ComplaintsforGabriel Roofing LLC

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We initially contact Gabriel Roofing on February 23rd of 2021. We got a quote and moved forward in March of 2021. We paid $10,500 for a new metal roof and matching gutters. We paid all upfront. When we paid they informed us metal was on back order but they would get it on as soon as possible and that they’d come tarp the roof as we had some bad spots so we didn’t get any further damage. No updates were given. We were finally told by the owner that they’d been lying to us and pushing us off as they didn’t have employees to do it. They finally came out to work on the roof on 07/02/2021 and tore all of the shingles off and replaced the felting. Then let us know that they didn’t have the correct metal for the roof. We were told they would tarp it in case it rained and they didn’t do that until we called to say there was a storm coming. Due to time delay and errors on their part **** agreed to credit the labor and cost of the gutters but still complete them. On 08/24/21 the owner finally responded and brought us a check and came to inspect the water damage that had happened. They “fixed” this by painting over it. For two rooms they were in and out within an hour. The gutters were not the correct gutters and we tried numerous times contacting them about having them put them on and they won’t even respond anymore.

  

  Business response

  03/04/2022

  3/4/2022

   

  To whom it may concern,

   

  Gabriel Roofing does not have a contract with ******* ******. We do have a contract with (who we assume is her boyfriend) ***** *****. ******* is however, the one we have dealt with 95% of the time.

   

  On Tuesday, March 18, 2021, ***** and ******* came to the Gabriel Roofing office and spoke with myself, **** *******, and **** ********, the project manager on this job, to make a deposit and sign a contract. We went over colors they wanted, details of the job, etc. The color they chose was Rustic. I informed them prior to signing the contract or accepting payment, that that particular color was very difficult to get and it would be backordered. I told them I was unsure of the time frame but that we would get it ordered and get it here as quickly as possible. I also told them at that time that matching the gutter coil with the roof color would not be a problem. The contract was executed with a price of $10,660.00 (see attached), $9,100.00 for the roof, and

  $1,560.00 for the gutters. At that point they gave us a cashiers check with the remitter being ***** ***** in the amount of $10,500.00. (not paid in full) We explained that we only needed a 50% down payment (which is the standard amount that we require for non insurance jobs) of

  $5,330.00. They said they would prefer to pay the $10,500.00 as they already had the check made out. I once again told them I did not have any idea how long it would be. They stated that was ok and that they were not in any hurry. To my knowledge, nothing was mentioned about tarping the roof whatsoever.

  On Monday, March 22, 2021, I placed the original order with the supplier and paid 50% down. I followed up about a week later and was told then that they could not give me a timeframe but it was ordered. I followed up with them once a week for a month without getting any timeframe at all. On April 29th I placed another order with a different supplier, (even though I had paid a deposit and ordered from the previous supplier) and was told it would be 2-3 weeks. On May 17th, I got word that the material had been delivered to the supplier's yard and to let them know when I wanted it dropped. I informed ******* of this on May 18th, over text, and also let her know that the weather was not favorable but they were on top of the list as soon as we found a good window to get it done, possibly that following Saturday, May 22nd. Unfortunately, the weather did not work out for that day, nor for the following week. On Sunday, May 30th, ******* texted me asking for an update. At that point, I told her the following Thursday through Saturday looked good and that I was confident we could get it done by then. I also stated that it would be done by the end of the week one way or another. I did not deem it necessary at the time to let

  
  

  her know that my metal crew was out of town doing some other jobs because I was expecting them back mid week, and it would not be a problem to get there by the end of the week. That, however, ended up not being the case and I take full responsibility for that. On June 14, I informed ******* that my metal crew had been gone for three weeks and that I had expected them back two weeks prior and that they had been putting me off every few days. I let her know that I had found another crew and that I had checked their work but wanted to have them do some small metal barns prior to having them do a house. Unfortunately, that crew did not work out in the fact that they did not meet the expectations that we have for the jobs that we complete.

