Complaints

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• Initial Complaint

  Date:05/22/2025

  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.

  I contracted with TC Metal roofing on 4-11-25 to reroof my garage/storage bldg. *** $4800. Work started on 5-15-25. They started removing the wood decking. I tried texting the *****/salesman twice but no response. A delivery *** ***** showed up and I spoke with him a out the issue. He called the office and ***** finally showed up. ******* showed up and said he was going for new decking. Most of the existing decking was fine at 1 inch thick. I was in shock, I did not authorize they. They claimed it had to be done. ***** did the estimate and said there was a couple of places where the wood may need replaced but no problem. They sent a new invoice that crazy. I told them it was not right. No response. ******* picked up the dumpster and took 5 sheets of plywood. I told them about the plywood. They sent another invoice but it was still not correct. So the need for me to file this complaint. This constitutes fraud or at least attempted fraud on Senior Citizens according the Florida Attotney General Consumer Protection. Still waiting their newest correction.

  

  Business Response

  Date: 05/28/2025

  In Response to the complaint by **** *********:
  Before signing the garage roof replacement agreement, our salesperson ***** informed Mr. *************** that we would need to replace some of the wood decking.  This was apparent during our inspection of the interior of the garage, and we have pictures of the water damage to the ceiling panels prior to our starting work. When we started work and exposed the decking it was discovered that it was 1 plywood (this is not normal decking) and several of the panels had water damage and rot.  The damaged sheets all needed to be replaced so we could install our panels on a solidly sheathed deck.  Mr. ********** correctly stated that not all the decking was faulty. However, 1 plywood costs around $200 per sheet, excluding labor and delivery.   Mathematically, it made sense to complete a full re deck with plywood which is the standard decking size and a fraction of the cost, saving him money.  Being a garage that meant we had to replace 15 sheets of plywood compared to the 7-8 sheets of 1 we would have had to replace.  ************ was home during this process and two of our supervisors, ***** and *******, both communicated everything we were doing with him.  Additional work was also discussed with ************ and approved by him to replace the damaged siding on two sides of the building.  We removed the old siding and installed a new layer of plywood (this accounted for additional sheets of plywood), a vapor barrier, and new T1-11 siding (4 sheets, 2 per side).  We documented all the work completed with the plywood installation, including numbering the sheets.   We also had to replace several sections of the 2x4 support beams that hold up the roof due to water damage and rot.
  Mr. ********** is correct that we originally sent him an incorrect invoice.  Our supervisor,*******, retrieved four sheets of plywood and one sheet of T1-11 that were not utilized in the project for return. This action was not promptly recorded in our documentation.   We sent ************* the original/incorrect invoice on Monday 5/19/2025, the same day ******* picked up the material to be returned. Mr. ********** notified us by text 5/19/25 at 10:11pm (during non-business hours) that our invoice was a joke and that he wanted us to put the original decking back, reinstall it and take your materials back.  He raised concerns regarding the quantity of materials used.   He texted us again at 10:30 am on Tuesday morning, May 20, 2025, informing us that ******* had picked up the material the day before and that he was "currently pursuing his options.   At that time, we were already investigating the matter. We spoke with ******* to confirm the return of the material and obtained a picture from him showing the material he collected for return.   The material was also still in his truck in our parking lot.  The material ******* picked up was 4 sheets of plywood and 1 sheet of T1-11 siding.   We immediately corrected the invoice and left Mr. ********** a voicemail apologizing for the mistake with the invoice and also sent him a text message.  The revised invoice was sent to him at 11:10am on 5/20/2025.  He did not respond to our voicemail or text.
  Mr. ********** then left us a negative ****** review the evening of 5/21/25.  We tried to call him that evening and he responded by text to Please text me.  We apologized for the invoice mistake and requested to discuss his concerns at his convenience.   He refuses to take our calls or to discuss the situation and try to resolve it with us. He states he has filed a complaint of Senior Fraud with the Attorney General of Consumer Protection. 
  In addition to the expense for the wood required for replacement on his property, Mr. **************** still owes us for 50% of the cost of the roof we installed, as he has only paid his 50% deposit.  His complaints about us are baseless and fraudulent and we would like to defend our reputation and resolve this situation as quickly as possible.  We have time-stamped photographic evidence of the work completed and the materials used.
  ***** ****
  General Sales Manager
  TC Metal Roofing
  
