ComplaintsforMr. Roof, Able Roofing & Contractors Inc

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/20/24 I signed a contract with contract rep with Mr Roof Cincinnati and paid 50% $5600 upfront preferring not to finance. We tentatively agreed to a start date of early August which never occurred. 8/1/24 call from Mr Roof that start date delayed, no available work crew/ materials back ordered. This continued 8/7/24 and 8/13/24. On 8/26/24, I received a call from Mr. Roof they had a new start date. 9/3/24 work crew removed the old soffits and gutters the through the project manager notified me that the wood framing would need to be replaced.9/4/24 The crew returned and did a partial framing job and installed the gutters ahead of the soffits. So then due to concerns about continued delays, I consulted a soffit expert who came to my home as a friend and found concerns regarding the work: 1. Why were gutters installed before soffits? 2)Why is there a gap between roof and framing boards? 3) How can the new fascia metal cover the new wood with the gutter already installed? 4) Why would you start a project with out all the necessary materials? 5) Since there is an additional expense of $6800 for needed reframing, can I have an itemized list of associated charges? The project manager came out to my home and noted my concerns and took photographs. Due to my concerns about the above, I requested a new work team which were delayed until 9/24/24. When this new work team came out, their head guy indicated that the work needed to be redone basically indentifying the points above.and that the measurements were incorrect. He also stated that more materials would need to be ordered and they could not proceed without them. I received a phone call from the project manager who said the original work team would need to come out to take down the job they did in the first place 9/26/24 I fired Mr. Roof. They could not make it right after 3 months of delays. Now they want to bill me for a further balance which I am reluctant to pay.

  

  Business response

  09/30/2024

  The contract stated to not begin work before August 1st. The customer signed stating to not begin before August 1st. The contract also stated “TBD” on the approximate start date field. This was not guaranteeing that August 1st would be the start date. The customer then called in on 7/15 to schedule the first portion of the work, which was prior to what the contract stated. Unfortunately, we are at the mercy of suppliers on when the material comes in. As for the issues the customer is having, we offered to fix them but the customer is refusing to let the crew come out. We have invoiced the customer for the work we have completed. This was at no markup either. It was at cost, materials and labor only. 

  Customer response

  10/04/2024

  I will pay this balance as stated in the response to move on from this less than satisfactory situation. I am disappointed in the response and your lack of ability to as you say “make it right”.  
  
  Regards,
  
  **** *****

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon roof completion, I was unhappy with a part of the roof that dips down and back up. I requested that their quality inspector came to evaluate it with me present. I wasn't ever contacted and he came when I was not home and visibly, in my security camera, did not inspect the roof but left a note saying it was approved. I called and requested he come back when I am there so I can point out my concerns. He again was sent out when I was not there and told me simply that it is "just the shape of the roof", though in my opinion it clearly looks deformed. I also requested that they coordinate my city inspection so that I be present. They, again, without alerting me, scheduled my city inspector to come when I would not be there. I rescheduled it now so that I will be there. They will be coming out in a week. My biggest complaint is that immediately following the roof installation, my ceiling in one of my bedrooms got a huge crack spanning the length of the ceiling and dipping down in the center. It is obvious from its appearance and the amount of sagging that someone had either stepped where they should not have or dropped something heavy. I brought up my concerns with the company, hoping for assistance in paying to replace the drywall, but I was told "In the contract you signed it states we will not be responsible for any damage what so ever to the inside of your home. I will relay the message to management but no one will be contacting you back". I explained that I am uncomfortable paying my bill until this matter is resolved and I was then told "I will alert billing that you're refusing the pay your bill and they will handle that with you". I explained that I was not prepared for the large extra expensive of replacing half of my ceiling due to their error and I was told again that no one will be contacting me back. There is no corporate office for me to contact and management is refusing to speak with me at all. I have only spoken with a call center or sales person.

  

  Business response

  09/27/2024

  During the install the crew leader discussed with your father that the home has structure issues & there wasnt anything we could do about that. We have before and after photos that show the appearance of the roof is the same as before, just newer shingles.

