Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2022

  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.

  On 1/4/22 we entered into contract with LG Builders (see attached) for services including flat roof installation. The job was completed with no apparent problems. However, in mid June, I noted waving in the roof. I contacted the company and ***, the owner, dropped by on 6/29/22 to inspect the roofing, which was also lifting. He said the heat caused the waves and wanted to wait until September to handle the problem. I requested something in writing (see attached). No attempt to contact us was made so I called on 9/26 and left a detailed message with *****. On 9/28 ***** called to set an appointment for Friday afternoon, 9/30. I declined citing concerns over tired worker who already worked all day. On 10/3****** called and we agreed on 10/4 at 2. No one showed/called. I called ***** at 3:15, who said she'd call ******* and call back. No call came, so I called again at 4:05.****** said ***** was gone and *** was not available ****************** I requested *** call. Instead ******* dropped by at 9:30 on 10/6, inspected the roof, took pictures and left after saying he'd talk to the office. On 10/12****** called and set an appointment for Saturday 10/15 at 12. No one showed/called. We had rain 10/14 into 10/15, which caused leaking under the eave where the roof was installed. I have not reached out to LG again. I don't expect them to behave in a professional manner at this point in time. I feel they did not uphold their end of the contract, the flat roof was not installed properly and they have no desire to make this right. I would like a refund of the $3,000.00 they charged so we can find a company familiar with flat roofs. Thank you for your assistance.
  

  Business Response

  Date: 01/18/2023

  Consumer Response /* (-5, 5, 2022/10/21) */
  ***Document Attached***
  I am attaching previously unsubmitted photos and video. ***** called at 5:21 pm Friday 10/21/22, apologized profusely and asked to make this right. Their workers are supposed to be here Monday at 9:00 am. I will keep you updated. I appreciate your help. If this fails, I will arbitrate for a full refund and damages. Thank you.
  
  
  Business Response /* (1000, 6, 2022/10/24) */
  Good afternoon. On Friday the office spoke to the customer. We promised to be out by 9:00 A.M. on Monday, October 24th to fix any leak. The crew was at the customers house, fixed the small issue and the customer is very happy. We apologize for any miscommunication. We back our work and continue to strive for excellent customer service.
  
  Consumer Response /* (3000, 13, 2023/01/05) */
  This issue was never resolved. This is the third time I have contacted the *** regarding the flat roof job LG Builders was contracted to perform. I never told their employees I was happy with their work on October 24, 2022. And within 2 weeks there was another rain and the leak that initially started our quest for repair reappeared. This was on November 7, 2022. Their fix was to put a sheet of plastic over the roof while telling me there was no leak as water dripped into the bucket into our den. *** claimed his workmen would be here on November 9 but no one showed and *** never returned my message left on his cell phone registered to ***************. I called since called 2 roofing companies and obtained 2 estimates. Both companies examined the job done by LG Builders on October 24 and showed me where the flat roof is lifting again, and told me the point where it meets with the pre-existing roof was not properly sealed. The flat roof was not properly installed twice. I will not have them try again. I want a refund of $3,000.00 for failure to properly install the flat roof. I have very detailed notes with names, dates and times, as well as photos, video and 2 estimates from roofing companies to fix this fiasco. Thank you.
  
  
  Business Response /* (4000, 15, 2023/01/11) */
  We have attempted to resolve this matter and we are still willing to. Both the owner and I, the Office Manager, have tried to contact the customer several times. After the first attempt, the customer hung up on the owner and she refuses to answer any calls. We would like to settle this matter, but the customer has made it nearly impossible to discuss any agreement. We would like for her to contact us to make this possible, since she will not accept our attempts to contact her.