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Northern Colorado and Wyoming

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Tico's Roofing

Additional Locations

Fax: (970) 267-9005 3307 S College Ave Ste 200-11, Fort Collins, CO 80525 http://www.ticosroofinginc.com

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Description

Roofing company specializing in metal, tile, asphalt and membrane roofing projects.  Also specialized in gutters and snow removal.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Tico's Roofing include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Tico's Roofing
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: March 23, 2004 Business started: 08/08/2001 in CO Business started locally: 08/08/2001 Business under new ownership as of: 05/23/2013 Business incorporated: 05/23/2013 in CO
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jacob Herzanek, Owner/Operator Ms. Jessi Holfeld, Office Manager
Contact Information
Principal: Mr. Jacob Herzanek, Owner/Operator
Business Category

Roofers Contractor - Metal Roofing Contractor - Tile Roofing Roofing Consultants Snow Plowing Companies Snow Removal Service - Roof Metal Fabricators Gutter & Downspouts Suppliers Roofing Contractors (NAICS: 238160)

Service Area
This company serves Northern Colorado, as well as Wyoming and Nebraska
Alternate Business Names
Rusty Bucket LLC
Industry Tips
Hiring a Contractor Tips for Hiring Roofing Contractors

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    3307 S College Ave Ste 200-11

    Fort Collins, CO 80525

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1326

    Fort Collins, CO 80522 (970) 566-1884

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Complaint Detail(s)

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My experience with Tico's Roofing involves a series of miscommunications, poor customer service,and disregard for my property. My experience has been a series of disappointments. First, the owner arrived an hour late for the scheduled consult, without any communication to indicate such, which resulted in his sitting in my driveway for 1.5 hours while I completed a work conference call. I had an estimate for my roof, which I'd indicated I would like to keep as close as possible to the estimate as I would be paying any difference out of pocket, as this was an insurance claim. He assured me that there wasn't any room to make adjustments and that he'd reviewed my estimate several times. He'd discussed the estimate with me, citing he would be adding a trimline on the top of the roof, but never once indicated he was "adding" a trimline on the side, nor explained what this was, or that it cost "extra". I was shocked to see roof edging and trimline over the sides of the house when I arrived post installation. The owner said "he assumed that's what I wanted and that 'most' people do". He never once asked me, nor did he indicate this feature (that I didn't want), cost extra, and now claims, he can correct that feature, but that I now need to pay for that removal (which I didn't want in the first place). During the work, I arrived home to find my property not tarped or protected...workers' jackets/hoodies hanging on my tree, glass patio table covered in roofing materials, with little respect for property. I tried calling Tico's multiple times, each time mailbox was full, and I was unable to leave a message. I tried to text, with no response. I tried to call their office line...again, only voicemail. Owner stated he would send my insurance indication that the roof was complete, so that we could finalize payment. The communication has been poor and I am still awaiting the final insurance check, which is dependent upon Tico's communication with my insurance. Highly disappointed consumer.

Desired Settlement: My request is that Tico's remove the side trimline, without any charge to me, and that they refund the "extra" that was charged on the installation of this feature.

Business Response: Dear BBB, 

This is a response in regards to ID #******* that was received by our office on Monday 12/9/13. 

We would like to respond to each item listed in the complaint. 

We disagree that the customer received any miscommunication, poor customer service or disregard to 

personal property. Our opinion will be shown throughout the response. 

Unfortunately, we do not have any records of what time the roof consultation took place. It is possible 

that our estimator was in fact one hour early for the roofing consultation. 

This project was an insurance claim and the insurance provider was paying to replace a wood shake 

roof. We explained to the customer that there were several options for roofing material. We reviewed 

options for a new wood shake roof, a basic laminated asphalt shingle roof, and a presidential shake 

shingles roof. These are very common products for a home owner removing wood shakes. All these 

items would fit into the budget that ****** insurance was providing. We also reviewed a higher quality 

roof known as Shake XD by *****. We explained to the customer that this roofing system would not fit 

into the budget that ****** was providing. However, the customer very much liked the roofing system 

by ***** and asked us to proceed in providing an estimate for this product; she expressed that she 

would be happy to pay for the difference. We then provided an affordable cost for this roofing system. 

