Complaints

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• Initial Complaint

  Date:12/02/2024

  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.

  Good morning Would like to file complaint against above mentioned company for failure to provide work done in professional and timely manner. Company was hired to install a new metal roof on my residence in June (permits approved June 5) and to this day they continue to delay and provide excuses for finishing the work. It feels like my home has been taken hostage and have not been able to proceed with other work on the home. From initial errors made in obtaining permits correctly to workers performing subquality work thats has had to be done now 3 times and now continued excuses as to why they refuse to prioritize finishing the job. This is inexcusable and shows complete lack of respect for the homeowner.We are going on now 6 months in completely a new metal roof install on a single family *********!!

  

  Business Response

  Date: 01/02/2025

  First , there are issues with the dates listed on the complaint. The contract was executed on the 8th of January and the permit was approved on July 1st. The project was completed and passed county final inspection on 9/20/24.
  Metal Re-Roofs are custom made for each property as the owner chooses the color and striation of the metal panels. After a proposal is executed A-1 contracts with a metal manufacturer to cut and prepare the metal sheet panels to the exact measurements of the properties roof. As this is customized delays can happen as we are at the will of the supplier. In this case when the roof was completed the customer was not 100% satisfied with the outcome of the metal panels over a bay area window. Our experienced estimator reviewed the final product and determined that the substrate over the bay area window was causing the issues with the panels in this particular area.  As such A-1 proposed a change to the scope of work to create a new substrate (roof deck) made of wood and A-1 absorbed the cost of the new metal panels to remove and install the new panels over the bay window. Once again, the process of getting the custom sized metal panels causes delays in our ability to complete the roof with the timeliness desired by our customer.
  Although this project took longer than expected, our chief estimator maintained contact with the customer throughout the the process. Unfortunately, the project took longer than what either party would like, but A-1 Property has addressed the customers' complaints  and has worked diligently to make sure punch list items were resolved.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22625833
  
  I am rejecting this response because:
  the response is incorrect. The contract was not signed in January 2024 but rather late June/July. Permit date is accurate. The statement noting that the work passed final inspection on September is not correct. As of today the final inspection has not been done and I had to reach out to the company again and they admitted it had yet to be done. They were under the impression it was final. Basic thing for them to do is check on the county permit status website which is public information before claiming it was final. 
  the statement noting that the majority of the work was done, save for the bay window area is correct as is the fact that they needed to redo the underpayment over the area before then being able to install the metal work.  It still does not excuse the multiple delays, lack of oversight on the project (project managers were rarely there overseeing the work granted two of them were let go by the company) and the lack of attention to detail and professional quality installation in the initial process. Granted the bay window area was finally finished and done in a more professional manner by one of their more experienced workers. I do appreciate that fact but again its not excusable to have so many delays and lack of good quality work in the initial stages of the metal installation. 

  
  Sincerely,
  
  ***** *********