ComplaintsforSteele Roofing LLC

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed a contract with Steele Roofing on 5/6/2021 (both parties signed the contract). Amount for the roof as stated in the contract is $10,828.20 - I never received a quote from Steele Roofing they took the estimate that was provided to by my insurance company. Insurance company stated my gutters were damaged as well/would need to be replaced (Leaf Guard gutters). Sales representative from Steel Roofing hand wrote on the contract "*we are doing all gutters - seamless with gutter helmets". Meaning they would be replaced with what was on the house. Gutters were removed/hauled off around May 2021. Roofing material was dropped of on/about 6/7/21. Roof was installed flawless - everything went smoothly - however received a text my gutters were going to be installed the week of June 14th 2021. Received a call re: Steele Roofing on 6/18/21 - stating they could not install gutters. Steele Roofing is refusing to provide me with my warrant paperwork on my roof-since the contract wasn't completed

  

  Business response

  10/15/2021

  Business Response /* (1000, 6, 2021/09/30) */ We did sign a contract based off of insurance proceeds which is normal. With that means we charge for what is approved by insurance to do the job, including supplements for additional items found during tear off that could not be seen prior. This house had multi layers of felt and some bad decking. Once the sales rep explained to the homeowner that we needed her to consult with her insurance for payment for said additonal items, she stated she didnt have time to do so. She was told if she doesnt pursue to insurance to pay for the incurred costs then she would be responsible for paying for it. At that time she got upset at the fact since she was told she would only have to pay her deductible which is true provided she helped us collect the additonal costs from her insurance. We also had a similar issue with the gutter guards, we were not told up front that those were a specialty item until after they were removed and hauled off, of which the customer handled on her own. She is upset at the fact that she doesnt have a warranty sheet physically to hold but was also told if the balance isnt paid then we dont issue a warranty until the account is paid in full. This is a condition on the reverse side of her contract on a blue or white form, i will attach a copy. The simple resolution would of been either she pay it out of pocket and pursue pay back from carrier and she gets her warranty. By her refusing to comply, she is allowing herself to not have her warranty per the terms of the contract. It is also not fair to recieve a complaint over a piece of paper, when in fact she even stated she was happy with the "flawless" workmaship of the job. The balance owed is $323.17 and also per the terms of the contract can have interest added to it until its paid in full, there is also a term in the contract stating by signing she agrees that we may file a lien against her home for non payment. Perhaps she needs to carefully read her terms and conditions sheet. We are willing to reach a resolution but she needs to comply as we did. Attached is a blank copy of the contract she signed. Consumer Response /* (3000, 8, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The balance owed is $323.17 (per Steele Roofing's response). I have a text message that $231.36 is amount owed. See the other texts messages with different final costs. The amount always changes - the communication with Steele has been very poor - I have never received 1 invoice for the any of the service they have provided. I have reached out to my insurance company multiple times for clarification of services paid. Had a 3-way call with Steele Roofing today to verify the final amount due is $231.36 (check mailed 10/1/21). I gave praise where needed with the roofing job. This company was referred by me for another job in my neighborhood (more money in their pockets). Steele Roofing submitted a supplemental invoice to ***** **** for 3 sheets of plywood for $455.00 - that equals $155.00 per sheet - which is outrageous. **** ****** stated Steele Roofing would handle all the supplemental invoicing with ***** **** - I have attached the signed contract by both parties and nowhere does it say anything about interest added until its paid in full, or lien against her home for nonpayment. I only received what I have attached. Consumer Response /* (910, 11, 2021/10/04) */ ***Document Attached*** The balance owed is $323.17 (per Steele Roofing's response). I have a text message that $231.36 is amount owed. See the other texts messages with different final costs. The amount always changes - the communication with Steele has been very poor - I have reached out to my insurance company multiple times for clarification of services paid. Had a 3-way call with Steele Roofing today to verify the final amount due is $231.36. I gave praise where needed with the roofing job; however that will know change. This company was referred by ME for another job in my neighborhood (more money in their pockets). Steele Roofing submitted a supplemental invoice to ***** **** for 3 sheets of plywood for $455.00 - that equals $155.00 per sheet - which is outrageous. **** ****** stated Steele Roofing would handle ALL the supplemental invoicing with ***** **** - I have attached the signed contract by both parties and nowhere does it say anything about interest added until its paid in full, or lien against her home for nonpayment. I only received what I have attached. Also attached text messages responses from the owners wife - stating she was going to mail the warranty paper work or have it dropped by my house - that has never happened. I also attached a carbon copy my final payment per ******* (the owners wife)- in the memo line stating FINAL Payment - which has been deposited. They were informed that I had **** ***** gutters - even the ***** **** inspector told both Steele Reps that who where here on site when the inspection was preformed. I don't feel like I owe Steele Roofing any more money - since they didn't fulfill their end of the contract; roofing and gutters. Business Response /* (4000, 13, 2021/10/04) */ We got the balance owed amount from the difference from the open balance vs the amount paid. I believe that is the same amount stated on the copy of her contract. Also pay note to the line on the contract stating the cost of the job is the $ amount listed OR the maximum amount allocated for replacement cost as a claim settlement. Then go down and read " We will be paid all applicable insurance proceeds and supplemental payments from your carrier for the work