ComplaintsforAvalon Roofing and Exteriors

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2nd, 2017, Avalon installed a new roof at my residence. This install included replacing/installing complete flashing around the chimney and a 10 year warranty. The week of May 11th my neighbor brought me a piece of triangular black metal which I determined came from the chimney flashing by flying a drone over my roof. I believe it was that same week or the next that i went to the Avalon office on Division to discuss getting the flashing repaired. I was very polite and did inquire a number of times to ************************* if this would be covered under the warranty (which they verified I had). I was still professional and polite. I showed ***** a picture of the flashing and she stated that was not right and upon inspection it should be covered under the warranty. I also asked about potential water damage ***** said it would need to be looked at and that she would contact me to set up a time to have someone come out and inspect the roof and go into my attic to check for water damage. I thanked her several times before I left because I was relieved it would most likely be covered under warranty. On Tuesday May 23rd I received a VM from *** at Avalon. I returned the call shortly after receiving it and was greeted with immediate hostility towards me from ***. *** started with that they had sent the person who installed the roof out to inspect it (I believe this to be a major conflict of interest someone else should have inspected it). I was given no notice that they were coming so I was not home and no one inspected the attic as I was told someone would. I consider this to be trespassing because I gave no permission to enter my property or get on my roof without my presence. Again I was told I would get advance notice of a scheduled appointment and that someone would inspect my attic which obviously did not happen. *** continued to berate me in a loud tone and continually stated " there is no way we would ever leave it like that YOU hired someone to repair the chimney and that they tore up the flashing" I repeatedly told her this was not true and no one worked on the chimney or roof but them but this was in vain because she continued to try to argue with me telling me what I did. I asked her if she was calling me a liar to which she replied "yes, yes I am". *** also said that I was rude to ***** and asked about the warranty in a "forceful" manner which is completely false. I have NEVER been treated with so much disdain and disrespect as I have been treated by Avalon. I asked to speak to the owner and she said she would have a manager contact me. That same day I received a VM from *******************. I called him back that same day and left him several VM's later asking for a civil resolution to this situation. I was again respectful and to the point. I finally called the main number the week of 6-8-23 and spoke with a very nice gentleman named *********************************. I gave him a brief synapses of the situation and that *** was not returning my calls. I told him I really needed to speak with him regarding this incident. He said he completely understood and that he would help. He put me on hold a couple times while he tried to contact *** on his cell phone to no avail. ******* stated he would ensure that *** got the message and that he would call me. *** finally called and left a brief message on 6-12-23. I am finished attempting to work with Avalon directly. I had a certified professional inspect the flashing and he put in writing stating that the flashing was never completed so this is no longer a warranty issue but it is the fact they never completed the work they were paid to do. He also said it was obvious that no repair work had been done to the chimney in a very long time. The inspector and the owner are willing to testify in court to that fact if that is where this ends up. I also received a quote from them to install the flashing properly. I no longer trust Avalon in any way and do not want them on my property again. I would like ********************** to do the work and for Avalon to pay for it.

  

  Business response

  06/14/2023

  We are happy to replace the customers chimney flashing as has been stated to the customer.  *** has attempted to get in touch with the customer to take care of.   The customer simply has to reach out to our main numer at ************ to schedule the repair. We are not willing to pay another company to replace the chimney flashing.  

  Customer response

  06/16/2023

   
  Complaint: 20182358
  
  I am rejecting this response because: Everything in their response is untrue. I left MANY messages for *** and he only returned 2 and when I called him back got no response. My position has not changed that Avalon is not trustworthy they are dishonest and have treated me horribly and NEVER made any statement to me that they were willing to correct the issue. Thier response was the exact opposite they instead blamed me for the issue. The way I was treated when speaking with *** is COMPLETLY unacceptable and they are undeserving of your A+ rating. I firmly believe the only reason they are now offering to fix the issue is because of this complaint to save face. I stick to my original solution. Which is for a reputable trustworthy, honest company who treat their customers with respect and who stand by their work without a customer having to go through all this aggravation and stress. My only resolution is that ******* does the work and Avalon pays the cost. I am more than willing and have made preparations to file suit. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/21/2023

  The customer has a warranty, our team has identified the issue as tampering with the chimney flashing which would not be covered under his warranty.  The fact that a competing company would say otherwise is of no suprise.  We would be more than happy to replace his chimney flashing as a courtsey service.  He would just need to call into our direct line ************ and ask for the service department for scheduling.  We understand that the customer does not want to go this route. We are willing to reimburse him $250.00 for the chimney flashing. 

  Customer response

  06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is conditionally satisfactory to me under the following terms:

  1) The entire existing chimney flashing is removed and replaced properly free of charge and all excessive materials or trash be removed

  2) I am not comfortable contacting Avalon directly. I wish to use this commination forum through the BBB to avoid any misunderstanding. Also, so there is a record with an objective 3rd party.

