ComplaintsforM&M Home Remodeling Services

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor came out in April 2024 and inspected the roof but did not provide any repairs at that time. They did not contact us for 4 months, and then came back in August 2024 stating that they purchased the materials for the repairs but never provided any services. They are now suing us for the cost of the materials.

  

  Business response

  11/12/2024

  First, we do not have any customers by the name of '******* ******'. However, we do have a legally binding contract for a roof replacement at the same address, executed by an '****** *********'. It was also cancelled by the same person, months after the rescission period had expired.

  The only part of **********" (again, not our customer) Statement with any validity, is the fact that our representative visited that property in April.

  Of course, no repairs were done at that time - our ************************** verbally informed her that our representative would come to inspect the roof and offer potential solutions based on findings. The customer agreed to that before setting the appointment, and there were never any expectations of repairs on the initial visit.

  Based on the condition of the roof, and options our representative presented, the customer agreed to replace the roof with M&M Home Remodeling Services and executed the attached contract with our representative. Then, the customer went dark. We may not have contacted "*******" (who is that?), but we did, in fact, attempt to contact the Customer over a dozen times throughout May, June, and July of 2024 - mostly unsuccessfully. ****** was largely unresponsive and almost never returned any calls, emails, or messages, delaying the project by months. Finally, we were forced to send her a letter outlining her options via Certified Mail. And ultimately, the customer decided to cancel the project.

  Therefore, M&M Home Remodeling Services is due the Cancellation Fees, per the terms set forth in the executed agreement. 

  It's also worth noting that the real customer spoke with a member of M&M Management on 11/4/2024, and asked if she could finance the cancellation fees through our lending partner - clearly showing that the customer acknowledges, and understands, that these fees are rightfully owed to M&M. It's disappointing to see someone acting in bad faith and filing a baseless complaint on ******'s behalf, especially when the facts are so clear.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/16/24 M&M roofing I have requested in writing several times via emails to M&M roofing *********************,, ************************* <******************>, ********************************* ************************** provide and mail me the 7/5/24 roof installation warranty by mailing to my address on file. I also, stated in writing to M&M and habitat for humanity **************************************************************************** that the roof piece on the north side of my home needs to be secured/fixed as it is visibly detached and needs to be fixed/repaired within five business days. Especially, since M&M just installed the roof on my home 7/5/24. Habitat for Humanity is also copied on all the emails I sent M&M. As mentioned, ** advised by the ****** of veterans affairs to file court action, and with the BBB/Attorney General against M&M, and Habitat for Humanity **********************************, *****************************, *************************, ***********************, and *****************. There will also be a family member home with me to assist when M&M contractors come due to my personal medical reasons.

  

  Business response

  08/27/2024

  The customer seemed to not understand that the warranty document takes a couple weeks and cannot be produced immediately upon completion. This has been provided.

  The small piece of Drip Edge was resecured.

  As seen in the attachment, this is resolved.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 7/02/22, my mother contracted m&m for a new roof& gutter job. The company never finished the job. No new gutters, no 'flashing' (which prevents water damage). We informed them that payment is not forthcoming until the job is complete, m&m refused to complete the work; even after we provided pictures showing the botched job. They filed an illegal lein against the house, in an attempt to intimidate an 86yr old woman into paying for work that was not done. they also have cheated us out of the '25' year warranty contracted. Please help us. We hope to stop this company from victimizing any one else. ******************* is responsible for most this trouble. The salesman who sold the job is *********************. They sent amateur roofers with no *******, and they did a messy, poor job. Prior to the contract, m&m ran a credit check on 'mom', she did not pass. They sold her the job anyway. She paid $5000 cash from the insurance settlement(roof was damaged by a storm) and was expecting a payment arrangement for the remainder of the balance. Instead of the deal agreed upon, after 1 day of work and an incomplete job, m&m sent a non-itemized bill for $12,000 Manager ******************* was informed and refused to help. This scam needs to stop, and the false lein lifted.

  

  Business response

  03/26/2024

  The project was finished about a year and a half ago.

  As can clearly be seen on Page 1 of the gutter contract (attached), the only area that was to have gutters replaced was the Upper Level. Highlighted this attachment in red for easy viewing. We have many photos proving that this was completed. It's unclear why the customer is pretending it wasn't.

  The roof to wall flashing was not replaced, per the customers direction. Replacing this flashing is not mandatory and is only replaced when applicable. In this particular instance, the customer's rotted ********************** would have fallen apart even more than it already is if anyone attempted to replace that flashing. This was shown and explained to the customer by our Field Superintendent during the roof installation. With that knowledge, the customer instructed us to not replace the existing flashing in that area.

  Though M&M executed all contractual obligations long ago, we've offered to meet the customers on site to address any concerns no less than ten times since the project completion. They repeatedly declined these offers. The one time they did accept and schedule a meeting with us, they cancelled it the day before. Rather than actually

   

  

  Business response

  03/26/2024

  The project was finished about a year and a half ago.

  
  As can clearly be seen on Page 1 of the gutter contract (attached), the only area that was to have gutters replaced was the Upper Level. Highlighted this attachment in red for easy viewing. We have many photos proving that this was completed. It's unclear why the customer is pretending it wasn't.

