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:09/22/2024

  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.

   
  Complaint: 22321759
  
  I am rejecting this response because it has nothing to do with our request for a roofing replacement receipt. it is filled with personal attacks, distortions of the truth, redirections, gaslighting and fabrications. We are appalled at Monumental's response and personal attacks.
  We would like to address the reasons for ending the contract before completion. In June 2023 we were residing in the **, we were informed by our sons that damage had occurred to our home during a May 10th 2023 hail storm. Our insurance was contacted and adjuster was assigned our case. Our son met with him and surveyed the damage, Monumental was not present at this meeting as indicated in his response.  We chose Monumental due to the business model described. We like to do business with small locally owned companies and from the description, and at that time the ratings and no current complaints with the BBB. Our son ***** signed a contingency agreement on 6/26/23.
  We returned back home to the US Oct 1 2023, We met With *** Oct 3rd to discuss in person the scope of the damage and repairs that Monumental would be completing. He explained he was having supply and staffing difficulties, also he was behind on jobs he had already committed to. We were willing to accommodate and postpone the work until spring 2024. we agreed on 4/1/2024. He assured us he would stay in contact over the coming months. there was no contact from him from 10/3/2024 until towards the end of March 2024. Mid March we started pursuing other contractors, we assumed he had abandoned the agreement. Towards the end of March Monumental contacted us via phone to let us know the roofing supplies were to be delivered 4/3/24. we informed him that we had felt abandoned and had pursued other contractors, he became angry and stated he would hold us to the 30% fee for cancellation of the agreement, the cost of repairs totaled well over $40,000 or he suggested he could replace the roof and then only be charged 20% for the remainder of repairs. We could not afford to pay him to cancel the agreement. at that time we both amicably agreed to continue.
  The roofing tiles were delivered 2 days early, which was fine I was home and accepted the delivery. *** explained that 2 orders had been placed with 2 different companies and the first company for the 4/1 had not been cancelled. In regards to his statement concerning the free upgrade on the roofing tiles, that was part of his business marketing to Veterans. I am a retired Veteran and was happy that his company recognized Veterans. The roof was installed and the first payment $12,995.24 was paid. After a few days we noticed that the original flashing around the chimney had been damaged and  not been replaced or painted as part of the ********* limited loss settlement documents, totaling $1085.39. After a discussion he agreed it had been missed, and it would be replaced. He bought the flashing to our home, but it was neither installed or painted. in addition the roofing vents, standpipes and bathroom vents were not painted as outlined in the insurance loss settlement total $715.14. This was included in the total amount paid for the roof loss settlement of $25,990.48. We feel we are owed a refund for the flashing and the painting as he was paid for this and he failed to complete as promised. The insurance payment to us for the roof and the shed roof totaled $19058.60, with the deductible of $1000.00 for the completion of the whole agreement and the depreciation of the roofs we paid out of pocket $5246.55 in addition to the insurance money.
  Guttering, he did not divulge the whole scenario in his reply. Upon installation,  as the crew were leaving we noticed no gutter guards had been installed. One of the crew stated the gutter guards were not on his work order. We contacted *** and to his credit the crew returned later that evening and proceeded to install. They completed their installation late in the evening and left. We then noticed they had installed white guards, we had requested dark bronze to be installed. Again we contacted ***. he advised they had made a mistake and installed upgraded guards in white. We informed him when we ordered the gutter guards we had requested the color dark bronze with his office manager. He proceeded to tell us the guards came in white or dark bronze, and we got white. This was completely his mistake and not a freebee as stated in his response It was his choice to not remove and reinstall the gutter guard we had requested and paid for. The total paid for guttering $2993.42 the guards were in addition to the insurance coverage amount $1669.98. We are unsure money paid included painting the gutters and downspouts we need clarification on this from Monumental.
  Shed! The insurance was paying for the right side and front siding with edging and molding pieces to be replaced due to hail damage. This included water proofing and insulation. Dan  delivered 2 sealed boxes of siding. When the crew arrived we noticed no water proofing or insulation was on site. we stopped the work and a crew member contacted *** who was in another county at the time. He informed us his office manager would bring the water proofing and the roofing receipt we had been requesting. but he was unable to obtain the insulation, and no roofing receipt was delivered, he indicated he would not charge for insulation. the crew left with no notice to us, on seeing the shed, please see attached photos of the unprofessional and poor quality of work. The wrong style of siding had been installed and the hail damaged edging and molding pieces and been reinstalled. The attached photos speak for themselves. 
  In conclusion we ended the contract after *** was scheduled to repair the pergola and look at the shed on 4/25/24. When *** arrived and we started discussing the poor quality and mismatched siding that had been installed and performed on the shed, he quickly became unprofessional and stated he felt we were nickel and diming him, and he was not making enough profit on this job and he could be working on more profitable jobs. I quote " he said he felt that we were not going to be pleased with any future work." We found that statement of us not being pleased with future work as correct. given the way the contract and repairs had thus far been handled. We then started to discuss the pergola and communication quickly became hostile between us. He stated in his reply that he used expensive programs and satellite images to ensure the accuracy of the claim and damage. Our replacement contractor found the pergola roof had not been addressed with Monumental or the insurance adjuster. We contacted the insurance on this matter, sent pictures and, it was determined that indeed the pergola roof had been damaged by hail, and a further $3277.14 was sent in addition to money already allowed for pergola repairs. We have never asked for free work as he has stated, we were wanting repairs equal to the money that the insurance was paying us no more, nothing free. He at this time stated he would not work on the deck at all. at this time we felt he had breeched his own contingency agreement. We notified by text, we have attached to the BBB all texts between us after that. We want to address the accusation of accusing his crew of stealing, that is completely fabrication on his part. We asked at the time if it had been misplaced or discarded with the roofing trash. We currently have rain water coming in to our basement. This is a lot of information and we have forwarded a file containing emails and photos, that we feel contains pertinent  information regarding his response. We feel based on his response he is unwilling to provide a detailed receipt and are requesting the BBB to help with obtaining the return on money paid for work on the roof that was not completed. We find his behavior unreasonable and unprofessional over initially a roofing receipt.
  
