ComplaintsforGold Star Roofing & Exteriors LLC

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had contracted Gold Star Roofing & Exteriors, LLC ************************************************** phone ************ to do a roof - gutters. They did the ********* ended being $855 more than they quoted. I was called with this additional cost while they were putting the roof on & funds were expected that day to pay them. I paid in full for the roof, insurance denied my claim. When I called to confirm the gutters they had raised the price another $1100. The original quote was $2200 so it was $3300 for gutters. At that time since I was paying out of pocket I requested to cancel the gutter. ******* ******************************* agreed to cancel the order and refund my deposit of $1100. That was 6 weeks ago. I have called daily and they will not return my call Junior stated the order had been cancelled and I would have my refund within a couple of weeks the gutter places was sending them a check. I never agreed for them to hold my deposit to buy materials for their business. I am a consumer. It is not up to me if they are able to order any material again. This is poor business and has caused a financial hardship. I am a single senior female with 1 income & had to get a personal loan for the roof and pay out of my pocket because of the last minute price increase. They are holding materials with the gutter company at my expense. I want my refund of $1100. They agreed to cancel the contract and refund as they stated below. They state they have other customers to use the material so why do I have to wait longer than 6 weeks for a refund? This was their response to the BBB. In today's busines, material is paid for in advance, because the cost changes daily. Our Company does not cancel once the material is being made or held for us at that price. We have other customers that will be able to use this material, so we asked her to wait for them to purchase the material. If we cancel the material, we may not be able to order any material again. NOT MY PROBLEM. i paid $9421 -4.27.22 roof $8321

  Customer response

  07/05/2022

  They paid me the $1100 on Friday July 1st, 2022. I cashed it Friday at their bank. I have no further communication or business for or with them.
  

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company was paid to install a new roof, and was paid in full in August, 2016. Part of the contract's warranty for the new roof was a 6-year workmanship for the labor. The roof has leaked multiple times since it's installation, and the company was contacted. Sometimes someone would come and do caulking, only to have the leak reappear. During yesterday's wet snow, the roof leaked again. In total, there have been three areas where the roof has leaked. The following is an e-mail account of my communications with the company, with the most recent one being on 8/9/21: ****** (*****) ***** <*****[email protected]> To: *************************** Mon, Aug 9, 2021 at 11:31 AM Hello Again Gold Star Roofing: During the rain yesterday afternoon, our roof leaked again. It was in the same area near the chimney that has been leaking before. It leaked earlier this year, but we didn't report it. Per a discussion with Mr. ******** last summer, he stated that there weren't any problems that have been reported with the materials that were used. Therefore, was it the workmanship? Per the contract that was signed 8/16/16, There is a 6-year workmanship warranty. Were the ice and water shield, and other materials installed correctly around the chimney? Also, there was the leak in our master bedroom ceiling that water-stained the drywall under the roof's ridge vent. This happened in early 2020. I've been on the roof several times to caulk the problem areas, yet the leaks keep occurring. None of these leaks occurred until after the roof was installed in 2016. With the on-and-off again leakage, there has to be some decay to the wood that's underneath. If the leaks occur again, I've got no recourse other than to contact the BBB, and the state's AG. Please contact me for an appointment to permanently fix the leaking roof. Regards, ****** (*****) ***** ************  ----- Forwarded Message ----- From: ****** (*****) ***** <*****[email protected]> To: "***************************"

  

  Business response

  02/11/2022

  Our company sent 3 top qualified roofers to water test roof where it was leaking and found it was customers chimney cap, not the new roof. The customer decided to repair it himself. He seems very capable to repair the chimney cap himself. However, he hasn't answered my phone calls so we can determine if is repaired. 

  
  

  Customer response

  02/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  Three GSR personnel arrived 1/31/22 and watered tested the roof with customer-supplied equipment.  The water test was thorough and lengthy.  After not obtaining a leak for over and hour, my wife finally saw a slow leak near where the most persistent leak occurs.  The GSR personnel claims that the leak was from the chimney cap, but that claim can’t be verified 100%.
  Later that day, I applied sealant to the 12 chimney cap areas that were claimed to cause the leak.  I also applied sealant to other chimney areas, several previously sealed areas by GSR, and a shingle edges that was loose from the caulk that was previously applied by GSR.
  Earlier, GSR did remove a nail from a ridge vent area that had a leak, and applied caulk.
  I have not received any phone messages that GSR has called to follow-up on the roof’s status.
  Because of the historical nature of this intermittent leak and GSR’S responsiveness, a period of time is needed to determine if the leak(s) reoccur.  The time factor is why the GSR response is being rejected, yet would be accepted in the near future if there are no more leaks.
  
  
  Sincerely,
  
  ****** *****

  

  Business response

  02/22/2022

  To Whom It May Concern,

      I have personally tried calling several times, with no answer. We did a water test with the owner's water hose. Three of us were there for several hours trying to make the roof leak and it would not leak. Then we tested the chimney top and it was the leaking problem. We also saw a plywood decking nail protruding through the shingles near a valley, which our men fixed. Both the chimney cap and the protruding plywood deck nail were NOT the fault of installation by Gold Star Roofing. The water test and repair will be a charge to the homeowner, so that we can all understand that we were Not at fault.  Thank You ***** *********

  Customer response

  02/23/2022

  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, as long as there are no further roof leaks.  If there are, I'll re-file another complaint.

  My following statements from 2/11/2022 are still correct:

  Three GSR personnel arrived 1/31/22 and watered tested the roof with customer-supplied equipment.  The water test was thorough and lengthy.  After not obtaining a leak for over and hour, my wife finally saw a slow leak near where the most persistent leak occurs.  The GSR personnel claims that the leak was from the chimney cap, but that claim can’t be verified 100%.

  Later that day, I applied sealant to the 12 chimney cap areas that were claimed to cause the leak.  I also applied sealant to other chimney areas, several previously sealed areas by GSR, and a shingle edges that was loose from the caulk that was previously applied by GSR.
  Earlier, GSR did remove a nail from a ridge vent area that had a leak, and applied caulk.

  The only phone message I received from the business was on 2/22/2022.  I returned the phone call and the BBB complaint was discussed, along with other matters.

  
  
  

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

*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. ↩