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:05/02/2024

  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.

  On November 18, 2023, I paid $250.00 for this company to speak to my insurance on my behalf for the wind damage to my roof. I was told, while we wait, that if my roof leaks to let them know and they would tarp it. My roof leaked, I texted *** the Rep and he texted back that they should hear from the appraiser in a few days. No effort was made to tarp my roof. I didn't hear from them again but did receive a check the first part of April for approximately @13,500.00 (rounded out). On April 22nd, I received a call from ****** at Summit. He told me that he will see me at 5:30pm. I asked for what? He said we have an appt that was made last Thursday and I said I never talked to anyone. He adamantly said he would be at my house at 5:30! I told him I won't be there because I am working. He said I need to pay him the insurance money and he will schedule me for a roof on May 22nd. I told him I will not be ready for a roof till after Labor Day now. I tried to explain to him that because of health reasons (I'm 68), I have had to live off my savings and now that I am back to work, I have a chance to make a lot of money over the summer but he got mad that I was putting him off for 3 or 4 months after I had waited 6 months. He demanded that I pay him HIS insurance money now! I said no and told him I have never had anyone ask for full payment before they do the job. The install verification form even states that I have 15 days to pay after completion. Then **** called 4/30 & wanted to come over and talk face to face. I said No. He said I was scheduled for roof replacement next week. I told him NO. I don't have a contract stating that they will replace the roof for the $17,000 that the insurance paid. I only have ****'s word. I have not paid, I have not even picked out shingles. Before my conversation with ******, I had planned on continuing with this company. Now I have a notice of intent to lien 33% of the $27,000 estimate plus the harassment and bullying!

  

  Business Response

  Date: 05/06/2024

  Hi *****, 

  Obviously this is not an ideal situation we find ourselves in, and we could definitely have done a better job communicating with you during this process. I want to address each issue in order:

  1) Tarping of the roof - We have no notes on our CRM or any indication you had called and requested a tarp because the roof was leaking. You may have spoken with **** (I think you remembered him as ******, but we've never had a ****** at our company), who was your initial contact, and he has since left the company. No excuse, but he apparently did not communicate this to management or to our production team that you needed a tarp. I apologize for this. 

  2) Starting the job, collecting a deposit - We always have to collect a portion of the insurance funds before we start the job, so that we have at least part of our labor and material costs covered. Any responsible business does the same. Around the end of October 2023, you received $1,420.29, that we did not collect. At the beginning of April, you received another $13,513.17, that we did not collect. Between November and April, our supplementers in our office were working diligently to fight for a full approval of your roof, which they achieved for you. 

  3) Waiting to start the job - We are fine with you waiting to start the job. We can come to your house, discuss the details of the job, collect a deposit, have you select a shingle color and set the install date for sometime in the fall like you are requesting. The problem was, you had refused to meet with now 3 different representatives of our company. Unfortunately, in this depressed economy, we have had several customers recently take the insurance money and use it for other expenses unrelated to their roofs. We're not saying you would do the same, but your unwillingness to meet with us to discuss your plan moving forward was a red flag to this effect. 

  4) Intent to Lien - The Intent to Lien is a formality from our accounting department. It is meant to alert you that if there is no communication from you, we will be forced to proceed based on the contract that is in effect between us. We appreciate you reaching out and communicating with us. 

  Moving forward, we are still willing to build your roof, per our contract. Our contract says we will build your roof for the **** replacement cost value, that your insurance sets forth. That's the $17,000 number that you mentioned. Please reach out to us to schedule a meeting and we can work out the details. Again, thank you for your communication and we will make sure our communication is improved moving forward. 

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:  I will not meet with you due to previous intimidation.  
  1.  My reps were *** and ****.  They said they would tarp if my roof leaked.

  2.  The person that called me on April 22nd lied to me about us previously making an appt for that night.  I hadnt spoken to anyone in months.  Then he demanded the full amount up front not a deposit, without any paperwork showing me thats what I owed.  Then he would schedule me for 4 weeks out.  There is no way I will pay without a new contract.  And I wont have you go back to my insurance to try and get more money from them.  Then **** called the 30th and low and behold, I was scheduled for install the following week.  I cant believe anything that anyone at this company says.

  3.  Its funny that now youre willing to wait till fall where the caller from April 22nd yelled at me on the phone for suggesting it.  
  

  4. I do not believe anything that your company says and I will not meet with you and be intimidated or bullied by anyone from your company.  The reps were very nice when recruiting business but your company turned aggressive and demanding after I received the money.  I wont do business with anyone who behaves this way nor will I invite you into my home.  You tell a good story but your  phone contact is the exact opposite.
  

  
  

  

  Business Response

  Date: 05/08/2024

  I apologize for the miscommunication on our end. We will train our people to be better in the future. 

  God Bless. 

• Initial Complaint

  Date:04/22/2023

  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.