  
  The roof to wall flashing was not replaced, per the customers direction. Replacing this flashing is not mandatory and is only replaced when applicable. In this particular instance, the customer's rotted ********************** would have fallen apart even more than it already is if anyone attempted to replace that flashing. This was shown and explained to the customer by our Field Superintendent during the roof installation. With that knowledge, the customer instructed us to not replace the existing flashing in that area.

  
  Though M&M executed all contractual obligations long ago, we've offered to meet the customers on site to address any concerns no less than ten times since the project completion. They repeatedly declined these offers. The one time they did accept and schedule a meeting with us, they cancelled it the day before. Rather than actually meet with us and discuss what they perceive to be incomplete, the customer seems to be more interested in perpetuating stories of incomplete work. 

  
  We've attempted to resolve this many times to no avail. Per normal SOP, customers that fail to fulfill their contractual obligations are subject to a Mechanic's lien and/or other legal action.

  Customer response

  03/27/2024

   
  Complaint: 21468766
  
  I am rejecting this response because:M&M did not state the facts. We have more proof that M&M refused to complete the job and in fact damaged the property . A neutral third party can verify(State farm Insurance, etc.
  
  Sincerely,
  
  *****************************

  

  Business response

  03/29/2024

  We have an abundance of visual evidence from the installation that clearly show the project was completed, and that our contractual obligations were 100% fulfilled. It's unfortunate that the customer's inability or unwillingness to satisfy their balance has caused them to concoct these stories, and pretty obvious why they've refused all of our offers to meet.

  Customer response

  04/02/2024

   
  Complaint: 21468766
  
  I am rejecting this response because: An independent observer can easily prove what the photos show sub roof was never tiled. You have no signature. As promised. Please refund our money.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  M&M was hired to replace our roof and install Insulation in our attic. Two inspectors since have said there is mold in our attic due to improper ventilation done by the improper installation of the insulation. We had a tech arrive from M&M to look at the attic. He said we would hear back to remedy the situation. However we hear nothing. We have called again and are told they will call us back and no one calls. This company refuses to fix the mold problem and we are left with mold. I want this mold removed immediately by the company that caused the problem due to their lack of proper venting!!!

  

  Business response

  02/22/2024

  What actually happened was:

  The customer called us Monday, 2/12/24 to request an appointment for attic inspection. 

  We scheduled a service technician to come out the very same week on Friday 2/16/24 to assess and take photos. He told the customer that we'd call back next week once he had the opportunity to review with someone on the management team (who were out of town).

  At 9:08AM Monday morning (the very next business day!), the customer began sending us a barrage of threatening text messages and emails. Our *********** representatives and office personnel reminded the customer that it has not even been 1 (one) business day, and that management would contact them as soon as they were back in town on Wednesday. Throughout the day, and again on Tuesday, the customer continued with the calls and messages - including to the president, who responded telling her the same thing everyone else already did: that we were out of town until Wednesday and we'd contact them immediately upon return.

  Then on Wednesday, as promised from the beginning, our management team reached out to the customer. After a brief phone discussion and a series of text messages, a follow-up inspection with our representative and a remediation company was scheduled for the very next day between 11-11:30AM.

  There was no failure from anyone to return any messages, nor has anyone refused to fix anything - those claims are wildly inaccurate.

  This is a fluid situation that is still being addressed. To this point, we've followed up and followed through on everything we've said. As always, that level of service and responsiveness will continue moving forward.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was hired to do siding and windows with approved funding from M&M creditors on July 2022 with an estimated time of installation by November 2022, November arrives no sign of job getting started, multiple calls asking for an estimated time, their response was that their window supplier was taking longer than expected, after continuos calls they decide to do the siding, with promise of windows coming soon, mid July 2023 I get a call from their office wanting to install windows within a week, I wasnt available at the time so they said they will call back with a different date, sales representative calls a few days later saying that the financing expired and the project needs to be funded before they can start, financing company had a time frame where both projects had to be completed, as Im review the contract I noticed that the credit application had different information and higher numbers in reported income, the reason my application was approved at the beginning, it was a digital/online application for credit but the signature is not mine, now I cant get any creditor to fund the project and now they had filed for a mechanics lien on my house, I believe my signature was forged to get approved for credit to fund the project, tried to resolve issue with business but no help from them, demanding to pay for siding job and find a creditor for window job. Cant get approved financing for the amount theyre charging.

  

  Business response

  02/09/2024

  Per standard industry practice, and for the customer's benefit, we were waiting to install the siding and window projects in short succession, rather than have significant time between installs. Due to the global supply chain issues during that time, the window manufacturer's lead time was extended beyond their original expectation.
  Per customer's request to have ********************** installed regardless of the window manufacturing delay, we did just that.

  Then when the windows were in and ready to install, customer prohibited us from installing, causing the situation he's in today.

  As previously discussed with the customer, the "signature that is not his" was generated by Docusign! The customer was emailed the credit application directly from the lender, making it impossible for anyone else to "sign for him". Additionally, we've confirmed with the lender that they spoke to him over the phone, obtaining his verbal consent to the terms of the loan. In summary, there's irrefutable proof that the customer (and no one else) gave both written and verbal authorization.

  It's unfortunate the customer has decided to make false claims, but we're taking these slanderous statements extremely seriously and will proceed accordingly.

