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:10/21/2024

  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.

  We had a roof put in by Eldridge in 11/2021 and in less than 2 years we have had multiple shingles pop up. I called them multiple times and they finally came out and were able to resolve some of them, but they determined others needed more extensive repair to replace the wood underneath. I have called repeatedly and they give all kinds of excuses about needing to talk to this manager or the owner etc but they don’t ever call me back to schedule. The guy they sent to fix the roof said sometimes the workers use the wrong nails and that’s why they are popping out so soon. My warranty ends in November and I think they are dragging this out so they can claim I’m not covered. I think they should extend the labor part of the warranty on their shoddy work, and come do the repairs they owe me. I spent $23k with them, and the previous roof never had these issues with popping nails and shingles.

  Business Response

  Date: 11/21/2024

  Dear Christina ******,
  
  
  Thank you for bringing your roofing concern to our attention and for your patience as we worked through each step to address and resolve the issue.
  
  
  To recap:
  
  
  On December 4, 2021, we installed your new roof with a two-year Workmanship warranty. (Please note, at the time of sale, we offered an extended warranty, which you declined. However, we did upgrade the material for your roof to include: GAF Synthetic Underlayment, GAF Storm Guard Ice and Water Shield, GAF Pro-Start Starter, etc. without any additional costs to you.) After the installation of the new roof, the only communication we received was on October 10, 2022, which was a request from you to inspect something shiny on the roof. During that inspection, we identified what appeared to be shiny material, as white attic insulation that had come through the ridge vent. In addition, the Project Manager performed a complete roof inspection and confirmed that your roof was in good condition with no issues.
  
  
  On July 9, 2024, one day after Hurricane Beryl (which occurred 7 months after your warranty ended on December 4, 2023), you reached out to report potential storm damage and a leak at the chimney. Moving forward, we initiated our inspection process:
  
  
  On July 18, 2024, we informed you we would schedule a visit.
  On July 26, 2024, we attempted to inspect the roof, but you were unavailable.
  On August 12, 2024, we successfully scheduled an inspection for August 23, 2024.
  
  
  During the August 23rd visit, we addressed nail pops which were caused by expansion and contraction. We also confirmed that the leak was not a result of the roof and/or flashing, but instead, originated from the chimney’s brick mortar that deteriorated in multiple areas. Specifically, the chimney required tuck point repairs due to the deterioration of the brick mortar which allowed water to intrude. We noted the second area of concern which you described as potential storm damage; was actually raised decking at its joint. We provided you with an estimate for the chimney tuck point repair, to do alongside the roof repair which was a Complimentary Customer Appreciation service at no cost to you. You opted to hire another contractor for the tuck point on the chimney and wanted us to continue the repair of the roof.
  
  
  On October 10, 2024, you informed us the chimney repairs had been completed. We scheduled a follow-up visit for repair on November 9, 2024 and fortunately was able to move the appointment to November 7, 2024. During this visit, we replaced the rotted decking, secured it properly, and addressed additional nail pops over the garage. (Please note: We addressed your issues and completed the repairs, all without knowing that you filed this complaint). 
  
  
  We are pleased to confirm that all issues have been resolved. 
  
  
  To conclude, despite your warranty having expired, we absorbed the associated costs as a gesture of goodwill. However, we will not extend the original two-year workmanship warranty, as your roof remains in good condition even after Hurricane Beryl.
  Please know that your roof still carries a 50-Year Manufacturer Defect Warranty as well as a 15-Year Wind Damage Warranty. Also, as a valued customer and part of the Eldridge family, we encourage you to take advantage of our complimentary home health checks annually.
  
  
  Please do not hesitate to reach out if you have any further questions or concerns. 
  
  
  Thank you,
  Eldridge
  

• Initial Complaint

  Date:06/13/2024

  Type:Billing 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.

  Sales person told me two lies to get me to sign a document of commitment. I expect the company to honor their employees word. Anything less is being and supporting deceit/fraud. The public has a right to accurate information about what a product does or how a company will bill a customer for a service. When someone selling a product or service intentionally misrepresents a product, its costs or its effect, that salesperson may have crossed the line into fraud.

  Business Response

  Date: 06/20/2024

  This gentlemen’s claim could not be any further from fact. The project Manager that was assigned to Mr. ***** has been with our company since the conception and has been a very close friend of the owner for over 45 years. This particular project manager is the most detail oriented and follows Eldridge processes to the letter.
  
  
  Our Service Agreement Contract Clearly states “Homeowner agrees to pay Contractor a termination fee equal to 20% of the RCV (Replacement Cost Value) of the claim” Which Homeowner read and initialed at the time of signing the contract. It is standard practice for our Project Managers to go over this area of our agreement in fine details. This is something that has been spoke about in numerous meetings. Eldridge’s Project Manager did NOT and would NEVER tell this or any customer that the cancellation fee is $500.00. That would mean that the entire roof would only cost $2,500 ($500 is 20% of $2,500). Not possible. It did not happen. Although under contract and acknowledging terms with initials and signature; Mr. ***** had another contractor perform work approved by their insurance company without any notification to Eldridge. Eldridge invested a lot of  work, time, materials, and expertise to help Mr. ***** and to honor our word and agreement. Please see supporting dates of events below.   
  
  
  4.19.2024 - Initial Inspection - project manager performed full inspection of attic and roof and created photo and video report for homeowner.
  5.07.2024 - Additional trip to reference roof with chalk to identify storm damage for adjuster appointment (2 men 2 hours). 
  5.16.2024 - project manager met with insurance adjuster and assisted with expertise to identify storm related damage and help seek approval for full roof replacement.  
  5.25.2024 - project manager met with homeowner and presented professional roof system and installation methods.
  6.03.2024 - project manager visited customers home to drop off roof shingle sample boards
  
  
  In addition there was numerous phone calls, text and emails as well office staff timed material.
  
  
  In conclusion Eldridge Roofing & Solar not only met all of our responsibilities outlined in the signed contract but we exceeded them.
  
  
   Now that it has come to our attention that you have been making statements on social media, internet, BBB etc. about Eldridge and/or Individuals that are affiliated with Eldridge that are both false and misleading. These statements constitute Defamation of Character; Libel (in writing) and/or Slander (orally) since they defame our reputation that we have been building since 1998. We rarely receive falsified and fabricated statements towards us, but when we do its taking seriously and setting the record straight becomes are highest priority. We will go to all measures to do so. 

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I would not have signed the said document if it was explained properly. RCV is not a term I was familiar with. That is why I ask your rep. how much that was. He said $500.00. I am willing to take a lie detector test. Will you be willing?
  
  Regards,