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:04/15/2025

  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 company caused $2133 in HVAC damages that three representatives refused to cover. Representatives claimed the damages were not their responsibility because of their contract. The exact verbiage from the contract is, "The Contractor is not liable for damage to hidden water, electrical, gas, and/or HVAC lines."
  However, in the photo sent of the damage, the HVAC line is clearly visible.
  When we pointed out that the line was clearly visible, they claimed they were still not responsible and would cover just $250 of the $2133, but only if we removed the 1-star Google review we had just left.
  After several attempts to get in touch with the contact on the contract and the business owner, we got no response.

  Business Response

  Date: 04/15/2025

  While nailing the new shingles on the roof of Ms. *******'s home, a 1 inch nail punctured a coolant line that was improperly installed too close to the deck of the roof. While doing this work, from outside on her roof, it was not able to be seen. We did offer to call an HVAC contractor for them to quickly get the problem resolved, however,  per the signed contract for this project (attached), Charleston Roofs and Windows is not responsible for this type of damage, nor the costs associated with its repair. Ms. ******* called our office, got the same answer about it being in the contract she signed and began cursing our employee. We politely asked numerous times for her to stop cursing and when she didn't, we politely told her to have a nice day and ended the call.  The contact person on the contract is no longer employed with Charleston Roofs and Windows which is why there was no answer when she called that number. As for the business owner not answering her call, I am sure she does not have his number, so that call couldn't have possibly been made.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because the attic was inspected by a representative prior to work starting and the company representative did not mention any concerns prior to beginning work. As stated, the HVAC piping is clearly visible, and it is the responsibility of the company to let a homeowner who knows nothing about roofing or HVAC to know of the risks involved. Not only was nothing about the location our HVAC piping mentioned prior to work beginning, but the representatives immediately denied accountability without inspecting the damage themselves.
  
  
  
  Sincerely,
  Christen W*****************

  Business Response

  Date: 04/17/2025

  Good afternoon.

  In response to the attic inspection, the homeowner is correct, we did an attic inspection (photos attached) and the area where the coolant line was run was in an area that had less than 12 inches of clearance and could not be accessed. So again, there was no way for us to know the coolant line was there. As we stated previously, the line was not "clearly visible" as the homeowner claims, neither from the attic and most definitely not through the underlayment and plywood, from the roof, when installing the shingles.

  Attached is a copy of the email that was sent to Mr. ******* on April 7, 2025, 7 days prior to the roof being replaced, encouraging him to review the Customer Expectations document, which states again that any lines, plumbing, electrical or HVAC, that are installed next to the decking is against code and accepted installation practices and that we request to be notified of this situation to avoid roofing nails subsequently impacting these areas. 

  When contacted about this issue, both the Project Manager and the Office Manager tried to direct Mrs. ******* to the contract that Mr. ******* signed on 4/7/25 and were immediately met with being cursed at by Mrs. *******. She was asked to stop cursing to which she went on a F-word rant. If we had been willing to negotiate any part of this with the customer, she wouldn't stop screaming and cursing long enough to have heard it. With that said, we did NOT feel the need to take responsibility for it because it is clearly called out in item 4 of only 18 lines of conditions which again the customer is urged to ready with the statement "Please read the following terms and conditions carefully". This is located directly the below the contract total.

  Furthermore, this complaint with the BBB, as well as the negative reviews posted on Google and Yelp were initiated by Mrs. *******, not Mr. **** *******, who was our point of contact from the start including setting the appointment, signing the contract, and being notified of every step in the roof replacement process. When Mr. ******* was contacted by the Project Manager at the time of the incident, HE was reasonable and understanding. Our company should not be penalized by the opinion of Mrs. *******.

  For reference, The ICC 2015 Building Code Section M1411.7 Location and Protection of Refrigerant Piping states "all lines need to be a minimum 1-1/2" away from decking".

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because, as stated, the company directly admits to inspecting our attic and never directly saying the HVAC lines could present a problem. The fact that the person who did the inspection and was the representative on the contract signed is no longer with the company further evidence that accountability is clearly being dodged. 

  Also, as stated previously, it is incumbent upon the company to inform the homeowner who does not know anything about roofing or HVAC that there is a clear and present problem that could arise. However, this was never brought up. 