completed by us, along with your deductible and payment for any additional work required or requested to be performed. With that being said, replacing bad decking to obtain a "nailable surface" was and is critical to installing a roof. I would think the customer would want us to do an amazing job on the install vs leaving a damaged surface to work on. Also with that, that means we would have to charge more for needed more wood and labor to replace said items etc. She also did not disclose the same page as i did on the prev response which is the legalities form that goes with her contract stating that we do not issue a warranty until paid in full. We attempted to supplement the decking repairs to her carrier and once it was rejected it became her battle to seek payment as we need to be paid for our work. Had we not done the roof correctly then I would see a real reason to complain but what we did was in her favor to restore her roof correctly. As you well know the economy had taken a huge hit this year on price increases and for her to state that it is an outrageous amount of money for her decking work. At the time of the job the cost of 1 sheet of OSB was almost $80 each and the OSB does not install itself on the roof. We have to have labor (which is charged) and have to have nails. Had we not done any of this and she found out then the story would be flipped, the outrageous costs would then be looked at as petty amounts of money to do the job the right way, so we are not understanding why we are at fault here for doing the right thing. We also had a 3 way call with the customer on 10-1-2021 on the office line which was with the Owner/office manager, and myself heard the conversation as the other owner and even the project manager heard the 3 way call. She even called us after the call with her insurance to confirm and we are all in agreement at that point. To the text message screenshot in this email, it is possible that this was a convo had prior to either knowing we didn't have full payment or once I reviewed the file as another owner and saw that we didn't receive full payment to the point of enforcing the contract language to not issue a warranty until paid in full for ALL work completed. If she has mailed her payment to us, upon receipt of it she will be issued her warranty documents. Consumer Response /* (4200, 15, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Steele Roofing has not validated their response at all. If I have to pay $231.36 to get my warranty paperwork I will do that - mailed 10/5/21. The issue with Steele Roofing is lack of communication and lack of documentation. I would like to have my warranty paperwork mailed to me with a final invoice of "paid in full". Business Response /* (4000, 17, 2021/10/06) */ In response to the 10-1-2021 message, customer stated she mailed the check on 10-1 and is now saying check was mailed 10-5? Which is it and was it even mailed? Also in response to something i missed from the 10-1 message, the referral source that "more money in thier pocket" was because their insurance paid for stuff that we did not do, so with that we do not charge for services we dont do. This is also not relevant to this claim or file nor is it needed to defame my company by insinuating that we are playing games or doing favors. We have been communicating in this matter. We even clearly stated that ONCE WE RECEIVED FINAL PAYMENT, WE WILL THEN ISSUE THE WARANTY SHEET. THIS IS NOT. THE FIRST TIME WE ARE SAYING THIS. If the customer is pushing so hard for a sheet of paper, it leaves me with the question of why she wants it so bad? Is there a leak or problem on the home from the work we did? I also think she needs to locate her legality section of her paperwork and carefullt read it (front and back). We will also provide a copy on this email. This has gotten way out of hand over a condition that was not followed and was written within our very contract. The important thing here is we exucuted a job well done on her home in the best manner possible! That is what a review is for, not her lack of paperwork that she kept herself frok receiving by defaulting on contract terms. Consumer Response /* (4200, 19, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Steele Roofing has cashed the final payment check. Still no warranty paperwork received. I will not recommend Steele Roofing to anyone I know. The referral was given by me to several folks in my neighborhood and Steele Roofing completed 1 job from my referral. The tone and language coming from Steele Roofing is not someone I want my name associated with. The roofing job was completed - well - however my supplies were dropped in someone else's driveway. This job was not smooth sailing from the beginning. The liability paperwork wasn't included. Steele Roofing needs to take a closer look at the contract they give out. I hope I don't need warranty work done - but I will reach out if need be, and I hope their customer service has improved. Business Response /* (4000, 21, 2021/10/14) */ The warranty was mailed out on the 12th once we verified the check was accepted via the bank. Coming from Tyler and going the route that **** takes, we have no control over the time it takes. Payment was received Friday afternoon Oct 8th in a red envelope dated Oct 1 by the post office. The banks were closed Monday for Columbus day, therefore the check was not processed until Tues Oct 12. If it took 7days for us to receive then it is safe to say it will take 7 to reach her. Based on what? Did we do a poor job on the replacement or are you unhappy with the process that you created by not following instructions and terms of the contract. The referral was given to us by her mother whom is ecstatic by the way. With all do respect, we have treated you exactly how you have treated us, perhaps change the way you treat people for a better outcome next time. This was done by the supply company we buy from (not us) and they were given the correct address but sometimes mistakes happen. Material was also dropped a day before crew started so we didn't have any mishaps. As soon as you made us aware we had the material move within the hour, so if your going to give a review or your story then make sure all details are listed to be fair vs one sided. Re-roofing is not always smooth, it is a construction site and is a process. She has a copy of this and we give it on every job. We are well versed at our paperwork, perhaps she needs to take a closer look at the front and back to be made aware of its conditions. We are happy no warranty work needs to be done. Our customer service is on par where it needs to be per our reviews.

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