Complaints

This profile includes complaints for No Mess Roofing & Gutters Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  No Mess Roofing & Gutters Services

  9040 Louetta Rd Ste 4029 Spring, TX 77379-6748

  
• 

  No Mess Roofing & Gutters Services

  8815 Driftstone Dr Spring, TX 77379-6374

  

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:06/26/2024

  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.

  Repairs were made to my roof based on the suggestion of the roofing company. Since repairs have been made I have a large amount of water coming into my home when it rains. Jeff the owner is refusing to correct instead is asking me to spend 5 thousand dollars for a permanent fix. When I confronted him, he badgered me and would not allow Me to speak. He continued to insult me and degrade my character. When I spoke softly and slow to remain calm he accused me of being passive aggressive. They did a water test by running a slow run hose under Low pressure and claims there is no leak but I sent pictures documenting the leak when it rained. He’s has also accused me of having someone else performing roof work which I repeatedly told him is not true. When I spoke with him he said that had to cut the underlining which is now causing the leak. As he stated “oh I know what it is”. I trusted Jeff and his 28 years of roofing experience, I’ve been left with damage and a leak that was not there until he touched it. This has been a horriable experience.

  Business Response

  Date: 06/27/2024

  Roof Repair $750.00
  Gutter Cleaning $325.00
  Total $1,075.00 paid via Credit Card
  
  Joe has intentionally given a false statement as to the cost of the Roof Repair, which speaks to his true character. Please view His paid invoices and images attached.
  
  It's our policy to decline invitations to bid on projects when individuals raise their voice, use profanity, or invade individual spaces to intimidate.  
  
  Everyone can have a bad day, and as long as it doesn't happen again, I forgive quickly.
  
  But if you have a history of displaying the above behavior, well, there comes a time when brutal honesty is necessary in explaining ourselves and asserting our professional authority and opinions. 
  
  I will say, I'm no nonsense, black & white, to the point, business Owner. My crews are methodical and meticulous providing educational advice as well as documenting everything we do with dated time-coded stamp pictures. 
  
  Joe has a new leak, in a different area, and NMRGSI has agreed to fix that leak - But not for Free.
  
  No Mess Roofing/Gutter Services Inc. has been working with Jenn/Joe ******** at this property since February 10, 2021. 
  
  We are called out primarily for gutter cleaning services.
  
  February 10th, 2021
  Gutter Cleaning
  While performing a free roof inspection NMRGSI came across a "Dead Valley" the accumulated debris to such a point that water intrusion was inevitable if not maintained on a regular basis.
  We pointed this out to Joe; proving pictures of the problem area. We recommend cleaning that area on a more frequent basis otherwise critters will nest and/or an intrusion would occur. 
  
  May 3rd, 2022
  While performing a free roof inspection NMRGSI came across a water Intrusion causing the decking to become compromised in a "dead Valley '' and needed immediate attention. Homeowner Joe ********, declined to correct it. " I don't see a leak on the inside!"
  
  February 13th, 2023
  Gutter Cleaning
  While performing a free roof inspection NMRGSI came across a water Intrusion causing the decking to become compromised in a "dead Valley '' and needed immediate attention. Homeowner Joe ********, declined to correct it. " I don't see a leak on the inside!"
  
  June 28th, 2023
  Gutter Cleaning
  While performing a free roof inspection NMRGSI came across the same water Intrusion area causing the decking to become rotten in the same "dead Valley" and needed immediate attention. Homeowner Joe ********, "There are no stains, and I'll get it fixed when replacing.."
  
  March 28th, 2024
  Gutter Cleaning
  While performing a free roof inspection NMRGSI came across the same water Intrusion, now causing the decking to become rotten in the same "dead Valley" and needed immediate attention.
  
  Joe ******** is  now getting water inside and agreed to fix " just that section" and declined to do the whole section for $5000 (12/12 Pitch - 4 squares with a 10% waste up against a Stucco siding) for a discounted rate of $750.00 - the regular price for this small section, he agreed to fix $975.00.
  
  We have provided free estimates for Roof Repair, Roof Tune-up, Roof Rejuvenation (all at significantly discounted pricing due to being an existing customer) and Joe has declined this preventive roof maintenance year after year.
  
  Please view our images (provided to Homeowner as well) from the many years of documenting our work and recommendations.
  