  
  
  Sincerely,
  
  **** *****sign fault. On 25 April, 2024, due to poor quality of work and not providing materiel as outlined on the insurance Limited Loss Settlement, Monumental and myself decided, due to breach of contract and inability to come to terms on work to be completed on the deck. It became hostile between us and he stated he would not repair the deck. Later that day, we requested Monumental to provide no further services, as outlined in the insurance claim. All parties agreed at that time. On 5 September, 2024, we again requested this receipt, he told us via text message that we were harassing him and they do not provide itemized roof invoices. A further text message stated we had asked for free work on the deck. This is an untrue statement. We were asking for the SQ footage to be completed on the gazebo per the insurance loss settlement, be it the roof or the sides. In conclusion at this time we are asking for the receipt to compare actual work performed to the roof and money paid.

  

  Business Response

  Date: 10/07/2024

  We are a highly rated company, which attracts people with diverse backgrounds and financial status. Many of whom are very high maintenance. We have built this company over the last decade with honesty, integrity,and quality workmanship as the primary pillars of our business. This is how we have built many long lasting relationships with our clientele. Often times, the general public sees companies such as ours as a faceless conglomerate that cant be trusted. This couldnt be further from the truth when it comes to Monumental Construction! After serving my country, I transitioned into construction, and have been in this field for decades, founding this company with my own two hands. Our reputation means everything to us, as it is a gauge of how successful we have been in helping the people of our community.

  This particular complaint is especially disheartening. We have bent over backwards to accommodate Mr. ****** My office staff has spent countless hours crafting a solution to his every concern.  We have used highly expensive programs and satellite images to ensure the accuracy of his claim; consulted, negotiated, and met with insurance adjusters on site to ensure the insurance was handling his claim with the utmost care. As a veteran myself, we ran a special last year to offer veterans free upgraded shingles to class 4 impact resistant at no cost to him.Our gutter crew, mistakenly installed our most expensive leaf protection, which we allowed to stay at no extra cost to him. We continued to offer high quality service and address any concerns in a timely fashion.