  Customer response

  09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22347759
  
  I am rejecting this response because: my complaint is about the hole in my ceiling from negligence. Unfortunately a portion of the ceiling is coming down in my childs room and I have to pay for it and have it fixed immediately. I cant understand how a company could have an employee accidentally damage my ceiling to the point of a hole from either someone stepping wrong or dropping something heavy and refuse to speak with me about it or offer some form of assistance to help the situation. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately July 15th 2024 I met **** with Mr.**** at a customers/ neighbors house. I was acting as their design consultant on their behalf for their home. **** ****** @ ************************************ *********** that I worked for (Maven Roofing) had recently replaced their roof and exterior damages to siding gutters soffit and facia was still necessary and covered by their insurance claim. Due to a major storm that happened on May 9th and 26th 2024 our local community was experiencing a lot of damage to roofs and extremities to homes and businesses. Because the company I worked for, only replaced or repaired roofs we were all looking for reputable contractors to do the rest of the work required by insurance. Mr. **** covered the remaining repairs/replacements necessary. I met again with **** on July 23 at my home. ************************************. My neighbor ****** ******* at *************** also met with him at the same time. We both have had our roofs done by Maven Roofing and required additional work to the siding soffits facia and gutters that Mr.**** does. I also handed via text messages all of my former clients that required additional work to ****. **** 6 additional clients. **** came to Joannes and I house on 23 July and removed a sample of siding from each of our houses to send off to **** which was one of the requirements for insurance. On July 26 I sent him a text message asking if there were any updates on my home, or if he had a quote for the job to send to my insurance company. July 31 I had another appointment to meet with ****, but still no quote or information received regarding the work that needed to be done. Starting Aug 9th is when my text messages where then ghosted by ****. I received a read report and a time stamp of when he read it, but zero communication. Aug 9, 23, 26. I have contacted the main office 9/16 spoke to ****** and he promised a call back. I have not received a call back at all. siding is still Missing!

  

  Business response

  09/19/2024

  Hey *******,

   

  It sounds like the ball was dropped on our end. I notified the local Nashville office and it sounds like they have called you to work out a resolution. We sincerely apologize for the issues you experienced with our team and are using this as an opportunity to improve our services and communications moving forward.

   

  Best,

  Customer response

  09/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22303773
  
  I am rejecting this response because: 

  No one has called me!! No one!  Not **** or ****** NO ONE!  
  I only have one phone and one phone number! I have a voicemail set up if I do not answer. There has not been any calls, texts or emails. 
  ************

  ***************************************

  
  
  Regards,
  
  ******* Childs

  

  Business response

  09/27/2024

  I spoke with the Nashville office and was informed that **** had reached out to you.

   

  Regarding the samples, The piece of siding sent to Itel was at the insurance request. These samples are not returned to Mr. **** or the customer. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint transcribed from hard copy complaint form received from another BBB.
  In February of 2023 I had roof & siding damage from a storm. Mr. **** came out helped me pick out shingles and suggested a siding color that he said was the best match which I went with as he was an expert. I waited until May of 2024 for my siding as I thought I was waiting for the perfect match. When I seen it on I was shocked at the color difference mine being way darker. I immediately contacted the office to tell them it was unacceptable! They were very rude and said I picked the color (which I did not) & signed the contract. They told me my siding had faded & thats why it didn't match. Yet mine is much darker.

  I asked them to just come out and look at it and they would see that wasn't the issue.  They wouldn't. When my friend contacted them on my behalf *** said "calm down ***, it's just an insurance job" Not it's my home and the value has surely dropped looking like it does.

  They called my with 4 people from their office and myself to resolve the issue, but again wouldn't listen to anything I said or even ask it there was anything they could do to resolve the issue. Just demanded I pay the bill. Which I never once said I wouldn't I felt very bullied!

  I received the enclosed Final Bill notice before I ever received a bill.

  I feel if they couldn't match my siding they should of said so in the beginning and I would of choose another alternative.