  The original roof repair leak was corrected in March 2024 and is no longer leaking. We were back out on June 25th, 2024 and water tested the roof repair and no leaking occured.
  
  Joe is complaining about a New Leak in a different area, different section of the roof that occurs during heavy high wind blown rains. Joe and Jenn both said this during separate conversations. 
  
  We've explained to Joe, in detail, over a number of years, that repairing a section of an ending point of the leak, and not addressing the whole area or the starting point, will not solve the issue; or could cause a leak in a different area.
  
  When shingles are on the roof after a certain period of time, and you disturb that water-tight seal with a repair; and the existing shingles, that are not replaced in that area, might develop a leak - in a different way.
  
  With all paid service NMRGSI provides Courtesy Roof Inspections with images and correction comments. We'll provide a discount price for Same Day Service.
  
  This property was built in 2015, original roof. The roof covering is only 9 -10 years old, but has not been maintained properly. 
  
  The shingles have black algae and impact damage throughout the roof. The shingles are shedding the granulars excessively and the field shingles are dried out and cracking.
  
  We've recommended several maintenance services to extend the life of the existing roof, but Joe would only do the bare minimum,  "I'll wait for a storm to replace."
  
  We have had significant storms in the Spring Texas ZIP code area of 77389, since March of 2024; Hail, Tropical Winds, and Sideway Heavy Rain.
  
  On June 24, 2024, NMRGSI went back out to look at a New Leak (6 ft from the original leak different section of the roof) but the shingles were distributed and he now had a combination of New Shingles (no leak) and aged-damaged existing shingles (leaking).
  
  Joe ********, has now completely forgotten all the information, guidance, and pictures explaining that this might happen, and now wants us to fix it for free.
  
  Without doing the proper correction, this will continue to happen again, but in a different area. So we declined the invitation to continue down this path of patch work and asked him to call out a couple of other Professional Roofing Companies and see what they say? We know they will say the same thing. Whole section needs replacement at a cost of $5000 - $7500 due to flashing the uneven rock siding area, plus dealing with the dead valley (because Joe doesn't maintain the collected debris).

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will seek another roofer to fix the issue. This Complaint can be closed/removed and considered settled between the two parties. I have already acknowledged the error with the company in email that the total cost mentioned was incorrect. 
  
  
  
   
  

• Initial Complaint

  Date:09/05/2023

  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.

  I had a loose gutter and called them up. They came and sold me a "Roof Rejuvenation Service" with a guarantee for 5 years for Shingles health. They confirmed that my shingles were in good health and warranted that I will not have to change them for five years (unless they were damaged by hail or wind). Proof attached They also mentioned that all black marks on my roof (Algae streaks) will be gone after the service. 5 year warranty and 5000$ - I signed up. Results: - Gutter was fixed. But that is all - Algae streaks on my roof was unchanged (never even reduced). - Barely three months later, I was asking for bids for home insurance and an inspection found my roof was damaged. I called up Roof Rejuvenation, and they just told me on phone that it may have been damaged by hail and told me they will CHARGE me 400$ UPFRONT to even come by and inspect my roof!! Thieves. - I got my roof inspected by three different companies, as well as a certified forensics company, and they all confirmed that the roof was NOT damaged by hail and it was just wear and tear. Basically, this company either damaged my roof with application of the service, or simply carried out a service on a damaged roof. They confirmed that roof was not damaged when service was carried out. They never honored their warranty either.

  Business Response

  Date: 09/05/2023

   

  Sudhir **** tried, Unsuccessfully, to trick an Insurance Carrier into insuring his roof when he went to get Homeowners Insurance months after the Treatment.
  
  If you have No Homeowners Insurance and your current asphalt shingle is Aged/Old or Damaged, this Product WILL NOT make your Roof Insurable.
  
  Do NOT try to get a NEW INSURANCE POLICY after the roof has been sprayed because the roof will always fail - (aged - wear & tear or damages to the roof).
  
  Now - you have an Existing Policy - and good history with your Current Insurance Company; and you Treat your Roof with Roof Rejuvenation, they can allow you to continue with the Current Policy (for your existing roof) for 5 - 15 years with the Treatment after it's been sprayed and inspected by them.
  