  Our text message change below from the day we started work.  Homeowner is in plain text and TC Metal replies in Bold.
  05/15/2025 08:00am
  They were here on time but OMG they are removing so much plywood. Some doesn't look so bad. Is that really necessary?
  M S
  05/15/2025 08:19am
  ***** is here. The old plywood is 1 inch thick, on a storage / garage? Wow. They have removed most of the plywood. This is going to be a fortune!
  M S
  05/15/2025 08:21am
  Please help. We are retired. Not sure how much this is going to cost. Not sure how I'm going to cover the added expense.
  Delivered  05/15/2025 08:30am
  I reached out to the crew and ***** and they are taking pictures of the rotten wood. ***** is headed to ********** to get wood. We can change to 1/2" plywood to reduce cost and I am almost to the office where I will check to see if we have any 1/2" plywood I can bring out to save you some money. ***** told me that the wood siding on the ***** is rotten.Would you like us to replace it?
  ***
  Delivered  05/15/2025 08:33am
  We wouldn't tear off wood unless it was necessary.After the job is done we will have an itemized list of all wood replaced. We aren't trying to make money on replacement wood. I understand your on a fixed income and we are more than willing to work with you on interest free payments if that's necessary. -*****
  ***
  Delivered  05/15/2025 08:39am
  Would you like us to replace the rotting wood siding on the *****?
  ***
  M S
  05/15/2025 08:39am
  The ***** ends are bad and need replaced but at some point we need to stop the bleeding on this nightmare.
  Delivered  05/16/2025 03:37pm
  How's it going? It's ******* fromTC Metal Not sure if anyone got with you, we pass inspection today but I just wanted to let you know the guys will be there tomorrow around midday to finish up Thanks for your time. Have a good night.
  A A
  M S
  05/16/2025 03:39pm
  No but was wondering. Didn't see anyone. Thanks for the heads-up *******.
  Delivered  05/19/2025 01:04pm
  Hey **** I just wanted to let you know that I sent the updated invoice reflecting the replacement wood to your email inbox. -*****
  ***
  
  
  05/19/2025 10:11pm
  OMG! Is that a joke? This has gone from shocking to insane. How about putting my acceptable original decking back, reinstall it and take your materials back. How was there 25 sheets of plywood used? 5 sheets of T1-11? This is crazy!
  M S
  05/20/2025 10:30am
  ***** for starters you may want to ask ******* about coming yesterday to pick up your dumpster, 5 new unused sheets of plywood and one metal roof panel. Check that against the invoice. A little careful investigation may uncover more errors. I am currently pursuing my options.
  Delivered  05/20/2025 10:33am
  Good morning ****. I see a picture of those 5 sheets and am updating the invoice.
  ***
  Delivered  05/20/2025 10:33am
  -*****
  ***
  Assigned to ***** ****
  Delivered  05/20/2025 10:55am
  Mark, Good Morning. My name is ***** **** and I'm the Sales Manager here at TC Metal Roofing. I want to apologize that your were given an invoice to early and the material was incorrect. ******* returned 4 sheets of plywood and 1 sheet of T1-11 yesterday and those have been removed from your invoice. If you have any questions please feel free to give me a call at ************. Thank you
  B R
  Delivered  05/20/2025 11:11am
  Hey **** I just wanted to let you know I sent the updated invoice. -*****
  ***
  Delivered  05/21/2025 06:43pm
  Mark, Good evening. I reached out to you yesterday and left you a voicemail and a text about the issue with the invoice and it was corrected and left my cell so you could call me to discuss the issue. I would still like to discuss this with you as we do not like to have unhappy customers. At your earliest convenience please give me a call to discuss your concerns about the wood and siding replacement. I hope you have a good evening. ***** **** - General Sales Manager TC Metal Roofing cell ************.
  B R
  05/21/2025 07:19pm
  *****, I am extremely unhappy is a gross understatement with my experience with TC Metal. I don't know you but the fraud associated with the invoice greaty concerns me. There is still question with the count of decking. I brought the invoice mistake to ***** in reference to ******* picking up the unused sheets. The newest Invoice shows 20 sheets. I asked ***** to please double check the invoice to confirm any other mistakes. Simple math indicates 15 sheets for the dimensions of the roof. Could someone please confirm those charges before sending me yet another invoice. The State of FLorida Office of the Attorney General Consumer Protecion especially for those of us over 65 is concerned with fraud or even the attempt of fraud to be extremely serious. I am prepared to do whatever I need to do to protect my finances. I hope we can come to a happy ending to this nightmare *****.
  Delivered  05/22/2025 08:30am
  Good Morning ***** I'm sorry this experience has been so upsetting and stressful for you and we also want to have a happy ending. I am printing our pictures of the wood we replaced today and would like to come meet you at your property tomorrow morning to review everything to make sure we are both on the same page with the work that was completed. Please let me know if you would be available around 10am tomorrow. I look forward to resolving these issues with you. Thank you for your time. ***** ****
  B R
  M S
  05/22/2025 11:47am
  I was there live and have pictures, no need for your pictures. No need for a meeting either. Beating a dead horse so to speak. I managed a ************************ before *********** degree was in engineering. Engineering of Materials and Methods was part of my discipline pertinent to this issue. Poor judgement wins no approval with **** did not approve the removal of all the decking wood removed. It was done expediently. I tried texting ***** for help several times with no response.***** said at the estimate that a couple of places may need wood replacing but no problem. Yes we were in a state of shock, disbelief that it was really happening. At this point I have no trust in you and will continue to seek help elsewhere.
  M S
  05/22/2025 11:49am
  Also the invoice fraud or attempted fraud is of major concern.