ComplaintsforStephens Roofing & Remodeling

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I chose Stephen's Roofing & Remodeling (***) to replace my roof after the hail/wind storms in late April this year. I was reassured multiple times verbally and in writing (see attachment) that "...the only thing you have to worry about is your deductible. There was a big gap between what insurance would pay and what SRR wanted. The original contract was for $16K but was reduced to $14,317.83. On 7/11/2023 I paid SRR $10,431.59 and it is noted in writing by a rep of SRR that that amount Includes Deductible = $3,420.00 It also shows the old contract amount of $16K. (see attachment)After the work was finished, the final payment by my insurance company of $2,765.49 was transferred to SRR.Now SRR keeps contacting me for the $1,120.75 that the Sales Rep (just guessing here) did not negotiate with my insurance as he said that he would in the attached email.When I talk to Accounts Payable at SRR, they keep trying to bully me into paying more than my deductible and saying "the contract". Excuse me but that is not the last document "standing". I have paid my deductible of $3,420 and that is all I owe per SRR in writing on the attached documents.

  

  Business response

  10/19/2023

  Thank you **************** , it seems there was a mistake made in accounting .

  I will have it corrected .

  Thank you for bringing it to my attention. 

  Customer response

  10/19/2023

  Complaint: 20748184
  
  I am rejecting this response because:

  While I appreciate SRR's fast response and acknowledging "...there was a mistake made in accounting. I will have it corrected."

  I need communication from SRR stating that I am paid in full. Then I am satisfied.
  
  Regards,
  
  *************************

  

  Business response

  10/19/2023

  I have tried to call you to go over this . If there is way you can call me i would appreciate it , i know these insurance paperwork can get confusing but i corrected our end to match exactly what your insurance allotted which is exactly $14,317.83 and you have paid exactly $13,197.08 which leaves an exact balance of  $1,120.75

  the way it breaks down is as follows and it is also on your insurance paperwork . Insurance allowed $14,317.83 the insurance took out the amount of (3,420.00)  which is your deductible and this is what you are responsible for and of which you only paid $2,765.49 of which leaves a balance of $1120.75.  I have attached the insurance summary . the first check you gave us in the amount of $10,431.59 does not include your deductible .

   

  Thank you 

  Customer response

  10/20/2023

  Complaint: 20748184
  
  I am rejecting this response because:
  
  Well BBB, now you can see the problem; SRR says one thing one day and something else the next.
  
  Message From Business1: SRR said, "Thank you ****************, it seems there was a mistake made in accounting. I will have it corrected. Thank you for brining it to my attention."  
  SRR admitted they are in error, but gave no resolution amount so I rejected.
  
  Message From Business2: SRR responds with what I owe and the numbers MATCH the original amounts in error exactly! So the first response from SRR was a mistake, or an outright lie?
  There are other mistakes in SRR's reponse: "Insurance allowed $14,317.83. The insurance took out the amount of (********) which is your deductible and this is what you are responsible for and of which you only paid $2,765.49 of which leaves a balance of $1120.75. I have attached the insurance summary . the first check you gave us in the amount of $10,431.59 does not include your deductible."
  Error #1: $2765.49 was NOT part of the deductible.  It is the Recoverable Depreciation which SRR was paid. I have the receipt.
  Error#2: "...$10,431.59 does not include your deductible."  Yes, it does.  It literally says "Includes Deductible = $********".  And I have documentation that that is all I owe. 
  
  It is apparent to me that there is a huge training and communications need at Stephens Roofing & Remodeling.  After working in sales for over 40 years, I would wager that the error occurred between the Project Supervisor and the Sales Rep and who knows else.  My personal experience is that when Sales messes up, they try to get the customer to pay.  Sorry, guys!  I never did that to my customers.  I took the hit to my commission as any respectable individual would.  (fyi, I am currently without a phone until iPhone repairs are finished.)
  
  Regards,
  
  *************************
  

  

  Business response

  10/23/2023

  thank you *************** . I have tried to reach you several times to no avail .

  the numbers do not lie doesn't what any sales rep says . we did our part of the agreement to meet the insurance final price and we did just that . The balance you owe is $1120.75 if this something you need help with i would be more than happy to put it on a payment plan or try and figure something out for .

  When you get your phone repaired please contact me , so we can figure this out .

  thank you 

  Customer response

  10/25/2023

  Complaint: 20748184
  
  I am rejecting this response because:
  

  Numbers do not lie, but people do.  You stated, "the numbers do not lie doesn't what any sales rep says ."  
  #1 You response is an improper sentence.  I am not sure what you are trying to say here.
  #2 I am guessing you are saying that what any sales rep says does not not matter.  So the original contract is null and void then?  Thanks for admitting that.
  SRR cannot even write a proper response without making more mistakes.  Again, please refer to both documents that confirm that I have paid my full deductible and that that is my only financial responsibility
  

  Regards,
  
  *************************

  

  Business response

  11/06/2023

  Ok please know that you have not paid your full deductible , our next step is to report this to your insurance and let them handle it , in the meantime we will be placing a lien on your home.

