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:10/17/2022

  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.

  Contract date: 6/29/2022 Contract purpose: Reroof on main house and detached garage Payments: I've paid $45,000 per contract schedule to date. Next and final payment is due at job completion.Nature of dispute is that American Eagle Roofing:- Did not provide and use specific materials agreed to in contract and substituted substandard materials - Did not rebuild items according to contract and had to rebuild, causing material damage - Repeatedly exhibited poor quality workmanship and refuses to correct significant items - Failure to reinstall and seal a chimney pipe flue properly which led to a water leak on the first rain - Committed fraud and violated contract/code by not installing and nailing replacement rafters properly - Smoked on the rooftop creating a fire hazard - Is not seriously engaging the homeowners to resolve differences and not willing to set a timeline to return to work - Has a history of leaving the job site (abandonment) when challenge about quality and safety issues and when asked to provide increased supervision of employees - Falsely accuses the homeowner of not allowing them to work, or not providing payment per contract. - Has threatened homeowner with a lien or legal action (lawyer) when there is no case or cause for either action American Eagle roofing still has much work to do on the house, including a full punch list of repair items. They also need to install more than 300 feet of gutters and the attached downspouts. They are putting our house and foundation at risk by delaying and refusing to contact us to finish the punch list items and install the gutters/downspouts to keep water away from the foundation.

  

  Business Response

  Date: 12/14/2022

  *********************** has refused to allow us to complete / repair / address / fix any of his complaints. He has sent numerous emails and phone calls refusing our crews access to the project. He has denied access to our employees during the normal work day / schedule numerous times. He has breached his contract numerous times, despite this, *** has attempted to address and complete his project repeatedly and are continually denied access. If necessary to resolved this complaint, AER can provide BBB with the multiple emails in which *********************** refuses us access to the project.

  In *************************** complaint, he indicates that AER is not engaging with homeowner to resolve differences. This statement is false, AER has always responded to *********************** within a reasonable timeframe, usually within hours. Contrarily, AER has, along with our attorney, tried to reach *********************** and waited months for responses from homeowner, including letters sent by certified mail and signed for.

  *************************** complaint indicates that AER "faslely" accuses homeowner of not allowing us to work, but AER has, in writing from *********************** on numerous occasions, been denied access to work. The times in which he accuses AER of "abandoning" the project are due to him physically locking employees out of the project during scheduled hours, and threatening AER with repercussions if we return.

  *************************** "punch list" items contain items that are not in our scope of work, and not in AER contract, AER does not agree to any work outside of AER's contracted scope. We have responded to these items in great detail. AER remains available to finish items in our scope of work, as we always have been. 

  *********************** has been aggressive and hostile to the point where many of our employees were fearful to return to the project. Despite this, AER has attempted, on many occasions to resolve this dispute. Unfortunately, without access to the project, we are unable to do so. **** has paid $45,000 of a nearly $80,000 project. The project is substantially complete, with the exception of some minor "pick up" items that *********************** refuses to allow us access to complete. We've unfortunately had to hire our attorney to resolve the dispute and retain payment for the substantial completion of this project. 

  ***, the material manufacturer has visited the site and determined the roof was up to their manufacturer specifications. *** representatives have told both *********************** and his newly hired "construction investigator" that the roof would be covered under the *** Golden Pledge Warranty, despite this knowledge, coming directly from the manufacturer itself, *********************** refuses to accept this as "fact" and continues to say that his roof does not meet manufacturer requirements. *** has indicated that it does, and since *** has indicated that they will honor the Golden Pledge Warranty, *************************** refusal to accept our work is not a reflection of our work, but instead a reflection of his refusal to pay for the completion of his project. Any items not to code could have and would have been addressed in September when we had superintendent and owners at his home to correct, but were aggressively removed from the project by ************************ 

  AER has retained a lawyer and filed a lien on the project and are within our rights to do so. *********************** has committed a breach of contract on numerous occasions, refuses to pay, refuses to discuss payment, and refuses access to the site. Of course, litigation and liens are the last thing AER wants to have to do on a project, but with more than $30,0000 unpaid, and the homeowners refuses to allow us to complete the pick up items, our hands were tied. Unfortunately, a lien and attorney are required in this situation, and litigation is inevitable if *********************** does not agree to a resolution. 

   

   

   

  Customer Answer

  Date: 12/20/2022

  I am rejecting this response because: Representatives from American Eagle visited my property on Dec 14th to review the job and engage on a way forward to complete the work.  I appreciate their engagement and we are working through the scope of work to complete the job according to contract.  As of Dec 20th, the next step is for American Eagle Roofing to provide a detailed scope of work to ensure we're in agreement on how to proceed from here. 

  

  Business Response

  Date: 12/20/2022

  ********************* last response, he appreciates AER coming out to property on December 14th and that we are moving forward. I am not sure how else to respond to this message. It seems like this complaint should be closed. AER has, and always had, agreed to complete the project, if *********************** allows us access to finish, we will move forward with the project, receive payment in full, and release the lien. 

