Complaints

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• Initial Complaint

  Date:05/22/2025

  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.

  On 2/17/2025, I paid a $7,000 down payment for my roof replacement. The job was completed on 3/26/2025. Before the start of the job, I had a leaf filter system that was not destroyed. Only some of the screen was damaged. When Crown Roofing replaced the new roof, they removed and did not reattach the leaf filter system. However, the company installed black screens on the gutter guards, which is not equivalent to the leaf filter system. I called the company that evening and asked about the new gutter guards they attached to the home, and it was not the same as the previous system. They explained they replaced the screen as noted in the contract. I explained that they also removed the whole three-part system. The gentleman agreed to come back to our home and take a look. He never showed up. Three weeks later, I received an invoice for the remaining balance, and I told them I was still waiting on someone to return to my home regarding the leaf filter system that was removed. The owner of the company reached out to me three weeks later. I explained the above, and he agreed that a mistake was made and bad communication. The owner asked me to provide proof of the leaf filter system and an estimate from the company. The information was provided to the owner via text messages, and then he said I needed to ask my insurance company to pay for the system. I explained during my initial claim that no significant damage was noted, so why do I need to submit a claim to the insurance company for their company's error? My insurance company paid for the detach and reset gutter, and their company removed the gutter guards and only replaced a black screen. One conversation led to another, and the owner is not willing to replace the original system. I contacted the leaf filter system, and they told me they could come reattach the system. However, their is no system, Crown company took the whole system.

  

  Business Response

  Date: 06/06/2025

  This misunderstanding will ultimately be decided by the court system.  Our attorneys are currently handling this so we are limited on our response.  We signed a contract on 12/16/24 to replace the roof, the gutter screens and downspouts.  We fulfilled this contract 100%.  Although it is unfortunate that the customer had a misunderstanding, we believe she should have known that we weren't replacing her $3900 gutter screens for $771.40, as stated on the contract she signed.  We don't believe the homeowner should be withholding $9727.17 because she is not happy with the gutter screens provided.