ComplaintsforAlly Roofing LLC

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  We contracted with Ally Roofing in 2021 to repair our roof. The contract included a warranty against defects, issues with workmanship, etc. Since then, they have been to our home 3 times to repair a persistent leak and confirmed it was due to the work that they had done. We have been trying to work with them to resolve it for the past 3 months and they did not respond to phone calls, emails, text messages, etc. Finally, they let us know today that they are "temporarily closed" and unable to perform any repairs. It's a breach of contract and left us with a roof leak and damaged interior.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Concerned I got my garage roof repaired which was leaking back in May 2022, right after 3 months it started leaking again, they came back upon request and claimed that they fixed it again. Right after 2 months it has started to leak again. Despite several attempts to call and through email, there is no response from them and my roof is worse than before. They have hired non-professional daily wagers to do these jobs who don't even know how to do it properly. I paid them $1618.92 to fix the small area of the roof. Thanks in advance. Best Regards* ****** ******

  Business response

  03/02/2023

  Sorry for the delay.  I wanted to speak with our production manager regarding this matter. We did a repair for Mr.****** back in April 2022. We were out in September and addressed the issue.  As far as we knew, the customer wasn’t having any further issues and this is the first we are hearing that the issue wasn’t resolved.   I hope this helps.  Please let me know if you have any further questions. Thank you! 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered contract with Ally roofing approximately a year ago to replace my roof, skylights and install solar blinds. They did all the work except the blinds due to supply shortages. Since then I have been informed they still can not get the parts, even though they are available on the ***** website for order. I have been attempting to get a new ETA from Ally the last two months, with over 6 calls to them with no response. Their administrative assistant has verified my contact information each time, but they fail to return my calls. At this point I am asking for a full refund of the solar blinds and the billed labor.

  Business response

  06/17/2022

  Hello Mr. ********, I am very sorry that you experienced these issues within your job with us. I know that our production manger Will has been in contract with you. We are happy to make this right. Someone from our office will be reaching out to you shortly. Thank you

  Customer response

  06/20/2022

  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.  Regards, ******* ********

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE 10/12/21 Contract signed Amount paid 11500.00 Had an active leak called ally to come and give estimate for repairs or replace roof. Salesman Jon E****** came to house discussed roof and he inspected roof gave us a few options. We chose the **** coating and relacement of front porch roof and pointing up of chimneys. First Jon told us it would be completed in 10 days to two weeks we stressed the importance because if leak. After approx two weeks they had a delay in getting **** coating. We stressed our concern still leaking. They sent Keith to patch he couldn't get on roof so reached up and put a small amount of **** patch on 4 or 5 nails didn't stop leak.put a small amount of patch on back porch roof didn't stop leak leak got worse. So we called 18 days after signed contract and were told they couldn't do our roof until next year no product available. Meanwhile we stressed our roof leak and can't go into winter with it. At this point they have 5750 of our money half.talked with Jacob and he said they would have to redo contract to come make repair for leak and do front porch and chimneys but no coating and it would cost more. Asked for our money back and they only wanted to refund 4750 saying the patch they did was 1000 we refused to take 4750 saying it didn't stop leaks Keith was on roof only 20 minutes. Negotiated and they said they would honor contract and come and do leak repair chimney and porch.When they arrived they also had coating Nov 6. The front porch roof was put on crooked 3 times they cut back new sub roof and pieced together 3x before drip edge was in proper location. Front porch roof still lopsided from not installing shim on one end. **** coating was applied with wrong knap rollers didn't cover well said they would come back do second coat they only did spots upon return.Roof still leaks Chimneys no one knew how. Chimneys need redo. The work was done by inexperienced workers the work was sub standard. Cleanup was terrible have **** all over.