  
  As I stated earlier, my office staff has spent countless hours catering to Mr. ****** to include sending invoices, going through breakdowns of benefits, etc. That being said, Mr. ****** has received all items he is currently asking for already.  He accused my crew of stealing one of his chimney caps on two separate occasions, to which I finally sent him the proof that in never existed in the 1st place.We were constantly questioned every step of the process, which I have no issue with, as I want our customers to feel that they are well informed. However, the episodes became very accusatory and unfriendly. I feel that all the accommodation we offered throughout the process, only emboldened him to continue his relentless, hostile, and unprofessional aggression. As they had contemplated the repairs on their gazebo/deck, he decided that he wanted us to do far more extensive repairs than the insurance was allowing for at the price the insurance was paying. After the direction the process had been going, the extra care we put into this claim, as well as the freebees that we had given, I expressed that I would not be able to do the repairs on the gazebo/deck that he was requesting, as I would not be giving any more freebees.  After leaving, I had received a text from him after hours.

  
  ***, We have thought about this all day. Given the decision that you dont want to do the deck, we dont want you to paint the house or fix the shed. We will follow up with you in the morning with an email. Please cancel any paint and supplies that have been ordered.
  
  This is when our contract was breeched. After all the work we had done, running this claim, and money spent, we are entitled to 30% of the *** of the claim on any remaining items Per our contract. However, I had had my fill working with Mr. ****** and did not want my professionalism to slip, so I offered to him that I would call it paid in full and close the claim out, and not come after what is rightfully owed to our company, as long as he moved on and no harm were to come to our company.

  
  I continued to come over to his house with any concerns he had after the fact, to make sure that we were backing our warranty as that is my view of a reputable company.

  
  On the date in question, when there was water leaking into his bathroom vent, there was a violent wind/rain storm where the rain was blowing from the south to the north, virtually sideways. As his house faces north, and the vent in question is on the rear, south facing slope, the wind lifted the flapper and allowed the rain to enter through. If this had been a roofing issue, the rain would have come down into his attic, and not the vent.I have seen this same scenario on several other houses that were not our product. This vent was not damaged in any way, nor did it have a design flaw, and to my knowledge, he has not had an issue before or since that sideways driving rain. I explained all that to him, as well as once again, addressing the chimney cap issue, to where I texted him pictures to show that he had never had a cap. He was unhappy with my assessment on the vent, which is 100% accurate,and proceeded to text me asking for more paperwork. I expressed to him that after he breeched our contract, the matter is closed, and that I would not subject my office staff to further work on his behalf. Which brings us to where we are with this complaint.

  
  As a human being, I feel that I deserve the same respect as I try to offer to all my customers. I am completely appalled that after breeching our contract, he once again breached our agreement to move on and do no harm to my company. This complaint, has called me a liar, degraded the stellar quality of work we do on every home we encounter, and accused me of breeching the contract. This libelous BBB complaint has caused irreversible damage to this business and the integrity that it was founded on. Mr. ***** should be ashamed of himself for posting such libelous accusations on a very public platform against an honest, hard working veteran and his family.

  
  In short, this customer has already received the paperwork he is asking for, and will not be allowed to harass me or my staff again. The matter is closed.

• Initial Complaint

  Date:02/27/2024

  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.

   
  Complaint: 21351754
  
  I reject this response and am disappointed how Monumental even handled the response. I consider the complaint unresolved. 