  Mr. **** could not afford to replace his uninsured roof and called us out as an alternative to replacement. But he was being Shady, and he got caught.
  
  This Product is intended for aged roofs that are at the end or near the end of their lifespan, and if it qualifies and treated you can possibly get an additional 5 to 15 years out of the existing aged shingles.
  The properties of the USDA BIO Based Treatment will give:
  *86% Better Granular Adhesion
  *60% Better Fire Retardancy
  *Helps prevent damage caused by Hail & Wind
  
  Mr. Sudhir **** has a 15 year old composition unmaintained asphalt shingle roof covering with no shade. Sudhir **** tried, Unsuccessfully, to trick an Insurance Carrier into insuring his roof when he went to get HomeOwners Insurance. He thought that he could treat the shingles and then get the Insurance Carrier to insure the Roof. Although the roof has no leaks, or wind damage, it is aged and has extensive wear & tear. It's a great candidate for a Rejuvenation Treatment. That being said, an Insurance Company will NEVER write a new policy on this type of roof, even with a Treatment.
  
  Sudhir ****
  ************ ***** ***** **** ****** ******** *** *****
  
  Two Story, 4 bedroom 4 bath 3,701 Sq Ft Home, w/ an assessed value $418,013 - has a 15 year old asphalt shingle roof (never maintained)
  Roof Footage  4,614 Sq Ft w/ 10/12 Predominant Pitch
  Regular Price Roof Rejuvenation Treatment Only $4,614.00 - Discounted $614.00 = Walk out the Door Price $4,000.00 Treatment Only
  
  
  Mr.**** is requesting "never deal with Us" and wants the full amount $5,000.00 be refunded!
  He personally said the gutter repair (forgot the Repair & Complete Gutter Cleaning plus Screens $572 - or the Roof Repairs $500 were done to his satisfaction) but Mr. **** will not provide any roof forensic reports and REFUSES to allow us to inspect the roof since it's been treated.
  
  Sudhir **** has a very aged roof, he has never maintained it, and with NO INSURANCE Coverage at all. Mr. **** said he had several roofing companies inspect his roof, including us, and everyone (including Us) came to the same conclusion: damaged roof should be replaced or rejuvenated until replacement is affordable.
  
  We are a Full Service Roofing Company and can repair, restore, or REPLACE asphalt roofs when approved by the Homeowner. 
  
  A Roof Rejuvenation Treatment will KILL and REMOVE ALL BLACK ALGAE STAINS within 6 to 12 months after the rain naturally and gently washes it away; and we come back every year during the Transferable Warranty (as a Courtesy) to inspect the roof and the black algae taking pictures and short videos all provided to the Homeowner.
  
  
  The problem is, the Homeowner tried to pull a fast one, it did not work, and now he wants to scream foul. New Insurance Carrier is telling him he needs a new roof. That's their guidelines, not mine. We provided the service and He has a  5 year warranty on his roof - what's the problem? He does not mention one problem! But when trying to get Homeowners Insurance (not just for the roof), the Carrier is telling him he must get a new roof - and that's on him! Has nothing to do with the product, it has not failed, it's still under warranty and working as described.
  Please read what Mr. **** wrote: "I got my roof inspected by three different companies, as well as a, certified forensics company, and they all confirmed that the roof was NOT damaged by hail and it was just wear and tear"  
  A - Okay, so what is your complaint?
  
  
  This roof was treated on March 22nd. 2023 and we explained that the rain will gently and naturally wash off the black algae. We'll, we have not had a sufficient amount of rain yet this year! Plus triple digit temperatures - with no rain!
  

  SG = Sudhir ****
  A    = No Mess Answers

  
  Results:
  SG - Gutter was fixed. But that is all
  A - the gutter was fixed, the entire system cleaned - E-Z lock screens installed $572.00
  A - Roof Repair (decking replacement) $500.00
  A - Rejuvenation Treatment $4,000.00
  
  
  SG - Algae streaks on my roof were unchanged (never even reduced).
  A - with all Treatments - it will take approx. 6 to 12 months for the BLACK ALGAE to gently be rinsed off by the rain naturally (if there is a drought - it may take longer - but I have never gone back to a home and The Black Algae was still present during our Courtesy Inspection)

  A - If you look at the pictures in the report you can clearly see the majority of BLACK ALGAE is gone.