  Customer response

  02/12/2024

   
  Complaint: 21249683
  
  I am rejecting this response because:
  Work order never was rejected, the time business wanted to install windows I was out of the country, I asked for a different day to install windows and their response was business needs to secure funds before installing windows business did not complete work, the siding was installed first due to siding being tore up by wind, estimated time for business to finish work was November 2022, I had to call multiple times to get at least siding done and avoid further damages to the property, even siding job is not fully finish due to the business waiting for windows and not caulking around current windows, business did the estimate and have and estimated time of installation, business fail to uphold that time frame blaming on window supplier, after waiting for almost a year business want to show up  within a few days to finish work when I not available, and business is claiming that I refused the work 

  Sincerely,
  
  *********************

  

  Business response

  02/22/2024

  Similar to the customer's original statement, the most recent response also contains multiple false claims. We've addressed each of the customer's concerns previously and can't continue to respond when reality is being misrepresented.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE had M& M put gutters and gutter guards on our home. These are not working, they plug up and water runs over them causing water to run into our basement. Our foundation, rugs in basement, drywall in basement , tv unit and stand have all been ruined. I spent most of Christmas Day mopping up water, M&M sent out a service man he said installation was correct. The salesman called he said warranty was out. But the paperwork has a 20 year warranty on product. So, if the installation is correct the product must be defaulty because it is not working. We bought these guards because we are getting older and climbing the ladder to clear gutters is concerning. The last thing the salesman told me was to clean my gutters and hung up on me.

  

  Business response

  01/18/2024

  Although this 2017 project's workmanship warranty (5 years) has long since expired, M&M still sent out a service technician (free of charge) to assess the issues that the customer communicated to us. Customer Service is something we pride ourselves in, so we came out as a courtesy and waived any fee.

  As ************** told the customer, installation was (and still is) correct. The manufacturer's material warranty is, in fact, 20 years. However, the product is not 'faulty' as the customer claims. As the product warranty (attached) states, "...maintenance, service, and care of any RGG product may be needed to assure or maintain the products performance level..." As clearly seen by our service technician and also in the attached photos, the customer has left mounds of debris on the roof. 

  The issues the customer described are not due to product failure nor workmanship, and have nothing to do with M&M.

  Customer response

  01/18/2024

   
  Complaint: 21138480
  
  I am rejecting this response because: The guards do not work!!!!!!!!!! Either they do not work because they were installed wrong or they do not work because the material is not working. Either way the guards do not work. I do not see what the pictures prove except none of that material was in the gutter blocking it.. The garage guards which were installed by M&M with a different installer has had no problems at all. 

  
  Sincerely,
  
  *************************

  

  Business response

  02/07/2024

  Since the day of install seven years ago, and all seven times we've come back as a courtesy since then, it's been very clear there have been no workmanship nor product issues. The workmanship warranty expired a couple years ago, and still, we've gone back free of charge several times since then! We've not only fulfilled our obligations, but gone above and beyond for this customer. We will not continue performing these free inspections any longer due to the warranty period expiring long ago, and the fact that there was never any workmanship issue to begin with. All our technicians have observed the same thing, which can also be seen in the photos: giant mounds of debris being left on the roof (which are likely what is causing their issues).

  As we've communicated many times, installation was (and still is) correct. The manufacturer's material warranty is, in fact, 20 years. However, that is irrelevant here because the product is not 'faulty'.

  There is nothing further we can do for this customer.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: Loan agreement - 6/1/23. Roof replacement occurred 6/12/23.Loan amount: $17,224 Business commitment: I've had an ongoing problem with two leaking areas at my home for a couple years now. I've had various contractors assess the problem; however, they have not been able to identify the issues. ********************* was my initial sales rep and consulted several times since 2021. He quoted me for a new roof but told me that he was uncertain where the leaking came from. He stated there was not an immediate need for the roof replacement and that another sales **** **************************** would come to give a second opinion. Other companies also assessed the roof and stated there were a few popped nails and missing shingles, but not an urgency to replace. On 6/1/23, ******* came to look at the leaks and stated that the roof and some of the vinyl siding needed replacement in order to stop the leaking. He also assured me that the team would do some testing to confirm where there was water intrusion, which didn't occur. Lastly, he recommended installing vents due to extreme heat in the attic. On 7/5/23 I reached out to M&M as the leaking continued and attic still very hot. The supervisor contacted me and sent ******* back to assess. He informed me that I needed a window and a plumbing pipe in the attic replaced. These recommendations came AFTER the installation of the new roof. Nature of dispute: Deceptive practices. The cost of a new roof is far more than the cost of a window and pipe replacement. ******* didn't give proper recommendations for the leaking until after the roof replacement. The leaking is still urgent. The window and pipe have not been replaced and the company is not offering to do so free of charge. ******* is a sales rep and I believe he advised roof replacement for an increased commission.Has business tried to resolve: Yes, with minimal work (caulked the window, and added an extension to the pipe they severed during install).Loan #: 71000078-33931966

  

  Business response

  09/29/2023

  The customer had a multitude of issues at the property, including a roof that was well past it's useful life. By all accounts, including her own admission, it had many problems and needed replacement. More importantly, she requested and contracted M&M to do just that for her. M&M not only fulfilled our contractual obligations but also went above and beyond to help **************, visiting the property many times after the job was complete to try assisting her with unrelated issues. All of these visits were done in good faith and completely free of charge. A window was also caulked for her for free, per her request. ************** may be conflating conversations she's had with various contractors because none of our employees promised or even discussed a water test being performed post roof installation. That's not a normal practice. As far as the pipe that M&M allegedly severed, our roofing crews do not enter attics. The pipe was severed 2'-3' below the roof deck, in the attic, which obviously means it was not done by M&M. Nonetheless, we've tried helping her with that too! At this point, there's nothing more M&M can do for **************. Should there be an issue with the roof installation, we would welcome a call and will correct it immediately. However, she has been advised by several M&M employees to contact a plumber for her plumbing needs.

