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:11/11/2024

  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.

  The contractor left my roof repair with poor workmanship, and refuses to 'fix' their first and only repair attempt on 11/2. In my attempt to resolve the situation, I contacted the owner, who would barely let me speak and talked over me. He accused me of yelling and swearing at the tech on site, to which I told him no one yelled at anyone. He continued to deflect my attempts to explain what the issue was, much less to get him to commit to fixing it. The little I did get to express, he answered that there was no sealant made in dark gray to use, and that the visible flashing had to be cut in two pieces due to the bend in the stucco wall. I told him there was flexible flashing for such cases, and that there was in fact dark gray sealant, but this was brushed away.On 11/2, the tech showed me the *** in very light gray that he would use to fill gaps. Since my roof tile is very dark gray, I told him it would look worse than the already messy clear sealant. Offered to go to ********** to get the correct color. He refused, but he said he would try it. I advised against it, but he was set on using what he had, so I told him to knock on my door after a small area was applied so I could view it. Instead, he never knocked, and used it on the entirety of two areas in thick bands. He also ''repaired' flashing above the door, which had been painted while on the house, with black over spray on the stucco. He covered this up with a bigger piece of flashing in white, but in two pieces. The gap between the two pieces shows easily from the entrance. I told him I would go to ********** to buy *** sealant in dark gray, but he said he did the best he could do, and left with no other repairs done.The county inspector passed it structurally but told me to contact the business about the cosmetic issues. I've emailed the owner the pictures so he's aware but won't fix it. I'm requesting formally that it be repaired or consider a percentage off to get it completed. Just under $40k job total

  

  Business Response

  Date: 11/11/2024

  ***** ********* signed a Contract with ****** Roofing on June 9, ****************************************************************************************** 2023. With our processes, estimating and supplement negotiations our business was able to assist ***** from the initial insured proposed repair of just over $6,000 to a full coverage roof replacement with work we provided just under $40,000.
  
  For over a year, we have guided ***** and responded timely to every request and concern in a very timely manner, including holidays and weekends. We have logs of all conversations, including emails and many hour long plus phone calls dating back to May 25, 2023.
  
  This project completed the negotiation process in December 2023. There was a delay with the color selection and approval process through **************** and then also began the permitting process with the municipality. On August 26 2024, we had the green light to build the roof from all parties involved and set the first date of production. It was at this time when we had completed each process necessary to build, with the final step being to build the roof, that ***** felt we did not have a contract in place and wanted to review again the scope of work agreed upon from contractor to insurance to herself. As conversation pursued we rescheduled the production date at no cost to *****. As a team, we took several days (hours of documented phone calls) from not only Donnas Dedicated Consultant who is most familiar with her project who spoke in detail, but also the office manager who explained at large the process and confirmed details of schedule along with explanation of the signed contract that was in fact in place. It was at this time that ***** voiced that she did not trust the work we had done so far in negotiating her claim, and the work that we were very much wanting to complete for her on her roof. She went back to her insurance company for further clarifications and to review her statement of loss again in detail. The insurance company's adjuster spoke with our team and we re-confirmed the scope of work and the agreed upon contract going back to ***** another time explaining we are all on the same page and can now engage the production team to build. We set the install date again, without charging *****, and moved forward in production. 
  
  We completed the install of Donnas roof and passed the city inspection on November 1st, 2024. As with every install, there is a checklist our production manager follows to clean the work site and detail any necessary cosmetic repairs. Our Production Manager followed that list. ***** spoke at length the following day with her project consultant discussing the color of the tile compatible sealant that was installed in clear - stating that it was too shiny and caught her eye. She preferred a matte finish no matter the color. 
  