  Thank you 

  Customer response

  11/13/2023

  Complaint: 20748184
  
  I am rejecting this response because:

  I have paid my deductible of $3420 in full per the 7/24/23 receipt signed by your Project Manager (whom I will not name on a public site).
  
  Are you saying that signed receipts from you company, Stephens Roofing & Remodeling, mean nothing and customers should not sign anything presented to them by Stephens Roofing & Remodeling as it is not taken seriously?  I can read nothing else into your responses.
  
  I asked my neighbors early on for advice was advised to go through the BBB.  They are shocked that I am being threatened with a lien by Stephens Roofing & Remodeling when there is a signed receipt for the amount in question!  
  (I live in a 55+ community about around 900 HH).
  
  There was a mistake made but it was not my mistake per YOUR documentation.  Please stop threatening me.
  
  Regards,
  
  *************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible service! I hired them to come out and repair a couple of places on my roof that I knew needed fixed. The guy that came out to survey my roof said they would fix both spots as well as provide some preventive maintenance. They came out Tuesday, March 15 and were at my residence for MAYBE 1 hour tops. They only fixed one spot and didn't even touch the other place I had told them I needed fixed. I was also told BEFORE the service that after the work was completed they would have an INSPECTOR come by to collect payment. Saturday, March 19, LESS THAN A WEEK after they supposedly provided preventive maintenance work, I had multiple shingles fly off my roof. I called them Monday and they said someone would by Tuesday morning to check it out; nobody came by. Thursday morning I receive an email and phone call asking for payment. I told them I'd be more than happy to pay them once they finished my roof. I spoke with ****** and *******. ******* told me she'd talk to the crew and get back with me as well as send someone out Friday morning. Nobody came out Friday morning and ******* still hasn't gotten back to me. Turns out my neighbor used to do roofing, he went up on my roof and apparently ********* Roofing didn't bother to actually survey my roof completely. My neighbor informed me I have fiberglass showing, wind damage, and a soft spot in my roof. NONE of which were addressed by ********* Roofing. I decided to educate myself more on roofing and this company is trying to charge me $750 for MAYBE 1 hour worth of work and about $50 worth of materials. I asked ****** for an itemized receipt that included the price I was being charged for materials and labor and was told they don't do that. I don't even want to do business with this company anymore. They can come out, take the few replacement shingles they put on back and I'll pay them for the ONE hour of labor they did and then I'll hire someone else to replace my entire roof (since that needs done but ********* Roofing

  

  Business response

  03/28/2022

  thank you ********************, two things 

  1st we did complete the repair you hired us to do , the charges we made are based on the minimum rate . The repair techs are not out there to loli gag they are there to get things done 

  2nd. from the time of your reapir and the time your neighbor got up on the roof there was actually a storm that hit your area with tornado winds and hail both of which would cause damage to your roof.

  We would be more than happy to go out nad inspect your roof and help you with your insurance process 

  Customer response

  03/28/2022

  Complaint: ********
  
  
  I am rejecting this response because: the "repair" work they did do is extremely poor quality. They used scrap tiles from a different jobsite, they don't match the color of my roof (the new tiles don't each match the colors of each other). The repair is not straight over the ridge of my house. You can actually see where the old tiles where a quarter of an inch over. They are not secured down and you can see the tar around the edges of the tiles. They claimed they did preventative maintenance and yet the second picture very clearly shows an exposed nail head. The damage in the second picture is also clearly not caused by weather damage, it was a tree that caused that damage. The company claims they have pictures of my roof that show it's not damaged prior to the storm. I would love to see those (because they don't exist). If you listen to the first phone call I made, I very clearly asked for the tree damage to be repaired, it wasn't even touched. They also said they didn't have before pictures of my roof and then 3 days later they're saying they do, so they lied to me about one of those. They never informed me of the other roof damage I had. They can try to claim it was the storm all they want, but anyone who knows anything about roofing knows that soft spots happen over years, not just one storm. This company obviously has no integrity and is just trying to take advantage of people by overcharging them for extremely poor quality work. I'm asking for a reduced price because my roof is in such bad condition that I'm having someone else replace my entire roof. They didn't bother to tell me I should replace my whole roof from the beginning like they should have. They were just going to slap a few shingles on, way overcharge me, take my money and then claim the storm messed up everything else. They didn't even perform all the work that was agreed upon, even though they're claiming they are. This company outright lies to people and tries to take advantage of people's lack of knowledge of roofing.
  
