ComplaintsforGreat Lakes Roofing Corporation

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Great Lakes roofing sent their expert to examine the roof leak. A proposal was received explaining the work to be done at a cost of $3500-$4300. Work will commence upon a signature to start the work. Great lakes roofing dispatched their truck with a two-man crew once we signed the contract. The workers notified us of their arrival. They said they would contact us upon completion of the contract work. 35 minutes later the workers advised us that the repair could not be done and that a newer section of roof was needed. They advised us that they filled in some nail holes to carry until a new proposal was completed. Patching the nail holes was unsolicited Great Lakes roofing then sent an invoice for $1300 for putting tar and some nail holes. Even if we had agreed to this work, $1300 for 1/2 hours of work is expensive. The construction lien followed as we disagreed with the invoice.

  

  Business response

  10/04/2021

  RE: Billing or Collection Issue
  ***** Properties, et. al, has brought a complaint to the BBB in relation to an outstanding invoice at Great Lakes Roofing Corporation from March 2021.
  When our 2 repair technicians arrived on the roof to perform a repair on March 4, 2021, they found the roof was “too far gone”. The two experienced repair technicians have been working in roofing for a combined 40 years, and we trust them as experts in their field. Our repair experts knew that if they opened the roof for a minor repair, the required work would be more extensive than the either the scope of work, agreed upon price, or materials on hand would accommodate on that March morning. Per company guidelines, the team pivoted to provide quality and customer service.  They went to speak with Mr. ***** about the developing situation on the roof. Our staff proceeded with the temporary repairs only after discussing the matter with Mr. *****. Instead of leaving the customer with a roof that still had obvious holes and leaks in it, our repair team mitigated the damages and sealed the openings as best as they could at that time. These tasks took 2.75 hours for each employee, totaling a bill of 5.5 hours for labor. Mr. ***** has requested to see signed paperwork as proof that he agreed to the temporary repairs, when he knows full-well that he gave verbal approval for the disputed work.
  After emails and letters sent back-and-forth, with no progress, the outstanding invoice was now 90 days past due. In early June 2021, we received a letter from the customer requesting that we adjust the invoice to what is more realistic. In a phone conversation on June 24th, our field manager offered to settle this invoice for $850.00. The customer declined to settle and advised us to deal with their attorney. Having had no response since June, we filed both an intent and proper paperwork for a lien to further attempt resolution of this matter, either with the customer or their attorney. At this point, in October, we still have not received any communication from the customer or their attorney negotiating terms of a settlement.
  Great Lakes Roofing Corporation has provided expert opinions, expert repairs, and many patient attempts to bring this matter to a close as directed by the client’s demands. It is our goal to always offer the highest quality work and customer service, and we’re sorry we have not met your expectations.  It is our intent and desire to settle this matter fairly and we inquire of ***** Properties, what monetary amount seems fair to you for the services rendered? 

  Customer response

  10/07/2021

  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.
  

  It appears that we have a difference of opinion of the facts. I am, However, willing to come to compromise to this dispute. I am willing to pay $750.00 with the understanding that Great Lakes Roofing removes the construction lien waiver within 15 days of receiving the $750.00 and a copy of the vacated waiver sent to myself and the BBB.
  
  Regards,
  
  ******* *****

  

  Business response

  10/26/2021

  I’m attaching for you and Mr. ***** a digital copy of the adjusted invoice reflecting the new agreed upon price of $750.00. A paper copy has also been mailed to Mr. *****’s address on file.

  When payment is received we’ll be sure to send you and Mr. ***** a copy of the conditional release of the lien.

   

  Thanks,

  ****

*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. ↩