ComplaintsforLindus Construction, Inc.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reroofing of my ************** began on July 13th, 2020 and much, but not all, work, was done by July 15th. The work by the subcontractor was VERY SLOPPY and resulted in considerable damage to the gutters, downspouts, nearby trees/shrubs/groundcover, as well as a birdfeeder & an electric outlet. The cleanup was VERY POOR. I spent the next five months dealing with Lindus Construction dealing with these issues, including emailing twelve photos showing some of the unresolved issues. While Lindus did correct some of damage issues and credited a small amount ($225 of the total cost of $20,537 for the damaged ********************* most of the gutters & some of the downspouts were left in worse condition than before the reroofing. Many ******************* were scratched, dented or bent. I later found one of the hangers on the ground. Many gutters drain worse than previously, with one drain not draining. One area now has water running over the edge onto deck steps instead of the gutter and one has begun to rot. I spent hours cleaning up, doing damage control on plants and even doing touch-up painting on some of the unpainted trim. The building inspector did not sign off on the project for nearly FIVE MONTHS. The last I heard from Lindus was December 20th, 2020 when the roofing department turned the matter over to the Leafguard gutter department. The gutter department never contacted me (though they did a gutter job next door about a year later & used my yard for some of their tools & supplies). There has been NO CONTACT from Lindus since Dec. 20th, 2020 after the building inspector signed off on the project and Lindus received payment from the finance company.

  

  Business response

  07/06/2023

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the concerns raised by our customer regarding their experience with our roofing services. We would like to provide additional context and clarify certain aspects of the situation.

  
  From the beginning, our team at Lindus Construction has made every effort to address the customer's concerns promptly and professionally. It is important to note that this particular customer has consistently sought a credit since the start of the project. While we understand that some issues may arise during construction, we have made significant efforts to rectify any legitimate concerns raised by the customer.

  
  We take pride in going above and beyond to ensure customer satisfaction. In this case, we provided a free replacement for the damaged gutter over the garage, which was difficult to notice due to the extensive vine growth. We also installed new downspouts to address any issues caused during the roofing process.

  
  Regarding the cleanup, we faced challenges due to the customer's neglected landscaping, which had not been properly maintained for years. These photos that we have enclosed clearly depict the condition of the landscaping, which made it a perilous work environment and posed a significant challenge for pristine clean-up. Despite these challenges, we made every effort to clean up the property as thoroughly as possible.

  
  Furthermore, the customer mentioned that their garage door no longer functioned. However, upon inspection, we found that weeds had grown up the side of the garage door, hindering its movement. After removing the weeds, the garage door worked without any issues.

  
  It is important to note that some of the concerns raised by the customer, such as scratches on the inside of the gutters, are likely pre-existing and not related to our work. We have addressed the issue of nails penetrating through the deck boards, explaining that it is a common practice in roofing to ensure proper nail placement.

  
  We value our customers and strive to exceed their expectations. We regret any dissatisfaction experienced by the customer.

  
  Thank you for considering our response to this complaint. We appreciate your attention to this matter and look forward to resolving it in a fair and equitable manner.
  Sincerely,
  Lindus Construction

  Customer response

  07/17/2023

  I am emailing my response to you as the BBB Response Link would not accept the final digit (9) when I tried entering the code. Though your letter was dated July 6, 2023 & postmarked July  7,2023, I did not receive it until July 11, 2023. As I was out of town from July 12th-15th, I was unable to respond until today, July 16, 2023. First, let me respond to a couple of issues which were NOT a part of my complaint with Lindus Construction. Regarding the intermittent garage door opener issue which started after the garage was reroofed, I was able to correct the problem myself by replacing several worn rollers. Regarding the issue of nails penetrating though the deck boards, I did inquire about the many nails in the garage roof. It was explained to me by Lindus Construction that the roof shingle manufacturer requires this as part of the installation & I did not pursue the matter any further . Regarding my complaint & the response from Lindus Construction, I would like to respond to several of their statements. What was supposed to be a two day project was not signed off completely by the building inspector for about FIVE MONTHS. And even after five months, there were still some unresolved damage issues that I am still dealing with three years later. I do not consider this to be addressing concerns promptly. I was primarily interested in having damaged items promptly & properly repaired/replaced but also felt that there should have been some credit for the time I spent doing or dealing with what I paid the contractor to do. This includes a decent cleanup, damage control to trees & shrubs and finishing the painting of the trim (note that I also supplied the paint). Regarding the free replacement of the damaged gutter over the garage door, it should be noted that I removed the vines prior to the gutter replacement. Lindus did repair some, but not all of the damaged downspouts and gutters, but none of the hangers. Regarding the cleanup & the "neglected landscaping,  which had not been properly maintained for years", Lindus did little to protect the landscaping, other then tarp one small area on the north side of the house. While I may not have time to do all of the yard work that I would like to do, I do far more than the average homeowner does. I have worked over 50 years with trees, shrubs, ground covers and landscaping. This includes work as a seasonal at the **************************, as a Tree Inspector & park maintenance with a city for ten years and over 34 years doing park maintenance for a park district. As for the "perilous work environment ", I have cleaned gutters at least 2-3 times/year as well as worked around the yard & house for over 27 years without any incident. I also did a lot of cleanup after the reroofing project and I would not consider my yard or landscaping to be a "perilous work environment". In my opinion, I felt that it was a very poor cleanup and far from a "pristine cleanup". In contrast, a similar house next door was reroofed by a different contractor two(?) years ago in basically one day without any significant issues. As for scratched, dented or bent gutters, downspouts or hangers, all the damage was done by the subcontractor that did the reroofing job and were NOT " likely pre-existing". I have drainage issues that didn't exist prior to the reroofing project. The last I had heard from Lindus Construction regarding the damage issues was December 14, 2020 when ******** emailed me that the damage  issues would be sent from the roofing department to the LeafGuard ****************** I have never heard anything from the LeafGuard ******************

