Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2023, we had Division 1 replace our roof. Prior to this, we had squirrrels chew a hole in a part that attached to the roof. When the crew hired by Divison 1 replaced the roof they removed the repair that was put in and did not put it back. Doing so opened the hole back up and more squirrels invaded our home. This second invasion cost us 778.52 to remove the squirrels and repair the damage a second time. This does not include the repairs that will need to be done to the wiring. I notified our sales representative by email on October 17 and again on the 20th and the 24th. He ignored all three messages. My text to him was rudely dismissed with "google it and call the main number." I have called three times and left messages with no reply. I emailed the office@ email address on the website on October 26 and to date have no reply. The negligent act caused financial damage. I expect to be compensated.
Business response
11/01/2024
Good Morning *** ****i,
I want to start off with sincerely apologizing for the way Division 1 Roofing has handled this situation. Customer experience is our highest priority and we have dropped the ball and take full responsibility. The representative you had initially worked with on your roof replacement is no longer with the company which is why there was some miscommunication on that end. As far as the calls and email to our office go, we are getting this issue handled internally and appreciate you bringing this to our attention so future customers do not experience the same issues.
We will be compensating you the $778.52 in full for the removal of the squirrels and repairs for the damage. We will also be including additional compensation to help make up for your time totaling a reimbursement of $1,000.
A member of our Executive Team will be reaching out to you momentarily to discuss. Again, we want to sincerely apologize for completely dropping the ball and hope this resolution can help remedy the situation.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.