  
  Regards,
  
  
  ***************************
  

  

  Business response

  03/30/2022

  ******************** , i do not appreciate you insulting my integrity ! We have been in business for 30 plus years under the same name and ownership and have never taken advantage of anyone ! as a matter of fact i have helped more people out of bad roofer situations than anyone in town !! We did the repair you contracted us to do and yes your roof was damaged by the storm that the area on march 21, I can not control that !  It appears you are creating these false allegations because you do not want to pay full price of the repair, if you doing this to get a discount ALL you have to do is ask for one!! insulting someones integrity is not the best way to get positive results .

  i will authorize the office to give you a $200 dollar discount to help you out ..

  thank you 

  Customer response

  03/31/2022

  Complaint: ********
  
  
  I am rejecting this response because: you are now lying about my roof being damaged by the storm. The soft spots that you failed to tell me about in the first place take MONTHS to Years to form; as a roofing company you should know that. There is also tree damage from a tree that was cut back about a month before you came out. It is very obviously TREE damage. I'm not asking for a reduced price because I can't pay it. I'm asking a reduced price because the quality of work you did isn't even remotely good and you've wasted my time. And $200 off is not enough. The job you did is not worth $550. Especially since I'm having to have my WHOLE roof replaced by another company because YOU failed to inform me of the condition it was in. I've had multiple people tell me I shouldn't pay you anything for how bad it is. However, I'm willing to give you $200 TOTAL for your time. You didn't even use new materials, the "repair" is literally scrap material that was probably leftover from a different jobsite. You have also still not sent me the pictures you said you took of my roof before and after. And as far as integrity goes, having your inspector yell/argue at a customer on top of the roof for the whole neighborhood to hear is not professional.
  
  
  Regards,
  
  
  ***************************
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a claim with my insurance to fix multiple leaks in my laundry room. The insurance approved funds for a roof replacement & to repair the water damage to the interior of the house. I called Stephens Roofing for an estimate to do a roof replacement. I agreed to their estimate of $10,840 & set a date for the job. They didn't show up on the scheduled day because they said they were behind. When they arrived on 1/12/2022 they immediately said there was a ************ was going to be $4,820 more for "removal of cedar shake shingle and additional decking." I told them I wanted to wait so I could call my insurance but they got upset & didn't want to wait because they were already behind schedule. The appraiser who gave us the original estimate sent another contract that needed to be signed ASAP & said not to worry because they were going to file a supplement with the insurance. I trusted ************* for the additional work to be done. Work was completed & on 1/20/22 I received my invoice for $15,660. The next day, 1/21/22, I went in to the office to give the 1st insurance check for $3,832.56. The girl in the office took the check & gave me a receipt with my remaining balance of *********. I told them I was waiting for the 2nd insurance check & would call them once it came in. On 2/10/22, ******* of Stephens Roofing called me & asked about the status of the payment. I told her I would pay my remaining balance of $11,827.11 that week. She then tells me my total was now $18,000. I told her she is ************** proceeded to argue with me. Then, on 2/28/2022 I received an invoice by mail saying the total for my roof repair was now $19,554.99. I called the ************** said there was a new ********** made an error & would send the correct invoice. He also said I would have to pay another deductible even though I paid one through my insurance. A week later, another invoice for $19,554.99. I called/emailed him but he is not responding. I feel like I am being scammed.

  

  Business response

  03/14/2022

  The insurance company requires homeowners to pay the deductible that is why the insurance removes the deductible amount from the settlement amount because the deductible is the homeowners responsibility.

  insurance allow us the contractor to make supplemental claims because since the pandemic there has been a shortage of materials and labor so the time to get roofs installed has been delayed for all customers .

  The claims process can be confusing and we would be more than happy to take our time and explain it to her , I will have one of our staff call her and explain the process .

  Customer response

  03/14/2022

  Complaint: 16890280
  
  I am rejecting this response because: Stephens Roofing's response is dancing around the real issue. I have original contracts that I signed stating that my original estimate that I agreed to before work was started would be ****** AND that I also authorized a supplement for additional work to be done that day for *****. That totals to $15,660. I also have an invoice sent via email from their office in the amount of $15,660 on 1/20/2022 that is 7 days after completion of the work. I have a receipt signed by an AUTHORIZED REPRESENTATIVE from their office after making a payment of $3,832.56 and that signed receipt STATES my remaining balance is ********* on 1/21/2022.

