ComplaintsforMr. Roof, Able Roofing & Contractors Inc

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible workmanship on our siding. After they had someone come back out and work on some of the complaints they still neglect the cosmetics. Ok losing battle there. They left a HUGE mess and completely destroyed our landscaping and refuse to clean it up! Thousands of nails, garbage and debris have been picked up. Now we still have sharp shards of aluminum all over but also millions of paint chips. So, underneath the siding where there is aluminum trim there is fascia board. When it was originally built, the builder painted the fascia board to protect the wood against mold and mildew. Typically then they used lead based paint because it worked great to protect the wood. The problem comes when the paint is disturbed like it was. With the home being 60 years old, the paint just flaked off as they removed the old aluminum trim. The flaked all over our landscaping are most likely lead based paint!!! We want Mr Roof to clean up the job or pay to have it cleaned up. We got a quote of $1700 to clean up their HUGE mess!! In the meantime our dogs and kids are being exposed to this as is our neighborhood. Also, the sharp shards of metal all over and nails are going to injure someone! The VP will not budge and is refusing to clean it up!!

  

  Business response

  05/10/2022

  Mr. Roof bends over backwards to make every homeowner happy. Enclosed is the wording from the letter sent to this homeowner showing this strong effort: 

   

  Mr. ******,
  
  The first installation crew, along with Scott our siding manager requested a final punch list several times during and after the completion of your installation. In an extra effort for this punch list they offered to facetime while the crew was on site. Unfortunately, you refused this standard operating procedure and opted to forward a punch list to senior managers, which is how I got involved. Per our conversation I sent a different installation crew to your home. This crew went through your extensive punch list and completed it to your satisfaction before they left. Please understand, a lot of stuff on your punch list is stuff not normally done. For example, you might be the only home in our 50 years of doing business where we put caulking over the trim nails. This was fine, the second crew had instructions not to leave until a best effort was put forward to make you a happy Mr. Roof homeowner.    
  
  The above being said and reading your email. It should be noted with you requiring to walking the siding installation with the initial building inspector during his first inspection. The only two things he found wrong with the installation was some caulking around the chimney and caps on the corner posts. Manufacturers don’t make corner post caps and each homeowner likes it done in a different way. Therefore, this is always done during the final punch list completion. Bottom line if you would’ve given us your punch list before the first inspection by the building inspector. The only violation with you walking the job with him was caulk around the chimney.
  
  Enclosed is your invoice and the approval from the city, which per your contract means the installation is complete and the balance on the invoice is due.
  
  It’s always our desire to make every homeowner happy. In an act of good faith, we are willing to offer a happy homeowner discount of $500.00. This offer of good faith will be retracted if payment in full is not received by May 31, 2022. Please either subtract this amount off the balance of the enclosed invoice or a check can be mailed out to you.
  
  To reiterate After May 31, 2022 the full balance will be due along with any fees that are incurred during this process to collect the outstanding balance.

  Customer response

  05/10/2022

  I am rejecting this response because their response is full of lies. We have records as well which we have sent to your attorney.
  
  Their “work crew” never left one single drop Cloth and DESTROYED our landscape which is now covered in paint chips (most likely lewd based). I have been picking up nails for WEEKS! They have made zero attempt to Clean up our property and even left huge boxes of building material in our driveway!
  
  They are in breach of contract and need to get back here and finish the job. Clean up is in the contract. We were quoted $1700 to Clean it up. They also destroyed stepping stones and landscaping lights.
  
  We have a lawyer in contact with them as they told us o oh yo speak to their attorney. Yet, they still sent an email to us directly - to subtly hint AKA threaten defamation if we tell anyone about their business practices!
  
  I can show you a million pictures of what damage they have done to our property and they have been absolutely negligent.
  

  
  

  Regards,
  *** ******

  

  Business response

  05/25/2022

  Dear BBB,

  We tested the paint, there was no lead. As mentioned in our previous response, there aren't "results" for this test. The homeowner has not provided proof that it was lead paint because it was not lead paint. 