  On September 19,2022 Mr.W****** empolyee came out and remove the shingles on my roof. Once the city inspector cleared the order Mr. W****** employees proceded to apply the tar and lay the new shingles.The base of the ventilations were replaced through out the roof. There is a total of 4. By September 6,2022 before starting the job I had paid $5428.50. When the job was completed on October 22, 2022 i paid a the amount of $7893.68 leaving me with the balance of $7354.53 which was paid on Dec 26, 2022.
  Between December 26, 2022 and March 10, 2023 we recieved rain on and off. I did not see any imperfections or damaged areas on my ceiling. However on March 11, 2023 I noticed my ceiling was bubblng up in multiple areas of the house which include 1 bedroom and my bathroom. I Contacted Mr. W**** on March 11, 2023 at 3:03pm. Mr. W**** send his employee Ronald on March 11, 2023 at 5:00pm. Ronald placed a cap on one of the ventelation pipes and repaired all 4 ventilation pipes with a putty texture to prevent it from leaking. On March 24, 2023 Mr. W****** employee Luis was sent out to inspect the roof and ceiling area. Mr. W**** wanted to do a quick fix to prevent it from continue getting moised BUT was not willing to remove and properly dry the existing wet wood. I requested to remove drywall in order to airdry the moised area in a properly manner. On April 3,2023 Mr. W**** wanted to send an employee to take pic of the leak area. This appointment was rescheduled several times. On April 7, 2023 he asked for the servpro of upland/ san antonio heights. I send Mr. W**** pic of my attic space that has green and black spots. We have been communicating in text. However nothing has been resolved.

  

  Business Response

  Date: 04/28/2023

  We are trying to resolve this problem as quickly as possible. As ******* mentioned, the same day I was made aware of the leaking, March 11th, 2023, I had Ronald come and further seal the roof exhaust ventilations of the water heater and the furnace with caulking, which, at the time, prevented further damage and the leaking had stopped.

  On April 3rd, I was notified by Ms. ******** that it appeared the ceiling was showing evidence of more leaking. On Thursday, April 6th, 3 days later, I personally came to the property and inspected the roof and the attic with Nick, a family friend of Ms. C********

  In my opinion and in the opinion of our Director of Operations, Dave, it does not look that this leaking is coming from the roof. It appears that the current leaking is a result of the bathroom vent fan not ventilating properly to the roof, creating condensation inside the attic, and droplets of water on the bathroom and bedroom ceilings. At the moment, we are trying to find a time to inspect the property again, to determine whether our crew was at fault in not re-connecting this vent fan, or if it was previously disconnected, prior to any work we performed on the house.

  We had a meeting scheduled on April 18th, 2023, that ******* ******** was forced to cancel because her son had a seizure and a fall and I was notified by text. 4 days later, she filed this complaint, before we were able to come out and re-inspect the property. 

  We would like to get this issue resolved, but we need to be able to access the property. If Ms. ******** can have someone available during the day, any day of the week, we can come within 24 hours. Thank you. 

  Customer Answer

  Date: 05/07/2023

   I am rejecting this response because:
  
  
  I am not satisfied with  the quality that Summit Solar and Roofing Inc has previously provided in my home. I have a child whom has Down Syndrome and has respitory health issues.  I hired a licensed company assuming my home would recieve excellent service. However I am now facing having to rehome for about 3-5 days in order to prevent my child to have health complications. I hired Servpro to inspect my home. I am not surprised to recieve the response that I have mold growing in my bathroom and bedroom attic area. I feel it is fair to request Summit solar and Roofing to remburst my new expenses to get the mold removed including whatever needed to be replaced and or demolished as well as my boarding room. It is of great concern that I get this mold removed asap due to my child being as ill as he is. He is always home since he does not attend school in a traditional form. I hope you find my request to be resonable. 

  

  Business Response

  Date: 05/12/2023

  We are open to hearing what ServPro has determined to be the cause of the mold. If it was leaking due to improper installation of the roof, in any way, by all means it is our responsibility to pay for it. Whether that means paying for a hotel and ServPro's services via a subrogation of our insurance from Ms. ********' insurance, that would be perfectly fine. We are by no means trying to evade responsibility, if this is our fault.

  However, like I stated previously, it appears that this water damage is from condensation from the bathroom vent fan not ventilating properly out to the roof, hence creating droplets on the ceilings and mold inside the attic. Based on our Before Photos, it does not appear that a vent fan (with a t-top cap on the roof), was present before this claim/ roof project started. In our 20+ years of roofing experience, leaking from the roof does not cause the type of damage that was appearing on Ms. ********' ceilings. Thank you. 

   

   

• Initial Complaint

  Date:08/17/2022

  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.

  When they contacted me to file for wind damage to my insurance, they told me I only had to pay my $500 deductible. It's been 3 months now since they replace my roof and suddenly they came in my house and said I still owed them $2,128 for plywood. They didn't even told me or have any contract about this.

  

  Business Response

  Date: 08/22/2022

  Good Morning,

  
  

  I have reviewed the file for Mr. ***** and during his re-roofing project the city inspector required the replacement of decking/sheathing in order to pass the mid-roof inspection.   I have attached a copy of the correction notice from the city.  This is typically an out of pocket expense that is written into the original agreement that we sign with property owners.  I have also attached a copy of the original contract signed by Mr. ***** that states the following : "The Owner's only out of pocket expense shall not exceed the Deductible except for the costs for replaced/repaired decking and/or requested upgrades."

  
  

  Since this project was being paid for by the property owner's insurance company, Nationwide, and the city inspector was the one requiring this additional work to be done, Nationwide is responsible for the additional cost to replace the sheathing. Unfortunately, our project manager fell short on his responsibilities and did not clarify this to Mr. ***** or to our collections team.  So at this time we have submitted the additional cost to Nationwide for them to review and we will not be asking Mr. ***** to cover the additional cost out of pocket.  We will only invoice Mr. ***** for the supplemental items after his insurance company reviews and releases a payment for these additional items.

  
  

  I apologize for the miscommunication from our team and I hope this clarifies the situation. 

  
  

  -**** *******l

  
  

  Customer Answer

  Date: 08/22/2022

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