Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Metal roofing installed at my home, ********************************************************* on 2/27/2023 Paid in advance: $2393.25.I have good reason to believe Culpitt Roofing is over charging me for work done, possibly by twice the amount. They will not send adequate breakdown of costs to my insurance company, ******************** so that I can get reimbursed for any increase in material costs or other necessary work that was not included in my insurance estimate. Insurance was to cover 129 Sq feet of metal roofing and I would be responsible for 196 Sq ft.over a rubber section of the garage that was not damaged by hail. The initial estimate by Culpitt was $3680 for what I thought was the whole project. When I went into the office to sign so materials could be ordered they said I would have to pay $9573 and "it was necessary for the work to be done properly". When they did submit inadequate information to my insurance company, they have 6.5 sheets metal listed. That would mean there was 650 Sq ft of roofing installed, but the entire job was 326 Sq ft. ******************* further confused the situation by saying that I wanted the entire garage covered with white metal roofing, including the steep slopes part (235 Sq ft). I said that would be ridiculous because all the rest of the visible roof would be in black shingles (by First American Roofing). Culpitt has been asked to send more detailed breakdown of work done by myself and by State Farm. They do not respond or have send inadequate information only. I initially wrote a check for the remainder of the bill but canceled it when I realized something was not right with how the whole estimate and billing process took place. It is my understanding after many hours of reviewing and writing down what happened since 9/2022 that *** Culpitt had tricked me and confused me from the start. And now they have sent an aggressive email to me and added a finance charge to my bill even though I'm not paid because I am waiting for them to give my insurance company

  Business response

  07/28/2023

  **************** signed a contract in the amount of $9,573.00 for roofing work on her screen porch and garage (this is illustrated in the attachment labeled signed contract). The contract price was amended to not deduct work that was not completed on the garage as she discussed with owner ******************* (this is illustrated on attachment labeled invoice). After work was completed **************** gave a check for the final invoice amount of $5,079.75. ******************* brought said check back to our office and during that time **************** sent an e-mail to our office to destroy her check because she did not agree with the price of the work that was done.

  Our office did communicate with **************** as well as her insurance company on several occasions. Our office sent a breakdown of our estimate, an invoice, and pictures to State Farm. I also encouraged **************** to contact me if she had questions or concerns (Please see attachment labeled e-mail correspondence). At no point was she directed that she could not ask questions to further clarify the work that was to be completed. If **************** feels the information was not adequately presented to her I am not sure why she signed a contract with the price of the work clearly stated. 

  From the beginning **************** has insisted that we are overcharging her no matter what job cost breakdown we supply her with. Her insurance company claims that we are overcharging her, but they are not a roofing company. State Farm is also not a customer of ********************** *** and any these issues **************** has with them should have been worked out prior to her signing a contract with a definite price. 

  **************** signed a contract with the payment terms to be 25% down and 75% upon completion. This job was completed on 2/20/2023. All materials and labor have been paid for. **************** has not paid the remaining 75% on her bill. The signed contract also states that customers can be charged a finance charge for any outstanding balance. Our office waited until 5/30/2023 to add this finance charge. This was after communication with both **************** and State Farm. **************** had 3 months to resolve these issues before we added a finance charge to her outstanding business. 

  No aggressive e-mail was sent to ****************. There was an e-mail explaining the finance charge and the lien consequences (also outlined in the signed contract) that could occur should **************** not pay her outstanding balance. 

  To claim that owner, *******************, "tricked" her after signing a contract and having communication about her job after it was completed is ludicrous and slanderous. Should **************** not have understood the work that was being completed nor the contract it is her personal responsibility to clarify these items before signing a contract with our company. Instead, **************** signed a contract, changed her mind about work that was to be completed, refused to pay after said work was completed, and has filed a complaint making false claims about Culpitt Roofing and owner ******************** 

   

  Customer response

  08/01/2023

  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.
  
  My complaints were not addressed in Culpitt's last response

   Their response does not address the question I have been asking of them from the time of the job: the breakdown of costs.  

  ******************* said that he had misunderstood the project and was charging me too much and would change the bill. 

  Whenever we discussed the project over the last year I was clear about the limits of the metal roofing space. 
  When I went to their office to sign the contract,  (which I was asked to do) and I did not have my paperwork with me, he said that the project had to be done that way to be done correctly. I felt confused with the figures and paperwork they had previously provided me which were confusing and half of the contract price. I tried to clarify, but looking back and spending many many hours trying to understand what happened from the beginning, it was always unclear. I assumed that a local company would want to be forthright and upfront with local customers. In addition I had a lot of figures and paperwork from my insurance company and the other roofing company (who are doing shingling on the great majority of my home). At the time of signing the contract I thought the numbers and insurance process would make sense later.
   The other roofing company is and always has been clear and concise. This is the second time I have replaced a roof and used that other company. The other company provided, all along, the required information for myself and my insurance company in a timely manner, which naturally changed with the actual needs of the project, not just the initial contract.
   I have asked by email for Culpitt to send me a better breakdown of the work that was actually completed (more than once). I did not receive it, nor a response. And the only reason I have a copy of what Culpitt sent to my insurance company is because I had to go to my insurance company to ask for it. My questions and my requirements of the figures and breakdown in a proper form were not answered. They did not answer my emails concerning breakdowns. *** did not want me to receive a copy of the breakdown (saying that he would just deal with the insurance company and I didnt need to be involved) and I had to ask him several times verbally to send it to me. And yet he never did. Without keeping me included in the loop with the insurance company, I was left feeling confused and uncertain how to proceed. The insurance company was waiting and so I had to wait too.
   I was waiting for Culpitt to work with my insurance company get the information to them in the proper way. The insurance company has been requesting the proper breakdown (more than once).
  Culpitt Roofing did not respond to facts of square footage of metal roofing completed. 
  It did not provide a breakdown of costs for me or the insurance company. 
  Instead, Culpitt focused on accusations of 'slander' and the ridiculousness of my complaint in their response. Rather than providing objective measurements and costs of the project, the response is more unhelpful verbiage.
  The project completed was half of the projected cost that I signed. Culpitt amended the bill subtracting $2100 from the $9573 bill. But that was not close to half of the bill and there is no explanation of what the $2100 is from. 
  
  Regards,
  
  *****************************

  Business response

  08/02/2023

  Follow up correspondence was sent to **************** yesterday for her records and to send to her insurance company. 

*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. ↩