ComplaintsforMg's Roofing

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After Hurricane Ian, we were approached by MG's Roofing. On October 1, 2022, an employee, ********* ******, came to our home and completed a "Walk Authorization Agreement" with us, except he did not mention the fine print at the bottom (stating that "cancellations after the third business day will result in a 20% cancellation fee of the amount/replacement cost value of the approved work"). We signed this document and submitted a claim for storm damage to our roof. On October 4, an independent insurance adjuster inspected our roof. We were approved by insurance to have the roof replaced with a claim value of $23,898.07. ********* came to our home on Oct. 18, 2022, to go through the "Installation Agreement and Details" document. ********* only brought us two roof shingle options to choose from, ***** ******** or ***** ***** ** (which would be an upcharge of $1000). After we signed this Installation Agreement, ********* asked us for a $3-4k deposit to "put us on the installation schedule". This deposit was never mentioned prior to us signing this document and as we hadn't even received the insurance check yet, we were not comfortable giving a deposit. Since the end of October, we have been in email communication with them requesting additional information and stating that we will not be paying any money to them until all the work is done. On December 4, 2022, they sent us their "final terms they are willing to meet in order to complete the job", which did not include the proof of insurance we requested and said that they are choosing to withdraw their previous stipulation of $0 upfront (which they agreed to in a Nov. 9, 2022 email) and are going to require a deposit of the entire first insurance check upfront, $14,751.55. Legally, we do not think that they can force us to provide this deposit as there is no mention of a deposit on any paper we have signed.

  

  Business response

  02/24/2023

  Since this was posted, we have been in contact with this customer and this issue has been completely resolved; the customer is no longer contractually obligated to our company in any way. In this case, There was never any money collected from the homeowner and no work was done. We did however help the homeowner get their roof approved, we did meet the adjuster on the roof to show them the damage and we did send pictures and estimates to the adjuster, but the homeowner did not want to continue with our company after all of our services were provided. After some communication back and forth, We decided it was in the best interest for us and the homeowner that we cancel the agreement and chose not to enforce the 20% cancellation fee (even though we had every legal right to do so). It is very unfortunate that there was a misunderstanding here and that we could not complete the job. We are a local company with excellent ratings and have installed hundreds of roofs in the Raleigh/Triangle area which were all paid for by the insurance company. All of our customers are extremely happy at the end of their jobs which is why we have an A+ rating on the BBB and 50 5 star Google reviews.  Our business model is very simple and upfront, we do not charge anything at all if the insurance company does not pay for the roof. If they do pay for the roof then we do the roof for what they pay and not one ***** more. We would have loved to complete this customer's work for what the insurance company paid and we were prepared to do so. Also, All of our customers pay a deposit which is why the insurance company releases some money upfront. It is standard business practice in our industry. We would have been happy to continue to work with them without them paying anything up front but things deteriorated quickly and we could not come to an agreement on either side so we decided to release their contractual obligations and walked away. Everything the homeowner requested in this issue was granted and all issues were resolved. Hopefully their roof was installed by a contractor that uses the same quality shingles and has the same 10 year workmanship warranty that we do so they won't have any problems in the future. They were always very nice and cordial throughout the process, We do wish them the best!

  Customer response

  02/25/2023

   
  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,
  
  *********************************

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