  
  SG- Barely three months later, I was asking for bids for home insurance and an inspection found my roof was damaged. I called up Roof Rejuvenation, and they just told me on the phone that it may have been damaged by hail and told me they will CHARGE me 400$ UPFRONT to even come by and inspect my roof!! Thieves.
  A - Sudhir **** is an unethical individual - He knew his roof was aged/wear & tear/damaged and tried to pull a fast one on the Insurance Carrier - but was caught. He truly is an unethical thief, my friend. His insurance lapse or he canceled it (whatever) but Mr. **** realized he completely screwed Himself. His own words "- Barely three months later, I was asking for bids for home insurance and an inspection found my roof was damaged. I called up Roof Rejuvenation, and they just told me on the phone that it may have been damaged by hail and told me they will CHARGE me 400$ UPFRONT to even come by and inspect my roof!! Thieves.
  and then this is what he writes in the same Review, "- I got my roof inspected by three different companies, as well as a, certified forensics company, and they all confirmed that the roof was NOT damaged by hail and it was just wear and tear.
  
  He turned to us, (no insurance and got several inspections) looking to Rejuvenate the existing aged/wear & tear/damaged roof until they can afford one out of pocket. Also keep in mind, we give Courtesy Roof Inspection every year (free) during the Transferable Warranty (outside inspection only); however, Mr.**** was requesting a complete inside (attic) and complete outside inspection with digital images and a Summary Report - he lives 52 miles round trip - $375.00 is the cost and if we find something wrong that needs correction (rotten decking, rodent inclusion, etc.) he can apply the cost of the report to the new project.
  I am glad he provided the reports because he refused to give them to us. Carefully read the complaint and then try to figure out what he is actually complaining about. That we charge for our reports just like the Forensics Report - which by the way, is just a really good generic name. That being said, not one report provided backs up any complaint information.
  
  SG - I got my roof inspected by three different companies, as well as a, certified forensics company, and they all confirmed that the roof was NOT damaged by hail and it was just wear and tear.
  A - Mr. **** called Us and requested another inspection after the treatment because another Roofing Company (certified forensics company?) inspected it and.... I'm not really sure what Mr. **** is wanting. His inspections said the same thing we did in conclusion of; wear & tear damage, never maintained, poor ventilation, starburst marks throughout and impact marks (not enough damage to warrant claim but he has no insurance).
  
  Basically, this company either damaged my roof with application of the service, or simply carried out a service on a damaged roof. They confirmed that the roof was not damaged when service was carried out. They never honored their warranty either. DO NOT DEAL WITH THEM.
  A - Please read what Mr. **** wrote: "I got my roof inspected by three different companies, as well as a, certified forensics company, and they all confirmed that the roof was NOT damaged by hail and it was just wear and tear"
  Mr. **** said, "  They never honored their warranty either." Mr. **** never called in a warranty claim, once. he called in for a Full Service Outside & Inside Roof Inspection, and a cost does incur for that Service. 
  
  This is what I mean by people using a review platform in unethical ways trying to get services for free or they black mail the company. 

  
  

  Customer Answer

  Date: 09/06/2023

  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.  
  
  The business is simply name calling me and responding emotionally and making unsubstantiated claims. All that I need is.. they told me that my roof will last 5 years. And the roof has not!! It did not even last 3 months. When I called them to check, the first answer is your roof may have been damaged by hail and pay me more money to certify that your roof is good.

  So I am simply asking for a refund for the services.

  If they do not want to provide me a refund, let us take it to arbitration.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/06/2023

  Roof Rejuvenation Limited Shingle Warranty

  
  

  Roof Rejuvenation warranty is a five-year transferable warranty, to the second homeowner for the remainder of the warranty period.

  
  

  This warranty is for the liquid rejuvenator sprayed on the roof, not the application of it. Any issues with the workmanship or application are to be dealt with by the Roof Rejuvenation Shingles dealer. ROOF Rejuvenator is designed to keep the shingles soft and flexible, thus helping the shingles extend their life for a period of five to ten years.

  
  

  This warranty starts the day the roof is sprayed. Roof Rejuvenation will not warranty shingles if the shingles are starting to curl or roll up due to excessive oxidation, the roof should not be sprayed and thus not awarded the warranty.