  

  Business response

  07/17/2023

  Thank you for sharing your feedback regarding your experience with us. We appreciate your perspective and the opportunity to address your concerns.

  
  We would like to clarify a few points raised in your review. Firstly, we apologize if our previous response did not fully reflect the efforts we made to accommodate your requests and ensure your satisfaction. We genuinely strive to go above and beyond for our customers, even when faced with challenges.

  
  Regarding the tarping of the plants, we understand that it *** not have been as extensive as you had hoped. We want to assure you that we made every effort to protect the landscaping during our work. However, sometimes limitations arise due to the location and the nature of the vegetation. We understand that you have expressed dissatisfaction with certain aspects of our work. However, we made every effort to accommodate your requests and ensure your satisfaction. We worked diligently in what we perceived to be challenging work conditions caused by the overgrowth of plants and weeds.

  
  Regarding the scratches on the gutters, we want to clarify that they were not caused by our work. We strive to maintain a high standard of quality in our services, and we stand by our workmanship. While we understand your desire for perfection, we cannot take responsibility for issues that were not caused by our team. In addition, we replaced other areas of the gutters at no charge as a good faith gesture.
  It is important to note that some of the concerns you have raised, such as scratches on the inside of the gutters, are likely pre-existing and not related to our work. We take great care in our craftsmanship and strive to deliver exceptional results. However, we cannot be held responsible for issues that were not caused by our team.

  
  It is important to note that it has been almost three years since the completion of the project. While we understand that issues can arise over time, it is challenging for us to address new demands that *** be unrelated to our initial work.
  After careful consideration, we have reviewed the details of your case. While we understand your concerns, we believe that we have made reasonable efforts to address them in a fair and satisfactory manner. We have provided a gift card for the damaged bird feeder and some plants that *** have been affected during the roof removal and cleanup. We hope this demonstrates our commitment to customer satisfaction.
   

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a comtact for new gutters in sept. I called four times since Dec.. to find out if there is a problem with supplies or somethig else. I have never received a call back. Last time I called the first of Jan. I was told I' m on the schedule and someone would be calling to schedule. no call yet Not sure what to do, a two thousand dollar deposit is a lot of money for a senior and I need to know what to do.

  

  Business response

  01/23/2023

  Upon receiving this compliant, *******, the head of the LeafGuard department, spoke with the homeowner.  She opted to wait until the ice on her home has lessened.  She and *** agreed on an April installation date.  She has ***'s direct line in the event that she has future questions 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying since July to get Lindus Construction to complete our roofing project. They advised we needed to add ***** vents, which we agreed to. However, they have not installed the venting. We now have ice dams forming on our roof because they did have not installed the required venting. We have asked this to be completed many, many time and our requests have mostly ignored. While we have been told a couple times (out of many more requests) they have not completed the project.