  Our team explained in depth that the compatible Tile Sealant NP1 is different from a standard DAP caulk and that only few colors of the tile sealant NP1 are available to us. ***** said to move forward with the gray color tile sealant. We sent our Production Manager back out the very next day on Saturday, November 2nd, to address the flashing and tile sealant concern. All items discussed in this BBB Complaint were discussed and addressed and repaired on November 2nd. It was on this day ***** refers to that she spoke very negatively with profanities to our production manager making the repairs and became upset at him because he was unwilling to mix non-compatible roofing components nor install anything non-standard on the tile roof. The production manager called me directly stating he did complete the repairs as discussed on his labor ticket and did his best to talk through each item and explain what materials were being used and why to *****. He let me know the way the interactions went, how he was treated, and given the clients tone and language he felt uncomfortable being on site. He requested he not be sent to do any further work for this homeowner. 
  
  I spoke with ***** directly for some time immediately after our production manager left. I reviewed her concerns and explained again why the materials used were utilized. For instance, DAP sealant was not utilized on the tile portion but rather on the Metal Flashing. NP1 tile sealant was utilized on the tile portion of the repair. I also spoke to her about the treatment of my production manager who felt uncomfortable and she responded with Are we not allowed to have a disagreement. She followed up with an email highlighting the photos of her concerns from which I responded the very next day, November 3rd, with detail and photos highlighting again the before and after.

  That message is as follows (also addressing the flashing).
  
  *****, 
  
  Yes I have seen these photos you have provided and reviewed them with our team. Yes I still stand by that. 
  
  There are no issues with our workmanship. A 3rd party engineer and the Arapahoe County inspector both confirmed our workmanship was great. You also agreed with that on Friday evening. 
  
  What you are pointing out is not cosmetic and incredibly subjective. The only changes our on site technician made yesterday were specifically requested from you. Taka spoke with you for well over an hour yesterday morning, on a Saturday, before sending out our technician to immediately address your concerns. 
  
  We advised the clear sealant was the best tile sealant for those corners but you insisted you did not like the shiny sealant and preferred anything in a matte finish. We did not agree with this request, but because you requested it, we removed the existing sealant and resealed with the darkest matching color of tile sealant that is available by manufacturer. The tile manufacturer does not allow for incompatible materials to be used in a tile roof application. The manufacturer would also not allow this sealant to be painted because the solvents in paint will break down the tile sealant. 
  
  Please see attached photos of your sidewall prior to the install. As you can see snow/ice/water were all allowed to flow into your stucco finished wall prior to your new roof being installed. Your original roof should have had exposed flashing in this area to properly divert water but instead was flashed with Stucco. This is not allowed by code and current code requires side wall flashing. This flashing was installed by our team during your roof install. That flashing was reviewed and measured during the mid roof inspection by the County inspector who signed off on the permit for it. Without this flashing present, your roof would not have been allowed to be installed by the County inspector during his mid roof inspection. You requested the flashing be in white. The sidewall flashing is part of your roofing system and exists on the roof surface as well. What code requires us to do is add Counter Flashing, which you requested in white. That has been installed and it looks great and will prevent any further damages to your existing stucco sidewall.
  
  *****, you screaming at my team and telling them that their work looks like s*** is not reasonable. It's incredibly disrespectful to the members of our team who rapidly and patiently addressed your questions and concerns with your new roof on a weekend.
  
  I am again asking, what in your photos would you like us to address that has not already been addressed? Everything in the photos has been installed correctly per the Manufacturer and the County Code. You requested the color change for the corners as well as the metal color and we made these changes rapidly to your request. Clear sealant was the best choice for the corners but we respect your wishes and did just as you asked.
  Nick 
  
  ***** responded that I had inaccuracies. I responded again on November 4th with the following. 
  
  Hi *****, 
  
  Taka let me know he spoke with you twice on Saturday and for quite some time to align on what your concerns were on Friday so ****** could address them on Saturday. 
  
  When you spoke with Taka on the phone you told him the white flashing looks so much better against the stucco wall. This was discussed with you prior to ****** completing the work. The counter flashing 
  
  is installed correctly along with the sidewall flashing. This is a common detail and is in the install manual for steep slope roofing as well as local City and County code. There is no reason your HOA will take issue with this and I am available for review should they have any questions or concerns with the sidewall flashing. 
  