  3) Through this communication forum outline the date and time Avalon will arrive to complete the work

  4) No work will be completed without a confirmed appointment, and I must be present while Avalon is on my property

  5) At my cost I will have the work professionally inspected upon completion

  6) Avalon needs to take and supply to me through this forum pictures of all 4 sides of the chimney before and after the work is completed

  7) I do not wish this complaint to be closed until after the work is satisfactorily completed

  ***************************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/21/22 A representative of Avalon came to my home and quoted us a job for our roof. We made a claim with our home insurance as well. Supplies were dropped off, but no workers showed that day. When they did come is was almost afternoon and they stayed past dark (blasting music as well) they did not finish the job and were told theyd finish it the next day. They did not show until 2 days later. Again we were told it would take a couple hours to finish. They were here for almost 6 hours! Also, we were told that we would be asked before replacing any boards on our roof. They did NOT ever ask, and said it had to be done to be up to code. Even after being here for 6 hours the job was not complete. On 11/2/22 they came to pick up their materials, still with our roof not done. We had to make several calls to Avalon to figure out when it would be completed. The job was finally completed on 11/9/22. After the job was completed we had Avalon contacting us several times wanting to know when they will be paid. Once we received the insurance check I brought it to the Avalon office. I received a receipt stating I owed ZERO (11/22/22) now today I received a call stating I owe more moneyafter everything this company put myself and my family through I am very upset. This feels like a huge scam, and I do not want to pay them a single more dime.

  

  Business response

  11/29/2022

  I have been in regular communication with this customer. I will continue to be in communication until this complaint is resolved.  I believe that it will be resolved by simply reviewing the accounting with the customer.  He was appropriately provided a paid in full statement for the work completed by our ********************.  He still has an open balance with our retail division.  I have already spoken with him and apologized for the fact that his retail invoice was not presented to him when he came to settle his balance due to a mistake by a newer employee.  I additionally provided him with a $200 discount as a good faith gesture and apology for the error (As I was aware that he had already been frustrated with the additional cost of sheeting needed for his roofing projects, and had provided a substantial discount to that).  We look forward to further discussing directly with the customer as needed. 

  Customer response

  11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  After further review with the company we paid an additional cost. Right after filling this complaint we received a call from *********************. She was honestly the WORST manager *** ever spoken to. *** would not allow open communication, and even went as far as threatening me. Yes I did tell her to shut up, because she would not allow me to speak and get a clear understanding of what was happening. Threatened to put a lien on my home by Friday if she was not paid, as well as if I told her to shut up again Ill see what happens, and that shes going to put me on blast for this complaint. I have absolutely no problem paying what is owed, but this was an extremely confusing, frustrating experience. I will never recommend them to anybody, and I hope people can read this complaint/responses and stay away from them. The only time we received communication from them is to demand payment before the job was completed, and after their offices error. When I went in the first time to pay I asked SEVERAL times to make sure everything was done, and was told yes. Now all of a sudden they wanted more money. Regardless of human error it is not my responsibility to know their system, I did my part and asked if everything was all set. Yes I received an additional discount of 200, but that is nowhere near pleasing because of the stress this company caused. Stay away from AVALON!
  Sincerely,
  
  *************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HIRED AVALON BUILDING CONCEPTS TO REPLACE MY ****. WAS TOLD AT THE **** THAT I HAD 2 VERY BAD SPOTS IN MY **** WHICH I KNEW BECAUSE I HAD LEAKING IN LIVING ROOM AND A BEDBROOM. THEY DID THE **** END OF JUNE. THE **** WAS VERY UNPROFSESSIONAL AND MY FAMILY DID NOT FEEL SAFE, WE SPOKE WITH THE SALESMAN WHO CAME AND TALKED WITH THE ****, WHICH ONLY MADE THEM MAD. THEY BROKE A TRAILER IN BACK YARD, THEY NEVER REPLACED WOOD IN SOFT SPOTS ON ****, THEY BROKE GUTTERS AND GUTTER COVERS. WE HAD THE SALESMAN AND HIS BOSS COME OUT AFTER WORK WAS DONE AND THEY AGREED THAT IT WAS NOT RIGHT. THEY SENT SOMEONE OUT TO FIX THE **** AND CHIMNEY, BUT DUE TO RAIN ONLY GOT THE **** DONE. THEY SENT SOMEONE ELSE OUT TO DO CHIMNEY BUT HE DID NOT FEEL COMFORTIBLE DOING IT SO WHILE HE WAS THERE I HAD HIM LOOK AT THE **** ON GARAGE IN 3 SPOTS THEY FAILED TO REPLACE THE WOOD AND INSTEAD PUT CHEAP METAL ON CORNERS WHICH WERE NOT EVEN ATTACHED TO **** AND IF YOU WALKED TO THE **** YOU WOULD FALL THREW. HE TOOK PICTURES AND SENT THEM INTO THE COMPANY WHO THEN SENT THE SAME **** WHO DID THE *** TO BEGIN WITH I CALLED AND TOLD THEM I DID NOT WANT THEM HERE AND TO SEND SOMEONE ELSE. THEY THEN TOLD ME THAT THEY HAD ALREADY FIXED THE CHIMNEY AND WERE NOT DOING ANYTHING ELSE UNTIL THEY WERE PAID IN FULL.I TOLD THEM THEY WOULD GET PAID WHEN THE *** WAS DONE NOT UNTIL. THEY ALSO REMOVED ALL THE MATERIALS I PAID FOR AND THEY DID NOT USE. NOW THEY ARE THREATING ME WITH A LEIN ON MY HOUSE. THE **** IS SUPPOST TO BE GOOD FOR 25 YEARS WITH THE BAD WOOD UNDERNEATH I WILL BE LUCK TO GET 5 YEARS OUT OF IT. I NOW HAVE TO HIRE ANOTHER COMPANY TO COME FINISH THE ***.

