ComplaintsforThe Neill Company, LLC.

• Initial Complaint

  06/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT TAKE YOUR CHANCE with this company. This is the worst company I’ve ever hired. Unwilling to listen and satisfy customer’s complaint. All they care about is money…money from insurance because they know the insurance will pay for it. This shows why this company HAS VERY FEW REVIEWS. DO NOT BELIEVE the 4 or 5 stars rating because that’s how I was fooled. The Neill Co company is NOT BBB accredited when they claim they are a member of BBB on their website. They are NOT ACCREDITED; therefore, they are not a member. They are only registered just like anyone can register to have an account. There is a BIG DIFFERENCE. My advice to all consumers is to ONLY go with companies that are BBB accredited. Most companies claim they’re a member of BBB to make them look good and that is misleading and false advertisement. This company is unwilling to fix the problem due to the lousy and terrible workmanship and craftsmanship. Also, 3 sheets were supposed to be installed and only installed 2.

  Business response

  07/13/2021

  July 9, 2021
  
  RE: Mr. & Mrs. *********; **** ******* *****
  
  To Whom it May Concern:
  
  This letter is in response to the *********’s Statement of the Problem to the BBB. Their desired outcomes were: Fix the problem and modification/discontinuance of an advertised claim. The ***** Company works diligently to offer quality workmanship to all of our customers. We take every customer’s concerns seriously and endeavor to take corrective action immediately, if necessary.
  
  Fix the Problem
  The *********’s roof was installed on April 16, 2021
  The homeowners notified *** ******** (sales manager with The ***** Company) on Saturday, April 17th that they had issues with the roof and wanted a “full roof replacement”. *** advised the homeowners that he could meet with them on Monday, April 19th.
  Monday morning April 19th roof was inspected by the superintendent and crew chief from The ***** Company. No installation issues were found, and this information was relayed to *** ********.
  Tom met with the homeowners April 19th, in the afternoon, to discuss their issues with the roof.
  Homeowners stated our crew was “not professional” and that our “workmanship was awful”
  Tom advised homeowners that the roof was examined earlier in the day and no issues were found
  Homeowners reiterated that they were expecting a “full roof replacement”
  Tom suggested homeowners hire an outside inspector to verify our findings if they still had a different opinion on the quality of the roof
  Homeowners stated to *** they no longer wished to communicate with him and only wanted to deal with the owner
  On April 22nd an outside inspector, hired by the ********* family, examined the roof and found no issues and considered our work satisfactory per his report. Please see attached final report.
  After numerous attempts to contact the homeowner, a meeting was scheduled between **** *****, owner of The ***** Company, and the homeowners.
  Meeting took place May 3rd
  **** ***** spent 1-2 hours with the homeowners walking the roof and discussing their issues. Detailed explanation was provided on how roof was installed and the multiple inspections that were done by the city.
  **** ***** walked homeowner over to two of the neighbor’s homes to show that the roof was installed the same way
  The ***** Company offered to take corrective action on any specific issues the homeowners had
  Homeowners did not identify any specific issues with the roof. They did offer their general comments of poor workmanship.
  
  Homeowner stated that Walmart will refund your money for any reason and that we should be more like Walmart to satisfy our customers.
  
  The ***** Company did exactly what they were contracted to do and followed all manufacturer’s installation specifications. Final report from the Independent State Certified Inspector, hired by the homeowners, found no defects or problems with the roof (please see attached final report).
  
  Modification/Discontinuance of an Advertised Claim
  Homeowner had concern that we are not BBB members
  We canceled our BBB membership and thought we had removed all BBB logos/references. We missed one on our website. It has subsequently been removed.
  We do have an A+ rating with the BBB
  Homeowners were upset that we did not replace three sheets of plywood.
  Per the contract, we stated we would replace up to three sheets of plywood at no charge however, only two sheets of plywood had wood rot and needed to be replaced.
  
  The ***** Company stands by our original response in that we have performed our obligations on this contract, with the ********* family, with the highest quality products and professional installation.
  
  Respectfully,
  
  
  **** *****

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