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Business Profile

Roofing Contractors

Spence Roofing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    A review has been submitted per BBB direction. The company that provided work was Spence Co LLC.
    Roof was installed in southgate KY in summer of 2020 and not done per contract and minimum industry standards. Leaks occurred within 3 months of install. Subcontractor sent out by Spence to caulk areas that should have been step flashed. This happened 3 times before they actually step flashed the area leaking. When asked why not done initially (coil of metal) was on-site, the sub told me the Spence co did not want to pay him his price to install it.
    Then we had large air bubbles appear in the rubber membrane in Jan 21. This took approx 3 months to get addressed after many attempts to contact Spence co.
    In Sept 23, there were tears in the roof in several places that have been blamed on critters by this co. I have had 2 separate companies come out to inspect the roof and have been told it was installed incorrectly and not to min standards. A lot of corners were cut. This company wants to blame everything but their workmanship on this poorly installed roof. They want to continue to patch and patch which is not what I paid for.

    Business Response

    Date: 11/05/2023

    I replied to the message from the customer the next business day. The following day as the owner, I was on the roof and inspecting it to assess the situation. Our team is actively working to address your concerns. We value excellent customer service and our company stands behind our work and always has. It does take time to work through the prcocess.

     

    Thank you, 

    ****

     

    Business Response

    Date: 12/13/2023

    We had previously responded to the customer and once again our legal team is in Commnication with his legal team. 

    Thank you. 

    Customer Answer

    Date: 02/14/2024

    Better Business Bureau:


    In regards to complaint ** ********* the parties have reached an agreement.

    On 2/13/2024, I requested BBB to withdraw this complaint and consider it closed. 


    Regards,



    ***** ******

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