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:08/08/2022

  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.

  DECRA roofing material was purchased in June 2022 through a local distributor, ABC Supply, for our new home. Our house plans were sent to both ABC supply and DECRA for an cost and materials estimate. ABC Supply stated that the material and cost estimate for the entire roofing project came from DECRA an totaled $14,940 . DECRA Villa Tile was purchased through ABC Supply and installed by our contractor. The roofing material and estimate was approximately 25% short of what we needed to complete the roof. DECRA was contacted regarding this mistake and asked to provide assistance with the additional cost of material. The additional material and shipping costs were $3,605. DECRA not provide a significant discount or acknowledge their error despite several attempts to resolve this issue by direct communication with their company. Had we know that the roofing materials cost would have been over $18,000 we would have purchased a less costly product. I also attempted to register our warranty for our roof and have not had any confirmation that our purchase has been registered for warranty.
  
  DECRA underbid our project despite having final roofing and house plans.
  DECRA failed to acknowledge their mistake
  DECRA failed to provide any compensation for under biding our project despite over $3,600 in costs absorbed the homeowner.
  DECRA ignored requests to mediate this via direct communication.
  DECRA failed to provide proof of warranty despite registration
  DECRA provided damaged roofing tile with the additional material sent
  
  Desired Resolution...
  We would like to be refunded the additional $3,600 in costs as well as receive confirmation of warranty for our roof.

  Business Response

  Date: 08/22/2022

  While DECRA provides estimating tools and assistance we guarantee accuracy when providing an estimated material list.  Our estimating sheets clearly state our policy:

   

  This is a TEMPLATE and is not official DECRA Metal Roofing pricing. This template should be used as a reference when quoting, DECRA is not responsible for miscalculated ordering of materials or product. All orders placed will receive an acknowledgement of pricing in response to the email the PO was submitted by. It is the customers responsibility to verify that the pricing and quantities are accurate based on any quote received.

   

  Approved Distributors: Please contact your local DECRA representative to obtain an official price sheet.

   

  As for warranty registration confirmation, we reviewed our files and can confirm that there is a warranty on file.  Our review also shows that the homeowner was sent the attached confirmation to the email address used at warranty registration on July 17, 2022.

   

  Decra Roofing Systems is a manufacturer of stone coated metal roofing tiles based in Corona, California.  Our company has been in the business of producing these materials for over 60 years.  Our products are distributed and installed through independent dealers.

   

  If you have any further questions or concerns, please feel free to contact our warranty department: warra*************ra.com.

   

  Business Response

  Date: 09/12/2022

  While DECRA provides estimating tools and assistance we do not guarantee accuracy when providing an estimated material list.  Our estimating sheets clearly state our policy:

   

  This is a TEMPLATE and is not official DECRA Metal Roofing pricing. This template should be used as a reference when quoting, DECRA is not responsible for miscalculated ordering of materials or product. All orders placed will receive an acknowledgement of pricing in response to the email the PO was submitted by. It is the customers responsibility to verify that the pricing and quantities are accurate based on any quote received.

   

  Approved Distributors: Please contact your local DECRA representative to obtain an official price sheet.

   

  As for warranty registration confirmation, we reviewed our files and can confirm that there is a warranty on file.  Our review also shows that the homeowner was sent the attached confirmation to the email address used at warranty registration on July 17, 2022.

   

  Decra Roofing Systems is a manufacturer of stone coated metal roofing tiles based in Corona, California.  Our company has been in the business of producing these materials for over 60 years.  Our products are distributed and installed through independent dealers.

   

  If you have any further questions or concerns, please feel free to contact our warranty department: warra*************ra.com.

  Customer Answer

  Date: 09/12/2022

   I am rejecting this response because:
  
  
  
  
  
  
  
  
  
  
  
  

  DECRA refuses to
  adequately address or answer questions and concerns outlined in prior
  consumer response.
  

  
  

   

  
  

  1.

  
  
  

  CONSUMER

  
  

  We requested a
  refund of $3,605. We are willing to negotiate a refund amount that
  would include shipping costs that we incurred for the additional
  material and a partial refund on the materials provided that would
  include materials cost only not markup.

  
  
  

  Action Required –
  Accept or decline to provide a partial refund on additional materials
  as outlined above. Should you decline to provide a fair refund, this
  matter will be escalated to state consumer protection agencies.

  
  
  

  DECRA
  

  
  
  

  This is a TEMPLATE
  and is not official DECRA Metal Roofing pricing. This template should
  be used as a reference when quoting, DECRA is not responsible for
  miscalculated ordering of materials or product. All orders placed
  will receive an acknowledgement of pricing in response to the email
  the PO was submitted by. It is the customers responsibility to verify
  that the pricing and quantities are accurate based on any quote
  received. Approved Distributors: Please contact your local DECRA
  representative to obtain an official price sheet.

  
  

   

  
  

  CONSUMER

  
  
  

  The company did not
  address the request for refund as outlined above. Despite stating
  that they provide a template for a reference they did provide a cost
  estimate based on roofing plans that were sent directly to DECRA.
  They are refusing to take responsibility for their miscalculations.
  

  
  

   

  
  

  2.

  
  
  

  CONSUMER

  
  

  The DECRA warranty
  registration process only allowed for uploading of a single document.
  Therefore , I was only able to upload the original receipt of $14,940
  for the roofing materials. I have incurred an additional $3,605 in
  costs due to DECRA’s underestimation of roofing materials. I need
  DECRA to confirm that they will cover the entire cost of the roof in
  the warranty not just the original $14,940.
  

  
  
  

  DECRA

  
  
  

  As for warranty
  registration confirmation, we reviewed our files and can confirm that
  there is a warranty on file. Our review also shows that the
  homeowner was sent the attached confirmation to the email address
  used at warranty registration on July 17, 2022.

  
  
  

  CONSUMER

  
  

   

  Again, DECRA is
  failing to address the question that was originally posed. I
  understand that you sent a warranty registration confirmation for the
  original $14,940. Will DECRA honor the warranty for the entire cost
  of roofing material totaling $18,545? You have not answered the
  question.
  
  
  

  A NOTE TO CONSUMERS

  
  
  

  DECRA had provided
  an initial roofing materials and cost estimate based on final roofing
  plans that were sent to them. The original quote significantly under
  estimated materials need and resulted in $3,605 in cost overages that
  we had to pay out of pocket including freight charges. They refuse to
  take responsibility for their error.
  

  
  
  

  DECRA is providing
  generic confirmation of warranty registration and refuses to confirm
  warranty coverage for the entire cost of the roofing project as
  outlined above.