  The letter provided by Monumental is filled with personal attacks,mischaracterizations and at least one lie. Specifically, I never dismissed crews from my property on a whim. The event referenced occurred when the gutter crew arrived on the property mistakenly after I had agreed with Monumental that we would have a regroup meeting and install the french drain on 11/7 (crew mistakenly arrived 11/1 after a previous promise to install roof on 10/31 never came to pass due to material delay). I called ****** as soon as there was an issue, and she confirmed the crew arrived due to miscommunication and we would see her and *** on 11/7 instead. Their crew asked to store the materials in the garage. It wasnt even my original idea, just that I considered it reasonable to store the materials that they requested. After subsequent promises in early November that a roof would be delivered before Christmas meant that we did wait until December to install a roof and then gutters, and we scheduled based on when Monumental said they were next available. I even offered to go 1 week later for roof install so that another client could travel earlier and Monumental could complete more work before the end of the season. I see all of this as working with them to figure out a mutually agreeable time to schedule and complete installation. In December, I even had to set the expectation that Monumental was not allowed on property without at least 24 hours notice when they arrived unannounced on a Saturday morning nothing had been scheduled and nothing had been communicated. As you can imagine, that unannounced Saturday interaction went extremely poorly.
  
  Regardless,the response provided by Monumental does not address the core of my complaint.The roof and gutters were installed and I have paid Monumental per the terms of the contract (on delivery of roofing material, which was collected from Monumental on 12/4 and a second payment provided at punch-list and city inspection completion on 1/10). I am not responsible for issues related to their capacity and cash flow. Furthermore, I do not accept any of these as justifications for the amount of time I have been waiting for warranty documentation. I have held up my end of the contract, Monumental must now deliver warranties per section 21 of the contract. No warranties = breach of a $27k contract.
  
  In their response, Monumental admits there is a step they must take to complete the manufacturers warranty. They have not completed this step in the four months since the of the project work was finished. They do not present a timeline by which this will be completed.
  
  Monumental also states that they must spend money to be able to provide the weather stopper system plus warranty. This demonstrates that the warranties have value. Surely this means they exist in some level of documentation that can be shared with the client. 
  
  The contract promises that the labor warranty is transferable. How do you transfer something if there is no document? These arguments simply make no sense.
  
  Legally defined under consumer protection law, a warranty must provide the following information:
  -What it covers
  -What it does not cover
  -What invalidates the warranty
  -How long the warranty lasts
  -How to make a claim against the warranty, including time limitations under which any claim (even if legitimate) would not be approved.
  I have never seen the answer to any of these questions in a black and white, written document. These should be contained in each of the individual warranties. Every day that warranties are not delivered is more risk to me. Would you ************* a car without a warranty??
  
  I have been asking after the warranty information since the project was completed and I submitted final payment per the terms of the contract. If I am misinformed or in error, Monumental couldve used any number of days in the intervening four months to make time to do me the courtesy of sending me accurate information and expected timelines. They did not. Instead, it has taken a BBB complaint and five BBB attempts to contact them to send a response that still does not answer my concern (these five communication attempts from the BBB area all visible in the complaint communication history portal).
  
  This is what has always been at the core of my challenge in working with Monumental.They will not or cannot make a reasonable effort to respond to requests for information, updates, and documentation in a timely manner. The project is complete and I have paid Monumental per the terms of the contract. I now expect prompt delivery of warranty documentation. This contract was signed in June 2023. Its now April 2024.  Unacceptable.
  
  Sincerely,
  
  ***************************

  s that are to be delivered upon final payment of the contract. These include manufacture warranties (GAF roofing materials, and gutter material), labor warranty, and storm damage warranty. I've repeatedly asked that they finish what they have promised, but these continued failures to communicate make it impossible for me to even get an answer from them. Ive been patient, and have emailed Monumental multiple times about the urgency (2/16, 2/22) and received no response. As a result, I feel that Monumental essentially signed a contract that they are not honoring. A $30k project requires warranties, the contract was signed with warranties. But Monumental is not following their own contract. I demand these be provided, and honored as specified in the contract. No warranties = breach of contract. (more continued in attachment)

  

