Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:12/04/2023
Type: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 9/13/2023 I entered into a $15,651.00 contract with **** ***** and Semper Fi Roofing for replacement of a residential house and carport roof. The contract included replacement of the roofs, gutter guards and re-siding of the chimney to include painting it with the same color as the house. The project was started on 10/11/2023 while I was away, and I received pictures that showed the work having been completed except the painting of the chimney. Mr. ***** assured me that they would return the next day to finish the painting, and subsequently I released payment. At this point, Mr. ***** refused all further communication attempts, and the final contract item was never fulfilled.
Upon detailed inspection, it appears that all work was completed except painting of the chimney. Painting was clearly listed as a line item in the signed proposal. With this being such a minor item to complete, I am shocked that Mr. ***** would choose to ignore all attempts at communication. Over a dozen calls, texted and emails were sent, and I even stopped by the business address (his residence) and left a message to contact me. Nothing was responded to.
I am completely shocked at this unprofessionalism from someone who uses the Marine Corps Motto as an apparent business marketing prop. Research of the company prior to engaging his services did not show any red flags, and Mr. ***** was extremely communicative and engaged right up until he received the money. He even expressed interest in a follow-on project to replace basement doors. There is no reason that I can think of for this blatant lack of professionalism. At this stage, I do not want, nor do I trust Mr. ***** and Semper Fi roofing to come back and finish the contract.Customer Answer
Date: 12/18/2023
Have you heard from the company? No
Are you satisfied with the company's efforts to resolve this matter? No
If not, please explain. The company has continued to be unresponsive.
*** ******, 12/28/2023
Business Response
Date: 02/12/2024
As was communicated on each occasion, the painting was delayed multiple times due to rain and/or cold temperatures. There is no way around that. As much as we want to finish work, attempting to do so under the wing conditions will create greater problems. During an office transition, the job was mistakenly marked complete, an error on our part for which we are very sorry. Upon a final communication in which the customer's remarks were unprofessional, and created conflict, I made the decision that the remainder of the contract was to be terminated. A refund for the painting was issued and sent.Customer Answer
Date: 02/12/2024
Complaint: ********
I am rejecting this response as it implies that there has been communication from Semper Fi Roofing. The last communication received was on Oct 17th as noted in the original complaint. I sent numerous requests by txt, email and calls with no update between that date and Dec 4th when this complaint was filed. Even after filing the complaint it has taken another 2 months for Semper Fi Roofing to respond to it. I remained very professional for quite a reasonable amount of time, but after months of no response I rightly expressed my frustration with **** *****'s lack of professionalism. Please explain how your customer should handle your refusing to respond for months after not completing the contract? The statement "As was communicated on each occasion.." is a misrepresentation. I received only one response for an update Oct 17th, where **** states that it rained the previous week, and he was planned to get to it that week. I requested an update a week later on the 24th, no response. I requested an update on Nov 3rd, no response. I visited the my property on Nov 4th for the first time after the roof was installed, and had a question about something I found. Again, no response. The statement that the contract was marked complete, doesn't condone the lack of response. I received no notification of the contract completion and no refund of the remaining work. All of this could have easily been avoided by simply responding to communication. You can't blame a customer for getting frustrated when they have been completely ghosted.
Sincerely,
*** ******Customer Answer
Date: 03/15/2024
Not sure what additional clarification is required. Business has lied and misrepresented the facts in their response. I see this as a unresolvable complaint at this stage and do not expect any satisfaction from the business.Customer Answer
Date: 03/18/2024
No, I have not received any communication or refund from Semper Fi Roofing. I reached out to them again after they responded, but they refuse to respond to any communication attempts. Their statement that they sent a refund for the painting is false. No refund has been received, not have they offered to finish the work.Business Response
Date: 06/06/2024
*** was sent a second check today (June 5, 2024), the first having been cancelled. He gave us a different address to which we could send it. My assistant also provided him with tracking information. Once he receives it, the matter will be closed on our end.
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