  Best,

   

  Customer response

  05/25/2022

  They are lying. We got it tested and we have the report stating it is in fact lead-based paint. Our attorney asked them to submit to us their report and findings which they refuse to do. They refused to do so because they did not have it tested at all. So we actually have proof from a reputable company who came on our property and tested everything ….  that this is in FACT lead-based paint.

  Regards,

  *** ******

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sub-standard work product Mr Roof Cincinnati (MR) produced a deficient installation. In-process photographic evidence clearly shows that MR did not meet underlayment requirements as per NRCA guidelines. Underlayment at roof hip joints is to be overlapped twice – once from each direction. MR lied about the need for underlayment at hip joints and even after customer complaint, MR knowingly cheated the project with a sub-standard installation. Ultimately the hip joint was overlaid only once & even that was of insufficient length with raggedly sloppy craftsmanship. False Advertising MR promised to “try” to complete the job in one day, but sent only 5 workers for a 12-person job. The 5 workers were on-site for 19 hours over two days (11-hours day one; 8-hours day two). Other top-tier roofer’s budget 15 workers for a 39 square roof with a very steep pitch. MR claims to be an “A+”, “#1”, “5-star” roofer, but they are not. MR installs Owens Corning shingles, but MR does not possess the “Platinum” level status of OC’s top-tier roofers. MR claims to have a BBB rating of “A+”, but BBB says they have an “A-“; MR claims a 5 of 5 star customer review, but their BBB customer review is 3.65. No Supervision MR claims to have “highly trained” roofers, but they made numerous errors throughout their 19-hours on-site. Highly trained” crew tried to cheat project with only half of the required ice guard protection – issue corrected only after customer complaint. Other gaps and errors corrected only after customer complaint. Crew was unsupervised for 90% of the critical work being performed. Crew threw shingles on one of only two decorative trees they were advised to protect. Deceitful Practices MR false representation led to a top-tier price for a below average installation. Workers are forced to work at a blistering pace, also diminishing quality of workmanship. See MR complaint exhibits for photos and other documents. MR complaint doc provides a more detailed description of each.

  

  Business response

  04/19/2022

  I spoke with the General Manager of the Cincinnati branch who was very familiar with Mr. ***** roof installation. He was actually on-site during the sale, spent some time there during installation, and spoke with him a few times on the phone and via email.  Here are the major bullet points and his observations on all of them.
  
  1. We did not complete the job in one day -  We did have 6 men on the crew, but that is more than enough with the crew we sent. The major problem is that the crew would get interrupted by the customer for issues that he thought were not correct, when, in fact, he was just observing as the job was in progress.  This caused them to stop on several occasions, and to move slower. 

  
  2. We made mistakes on the installation - We did, in fact, have an issue with the ice and water shield where the 6 foot direction did not make it onto the copy of the contract, but it was noticed by Kevin (PM) who brought it to the attention of the customer (not the other way around as claimed) and it was corrected on the spot.  The underlayment on the hip joints was also done correctly, but that was another instance of him reviewing the job before it was complete.  We also had to have Kevin go get metal flashing from a distributor because it was not sent on the initial delivery.  Bottom line, the roof was installed correctly, 100%, and to the contract that he signed.

  
  3. We damaged his property -  There were 2 decorative trees that he said were damaged because they “are not blooming”, which has nothing to do with our installation of his roof.  He also at  one time claimed that we had  damaged his downspout on the front of his house, but we were able to show him photo evidence from the estimate which proved that this was false.
  

  4.We did not have a crew leader on the job the entire time-  Here, he is not completely incorrect.  Gardencio, the crew leader, was back and forth between jobs on the first day and in the morning on the second day.  However, Kevin was there for a lot of the time that Gardencio was not, and he has a very experienced crew that does not always require supervision.  Once he complained, we had someone there the entire time.
  