  Business Response

  Date: 04/10/2024

  We are a Ma & *********** We had 2-4 employees when covid hit and due to a downturn in the economy, we had to be the only 2 in charge of what took 2-4 employees, including the 2 of us for a total of 4-6 people. We were hit with multiple storms in 2023 and, as a 5 star, local,veteran owned, family operated company, we were bombarded with previous customers, referrals from our previous customers and new customers looking us up on ******* We received numerous claims within a very short period of time.We have tried to hire, however, anyone who is trying to hire understands that no one seems to want to work anymore, and we have struggled to hire. We have posted jobs and been charged for the clicks with no resumes submitted. We are two people doing the absolute best we can. The roofing industry had an extremely difficult year in 2023 as there were multiple issues getting shingles out. ***** Corning had a plant go down and mother nature caused natural disasters all over the country, so ******** was not the only state looking for asphalt Class 4 Impact Resistant shingles. We ordered this customers roof on 9/18/23,and our supplier delivered her roofing materials on 12/7/23. Her roof was installed one week later and due to weather and a family trip that was planned before the hail season ever hit, her gutters were installed on 1/3/24.
  From the moment we had a signed contract she was micromanaging us, telling us how to do our jobs and questioning every little thing that was said or done. She would send lists of items that she wanted done, even though we had already discussed them or had a resolution to how we were going to handle it. When my gutter guys showed up to do the gutters, because she demanded that we put them up before the roof as we were getting closer to winter. When they showed up she got upset and made my guys leave because she was working and couldn't tell them what to do, even though we had already discussed it with them and had let her know that they knew what to do. Then,because we were told that we should be getting her shingles in December, she decided to wait on the gutters. So, the materials had already been purchased for the gutters and they were now sitting in her garage waiting to be installed. That is money out of our pocket to pay for other materials for other jobs that were running at that time. Remember, we are a ma & pa, literally,and we don't have ************* funds that these big hail companies do, and this material sat in her garage for months.
  We have explained to her that we are the only ones in the office doing all the office work for each and every customer, as well as dealing with all active jobs to ensure they run appropriately. In fact we have temporally closed so that we are not taking on any more work so that we can focus on the remaining jobs we do have. We are doing our best and have definitely not hit the **** that we usually do with communication. We have apologized and done the best that we can. We have finally hired an office assistant,so emails and voicemails are finally getting taken care of as we are focused on dealing with insurance companies and the actual projects and dont always have the time for a call or an email.
  We feel terrible that our customers are not receiving the top-notch service they are used to, and we are working on re-staffing so that we can take care of everyone in a timely manner.  We sincerely apologize for any perceived disrespect. However, people do not understand that we are also people, and only see us as a business, and are subject to agitation when we are belittled and micromanaged continually throughout the process.
  As far as warranties are concerned, the weather stopper system plus, which is typically a large out-of-pocket cost for customers, is something we offered to this customer, at no additional cost to her. We are still working on closing out claims and this warranty will be delivered as soon as it is input into the manufacturers database. There is no paperwork for our workmanship warranties as it is our company policy and is always honored. As far as the storm damage warranty is concerned, we have no idea what she is referring to as we do not offer any such warranty, unless she is referring to the class 4 Impact resistant shingles and their ability to repel hail up to 2.There is no separate warranty for that, it is simply part of the shingles that were installed. Again, We apologized that we have missed the **** in this unprecedented hail season and we will continue to offer our service with integrity!

  

  Business Response

  Date: 04/18/2024

  It is never our wish to argue with a customer, so we will not do so now. 

  As we have stated in our previous response, our workmanship warranties are part of our "General Business Practice". We do not have them in writing, however, we will type up a workmanship warranty just for you. As for the Weather Stopper System Plus warranty, we will have that over to you by end of business day on Friday, April 19th. 

  Also as stated, our email system was completely backed up, you have our office and cell phone numbers and have not tried to reach out to us via phone. If you have any other questions, please, call us on our cell phones. 

  Customer Answer

  Date: 04/19/2024

   
  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. The warranties have now been delivered.
  
  Sincerely,
  
  ***************************