ComplaintsforKnipp Roofing & Exteriors Inc

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The new roof was installed after a promised date. No problem, two days later, the crew was there, the roof was installed, May 2023. Later in 2023, water stains appeared on the ceiling in the kitchen. Knipp came out, replaced shingles around a stack pipe, checked another stack pipe, and said that a nail was driven into the stack pipe in the aluminum. There are water stains on the ceiling in the kitchen, near the drywall tape in several places. Knipp did respond, and sent out a painter. The estimate was $2500 to repaint the ceiling no contact was received after that, until I initiated it. Ill repaint the ceiling myself, ****** learned. Im out the that money and effort. I gave several referrals to Knipp. Beware.

  

  Business response

  08/12/2024

  We were more than happy to cover the cost of a painter to make repairs to the kitchen ceiling. However, the bid (attached) for $2,500 was not only to paint the kitchen ceiling but to also paint the dining room, foyer and living room. That is not within reason. We're still more than willing to pay for a painter to make repairs to the kitchen ceiling, however we will not cover the cost of the additional rooms. 

   

   

   

   

   

   

   

   

  Customer response

  08/15/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This job has been open for almost a year. Had significant hail damage to roof and gutters. At first everything was explained and follow-*** were made. Although understandably late due to the widespread damage in the area, the roof eventually went up. I was a little ***et that I was told I would receive advance notice so I could move my cars from the driveway/garage on the day but I was blocked in. They also damaged a camera which I didn't report as things were going well. However, the gutters were never installed and I had to call repeatedly. Finally crew showed up with the wrong color and they said they would reschedule. I have been billed several times and spend months of calls trying to figure out when I'd get gutters. I also found and reported several errors with paper work with only have of my gutters being covered. I was told this was all corrected. After more months of waiting and complaining with no return phone calls, a crew showed up unexpectedly and installed the wrong color gutters and didn't replace them all. I'm billed again with no communication and job incomplete. I've asked several times to bill the roof separately so I could go elsewhere but they claimed the insurance made it impossible to do so. Don't know who else to talk to - I either need the job finished before I pay or I'll pay for the roof only and have the gutters done elsewhere. Someone needs to return my calls and emails.

  

  Business response

  02/22/2024

  ************************* had called into Knipp roofing on 5/5/2023 to inspect for storm damage. The lead was generated and an appointment was set for 6/6/2023.  The month wait time was due to the major influx of leads from the recent storms that came through the ********** area.  At that initial appointment the drone was flown over the house and there was a determination that the insurance should get involved due to the amount of visual damage from hail and wind.  The sales manager *********************, had offered to meet with the adjuster but the invitation was not accepted and the adjuster had come out without Knipp Roofing representation.  On 6/15/2023 **** had forwarded his scope of loss from his insurance company for review.  After review it was determined that the insurance company had missed important code upgrades that were needed to legally complete his roof per local Belleville City Code (Ice and Water Barrier R905.2.7.1 and the requirement of drip edge R903.1).  The correct documentation was emailed to Duke and his insurance company for supplement on 6/21/2023.  There was no correspondence between Duke, USAA insurance, and Knipp Roofing until 7/25/2023 when he called into Knipp Roofing and asked if we had needed anything further from his insurance company to proceed with the estimate. After speaking with the insurance adjuster it was discovered that **** did not have code upgrade coverage so the additional cost for the ice and water shield as well as the drip edge would not be covered.  We decided to include the additional materials without charging Duke directly for them.  ********************* had also not covered fascia missing on his ***** end of his home, another service we provided that we did not charge Duke directly with.  In addition to those services we provided, we upgraded ***** roofing materials from a 25 year 3 tab shingle, which the insurance had paid for, to an Architectural 50 year shingle.  During the conversation prior to Duke signing the agreement it had been explained that in order to cover some of these additional charges we could replace his gutters and one of his downspouts verses all of his downspouts. The updated estimate was drafted and emailed to Duke on 8/2/2023 with shingle literature, our current roofing license, and warranty information. **** had followed up with a response email on 8/10/2023 and apologized for the delay asking what the next steps were to get started. **** had followed up with an email the same day (8/10/2023) that the next step was to sign the agreement and select a shingle color. The estimate was signed five days later on 8/15/2023 with a shingle color selected.  The roof was loaded with material on 9/26/2023 and the roof was physically replaced on 9/28/2023.  Knipp Roofing's project coordinator scheduled the gutter company (C&C Seamless Gutters) for 10/27/2023 for the gutter replacement, the color that had matched the existing gutters was called Buckskin.  At this time the Buckskin color was not an available material.  We had found a match by name of *********** (see attached photo) but **** had turned the gutter company away due to not wanting the color they had brought to the job.  **** had called and expressed that he would like the gutters separated from the roofing job and would like to just pay for the roof and cancel the gutters. After reaching out to several distributors ****************** was able to finally locate that material. At this point we had reached back out to Duke and explained that we had found the color of metal that was previously unavailable and asked if he would like us to order the material and finish the gutter portion of the project. He told us yes. The material was special order so it took some time to get the material in.  When the gutter install was to take place a second time, **** again had turned the service away due to Christmas lights being installed on the existing gutters.  The gutters were finally complete on 2/14/2024.  The message log has also been attached for reference. 
  We apologize that the gutters weren't completed within the desired time frame. Unfortunately, with this work being completed by a subcontractor and the unprecedented influx in storms and need for exterior home work as well as a struggling labor market and again, unprecedented weather that impacts the ability to work in the elements, availability of special order materials, etc., the scheduling was out of Knipp's control. However, the timing on this project has not been close to a year. 
  