  

  Business response

  12/01/2022

  We apologize for the delay in your project.  The manager in charge of your project confirmed that he left a voicemail yesterday stating that our team would be out Friday to complete your project.  Thank you for your patience. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My family had Lindus Construction complete roof work and gutters at my home. When the work was completed, I was not satisfied with many of the valleys because they were crooked, bumpy and sagging. Today they arrived and said they would fix only 2 of the many valleys that have problems. Today they said "that's the best we can do". I am not satisfied with the work and I am not sure I can resell the home in this condition. Today they also told me my home had "structural damage". My home had no damage until they completed work on my home. Furthermore, why would they begin work on my home if there was structural damage and why would they not notify the homeowner ********************* of the damage they are now concerned about today, but not before or during the work that they completed. My family does not feel that they completed the work to our satisfaction and we are concerned it is not up to code. The price paid for the work does not reflect the quality of the work completed on our home. I have also filed a complaint with the ************************ of *********.

  

  Business response

  05/17/2022

  On 5.16.22, our General Manager and our ****************** Manager met with the homeowner and performed an inspection of the work that Lindus Construction was contracted to do.  They confirmed that the two valleys that needed further attention after the re-decking process had been fixed correctly.  The homeowner again expressed concern about the valleys having dips in them.  The dips in the valley are caused by roofs framing.  The house was built in **** with hand framed 2x4 rafters.  It is not structural damage, as stated in the complaint.  The structure is good and sound, but over the years the 2x4's have sagged and/or bowed. This is what the homeowner is seeing in the valleys. It also is apparent with some of the roof facets on the home. What is also happening is the weight of the soffit,fascia board, gutters and anything on the overhang is causing the rafter to bow up at the outside wall plate. This is caused when the rafter is notched to go over the outside wall plate to create a soffit venting area. This notch is commonly called a birdsmouth. So, the combination of the bow up and the sag in the rafter above make the wave look. Unfortunately, the valley tin will follow the bumps in the roof giving it this appearance. The roof system Lindus Construction installed is done correctly.  It has a warranty from the manufacturer and comes with the Lindus Construction lifetime workmanship guarantee.  The contract and scope of work for this project did not include the straightening of the roof. 

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like it to be known that the assessors from Lindus Construction entered one of the crawl spaces in my home, but not the other inside the home. That being said I had a roof inspector at my home on Wednesday 5/18/22. This inspector entered both crawl spaces and their findings were as follows (verbally reported to *********************, Homeowner and *************************, home resident: 

  1. Zero 2 x 4's were sagging or bowing in the **** ***** roof home.

  2. There are broken boards present (at the area of my concern where the roof is now sagging, where it was not previously sagging)

   The inspector reports two theories regarding the boards

   1. Lindus Contruction removed the shingles, discovered the broken boards and did not notify the homeowner or consult with homeowner or project manager and elected to sheath over broken boards, rather than replacing the broken boards, leading to the sagging of the roof. 

   2. Lindus Construction did not sheath the home correctly, and broke the boards during the sheathing process, leading to the sagging roof.

  Lindus Construction needs to take responsibility for their action, in-action and negligence. In both scenarios as listed above, Lindus is responsible for the broken boards and sagging roof. If Lindus Construction found broken boards after the shingles were removed from the home and did not replace the boards, which is customary in my opinion if you are repairing a roof, and in the opinion of the inspector. They did not notify the homeowner or consult with the homeowner or project manager to advise on the broken boards and elected to sheath over. If the sheathing process broke the boards, they are also responsible because the sheathing process was done incorrectly.

  At this time, Lindus Construction will need to return to the home, remove the shingles, sheathing, fix the boards and replace the roof as they were contracted to do. Lindus Construction has before pictures and video of the home. We did not ask Lindus Construction to level the roof, because the roof was level prior to their work. As I have stated to Lindus Construction the only problems with the roof were 25 year shingles that were at the end of their life expectancy. Lindus Construction recommended the re-sheathing of the home, and therefore are responsible for this work. If Lindus is unable to complete this work as stated above and to the satisfaction of the homeowner, the homeowners are seeking a full refund plus damages to find another company that can repair the home.

  The homeowners have reported these concerns to ******************** who insures the home, and to the Attorney General of *********. The homeowners are also seeking second and third opinions on the work. 

   

  
  
  Regards,
  
  *************************

  

  Business response

  05/23/2022

  Our General Manager is requesting the opportunity to review the damage the other inspector is reporting.  He would like ******* and her father to be present for this meeting.  

  Customer response

  05/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  To Whom It May ************************************ has lived in the home for 35+ years, ************************* has lived in the home for 35+ years. The home has never had any issues, the roof specifically has been straight and level. The  roof did have shingles on it that were at the end of their lifespan and needed replacement, but the roof was never lumpy or bumpy, and all valleys were level. After Lindus Construction completed work on the home, the roof is now sagging and bowing, and broken boards were found sheathed over by a roof inspector that came to the home to assess. The valleys on the home are now sagging and bowing as well and are not straight or level.

