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:03/04/2024

  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.

  First, communication with Bigs roofing was terrible. ***** would tell us she would do something then not, then it would take her weeks to get back with us. When we tried to address our complaints with her at the end, she became unprofessional and did not try to remedy our concerns. Because we used them for the home inspection on the house we were buying, they already had a $20000 check from the title company and we were stuck. Second, when they did the roof it did not quite look right. Bumps and weird material spots all over that we did not have when we just had the roof on our old house done by another company. Third, they left the house completely trashed. Hats on bushes, shingles and nails all over, bags blowing around, and even a tool left in the road, that we had to clean all of it up. They also left two of our downspouts completely off on the upper roof. Fourth, they destroyed several of our landscaping lights and we did not see a reimbursement or new lights. Lastly, we just had a whole chunk of shingles come off and we have not even had this roof 3 months. We feel that this whole roof needs redone by a better crew because we do not trust how this was done.

  

  Business Response

  Date: 03/12/2024

  In July 2023, we were called to look at a home for ****** and give an inspection. We informed her that the roof needed to be replaced. She was purchasing the home. We didn't hear anything else from her after that, but in August 2023, we received a check from a title company with the address that we gave the inspection for *****************************. We contacted her, and she also didn't know anything about them sending us the check (as the proceeds for the roof were paid by the seller and were to be held and paid for out of and escrow account). In September we dropped off samples to the home and told ****** that if she told us the colors she liked, we could get her addresses to go look at homes with those shingles on them. After she got the samples, she e-,mailed me the colors she was interested in seeing. I contacted our distributor to get a list of addresses for each of the three colors she liked. Two weeks later, she wrote me and asked if I had any luck with addresses. I called the distributor back and they told me they promised to get me them to me asap. I gave the addresses to ****** and it took her a while to get by and look at the houses. She even wrote an e-mail saying it took her a while to get by them. Once we had the color choice, in November, we scheduled the project for December. As scheduled, we replaced the roof. We did not hear from ****** at all after the project was completed. It wasn't until a whole month later, when we tried several times to collect the balance due, that she called the office and said she had problems. When I asked what the problems were, she told me the things she mentions in this complaint.  I asked her why she never contacted us to tell us that she had these problems (so we could have taken care of them right away), and she said we should have known. I don't understand how we would know, of no one ever told us, and how she only told us after we tried to collect the balance that she was responsible for paying. ***** went to her home  the next day and walked over the roof (which looked fine, other than some area's that still were a little humpy, because they needed a little more time and sun to seal all the way), he also replaced one elbow (not a downspout), and re-attached an elbow, that did not get re-attached during the project, and inspected the ground for debris. Then on March 2, we get a call and text message that she had some shingles that were blowing off all over her roof. We explained that we were out of state until Monday, but would have someone there Monday morning. She was worried about leaking, and we told her that there was no rain coming and that the felt underlayment would protect the roof until we got there. Monday morning (less than 24 business hours after she called us, we were there and put the shingles back on. The wind was strong the day they came off and the area of roof (which was only one area- as seen in her photo), doesn't  get much sun, so it hasn't had enough sun and heat to completely seal yet (as it will as the temperatures are getting warmer now. The hat in the **** and the tool left in the street were by accident. These items belonged to our crew and had they known they were left behind, they would have gone back right away to get them back, but instead they were thrown in the trash. They were not intentionally left behind. We apologize that our guys worked into the dark, even using flashlights, to try to get everything cleaned up and forgot their items, and that there were debris that were apparently left in the yard (we never did get any photos of the large amounts of debris that were cleaned up along with photos of the other items that we had forgot, left behind, or neglected). ****** says that her resolve is $20,000.00 for a new roof. There is NOTHING wrong with her roof. We feel we have been very professional about her concerns, and we have addressed them all in a timely and professional manner. 

• Initial Complaint

  Date:10/24/2023

  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.

  We had Bigs Roofing replace our Roof & siding back in Sept 2020 due to storm damage. At first we were very happy with the results, but soon after we started having issue after issue with the siding coming off, or pulling away. We have contacted them on multiple occasions for each one of these issues. They normally come out unannounced and fix the issue and dont notify us that it has been handled. Sometimes they have been out multiple times for the same issue they fixed already in the past. We have been more than patient with them, but this week was the final straw, when we had another issue arise, and my wife reached out to ******, only to have her number blocked and no response after trying to call the office, and then trying to reach out by text. I ended up having to reach out to ***** as I still have his personal number to ask for this to be taken care of. We have documented every issue we have ever had with pictures, and have documented the so called repairs that they have done as well. Once such repair, If you call using screw's through your siding to hold it on as a fix, since the piece in question has come off multiple times. We just want our house to be in great shape and not have to worry every time there is a storm or its windy if our siding is going to come off. None of our neighbors seem to have issues with their siding that was also replaced by Bigs due to the neighborhood having a lot of storm damage. We never wanted to file a complaint, but after dealing with this still after 3 year's, we have had enough and want it to be known that they dont seem to take pride in the work that is done at your home or show concern for reoccurring issues on the same thing.

