Complaints

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• Initial Complaint

  Date:01/22/2025

  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.

  I hired ****** Knox Roofing to come out and check my leaky skylights. They came out and caulked them and I was billed $500. In less than one week, they were leaking again. *** comes out again and says they have to be replaced in fact the skylights are cracked. I receive a verbal quote over the phone Dec. 31 from **** saying the price of the new skylights installed would be $2,931. I give them permission to proceed. In the conversation on Dec. 31, 2024, I request a statement with that bid in writing and never get one. I follow up with a call to *** to see about the progress of the order Jan 6, 2025 and again ask for a written statement of the bid - I never get one. Skylights are replaced 1/15/2025 and an invoice arrives for the total of $3,900. I call and ask about it and they said I wrote it down the wrong amount. I did not write down the wrong amount. I feel they are not practicing good business by quoting one number on the phone and charging another. I should have gotten it in writing. How many other people have they done this to? After another phone call I requested the initial $500 should go toward this bill as the cracks should have been discovered at the onset. The latest invoice reflects the $500 credit. They are unwilling to make any adjustments on the dollar quote that was given over the phone.I keep a daily diary of all transactions with every company I do business with: the name of the person the phone, quote, and what was discussed.

  Business Response

  Date: 02/04/2025

  Knox Roofing was called by **** ****** regarding leaking skylights. Knox Roofing in good faith went and attempted to stop the leaking. Ms. ****** was billed and she paid. Unfortunately the skylights continued to leak. Knox Roofing then returned and it was agreed that her skylights needed to be replaced. Ms. ****** asked for a quote for replacing them and she was given this over the phone. She was quick to accept and so Knox Roofing placed an order for the skylights with her approval. After we replaced Six(6) skylights and sent the bill for the services and materials provided.  Ms. ****** began to complain that she wanted a credit for the first visit since she felt it should have been known that her skylights were all in need of replacing. Knox Roofing obliged and as a courtesy gave Ms. ****** a $500.00 credit towards her skylight bill. This was not enough for her and she insisted that we had quoted her skylights at $2,900.00 rather than $3,900.00. This unfortunately was a miscommunication. Knox Roofing could not do the job at the price she heard. We paid full price for her Six (6) skylights plus labor time in pick up, delivery and installation. Ms ****** is asking for a refund. This seems unfair and unreasonable as it was at her request to have this work expedited and done. We strive to keep our customers happy and satisfied.