  
  

  Before this warranty can be awarded the dealer/applicator must provide picture evidence of the roof shingles and are to be emailed to Roof Rejuvenation. Photos of the South and West side are preferred, before and after the shingles have been treated along with a copy of the customer invoice that is supplied by the Dealer-Applicator and is a requirement for the warranty to be validated.

  
  

  Roof Rejuvenation will not warranty leaks, damaged shingle from hail and other premature aging problems. Lack of proper venting in the attic could also void this warranty. Consult with your roof expert or applicator.

  
  

  Should the Shingles lose flexibility during the five-year period and there are signs of shingles rolling up, Roof Rejuvenation will supply the owner with reconditioning of the rejuvenator on a prorated basis over 60 months.

  
  

  To offer the homeowner a warranty, there must be a picture of the roof before it has been sprayed so that it can be compared to the condition of the roof at the time of the claim, this is the responsibility of the dealer.

  
  

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I request closing out my complaint against No Mess Roof & Gutters with the Better Business Bureau. I am not interested in pursuing legal action against the contractor, but I do want to express my dissatisfaction with their actions.
  I filed a complaint with the BBB regarding my experience with them. I had hired them to prevent roof from deterioration. However, the work was not done to my satisfaction, and the contractor was very unprofessional in their dealings with me.

  
  The contractor has since retaliated against me by calling me names and making false allegations about me on the internet and the BBB website. I believe that this is a form of defamation, and I am very upset about it.
  

  I am closing out my complaint with the BBB, but I want to make it clear that I am not satisfied with the way this matter has been handled. I hope that the BBB will take appropriate action against the contractor for their unprofessional behavior.

  To provide some additional context:

  - I have always had full insurance on my home, including when Contractor was called to do service. The Contractor gave it to me in writing that roof was good. Yet 3 months later, multiple companies have confirmed that my roof needs replacement due to wear and tear, exactly what contractor was supposed to help prevent. Contractor is falsely claiming that I did not have insurance.

  - When I called them for service, they wanted to charge me money. Good customer service would have been to inspect roof and tell me their view. But no, they will not come down until I paid them money in advance, Every singe roofer I called was willing to come for a free inspection, and even gave me free reports. All except this contractor, who should have been helping me first.

  - Lastly, they have been defaming me on internet for my google review. I have screenshots of all that.

  However, I am taking my dealings with this contractor as my learnings, and do not want to deal with them any more. I will replace my roof on my own and DO NOT want them anywhere near my property to check on roof.

  Please  close out the complaint.

  Thank you for your time and attention to this matter.

  Sudhir 

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  On Friday 10th of Feb, I had an initial appointment with this company to get a quote to get my house's gutters cleaned. The owner was on time, courteous and give me additional information on potential services he offers that could help my home. The next day, I let him know, that we would like to proceed with the cleaning of the gutters and replace the screens on it. I received an email on 11th Feb 4.47pm, with the details and letting me know the office will call me to schedule it. She called me at 4.55pm to book my appointment and get the 50% deposit. During this call, I let her know that I will not be available on the 14th as stated in his email, and would like to schedule it for the 17th as I will be busy in meeting. On Feb 14th, I am meeting with my other contractor at 1.09 pm until about 1.39pm. As my contractor gets out of my home he let me know that someone is waiting for me outside. I go out and the company that is supposed to clean my gutters on the 17th is here earlier than schedule. I let him know that I was not expecting him, and he let me know that I misunderstood and that my appointment is today. (To which I reply what I stated above). He let me know that my communication is terrible and that I shall at least reply to his phone call or text message even while in meeting, and that I am being disrespectful. The conversation goes on for a while and we don't get anywhere. He let me know that I emasculated him in front of his crew, that I use to much body language while I speak. I explain to him that in France, we use hands while we talk and this is part of cultural differences, to which he replies, "here this is my country, my state, and if you're unhappy, you can take your business to France". In addition, to that he add that he feels bad for my husband as he see the way I threat him, I do the same to my husband. At the end, we both agree that working together isn't possible and that he will refund my $600 deposit and even include the $24 credit card fee.