  Business response

  11/19/2021

  To whom it may concern,On the day of the initial appointment with our Specialist Jon, it was clear that the roof was in terrible condition and needed replacement.Customer indicated that they are not ready to do complete replacement, however would like to do gray **** silicone coating, with multiple coatings already on the roof and porch roof EPDM replacement, as we are not masons, in the contract it states that we will only “touch up chimneys with mortar to make sure the rocks don’t fall off”. Customer paid down payment of $5750.00 in a form of a check on 10/12/21, and right after that our administrative department began the work on their project. We have reached out to ****** Building Department, to find out if we needed building permit for the project. It took them a week to respond to our questions and concerns, no permit was needed. In the meantime, customer expressed his concerns about severe damage that rain has been causing prior. As a courtesy, on October 25th, we sent our Lead Foreman to their house to do emergency patch up, which took time/gas/materials/experience.  We have been trying to find Gray **** coating for their roof, unfortunately, all our vendors were out of the product. Our roofing specialist contacted customer and explained that we were not able to find desired color and can still proceed with the product installation in white color. They did not give Jon an answer. Customer called the office the following day and spoke with Jacob (owner), Jacob apologized for the lack of communication and explained that unfortunately our vendors were not able to get desired color and are looking into next year. He also explained that due to the product specifications we are not able to instal it if it gets below 30 degrees. They agreed that, when Jon gets back in the office on Monday 11/01/21 they will be re-writing the contract and will discuss possible changes.Monday morning customer called the office and spoke with Jacob, unfortunately, John was not yet available. Customer proceed with swearing and yelling on the phone, indicating that they found another contractor. Customer was getting more and more aggressive and conversation ended. The following day they stoped by the office to pick up the refund for down payment. Down payment included deduction for the service call that was done prior in the amount of $1,000. Jacob was not able to explain the reason of the price over the phone, so when customer came in to pick up the check, they began yelling and arguing, name calling. Customer calmed down and spoke with Jacob over the phone, they came to the conclusion that if they want to cancel the contract, they will be charged $500 for the service call and will be refunded the remaining balance for the down payment. However, they asked Ally Roofing to proceed with work. Work began the following week. Our team arrive at the location on Saturday November 6th, 2021. Our team mate noticed splashes of ****, prior they began coatings, on the pathways and documented (picture attached). Throughout the entire time customers were extremely rude and aggressive towards our employees. They were in the way, which was causing dangerous conditions to the both parties.Due to weather and lack of sunlight, our team was not able to finish and was instructed by the customer that they want us to come back Tuesday 9th, because they were having company before then.Monday November 8th, customer reached out to our Lead Forman. He proceeded calling him names, yelling and demanding for our crew to be at his house that day. We tried our best and were not able to come in, because the day was already planned out and we had other customers on the schedule. Customer then called Jon (Sales Representative) began being aggressive towards him and was asking not polite questions about his 2 kids passing away.Our crew arrived at the customer’s location on Tuesday November 9th, they finished the project in the timely manner. Customer was happy with the completed results, he accepted our work, and paid the remaining balance in full. All the work performed was up to the manufacture requirements and up to their standards.Since then they contacted us once, in regards of their chimney. Stating that we promised them repointing the chimney- which was not in the contract. They were rude, again, over the phone.We have not been contacted about any leaks, but will be happy to be there to honor workmanship warranty.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of roof installation: 6/5/21. Amount paid: $7216.00. Signed a contract listing specific high end materials and warranties. Ally broke the terms of the contract by committing the fraudulent act of using and installing a lower grade Ice/Water barrier without my knowledge, approval and going against what was written in our signed contract. When I confronted the Ally employees and supervisor, THEY LIED TO ME. If I didn't notice they switched the product they would have gotten away with a deceitful and unethical practice . Ally received the letter I sent on June 17, 2021 at 1:59 pm (per USPS tracking) . To this date I have not received a response. It has also come to my attention that during the installation of the Ice/Water Barrier, Ally did not follow the Village of Ballston Spa's building code. Ally did not inform the Code Enforcer to inspect the installation BEFORE the installation of the shingles. This is a requirement of the Permit. Therefore, no one inspected what material Ally used or if it was installed correctly. Because of Ally's unethical,deceitful and fraudulent acts, I do NOT trust them. This makes their warranty null and void because I would never trust them to repair or work on my house. I had a 3rd party contractor install new gutters instead of Ally because of my distrust of them. I am looking for a refund of $6040.00. I am also looking for compensation in the amount of $1176.00 for the replacement of the gutters that Ally disposed and destroyed. Thank you for your time.