We also provided the customer with three addresses with the same product that we had installed in the 

past year, photos of the product, as well as a link to the ***** web page for her to view. 

The trim line on gable ends that the customer is referring to is a very minor portion of the roofing 

system. Considering the circumstances and the dis-satisfaction of the customer, we would like to go 

ahead and address this. This trim was shown on the previous houses that we sent addresses to view and 

the customer stated that they did in fact view these projects. This trim is shown on the front page of the 

***** web page and also on the photos we emailed. Most importantly, this trim is clearly stated in our 

contract for roofing. We did not hear anything regarding this trim until one week after the project was 

completed. We would like to be understood that it was our full intention to satisfy the customer and 

provide the ***** roofing system that was desired and presented. We go above and beyond in providing 

such items as previous houses to view, links to web pages, as well as photos to assist a customer in 

their roofing decision. We also clearly state the exact type of all material that will be installed on the 

customer’s home in our contract/estimate well before construction begins or material is delivered. This 

is to give the customer the opportunity to review and respond with any questions. In this scenario, we 

did not receive any questions or comments regarding the trim. 

In regards to the statement that customer’s property was neglected and not protected, here is what we 

have to say. Yes, the crew did hang one sweatshirt on a tree branch near the home. When we inspected 

the roofing system after completion we also inspected nearby tree branches and found no damage. 

Yes, the crew did use tarps to protect areas of the home; however it is not feasible to lay tarps around 

the entire perimeter and often times roofing material can land on patio furniture, landscaping, etc. We 

also inspected the patio furniture and found no damage. After meeting with our crew regarding this 

situation it is our opinion that we had done everything possible to protect the property of this home. 

We also received an email response from customer stating that they agreed there was no damage to 

property. Often times the appearance of a customer’s home under construction can be shocking. We 

would like to note that this construction was performed in 1 and 1/2 days, clean up was conducted two 

times throughout each day, and the entire roofing system, as well as property, was personally inspected 

by the owner of Tico’s Roofing and documented with photos. 

During the date of installation there was an approximate 45 minute period that original contact was 

not available by phone. Yes, this voice mail box may have been full and could not receive messages. 

This can happen during our busy season and often times we are un-aware that it is full. The customer 

was provided with a number for our office and this mail box was not full. However, the customer did 

speak with our project foreman who was on site and was able to direct all concerns to him. Customer 

stated that the work was too loud and requested the crew to leave for two hours. They did in fact leave 

and came back two hours later to continue working. By this time, original contact had spoken over the 

phone with the customer and addressed all concerns. 

When a project is complete our office will send out an invoice to the parties that are responsible for 

payment of said work. In this scenario, the customer was responsible for payment. Yes, they may have 

been funded by a third party such as insurance provider, but in this case they would have needed to 

pass the invoice forward to that party to receive their funding. If the insurance provider would be 

writing a check to Tico’s Roofing directly for the work performed then we would send them the invoice; 

however this was not the case here. The customer filed the original claim on the property and customer 

will receive the final check and all checks in their name. It is their responsibility to obtain payment or 

funding for this project once a contract has been agreed upon. We are still waiting on final payment 

from the customer.

In response to the desired settlement, we will not refund any portion of this work nor will we perform 

any additional work on this property. We have perfectly executed every item in our contract agreement 

and made every reasonable attempt to satisfy the customer. 

We would like to note that this project was scheduled far in advance with the customer and it is not 

a common practice to delay our crew for two hours due to the noise that may come from having a 

crew on a customer’s home. The costs that were incurred during this two hour delay were not billed to 

customer. 

We would also like to note that we went above and beyond in providing the customer with insight as 

to which color would look the best on their home. The ***** product only offers 2two colors, Antique 

Chestnut and Pinnacle Grey. When the roofing system was complete the customer was not happy with 

the appearance of the color chosen, Pinnacle Grey, and described that it was not the same as what they 

had viewed. We responded to the issue with our process of inspecting material, color approval, etc. 

and explained there were no issues found with the color of this product. We provided the customer 

with a contact for the material manufacturer ***** representative. The customer later sent an email to 

confirm there may have been snow on the roof and that it was in fact the same color chosen and there 

were no issues. 