   
  

  

  Business response

  07/01/2024

  This was a small partial replacement only. We did use the color on the contract and we did our due diligence to confirm and verify this. A partial replacement never matches exactly with sun fade and other variables such as age, type of product, how much sunlight it gets etc.  We did not in this circumstance nor do we ever make any promises of an exact match. We bring the samples out to the home and hold them up and let the homeowner decide what they feel is an acceptable match.

  
  I understand that her contention is that she asked the sales rep his opinion on what color he felt would look nice, but at the end of the day it is her decision what color to use. Its ok to ask someone with experience their opinion such as a rep, and its ok for the rep to give his opinion but at the same time it is solely the homeowners decision which color to go with. We never choose the color for them. We can give guidance, sure but its her decision at the end of the day. We never make this decision for them.If she chooses to go with what the rep suggested she also has to accept the outcome. She was given all the options and color samples to look at if she felt she could find one that she liked better she had the opportunity to do so.
  
  Her recourse, which *** explained via phone could be to go back to her insurance company and tell them she doesnt feel there is an acceptable color match to her old existing siding. In some instances if there is no appropriate match the insurance company will be forced to replace all the siding. This option was explained to her but she did not seem interested in pursuing this.
  
  At the end of the day though, considering everything its actually a pretty close match, so its doubtful her insurance company would disagree. 

  Customer response

  07/08/2024

  I am still unsatisfied and feel this was not the color I agreed to and surely they could have given me one at least a few shades darker . Rather than help me with a solution , I feel they have bullied me & offered no solution at all. Whatever happened to costumer service .?yes I contacted my insurance and they replied that the company I had put it on should better match it . 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for garage work and house insulation to be completed the same day in Dec. When they left for the day they missed putting insulation in 1/2 of the house and the garage was to be secure for no critters to enter and there are clear large gaps between the roof and wall of the garage. Very unacceptable to what was discussed with the sales representative Dave. The company came out again to complete the insulation and “look” at the garage and come up with a plan. Once they came up with a plan to “fix” the garage someone was to return to complete. No one has come and no one has called. The company sent me an invoice. I paid all except $1000 in anticipation of them completing the garage. I was always to pay at the time of completion and we are NOT there yet. No one has contacted me regarding completing the garage. I am being threatened with a 20% penalty if I do not pay the balance now. They are not responding to what their “fix” is going to be. I requested a meeting and my request has went unanswered. Please assist. Thank you. ****** ****

  

  Business response

  05/13/2024

  We have reached out to the customer to schedule another inspection.

  Customer response

  05/17/2024

  I attempted to pay the balance due by 5/10 on 5/10. The website would not allow the payment to go through. I tried 2 different cards, it was not my payment information. I went to the business and it was closed. The next day, 5/11 a check was mailed. Balance is paid in full.

  The company explained that they are not honoring the contract the sales guy, Dave, wrote up.
  Dave did not include the materials needed on the contract signed. I didn’t know that, I am not a contractor.

  If it was that simply put why wasn’t that addressed since December?
  I was offered an opportunity for a quote for more work but I am not willing to put myself in more of a situation with this company.

  This business has some shady practices. I don’t not want anymore services from them. I do not agree this situation was handled professionally. I will continue to warn people I know and strangers afar to beware and to look elsewhere.

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we had a roof installed on april 5 2024.. prior to that install we had our gutters taken down. and after install of roof my gutter company could not reinstall the gutters. the roofing company did not install the drip edge flush with the fascia and since my gutters are hooded it interferes the gutters had been up for three years and i was given assurance that there would be no issue..

  

  Business response

  04/22/2024

  The GM, Zach is setting up a time to meet with you to discuss.

   

  Customer response

  04/26/2024

  there are repairs that need to be addressed but all issues have been verbally agreed to.
  
