly to finish repairs as needed and get pending invoice paid. I am not asking for much, all I am requesting for is for you to complete repairs requested and reimburse what company never fulfilled.
  

  Business Response

  Date: 06/13/2024

  I have reached out to homeowner repeatedly without a response. We do  not report to BBB. Client is more than welcome to reach us directly to address concerns. Thank You. 

  Customer Answer

  Date: 06/18/2024

   I am rejecting this response because:
  Already tried contacting them. 6 months have been nothing but going back and forth with different issues and topics but to no avail.
  
  

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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: 12/21/21 Amount paid: ******* Mountain Star Roofing agreed to remove existing roof shingle, and replace it with new dimensional shingle.Nature of Dispute: Since 2/2/22 to date, *************** Planning and *********************** will not approve my home's roof inspection due to improper roof shingle installation. Gaps on the new shingle installation at my homes chimney has been brought up to Mountain Star and they have not made an effort to remedy these issues brought forth. Mountain Star Roofing has not made a good faith effort to address the above listed pending un-resolved issues.Estimate #: **** I have been trying to have my issues resolved since 2/2/22 to no avail. A letter of notification was sent by me to Mountain Star Roofing on 7/31/23. To date, there are warranty and installation issues that have gone un-resolved on behalf of this contractor. This business has not responded..

  Customer Answer

  Date: 11/28/2023

  Providing and attaching paid in full receipt for ******* from Mountain Star Roofing. Thank you 

  Business Response

  Date: 12/15/2023

  Client can reach out to Mountain Star production team to address pending issues. 

  Customer Answer

  Date: 12/16/2023

   I am rejecting this response because:

  Due to the nature of this complaint, after numerous un-successful attempts on my behalf to remedy my issues, Mountain Star should reach out to me and address my complaint and fulfill the upmost customer service expectation. As a consumer, I have tried in good faith to reach out to this business only to receive empty promises just to prolong this remedy. Mountain Star has not accepted responsibility for this ongoing inconvenience. At this junction, I do not feel this business is willing to make things right. I will await a formal contact effort on behalf of Mountain Star Roofing. 
  
  

  
  

  Business Response

  Date: 12/21/2023

  Client can reach out to our office immediately to address issues. 

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because:

  I contacted Mountain Star Roofing on 12/26/23 at 9:19 AM. I spoke to ***, front office to where he was not aware of this complaint. *** stated he would advise his project manager to call me and I would be contacted. As of today, 12/27/23, this business has made no effort in contacting me to resolve my ongoing issues. This business does not believe in customer service and or resolving consumer's issues. 

   

  
  

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair 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.

  Early December of 2022, Mountain Star Roofing was hired to resolve water/leak issues coming from the rear balcony of my home. After review of the known issues, Mountain Star Roofing and I agreed to have work performed to eliminate the leaks. Working crew lasted about two weeks. Please note that during the work performed, the existing decking floor was stained with roofing glue/solution, I agreed to clean the deck myself as Mountain Star was unable to find the exact matching decking for replacement. I had no issues with this. All work was performed and final payment was made on, 12-19-2022. After our first rain, around February 2023 I noticed that the same leaks/issues appeared. Mountain Star Roofing was notifed and some roofing solution was placed to help. After a second rain later in February 2023, the leaks still continued. I have made several attempts to resolve the issues with Mountain Star Roofing to no avail. I have made several calls and left messages with the assinged **************************. ***** has not returned my messages, phone calls or text message. I attempted to ask to speak with another Mountain Star Representative but was told that only, ***** would be able to assist. Amount of, $3,150.00 was paid for repairs to only have the same issues. I don't believe that I'm asking for anything other than for Mountain Star Roofing to fullfill their contractual agreement with me. Thank you in advance to have this issue resolved.

  Business Response

  Date: 05/18/2023

  We show repair was assessed and we last called client back in April. There seems to have been a miscommunication. We have reached out to client again today and will assess property again and check repair for revisions if needed. 

  Customer Answer

  Date: 05/19/2023

   

  From: ************************* <*********************>
  Sent: Friday, May 19, 2023 9:20 AM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: BBB: ********************* ID #********

   

  Good morning! Hope Im responding accordingly. Your office is requesting a copy of the contract in dispute. Attached is a copy for your records.
  Thank you,
  *************************

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

  Customer Answer

  Date: 05/19/2023

   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.

  Customer Answer

  Date: 10/02/2023

  On or around May 19, 2023, I filed a complaint with the BBB regarding my Rear Balcony water leak issues that were repaired by, Mountain Star Roofing around, Mid December, 2022. ***** complaint # is, ********. If the BBB would like for me to provide initial details of my complaint which should be within my previous complaint filed with BBB I can. After filing this complaint, I was reached by Mountain Star Roofing to have issue looked at. A gentleman by the name of, ************************* with Mountain Star Roofing reached out to me to set up a time to review issue. ********************** visited my home on or around, May 23, 2023 and took many pictures of the balcony. He said that he would be getting with his supervisor, ***** to determine further action. Weeks go by with no call back. On June 21, 2023 I sent ********************** a text message to check on the status. ********************** response was "I spoke with ***** about it. I'll remind him later today to see what he wants to do there." As of this date, I have not received a call, email, text or mail regarding this issue. I'm seeking assistance by the BBB to hopefully resolve matter.