  Customer response

  10/03/2023

   
  Complaint: 20579728
  
  I am rejecting this response because:

  The roof was not well past its useful life and the original reason for reaching out to M&M was concerning the two leaks.  The leaks are not related and there is proof that shows I reached out concerning the leaks.  M&M advised a new roof to correct the leaking which I considered doing sooner than later due to the advisement of their salesperson.  For the company to respond in this way is very disappointing, especially because I never called and complained about issues with my previous roof.  I complained about the leaks which M&M informed me would be resolved with a full roof replacement, when in fact, the leaks had NOTHING to do with the roof itself.  That is why I say the companys practices are deceptive.  They did not advise that I replace the window or the pipe in the attic until AFTER the roof replacement.  To come back after the replacement and state that the roof job was done, while completely ignoring the initial problem (which are the leaks) is gaslighting.   I REQUESTED a quote for a new roof, which I anticipated saving and planning for in the future but again, was advised that replacing the roof now would solve the leaking issue. There were no issues with the roof besides popped nails and a few missing shingles and those were not causing any other leaks or the two leaks mentioned.  Ive also gotten other expert opinions which can confirm that.  The two leaks were not a result of that, as confirmed by M&M themselves.  I told M&M that the leaks were priority and was assured that the leaks would be resolved, when in fact, they were never even addressed.  Once the roof replacement was done they treated the leaks as unrelated or new issues and stated that their job was complete, wiping their hands of the leak issue that I originally reached out about.  
  
  The caulking should have been done for free because it is a part of the problem that they didnt fix.  Caulking is only a temporary fix.  The window shouldve been replaced initially, as M&M advised (although after the roof replacement).   Had this been advised initially then we wouldnt have the same problem. 
  
  I would not fabricate a story to say that a contractor advised that testing could be run on the roof by running a water hose to identify the source of the leak.  I am sure that *******, M&Ms salesperson, mentioned this during our visit when I signed for the roof replacement.  Again, I was assured that when the roof was installed that the leaks would also be addressed and now, I am being told that the leaks are unrelated as if I didnt mention them in the beginning.

  I plan to take further legal action to recoup some of the funds and have the leaks properly assessed and repaired.
  

  
  Sincerely,
  
  ***************************

  

  Business response

  11/06/2023

  Once again, it's unfortunate that your plumbing leak still persists, however plumbing is outside of our scope of service. It was never part of our contract, nor did any representative of M&M state (in writing or verbally) that we would address your broken pipe in any way. It was flashed properly at the roof line, and that's the extent of our involvement with the pipe.  As seen in the attached photo, the pipe in question was very obviously severed by someone prior to M&M being involved in any way. Afterall, the roof crews do not even enter the attic, and that is clearly where the pipe is cut. We have from the beginning, and will continue to, refer you to a licensed plumber for those needs.

  M&M has completed tens of thousands of roofs over 47 years. We're proud to say that most every one of them was installed flawlessly, like the one we replaced for you. We pride ourselves on being the best in the industry and earning our incredible reputation over the last five decades. Our unwavering commitment to deliver the best possible experience for our customers was on display yet again in this situation. Unfortunately, even after going way above and beyond, we regret that we've been unable to please you. That said, we've far surpassed our obligations, and there is nothing more we can offer.

  Customer response

  11/13/2023

   
  Complaint: 20579728
  
  I am rejecting this response because:
  
  Your responses have proven your lack of integrity as a company.  You have completely gaslit me since the beginning of this issue and that is what customers will see.  You have completely ignored the fact that I called concerning a leak which has yet to be resolved.  Through these responses and the interactions at my home post-roof installment you have shown a lack of accountability by failing to acknowledge that the recommendation for a new roof was completely wrong as it pertains to my issue.   
  
  Your **** ***** was excited for the sale and did not give the proper recommendation for my issue, which should be acknowledged by your company.  You have repeatedly stated that I needed a new roof but have not acknowledged that I accepted this recommendation because I was assured it would solve the leaking issues, which is where the deception lies on your behalf.   Regardless if M&M felt I needed a new roof, there is no evidence suggesting that my roof was in dire need of replacement at the time.  The roof was not dilapidated and it has been proven (by others and M&M) that the areas of leaking were not from the roof.  There were popped nails and missing shingles but there was nothing present that posed a danger or that contributed to the leaking issue.  I have already attached correspondence from a rep I previously worked with at your company stating that the roof was not in dire need of replacement at the time.   The previous rep referred me to ***** who he assured I was in good hands with.  **** sat at my dining table and convinced me to replace the roof and some of the vinyl siding, showing pictures of why it needed to be replaced, how the leaking would be corrected, and then came back after the roof replacement to tell me that it in fact was not the roof causing the leaking and the window and pipe would need to be replaced at an additional cost.  
  