  

  After having  spoken with ***** several times, I told him that due to the fact that it was an inconvenience for him that we did not complete the roof in one day, I would extend the warranty on labor, and also because I was very confident in the workmanship on the  job.  He told me that this was unacceptable, and that we needed to give him 25 years and a significant amount of money off for all of our “errors”.  I then took the 5 years off of the table, and he told me that he would take it to arbitration.  Then, once he  paid his bill in full 2 days later, I assumed that he had decided better of it.  Bottom line, there is nothing wrong with the roof we put on his house, or the job we did in any way, shape, or form, and we have fully lived up to what he was told during the presentation, and during the job.

  Customer response

  04/21/2022

  I am rejecting this response because: 

  Mr. Roof's reply doesn't begin to address the primary issue. The primary issue is contained in Exhibits A-1 through A-3 of the initial complaint, plus the corresponding narrative. Moreover, every one of Mr. Roof's response-points are complete falsehoods. A detailed explanation is attached.  
  

  

  Business response

  05/16/2022

  Mr *****,

   

  We stand behind our work and would be happy to come out and review your roof with you. We would also be happy to extend your roof warranty an additional 5 years because we are confident in our installation and materials. Photos were not attached to this complaint, so we aren't able to review your photographic evidence of your claims, but as mentioned, we would be happy to come out and review the roof with you.

   

  Best,

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Roof was not put on incorrectly and job not completed but we are being forced to pay for it or we will be sent to collections agency and warrantee will be voided.

  

  Business response

  04/08/2022

  I shared the details of the complaint with the local GM who will follow up on the complaint.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have several engineered roofs under contract with Mr. Roof in Nashville TN.. Two of them are having issues and we have repeatedly reached out to Mr. Roof over the past month always with them promising to send a Tech. out to check the roofs which never seems to happen and we never hear anything back from them.. The reason that we have done so many of our new roof installations with Mr. Roof in the past is because of the 10 Year warranty and quality products.. Their warranty covers materials and labor for up to 10 years from the time of installation and both of the properties are still under warranty.. At the moment I'm extremely disappointed in the company and the way they have ignored our requests.. What I would like is for them to uphold their end of the contract....

  

  Business response

  04/08/2022

  I have sent the customers details to the local Nashville GM to handle the complaint.

  Customer response

  04/08/2022

  I am rejecting this response because: I have checked my emails and have seen nothing come through from Mr Roof..  Possibly they have gotten my email mixed up or left out a character/letter in the email address..  My email address is thomassaffell@ymail.com...  They can also send the contact info. to my business partner's email which is stageit2sellit@yahoo.com...  I looked in the "Trash" and "Spam" folders just to make sure that it wasn't in them as well and I couldn't find anything... 
  
  Regards,
  
  ****** *******

  

  Business response

  04/20/2022

  Daniel called and left a voicemail. I was also assured that a crew would be going out to the customers home on 4/19 to inspect the customers complaints.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, i noticed a water spot develop on my ceiling after a particularly hard, prolonged rain. This only occurred once and there was no active leaking (dripping, etc.) but clearly there was an issue that needed to be addressed before it came to that. I hired Mr. Roof to replace the roof on that slope of my home. I requested metal roofing, which they told me was not possible due to the flat slope of that section of roof. (This turned out to be untrue.) They recommended SBS roofing instead. I also had the gutters on my home replaced by Mr. Roof as some were sagging and in need of repair. Upon installation in November 2021, I was unhappy with the appearance of the roof but as it was only one section in the back of the home I was content to just live with it. On New Year's Day, 2022, I came home to find the ceiling under the new roof actively leaking. Several heavy drips were present, plaster was falling, etc. At that point I noticed significant wrinkling in the material on the new roof. I contacted Mr. Roof and after sending someone to look at their roof, they said it was a pre-existing condition and refused to take responsibility. They offered to make repairs "as a courtesy" but refused to place a warranty on their repairs or materials they used. We finally agreed to have a 3rd party inspect their work. The inspector, ***** ********, found numerous issues with the installation of both the roof and the gutters. They hadn't even installed the type of roof they recommended and charged me for. He recommended repairs be done by someone other than Mr. Roof due to the shoddy quality of their previous work and that Mr. Roof pay for these repairs. I sent the report from Mr. ********, including several photos of their shoddy workmanship and an estimate for repairs, to Mr. Roof on 2/25 and as of today, 3/8, I have received no response. I would like for Mr. Roof to pay for the cost of the repairs laid out by Mr. ********. My roof now actively leaks every single time it rains.