  Business Response

  Date: 02/17/2023

  This young lady is playing games, quibbling over semantics, pretty stuff, but shows the true character. One special order jobs the deposit is non-refundable if the order is canceled and we have materials specifically for your home and rain control system. As a courtesy, I refunded back the non-refundable deposit. The Non- refundable deposit has an accumulation of several different processing fees, restocking fee, salesman fee, etc. On our contract in front IN bold black print states ALL DEPOSITS ARE NON REFUNDABLE ON SPECIAL ORDER JOBS - which encompasses the material and fees and labeled as a deposit.
  
  The fact the BBB has this on here is ridiculous. Not, because of the complaint, but she submitted all the paperwork; and what she wants back - clearly states she forfeit the deposit if cancel the order. Super clear! We refunded the deposit (as a courtesy) the same Day minus the non-refundable deposit restocking/processing fee. The Merchant Credit Card fee comes from Square, not us. We don't even get the restocking fee, because the suppliers charge us a 10% restocking fee. Ms. Elaine wants me to pay her non-refundable stocking fee. It's just crazy.
  
  Also, I find it odd how people are so quick to write a poor review on a business that is highly rated on all platforms, including here at the BBB, by an individual who never had any work done by them  - just there playing with your employees livelihood. Shame on people like this. The real kicker here, is Ms. ******, had a bad experience with the roofer that did her home and had issues and they refused to fix or follow-up - not returning her calls. Hmmm, you'll see shortly how that sounds familiar. I told her to write a review on the BBB as I do with all my potential customers who aren't getting satisfaction with previous contractors. Her response was ahhhhh. Now we did no work, order materials, she has the contract, its spelled out right in front in Back & Red Bold Print and she wants the 10% restocking fee back because you canceled the order the day of the install when were at your home.
  
  
  Please read our complete response. 
  
  OH my Lord, Ms. ****** has said some good stuff here. Honestly, she might be an MMA Fighter! I'm not playing this BBB PC - Oh no! Ms. ****** is a mean spirited woman that made me , a 54 yr. old 5'11 220lb. man feel physically uncomfortable and threatened. She started first putting down my profession, then moved on to Houston Homes, and last, how "shameful" the United States is. That was our first appointment. I told my wife, this customer was going to be an issue. When customers don't respect your profession, are very dimensive, and want to meet with you or go over things, those are the problems individuals face. This person doesn't respect my Country, My City, My Profession. I was surprised she accepted the order.
  
  
  We're all educated Army Veteran Latinos, either from Texas or other States and Countries. we're Roofer's - We live hard and play hard. Fought or Served for our Country's Freedom of Speech. So for Ms. ****** to say that I personally said, "....go back to your Country...", is absolutely true! Felt good to say it also! She had a very snooty attitude and had no problem invading your space. And of course the irony was not lost on me when we laughed about it. That would be a first, a Minority in his Own Country telling an Extremely La-di-da' Caucasian Karen to go back to her country. Really it's just sad that a privileged individual is going out of her way to hurt a group of workers (not one) but the whole company because she wants something she is not entitled to. No work was done, just our time spent on her order, driving to pick it up and driving back to return it and pay the restocking fee; and remember we came out on the day that was on the contract...But as they say, C'est la vie. 
  
  
  This was a very unfortunate interaction with an ill-disposed individual who created a hostile environment and used her French Heritage as an excuse or privilege/right to demean and belittle individuals on her property. Now understand, there is a joke there; she was such a Negative Nancy I asked why do you live with her if you dislike everything about it? Her Husband. So, I said - well why don't you go back to France and be happy, life is too short or Import some French Worker. She said I can't, and I said OH,! I feel sorry for you and Your Husband. We laughed, because it was lighthearted. Now its meaning is different, taken out of context. See how evil and wicked that is - manipulated and intentionally done.
  
  
  There is no reason to comment on the other fabricated (out of context) statements she wrote down, because it's simply not true.
  
  The H/O cancelled the order after 30 minutes of sitting and waiting to install. I was at her home that day for nearly 60 minutes. I was at her Free estimate appointment for 40 minutes  (just fyi, failed to communicate on that day as well. Ms. ******'s project was a special order bought for her specific home and system and would be returned back to the suppliers; they charge a 10%-15% restocking fee. If the H/O cancels an order and we receive those products, we return the products that have been bought from Senox or ABC  and they both have a 10% restocking fee. It's on the front of the contract in bold black and red ink print; and it's pointed out to the customer. We go through the same process everyday with every customer. We are very transparent and had no issues.
  