  You have installed the roof and completely ignored my concerns about the leaking.  There has been nothing done on your side to correct the leaking issue and by your own words, you do not test to ensure that a leaking problem has been corrected (although **** himself proposed that running a water hose on the roof could be done to check for an issue like this. I did not come up with that suggestion on my own).  If you were concerned about the leaking issue why was the roof installed and no other measures taken to make sure the issue I called about was also taken care of?  Your job is not done.  There is a paper trail showing I repeatedly reached out about the leaking, which you all refuse to address now.  I should not have to pay you additional fees for a new window now that you have given the correct recommendation after receiving the funds for a new roof.   Lastly, the pipe in the attic was not severed prior to the roof work done, which is why your **** ***** could not produce any pictures showing that before work started.  Also, **** came back to fix the pipe since he could not provide pictures or recall that the pipe was separated (which by his own admission, would have been pointed out and documented prior to the start of the roof work).  There have been a few representatives from M&M that have entered my attic to look at the leaking and check the work that your company completed.  
  
  The way your company is choosing to handle this is wrong and unethical.  Im sure this isnt the first time you have taken advantage of your customers based on your egotistical responses.  Instead of admitting that the recommendation was incorrect and fixing the mistake, you are choosing to absolve your involvement.   It was my hope that we would be able to resolve this without litigation, however, I plan to pursue this further based on the deceptive practices you have displayed.  My attorney will follow up with correspondence soon.  
  
  ***************************;

• Initial Complaint

  07/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed: 10/20/2022. Completed: 11/15/2022. Damage/removal of property 11/07/2022-11/10/2022. *** paid to business: $21647.00. Business committed to provide me: New roof, **************** repair. Nature of dispute: Damage, removal of property & unethical business practices. The roof was removed & replaced 11/07/2022 - they worked in the dark. The next day I noticed that some of the gutter brackets were still attached to the ************** appeared broken off like they ripped them from the house & the siding was damaged in the back of the house. No contact from M&M until I received a text to leave a review on 11/09/2022 when the job was not done. Harassed by ***** & told I needed remove a thumbs down from a review I didnt leave. Noticed fascia missing on another area of the house. They said the fascia in that area was cut improperly & another piece of fascia was covering it. No one told me that prior & they removed the fascia that was covering that area & just left it uncovered in that area w/o notifying me. Emailed *************** ***** told me in person on 11/14/2022 & 11/19/2022 w/ **** that he personally would replace the fascia & would have someone else do the siding. **** said he would send extensive literature on the placement of ridge vents bc he gave conflicting info at meeting on 11/19/2022. Never rcvd. **** also said how this was handled after the sale was atrocious. ***** said that these were one offs that dont happen to them all the time. ***** said he would call 11/21/2022 to schedule a time, instead that afternoon he emailed me a contract that said in order for them to do the repairs I could not mention the contract to anyone, *** them or leave a negative review. That to me is an unethical business practice, I told him that it was not required as he was prepared to do it on 11/14/2022 & I wouldnt be signing it & asked if they were going to make the repairs they verbally agreed to, but he said they would not without me signing it.

  

  Business response

  07/20/2023

  We have attempted to reach the customer via phone and left a message. Although the concerns with the fascia and siding are not related to any work performed by M and M as a show of extending excellent customer service we are still ready and available to add a piece of fascia and replace the siding that was damaged from being screwed. Since this work is not related to, and is outside of the scope of any contracted work, we do require that the homeowner sign for the new scope of work prior to completing. This work should be able to be completed within two weeks of the signed agreement being returned. I am also sending information regarding ***** Corning ventilation via ** mail for the customers review. 

  Customer response

  07/24/2023

   
  Complaint: 20330383
  
  I am rejecting this response because:

  After getting the voicemail I contacted the BBB and told them I did not feel comfortable calling the same representative that previously harassed me. Outside the scope? The photos clearly show the siding was damaged when your workers pulled the gutters off it is a new tear, the siding is ripped and going away from the house where the previous gutters were attached, if it was the s**** that caused the damage it would be going in not away. Before M&M did the work my fascia was covered - after they completed the work it was left uncovered. No one at M&M brought up that it was previously done incorrectly, no one said it would be left uncovered, and whatever was covering it was removed by M&M. Excellent customer service does not require a customer to sign a contract that states the customer is not allowed to post or publish anything disparaging on the internet or social media. As I previously stated I find your contract unethical and a manipulative way to keep a positive rating. Your own workers said I was treated atrocious and that these were one offs that dont happen to them all the time.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/01/2023

  A copy of the release to perform additional work is attached. The issues are not the result of any work that was performed by M and M. However if a signed release is received we will perform the remedy requested on the fascia and the siding. There have been no reported issues withe roof to date. The roof has a full 25 year labor 50 year material non prorated warranty from the manufacturer ***** Corning if any issues arise. 