  The clear sealant is what we recommend. It was not gooped on in excess or we would have failed the final inspection. You cannot use a non compatible sealant on your tiles from **********. It will damage the finish on your tile and it will not bond to the tile. The color ****** used is the darkest grey that is available for your roofing system. Yes ****** is a Master technician and he was only there to help you. Yes the counter flashing needed to be installed in two pieces to keep the lines and finish straight. Your sidewall is not a flat surface and installing it as one piece would have caused a kink or oil canning and an opening in the counter flashing. This is common on all stucco homes because of the stucco finish. Your sidewall has also had water flowing into it for years as shown in my photos above. Please review them if you have not. This flashing system will prevent further damages given moisture will no longer rest and enter along your stucco sidewall. 
  
  ****** is our on-site Technician. He called me right after you told him his work looked like s*** He was only there to help you and address your concerns. I reviewed the punch list you created with Taka and ****** completed all of the tasks that addressed your concerns including leveling the tile above the front door. 
  
  We are here to help you and have been this entire time. Our team was able to take you from a small repair to a full roof replacement because of our experience working with Tile Roofing systems. 
  
  I am available for a phone call should you want to discuss this further. We are here to help and have been able to take you from a small repair to a full roof replacement because of our team's work on your claim. 
  
  ****
  
  I give this detailed background to show a full picture and highlight how for over a year, ****** Roofing has done the right thing by ***** ******** in every aspect of our service offering. We have answered her calls so immediately that she even commented to her Project Consultant I said to call me at your earliest convenience, but not on a holiday. We pride ourselves on being contractors with integrity. We do right by our customers at every step of the way, respond in a timely or immediate manner, and utilize the best crews and products the state has to offer. We tried several times to accommodate special requests and fix cosmetic errors for *****. At the end of the day, there are only so many options available to meet code requirements and we will not compromise our installation that was approved by the county as well as a third party engineer. We will also not continue to send staff members out to do additional work when they vocalize poor treatment and state they are uncomfortable. We are still in the process of assisting ***** in closing her insurance claim. We follow the same process for all and this will be finalized soon with her insurer. We intend to close out with the utmost respect. For ***** to say she is unhappy with our workmanship and does not owe $18,500 due to a cosmetic ask with regards to sealant, one in which we have addressed multiple times, is simply untrue and unjust.. We have a small team that has worked this job for ***** for nearly 19 months to ensure all is treated to standard at the service level, install level, and post production. ***** has been answered at every request to the point of exhaustion from our team. We have upheld our end of the contract, scope of work, and prompt communications. 
  
  We are happy to credit ***** the amount of $300.00 to hire a handyman to caulk and seal any areas she sees fit in the caulk type she desires.
  

  
  

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22539000
  
  I had hoped that we could concentrate solely on the repair needed, but since you are rehashing the entirety of events, I'll address them as well to clarify how ** handled my insurance claim and didn't 'do right' by me as you say. I also provided my responses to the email you did not include but referenced, below. This will also avoid further repetition of the final repair incident in this BBB response:

  
  ''Nick,
  
  
  There are several fact inaccuracies in your email.
  
  The inspector did not commend the workmanship at any time to me. In fact, he pointed out the raised roof area of the door saying that he personally would have cut it differently, which would even it out. He passed it but also said that the cosmetic issues present would have to be addressed to the company. Passing inspection and looking decent are two different things. Also, making a point on the phone with me that you made sure to trade information with the inspector and what both of us said is unsettling, and curious. Your concern should only be whether it passed, and if not, why.
  Also, I did not speak with Taka at all, much less an hour, on Saturday morning, before the tech came. You also said on the phone that you have or monitor all of ********************* with me, so I'm sure you can verify this.  I only got a text from him announcing the tech would be coming, with no prior knowledge of when it would be.  Given the immediacy of the situation, I changed my plans to remain home. I called Taka once while the tech was there to address the back yard corner issue. Rhetorically, why would it be unreasonable to contact him, whom I've always been told is my point of contact and is the project manager, to try to deal with all issues at once with the tech on site? My time and plans on the weekend are just as valuable as yours and your staff. It was not constructive to spend our time on the phone bringing this up along with other grievances and inaccuracies instead of dealing with the actual repair issues.
  