  Customer response

  03/10/2022

  From: *** ****** <******************>
  Date: Wed, Mar 9, 2022 at 11:51 AM
  Subject: complaint number 16857874
  To: Better Business Bureau <disputeresolution@centralohio.bbb.org>
  
  
  Good morning,
  
  Regarding the above referenced complaint, there were several emails exchanged yesterday between Mr. Roof and the individual that completed my roof inspection, ***** ********. In said communications, Mr. Roof alluded that they offered to fix the source of my roof leak, which is apparently a pipe on my 2nd story and that I declined due to the additional expense this would entail. They referenced several other repairs that they said I declined as well. These claims are unequivocally false and absurd. Why would I go to the effort and expense of having a slope of my roof replaced and decline to repair the source of the leak?? I am attaching the email in which they made these false claims and the change order from Mr. Roof that details the repairs they DID offer to make. I declined to sign the change order because Mr. Roof refused to acknowledge any responsibility for the worsened leak. They also refused to back up any new repairs with a warranty on the materials or work provided. They falsely stated to Mr. ******** that I was asking for a warranty on materials they did not provide even though I stated repeatedly that I only wanted them to warranty materials they were providing and work they were doing. It's impossible that they misunderstood me on this point as I reiterated it repeatedly and each time they told me I was "asking for too much". They also tried to tell me that Mr. ******** was incorrect about the type of material they used on my roof, as he noted that it was not the type that was promised in my contract. The fact that Mr. Roof is scrambling to discredit Mr. ******** and me is very telling and not in keeping with the actions of a company that operates ethically. I have kept every single communication I've had in writing with Mr. Roof since the very beginning and can provide if necessary. I am only trying to get my house restored to a state where it no longer leaks and am hoping to not have to pay to have the same slope of roof replaced twice due to the negligence of Mr. Roof. I have agreed to let Mr. ******** make the necessary repairs and am hoping to be reimbursed for those by Mr. Roof. Your assistance in this matter is greatly appreciated. 
  
  Sincerely,
  
  *** ******

  

  Business response

  03/11/2022

  She originally called us out for the flat roof section on her home to be replaced and gutters. There was no mention of a leak to the estimator. We removed metal and installed SBS (SBS modified bitumen roofing is a material made out of asphalt and synthetic rubber, making it an exceptionally flexible material for flat roofs. SBS can be installed with a variety of application methods including cold applied, heat weld, self-adhered, mechanically fastened, and hot applied applications) and 3 sections of gutters on her home (that were indeed falling off her house. Andy and **** set up a meeting with her to which they pointed out many of the same issues that Mr. ******** did, wrote up a change order (attached) that she refused to sign because we (Mr. Roof) wouldn’t warranty products and work that were on her home before we even stepped foot on her property. We agreed that she would have a 3rd party out to inspect. Not the inspection of a competitor, Eclipse Roofing. There are several before photos that show the condition of the property before we were called out there.
  
  There are also several accusations on Mr. ******** estimate that we don’t stand by. We contracted SBS to be installed on her low slope roof. SBS can be installed with a variety of application methods, as stated above. We installed the self-adhered method to her flat roof because it has a base and cap sheet which allows for the product to better seal all seams. Mr. ******** also quoted *** ****** for work that we were not contracted to perform on our estimate.
  
  At this time, we stand by the work performed at *** ******’s house and will not be refunding any money to her. We are open to performing the work stated in the change order that was offered to her (attached) but will only warranty the work and materials that Mr. Roof is providing. We can not be held liable for work and material installed to *** ******’s property by anyone other than Mr. Roof. We stand behind our products and workmanship only. 

