Roofing Contractors
Legacy Contracting Solutions, Inc.Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:08/29/2024
Type:Customer Service IssuesStatus: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.
I had a concrete roof done by Legacy in 2016 for 16K. Recently the tiles were slipping and I was told by **** that it was a materials underlayment issue and they only warranted workmanship. **** also told me that they had tried to *** Tamko (underlayment *** but didn't have standing. I asked him if he would avail me to his lawyers records so that I put in a claim. He said he would.. but didn't. A few weeks later I contacted him and the legacy owner and asked them to at least file the claim on my behalf and never heard from them. It now costs 32K to replace my roof! This company makes millions from our community and to turn their back on a simple request from a customer is shameful!Business Response
Date: 09/10/2024
We are sorry to hear that Ms. ****** is having issues with some of her roof tiles slipping. As she stated, we installed a brand-new roof for her back in 2016 (nearly a decade ago), and, before this, have had no complaints about the roof. We advised Ms. ****** that the specific issue shes having is not a workmanship issue (which we do warranty), but an issue with the underlayment material itself for which she would need to seek redress from the material manufacturer. She asked for our attorneys records, which we cannot provide as they contain attorney-client sensitive communications, as well as what is considered attorney work product. She asked that we file a claim against *****, the manufacturer, on her behalf. If her desire is to submit a warranty claim, that is something the homeowner must do themselves simply by visiting the manufacturers website. If her intent is to file a lawsuit against the manufacturer, that obviously is not something we could do on her behalf either.We in no way turned our backs on her, and we always stand by our work. We offered to perform new, additional work to address her current issues at a very low cost, however, that apparently was not satisfactory and instead she is now seeking repayment for the entire roof she has had and enjoyed for 8 or so years. The roof is watertight and isnt leaking. At this point, we are unsure what exactly we can do (within reason) to please her, but we intend to keep the line of communication open with Ms. ****** in hopes of finding some way to make her happy.Initial Complaint
Date:02/06/2023
Type:Service or Repair IssuesStatus: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.
We contracted for a new roof in June 2022, and they wanted to begin the job in September. But I was concerned that the tiles would not be ready if started that early, and did not want my roof to be exposed to the elements for more than a month. They claimed they needed to start at that point or they would cancel the contract. But then they changed their position and instead of refunding our deposit, they agreed that they could start in October instead. They did the initial work in 2 consecutive days, but it has been 4 months since that was done, and still no tiles, and my roof continues to being damaged by the elements, and with no gutters, ruining my land scraping and washing away the mulch. This is an eyesore, and there is no excuse for doing the initial roof work months ahead of finishing the job, which I am wondering if they actually will ever do. If I am unable to get a satisfactory response on this complaint, I am planning on contacting the local news, and if necessary, file a law suit against them. I have paid them almost $50,000 and have little to show for what I paid them. I feel they are unethical and unresponsive, and will never use them or recommend this firm to anyone. And neighbors who have asked me about the roof have been told how they operate, so as to not use them if planning a new roof. I also intend to get them removed for the BallenIsles approved contractor list, which they dont belong on.Business Response
Date: 02/27/2023
1/3 Complaint #********) FW: Legacy Start Date
Inbox***************** <***********************************>
Fri, Feb 24, 5:57 PM (3 days ago)As you can see the ********* were aware they would be waiting for tile and explicitly refused our offer to cancel and refund their project.
I am forwarding two more relevant email threads as well and trying to find the best way to attach it all to the portal.
Thank you very much and have a great weekend.
Pat
From: ************************* <mark@
legacycontractingsolutions.com >
Sent: Tuesday, February 21, 2023 7:26 PM
To: ******************* <bmoore@legacycontractingsolutions.com >; ***************** <******@ legacycontractingsolutions.com >
Subject: FW: Legacy Start DateEmail thread for the *********.
From: *************************** <*****************>
Date: Monday, July 25, 2022 at 1:26 PM
To: ************************* <mark@legacycontractingsolutions.com >
Subject: Re: Legacy Start Dateok
On Mon, Jul 25, 2022 at 7:46 PM *************************** <*****************> wrote:
Yes, that works for us.
On Mon, Jul 25, 2022 at 7:45 PM ************************* <mark@
legacycontractingsolutions.com > wrote: So I discussed this with the owner. He was able to move your start date back by one month because that is the latest our supplier will hold the prices for material that we locked in for you. The absolute latest date we can begin work on your roof is October 14th. Please keep in mind that we will still be waiting on your tile as that Dark Charcoal is taking the longest to receive.
Great
Thanks so much
Does this work for you?