  At this point ******* started demanding a refund. On June 23rd, I let her know that my metal crew was back and all was good to move forward. I also let her know that we planned to begin the next day or first thing that Friday. She texted me again that night at 8:35 pm stating that due to the water damage that they already had, they needed the roof done Saturday. This was the first I had heard of any water damage. The forecast changed drastically the next morning and we made the decision not to open up her roof. I texted her and explained in great detail. I also offered to go over and patch or tarp the roof where it was leaking to hold it off until we got there to complete the job. I asked her if she could give me an idea of where it was leaking and that I would go to see what I could do. The only text I received was, “Please just refund us. I won’t ask nicely again. Refund us our money.” I explained that I had already paid for the materials (twice actually), between the two suppliers, that it was non refundable, can’t be returned, nor used on any other jobs because it comes pre-cut to the dimensions of the home. I told her I would be willing to give her a refund minus the cost we had in it or I could give them a partial refund until we were able to complete the work. She said she wanted a full refund. She sent me a screenshot of a text I sent her previously explaining that we could work around rain showers with tarps. I replied and told her that the text I had sent her was based on a forecast of light rain showers here and there and only a 30-40% chance of rain, which was a big difference in what was forecasted for the next several days. She also texted me pictures of interior damage and asked if we were going to pay to have it fixed since **** and I both promised we would tarp the roof. Again, neither of us has any recollection of that conversation with them. With that said, I replied and told her that yes, I 100% for sure would fix the interior as soon as the roof was finished. At that time I apologized for “forgetting” about it. I stated that I would like to be able to come and tarp it to prevent further damage. She replied, “Yes, please tarp it today.”, which is what we did.

  It rained .75 inches that afternoon, 6-25-2021, 2.40 inches the next day, and 3.72 inches the following 4 days, 6/27/21-7/1/21. I felt the choice we made not to open up her roof that day was a good one given the rain that fell. On Thursday, July 1, I texted ******* to let her know we would be there the next day. We began tearing off the old roof the next morning, Friday, July 2nd.

  At around 11:00 am, the supplier called to tell me that when they were loading the metal to bring to us, he noticed that it was wrong. It was the same style and color, but not the lifetime paint and finish. I refuse to use the cheaper painted panels because the roof deteriorates in two years and does not last. I then spent 3-4 hours on the phone with everyone under the sun trying to figure something out. I had no luck getting anything anytime soon. I tried calling ******* to explain what had happened but got no answer. I sent her a detailed text message explaining what had

  
  

  happened and that I was trying everything I possibly could. I told her with it being a holiday weekend, the best I could get anyone to promise me that we would have them at some point the following Wednesday. I explained to her that the roof was completely torn off, wood repairs were done, underlayment had been installed and it was ready to go back together. I also let her know that it was safe not to leak even if it rained but if some rain popped up, we would go ahead and tarp it anyway. I also asked her in the same text if it would be ok to leave our trailer there and if so, where would be a good place to put it. If not, we would take it away. It was at this point, in the same text, that I told her that since we had had so many issues with her job and getting it done in a timely manner, that we would do her gutters at no charge. I would figure out the difference and write them a check. I again asked her to let me know about the trailer. A little while later, she called me and screamed at me, telling me the trailer needed to be moved, and hung up on me. I texted her back and told her that I had lost her call and she said she did not want to talk right now. Prior to her calling back, one of the guys spoke to ***** at the job and ***** told them the trailer was fine and no big deal, so they left the trailer there. I called my guys to make sure they were moving the trailer and they turned around and went and got it.

  On Tuesday, July 6th at 8:00 am, I contacted the supplier to check on the delivery.They informed me that it was on track to be to them by 10:30 the next morning and they would have it to us by noon. I again followed up with them that evening at 5:30 pm and was told the same. I again called them Wednesday morning, July 7th at 8:00 am and was told the same as the previous day. At 9:30 am that morning, ******* texted me to confirm. I told her that it was still on track to be there at 10:30 am. She said if that happens you guys will be at my house at 1:30, correct? I told her it should be at her house by 12:30-1:00. At 12:30 pm, the supplier had not received the metal but thought it would be there on a second truck that afternoon. At 12:27 pm, I texted ******* to let her know this and explained that I did not have a time now and that I had been on the phone with them every 30 minutes and would continue to do so until it arrived. I also explained in that same text that there was a chance of rain that evening and if we did not have the metal in the next couple of hours we would be there to tarp it (which we did). She replied that she appreciated the update and thanks for letting her know. At 5:48 pm the supplier finally received the material but was not able to deliver it to us until the following day.