  Any effort to paint the wife, half of the homeownership and family, who was present during the work and available to take extra time to deal with damages only due to being off for Spring Break, as unreasonable and uniquely discontent is blatantly misogynistic. Both homeowners very clearly communicated that the damage was unacceptable and tried to get more than one representative to take accountability for the company's lack of communication prior to the job starting without success. 

  
  Sincerely,
  
  Christen W*********-*******

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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.

  January 2020 my insurance company (State Farm) paid Charleston Windows & Roofing a total of $12,000 for a total roof replacement. This amount included my deductible, which was over $3,000. In November 2021, I had a roof leak in garage, which they said was loose clamps and they fixed it. In April 2022, I began to have leaks in the ceiling and the chimney areas. I contacted the roofing company, they said it was chimney flashing issue. This went on for a couple of months, and in June 2022, supplies ordered from Lowes. The roofer came and worked on the roof, but the leaks continued to get worse every time it would rain, When it did not rain the leaks would dry up, but when it rains heavy, the ceiling again becomes wet. I kept in constant contact with them because I saw no resolution from the work they were doing, but things were getting worse. The more it rains, the ceiling would leak and it was spreading. In July 2022, a new leak in window area of the same room. I had to use jars and a bag to catch the water. I notified them. I was told on August 1, 2022 via a voice message that my issue is hvac and all they could do is cut out the ceiling to see where the problem was and if it was hvac, I would have to endure the cost of repairs, and from a roofing stand point, there is nothing more they can do. I went in damage control at that point. Paid 2 hvac inspectors and had 3 roofing inspections done by other roofers, who found roofing issues. I paid $1900-chimney flashing, $800 -rotten window repair-window area, $2,300 interior work. I currently have a leak in my kitchen since thanksgiving 2022. I am unable to pay for repairs because I exhausted my savings. The roofer came 12/02/22 and 02/25/2023 (kitchen), promised to call me back in a week. I never heard back. I have emails, text, videos, pictures, and phone messages to prove what I am saying to you. I want my kitchen repaired and a refund of what I paid. PLEASE HELP!

  Business Response

  Date: 04/19/2023

  We have worked with this customer since her roof installation in January of 2020.  Our team has been out no less than 10 times to attempt to diagnose and repair any roof leaks.  The primary area of concern is in a vaulted ceiling, with no access via the attic.  

  Photos from our original inspection in 2019 showed existing interior damage in multiple areas of the home.  We do not know if these interior stains were ever repaired after our roof replacement project was completed.  We have used moisture readers on multiple stain areas during our many trips to the home (most recently on 03/04/23), and determined these were not active leaks, but appeared to be pre-existing damage.  Our view was that the stains had not grown over time, and were likely not caused by a current roof-related issue.  All the roof decking has been in great shape throughout our inspections.

  During our inspection in October of 2021, we found the attic had no insulation (images attached), which could cause moisture issues on sheetrock and eventually the ceilings throughout the home.  There was no active staining on the roof decking from rain, so this was determined not to be a roof-related issue.  We found an h-clip between two pieces of plywood that had popped up, and this was fixed.  The roof decking was dry in this area, so it wasn't an active roof leak.  We haven't found a roof leak yet on any of our inspections.

  The roof has been inspected by our team multiple times with no roof-related issues identified to cause the leak. We suggested that it could be a ductwork issue, and spoke with two HVAC companies (images attached) regarding the area of concern.  Neither of those companies were able to determine if this was related to ductwork because of the vaulted ceiling.  They would need to cut out sheet rock to access the HVAC ductwork, which the customer refused.  We explained if it was an HVAC issue, we would not be responsible for repairing the interior area.  If it was a roof issue, we would cover the costs associated.  We followed up in August of 2022 and again in September 2022, after explaining the HVAC companies were not conclusive (did not identify if it was a ductwork issue), and she did not respond.  When she did respond in late November, she was now referencing a separate problem area in the kitchen.  

  I've attached photos from 11/27/22 and 02/24/23 that show the stain has not grown.  In December of last year, we asked her to put a pencil line on the stain to track any growth, which was never done.  We offered to do a full interior inspection with moisture readings, then she started rescheduling all her appointments multiple times.  We are now outside of our 3-year workmanship warranty, and our team has made every attempt to satisfy this customer and uphold our workmanship warranty.  It is our belief that the living room stain is an HVAC/ductwork issue, and the kitchen stains are pre-existing and inactive.  Attic insulation is also a primary concern and can cause these types of issues.  We were not provided with any invoices or details from other roof inspections.