SAN ANTONIO—A San Antonio roofing company has left some customers frustrated and wanting answers. But it’s not about what Durizon Roofing & Construction did do, it’s about what they allegedly didn’t do.According to complaints filed with BBB, consumers hired the company to fix damages to their roofs. But after paying an upfront fee, Durizon Roofing & Construction allegedly never came back to start the job. Customers told BBB they repeatedly called the business to get answers, but either never received a call back or were told that the company was busy with other homes.The company has responded to complaints by saying the work was completed or by giving an expected start date. BBB contacted these consumers to verify what the business claimed.One customer stated Durizon Roofing & Construction repaired the roof of their home six months later after signing the contract in December 2015. However, the business did not work on the roof of their porch even though the contract stated it would be. Two others told BBB the business began the work and never finished. An additional consumer said the business repeatedly promised to complete their roof but never did.But this isn’t the first time the company has shown a pattern of non-completion of work.BBB’s investigation revealed the owners of Durizon Roofing & Construction, Richard Stevens and Mark Rodriguez, were co-owners of another business in Allen, Texas, called Castle Rock Construction. Complaints filed with that business revealed they failed to comply with an arbitration decisions or mediated settlement. Additionally, complainants alleged they had no work done on their roofs after paying upfront.Anita Soliz contracted with Durizon Roofing & Construction in late October 2015. She said a roof inspector with the company came to her door after a hail storm hit San Antonio.“He told me he could take a look at my roof for a free inspection and I thought ‘why not’,” Soliz said.The company’s inspector came back and told Soliz he had found some damage. Soliz then decided to call her insurance to have an adjuster take a look with the inspector. Her adjuster then gave her a check to pay for the roof, but gave her some words of caution.“He told to me be sure to not pay all of it at once to my roofer,” Soliz said.Since Soliz felt comfortable with the inspector, she decided to go ahead and contract with Durizon Roofing & Construction. But first, she was asked to pay a fee in order to reserve her spot since the company had other clients in front of her.“He pretty much told me they were getting really busy and would need $800 to hold my place, but that I would be a priority,” Soliz said.Soliz wrote a personal $800 check out to the company, but said she never heard from them after that. Soliz said the business continuously evaded her calls, causing her to hire a lawyer in March to demand work to be done. Nothing ever came of it and she never used the check given to her by the insurance company. However, Soliz said she wasn’t refunded the $800.“I ended up just hiring another roofer in April. It’s frustrating because Durizon Roofing only sent me regular mail twice, which was to tell me they were moving and a Christmas type card,” Soliz said.BBB confirmed the business moved to a new location at 9200 Broadway St., Ste. 120 in San Antonio.The business did respond to Soliz’s complaint by providing a phone number to call in order to receive her refund. Soliz said she called the number twice in June, but no one answered.BBB also uncovered through a Bexar County public records search that the business owed money to two different companies, Austin Roofer’s Supply LLC and Roofing Supply Group, LLC.Documents show Austin Roofer’s Supply LLC placed a lien on Durizon in September 2015 after the company failed to pay $3,000.Separate documents revealed Roofing Supply Group, LLC sued Durizon Roofing & Construction for an unpaid debt of $33,673.29 after Durizon ordered materials and had not paid in over 30 days. Roofing Supply Group won the suit in March 2016. Documents reveal their lawyers filed a writ of execution, which allows a sheriff to seize Durizon Roofing & Construction’s assets and sell them in order to settle the debt.BBB contacted the lawyer representing Roofing Supply Group, LLC to see if the writ of execution was completed, however he was unable to comment on the case.Another complainant, Peggy Mott, told BBB she paid Durizon Roofing & Construction $4,620 as an upfront fee from her insurance to repair issues with her roof. Similar to Soliz, Mott says an inspector came to her home and checked her roof for damages for free. After paying the business, they never came back to repair the roof.“They told me they would start around the second week of November. That date came and went,” Mott said.Mott said she has called the business repeatedly at least once a month.Durizon Roofing & Construction responded to Mott’s complaint by stating the work would be completed on July 17. According To Mott, the business has yet to finish the job as of July 18, 2016.BBB sent three letters during the months of May and June to Durizon Roofing & Construction addressed to Mr. Richard Stevens, asking the company to address the complaint concerns.On July 19, the company’s co-owner Mark Rodriguez responded to BBB’s letter with the following:“The administrative assistant that we employed to handle these complaints did not inform us that we had so many outstanding issues with our customers. She had sole access to the email on file with the BBB and failed to communicate with her supervisors. When we discovered the volume of complaints that had been neglected, she was immediately dismissed. We are currently organizing our efforts to address each complaint and would appreciate your help in resolving this matter. The top priority is taking care of our customers, and addressing these complaints in a satisfactory manner.”BBB has some tips that can make finding a reputable roofing contractor easier:Do your homework. Check with BBB before choosing a roofing contractor. Get referrals, compare several price quotes, and always confirm the contact information of the contractor you choose. Beware of red flags, including high pressure sales tactics, full upfront payment or low estimates that may potentially balloon over time or foreshadow shoddy work to come. If possible, ask for references and check them. Try to talk to previous customers, and look at a similar job that has been completed recently and for one that was several years ago.Work closely with your insurance company on repairs. Make sure you understand how your homeowner's insurance company will reimburse your repair costs. Before spending money, call your insurance company first to make sure all necessary procedures are followed according to your policy. If you do not follow your insurance company's guidelines, you may be stuck with the entire bill.Ask about warranties. Warranties and workmanship are only as good as the company that stands behind them. Trustworthy businesses will offer information about how they plan to handle any repairs covered under their warranty, particularly if they are coming in from another area.Get everything in writing. Make sure all work is explained in the contract, including cleanup, waste disposal and start and completion dates. Any verbal agreements that were made should be included in the contract. Pay close attention to the payment terms, estimated price of materials, labor and any guarantees. You should also get a copy of the contractor's insurance. Any changes to your contract should be done in the form of a change order. Be sure the contract includes a physical address and phone number of the contractor. If you can, visit the address.Beware of rogue contractors. In the wake of a storm, dishonest roofing repair businesses will solicit work, often going door-to-door in unmarked trucks. They may require advance payment or make big promises they won't deliver on. A common sales tactic is to tell the homeowner that their roof is severely damaged from the storm, but that their insurance company will likely cover the cost. The homeowner is then required to sign a contract and make an advance payment. In many of these cases, BBB hears that the job is never completed and the insurance company does not cover the cost.