  Additionally, I was never told flashing would be needed there, much less ever ask about what color I wanted. But it's obvious prior flashing was spray painted black WHILE it was on the roof, causing overspray. I was not asked what color I wanted after that; Taka told me he would do it in white. I didn't object to white, but was not asked, and initially questioned why it had to be there at all. The prior one before the fix was not as high, and the new one used to cover the overspray, since Taka said he was not sure how to remove it other than painting over it.  It should be fixed with the lower one with the overspray fixed, and obviously not in two pieces visible from the ground. When the *** inspects, they will likely fine me and more as time goes on. That likely fine will be passed on to you, unlike the fine for the ladder issue, as it is out of my control and within yours. 
  
  Regarding the clear sealant, of course it is the best, but gooped on in excess and done poorly will of course shine excessively when seen on such a low rise portion of the roof. Likely,the other higher corner portions are done the same way, which I did not ask you to change, because it cannot be viewed. Additionally, he had to fix (and did) the tilt better to the adjoining tile.  When the tech showed me the Dap silicone color he was going to use, I told him it would make it look worse, which of course it did. I told him I'd run to ********** to buy the silicone in dark gray, but he said no, he would use what he had and then I could check to see if it was good. I advised him not to, but said if he wanted to go ahead in a small area and to come knock on the door so I could check, that would be fine, but he was well aware of my thoughts on it.  Instead, he never did and by the time I came out he was finishing the second area, and finished the flashing. I told him I would go to the store and get the correct dark gray sealant, and he said no, and that it was the best he could do and he was going to call Taka. Taka, as I'm sure you know, never responded to me. This tech, which you say is a master' tech, also told me the flashing had to be in two pieces, because of the slight bend of the stucco, That is nonsensical, since there are flexible flashing options available.
  
  Last but not least, you told me on the phone that I 'screamed' at the tech, which I told you on the phone never happened. If he told you this, it is not true, and may have been the excuse to leave without addressing the rising portion of the roof, or felt bad because I said it was not acceptable. Nobody screamed at anyone on the repair day. Nobody swore, nobody raised their voice, or said 'looks like shit', but I did tell him the work was not acceptable. Which it is not. You told me I had no right to say to your crew that the work isn't acceptable. That's unreasonable, and it should be said in order to correct it when it's true.
  
   Given the deflection on our phone call yesterday and your continued stance of 'it looks great', along with wanting to blame me somehow for results I somehow 'asked for', you do not appear open to fixing things.  If I am wrong, please email me no later than Monday 11/4 with your thoughts. I can only tell the tech on site, as I did, that their result using  the light colored silicone would make it look worse. I respected his thoughts on it enough to let him attempt, but in no way should he have completed it when it was obvious it would stand out. As I also told the tech, I will buy the right silicone if need be, and even the flashing if ** is not aware of the flexible options available. So, to answer your constructive question, the raised corner above the door does still need to be leveled, and a dark gray (or whatever sealant that best matches)  should be used on corners easily visible on the ground. There is also one tile in the back area that appears to need adjusting to align with the rest, along with the flashing fix.
  
  The main reason I emailed you initially was to ensure you had the pictures to make your decision in case you were not fully aware. But if you objectively as a contractor 'stand by' what you see, without needing to find me at fault somehow, there's little left I can say., as it speaks for itself.  I would think that the contractor with a reasonable reputation would not want the work done here to be representative of their typical workmanship. If there's rievances about everything should be put aside in order to get the final work complete, in my opinion.''
  
