Complaints

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• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2023, we hired Expert Roofing to replace our roof. When we paid the $900 to secure the contract, we were told that they would complete our roof within 6 weeks. When the 6 week period had passed, we called them to get a status update. They claimed that suppliers in the area had a backlog and, as a result, they were unable to get the supplies to do our roof (we later learned this was either extreme negligence on their part or an outright lie when we were forced to turn to other contractors and the new contractors told us, not only did there not exist a supply chain issue, but any of the local suppliers could have the supplies delivered in less than 48 hours). When yet another month had passed, we began to worry about the fact that winter was on its way because the salesperson at Expert Roofing had told us our roof might not survive a heavy snow. So in mid-November we began calling them again to see if they could come look at our roof, assess its durability under winter conditions, and advise if our situation was secure enough for us to travel for the holidays. For the next several weeks, they would tell us they were coming out and then would never show up. Eventually they turned aggressive with us and started ignoring our phone calls. We know this because they would answer immediately as long it was not from one of our known numbers. In January of 2024, a major snow event occurred in our area and our roof sprung several leaks. We were forced into living conditions under which we were having to collect water leaking from the roof into buckets 24-7 and could not wait. We had no choice but to hire another contractor. We are now asking to have the $900 deposit returned to us because the company lied to us concerning the timing of project completion, lied about a non-existent supply chain issue, showed no intention of completing the job and rendered no services. We have contacted them in an effort to resolve amicably with no response.

  

  Business Response

  Date: 11/05/2024

  Good afternoon *******,

   

  we were happy to replace your roof. As stated previously the supplies were on back order and **** had came out to do his best to repair and get you through. As our contract states we cannot be responsible for back orders of product through ****************** or any other manufactures and as well states if you cancel when we ordered the products which was well over the $****** threshold a 28% cancellation fee would apply. I let it go at the ******. I apologize we could not get your materials in the time frame you wanted due to back ordered product. 
  

  Thank you,
  **** Walker

  President

   

   

   

  Customer Answer

  Date: 11/05/2024

   I am rejecting this response because:

  A) I can provide the text where we were released from our contract, not that it should matter as the company did not keep their end of the contract, rendering it null. 
  
  B) No one ever came out to even look at our roof beyond the initial consultation and quote despite our repeated requests and promises someone would come out. It isnt possible we just missed it - we both work from home and checked our exterior camera recordings anytime we left for - even an minute - because we were so concerned and consumed with the potential issues. Rightfully so, turns out. 

  C) We were told by multiple companies that there was no supply issue. Negligence was either in that your company didn't try to source from any other supplier, or in not disclosing that it was isolated to the one supplier that you work with. It was presented as a shortage with no options, and we were understanding until the repeated evaluation no-shows caused additional red flags we couldn't ignore.  
  
  We waited for months giving you all the benefit of the doubt before we started pushing and getting concerned. There were at least 3 set times that someone was supposed to come evaluate, didnt show, and then I was treated like I was unreasonable and harassing your company for following up and trying again. No, it is not acceptable for your company to keep our money after not providing any services, repeatedly failing to come out to scheduled calls, releasing us from our contract, and subjecting us to the unprofessional behavior that our rational requests were met with.  

   

   

  
  

  

  Business Response

  Date: 11/20/2024

  *******, 
    
  I apologize that you feel this way. The materials were on back order as we only us a product called modified bitumen with (SBS) styrene-butadine-styrene which gives a long lasting rubber roof that is as well granuled on top to prevent UV penetration. It looks like you have upload your contract for all to review as well. If you take a look at the front of the contract you will see contingencies listed to the right lower. corner that specifically states the following may be a result in change if there is a lack of readily available supplies. You as well have a 3-day right to recission in the State of *******. It appears you have manipulated this recission to do harm to a company with a signed date to cancel on September 6th, 2023.The date listed on your signed contract is September 2nd 2023. There is a 28% cancellation fee if canceled outside of the 3-day cancellation period allowed by Indiana law and as well in place to protect customers as well as companies. **** did come out to your roof and I spoke with you multiple times in regards to we were still waiting on the product from the manufacturer. Unfortunatey, you signed the contract on September 2nd and winter was coming either way. I have as well uploaded a photo of the date and time I ran your credit card which I never ran until confirmation was received on our monthly statement of materials ordered and dated September 21st, 2023. I would have never ran your credit card on September 21st, 2023 if you cancelled on September 6th, 2023. We spoke multiple times and I specifically told you it looks like it would be spring due to not having the materials.Again, Iapologize you feel this way and as well feel this review is malicious to a company like ours with our reputation in the area for over 13 years and is intended to do harm when you file it over a year later and would appreciate you taking it down. 
    