  Regards,
  ****** *******

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Able Roofing was consulted in February 2022 to repair the flashing and leaking on the roof of our sunroom. The work was "completed" in April. Able was then contacted in June/July 2022 with a complaint that the leak wasn't fixed and the sunroom still leaks when it rains. Able assured me multiple times that the person who performed the work would reach out to work on a solution, which never occurred. We contacted Able 2-3 times in 2022 to resolve the matter. We reached out again during 2023 with no response. We finally reached out again in March and were eventually told by the Operations Manager that the warranty on the repair was only 90 days and that even though we initially called with this complaint during the warranty period, it was now lapsed and there is nothing they can do aside from sending out a different person and paying again to redo the work.

  

  Business response

  04/15/2024

  We did a repair on customer’s sunroom in April 2022.  Job scope on contract:
  "This repair is for above the glass room addition out back. We are to repair the shingled eave only, not doing anything with the glass room portion.  Remove existing gutter along eave, remove a couple rows of shingles as necessary, install new drip edge along eave (jumbo sized drip/gutter apron if necessary) and install new shingles back down. Customer understands this won't be an exact color match, and customer understands we will not be doing anything with the glass room addition and any problems associated with that will not be resolved."
  
  Leak only occurs during heavy rain, customer did call in reporting such in June 2022. 
  
  Customer called in again in August 2022.  Salesman explained that the leak might have been due to the flashing of the sunroom (which we didn’t do, nor can we work on due to the nature of the glass sunroom; this was outlined in their contract).
  
  February 22, 2024: Customer called in reporting this same leak, was told they are out of warranty, and reminded that their heavy rain-leaking issue is because of flashing described above. 
  
  They called in again on March 21,2024 and spoke with the Office Manager. The Office Manager informed them that there is nothing we can do as a courtesy at this point.  He claimed he called several times in 2023.  The Office Manager informed him that there is no record of them calling in since August 2022.  The Office Manager gave him their direct phone number, he said he would get with his wife, and that he would call the Office Manager back. Never heard from him. The Office Manager did not tell him we could fix the issue by sending someone out and charge them for re-doing the work.

  Customer response

  04/16/2024

  I am rejecting this response because: The original quote from 1/26/2022 (attached) stated that they would be repairing the flashing. In the February call, the manager stated almost exactly they could "send someone else out and requote for the work", but there was nothing they do because it was out of warranty. 
  
  Regards,
  
  ***** **** **

  

  Business response

  05/29/2024

  I'm reattaching the signed contract, as it lays out exactly what was agreed to. You can also reference "Additional Terms" point 3. 

  "This repair is for above the glass room addition out back. We are to repair the shingled eave only, not doing anything with the glass room portion.  Remove existing gutter along eave, remove a couple rows of shingles as necessary, install new drip edge along eave (jumbo sized drip/gutter apron if necessary) and install new shingles back down. Customer understands this won't be an exact color match, and customer understands we will not be doing anything with the glass room addition and any problems associated with that will not be resolved.”

  Customer response

  06/14/2024

  Able’s insistence on not wanting to resolve this problem is becoming increasingly infuriating. Their last two responses have been the same. It’s like they’re purposely trying to drag this out. 

  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer service is terrible. management is terrible. Ran over a nail that gashed my tire that they left in the driveway. They refused to reimburse me for my tire. Now they installed gutters and they are not functioning properly. They said it was a problem with my roof. When there was no problem prior.

  

  Business response

  04/19/2024

  Hello,

   

  It appears that the issue has been explained to the customer, but they refuse to accept the response. 

   

  This was the response the customer was provided:

  "Hi ******, this is Vivian in Production. Chris, your Project Manager reached back out to you and left a voicemail this past Friday to update you on the findings from our gutter crew's inspection, and asked if you would like to schedule a time to meet with your Salesman, as the issue you currently have, is in fact roof related. He has not heard back from you. You have a dip on the entire edge of your eave, which could cause there to be rotten wood underneath your shingles, causing water to pool along the entire eave then dripping back behind your gutter through the soffit / fascia. "

   

  This was ******'s response: "Spoke with him. All he did was try to sell Me a new roof. But it's ok mlive and fox new 17 just contacted me for a story. So it's fine".