  
  My final response:
  
  
  ****,
  
  Don't know what to tell you about the different stories you've heard from your team. Since you told me you monitor or view all of Taka's phone/texts, take a look yourself regarding this. I have mine. It will not support the statements made. Also, I told Taka when I called him later that the white 'WILL' look so much better, since ****** had not installed it yet in the poor manner done.
  
  Also, that same court precedent that allows for full roofs to be done if color matching can't be made on existing roofs, would also apply to grout/silicone color matching. Simply common sense. ****** was using DAP silicone, available anywhere in all colors. A full roof replacement does no good if the workmanship looks poor, reducing the home value.
  
  I have no interest in any further back and forth about surrounding issues you keep talking about that have nothing to do with the quality of the work done. None of it makes a difference to the situation at hand, and trying to convince me it looks great will go *********** are either going to fix it, or not.
  
  You have until tomorrow to email me with your intent.  If you respond with more of the same blaming/deflecting and comments about how you want to 'help' with no real substance or statement that you'll fix the issues and when you will, I'll consider it a refusal. It will not be worth my time to respond any further.''
  
  ---------------------------------------------------
  
  In regards to your comments in your BBB response about the contract issues, you left out major facts that caused later confusion. I was told the first agreement signed was needed to authorize **  to deal with my insurance company, when I could see it was a binding contract and needed to review it. You called shortly after to reiterate the same, and assured me it was not the final contract, which would have the fully itemized/scope I expected. Taka also confirmed this. I signed the contingency only after I had Taka make some changes to the wording and being told it was obviously not the final contract. No money was exchanged, and it made sense a new contract with the amounts not yet obtained by insurance. But when the time came for the work to be done, a one page invoice was given to me with little detail, and I insisted on a full scope contract. Taka and **** said 'We don't do it that way'. Alarmed, I insisted that it had to be more detailed, and was refused. Just as bad, all of the other work apart from the roof was removed, after Taka had promised all would be completed, as shown in the correspondences we both have. The contingency also says it is to include the work plus supplements. So of course an issue arose when I got an invoice that only included the roof, after Taka spent months coming to my home, searching for items the insurance missed, and got them approved by insurance. He assured me all the work for these would be done with the roof. When I insisted that this agreement be upheld, Taka did go forth with invoice revisions. But he provided invoices for the totaI insurance amount but was always missing an item or items.  ************ and myself both asked Taka if more money was needed, and Taka and *** both said no. One of the invoices came very close to the total cost allowed by insurance, but was missing the approximate $2000 for stucco work. Taka told me not to be concerned, and that was the same as the window item listed. He refused to clarify this in writing on the invoice. He instructed me to go around to all the screens and pick out ones I really wanted to fix and take pictures of them, leaving me to 'pick and choose' items already fully approved cost wise by insurance. I did, and sent them to him as requested, but told him this did not feel right and did not make sense, if he had all the insurance money needed. I kept asking for a list every single item with the cost, but it never happened. Confused, I called the office, and **** then told me I had no choice and the company  would only do the roof. ** and Taka would not respond to my calls. Emails began, and ** said I was 'obstructing' them from doing the work and would enforce the contract to the fullest extent against me. No money had exchanged hands prior to that point. All this because I wanted to give you ALL the insurance proceeds but for ALL the work. I never got a reason why ************ and I could not figure out why you did not want the full $43k, and without full itemization on the invoice and no help from the ** (even when 2 different adjusters called you and left several messages to call them with no response),we went through line by line. They told me that the full P & I they had previously authorized was no longer payable, since ** no longer needed subcontractors and had reduced themselves to one trade. When I emailed the company this information, you chose to shut down the install date by their own volition, and said that I was 'obstructing' them from performing work on my property.  Your point that you did not charge me for that install change date is hardly a favor, but something you chose to do for your own reasons. Why would I be charged for your choice to cancel the install date, when I expressed willingness to go forth minus the $7k P & I until it was figured out? In the end, because I waited close to a year and a half for the roof as it was with winter coming and my tarp shredded over the repair site by that point, my insurance allowed for it so the install could take place. They did not have to, but allowed for it for my benefit. Additionally, the final invoice was so scant (not detailed, no scope or materials) that my adjuster had to get clarification from **** on details that should have been on an updated full scope contract, wasting more time.
  