   

   

  Customer Answer

  Date: 12/22/2022

  I am rejecting this response because: On Dec 19th we asked American Eagle to respond to our email and confirm what will be the "scope of work" going forward.  We were expecting a response by Dec 20th. The **** called me on Dec 21st and stated that American Eagle does not want to provide scope of work.  Please respond back with the scope of work details as requested in the email so we can move forward.  Thank you
  

  

  Business Response

  Date: 01/13/2023

  Good Morning, 
  
  I'm honestly just not sure how to respond to these complaints from this homeowner. I can forward you the MULTIPLE emails from him refusing us access to the jobsite. 
  This project started back in September. Our projects generally last 2-4 days. This problem started off when he physically locked our employees off his property, with all of their tools and equipment still inside his property. He refused our guys access and then yelled, and was hostile and aggressive to the point where our staff did not want to go back. We sent another crew out there to finish, but he continued to deny access, stop the project, etc. 
  
  What this homeowner continues to want is a bunch of items that are outside of the scope and outside of our contract. While we have given him much of his desires, we can not continue to pull up and deconstruct our work to make him happy based on a ******* video he watches. His issues are unfounded, and while we do have things to finish (he has yet to let us complete the project) he will not allow us access to finish until we agree to do a bunch of work that is not contracted and he does not agree to pay for. Everytime we agree to do something, he adds more to the list. He'll dangle his demands in front of us and say if we agree to all of these demands he'll allow us, then when we agree, he adds more to the list.  We've been trying to complete this project since September. In all honesty, we've never encountered anything like this before, it very much feels like he simply does not want us to finish the project because he feels like he will not have to pay the remainder because our contract says "final payment due upon completion". We feel, at this point, that the always changing demands to get us out there will continue indefinitely. 
  
  At this point, he owes us more than $32,000 in work completed, but won't let us complete the project to collect the final payment. Then he files these complaints with BBB and the contractor state license board and we don't know what to do. We agree to complete the contracted work, we've agreed to complete the contracted work since September, he refuses to allow us to unless we agree to do the extra work he wants done, this work was never contracted, it was never included in the proposal, it was never talked about. We've gotten the manufacturer involved and they've said they they are providing the *** GOLDEN PLEDGE warranty on this project as it sits, but the owner still wants things done to some specification he read about online, despite numerous industry (including the *** MANUFACTURER) professionals agreeing the work is correct.  He hired an independent "construction investigator" who has admitted to us numerous times he does not know roofing now, demanding specifications be done to "ARMA" standards. ARMA is a shingle manufacturer group, it does not write building codes or laws. Our roof, once we are allowed to complete it (we are 98% done), will be done to local building codes and will receive the gaf golden pledge warranty. It will be done according to contract, if he'd allow us access to complete it.
  
  Unfortunately, because he refuses to work with us, and then slanders us to BBB and Contractors ******************* without providing the truth, our attorney is filing suit on him for his breach of contract and for monies owed ($35,000).

  Customer Answer

  Date: 01/18/2023

  I am rejecting this response because: The point of engaging through BBB was to seek mediation and a way to move forward, complete the job per contract, and pay American Eagle in full.  Im sincerely asking American Eagle to please stop these false accusations about multiple lock outs, hostile behavior, etc.  Lets stay constructive and work together to resolve the outstanding items.

  
  Based on our December 14th meeting with American Eagle at my house, I believe *********************** agrees the front chimney chase and skylights are not installed to contract, and he is willing to remediate the issues.  Fantastic!  Can you confirm the details of the repairs here?  These two items were the major sticking points back in September 2022.  There were also a number of other punch list items that American Eagle agreed to resolve.

  
  Yes, I have discovered new information since American Eagle chose to stop work back in September.  There is a significant likelihood that my roof was not rebuilt to the *** manufacturer Golden Pledge warranty standards, which mandates specific steps and materials in the rebuild process.   If these steps were indeed not followed, this means American Eagle did not execute to contract.  As you know, I reached out to *** back in November to review the roof leak and the roof installation in general.  *** was willing to come out to my house and inspect, but American Eagle warned *** about legal action being underway and then *** refused to come out. 

  
  The important point is this:  The manufacturer (***) has not seen the roof as installed currently and so they do not know whether it was installed to manufacturer and Golden Pledge warranty standards.   They have not seen my roof since August 2022 when the roofing portion had only just begun.  

  
  Would American Eagle be willing to meet at my house with ********************* or another *** representative to review the roof installation?  I think this would go a long way to resolving the current challenges.  Please email or call me to arrange a meeting with *** ASAP.  Thank you!
  