   

  We were not contracted to address anything pertaining to your roof, and would be happy to provide a quote.

  Customer response

  04/19/2024

  I am rejecting this response because: they sold me a product that doesn’t work. They sold me something I can not use. Image selling me a tv that turns on but doesn’t have a picture. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the house I am living in in April 2023, I asked for estimates and Mr Roof responded with their rep Brett A****. The agreed upon price was in the area of $7000.00 which I told him i would pay when the work was done. However they did not complete the work requested, as I requested because the first thing I needed done was the Fascia board in the front, they showed up late in the evening and put the roof and boarding up and everyone kept telling me that the next guy would do the work on the Fascia board. After calling several times about debris they left on the property i received a email that they did not do that type of work, which to me is bait and switch. I am a disabled veteran and the aggravation this has caused me has affected me greatly. I need assistance as they are threatening me with court action on work they did not do.

  

  Business response

  04/15/2024

  The roof was installed to code per the contract and approved by the City of **********. The additional fascia on the front porch can’t be installed unless a carpenter is hired. We need something we can securely nail into. We offered Mr. ***** 2 choice: 1. After he had a carpenter fix the area behind the fascia and we would come back and install the fascia 2. We would refund him twice the amount he paid for the fascia in question. (Roughly $300) Mr. Roof isn’t making additional money by Mr. ***** hiring his own carpenter nor coming back to install 2 or 3 pieces of fascia board. Additionally, no reasonable person would expect for what little money that charged for fascia board would include redoing the structure of the porch. 

  Customer response

  04/26/2024

   Mr. Roof has stated that they are willing to reimburse me, however they have swindled me by bypassing the frontal work as I requested and finished all the work. Because they did not finish as requested I was not able to finish the work on my house including painting. They have threatened me and after I paid them I have yet to receive my receipt and warranty. No company is willing to complete the work after finding out that Mr. Roof was involved with the roof. They salesman never returned t o inspect the work nor did they remove the old dishes I requested. 

  

  Business response

  04/26/2024

  Hello! We wait until payment has cleared before we send out the warranty. It is on it's way.

  Customer response

  05/06/2024

  I have received your message Friday an again I reiterate that Mr Roof representative Brett A**** used a bait and switch. I asked for them to replace the Faisca on the front of my home Brett A**** stated they could do the work, yet they always started late and finished after dark stating that the next group would work on the front. After completing the work, and even though I had asked when were they going to repair the front it was always the carpenters would show up and do the work . Brett A**** lied about the work and afterward they threatened me with court action to get paid for the work they did. I was forced to delay and then cancel the work I had set up for the rest of the home as Brett A**** continued to call stating that he was going to fix this, when in fact all he was doing was gaslighting me as to having the work done. NO company will do the work after finding out that Mr Roof had did the work on the roof. I am now forced to find someone to do the rest of the work because of the LIES that was told to me by Brett A****. I have filed a complaint with the State of Michigan LARA Division in October and have not heard back from them. THIS IS A BAIT AND SWITCH tactic and is illegal. No one is willing to stand up to these tactics.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The new roof was done around 6/6/23. On 12/2/23, I informed Andrew, our contact person for Able, that there was water damage coming across our ceiling. Able came out put some silicone around the edges where they thought the leak was. The darkening ceiling area continued to get bad. They sent out their "specialist", who's email I have attached. He informed us that it was the fault of the original builder and gave us his report. What was discussed with Able/Josh, was that the water barrier was improperly installed, not running up the side of the chimney but tucked under the stone. We have pictures that we attached to show that is incorrect. Our questions were, if it was a builder's issue why didn't the chimney leak before in the 5 years prior before Able replaced the whole roof. Why, when the job was being accessed, was the issue was not addressed of the stone touching the roof line. (Which is said in his email and report). We believe given the report and our pictures of the original build that Able is placing blame on the builder for a leak when in fact they cut the water barrier and tucked it up underneath the stone which now is causing the problem. We have had other masonaries and roofers come to access the situation. They also agree with Able being at fault for cutting the water barrier when they tore the old roof off. We put a deposit down with ***** ******* company to fix Able's mistake. ***** is considering backing out of the job because of how bad Able did a job around our chimney. We are now stuck with ABle's quote to repair their mistake at almost $14,000. The brand new roof, put on by Able, 10 months ago, cost $12,824.60. Also, in the attached report, Josh claims that the stone and chimney cap used is weeping and causing the issues to come from above. ***** and mason experts disagree, knowing that that product is rated for chimney and is used frequently throughout the states. When old roof was removed, there was zero signs of water damage