  Customer Answer

  Date: 10/24/2023

  I believe its under warranty as we have never gotten charged for any of the repairs that they continue to come out and do. I dont remember seeing anything about how long the warranty is/was. 

  

  Business Response

  Date: 11/03/2023

  We did receive a call from the owners of the home about another issue they were having with their siding. We received a voicemail and literally the next day, we got notice of this complaint. We were not even given a chance to respond. After we read the complaint, ***** went out and met with the owner and re-attached a single piece of siding (the problem they called about).  As the homeowner stated, we have gone out on a few occasions where ****** has come loose after high winds. We have always went back and repaired at no cost. We don't always get the chance to call and schedule a time to get out to repairs, sometimes it is more convenient, and faster, if we just get there when we are working in the area. This may not work out for everyone, but sometimes it gets us to your repairs 1-2 weeks faster. The owner also states that we blocked their phone number, yet I have a screen shot of a visual voicemail that was left from them on our answering machine. If their calls were blocked, how could they leave us a voicemail? The owners also had some questions regarding our siding warranty. It is a 2-year limited warranty. It does not include repairs for damages resulting from Acts of God, wind, hail, or other violent storms. The warranty time has expired for our labor warranty, but we still went back and done repairs. Any manufacturer warranty would have to be filed thru the siding manufacturer. We do not do bad business. We do actually care about our customers and the work we perform for them. We have never just avoided the homeowners calls or concerns. We have done a great deal of siding in their neighborhood and several neighborhoods around them, with no issues. We are not sure exactly why they have had pieces come loose, but we have always made sure to get there and resolve the issues when they have arrived. We have corrected the issue that they have filed this complaint for and again, at no charge to the homeowner. 

   

  Customer Answer

  Date: 11/06/2023

   I am rejecting this response because:
  
  The my blocked my wifes number to there cell phone not the business phone. See attached photo. They wont return calls left on the business phone so we deal with text so we have a record. Two year labor warranty is understandable but when we have been having issues from a month after it was installed, till the filing of this complaint, and some of the issues were from repairs that had already been done. The owner sent his son out to deal with my wife, not the owner. We dont feel like the employees that installed this originally did a good job, and we feel as though we are going to continue to have issues moving forward cause of it. Using nails or screws through the siding to keep it attached is not a fix! 

  

  Business Response

  Date: 11/13/2023

  The homeowner texted ***** personal cell phone the day before the complaint and said that he would like to get a piece of siding that came off at the top of his home replaced. He said he needed us to fix it. ***** said we would get it fixed. We were going to be working in that area the next day, so he told the homeowner we could get by and fix it. The next morning, on the way to the project we were working on, our son stopped to fix it. He had no idea that he would have to talk to the homeowners, he was just there to fix the problem.

  The homeowner states that we blocked his wife on *****'s cell phone. Why would we do that? We had no problem answering her husband's call. The picture they sent to support what they were saying about the blocked call is not a phone message. it is a ******** message. We did not even know was there. I do not believe that either homeowner has *****'s personal cell phone number.

  We have corrected the problem (We re-attached the piece of siding).

  We do not know what they are looking for or what more they would like for us to do. Again, their labor warranty has been expired, and we have still not charged them any money to make repairs. 

  What are the homeowners wanting us to do to make them happy? 

   

  Customer Answer

  Date: 11/14/2023

   I am rejecting this response because:
  
  because we continue to have issues with the siding on the house and issues they have supposedly already been out to fix. Using screws and nails through the siding itself to hold it on is not fixing it. That is what the mail slots are used for. I just want something stating they are going to continue to fix issues that arise at no cost to us, as the siding should not still be coming off. Multiple neighbors that have had work done on there siding are not still having issues. This isnt a high wind or storm damage issues we are having. Its from a shady install by employees who are no longer working for the company. 
  

• Initial Complaint

  Date:09/20/2023

  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.