  Business response

  11/19/2021

  To whom it may concern,During initial first visit with the customer  our representative Joe thoroughly went overproducts and description of our process. Customer mention how he was in a lawsuit with another roofing company. Contract was signed on May 25th, 2021. Our crew began the project June 5th, 2021. During that time we had our new Project Supervisor Caleb on site. He missed the fact that the product delivered was not the desired option picked by customer. Customer indicated it to Caleb, and began accusing us and saying that we were lying and trying to deceive him.Our Operations Manager, Keith C***** discussed with customer how the product we were using is still a great product and got the verbal ok to install it and that we were going to give customer a discount for the cost on the material and inconvenience. After the roof replacement was completed we couldn’t get ahold of the customer, and after numerous attempts to get paid he never returned our calls. We then received a letter that customer attached. Right after that we tried contacting customer again - unsuccessful.He was still in a legal contract with us to do more work and pay us remaining balance. Then we received another email/letter stating that we never had an ice & water inspection for the job but we never did one because we were never paid in full. Per Building department, if project is being done on the weekend, they are not able to perform the inspection and only require pictures of it. 

  Customer response

  11/29/2021

  To Ally Roofing Management, This was NOT an emergency. If I was notified about the back ordered product, I would have opted to wait. I have never sued anyone or any company. This is the first time I ever had to resort to the BBB. You must have me confused with another dissatisfied customer. Going over the video of the incident from my home security cameras, I approached Caleb to notify him of the issue with the wrong product. He called Keith to get clarification. You can clearly hear Caleb repeat what was said to him which was: "So it is Flex." Caleb then stated to me that Keith said it was the *********** Flex that was in the contract. I looked at the leftover roll on my lawn which said '*********** MAT.' It was clearly not the same product that was in my contract. The roof was already ripped off and the inferior Ice/Water barrier was already installed at this point. They were installing the shingles when I went to check on how it was going. I explained the issue again and Caleb again assured me i was the Flex. He then called Keith a second time to get clarification. Caleb then notified me that Keith would be over to discuss the issues.  When Keith arrived, I showed him the leftover roll. It clearly said 'MAT' and not the FLEX that was in my contract. Keith responded that the MAT was just as good. I was in complete disbelief. I again said that it is not the FLEX which is in my contract. He finally confessed that the Flex was on back order from the supplier and the supplier said that the MAT was just as good. The video shows me calmly asking Keith: "Why wasn't I notified about the switch?" and "Why was it installed without my approval?" Keith was dismissive with my questions. He just repeated that it was basically the same as Flex and Flex was on back order. As I stated in my grievance letter:"Seeing how my roof was already ripped off, the inferior/cheaper product was already installed and the *********** Flex was back ordered, my only recourse was to let Ally finish installing my roof." On 6/7/2021 I received a receipt with a balance due of $0.00. On June 17, 2021 you received my notarized letter of grievance. Since that date I have not received any response from your company be it email, phone call, text or letter. That is why I had to resort to the BBB to get a response from you. By switching and installing the inferior Ice/Water barrier product, without my knowledge or approval, Ally Roofing breached our contract. The information about the building/code was directly from the building inspector. He did not mention weekend changed. It is also of concern that the building inspector could not inspect the Ice/Water barrier that you used on my roof. How would you expect a homeowner to react and feel when a product is switched and installed without any notification or approval? If I had not come out to see the progress of the roof, your company would have finished the rood with the inferior barrier and I would not have been the wiser.
  
  
  
  
  

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