  I mention this because I believe it's likely that the project's end result a few weeks later stems from the previous incidents described. It also explains the absolute lack of  good faith in getting these obvious flaws fixed, and having a reasonable conversation.and the immediate bullying behavior by you on the day of the repair and talking over me to prevent me from speaking.  Maybe the workers truly did not have the skill to do the corners and flashing, or it was rushed. In the end, the cause doesn't really matter. There is no valid reason for my home to remain looking this way without it being repaired correctly.
  
  
  I also do not appreciate your misrepresentations, to put it kindly, on many things. Such as how I said I do not think I owe $18500. No monetary amount regarding what the remaining balance or previously paid amount has been discussed at all. The final payment due hasn't come out yet, since insurance is finalizing as you indicate. Provide any documentation showing otherwise, along with the supposed mistreatment of your tech on Saturday. Provide audio/video. You won't, because it did not occur. Also, not admitting you failed the mid-roof inspection twice, which caused the job to go 2 weeks, while Taka told me via text that it was because the county inspector did not show up for those days. How I had to email your bookkeeper to ensure ** did not pass along the fine they received for this in the final invoice and not added to the permit fee. Taka telling me not to worry about the repair because ** will make the situation 'whole', and then never responding back. You stating you 'reviewed' things on the phone with me the day of the repair, when you actually were yelling and barely allowing me a word in edgewise to the point I had to end the call. Saying the contingency contract was really just an insurance authorization, and I would get a full scope contract when it came time to perform the work. Never happened. So, while you insist ** has always 'done right' by me, this is untrue.  The company's other poor reviews have elements of the same things; you say that the customer said or did something wrong to your staff, or something similar to attempt to justify the company's poor work or actions.The element of not providing itemized quotes is also common.
  
  
  I have one estimated quote at this point between $1500-$2000. This is not a handyman's job as you well know; the corners need to be removed and cut again properly to fit, so that only small gaps exist between the tiles, and the gaps should not go from 1/2 inch to nothing. That way, there will be no need for the excess sealant that was put on in an attempt to camouflage this. The rest of the issues outside of the sealant is already elaborated in the initial emails to you.
  
  
  So, $300 is not a serious offer. Either it be fixed correctly by ** directly, or the offer must be higher. A reputable roofer would not not let work like this stand. You are not left wanting from the job completed, whereas my position was compromised with less funds to complete all approved items, plus having to pay more to fix it. What good is your 10 year workmanship warranty when you refuse to honor your work immediately after completion? You should at least honor your workmanship in the end and do the right thing.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/10/2024

  At ****** Roofing, our priority is to ensure every client feels heard and that any issues are resolved with transparency and professionalism. While we appreciate the opportunity to clarify certain points, we also feel it is important to acknowledge that there are differing opinions, and our goal remains to settle this matter to ******* satisfaction.

  
  Our goal has always been to provide clarity and ensure your satisfaction in working through the insurance claim process. With regards to our binding contract for insurance approved proceeds and the contingency agreement confusion,  We acknowledge that our communication may not have fully aligned with your expectations regarding detailed invoices. While resources were gathered and revisions were made to address your requests, we understand you still felt clarity was lacking. As the binding contract agreement is for insurance approved proceeds, the Statement of Loss provided by your insurance company is the final itemized "invoice". In our attempts to clarify, our intent was never to mislead or create further confusion. We aimed to perform all work approved within the scope of the insurance settlement and addressed items as directed.

