Complaints

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.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The roof failed inspection and a quote was provided before purchased. My 1st appraisal was denied because of the roof condition. The quote included reinforced trusses, however none were originally completed and I paid an extra $2,000 for the 50yr warrenty. They never notified me they were there, and broke into the house instead of calling or texting for the keyless entry code. They gave me $1,000 off for the damages. I reached out multiple times to which they came back multiple times while i wasnt there, but clearly not to code. I am requesting that they pay for another roofing company to fix their work or replace the roof.

  

  Business Response

  Date: 11/13/2024

  Hello,

  
  It is TC Backer Construction's policy and a principle we do business by, that a job is not complete until the customer is satisfied. 

  
  The original work was done according to the contract signed by the customer.  However, since the customer wasn't satisfied with the condition of the framing of her roof.  TC Backer Construction, even though it was not contracted, reinforced and/or replaced the home's trusses at no charge.  Since the customer is still not completely comfortable, we are attempting to have an inspector of her choice inspect the roof at our expense. The inspector's opinion will guide any further actions.

  
  Thank you,

  
  TC Backer Construction, LLC

  Customer Answer

  Date: 11/23/2024

  I tried to respond but the submit link doesnt work.

  Customer Answer

  Date: 11/23/2024

  I still have not received an inspection date. The boards that were installed dont appear to have been properly installed and have gaps between the sistered-in boards. I paid for the quote and gold package upgrade. TC Backer failed to put it in the workorder. If i had an accurate quote, i wouldnt have purchased the property. When the quote was given, I was told the damage wasnt by fire, but after the roof was replaced i was told it was definitely by fire. I wouldnt have bought the property with fire damage.

  Customer Answer

  Date: 11/23/2024

  I still have not received an inspection date. The boards that were installed dont appear to have been properly installed and have gaps between the sistered-in boards. I paid for the quote and gold package upgrade. TC Backer failed to put it in the workorder. If i had an accurate quote, i wouldnt have purchased the property. When the quote was given, I was told the damage wasnt by fire, but after the roof was replaced i was told it was definitely by fire. I wouldnt have bought the property with fire damage.

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am the customer. I did not contract TC ******************** directly, Im presuming its a preferred company that the builder uses/recommends. There are offices in the adjacent 3 states, but this is the only office listed on BBB. Maybe this is the main HQ, Im not sure. *** called both offices in DE and **.  
  

  I didnt want to publicly post any legal binding info and/or ran out of characters to give more. 

  Customer Answer

  Date: 08/14/2024

  1. TC Backer was contracted by ***************************** to do a warranty roof repair. The guys came out, which only one guy barely knew english. We had to use ****** translate to communicate. They worked on the roof to repair the craftsmanship of the connection at the roof and siding. There is one spot where their work is still buckled. Builder was notified and I called TC Backer directly. ****** at TC Backer assured me that she would pull the work order and have the repair corrected. the guys took photos of the buckle (and I have pics and vids of them taking them). ****** doesnt answer my calls now that she knows who I am and they use ****** numbers, so...On Aug 7, 2024, I called again and spoke to ****** to follow up on the status. She said she would relay the info to the service manager and get back to me. No response. Called back a few times and they just hang up or dont answer. I know they have offices in multiple states. Based on the license plates of the work vehicle, I am sure i know which office they were coming from.2. Separate issue but recent time-frame...The same builder sent TC Backer to correct some siding code issues and correct the gutter system. ****** called me and I had to call her back. She did not answer but called after it went to voicemail. She stated she did not recognize the area code. She told me the crew was coming by, since they were finishing up the last few houses in the development. The crew came and did not speak english, again. They were trying to slide siding around but realized that an exhaust pipe is in the way. This means the siding needs to be ordered and cut to its proper size. As far as the gutters, they assessed the work to be done and said they would be back in a few days to do the work. They were never seen again. I reached out to the builder about the siding issue (only one that was legally binding), and ***** told me that all the work was completed. ****** at TC Backer nor the service guy has responded.

  Customer Answer

  Date: 08/20/2024

  Hello, Ive responded with more information and hadnt gotten a response. Just following up on this. 

  

  Business Response

  Date: 09/24/2024

   I spoke with our Production Manager and determined that we are in the process of fixing the issues the customer has.  As with any ******************** project despite our best efforts to do a job to the highest standards.  Other trades who must work after us will bump, bang and push materials out of place while performing their tasks.  We stand behind our work regardless of the reason for the issue.  There was missed communications with Mr. ******* and misinformation given by the builder in this situation.  Since the homeowner had moved in, it took some time to coordinate with Mr. ********* schedule.   The siding has since been repaired and the issue with the gutters is scheduled for Thursday.  Our job will not be done until the customer is satisfied.

  ***** Whare
  Chief Compliance Officer

  Customer Answer

  Date: 09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. There are a few minor superficial things left to address, which I have sent an email on how to proceed. The service, customer service, communication, etc., was very acceptable. I would hire this company directly to do any potential work and/or follow-up with the sustainability of their craftsmanship. They were very reasonable and easy to work with.

  The misinformation that was given by the other party was unfortunate, but this companys responses and service demonstrates the type of professional company they are. It really makes a difference. Doesnt go unnoticed.
  