  

  Business Response

  Date: 01/19/2023

  We would love to complete the project, unfortunately, we are unable to do so under *************************** continually changing terms. Every time we come to a resolution, he adds more uncontracted items and unrealistic demands based on information he's admitted to finding on ******* or from his unlicensed "construction investigator" that, as mentioned, does not have a roofing license. 

  We cannot understand why *********************** continually indicates he has not breached his contract by refusing access to the work, here are the exact dates in which he has done so: 

  August 15th 2022 : *********************** physically locked his gate and would not allow our crew access to continue the work. 

  August 21st 2022: *********************** sends an email that is literally titled "8/21/22 stop work order (Starbuck)"

  September 20th 2022: *********************** sends an email with the following statement "As a reminder, as of Sept 20th American Eagle owners and employees, partners, or representatives may not come onto my property without my explicit permission.  Any unauthorized access to my property is trespassing and will be fully prosecuted."

  September 21st 2022: *********************** sends an email that again refuses access to site. 

  To reiterate, the contract he signed has the following disclosures: 

  "ACCESS TO WORK: Owner shall grant free access to work areas for workers and vehicles and shall provide areas for storage or materials and debris. Owner agrees to keep driveway clear and available for movement and parking of trucks during scheduled working hours. If owner denies access to any worker or supplier of materials during scheduled working hours, then owner will be deemed in breach of contract and subject to liability for any damages caused by the breach. Owner shall be responsible for securing all entrances to the jobsite in a manner adequate to prevent persons other than Owner, AER and any authorized workers, equipment, material supplier from gaining access to the site. AER shall not be liable for damage to driveways, walks, lawns, shrubs, or other vegetation by movement of trucks, workers, equipment, materials or debris. Owner is responsible for supplying water, gas, sewer and electrical utilities unless otherwise agreed to in writing. Electricity and water to the site are necessary. "

  On numerous occasions (as shown above) *********************** denied our worker access during scheduled working hours, therefore, he has breached his contract. There is no disputing, considering he sent many of the denials in writing, via email, that he denied our company access to work. Its unfortunate that he is allowed to continue to call our staff liars, when we have proof that he's done such. Despite his multiple breaches, we have continued to try to finish this project. 

  We have had multiple meetings with **** and his (unlicensed) "construction investigator" where they demand we perform work outside of our contracted scope to some standard they found online called "ARMA" which is a composition shingle manufacture group, not a code requirement, not a building requirement etc. 

  We have had multiple discussions with *** and have confirmed, in writing, that this roof, upon completion WILL be covered by the *** GOLDEN PLEDGE WARRANTY. *************************** indications to the BBB that he is not receiving the GOLDEN PLEDGE WARRANTY are unfounded, and we have discussed this multiple times. The roof, upon our completion and registration, will receive the warranty despite how many times *********************** would like to indicate otherwise. He is, if we are allowed, going to receive the roof as is written in the contract, but we will not deconstruct the project to meet the preferences he found online in ******* videos, this is an unreasonable demand and greatly effects the integrity of the roof by doing so. If his wish is to have a "lifetime" roof, deconstruction it, as he wants us to do, would be detrimental to that. 
  

  If *********************** would allow us to finish and correct our contracted items, without adding an assortment of new demands every time we come to an agreement, we would have had this project finished in August. He's refused to discuss payment terms until our latest meeting in December, which is why we were forced to file the lien, to protect our rights. We have asked numerous times between September through December, what his plans for payment were, and he's refused to discuss it. For him to indicate now that "he's always intended to pay in full", is fine, except that we were forced to file a lien because he refused to address it for months. Again, this is an unfair statement for him to be making to the BBB considering the history of his refusal to discuss payment. 
  

  The issue is, he will not let us complete / fix contracted items unless we ALSO agree to his list of demands (including uncontracted items). This is not a fair play. We should be allowed access to complete / correct contracted items and not be forced / bullied into performing an assortment of things outside our scope of work. We have already completed many free projects for *********************** to appease him, and cannot continue to be bullied into doing so. 
  

  Unfortunately, at this point, since *********************** refuses to come to an agreement to allow us to finish and correct our contracted obligations, we have been forced to hand this over to our attorney. Upon completion, *********************** will have the roof we were contracted to do, that will pass the building inspection and receive the *** GOLDEN PLEDGE WARRANTY, we have, and always have maintained this stance, however, we cannot correct / finish items if we do not have access to the project. 

  For mediation purposes: does *********************** agree to give us access to the site to correct / finish the items as specifically listed in the contract? 

   

   

   

  Customer Answer

  Date: 01/24/2023

  Dear BBB: 

  As you can see, there is a significant factual dispute between parties as to whether my roof meets the manufacturer's required installation standards.  
  

  I've hired an inspection firm to review the *** documentation requirements and validate my concerns on the roof, but American Eagle says my inspector is not qualified.  American Eagle is also unwilling to engage with the manufacturer's rep, whom they have regular contact with, to setup an inspection.   So, at this point we seem to be at an impasse. 

  What can BBB do to assist?