  We finally received the metal mid morning, Thursday July 8th and began installing it. Unfortunately, 3 panels were damaged a bit and scratched, while 2 others had bad scratches. We did not want to install defective materials so we were unable to complete the job. At this point, the roof was 99% complete and what remained was water tight. We were unable to get the replacement panels for a week. They got to us late Friday, July 16th and we got them installed and the roof was completed on Monday, July 19th.

   

  For the gutters:

  On Wednesday, July 7th, ******* texted me and asked if the gutters were going to match the roof. I replied to her that I had it down to match the siding, but if she wanted red we could do it. This was my mistake, I had put in on the work order incorrectly and had forgotten the conversation we had on March 18th about it matching the roof. I told her this and told her if she let me know for sure by noon I could have it there by Friday. She replied and said sorry, that she thought she had told us she wanted it to match and that she did indeed want it to. She was correct, and again, that was my fault. It was listed on the contract as matching. I told her no

  
  

  problem and that I would get the order in. I did so and it came in that Friday, July 9th, but we were stalled on being able to install it due to the roof not being complete. In the meantime, we installed the same color of gutter coil for another customer and after seeing it, I was concerned it did not match very closely. I let ******* know this on Sunday, July 18th and told her I would like for her to look at it and decide. I told her I would have **** bring a sample to her the next morning. **** did so and it was decided that they did not like the color. She then decided to go with a copper color. Copper is a specialty color and had to be ordered, I did so immediately that day and was told it was back ordered, and this was made known to *******.

  On Sunday August 1st, at 11:10 am ******* texted me and said she was starting to get annoyed. I did not respond to her that day, (Sunday) because frankly it annoyed me. I failed to remember to text her back on Monday as I had planned to do. She sent me another text on Tuesday, Aug. 3rd at 8:38 am and I replied at 9:32 am, after checking with the supplier on the orders, as I had done the day before as well as 2-3 times the week prior. I let her know that I was told it would be on Thursday, but by no means was I guaranteeing that, but that the moment we got it, we would be out to install it. The coil came in to the supplier Friday, Aug 6th, late afternoon. I immediately went and picked it up so we could install it the next day. (This was the second time we had paid for the gutter materials.) It rained that Saturday, Aug 7th and we were not able to install it. I texted ******* that morning at 10:17 am and let her know that it would be Monday morning when we were able to get there to install it. She replied, “ok”.

  We were there the morning of the 9th and began to install the gutters. They had almost all of the sections run and ready to hang when ******* decided she did not like the color. **** went and met with her and showed her that is what she had ordered. She disagreed. At this time it was decided to try again, which meant all of the coil had to be thrown out. I spent the rest of the day trying to locate a different copper color and put in an order for one but was told it was back ordered and was given no time frame, however, this was the best option I could find. This was communicated to *******. On Tuesday, August 24th, at 6:02 pm, I received a text from ******* which stated, “Long time no talk.” At this point it had been 2 weeks since I told her we ordered the 3rd round of gutter supplies and told her it was back ordered with no time frame.

  She said she was annoyed and that this whole thing was becoming ridiculous. She said the water damage spots were starting to get real bad and they still didn’t have gutters and still didn’t have a refund check. She also said that at that point she had no other option to file a complaint with the BBB. I texted her back at 7:04pm and let her know that I could bring the check anytime. I also told her I would check on the coil again the next day. I asked her what day was good for her on the interior work and that my guys could do it Thursday, and asked if that worked for her. She replied that we have been around and around with this and can’t keep doing this. I wasn't sure what she meant, so I texted her again and told her that I had a check with me (I had made it out several days prior but had not been able to make it by there to give it to her), that I was currently in Lockwood and could bring it by as soon as I was back in Lamar. She then replied with, “If you were me right now would you believe me? Legitimately, would you?” I then replied by asking her again if it would work for me to come by that night or if another time would be better. She responded that tonight would work fine. She also went on to say that Thursday would not work for the interior but any other day would. She also said she was not going to wait around for work they had paid for 6 months ago and that she was tired of being understanding. I then asked if Friday morning at 7:30 would work for her on the interior and that I would be

  
  

  coming by to drop off the check as soon as I returned to *****. She stated that Friday would work and asked if they were going to fix all the water damage and not just patch it. I replied with telling her I wasn’t sure what she meant by patching it, but that it would be fixed correctly and that I would like to see it when I dropped off the check. She said that would be fine. I texted her at 8:30 pm and let her know that I was 10 minutes away. I arrived at her house at 8:39 pm with the check and the paperwork to go along with the numbers I came up with.