  Customer response

  02/22/2024

  I appreciate the business sending over the time of events.  Regardless over disputing over the timing, I object that I have turned away the contractors twice.  I turned them away once when the showed up with the wrong color gutters.  I reached out several times without response from the business as to scheduling.  This happened through the holidays in which I had installed Christmas lights.  When I finally got through to the project manager, she was not aware of my lights until I told her I would take them down when you guys are ready.  She suddenly told me the crew came by and couldn't install due to the lights.  I have security cameras - I never saw nor turned away anyone from installing the gutters a second time. The lights come off quickly which I removed right after our phone call.

  My concern is that there is no response to the fact that I am paying (being charged for) all my gutters and not all gutters where replaced.  Further, the gutters are not the correct color to match my house which was the original issue. When someone showed up with color matching paint chips I walked out and discussed what color would match the house.  This was not the color brought to install when I turned the crew away, and not the color that was installed while I was at work.  Because of this I asked many times to pay for the roof job and I would get the gutters done elsewhere.  Rather than do that or call back with a plan, they just showed up to do the work unannounced so I would not be able to go to another company.

  In response to the pricing and coverage - I was told several times that this work was covered by what the insurance was offering for the repairs and not sure why this is part of the response or dispute.

  I again would like the job to be completed - all the gutters with the correct color we agreed to multiple times OTHERWISE I would like the APPROPRIATE amount for the gutters removed from the bill and I'll go elsewhere (the last time someone split the costs, they did not leave enough money to get the gutters done).

  Customer response

  02/22/2024

  Complaint: 21296602
  
  I am rejecting this response because:
  
  The response did not address the issue. I have added more information in the messages. All other disagreements aside, I would either like the agreed upon color and all of gutters replaced as covered by insurance as discussed OR I will be happy to have another installer replace and finish the job in which I will subtract that amount from what you are currently billing me for (which is the total amount provided by my insurance for all of the work of roof and gutters).
  
  Sincerely,
  
  ***************************

  

  Business response

  02/26/2024

  Please see the attached signed contract showing the amount of gutters (82 LF) which is what was installed and (18 LF)  of downspout. That is exactly what was installed. Please see the attached photos. ******************** insisted he wanted Buckskin and we special ordered ******** and installed Buckskin (see attached work order for crew). ************************ fascia is Pebblestone ***** that is the first color we ordered and the color he sent them away with. 