From: *************************** <*****************>
Date: Thursday, July 21, 2022 at 8:16 AM
To: ************************* <mark@legacycontractingsolutions.com >
Subject: Re: Legacy Start DateWe are out of the country and cannot address this issue for the moment. There must be a way to compromise. Can you delay the start date at all?
************************;
On Thu, Jul 21, 2022 at 2:39 PM ************************* <mark@
legacycontractingsolutions.com > wrote: Good Morning *****-
Following up to my email from last week. Glad to hear **** approved the Newpoint ****** 900 slate Dark Charcoal Blend.
I just need to know if you and ***** would like to move forward with Legacy doing your roof as previously scheduled, which is September 14, 2022. When I spoke with ***** last week, he made it clear to me that he does not want the new underlayment we install to be on the roof without tile for a period longer than one month from installation. I told him I cannot guarantee that due to current conditions with the tile manufacturer. This particular tile you picked is taking up to 6 months to get. But the tile manufacturer can deliver this tile at any time during this 6 months. So, there is no way I can make that promise to you and ***** regarding the one month timeline.
We are happy to do your roof but if the one month timeline for the underlayment being exposed without tile is the maximum amount of time youll allow us, then we wont be able to do your roof. With that said, well be happy to cancel your job and refund your money minus the fees weve paid for the permits since they are non-refundable and we do pay for them immediately once a contract is signed. However, the permits are yours to keep and you can use them with another roofing company.
Please let me know how youd like to proceed.
Thanks,
Mark
From: *************************** <*****************>
Date: Friday, July 15, 2022 at 11:01 AM
To: ************************* <mark@legacycontractingsolutions.com >
Subject: Re: Legacy Start Dateyes, **** approved it
On Fri, Jul 15, 2022 at 9:20 AM *************************** <*****************> wrote:
No not yet.
On Fri, Jul 15, 2022 at 7:12 AM ************************* <mark@
legacycontractingsolutions.com > wrote: Good Morning *****,
So you are good with Legacy moving forward as previously scheduled?
And **** has approved Dark Charcoal roof tile with your current paint color on the house?
Sent from my iPhone
Can you hold off one month?
On Jul 14, 2022, at 5:42 PM, *************************** <*****************> wrote:
no problem with the roof tiles . Balkenisles wanted to know about paint color but we are approved by ****************
BTW
Black window frames are now approved
Alice
On Thu, Jul 14, 2022 at 9:49 AM ************************* <mark@
legacycontractingsolutions.com > wrote: Ill give him a call. But we have another thing to address that just came to my attention. BICA is telling us you cant have Dark Charcoal with your current paint color on the house. This is news to me, never heard this before. If you can call BICA and find out what your color options are for your house and when you need to do that so you can keep the color of tile you want for the roof. Otherwise, well need to pick another color for your tile.
Sent from my iPhone
On Jul 14, 2022, at 8:36 AM, *************************** <*****************> wrote:
His number is ************** if you want to talk to him about it.
On Thu, Jul 14, 2022 at 8:35 AM *************************** <*****************> wrote:
My husband Does Not Want the underlayment
exposed for months so please delay the start date until you know when the roof tiles will be available.
On Wed, Jul 13, 2022 at 4:28 PM ************************* <mark@
legacycontractingsolutions.com > wrote: Hi *****-
I have your start date for the roof, it is September 14. Please let me know if you see any issues with this date.
Thanks,
Mark
*************************
Roofing & Impact Windows/Doors
CCC1328117, CGC1514236
************ (office)
************ (fax)
Thank you!Thank you for the update.Received, thank you.Customer Answer
Date: 03/01/2023
Complaint: 19344767
I am rejecting this response because: They knew or should have known at the time I contracted for the roof, that the manufacturer was citing 39 week delivery and planned when to start the removal of the old roof accordingly. Instead it has now been 5 months since the initial work was done, and contrary to the roofer's claim that the underlayment materials they use could be left exposed indefinitely without damage, the reality is different, because they use Tar to hold the bituminous material together, and Tar is subject to cracking and drying out when exposed to direct sunlight and heat. The roof tiles are suppose to moderate the temperature variations so that the tar doesn't contract and expand excessively. They have offered nothing but excuses for their rush to remove the roof so they can get two thirds of the payment, without regard to the fact that our roof would suffer from unnecessary exposure to the elements. And I have uncovered another dissatisfied customer here in ***********, who too has been waiting for months for the roof tiles. The only thing they are offering are excuses.
Sincerely,
***************************Business Response
Date: 03/03/2023
Please see attached.
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