  Desired Resolution:

  Refund

  
  

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  I hired Mountain star roofing to repair my roof in July of 2022. July 5th 2022 they were written to check. August 8th or so haven't heard anything from the company reached out to them, was told they were working with the insurance company to get the correct amount of money they needed to repair the roof. September 2022 nothing had been happening, I went down to the company to go ahead and get my money back since they weren't doing anything and they offered to give me a 35% less check since I was breaking the contract. I let them know I just wanted my roof repair, they agreed. October 2022 no word from the roofing company, it's been 90 days, and I was told I was being issued a refund check. Refund check wasn't mailed until about a week after they told me they had done so, and it came at 35% less, stating that I broke the contract with the company. I never broke the contract with the company. All I want is my roof done. I'm a single woman who lives in Ruidoso New mexico. I don't have a lot of money to go ahead and let them keep 35% of my insurance check. This business claims that it's BBB accredited on its website, which it is not. I have reported the business to both attorney generals in Texas and New Mexico.

  Business Response

  Date: 11/04/2022

  Client's insurance company has not yet approved all costs pertaining to roof replacement. We worked with insurance carrier to dispute their estimate. Client refused to wait and demanded refund. Per our agreement, there is a fee for work already provided in working with her insurance carrier. Refund has been sent to client. 

  Customer Answer

  Date: 11/09/2022

   I am rejecting this response because:

  At one point I did ask for a refund. I then rescinded it due to them taking 35% of the fee I already paid. I did not demand a refund after that, I have texts to prove I was waiting for them to do the work. 

  In addition, the company has kept 47% of my money, not the 35% as stated on the contract (this is an extra $1200 of theft).

  The company is incorrect and needs to do the job or return all the money since they have cancelled the contract. I do not believe they are licensed to work in NM, which could also be a problem for them.

   

  
  

• Initial Complaint

  Date:10/27/2022

  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.

  I hired Mountain star roofing to fix my roof leak. They requested I pay 50% of the estimated and pay the rest after job is completed, I paid the first 50%. During the project, I would see the worker leaving the already mixed cement in the wheelbarrow under the sun *** **** ***) and go take lunch and nap! and, in many spots, he just covered the old cement with new cement without removing the old cement from the roof tiles! overall, very bad workmanship (see pictures).Later, I was told they fired this worker! After they told me the job has been completed, I did a walk-through with *****, the owner of the company, and the cement was flaky, and can easily brushed off with kitchen brush. I showed ***** that and told him this won't hold under the rain. He took a sample of the flaky cement and said he will send it to the manufacturer for analysis to see why its flaky, and then he will get back to me. I didn't hear back for few months, and when it rained last month, the roof leaked again from the same areas they worked on. I called Mountain star to see why its taking so long and to let them know my roof leaked again, even worse this time, from same area they worked on, but I was told they closed the project and warranty is void because I didn't pay them the other 50%. I told them the job has not been completed properly and, my roof is leaking again because of flaky cement and I was promised a follow up to resolve this matter but it never happened. Mountain star didn't offer any resolution!

  Business Response

  Date: 11/04/2022

  Repair was completed according to estimate provided. Client refused to pay balance forfeiting warranty on repair. 

  Customer Answer

  Date: 11/09/2022

   I am rejecting this response because:
  The work was not done properly because of the poor Workmanship and using defective material (which they admitted was flaky and brittle and took samples to send to manufacturer for further analysis with the promise to get back to me for further action which they never did). This caused the roof to leak from the same exact places where they claim was fixed. No where in the estimate they say they will do poor job!

   

  
  

• Initial Complaint

  Date:05/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 Sept. we signed a contract with the company to replace the roof of our home. The company had a Publics accountant who negotiated with our homeowners insurance for the settlement of the claim. The roof did not get replaced until the end of December. Arrangements were made to have the inside of the house repaired by spring break 2022 which did not occur. Mr. ***** ***** who is the owner of the company made an agreement over the phone that the inside repair of the ceiling and walls would be repaired and the amount for the floor repairs would be return to us since the money was going directly to the company. In April 30th a sub contractor arrived and began work on the inside of the house and would continue all week. May 4th two different employees of the subcontractor arrived with no knowledge or experience of the work they were expected to do and this information came from the employees themselves. They used a water hose to spray the inside of the house to remove the popcorn ceiling instead of a small spray bottle and left a mess in the living that my father in-law cleaned up before it continue to damage the floor and walls. I reached out to Mr. ***** ***** to talk to the sub-contractor have more supervision of his employees and to send qualified employees. Mr. *****'s response was to cancel the subcontractors and refuse to complete the work. According to the office manager, the account had an outstanding balance and out of the last check that was signed over to them of $9362.00 which over 7600.00 was for the flooring. The company has not provided any detail copy of the invoice and refunded only $3000.00 of the $9362.00. The state the contract was breached (we we do not have a copy of after being told a copy would be provided) because we refused to allow the subcontractors into the house to finish the work. We have at no time refused the subcontractors to enter the house to finish, Mr. ***** is the person who canceled the sub contractors.

  Business Response

  Date: 05/25/2022

  These statements are incorrect. All contracts have been provided since signature date. All invoices are correct. All refunds have been made according to contracts in place. 

  Customer Answer

  Date: 06/06/2022

   I am rejecting this response because: I have not received copies of the original contract or receipts for the work that has been done.  All communications with this company has been via phone calls which I have had to make to them in order to receive answers and the last phone call they hung up on me.  The only work that was completed was the roof and partial removal of the popcorn ceiling in the living room and hallway.  When I complained about the sub contractors using a water hose to soak the ceiling and all the walls along with the workers complaining about they had no experience in the requested work, Owner ***** ***** canceled the sub contractor and refused to complete the job or refund the amount for the repair.  The amount that had been paid out for the replacement of the flooring was also kept after promising to refund the amount since they did not offer those types of services. This company basically has committed the act of theft of over $7000.00 for work that has not been completed with only partial refund of $3006.00 and no justification for the refund.