  All other issues aside, we completed the contract and now ******************** needs to pay for work completed.

  Customer response

  03/01/2024

  Please see the attached which includes a detailed response for rejecting the business' 2/27 response and includes pictures.

  Color selection during the summer, someone from Knipp came to the property with paint matching cards. I went outside and informed the person that my house was recently painted and I wanted the gutters to match the new dark brown painted wood, not the original gutters. She agreed and confirmed she would inform whomever does the ordering. She did not tell me the name of the color but I saw the card she was holding which matched the wood closely.
  When the gutter crew arrived, they brought with them the wrong color, which apparently is called ********, which Ive never heard of prior to this report. This color not only was not the color I selected, it also did not match the old gutters it is very yellow see the closer pictures I included.I also noticed they had unloaded a small amount of gutters so I reviewed my insurance paperwork to confirm what was included.
  After getting ahold of ********** asked him to confirm the correct color should be a dark brown to closely match my newly painted wood trim. I also asked him to review my insurance paperwork which he agreed was confusing as written, but the math equated to all of the gutters, not just some.  I clearly recall laughing and telling him that if for some reason my insurance did not cover a few more feet,I would gladly pay the difference so that I dont have two different color gutters on my home, which we would like to sell in the near future.  He reiterated that all the gutters were included and not to worry.
  I asked specifically to be alerted when the work would be scheduled so that I could validate the color and length again before work started. **** even asked if he could text my phone as soon as he finds out.
  I was never contacted and the gutter crew arrived while I was at work and installed the same gutters they showed up with the first time,and did not replace all of the gutters as we had discussed.
  I have also contacted my insurance company to confirm the math and what should be covered.
  
  Coverage per the insurance claim 007892879-006:
  Front Elevation = 32 LF
                  Connects to 1 front downspout and one left downspout.
  Window screen 1 (I was very surprised to learn from **** that this was forfeited as part of the work they did on the roof, after the work was done and I was reviewing insurance paper work in detail on my own). Im leaving this out of the calculation for simplicity and the roof was done as agreed to my knowledge.
  Back Elevation = 50
                  Connects to one left downspout
  Left Elevation = 36
                  There are no gutters on the left side, only two downspouts each connecting to a front and back elevation
  
  Total LF covered by insurance claim 007892879-006 = 118
  Total LF included in C and C Seamless Order PO# KRE-5529-3 = 100
  Total remaining to be installed = 18
  
  This seems to be enough to complete one more downspout.
  As to the third/final downspout, as I indicated to ****, I would prefer to pay for anything missing so that all my gutters match although he confirmed this was not necessary.
  As to the signed contract, the discussions with **** and ****** were confusing and conflicting. When I asked about things I didnt understand in work order or the insurance paperwork I was told that things were covered and that insurance measured in unusual numbers (which was also the reasoning provided to me by **** that it was not possible to split out the gutters work from the roof work).  I see and acknowledge that the work order included 100 feet of gutters and still confused at to why if the insurance provided funding to cover 118 and I was told that it was enough to cover all of the gutters and why the bill includes the insurance dollar amount but the workorder includes a different install amount.
  After reviewing the above, I believe that:
  The proper amount of gutters were not installed as discussed.
  The color of the gutters was not the color I selected and confirmed with ***** and **** multiple times, which I objected to at the time of color-matching (light tan color), when the gutter crew showed up with yellowish (buckskin color), and when I came home to find that same yellowish color installed while I was at work.
  There are still two options to resolve
  Correct and finish the job: Replace the wrong color with the correct color, install the amount covered by insurance (and being billed by Knipp). Also replace the remaining couple of linear feet such that the house matches and bill separately as I originally asked or include those feet as explained by ****.
  Bill the work for the roof which was completed,leaving the appropriate amount remaining to complete the gutters as funded by the insurance company such that I can pursue another contractor to complete.

  Customer response

  03/01/2024

  Complaint: 21296602
  
  I am rejecting this response because:
  
  Please see the additional information that was added in response to the business' 2/27 response.  Also attached here.

