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:08/18/2023

  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.

  Eagle Roofing and Restoration is installing a new roof on my house. I noticed that they didn't install ANY attic ventilation which is required by building code. I've been going around in circle with them for weeks but they have not given me any viable solutions that satisfies building code which all I am asking for.

  

  Business Response

  Date: 08/21/2023

  We did install attic ventilation that matched the existing attic ventilation, which was vented through the ridge cap. The only thing that we needed to complete was to remove the underlayment covering the opening at the ridge. The roof is built to all applicable ******* Building Codes. As per our conversation on 8/18/23 we notified you that we had spoken with the Chief Inspector for Lee County to confirm. The type of venting that was installed you did not like, so we have been going back and forth to try and come to an amicable agreement on venting solution. Based on your email you sent Friday 8/18/23 at 1:27pm we have reached an expectable solution. The required new materials will be available today 8/21/23 and we will be out to your property by 8/25/23 to install.   

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20490296
  
  I am rejecting this response because:

  Firstly, the ridge cap that has been and is still currently installed is NOT a vented ridge cap even as it is described by the manufacturers diagrams. I'm sure that what was described to the chief inspector was a vented ridge cap but again that is not what is installed as we have discussed over many many emails. And having a discussion with the chief inspector offsite is not the same thing as passing inspection.  However,  as you mentioned we did come to an agreement on what is to be installed (a VENTED ridge cap with corresponding closure foam as drawn on the manufacturers VENTED ridge cap diagram) and all the material was even delivered to my house.  But you did not show up last week as you said you would to complete the installation, and you did not show up this week as you told me you would when I emailed you last week after you didn't show up.  Additionally,  since that time,  all the material has been removed from my house by your company and none of the agreed upon work has been completed. 

  I am currently enrolled in the myself ******* home program and Eagle Roofing and Restoration has taken so long to complete the work that I am becoming concerned that the ***** funds will no longer be available by the time they have completed the work correctly and to current building code potentially costing me thousands of dollars in additional work and lost opportunity.  Truly disappointing.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/01/2023

  ************** I would have to politely disagree with you, I do not believe that the maunfacturer would or has misrepresented their product. Their products all have ******* Product approvals codes, that is a very stringent process to obtain those ***** for products (we have used this ridge vent on many metal projects and have passed inspections). We did agree to replace the current product with the product you requested. I did have to order it, it was delivered and we did put the instillation on our schedule. However it did rain 4 out of the 5 days that week, and since you have a metal roof our crews cannot get onto metal roof while they are wet. Last week we showed up to tie everything down prior to ****** passing by, our staff personally handed you the products to store in your garage to keep them from blowing around. The next day prior to the storm hitting our crew showed up to install the ridge vent, they waited for your wife to get the products from the garage, but by the time it was provided the rain started falling. Again, making installing it very dangerous for our crew due to the wind and rain. The crew did take the material with them so you did not have to secure it from the storm again. 

  In regards to your statement that it has taken us to long to complete the work, You signed your estimate with us on 03/06/2023. We filed the *** the same day and received the permit on 03/14/2023. We ordered the product and originally had you on our schedule for dry-in on 04/26/2023 the day following the delivery of the material for the dry-in. We were asked to push that out until the first week of May, so we did. The dry-in was started on 05/3/23 and completed 05/04/23. We scheduled the inspection, and as per the attached photos of the inspections we originally passed on 05/15/2023. Two days later you contacted the inspector and told him you did not like the way the underlayment and flashing was done on the gables. so after passing he went back and cancelled the pass- as you see from the uploaded pictures of all four inspections, we passed several times and since you did not like the way we did, which was per code they withdrew the passes to comply with your requests and we continually fixed the requests every time. Finally passing to what made you happy on 06/01/2023.You also requested ttwice that we push the install out. We installed the metal on 06/14/2023. We then had to wait for your siding crew to install until we could finish the ***** trim (here is where you installed 2 2X4's to the metal roof prior to it being inspected). On 07/06/2023 you called and let us know it was complete and wanted to know when we would complete the project. We installed the ***** trim on 07/13/23 but were short a piece of ridge metal and ordered it and was installed on 07/18/2023. Since then we have been conversating about the ridge vent system that was discussed previously. So as you can see, we have been very cooperative with your requests and with complying with your wishes as well. The project has taken awhile, but that is not all our fault since alot of it has been due to your requests. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20490296
  
