Complaints

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• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  we hired this company to replace our roof. We spoke directly with the owner and we paid in full in advance. We chose this company because he came highly recommended from a friend and they committed to doing sheet rock repairs that the two other companies we priced them against could not facilitate in time. We chose them because we did not wanna have to contract out two companies for this after enduring a painful roof replacement with our yard a complete mess for the entire time and trash everywhere and delayed communications. they finally got the roof done. They did tear some of our siding they damaged our covered patio and its difficult getting them to come back out, on top of this, they have gaslighted us when it came to asking for those roof repairs to be replaced to the point that weve been waiting three weeks finally to have a conversation with the owner to say he never told us that he would repair those leaks

  Business Response

  Date: 08/22/2024

  Mrs. **** ****** contacted our company on 06/04/2024 for a roof inspection and looking to get her roof ***laced (Never mentioned anything about sheetrock ***airs). She had been referred by a previous Customer that had worked with ******* Place (One of our sales ***resentatives). Her estimate was emailed on 06/10/2024. On 06/25/2024 the customer created a group that included her husband, our *** and herself. She texted our ***resentative,wanting to move forward with the roof ***lacement. We received her signed contract on 06/26/2024 emailed to the office for the roof ***lacement only, no interior ***airs. Afterwards there was messaging back and forth in regards to scheduling,how the process works and her making sure we were ***lacing all vents. etc.
  
  On 07/02/2024 she asked our ***resentative if we had anyone that we could referred to do interior sheetrock ***airs. Our ***resentative ***lied that we have a crew that does siding but when is not too busy they do that type of work, and we would have the ******* come out and check the damage area when the roof was scheduled to be ***laced to give her an estimate for the interior ***airs. On 07/17/2024 we began the roof ***lacement, and she was concerned about cleanliness; which our ***resentative apologized for and addressed with the *******. On 07/18/24 the roof ***lacement was completed. Unfortunately,the tech that was supposed to come out and check the interior damage for an estimate was working across town and was not able to make it. On 07/19/24 our *** texts Mrs. ****** trying to schedule our sheetrock guy to come out and check the damage. They agreed on 07/23/24 and our sheetrock worker came out to check it out. On 07/26/24 Mrs. ****** contacted our *** asking when we were coming back to do the ***airs. At this point we were confused because we had not provided an estimate yet. On 08/05/24 Mrs. ****** in a text addresses her husband in the group chat saying she had spoken with out *** and that we werent going to do the agreed interior ***airs, that we would charge an additional cost to do them. That she told him (Representative) that they would contact another company. The following the text is our ***resentative showing them previous messages, stating that we never agreed to do any ***airs with the roof ***lacement and it was something ****** up later on after they had approved to do the work.
  
  Our company was contacted for a roof inspection/***lacement from the first point of contact, it wasnt until after they agreed to have the work done, that the interior ***airs were brought up. We never agreed to do any interior ***airs at free of charge. The only signed contract we received from Mrs. ****** was for the roof ***lacement. Mrs. ****** was happy with the new roof ***lacement, and paid in full. After the roof was completed, we tried to explain that the interior ***airs were not included in the original contract and she kept insisting we were supposed to fix her sheetrock. We will provide a copy of the signed contract and the text log between our Representative and Mr.& Mrs. ******* showing proof that she brought up the interior ***airs after approving the roof ***lacement. We never sent estimate for the interior work because we were worried that when the work was completed, she would not pay.
  We pride ourselves in our customer service and have done so since 1980. We tried to reason with the customer, but unfortunately, we could to come to an agreement. We will provide any additional information if necessary.