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Complaint Details
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Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
One June 1, 2023 we contracted Snow Country Roofing to replace the entire roof at ****************************************************************************************. I then received a phone call that materials June 26th stating materials would be dropped off the next day so work could begin and be done by June 29th. No materials were dropped off June 27th, so I called the office on the 28th to tell them and they stated they would look into it and get back to me; no one ever got back to me. I then called on the 29th when I got home stating and informed them that there had been no materials dropped off but their dumpster had been via voicemail and need to speak with someone as I was set to leave town Friday. The work crew then showed us bright and early Friday, June 30th without any materials to work with a and me leaving town in just a few hours. So I sent the work crew away and was rescheduled to July 6th 2023. On July 6th the crew came out and replaced my roof with an additional charge of 20 pieces of plywood. I was told I would need a few pieces replaced and would receive pictures of the affected areas. I never received the pictures after requesting a second time. I did however receive an invoice for 20 sheets of plywood. This was not alarming however I would like to see the documentation (pictures) for the additional charge. Upon completion I was told everything was done, from the ground the roof looked good so I remanded payment in full with good faith that everything would be cleaned and picked up the next day. I then received a phone call (voicemail) Friday July 7th stating that my roof was in fact not complete and one section was left out and someone would be by to replace it the next fair weather day. Wednesday July 12th was the next fair weather day and I was told by the **** this would be the next day they would be available. Wednesday July 12th came and went without any communication so I called and spoke with ************************* who informed me she would be speaking with the owner and would get back to me. No one got back to me. I then called Thursday July 13th, spoke with ******* again and she stated there had been no notes on my file and would have to speak with he owner about my situation and someone would get back to me. No one got back to me. The tarp that was covering the unfinished portion of the roof was removed, and not replaced, leaving it exposed through historic rainfall creating a leak and interior damage. I then called again Monday July 17th to see if any progress had been made in my account and was told that she would look into it and to give a call back in an hour or so. I called back 90 minutes later and was told I was on the schedule for Thursday July 20th. No one showed, no one communicated, and my voicemail went unreturned. I called again Friday July 21st where I am now told maybe Monday or Tuesday of the following week.
Business response
07/24/2023
We have called the client via production and sales. We are getting to her this week when the rain lets up and we can be sure there is no rain. Also the portion of her roof that she wants done, she has not yet contracted for or paid for. It was not in her original estimate.Customer response
07/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:Upon further review of the Hover report provided May 26 ********************************************************************************* the initial quote. The highlighted dimensions below assume the pitched portion of the roof spans the entire length of the left hand side of the house. The pitched portion of the roof is 11 X 13 for a total of 143 sq ft. The images below show the pitched portion does not span the full length of the left hand side of the house.
The section of roof that **** told me was not complete because it was not included the day after I initially thought my roof was fully complete and full payment had been remanded is the upper portion as seen below, far less pitched, and measures 11 X 8 for a total of 88 sq ft.The sum square footage between the two sections is 231 sq ft which is 21 square feet less than included Snow Countrys Hover report total square footage calculation.
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After scheduling for 4 weeks in a row and not showing up, not calling, and not answering the phone for over an hour after appt time; on 12/14/21 they removed the metal roofing from my house and replaced it with a layer of plywood and shingles. Per the contract I owed $16,750. 1/3 deposit, 1/3 due when work began, and 1/3 upon completion. They sent an invoice for the second 1/3 after dropping off materials. When I questioned it they insisted; when I referenced the contract, they backpedaled saying I must have signed an old contract. Provision 19 of the contract says if additional layers of roofing are found, it shall be documented with photos and brought to the owner’s attention. An extra charge of $0.40 per sqft for removal/disposal will apply. Without providing any photos or asking me to come outside and look, they charged me $0.75 per sqft for 1,500sqft of asphalt shingles. When I questioned this, they dropped it to 1,100sqft at $0.40 per sqft; no photos. When the subcontractors came to fix a corner, they said the shingles were only on 1 addition, not the entire roof. It took weeks for them to provide 1 pic of shingles on that addition, still charging for entire roof. I finally got them to drop it to 600sqft on 1/6/22 as they were threatening a lien. There is no way my dining Rm is 600sqft. The estimate also included $400 to remove and replace chimney flashing, and this was not done. Any time I referenced the contract, the contractor would go silent and have the office workers send invoices while ignoring my questions. Provision 30 of the contract explains why all of their reviews are so good, as it prohibits you from sharing information about complaints or disputes with any other neighbors, customers, companies or organizations. I would like my bill adjusted and the gag order removed, as banning honest reviews gives others looking for good roofers a false perception of the company and how they do business.
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