  Customer response

  08/08/2023

   
  Complaint: 20330383
  
  I am rejecting this response because:

  I would be committing perjury if I sign your new document that states the issues are not the result of any work that was performed by M and M. There are others places where there is a s**** in the siding and it was not damaged - in those areas brackets were removed completely instead of broken off. Also the fascia was covered before you did any work and only after was missing. No one informed me it was previously done incorrectly or that it would be left like that. Good customer service includes listening to your customers, good communication and taking accountability. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bout a new Provia Door from M&M home remodeling. The door was defective and M&M and the door manufacturer have both been out seven times but nothing has been resolved. The trim around the window is cracked and warped for a third time and no one wants to take any responsibility. I said that I would be willing to have a slab door installed, but I want some refund because the door I bought with a window is more. If they can't fix the trim on the window, get rid of the window, but compensate for the difference. Or, just refund all of money and I start over with a different company.

  

  Business response

  07/06/2023

  Everyone has already acknowledged the door needs to be replaced. The customer contacted Provia directly to select specifications for a new door (with no glass). Provia accepted the customers' request, has already produced the new door, and has even attempted to install it. The customer stated they could only have an install done on Fridays or Sundays. However, when ****** attempted to install this on a Friday, the customer disallowed that too. A Change Order for the price difference of the two doors ($351.60) needs to be signed by the customer and a credit issued to them, if and when they allow their new door to be installed.

  There is nothing more that can be done until the customer allows the replacement door to be installed. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2020, there was ice damming on the west side of my kitchen. When the ice melted, we had water leaking from the west side windows, the pantry and the ceiling. A representative from my home insurance company did an assessment of the ceiling in July of 2021 with a recommendation to have a roofing assessment done before attempting to repair the ceiling. I have had 2 inspections of the roof done by a Sales Representative from M&M Home Remodeling Services. The first one was done 11/29/21 and the second, on 8/6/22. He recommended a roof replacement. 8/29/22, I had the roof replaced by M&M. 12/23/22, a very cold day, my daughter and I noticed moisture in the kitchen, the pantry, a new area on the west living room wall and above the front door. I called M&M to report the occurrence. One of their representatives came to our residence 12/28/22. His assessment was that our humidifier created the moisture on the walls. 1/9/23, the village building inspector made a home visit and is not in agreement with M&Ms representative. He did inform me that my second floor crawl space needed updated insulation. During M&Ms ********************** assessment and completion of installation of the roof, this violation was never mentioned. There hasnt been any inspection of the roof since the installation. When I did not agree with the representatives assessment, he threatened me with a lien on my home and accused my daughter and me of having the mentality of an 8 year old. 1/10/23, called M&Ms ***** office, to report this occurrence. 1/11/23, at 8:46am, received a phone call from the representatives supervisor: *************, informing me that my warranty would not be effective until complete payment has been made. My husband and I are senior citizens. He is a retired Navy Veteran. I am a 24/7 caretaker for my husband.. I cannot put my family at risk and need to resolve the cause of this occurrence when and if it reoccurs.

  

  Business response

  01/24/2023

  Attached is a breakdown of the interactions between M&M and ********************. The roof only had claims of leaking on a -40 degree day but never leaked again since the one date of vortex like temps. Thank you. 

  Customer response

  01/30/2023

   
  Complaint: 18832669
  
  

  I am rejecting this response because:

  
  

  When **** (***), made a home visit on 12/28/22, an unseasonably warm day, he stated the problem was a condensation issue. Although an interesting suggestion, we did not agree that the water was not coming from the roof and that it was an internal condensation issue. My daughter had photos she took of the water and water spots in the kitchen, pantry, attic (crawl space) and living room. **** refused to see any of them. There were no misunderstandings. It was discussed. It was obvious we were not going to agree.That was the end of the discussion. He wanted to hear that we agreed with his assessment and that **************** would be called to get their payment. He didnt want to offer other possible causes of why water was on our walls and ceiling. He didnt go on the roof to check anything; said that he didnt have to. Again, no one has been on the roof since installation. Before he left, he was told that the city inspector ***** made a visit yet. The city inspector was due to make a visit on 1/9/23 and that a decision was not going to be made at least until then. When he walked out, he agreed. I also expressed to him that I will also need to see if the ceiling leaks again on a vortex day.To that, he also agreed. There has not been another vortex day since that day.

  Through agreement with ****************, on 12/23/22, I discontinued payment to M&M due to current issues and my dissatisfaction with their approach with resolving this matter. They are not being honest with their communications with me. My intentions are to complete payment to **************** for the roof; but, I expect to get what I paid for. **** was told there is no leakage due to any rainstorm during his initial visit. We had a rainstorm while the roof was put on; no leaks. On the evening of 1/3/23, **** calls He wants to know if we had any leaks from the storm that we had gotten that day. The storm hadnt come our way yet, but we did get it later on that evening; no leaking.

  On 1/10/23, the city building inspector (***) came out to make an assessment. He suggested that the problem could be that the venting system was better on the west side of the house where it was before. This is where the kitchen, living room and the upstairs crawlspace are. There is also more roofing on the west than on the east side of the house. *** also said that maybe M&M didnt put enough insulation on the bottom edge of the roof, which sometimes happens.   

  1/10/23, **** called again. Told him the building inspector made his visit and he disagreed with his assessment. He wanted me to me tell him what the inspector said. I referred him back to the building inspector, so that he could discuss directly with him.  We got into yelling match. At,this point, I was done talking to ****. Need someone to problem-solve, not threaten me. I just want to find out where the leak is coming from to avoid further damage. If a rainstorm is a clear indication that the roof is not leaking, then where is the water coming from?