  

  Business response

  03/16/2022

  In her email to **** 02/03 she stated she would be hiring a 3rd party inspector to “see what kind of explanation they can offer” to which she didn’t. She hired the president of another roofing company, Mr. ********,  who has quoted for repairs that Mr. Roof wasn’t contracted to do. On her legal document (contract signed by her with us) on page 4 line 6 she signed off on “Are there any existing leaks in the roof? NO”.  Below is the change order that was originally offered to *** ******:
  
  Mr. Roof will attempt to adhere the installed SBS cap to the home's substrate behind the vinyl cladding. In order to perform the aforementioned work, Mr. Roof will need to remove and reset the lower two courses of vinyl cladding that is located just above the SBS roofing. Mr. Roof will replace a piece of siding with an in stock white vinyl cladding if a section of existing vinyl cladding is damaged while the work is being performed. The aforementioned work is being performed as a customer satisfaction and the homeowner understands that the previously performed work did not cause the current leak but rather the defective cladding above the SBS has caused the leak. Mr. Roof holds no warranties or guarantees on the aforesaid repairs.”
  
  Below are the notes from *** ****** when scheduling her original appointment with our company:
  
  “Est. for gutters and a metal roof on the back portion of the house. Options for financing."
  
  
  With the information provided from *** ****** regarding her needs to her property we quoted for the metal roof to be taken off, SBS to be installed and 3 sections of gutters to be replaced. All of which have been completed by Mr. Roof. The change order drafted for *** ****** was to be performed as a customer satisfaction. She wasn’t paying for the work being done. The vinyl cladding on *** ******’s house, mentioned in the change order above, was installed incorrectly to her home in the beginning. As a customer satisfaction Mr. Roof offered to attempt to run the SBS underneath the siding on the existing wall and replace the bottom 2 siding panels with an instock panel at no charge to her. To which she declined.
  
  Mr. ********* quote, again, is for repairs at *** ******’s property that Mr. Roof wasn’t contracted to repair. We stand by the work performed at *** ******’s property and will warranty any and all work that we performed on her home per our contract. We will not be refunding her contract for work that we contracted and installed because Mr. ******** found additional issues with her property outside of what Mr. Roof contracted to install.

  Customer response

  03/23/2022

  ---------- Forwarded message ---------
  From: *** ****** <******************>
  Date: Tue, Mar 22, 2022 at 11:58 AM
  Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #16857874.
  To: <disputeresolution@centralohio.bbb.org>
  
  
  It's disappointing that the BBB is not actually concerned with resolving issues but closing cases. I will be contacting an attorney. 
  
  Sent from Yahoo Mail on Android

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told they would cover/protect bushes and house . Did not even come close . Three screens were damaged . Two they fixed. Front light took abuse. Bushes were not covered . Deck tarps failed. Marks and scratches on several areas of stone, brick, and spindles. They made less than an attempt to pick up nails. We had nails in the house that stuck to our shoes.Discussed replacement of old step flash with sales person Luke.Then discovered they where using old flashing. The new flashing was then used after I talked to the installers. But they just pushed them in under siding until they hit resistance and stopped. Far short of a code to acceptance. In some cases not turned up at all. I have underpayment that doesn’t even meet the siding under shingles leaving plywood vulnerable. I have shingles Improperly installed around vent boot. In one case the shingles fell short of lapping under siding. The first night I came home to find them working in complete darkness with no lights.