  

  Business response

  08/31/2022

  We have contacted the customer multiple times regarding her concerns, we will be happy to have someone come out and investigate her concerns and make any reasonable required repairs. As a contractor placing a lien on the home is standard recourse for non payment of work that has not been paid for.  I will reach out to the customer directly today in hopes of reaching a resolution. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************, **** Were paid in full for over 30 windows, one double door, October *****. They have yet to deliver the products to this day. I want the windows completed and delivered as agreed per contract of set $30,000.

  

  Business response

  04/25/2022

  Majority of customers windows have been installed.  We are scheduled to be back on Thursday of this week to continue install.  We are still waiting for special order geometric windows from the supplier and those will be installed as soon as they are received.  We have been in communication with the customer and we are aware the customer has been frustrated with weather and supplier delays and we are doing our utmost to complete this project as quickly as we can. 

• Initial Complaint

  08/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sign contract 6/2/21 for new counter tops $2100 I wrote check $1050 which was 1/2. They won't contact me to sch work I text sales rep 7 times and 2 emails We would like the work done or our money back

  

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/24) */ Avalon has reached out to the customer, we let them know that we are sorry for the delay and any lack of communication. We have discussed the project with the customer and we are moving forward to complete the work. Consumer Response /* (2000, 12, 2021/10/23) */ Once contacted by company we were able to schedule appointment for measurement and then install completed. Kitchen looks nice and happy with the final results

• Initial Complaint

  06/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ************ sales guy came to my house 3/31/21 and he asked to see my attic which he looked in and measured to see if I would need any OSB wood. ***** said we fell into code ***** wrote on a white scrap paper what he was going to provide and the amount which I agreed to and I asked for the scrap paper. He said let me write it up. He never went over the contract with me or said he added anything about I might need any OSB just had me sign it. Never Once the whole time ***** was there did he say I might need any OSB and any extra cost I might have to pay. Avalon come strip my roof and I get a phone call I will need to pay 3700. more for 51 OSB to be in Code. I was confused, didnt understand what *** was saying. I told *** I was not happy about it and had no choice but to say ok because you have stripped my roof. I called and talked to **** told him what I thought was fair price, he said he would get back with me. I finally just paid what I thought was fair. Total 7020.0

  

  Business response

  06/21/2021

  We have reached out to the client on multiple fronts and have not heard back yet - first, to discuss the amount owed (balance agreed to for work that was completed) and second to clarify any language as that would be very out of character for the individual noted above and of course, offer any appropriate apologies. We will continue trying to reach the client.

  

  Business response

  03/02/2022

  We will be reaching out to the customer to attempt to come to a conclusion. We believe the balance owed is accurate and are unclear on the interactions the customer says took place.  We are open to a reasonable resolution to the situation and will further review the information we have and communicate with the customer to that end. 

  Customer response

  03/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  i am afraid of Avalon! Would like all communication to go thru bbb 

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

• Initial Complaint

  05/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Avalon Building Concepts in July 2020 for a complete roof replacement on my home. I was told it would take 24-48 hrs to complete the roof. The materials were delivered to my home but no one showed up to complete my roof. I had to call multiple times to figure out when the roofers were coming. Communication was non-existent. The roofers took 1 week to complete my roof. They left materials behind, nails in my driveway, and old shingles all over the yard. It was stated on the contract that they were to use 2X4s to box out where the roof meets the soffit on the dormer as I was having problems with raccoons getting into my attic from that location. The raccoons have returned and were yet again able to get into my attic at that spot. Upon further investigation, I discovered that there were no 2X4s installed to prevent the raccoons from getting inside. The company has told me the soonest they can come out is 06/08 when it is their error to correct immediately. This is unacceptable.

  

  Business response

  06/07/2021

  Business Response /* (1000, 7, 2021/06/07) */ We will be reaching out to the customer today to discuss the concerns and determine how we can resolve the issues at hand.

*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. ↩