It was clearly stated before construction began that payment would be due upon completion. Tico’s 

Roofing did not receive any payment towards this project for nearly three weeks after the project was 

completed. 

Attached with this response will be every email correspondent between the customer and Tico’s Roofing 

regarding this matter, as well as a copy of the original contract. We would strongly suggest reviewing 

these correspondents before any judgment or complaint be issued against our company. 

Thank you for taking the time to review our response and we hope to hear back from you soon. We 

can be reached at the contact information below for any further questions or to provide any additional 

information necessary. 

Best Regards, 

Tico’s Roofing
***** ******** ***********************

Consumer Response:

 Complaint: *******

I am rejecting this response because:

Of the inaccuracy and mistruths in this response.  Here is my response.

The contractor was “one hour late” for the initial consultation, not “one hour early” as their response states.
  
___

During the initial consultation, the trim options were discussed between the client and the contractor.

The client stated two things:

·         she wants the trim to look as it currently looks

·         she doesn’t want any optional costs added because she was already increasing her out-of-pocket expense by going with the more expensive roof.

 

Further, the owner of Tico’s went as far as to indicate he had a business colleague that  he could contract with that could paint the “trim” while they handled the roof side.  The owner clearly understood that the trim was to remain white.  The arrival home to see the roof trim over the white was shocking, as this was not ever discussed, nor was it ever indicated that this trim overlapping the white was an “extra cost” associated with the roof.

 

The referrals provided by the contractor show both types of trimming options, and the roofing material pamphlets also show multiple trim types.

The client was not concerned with the trim on the referral houses because she had already stated how the trim should look to the contractor.

 

The trimming option the customer requested was not included in the contract.

The client did not notice that the contract was not written per the verbal consultation.

 

It is agreed that the roof trim is installed per contract, but the trim option is not what the client wanted.

 

___

Upon completion of the roof, the client returned to the property and found the color of the roof much darker than the referrals and pamphlets.

This was the result of a recent snowfall that caused the roof to be wet.

After the snow melted, and the roof dried out, the color returned to a lighter shade.

The client acknowledges that the color of the roof is not an issue.

 

___

The client informed the contractor of the day she would be leaving the property to allow work to begin.  Tico’s never verified the starting “time”, assuming their schedule would coordinate with the client’s.  The client contacted Tico’s to indicate the starting time and clearly stated work could not begin until after leaving for the airport for work.  Tico’s had indicated they would move some things around or change the start date, but never verified for days.  The client was unable to reach Tico’s after multiple attempts, until the morning the work was to begin.  The client did receive a call the morning of installation after numerous attempts to reach the owner unsuccessfully, due to a full inbox (unable to leave voicemail), and no response to emails or text.  The owner’s response was “that is my private time”.   The client agreed to allow the crew to begin work provided there would be access to the garage/house.  The owner of TIco’s did not explain that the noise level would be such that this would be impossible.  Owner related that “he assumed client would know this”.  Very poor communication.

 

The client immediately called Tico’s, to no avail, and then the office number, no avail.  The client finally had the work crew leave the property, and she informed them to return after she had departed.   If the contractor was not able to schedule the exact time for the workers to begin the project, the project should have just been started the next day.

 

Additionally, the client was awoken at 7:30 am by a delivery driver asking where materials could be placed.  Client had no forewarning that she eeded to be home, or that a delivery driver would arrive at that hour.  Tico’s never communicated to expect a driver.  He later stated, “I assumed you knew they’d be stopping by, and usually they are there in the afternoon”.

 

___

During verbal consultation with the contractor, the client was informed that the contractor would be notifying the insurance provider of the completion of the roof.

The client was not informed that she would be responsible for final payment upon completion of work, regardless of whether the insurance provider was contacted or not.

The contractor stated that they attempted to contact the insure provider multiple times after the completion of work, but the records of the insurance provider do not reflect these attempts.

When the client contacted the insurance provider, she was promptly connected to the responsible adjuster and was able to efficiently process the completion of the claim.

 

Regards,

**** *****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.