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:09/16/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  This company put a new roof on my home and shed. When the work was completed, all payments were made and cleared, I requested a copy of the invoice of materials used and they pay the vendor who furnished the materials. I want the invoice for Proof of Purchase, Warranty Information, my records, and to ensure I received what I paid for. *** refused to give me a copy of the invoice. I have checked with their vendor several times, and they have NOT been paid. They advise *** is on a 60 day billing cycle, and payment is weeks off. Until payment is made in full, I am the subject to the possibility of paying twice for the materials, having a lien placed on my property, or loss of my home.

  Business Response

  Date: 09/17/2024

  
  Response to Better Business Bureau Complaint

  
  Dear Better Business Bureau,

  We acknowledge the customers concerns regarding their recent ********************** project and would like to clarify the situation in response to their complaint.

  The customer is correct that we installed a roof on their property, and they requested a copy of the invoice for the materials used. This request was made on September 11th, shortly after the project was completed and finalized on September 5th. At the time of the request, the project had not yet been fully processed by our production team and forwarded to our administrative department for post-project closeout. This procedure, including the timeline, is clearly outlined in the welcome email sent to the customer at the start of the project. As part of our post-production process, we also register the customers warranty on their behalf as a courtesy and provide all necessary documentation once the registration is complete.

  Our office administrator did not refuse to provide the invoice but instead informed the customer that it is not our standard practice to issue copies of material invoices. We typically provide a detailed list of the materials used instead. When the customer insisted on speaking to someone in charge, I, as the Chief Operations Officer, was out of state in a remote location for training, without cellular service, from September 11th until September 17th. Additionally, our office administrator was out sick on the afternoon of September 12th and all day on September 13th, which delayed our response further.

  While the customer expressed concerns about feeling that their requests were being avoided, it was never our intention to neglect or delay our communication. The customer was also advised of the possibility of a lien, which is standard language included in their contract, as required by the ************************. We informed the customer that making final payment to both parties (us and the material supplier) would protect them from any liens. The customer chose to issue final payment only to us, and our material supplier has since offered to issue a conditional lien waiver, as we are on a 60-day payment term with them.

  At no point have we been untruthful or unwilling to be transparent. We aim to resolve all customer requests and concerns, but had the customer allowed adequate time for us to respond, this complaint could have been avoided. Unfortunately, this situation has resulted in a complaint that could have been resolved amicably with patience and communication.

  Upon my return to the office on September 17th, I immediately responded to the customer and provided a copy of the requested invoice. We regret any confusion or frustration this situation may have caused, and we remain committed to maintaining transparency and delivering exceptional service to our customers.

  
  Sincerely,
  ****** ***** ****
  Chief Operations Officer
  WSC Solar & Roofing

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I found that a man was attaching things to peoples mailboxes. I confronted him and said that he was attaching business flyers or cards to the mailboxes, but not opening them. He said that is what his boss told him to do. He was wearing a WSC Solar shirt.

  Business Response

  Date: 01/23/2024

  In response to this complaint, *** Solar & Roofing had no intention of violating any laws or regulations. While the *** Solar & Roofing representative was informed about marketing and mailboxes, there was a misunderstanding regarding their placement on or around them. Once brought to my attention, we promptly addressed the issue, clarified the situation with the entire team, and took immediate action to remove the materials. In my capacity as the Chief Operations Officer with legal experience, I can assure the public that *** Solar & Roofing adheres to all codes and regulations.

  **************** also left a ****** review and we previously responded to him as follows:

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the flyer distribution issue. We want to assure you that we were already aware of the situation, and immediate action was taken to rectify it.
  
  The unauthorized hanging of flyers was an inadvertent mistake, and we have since removed all signs to ensure compliance with local regulations. We appreciate your understanding and value your feedback as it helps us improve our practices.
  
  If you have any further concerns or if there are specific details you'd like to share, please feel free to reach out. We are committed to providing a positive experience for all residents, and your input is crucial in achieving that goal.
  
  Thank you for your understanding.
  
  Best regards,
  *** Solar & Roofing

   

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.