  I am rejecting this response because:

  I also agree with you that the manufacturer did not misrepresent their material, and they were actually quite helpful in explaining to me how their Product approval numbers work and that the closure foam you had to supply and install was not one of their products and would require its own product approval number.  The misrepresentation was on the part of eagle roofing and restoration when I sent details for a vented ridge cap and told that is what was installed when what was actually installed was a standard non vented ridge cap which I explained in my email on 8/8/23, quoted below:

  "Morning ****,
  
  I would agree with you but 1) thats not the ridge cap that is installed and 2) thats not how the ridge cap is installed. See the picture below of your diagram and compare to the image of how it is currently installed.  The ridge cap needs to be left open at the bottom(red arrows)to allow air to flow freely which you dont have.  If the ridge cap is left open then there has to be a ridged venting material installed to keep water from being to penetrate.  Actually, the ***** wall flashing is supposed to be installed the same way and you didnt do it there either.

  The 2x4s I installed on my roof because of your inability to install the ***** flashing prior to the metal panels and allow us to install the siding and paint in a fashion consistent with industry standard procedures. We had to install something so we could work and not slip off the roof which you obviously are not concerned about.  What you should be concerned about is the quality of your work and taking care of you clients interests, but instead you are trying to find ways around doing the job correctly which has cost me thousands of dollars extra in time and labor. Ive also taken pictures of all the scratched and dented panels, poorly installed screws, and panels with dents coming up from underneath meaning that the nails in the roof decking are sticking up through the underlayment allowing for water penetration.
  
  I would advise you to not send a crew out to cut the underlayment at the ridge and install the same incorrect ridge cap."

  You are correct we did have storm come through that week. But I was originally told you would complete the install the week before that, which I also have in an email

  The inspections for the dry in were cancelled by the inspector not by your company.  After I saw that you had not installed the underlayment to the manufacturer specs, I called the inspector and explained it to him and showed him the manufacturer specs, he agreed with me and cancelled the inspection.  you then tried to schedule the inspection 2 more times without making any of the necessary changes and the inspector cancelled them I assume out of a courtesy to you so you wouldn't incur a failed inspection penalty fee. which I do believe he finally failed you on the last attempt.  i actually had to go get the material and complete the install myself to pass the inspection.

  The major delay has been waiting on you to come back and fix the installs you did incorrectly.  you completed the new vent install last Sunday the 3rd but still have not scheduled the final inspection.  I suppose that is my fault as well?
  

  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/02/2023

  **************,
  
  We have not misrepresented anything. Our supplier does in fact supply that material to us and I have attached the accessories page from their catalog. I sent you the brochure for the ridge vent material in email on 8/11/23 and it has the NOA * listed on it.
  
  Your roof has been completed and the Certificate of Completion was issued on 9/12/23 (see attached COC).

• Initial Complaint

  Date:07/26/2023

  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.

  Contracted with them on January 5, 2023 and it is now almost seven months with no resolution. We are waiting on new roof, siding, carport and shed that were all damaged due to Hurricane ***. We were initially told it would take 10 to 12 weeks. They do not return phone calls after leaving several messages.

  

  Business Response

  Date: 07/26/2023

  The ******* did contract with ** on January 5th 2023. The permit was received from Lee County on March 7th 2023. Once that was secured the material was ordered. When the ******* signed the lead times on material was ***** weeks, but in March the lead times were well over that, ***** weeks. This particular supplier than stopped production of the material due to shipping and handling and the overwhelming amount of product in demand, they just could not keep up. Leaving several of us contractors searching for supplies. We have located another supplier, new supplier is not local, so supplies have to be picked up. Thus pushing the lead times out. These things happen every time there are natural disasters, supply and demand issues. Others in the neighborhood may be getting theirs done, that is very possible, their contractors could have other resources, or have even placed orders prior to ours, there are so many different factors at hand that you cannot just assume. We communicate, we may miss a few phone calls, but our office staff do the best to try and explain what is going on. Our guys are out on job site most days of the week and not in the office answering phone calls. We are expecting materials in the next few weeks and our supervisors will be making (if they have not already done so) on site visit to make sure everything is ready when the materials are released. This is a frustrating time for many homeowners, but most contractor's are doing our best to make their homes right again. We also have criteria that we are mandated by the state and local governments to follow.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20374761
  