  Regards,
  
  Ced *****
  

  
  

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Our home was built and we moved in during 2017. Since we moved in we have had issues with our roof (i.e., missing shingles, leaks, etc.) We worked with the builder in the beginning who in-turn had the subcontracted roofing company (who performed the original install) come out and fix the issues, this happened until 2020. At the end of 2023 we again had several leaks. We originally contacted our own roofing company who came out and made us aware that these issues were a result of a horrible original install and the shoddy repair work done afterwards. At that point we reached out to the original roof installation company to explain our history and what was explained to us by another company. They did respond after several attempts, and eventually sent someone out to conduct an inspection. I was even contacted by the general manager who assured me they would make it right. After several follow *** (via email) they finally got back to us after their "inspection." They stated this was not the result of installation and that they would assist us in an insurance claim. We ended up calling another roofing company for yet another opinion, who came to the same conclusion that it was the original install. He did let us know there was minimal wind damage, so we also called the insurance company who sent out ******** to inspect. He too came to exact conclusion that while there were a few shingles with wind damage the majority of the problem was the horrible installation. All we want is a roof, that originally installed in 2017, to be installed properly and to not leak.

  Customer Answer

  Date: 02/21/2024

  Hello,

  I am writing to notify the BBB that TC Backer reached out to us and was here today to make the necessary repairs to our roof. I want to thank them for taking responsibility and doing so quickly once they received this complaint. *****, the *** personally came out to inspect the original job and stayed here the entire day until the work was completed. He kept us constantly informed as to what they discovered and what they were doing. He even did a few things that went above and beyond which I truly appreciate.

  We had a bad taste in our mouth from our first interactions with the company, but they have been turned around with the service that was provided today.

  Respectfully,

  *** & *****************************
  

  

  Business Response

  Date: 03/11/2024

  Hello,

  
  We would like to thank Mr. and ******************* for allowing us to repair and mitigate the issues surrounding their roof.  We would also like to apologize for any inconvenience this process may have caused.  
  Sincerely,

  
  Ty Backer
  TC Backer Construction, LLC
  

  
  

  Customer Answer

  Date: 03/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:03/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We wanted a rubber roof replaced at our office building at *****************, Harrisburg PA. TC Backer Construction was selected and provided a fixed price

  quote. At no point till installation was completed a change order was sent for additional fees; nor was any approval taken. In fact their personnel mentioned that it was their problem and a final invoice was also sent on Mar 30. The Building permit was taken from the City as non-residential (office building) and TC Backer took the permit. We paid first instalment on 10/3/22 and installation was completed on Mar 21, 2023. Various delays occurred as TC Backer never initiated emails or let us know what was needed. This has been accepted as well and I have proof if needed. Today, they tell me that it is not according to commercial guidelines or something. I am a consumer with no knowledge in roof construction/permits but do understand that a non-residential building (office) is commercial. TC Backer has been asked to confirm the warranty with the new buyer so my money is released from escrow. They also need to confirm if roof was done and they are coming up with these discussions of which I have no knowledge. I need to speak with **. ************************ and have asked earlier but was not given his contact details. It has been very frustrating. In fact, we should get some refund for the harassment/delays.

  Customer Answer

  Date: 01/24/2025

  We paid deposit for roof repair in Sept 2022 to TC Backer.  Roof should have been completed within ***** days.  TC Backer kept delaying and finally work was completed around Mar 22, 2023.   However, Buyers inspection company found that work was not done correctly and they also left trash.   TC backer went back and finally work was officially completed in April 2023.
  
   
  
  I asked TC Backer to provide a letter stating that work was completed as per City Code as stated in their proposal.  TC Backer would not do that in-spite of multiple requests that I made till June 2023.  TC Backer would basically not reply.  Our escrow money got stuck with the buyer.   We had to go through litigation as buyer wanted a piece of our escrow as we could not give the letter from TC Backer.  (Finally escrow money was released this week as buyer made some serious mistakes with regards to law and we caught him red-handed.)
  
   
  
  Because of TC Backer, we lost close to $15,000 with attorney fees, costs, interest loss.  TC Backer never contacted me for payment from Mar 30 2023 till Jan 9 2025 (over 20+mos) as they could not provide the letter that I requested.  There was no demand at all from TC Backer for almost 21 months?
  
   
  
  TC Backer was hired as they claim on their website they are GAF Elite as well as best roofing company!  Quality Craftsmanship, quality to Detail, 100% satisfaction was clearly missing.   We owe them money but they should be held responsible for their work as I incurred costs due to them.

  

  Business Response

  Date: 02/13/2025

  Tell us why here...There were delays due to weather.  We also have extensive documentation of attempted correspondences with the customer trying to schedule the start date for the job.  In phone conversations with several of our employees *** ******** was beyond unprofessional, even abusive.  If any customer wanted to speak to *** ******************** a polite phone call to our main office is all that would be necessary. While most of what the customer has claimed is inaccurate at best and a state official recommended filing suit.   In the interest of adhering to our 100% satisfaction guarantee, we are forgoing the final invoice of $17,909.68.

  Customer Answer

  Date: 02/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that the resolution that TC ******************** will forgo the $17909.68 is satisfactory to me.   

  
  However I do not accept that Mr. ******** was unprofessional or abusive as I was around during most of the calls.   In fact, TC ********************'s team was abusive and threatening him.   They did threaten Mr. ******** on phone with Lien etc.   Installation delays were not only due to weather but due to their personnel or operation issues.  Mr. ******** left a message with their office and requested that Mr. ******************** call him. However he never heard from him as far as I remember.  Please also note that when TC ********************'s office called Mr. ********* he promptly removed the BBB complaint when he was assured work guarantee.
  
  Regards,
  
  ******** ********