  After reviewing the business' response and comparing the information provided in the paperwork and my recount of color selection and objects to the gutter crew, *****, and ****, I believe that:

  1. The proper amount of gutters were not installed as discussed.
  2. The color of the gutters was not the color I selected and confirmed with ***** and **** multiple times, which I objected to at the time of color-matching (light tan color), when the gutter crew showed up with yellowish (buckskin color), and when I came home to find that same yellowish color installed while I was at work.
  3. There are still two options to resolve
       a. Correct and finish the job: Replace the wrong color with the correct color, install the amount covered by insurance (and being billed by Knipp). Also replace the remaining couple of linear feet such that the house matches and bill separately as I originally asked or include those feet as explained by ****.
       b. Bill the work for the roof which was completed, leaving the appropriate amount remaining to complete the gutters as funded by the insurance company such that I can pursue another contractor to complete.
  
  Sincerely,
  
  ***************************

  Customer response

  03/01/2024

  Additionally - I omitted a detail regarding color to my response rejection 3/1.  As you can see in the provided pictures, someone got the color right on the drip edge for the roof. The color I selected and confirmed with ***** and **** was to match the wood AND drip edge very closely.

  

  Business response

  03/20/2024

  We will be replacing ************************ gutters and downspouts

  

  Business response

  03/22/2024

  On 3/20 our Project Coordinator reached out to ******************** seeking a resolution. We have not yet received a response. 

   

  Cassy McCauley  
  3/20/24 9:49 AM
  Subject: Appointment for Consultation
  To: ************************************************************@knipp-************************************************
  
  ********************,
  
  In the interest of ending this stand off we will replace your gutters. Please provide a few days and times you will be available to consult on color with the gutter crew leader. We will be providing a sign off sheet at that time where you can confirm your color choice so it's documented. 
  
  Sincerely,
  
  ***************************
  Project Coordinator
  Knipp Roofing and Exteriors, Inc.
  ************** Opt #2 Office

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water damage from roof and gutter repair. Gutter sprout was broken off my gutter and we experienced 2-4 inches of rain which flooded my basement.

  

  Business response

  08/28/2023

  We advised the customer that the roof hadnt caused any issues that would flood his basement. As of now, we have not made any repairs to his gutters. He is scheduled to get all new gutters on 8/31. He currently has 5" gutters and is upgrading to 6" that is needed for the size of his home and roof. Additionally, the piece the customer is stating was damaged was not a downspout, but a $10 accordion style downspout extender. However, the extender does not extend far away enough from the customers property and flows out to a poorly graded area in an inset corner behind the downspout that holds water up against the house. Looking at pictures of the home, it is clear that this has been an ongoing issue over time as you can see water stains and mildewing. This would not have happened over night and was not caused by installing a new roof on the home. Also, the piece that was broken, was not broken by us as we have pictures showing the extender in tact. The homeowner appears to have since replaced the extender with exact same model as previously used. Unless this area is properly graded or the downspout extended further away from the home, this could continue to be an issue. We offered the customer contact information for a water remediation expert that would be willing to inspect the issue and offer an expert solution or advised him to contact his insurance. 

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago my mom, now deceased, paid to have a roof put on my house. She paid over $7000 for a roll roof. I have no paperwork to determine if there is a warranty or not. Recently the roof started leaking in the kitchen. I called the company and told them about it. The receptionist was quite rude to me and told me they were in litigation with me. I have not received any notification of any litigation. I did notice recently however that parts of the gutter guards are missing. They were there when they put on the roof, but now they are missing.

  

  Business response

  05/04/2022

  This customer called us early 2022 in regards to a leak at her home after work had been completed in 2019, however, this customer never paid the remaining balance on the work that was completed. The balance was sent to a collection agency in July of 2020. Because the balance was never paid in full, any warranty offered was void. Additionally, because the balance had been sent to the collection agency, we advised the customer that we were no longer able to speak with her and she would need to contact the collection agency to arrange payment for the balance, as advised to us by the collection agency.  

*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. ↩