  

  Business response

  03/09/2022

  We have reached out to this customer and will be meeting with them tomorrow to review their complaints and address concerns.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Able Roofing in November 2021 to address a leak that was coming from the roofline meeting the roof right above my family room. I was clear - from the beginning - I needed to stop the leak from the roof into my family room. I received three competitive bids. It was my understanding, from Able, that the solution they offered would address and stop the leak. In early December, they replaced my roof at a cost of $9422.50. They promised me this would take care of my problem. I paid $4711.25 or half the cost to get the job completed. I would be billed and pay the second half when - as a satisfied customer - the roof was repaired. Every person connected with Able - to that point - made the promise that their work would take care of my problem. On Christmas Day, 12/25/2021, water started pouring in from THE EXACT PLACE where the leak had previously come. I immediately wrote a letter to the President of Able Roofing - a letter he or anyone from the President's office - has ever responded to. In January, they sent out two men to assess the problem. They both acknowledged that there were problems with the leak they had not addressed. Josh, (their stucco guy), said that either $300 to paint the stucco would take care of this or it would cost $7,000 to repair the wall. I told him that he was the first Able Roofing person to tell me this. I also asked why they had replaced my whole roof when I really didn't need that. He told me that the salesmen sell roofs. That's why they know. I said, Able needs to make this right. Able gave me a $300 credit for me to paint my stucco on the wall. There was no offer to do the work or to make it right. I told them that was not enough because they had my money for doing the wrong job on my roof. Today, I was told by Lisa in the Billing Department that everyone including the president has told her she needs to collect my money and they are now done. I need this fixed. They are sending me to a bill collector on 3/2.

  

  Business response

  03/04/2022

  Mr ******, Able as well as two other roofing companies were brought to your house to look at the leak. All three companies identified the roof being the issue given that the roof was 20 years old and a tarp had been placed on the rear slope of the roof. We were not contracted to repair or replace the stucco work. When a leak was presented to us after the roof install, we looked at any other issues that could also have been a contributing factor to the issue at hand. We recommended starting with painting the wall, as it is already painted and well overdue to be painted again. A credit was issued to use toward this work as do not offer painting services. We also mentioned to you that you have severely rotted wood trim on the front of the home. Please keep an eye on this as it would also present as a roof leak in certain areas. Regarding the initial email you sent to the company, this was initially sent to a CEO of a company in Canada. This company has no association with Able Roof.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8, 2021 we contracted with Mr. Roof to replace our chimney cap. The work was performed on August 12, 2021. The total cost of the project was $3790.00. In November of 2021 I had ******* Chimney come to inspect my chimney and fireplaces for two gas inserts. Upon their inspection of the work they noted in their report with pictures that the new chimney cap was dry laid by the mason and there was a missing critter cap and pieces were secured in place on the roof of my house. I called Mr. Roof right away and emailed the report from ******* chimney. I have sent multiple follow up emails and to date have not been able to get the necessary repairs completed. I need help getting the repairs completed.

  

  Business response

  01/19/2022

  The GM for the Grand Rapids location has been in contact with this customer regarding the issue. 

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2021, I had a quote done to repair or to replace my roof. The sales guy was very nice and took his time to inspect my roof before making a quote. While we waited for the calculations for the repair, he showed me the three replacement packages. The three packages came with different options plus they had a special promo running where you received free upgrades. After reviewing the price for the repair of my roof, I decided that it made more sense to replace. We went over the packages again to see which was right for my situation. I told him that I didn't want to go with the low-end package because the room that I want to replace was a cheap shingle. We then talked about the high-end package, but I told him that I didn't want to spend that much. He then asked if I planned on staying in the house for a long time. My response was that I was looking to move in the next 5 years. So, we both agreed that the best package was the middle of the road option. Which I remember verifying with him 2-3 times to make sure that the ring shank nails and the surenail shingles were included. So, I signed the contract, and they scheduled the install. Before then they dropped off the materials. But before the scheduled day we started to get a heavy rainstorm, so I covered the material with my tarp. About a week later they did the install. After it was all complete, I found out that they took my tarp. I was able to get reimbursed for that. However, I also found out that they damage my facia and gutter. Still waiting for repairs. 12/15-12-16/21 we had some nasty windstorms which ended up blowing a couple shingles off my roof. This is when I discovered that Mr. Roof installed the low-end shingles on my roof. I contacted Mr. Roof about this issue on 12/16 and the guy was going to forward my info to someone else. Contacted again on 12/17 and they said that I didn't buy the middle end package and would call me back after they looked into it. Still waiting for a response.