  Thank You, 
  
  Eric 
  

  
  

  

  Business Response

  Date: 11/20/2024

  *******, 
    
  I apologize that you feel this way. The materials were on back order as we only use a product called modified bitumen with (SBS) styrene-butadine-styrene which gives a long lasting rubber roof that is as well granuled on top to prevent UV penetration. It looks like you have uploaded  your contract for review as well. If you take a look at the front of the contract you will see contingencies listed to the right lower. corner that specifically states the following may be a result in change if there is a lack of readily available supplies. You as well have a 3-day right to recission in the State of *******. It appears you have manipulated this recission to do harm to a company with a signed date to cancel on September 6th, 2023.The date listed on your signed contract is September 2nd, 2023. There is a 28% cancellation fee if canceled outside of the 3-day cancellation period allowed by Indiana law and as well in place to protect customers as well as companies. **** did come out to your roof and I spoke with you multiple times in regards to we were still waiting on the product from the manufacturer. Unfortunatey, you signed the contract on September 2nd, 2023 and winter was coming either way. I have as well uploaded a photo of the date and time that I ran your credit card in which I never ran until confirmation was received on our monthly statement of materials ordered and dated September 21st, 2023. I would have never ran your credit card on September 21st, 2023 if you cancelled on September 6th, 2023. We spoke multiple times as well and I specifically told you it looks like it would be spring due to not having the materials. Again, I apologize you feel this way and as well feel this review is malicious to a company like ours with our reputation in the area for over 13 years and is intended to do harm when you file it over a year later and would appreciate you taking it down. 
    
  Thank You, 
  
  Eric 
  

  
  

  Customer Answer

  Date: 11/24/2024

  We understand the contract. We were also understanding of the delays, despite your employee **** telling us that the 6 week estimate included a buffer for delays and that you would probably come sooner. We only asked that someone assess our roof and discuss how to help it survive winter. However, despite your employee ***** giving us specific times you would be there and us waiting at home, no one ever came. You claim **** did, but I find that suspect given that he just happened to do it when no one was home and no one ever contacted us about it. Furthermore, when we called to follow up, ***** was abusive and disrespectful, at one point telling us he didnt care if our roof collapsed in the meantime, which it did in January 2024. It is this disdain with which you treated us and the contractual obligation you had toward us that prompted this claim.
  
  Also, the backorder narrative is still misleading. Again, we know other suppliers had the materials in stock. In fact, we have written evidence that you were willing to let us out of our contract in December 2023, but we chose to stay with you because you had made it sound like it was a wider supply chain issue. We even said this to you on the phone, and you agreed rather than tell us the truth. If you had told us that other suppliers might have the materials, we might have avoided the roof collapse.
  
  As for why we make this claim now, recall we emailed you when the roof collapsed to settle this amicably, to which you never replied. Furthermore, despite a new contractor, we still spent time catching water in buckets all hours of the day and night. This left us exhausted and we needed some distance from the situation. Upon further reflection, we decided it was important that your potential customers have the opportunity to read about our experience, specifically how you act entitled to your paying customers business irrespective of your negligence with regard to the backorder and the abusive behavior of your employees.
  
  

  

  Business Response

  Date: 11/26/2024

  Furthermore, I apologize that you are upset. We can not control a material backorder therefore we did our best and as well I can not assume our competitors use the quality of product that we do. We have no complaints due to that acknowledgement of quality before volume. Thank you again for allowing us the opportunity to take care of your needs. Again, I apologize upon the lack of material. 
    
  Eric