Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered a $17,984 written contract for a new roof, which includes a 10 year labor and 20 year underlayment warranty, with Sargent Enterprises- Best All-Around Roofing in April 2022. The new roof was completed in May 2022, at which time, *** Sargent was paid in full. We immediately started experiencing a rain induced leak in our living room wall. I contacted *** Sargent about the leak and he informed me it absolutely wasn't the roof and refused to inspect the situation. We tried other fixes for the leak such as installing rain gutters but the leak continued to worsen, causing more interior damage. In Sept 2024 we hired someone to demo the wall and investigate the exact cause of the leak. I then provided *** Sargent videos showing that the leak was indeed originating at the roof. He continued to deny responsibility. We were finally able to get him to come inspect the roof on 9/14/24. He acknowledged the staining on the interior ceiling, which he had previously told me was the sign of a roof leak, and floorboards, although he did not remove the plastic covering the demo to investigate interior wall staining which would show him the origin of the leak. He also climbed up on the roof while here. We asked him what his plan was to honor his contractual warranty and he replied to call him when it rains. We requested that he put a hose on the roof to replicate the rain leak while he was here but he refused. He would not commit to a plan of action but rather repeatedly said to call him when it rains and left without any answers or plan to repair the faulty roof. That was a month ago and we have not heard from him again. He is not honoring his contractual warranty and we are left with a damaging leak as well as a large hole in our living room wall, which we would not have had to pay someone to make if he had honored the warranty when we first reported the leak in August of 2022. This has been an ongoing issue since 5/2022.

  

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  
  ******* *******
  Better Business Bureau
  Conciliation & Engagement Department
  ************** / **************
  
  
  Dear Rhianna,
  
  
  I would like to respond to the complaint filed by *** ****** regarding the roof installation and warranty concerns.
  
  
  The roof installation at Mr. ******* property, located at *******************************************************, was completed in May 2022 under a $17,984 contract. The contract included a limited warranty, which clearly states that the warranty becomes void if any third party performs work on the roof without prior written notice to Sargent Enterprises, as outlined in section 12 of the warranty agreement. This warranty was provided to Mr. ****** before work began.
  
  
  When I was called to inspect the alleged roof leak in September 2024, I noticed that significant repairs had already been made inside the house, including sheetrock repairs. Additionally, I observed signs of a repair on the roof and the installation of rain gutters, which I did not perform. These actions suggest third-party involvement, which voids the warranty according to the terms of the contract.
  
  
  During my inspection on 9/14/24, I observed staining on the ceiling. While Mr. ****** indicated that this suggested a roof leak, I was unable to determine the precise cause of the leak without additional inspection during rainfall, as using a hose would not accurately replicate natural rain conditions. I advised Mr. ****** to contact me during or after the next rain event so that I could inspect the roof under those conditions.
  
  I understand Mr. ******* frustration, but due to the repairs performed and the installation of gutters without my knowledge or involvement, the warranty is void. I am, however, open to discussing further solutions and working with Mr. ****** outside the original warranty terms to resolve his concerns.
  
  Sincerely,

  Ronald Sargent
  Sargent Enterprises Inc. D.B.A. Best All Around Roofing
  26033 ******** Rd.
  *********************
  **************
  

  
  

  Customer Answer

  Date: 10/17/2024

  Mr. Sargent,

  There has been no repair work done on the roof.  We did have to put up gutters.  They were installed by a licensed professional, do not roof, and are no where close the leak.  We would not have had to install these gutters if you had come to investigate the leak when we first reported it to you over two years ago.  We never received a copy of your full warranty. 

  We entered into contract with you expecting quality workmanship and products and a valid warranty to back us up if something went wrong. Instead we received faulty workmanship and excuses from you about why you won't honor your warranty and fix it. First it was that there was no way it was the roof even though we stated that the leak started right after the new roof was installed.  My wife asked you to come out and fix some flashing that was bent up after the roof install and you told her to have me go up and fix it, which would have been a breach of contract.  You ghosted us on both issues.  Next, we sent you video proof of the leak and damage so you had to finally come out but at that point told us you couldn't do anything until it rained.  I asked you to use a hose and you said that wouldn't work but that is exactly what you told my wife to do in her initial call to report the problem.  You told her to use a hose herself to figure out where the leak was and now you are trying to use this technique as another excuse to void our warranty.  Now your final excuse is that the warranty is void due to steps we had to take to try to figure out the leak that was coming from your faulty roof since you refused to even come on site to investigate. 

  I don't think we are asking too much to expect you to honor your warranty and fix your faulty roof that has allowed rain water into our walls and has caused extensive damage to the inside of our house.  That is the expected outcome of this experience. 

   

  

  Business Response

  Date: 10/22/2024

  
  
  
  Please be advised that a roofing technician has been dispatched to address the leak at *** Wagners property. As of yesterday, the necessary repairs have been completed.
  
  
  Should you require any further information or documentation, please do not hesitate to contact us.
  
  
  Sincerely,
  Ronald Sargent 

  Best All Around Roofing 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ********************** took my $19,000.00 and ran.A friend referred ********************** Best all Around Roofing to me, so I called them and *** ********************** came out. He inspected my roof and said I needed a total new roof. He did the contract on his i-pad and said he would send me a copy with pictures. Never did. Mr ********************** also said he would contact my insurance company so they could help pay. Never did. I asked for a start date estimate and he told me he was going on a cruise for 10 days and it would be a couple weeks. Over a month later I had heard nothing from him. By this time I had contacted my insurance company and they sent an adjuster who informed me I did not need a total new roof just repairs. I contacted Mr ********************** and told him I wanted my $19,000.00 back and did not want him doing my roof. He proceeded to tell me he had been on the cruise and then got sick but was going to start my roof next week. I told him no I don't need a total new roof and I don't want him doing my roof. I just want him to send my $19,000.00 back. I waited patiently to receive the money and nothing. Sept 19th was the last time Mr. ********************** contacted me and that was to thank me for the money. He is just holding my money.Now I find he has done this to others. It truly makes me wonder about The Registrar of Contractors who say they don't feel he has done anything to be reprimanded for and with a hand full of complaints the BBB still gives him an A+ rating. Why?If you value your hard earned income stay away from this ********************** Best All Around Roofing.

  

  Business Response

  Date: 03/18/2024

  
  
  Dear Better Business Bureau,
  
  I'm reaching out regarding a matter of utmost importance to our business, involving a complaint previously filed against us. The ******* ************************* has concluded its thorough investigation, resulting in the dismissal of the complaint and an important finding: it was the complainant who was found to be in breach of contract, not our company.
  
  This outcome not only vindicates our business practices but also highlights our unwavering commitment to honor our contractual obligations. It's a testament to our integrity and the ethical standards we uphold in all our businesses dealings. 
  
  Thank you very much for your attention to this matter.  
  
  Best regards,
  
  Ronald Sargent