  

  Business response

  01/05/2022

  In your contract it states that the promo was applied with free upgrades to the underlayment and nails but the shingle package you chose is the Roofguard package with a 5 year labor warranty and lifetime manufacturer’s warranty. We replaced the shingles that had blown off due to the high winds shortly after install and have repaired the gutters. All communications have been completed and documented by the GM.

  Customer response

  01/11/2022

  1. Gutters have not been repaired, they scratched them all up. They finally "Un-bent" the spot they bent. But it is still visible. I have only asked for the one on the front of the house replaced even thou they scratched them all. Nor has the facia been addressed.

  2. They keep saying that the contract I signed is what I received. However, that doesn't prove what I was promised by the guy doing the quoting. I asked multiple times what I was receiving with what I was signing, and he reassured me every time that it was the 6' feet of ice shield, ring nails, and the shingles with the upgraded nailing strip. I have asked for the actual quote, but they have not produced what was shown to me that day. I feel it is pretty low to blame the customer for the bait and switch or the simple miss click of the guy doing the quote. Again, I have no idea what the packages are called so I have to trust what the guy says. I am also shocked that they don't want to find out why I was promised something that I didn't receive. I feel there is major disconnect here and customer satisfaction is not number one.

  
  3. The shingles blew off of my roof due to poor craftsmanship. I have pictures of the shingles that blew off. They failed to remove the plastic covers from the shingles tar strips before installation. As you can see, there are more shingles that possibly have the same issue.
  
  Regards,
  
  ******* *****

  

  Business response

  01/21/2022

  I reached out to the local GM in your area and they assured me they will be in touch with you in 1-2 business days to reach a resolution.

  Customer response

  02/16/2022

  Yes the GM finally contacted me. They still claim that I received what I signed for. However, I know what the sales guy told me and that is why I signed the contract. I do not know what the packages are called or what the shingles are named. I had to trust what the sales guy was saying. Which I made sure to confirm with the guy several times as we signed the paperwork. Basically he told me that it is my job to know what I am signing regardless of what they name things. As far as the poor craftsmanship, they said that is how the shingles are supposed to be installed and I need to trust them. I would like manufactures proof. Because as you can see from the previously stated apparently I cannot trust what they are saying. Finally we agreed that they would fix my gutter, facia, damaged shingle, and they would extent the installers warranty to 7 years. I do not want to close the complaint until everything is complete and they agree to change the way they do things.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met with a sales person from their company who assured me that the issues I was seeing on my bricks would be taken care of by tuck pointing on the outside of my house. Once the estimate was given, I provided half of the payment for services. Even though I was told I would receive a call to set up a time for service within ten days, it took two months qnd a lot of emails and phone calls to get someone to set up a time for service. Once the contractor came to see the house he reported that work on my front porch could not be done because there was paint on the bricks, which I believe is something the salesperson should have been aware of. The contractor did not perform work on any of the areas on the outside of the house that might address the issues I was seeing inside the house. When I asked questions about this, I was met with resistance and told that the issues I was seeing inside were not notated on the service order. I was told that they dont do the service that would be necessary to resolve the issue I was seeing. Since then, I have complained several times but received no response from the management team, and have been threatened with collections. It is my stance that I was sold a service under false pretenses, and that this company has been dragging its feet to address my claim in the hopes that I will give up and accept that they sold me a service that did not fully address the reason why I putchased the service. They have been non-communicative from the start. I also got new gutters installed by this company, and there were issues surrounding the salesperson's ability to do their job effectively in that instance as well, but the bricks were my main issue when contacting this company for service.

  

  Business response

  01/03/2022

  On-site meeting with ***** and the crew. Her three interior leaks are in the ceiling below the large chimney, driveway side large window below the window, and back left window. Any water issues masonry related will be resolved once this is done. She knows she has rotten wood below the chimney in the roof and she needs to caulk and paint around all her windows. Job is 100% complete. *** ***** also spoke with her and reiterated the work was complete as contracted.

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