  
  We wish to clarify that the mid-roof inspections were not failed but rather denied and canceled. This cancellation occurred due to roof-loaded materials, which were placed per your request and the HOA's requirements. To address this, we obtained documentation from a third-party engineer to sign off on the roof-loaded material, which was intended to fulfill the county's requirements. Unfortunately, we were not informed that with the current volume, Arapahoe County required up to 30 days to review the engineer's documentation. When the inspector arrived and saw the roof-loaded material, they canceled the inspection, pending removal. Once we were made aware of the county's timeline, we promptly unloaded the material and passed the inspection without issue. This was a miscommunication about volume and process timing, not a failure, and was an effort to comply with your and the **** specific requests.

  
  Regarding our previous response on the monetary value disputed, we deeply regret if our prior response gave any impression of misrepresentation or disrespect. This was never our intention. The financial amount referenced in our response was drawn directly from the BBB complaint form provided, and our intent was solely to address the concerns as presented. As this is our first experience navigating the BBB process, we recognize that certain details may have been interpreted differently than intended, and for that, we sincerely apologize.

  
  While we understand that there are differing accounts and perspectives on certain aspects of this transaction, our goal remains to provide an amicable resolution. At the end of the day, we truly wish ***** to be happy. In an effort to bring this matter to a positive resolution, we would like to offer the following: On the successful completion of the Insurance claim contract, we will reimburse $2,000 to ***** based on the additional bid received to allow you to complete alterations as you see fit. Our hope is that this resolution will address your concerns and allow you to move forward with confidence and satisfaction. We hope this response offers clarity and demonstrates our commitment to finding a solution that ensures your satisfaction, without engaging in further back-and-forth exchanges.

   

  Sincerely,
  **** *******
  ****** Roofing

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22539000
  
  Thank you for your reply..

  I do accept your resolution for repairs for $2000, and your email communications about this.  I had to choose 'I do not accept' in order to address a final matter that was agreed upon.

  You stated on the 12/8 email that the $125 penalty fee you incurred for the mid roof inspection would be paid back or removed from the bill. Since the final invoice was paid, please send a check for that amount so we can finalize everything.

  While it may not matter since you agree to refund the fee, I wanted to clarify that I never advised that roofing material had to remain on the roof. I did advise that the *** would not allow an early delivery of materials to remain in the driveway. ****'s plans were to have delivery on a Friday for a Monday start, which was not allowed. I did say the backyard was available, though. Regarding not being informed, the inspector's documentation clearly states they arrived on two days, saying AC was called and informed the first day, but the second day the material was still on the roof. Simply put, Taka should not have said the inspector's schedule was backed up or they were too busy to get there. Obviously, such a fee should not be passed on to a customer.

  Regardless, once the $125 is refunded all is settled, and as you know I paid the invoice in full.  I appreciate your attention to this, and hope you have a wonderful holiday season.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/22/2024

  Dear ***** *********,

  Thank you for your response and for accepting the resolution for the $2,000 reimbursement. As you know, this check has already been mailed and you have likely received it by now, or will shortly. We appreciate your willingness to bring this matter to a close.

  Regarding the $125 fee for the mid-roof inspection: While we recognize that this incurred cost has been paid by your insurance carrier and thus the fee is not passed to you as the client, as stated previously a check for this amount has been mailed and should reach you shortly. We hope this addresses the final matter you raised and ensures that everything is fully resolved to your satisfaction.

  While we understand there may still be differing viewpoints regarding certain details of the project, we have aimed to provide clarity and resolution throughout the process. Our intent has always been to act in good faith, and we are pleased to bring this matter to a conclusion.

  Sincerely,

  **** *******

  Customer Answer

  Date: 12/29/2024

  Hi ******,

   

  Thank you for allowing me to get some resolution to my complaint on your website. I am closing the claim.

   

  However, it is important to me that this scenario is published on the site. Others in my area have gone through a similar ordeal with this company; therefore, we believe it is crucial to warn others that are considering using them for roofing and repairs, particularly when insurance is used. This case is being reviewed per state guidelines.

   

  Thank you, and Happy New Year!

   

  Thank you,

  ***** *********