  The leak was supposed to be assessed before a roof was installed. If this is an issue of insulation, why wasnt this disclosed to us after two initial assessments of the roof?  During the initial assessments,the Salesperson (***),  told us about the weak spots and areas that needed new wood replacement. We were also told about baffles that would be installed. Photos of the damages were never shown to me or my daughter before, during or after installation of the roof. The only photos shown of the roof were the ones that ****** (the one who supervised the installation of the roof), took two days after the roof was installed. They were pictures that were taken of the top, not what was underneath.

   On 1/16/23, ***** called at 8:46am. He said the warranty was no good until the roof was paid off.When I asked him to reiterate, he said he would send a letter about the warranty,which was never received. There never was any discussion regarding new vent installation or "reinstallation" by M&M. How can I refuse the service, if it was never offered to me?

  
  

  
  Sincerely,
  
  ********************

  

  Business response

  02/08/2023

  Im not sure why ******* would say these things?

  Did we not sit at your kitchen table?

  did you not walk me in your living room showed me the walls and then walked up some stairs and showed me your attic?

  She is stating none of that happened but it clearly did. 

  I never refused to look at her issues. I walked around her whole house with her and her daughter to let them how me the issues they were having. I sat at their kitchen table with her and her daughter for over an hour discussing what the issues could be. How does water turn from ice to water in -40 temps? And why is the roof not leaking when it rains and it over 40 degrees. But it only had condensation issues on one day, when it was -40. We had a number of customers who also had this same issue, but they understood with the temps that it was literally impossible for water to form at -40 degrees. I never agreed to let her wait for another vortex day, because that could be 10 years from now, in my 36 years Ive never experienced a -40 degree day. These days dont come around often so why would we tell her its okay to wait. This is not true.

  She clearly put in her last response the roof has not leaked since install almost 6 months ago. When it was -40 she experienced condensation not a leak. 

  Also, they are stating the leak could be coming from a ventilation issue. My boss and I contacted ******* and I sat in the room when we offered to install the vent per the ******** Building inspector, if she paid her bill in full. This a problem for me, if we are claiming the leak is coming from a ventilation issue because we eliminated a vent, then how did one vent cause a leak in 3 different spots in her house and not even at the ceiling but on the walls no where near the vent they are claiming is the issue. 

  She also clearly answered that the roof is not leaking. She put in her last response:

  if a rainstorm is a clear indication that the roof is not leaking, then where is the water coming from?

  The roof is not leaking, it is condensation and she just put that in writing herself. 

  WE ARE MORE THAN HAPPY TO INSTALL A ****, PER THE *************************** BUILDING INSPECTOR, IF ******************* HER BILL. 

   

  ALSO INSTALLATION OF THE **** IS PER ******* AND THE ***************************, THIS IS NOT A RECOMMENDATION OF M&M. M&M RECOMMENDS INSULATION. IF THE **** BECOMES AN ISSUES ONE DAY M&M DID NOT RECOMMEND INSTALLING THE **** BUT WILL DO SO IF THATS WHAT THEY BELIEVE WILL FIX THE ***** M&M KNOWS THAT THIS IS NOT THE PROBLEM AND THE PROBLEM IS INADEQUATE INSULATION. M&M CANNOT BE HELD RESPONSIBLE FOR THE **** ONCE INSTALLED.   

   

  Customer response

  02/15/2023

   
  Complaint: 18832669
  
  I am rejecting this response because:

  February 15, 2023
  
  
  
  The day **** made his visit on 12/28/22, the whole visit was at the most an hour, not our conversation at the table. Of course we had to show him the kitchen, pantry,living room and the attic. If we didnt show him those areas, what would have been the purpose of his visit? The purpose of the visit was to find out what the problem was. We took him to the attic because I had never seen ice on the nails or on the insulation the whole time I have lived in this house (34 years). My daughter had pictures of the ice in the attic but **** didnt want to see them. We are in and out of the attic every day. We put some things in there for storage. We had never seen that with the old roof. **** states that my daughter and I walked around the whole house with him. He was not taken to any of the bedrooms, the bathroom, or the basement because there was no leaking in those rooms. The water leakage was only in the kitchen, the pantry, which is in the kitchen and the living room. Why would we take him through the wholehouse, if the whole house wasnt leaking?
  
  When **** was brought upstairs to the attic, he said the insulation wasnt up to code and that our problem was condensation.  I then asked him why we were not informed that we needed installation during the initial assessment. He even agreed that we should have been told. **** was the first person from M&M to mention anything about insulation. He was also the second person from M&M to look at the attic. During the initial assessment, the attic, bedrooms, bathroom and basement were not looked at either. I even asked *** during the initial assessment if he wanted to look at the attic and he said no. **** then says that ice does not leak, water does. He said that the roof cant be leaking because there is no water. I then asked him how it could be condensation, when this has never happened before with the old roof. He had no explanation. All three of us were trying to talk at the same time. No one was trying to hear what the other was trying to say. **** was clearly getting frustrated. He acted like he couldnt understand why we didnt get what he said. I understood it. It was clear. He wanted me to be satisfied with his suggestion without proving why he thought it was condensation. More words were exchanged back and forth. **** decided that we should bring the conversation to the kitchen. My daughter and I agreed. We then took a few steps downstairs where the living room was and we pointed out the water marks in the living room. He even took a picture of one on the west side of the room, which is a new spot we never even had before.
  