  I looked over the interior and told her that it was no problem and that we would do it Friday. She apologized for being rude and hard to get along with. I told her no problem and I understood her frustration. I also explained that every color she had picked was not a “normal” color that was stocked and that anything out of the norm was impossible to get right away. I suggested maybe going with a more common color. I told them that I would check on the coil in the morning and would also have **** bring the gutter coil samples out to them on Friday while the interior was being done to see if there was anything else they might want instead. I texted her on Thursday, Aug. 26th at 7:04 pm to confirm Friday morning at 7:30 was still good to which she said, ok. The interior was done that day. The ceilings were treated with Kilz to remove the stains and painted new. This was all that needed to be done, and as far as we knew, they were completely happy with it. **** was also able to meet with them that day to look at the gutter coil colors again. He left the samples with them and she sent a text at 2:10 that afternoon asking if we would be able to get Colonial Blue. I checked with suppliers that afternoon and was told they had it in the store in Wichita and could have it here the following Wednesday. I let ******* know this and she said that sounded good.

  On Monday, Aug 30th, I got a call from the supplier saying they had the gutter coil but not the downspouts and the manufacturer had no plans to produce any of that color anytime soon. I let ******* know this that day at 12:08 pm. I told her that the traditional blue from a different supplier looked very close from what I could tell and I sent her a picture. She replied that that was fine. I had **** take the sample to them the next day so they could see it in person to make sure it was good with them. After meeting them and leaving samples with him, they let him know they wanted Scotch Red. The problem with that is it is unavailable, as explained to them from the start, and is why we originally had the Colonial Red instead that was not a close enough match. So then it was decided to go with Traditional Blue. I put the order in the next day. I have checked on it once a week since then and have been told each time that it is still backordered. This has been relayed to ******* time and time again. I was told as of March 1st that the manufacturer was to begin producing all colors again and it should be available very soon.

  On March 3, 2022, I called to check with the supplier and was told that the manufacturer is producing all colors again and that the Traditional Blue should be available by mid next week. I plan to follow up with it on Monday. I also plan to check with ******* and make sure she still wants that color prior to paying for it. If materials are available by midweek (and she still wants that color), as well as long as the weather is conducive, we will have the gutters hung by the end of next week.

  In closing, I would like to say that we could have done things a lot better on this project, and I take complete responsibility for it. I will also say as you can tell from reading all the above, that if anything could have gone wrong on this project, it did indeed do so. I would like to point out that I feel as though we have gone way above what we should have had to on many financial

  
  

  aspects of this project. We had to pay for the metal twice (received a credit, not a refund, from the first order), which I chose to do in hopes of speeding up the process. We have purchased all the gutter materials twice with a third time coming, and I do not feel either of the first two times are on us. She picked the colors and then did not like them when they arrived. The second time the gutters were made and had to be trashed. Additionally, we had to pay the crew for their time building the gutters only to have to throw them away. On top of that, we are doing the gutters at no charge to ******* and ***** because I wanted to try to give them a big discount because the job had gone so poorly. The interior work we fixed and paid for was not anything remotely close to our fault. Again, I was just trying to make the customers happy. To date, we have

  $12,593.12 in the job and we will have anywhere from $1,250.00-$1,400.00 more into it by the time we pay for the gutter material a 3rd time and get it installed. This will be around a

  $3,300.00 loss. My point being, we are taking a loss, but doing so to try and make them happy. We will plan to move forward as outlined above and get this done and behind us. I also need to disclose that after reviewing this file, I discovered that I had figured the invoice incorrectly and as a result, we still owe them $30.00. I will get that taken care of as well.

  Please see attached:

  - contract

  -invoice

  -copy of check to us

  -copy of check given to customer

   

  I appreciate you taking the time to read this and apologize that it is so long. **** *******

*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. ↩