  Lindus Construction has previously sent two representatives to the home to assess the concerns of the ***** family. One of these representatives stated and I quote "I don't know if I can fix this" and also stated "do you expect it to be perfect?"

  The price paid by the ***** family does not reflect the quality of the work on the home. For the price paid, the ***** family does expect the roof to be perfect, and they are not satisfied with the current condition of the roof on their home. If Lindus Construction is not able to fix the roof, the ***** family is seeking a full refund plus damages so that they may work with another company who is able to fix the roof to the family's satisfaction. 

  The ***** family is willing to meet with Lindus Construction representatives again, but it is not clear what this will resolve. The ***** has made their many concerns known, and these concerns have not been addressed. 
  

  Again, as stated previously Lindus Construction needs to take responsibility for the work on the home and their workmanship, and make it right for the homeowners. The home cannot be sold in it's current condition, because of the roof work that Lindus Construction completed on the home.
  
  
  *************************

  

  Business response

  06/01/2022

  Lindus Construction would like to review the photos, documentation, and damage that the inspector the family hired noted.  They would like to do this in person and are requesting that ***** and ******* both be present for the meeting.  Please call **** Lindus at ************** to schedule a time. 

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I feel that I was overcharged for the roof replacement they did on my home in September 2021 and have been unable to get a response from the company to discuss this. Email to sales rep **** ********* on 12/2/2021, phone msg left for billing rep *** ***** on 12/10/21 and letter requesting a call to discuss this sent to owner **** ****** on 1/8/2022 have all gone unanswered.

  

  Business response

  02/21/2022

  Our records indicate that a contract was signed on 7.28.21 for $12,499 and that the client’s insurance company gave her $9,949 to replace her roof.  We did significant upgrades such as a synthetic (Tiger Paw) underlayment on the whole roof rather than the 15 lbs. felt paper that her insurance company paid for. The new roof also carries a 50-year, non-prorated warranty on labor & materials which her insurance company is not going to match unless that's what she previously had because they consider it an upgrade.  We also credited her back for the drip edge that she did not want replaced on 9/17 for $460.20. 
  
  After reviewing project photos, we found that we did not complete the ridge venting or use the 8" smart plugs that would be needed to plug the existing box vents that were on the roof prior to tear off. She was charged $377.08 for the ridge venting and $150 total (or $30 per) for the (5) 8" smart plug's that she was sold. Instead, we replaced her 5 existing box vents that she also was not charged for. The box vents would have been $75/box vent for a total of $375.
  
  Here's how it breaks down:
  Ridge vent credit $(377.08)
  Smart plug credit $(150)
  Box vent charge $350
  Total credit of $152.08
  
  We are willing to issue a credit of $152.08 based on the actual work that was done in relation to what she was originally sold.  Client was provided written contract at point of sale that showed that price to complete the project would be more than what her insurance policy covered. 

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for you review and response.  After reviewing your VERY non-specific contract several times I can still find no detailed breakdown of what would be done and individual breakdown of cost. There is no disagreement that I did sign the contract and it's on me for not asking enough detailed questions at the time. 

  However, I do take issue with the fact that I was charged extra for the underlayment, which was NOT pointed out to me at the time I signed the contract.  I specifically told the sales rep that I DID NOT want to pay any more than my insurance deductible of $1000 AT LEAST three times and wanted only what my insurance company would pay for. Without knowing what questions to ask it's difficult to ask them and I trusted the honesty of the person I was working with to honor my demand.  I feel that if he presented something (including the underlayment) that was going to cost me more than I specifically said I was willing to pay, he should have made it clear that this option would cost me more. I would have chosen not to use this product if I knew it would increase the cost. 

  As an aside, I am quite disappointed that a company that prides itself on superior workmanship and customer service did not respond to my multiple requests to discuss this matter without a formal BBS complaint.

  In addition to what you have proposed as a refund, I would like the additional cost of the underlayment refunded to me. 
  
  Regards,
  
  ***** ******

  

  Business response

  02/23/2022

  Please see attached with signature from client that notates an agreement of project cost and breakdown of all materials used and their placement on the home.  

  Customer response

  02/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have copies of both documents you sent me and reviewed them prior to filing this complaint.  I again reviewed them and NOWHERE do I see an extra charge for the underlayment.  The only upcharge I can see is for the roof pitch.

  As I stated on my previous response, I feel that this should have been outlined for me prior to signing the contract - ESPECIALLY since I REPEATEDLY said that I wanted to spend no more than my insurance deductible!!

  I am still asking that the upcharge for this be reimbursed to me along with the other small adjustment you offered.
  
  Regards,
  
  ***** ******

*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. ↩