  I am rejecting this response because:  We made more than a few phone calls with no response as well as requesting to speak with the owner with no call back even though we were promised we would receive a call back from the owner.  As it stands now, employees showed up last week along with two supervisors to get the job started.  However, the work that has been done so far has many issues such as siding to home not connected properly with gaps which could blow off with storms, they sided over the hot water heater located outside which now has to be redone.  Also they left old ***** nails in some areas where work is being done and did not replace, there are gaps along windows and electrical cover outlets, siding screen door and sliders damaged.  

  Supervisor was contacted on Friday, August 4, 2023, to inform of issues.  Both supervisors were out of town until today, Tuesday, August 8, 2023 and are to meet with us this afternoon to resolve.

  To say we are very disappointed, is an understatement.  

   

   

   

  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/09/2023

  As was explained in the first response, when our employees are out on jobs sites they cannot immediately return calls. Your calls were returned or you spoke with our office personnel. It may have not been the day you called, but again, your calls were returned in a timely manner. As for the current work being done, it is an active construction site. We have not completed the work, it is a process, your job is a work in progress. With any construction process there is a punch list of things that you go back to. One of our supervisors have been onsite with your project since it began. As for the supervisors, both were there Monday- Wednesday the one was there Thursday and Friday. One was out of town the end of the week for his granddaughters birth the other flew home Saturday for his fathers funeral, this information was shared with homeowner prior to either of them leaving, Supervisor returned to jobsite on 8/8 Tuesday . We document all our progress from start to finish and it is time stamped and even GPS located, our work is inspected on a regular basis. In regards to your concern about the water heater access, please see attached photo showing that we have trim outlining the area that will be cut for the panel, its just not to that point yet. As stated we are in progress, it is an active construction site. Unclear on what ***** nails you would be referring to, but if you are referring to the ones around the old ***** where the porch use to be this area is not completed yet either. To reiterate, we have had constant communication with you since the job became active, most days we have had two supervisors onsite. Please be understanding that this is a work in progress, it will get worse before it gets better, but when it is complete it will be beautiful.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20374761
  
  I am rejecting this response because: I am currently in the process of canceling with this contractor with Lee County Permit Division.  We have told them to halt all work at this time.  A phone call and voice message was left with ***** regarding this.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/30/2023

  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.

  Home at ********************************************************************* Owner is 96-year-old who had a stroke:Owner for 41 years. Damage due to hurricane *** Original request for repair 12/22/22 Estimate repair cost36.876 Down payments: 1/9 2,0000/ 1/6 1,300 1/13 13,000 total 16,3000 Told repairs would begin on 6/26 Contacted Eagle Roofing numerous times without resolution.

  

  Business Response

  Date: 07/11/2023

  We have been in constant contact with the ******, *******(her son), and *******(her daughter) since we were hired to perform the repairs. We received the permit from Lee County the end of March. Since the the hurricane obtaining materials to repair modular/mobile homes has been very difficult and that has been communicated with them since the beginning. Eagle Roofing's owner met with the homeowner and her caregiver at the residence on 6/23/23 and was told that we were hoping to be starting the week of 6/26/23. Our office spoke with ****** and her caregiver on 6/26/23 and reminded them of what was stated in the in person conversation the Friday prior, we were hoping to start that week. We had another slight delay in receiving the materials needed to perform the repair. ******* called on 6/27/23 and we let him know the current status. We also notified them that our office would be closed from noon 6/30/23 - 7/9/23 for the Holiday. Our manager was onsite again 6/30/23 and spoke with them. He also spoke with ******* on 7/6/23 when he stopped by the office. On 7/10/23 ******* (******'s niece) came into our office and spoke with our staff and apologized after we explained everything that has taken place and our constant communication. ******* notified us of some mold in ******'s bedroom and that they had sprayed some chemicals on it to hopefully stop it from spreading. Our staff offered to come out and seal/treat and paint the ceiling this week (7/10/23) and she said to wait and see what goes on.