  So, with all outside dangerous roofing/gutter work, there are terms and conditions of a project. It's discussed thoroughly, and a written agreement is the final binding contract; either on the contract itself or via text/email; but something must be in writing; i.e. schedule dates, deposits, processing fees, balances due, etc.
  
  As with any contracting business, a contract/work-order has a condition of sale, deposit, when balance is due. Restocking fees or returned checks, special order, verbal communication vs. written communication. and Ms. ****** has all of this paperwork; she actually provided it to the BBB, where it clearly states our policies and the condition of sale. Looking at the information (contract/work order ) provided by Ms. ******, you can see, it clearly states the date of installation, it's a special material order for her specific system and paid the deposit. She agreed to all our conditions. The installation date is subject to change due to weather, but we still showed up as per the contract.  we provided her the opportunity for us to come back Friday and she declined.
  
  Once we were there and she informed us,  Ms. ******, that there was a "miscommunication on the scheduled date", we explained we could come back on Friday, no worries. But she said to go ahead, then she said no reschedule, then cancel, then go-head and do the work since we were there - then she canceled. At this time we were in a small driveway with an extended Van and trailer and the gate was not opening, and she was making no attempt to open it. Please understand, we were not in and out, I was there for over an hour after she cancelled. 
  
  Our major conditions are on the front of the contract(not the back in small print) but in bold print and red ink and clearly states,  'A verbal agreement will not be considered the same as a signed contract.' Brenda asked her to email or text the charge of date for our records. We do have customers reschedule, it's no worries; we ask you to send it in a text or an email otherwise we get into this He said She said and it's not efficient. We reached out to her several times on both appointments with a failure to respond to phone, text, or email.
   So, Ms. ****** has been refunded all monies owed. Ms. ****** has the contract, presented to the BBB, and it clearly states special order or non-refundable, it has a scheduled date (the day we arrive) and explains everything in bold black and red ink in front. Honestly, Ms. ****** questioned everything like she had no idea she even had a contract or read it. Ignorance of the law doesn't mean you can't get arrested if you break said unknow law.
  
  
  
  It's the same here. We go over everything in detail  but if you don't retain or absorb-it, that's on you after you cancel the order. We refunded $540.00 instantly minus the - the restocking fee. $60 dollar
  
  
  
  

  Customer Answer

  Date: 02/20/2023

  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.  
  
  As with most poor results, the attempted transaction was marred by poor communication.  When a customer timely contacts a vendor to request rescheduling due to a commitment conflict and the vendor’s office both acknowledges and agrees to the rescheduling you would think all would be good.  In this case, no.  In this case, poor internal communication placed the vendor’s crew at my house while I was in the middle of a meeting (the above noted conflicting commitment).  When the meeting was finished, I noticed the crew parked in front of my house.  The verbal abuse noted in my earlier response ensued including a rant that I should go back to France.  Interesting talk from a Latino Veteran that probably faced similar racial slurs earlier in his life.  It’s interesting also that when he is flinging insults all is well, but when a 5’ 2”, 110lb businesswoman asserts her opinion and tries to determine a resolution, I am emasculating.  Go figure. 
  There would be no restocking fee had the vendor shown up when requested, or shown the slightest degree of professionalism, which he did not, regarding a miscommunication on their end.  One final point: I make it a point to write reviews for services provided.  I mostly write good reviews since most vendors I have dealt with in the past have attempted to provide a good service.  However, in touting BBB as a sign of quality, it is also a responsibility.  My complaint speaks for itself.  So, I’m afraid, does the company’s response: attacking me personally for an attempted business transaction gone horribly wrong.   
  In the end, I pay the $60 restocking fee for No Mess Roofing’s poor internal communications and misogynist crew leader’s lambasting and, at best, written half-truths.  I guess that might be a bargain.  Attempting to do business in my case, with No Mess Roofing was not.  The old saying, “Buyer Beware” holds true here… especially if you are a woman attempting to take care of your property.
  Oh, and the Ring Cameras on my property also have video and audio and, although they did not capture the entire interaction, the system captured enough…    
  Thank you for your time and consideration in this matter.
  
  Regards,

  Eliane ******