  We move to the kitchen, were all sitting at the table. **** starts by saying that the roof cant leak if there is ice on it. Only water leaks. Only water can come thru the roof. This is clearly a condensation issue. He asked if we just got a new furnace or humidifier. My daughter said that we did last year. He said that was the cause of the problem for the condensation being in the house. He didnt explain why the furnace and humidifier would even be the problem. He offered no other suggestions as to what it could be. He was done listening, I was done with the conversation. You cant talk to a person who is not open to listening.  **** only saw the water spots. He didnt see the water on the ceiling or the walls. He didnt even see the ice forming on the insulation or the nails in the attic. He came on an unseasonably warm day. No snow on the roof. He didnt even want to see the pictures that my daughter took when it was leaking.  How do you even know that it is condensation if you didnt even see it?
  
  **** said before he came in, he looked at the roof.  Said that he didnt have to get on top of the roof and that it looked fine to him. I didnt see him walk around the outside of the house before he came in. How do you look at a roof without getting on the roof? There was no snow on the roof.  I didnt see a ladder either.Telling me that the problem is due to condensation from our humidifier or furnace is his only suggestion?  The furnace or humidifier had never been an issue before the roof was installed. We were offered more than just one suggestion from the inspector. **** was only interested in what M&M wasnt responsible for. He didnt even agree with the inspectors input. No one has been on the roof to date.
  
  Why is this condensation only on the second floor? Why isnt it upstairs as well? Why isnt it in the basement?  No one is giving me any explanations. No one from M&M wants to discuss where this condensationis coming from, or where it might be coming from. I asked the Crete Superintendent ******, 2 days after roof installation, why the venting was moved to the other side of the house. He said that this was a new system of installing roofs they were doing. Because the all of the ventilation is on the small side of the roof, not the large side, this ventilation issue could be another possibility for the leakage and ice in the attic. There also could have been some insulation that wasnt  put down or not enough was put down. These were OTHER SUGGESTIONS discussed with the building inspector. Maybe it would have been a better idea to keep my old roof.
  
  As for waiting for another vortex day, I didnt say it had to be another -40 day. I said another day that was below zero. This is ********. We do get those kinds of days during the winter months. But, this might or might not happen again for awhile since we have been getting warm weather lately. The winter season isnt over yet. I dont know if we will get any leakage or not on one of those below zero days. It has already happened. I just needed to see if it would happen again.   
  
  AS I SAID BEFORE, I HAVE HAD NO DISCUSSION OF ANY TYPE REGARDING VENTILATION WITH **** OR HIS BOSSES. THE ONLY OTHER PERSON WHO HAS CONTACTED ME WAS *****; I DONT KNOW WHO HE IS. THE ONLY THING SAID WAS THAT THE WARRANTY WAS NO GOOD UNTIL THE **** WAS PAID OFF. HE ALSO SAID HE WAS GOING TO SEND ME SOMETHING ABOUT THE WARRANTY, WHICH I NEVER RECEIVED.HE COULDNT EVEN EXPLAIN WHAT HE MEANT ABOUT THE WARRANTY. PLEASE EXPLAIN TO ME HOW A WARRANTY GOES INTO EFFECT AFTER IT IS PAID FOR. IF THE WARRANTY IS NOT GOING TO BE EFFECTIVE, THEN WHAT AM I PAYING FOR? I THOUGHT THE WARRANTY SHOULD GO INTO EFFECT AS SOON AS IT IS INSTALLED.WE CERTAINLY DIDNT DISCUSS REINSTALLMENT OR INSTALLMENT OF ANY TYPE OF VENTILATION. AGAIN.HOW CAN I REJECT THE SERVICE, IF IT WAS NEVER OFFERED TO ME?
  
  I came to M&M for a second roof replacement because we had them do the first one a little over 30 years ago. I am not, nor have I ever been a roofer. If I got on the roof,I wouldnt know what I was looking at or, looking for. I would think it would be M&Ms responsibility to inform and educate the customer on what they need and dont need after an assessment. Most customers depend on this information. People who have the knowledge have a clear advantage over people who lack it. I have followed their recommendation for a new roof, but I am not getting any support. They have received over $12,000.00. I plan to complete the payment when this issue is resolved. If they are not going to stand by their warranty, I cant trust anything that they say or do at this point. I depended on an accurate assessment from M&M; I dont feel I got one. I wasnt told what the problem was with my roof. That is why M&M was called here in the first place. When I had water problems almost 4 months after the roof was installed, the representative sent to my house to look at the problem didnt really see anything. He didnt want to hear anything past his opinion or explore other possibilities. Im not saying that his suggestion wasnt logical.Im saying there should have been some type of reasoning for his logic. The fact that ice does not leak and water does is a fact. That, I understand. An opinion deserves an explanation. But, he didnt even want to prove what he believed to be the problem. Most businesses want to know the type of service the customer received. Providing good **************** requires people who are able to troubleshoot issues, and have the ability to listen. Since ***** visit, I have had phone calls from **** threatening me with a lien on my house,I have had yelling matches over the phone with ****, and all correspondence I have received from M&M, besides the invoices, contain some form of fabrication of the truth.

  
  
  Sincerely,
  
  ********************

*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. ↩