  

  Business response

  04/10/2024

  We sent detailed documentation showing how this is supposed to be installed by manufacturing specs. The chimney does not have two vapor barriers, it only had a short membrane to act as an apron flashing from chimney to the roof. The original way it was built to tie into the roof was not repairable. Any roofer who touched this during removal would now be facing the same issue from a cultured stone chimney improperly built to a manufacture spec. The stone is in contact with the roof. It should be no closer than 2” to the roof. Original chimney had no apron flashing only a builder grade membrane paper to transition. This wood chase should have a chase cap made of metal. Not a concrete cap that absorbs water and saturates the wood chase. We also showed evidence the vertical walls were saturated well above the roof height. We tarped the chimney roughly 2 months ago and as far as we know have been dry since. 
  
  We also came out to investigate roof leaks above 3 can lights in the ceiling. There was zero evidence of water infiltration from the roof, but condensation from the home around the can lights, these were all missing their air tight seals at the ceiling.

   

  Customer response

  04/16/2024

  I am rejecting this response because:  your statement (that any roofer that did the job would be dealing with the same problems) is nonsense. Able roofing bid on the job, your team looked and came out several times took pictures and never once was the stone an issue or brought up ever. The water barrier that was in place as part of the flashing that your team removed and damaged and tucked back under is the problem. the way the roof and chimney were done may have not been to exactly builder specs. but it did not leek around the chimney at all the way it is now. regardless of how the flashing was done the removal of it in the way your team did it is now the issue. again, when the removal was happening, and the team ran into the (issue) of the stone and water barrier. why were we not notified we were home? why wasn't the project manager notified? why wasn't a project manager on site? there has to be a better way to resolve this than us paying another $ 14,000 to able roofing to fix the issue.
  
  Regards,
  ***** *******

  

  Business response

  04/22/2024

  This issue in question is the chimney, not the roof. The roof is not leaking, the chimney is. We were contracted for the roof, not the chimney. Roofers specialize in roofing, not chimney. No matter which roofing company you hired, the result would have been the same. In our before photos it shows the issue in question was being covered up. Luckily, we have a masonry expert on staff who was able to provide you with an explanation as to what the issue is and how to address it. Most roofing companies do not have that capability. 

  Stair step flashing is a no go as all flashing MUST be behind the stone itself. You cannot flash the exterior of the stone as it’s not designed to shed water in this manner. 

  The right way to replace the original flashing given what we now know is to remove stone. Due to the amount needed to deconstruct during stone removal around the roof- we must replace all 4 sides above the roof to do this correctly. This requires scaffolding set up and some form of protection during the demolition process. 

  Customer response

  05/07/2024

  If you are not chimney experts and are roofers only, as you have stated multiple times, would it not be valid to say you should have left the flashing and chimney alone?  If your knowledge was lacking, should you have left whatever there was around the chimney untouched and just placed new shingles underneath the preexisting flashing from the actual expert who had no leak there prior. 

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

  

  Business response

  05/13/2024

  We would be happy to go over our standard roofing process with you, please give us a call. But we aren't getting into that here. We addressed the complaint and the issue with the home. We were contracted to replace the roof, we did. The roof is not leaking, the chimney is. We offered a proposal for the chimney. If the customer wants the repairs made to the chimney we provided information for that. We aren't offering you anything beyond that.

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