  We had a new roof installed by bigs the end of October 2021. They didn't seal around the skylights and they leak. Our ceiling is now getting cracks and it leaks through the cracks and around the 4 skylights. We have been calling since July after we noticed the cracks and significant water leaking in during rain storms. They initially said someone would be sent to look at it right away but after 2 months, won't come look or return our calls. We've called, emailed, left messages. Finally blocked our number and they answered, Said they'd send someone out but we never heard from them again and no one came, it's been 4 weeks. Called again yesterday, no response. The roof tiles look wavy around our skylights so I don't think they were installed properly, definitely didn't seal them right. Our skylights are part of our roof so when we had the roof done they should've sealed. Our old roof never leaked. We just want them to look at it and fix the issue before winter and before we have further damage to the inside of our house. We were initially happy with our experience with bigs but ignoring us when an issue came to light seems really shady. I never wanted to write a complaint but I feel we've been more than patient waiting for a response. I understand if a company is busy but takes 2 seconds to email us and let us know you're going to get to us eventually. A new roof shouldn't leak like this. Probably an easy fix but they won't call us back or come look at it.

  Customer Answer

  Date: 09/21/2023

  The roof is under 1 year old, under warranty. I put the incorrect date in my original complaint. It was installed in 2022. 

  

  Business Response

  Date: 09/28/2023

  We did install a new roof in October 2022 for the owners of the home. They did call in July about skylights leaking. ***** did go to their home and no one was home. Because there are four skylights, we didnt know which one was leaking.  We did not have additional conversations after that. We did not block their phone number and we did not do a bad job on their roof. After the complaint, ***** did go to their home again, and spoke with the Mrs.. ** got on the roof and inspected the skylights and the roof. Please see the photos we have attached. The problem is NOT a roof leak or faulty roof, it is either the windows above the skylights, leaking down and getting behind our flashings or the actual glass on the skylight.
  The owner also states in the complaint that we did not seal around their skylights when we installed the roof like we were supposed to. You do not seal around skylights when you roof. You install a pre- manufactured metal flashing around the skylight, which we did. Our flashing is still intact.
  We apologize to the homeowners for our delayed responses, but we did show them what the problem is (not our work), and they said they were going to call the company that installed the skylights.
  THEY DO NOT HAVE  ROOF LEAKS. They have skylight leaks and a window frame issue.
  

  Customer Answer

  Date: 10/12/2023

   I am rejecting this response because:
  
  

  Hello, my complaint was closed while we were waiting on an inspection to be done on the roof. Inspection showed negligence. Bigs did not replace the flashing around the skylights when they did the new roof and damaged the existing flashing around the skylights which is what is causing the leaks. Bigs came out 2 weeks ago and just caulked everything and said water was getting under their flashing through an upstairs windowsill. That's not the case and the issue has not been fixed. 

  I'd like to include that we are waiting on an official estimate for repairs but want to see if bigs will make it right and cover the costs to repair the damage. We also never received any paperwork or warranty information for the roof from bigs which we wanted for our records. When ***** was here, he said the skylights looked fine and the water was getting in through a windowsill so the response from them on bbb has conflicting information. This is not a skylight issue, it's a flashing issue around the skylights. New flashing was not put on and existing flashing around the skylights was damaged during the install which you can see in the wavy shingles around the skylights. 

  

  Business Response

  Date: 10/12/2023

  As stated in previous response, the frame around the two leaking skylights, are damaged (which was not damaged during our install). If the leaks were from the skylight flashings, there would have been serious leaks on the 1st day it rained after roof install and every time it rained thereafter. The frame coming apart is what caused our flashing to leak. You can literally see behind our flashing. If the homeowners are having other contractors come out to inspect the skylights, or the company that installed the skylights, we want to be there with them. This way we can be sure that everyone is in agreeance with what the "REAL" problem causing the leaks is. The owners can call our office when the other contractor is scheduled to arrive and we will gladly be there to help them see that the problem is not the flashing, but the actual skylight. Please see photos. The aluminum wrap around the wood window is falling off, just above the skylights, the caulk is off and it was apparent that the window has been leaking for a very long time and running behind our flashing. We will wait to hear from the customer, for a date and time to meet with their licensed contractor/ licensed inspector. We are confident that the real problem will be discovered during this inspection. We do have several additional photos documenting the damages and condition of the skylights when we arrived at the home two weeks ago. These are photos of the skylights before we pushed the frames back together and caulked around them (as a courtesy, at no charge). The owner did tell ***** that she was going to call the company that installed the skylights about the trim and the skylights leaking. 

   

  Customer Answer

  Date: 10/12/2023

   I am rejecting this response because: only 1 frame was off out of the 4 skylights and all 4 skylights are leaking and have been for some time, as I told ***** when he was here. The one with the frame that's off isn't even the one that's leaking the worst. During winter it was a slow leak, the 2 skylights on the porch went unnoticed for so long because we don't use *********** during winter and have a washable rug that was absorbing the water. We were waking up to puddles in our living room in december but had just gotten a puppy and thought they were accidents because it didnt occur to us a new roof would leak. The bedroom window in the photos is only above 1 of the skylights, we have 4 and all 4 are leaking. We told ***** we were going to have the skylights and roof inspected and he didn't say he wanted to be present for that so we already had it inspected by another roofing company and were told it's the flashing as i explained in my previous response. I can provide the quote for repairs when I receive it. 
  