  Beginning 2/28/2022 I began receiving altered invoices that were BACKDATED to December way before work began and WAY before the workers discovered additional decking was needed. In those altered invoices, Stephens Roofing is trying to claim that they did both the exterior replacement AND the interior water damage repair and they are trying to claim the funds I am to pay a SEPARATE 2nd contractor for the repair of the interior water damage. Stephens Roofing DID NOT do the interior water damage repair only the agreed upon replacement of the roof and the supplement work on the **** EXTERIOR. I am contacting a lawyer tomorrow and I will contacting the media if Stephens Roofing does not honor the original amount we agreed upon on 1/20/2022. I have ALL invoices and receipts and can prove they are attempting to price ***** and scam innocent consumers. I am ready to pay the balance that is on THE SIGNED RECEIPT dated 1/21/2022.
  
  Regards,
  
  ***********************

  

  Business response

  03/15/2022

  thank you ************* , if you would read the actual contract you signed it states that "all supplements to be paid to stephens roofing" we do this because the insurance companies allow us to supplement for additional funds due to the delay in installs . also on you insurance paperwork the insurance has provided you with a clause stating that the contractor may submit for updates and supplements .

  i would be more than happy to come out personally and help you with any further questions you may have , please *************** and have them schedule me at your convenience , my name is Edward 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 8/27/21 with estimated start date of 6-8 weeks. It required repeated inquiries from home owners and almost no communication from company for work to finally start in mid-January. Continued problems with trash/unsafe work environment for homeowners (not just in area materials are stored). Attempt by contractors to use different materials than contracted for. Paint from siding getting into brick exterior. Significant lack of communication from company. Email of complaints I sent to company attached. If you would like company response I can forward those emails as well.

  

  Business response

  02/28/2022

  thank you for reaching out , from i can see on schedule our guys are out there now .

  Customer response

  02/28/2022

  Complaint: 16814864
  
  I am rejecting this response because:
  

  I have attached pictures of the email dialogue, the company has not addressed the questions in my email and is not waiting for my response about the backing board before moving forward with the project. They also failed to obtain a permit for this project.

  
  Regards,
  
  *********************************

  

  Business response

  04/04/2022

  the job was completed according to the contract and the job is being painted today. 

  thank you 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for $19,600 to have ENTIRE our roof replaced. The installation was due to occur on 30 Aug 2021 but bumped due to scheduling/weather conflict. 31 Aug 2021 the men show up at our property to do the job with nothing more than a ladder stating the others were on the way. Using my husbands drill (and without fall protection) they get on the roof and start removing the metal roof. Two hours later they are told to put the panels back and leave without explanation to us. Later in the day, and addendum is emailed to my husband stating we owe them an additional $6,500 for materials because "they didn't know we also needed substrate and support structure under that". That is a LIE. We showed the sales rep in TWO separate locations AND told him no less than THREE times that was a known problem. He then showed our insurance adjuster the SAME thing!

  

  Business response

  09/20/2021

  Thank you , we are currently working with the customer and the insurance company on getting this matter resolved . we are submitting an xactimate supplement with the proper reference codes to the insurance .

   

  Customer response

  09/21/2021

  Complaint: 15840064
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

• Initial Complaint

  08/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A request for repair was submitted on 6/28 to Stephens Roofing on a roof they installed where the warranty expires Aug 2021. Never receiving a response, I called on 7/2 and was given a repair date of 7/14. The tech never showed and left a message at 7:50pm telling me to call the office to reschedule. I called and they rescheduled the repair for 7/20. I took off work for a second time and it wasn't until I called at 4pm and 4:30pm because the tech still hadn't showed that he arrived. He agreed about the required repair to fascia and 1x2 under drip edge due to their failure to offset minimum shingle requirements. Pictures were sent to tech of the damage and appt was scheduled when I called the office again the next day for 7/28. They agreed to fix the shingles and wood rot caused by their failure. On 7/28, tech arrived at 12pm and did not know he was fixing all the agreed items. Tech left to get materials and did not return. Had to call office again and am now being given 8/19

  

  Business response

  08/04/2021

  Thank you for reaching out , I know scheduling has been an issue for us due to the I climate weather having the highest number of rain days fir a summer in years . It seems that the repair has been scheduled for august 19-2021 . 
  also generally wood rot is not usually covered under warranty because we can not control the natural degeneration of wood caused by weathering process , but because our tech told you they would fix we have it scheduled. 

  Customer response

  08/09/2021

  Complaint: ********
  
  I am rejecting this response because: the wood rot, as inspected by your general contractor, was a result of the roof not being properly insulated.  Not only were the shingle not of the minimum, layering of materials was not done correctly, and nails were shot through the vapor barrier when the roof was installed; therefore creating punctures which led to the wood rot of the fascia.  I was told by the general contractor that this is a top priority when he examined our roof on 04 Aug but I have yet to be contacted with a date of repair.
  
  Regards,
  
  ****** ****** *******

*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. ↩