  
  

  

  Business Response

  Date: 10/23/2023

  We would like to come to the home and meet with the homeowners and run a water test with a hose from the roof. We will do a video and show the video in the responses to this complaint to show that the skylights are not leaking from the flashings also, we would like to send our pictures that we have prior to us fixing around the frame putting the frame back together for the homeowner so that he can see what it look like before he got there what he seen was what we had remedied that wasnt anything we had done, but we had put the frame back in tact for that homeowner all of them . If the flashing was the problem and had not been installed, we would gladly repair it on our own instead of having someone else repair it but the problem is not the flashing. The problem is the frames to the skylights again we would like to run a water test. We will video while the water test is being performed and send this video to the Better Business Bureau to prove what we are saying is true prior there wouldve been leaks prior right away if it were a flashing issue and Im talking immediately after the install of the roof, also the worst skylight was the one over the back porch. The frame was sticking out 2 inches we would like to show those photos to the person who came out and inspected the skylights for the homeowners so that they could see what were talking about that what we seen before he seen what we had remedied for the homeowner  Again the frame not being any thing to do with us, and being an issue with the skylight itself, and very likely from where the tree had fallen on it to begin with. 

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because: I'm not sure who would allow water to be poured on a leaky roof and possibly cause further damage to their home. This is such an unprofessional response. Again, only ONE frame was off of the 4 skylights and the inspection we had did recommend replacing that ONE skylight due to the frame and we informed the inspector that the frame on that one was busted and he pointed out it was caulked back together and we explained bigs had "fixed" it for us. So the inspector knew and still said its the flashing. **** has repeatedly lied in their responses to make it sound like all the frames were busted after first blaming a rotted window. They never ************* once single call to us after months of us calling, leaving messages, and emailing. They completely ignored us and for all they knew we were repeat customers. They never came by prior to the bbb complaint, we have cameras all over our property and work from home so we are always here. The only time we were responded to was after filing a bbb complaint which prompted them to come by after office hours without notice and demand to come in our home when I was trying to get my kids ready for bed and I still let them in, I was polite and gave them the benefit of the doubt but after these bbb responses it's clear they won't honor their warranty and they won't make it right. I attached a photo of the skylights where you can see the wavy shingles and they all look like this around every skylight. This does not look normal. Bigs will try to blame anything other than their work. Our roof never leaked even with a tree on it and now we have all 4 of our skylights leaking and have to pay a new roofing company to repair it. 
  
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  We had this company do our siding back in November of 2021 and ever since the siding has buckled, fallen off, pieces not fastened. There have been ongoing issues and getting a response to fix the issues has been difficult. They are hard to get a hold of, you can't leave a message sometimes. When you do leave a message, they don't repsond back until weeks later, if that. We constantly have to keep calling to get a response. When they have come to fix something, they fix only one issue. They leave nails in your yard and on your driveway. We have asked many times to come when we are home so we can show them ALL the issues with the siding. They were to come last Friday, when we were off work so we can show them the different issues and they didn't respond. They will say they are coming and don't. At this point, I am not sure what to do because after a year we are continuing to have issues with the siding and I am worried it is always going to be an issue because of the faulty installation.

  

  Business Response

  Date: 11/15/2022

  We do agree that there have been issues with a few pieces of the siding installed on the ****** home. We have however, communicated with ** (husband) and *** (wife) on multiple occasions by phone or text message, including a phone conversation with ************, the Wednesday prior to the repairs. The last time we were there was the Thursday (1-2 days) before ***'s complaint was filed with BBB. I called and spoke with ************ to let him know that ***** would be there to install the new siding prior to ***** arrival. The siding on the ****** home was special ordered and because of this, the siding to do the repair also had to be special ordered, which we disclosed to ************. There seems to be a manufacturer's defect that had occurred with the pieces that had to be repaired. ***** did repair all area's on the day we were there, but there was an area on a high peak that he could not reach with the ladder he had on his truck. He left three pieces of siding for the repair, on the side of the ****** home with intentions of returning the next day with a taller ladder. Due to unforseen circumstances, ***** was unable to get back on Friday. On Monday, we had a technician out to complete the repair and the ****** had put the siding in their garage, so we could not get to it. The siding had to be ordered by the entire box, so we had to go back to purchase three more pieces to complete the repair, which we did on Tuesday. All repairs have been completed, and would have been completed a day sooner if the siding had not been put where we could not get to them. We apologize that there have been issues with the pieces of siding and the communication has been subpar. We do however, stand behind our work and have made every effort to resolve the issues in a timely manner. As stated above, we have repaired all the area's of concern.