Complaints

This profile includes complaints for NorthStar Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NorthStar Group

  7211 W 110th St Overland Park, KS 66210-2339

  
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  NorthStar Group

  421 N Baltimore Ave Derby, KS 67037-1605

  
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  NorthStar Group

  3610 Dodge St STE B112 Omaha, NE 68131-3218

  
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  NorthStar Group

  4501 NW Oakley Ave Ste 400 Topeka, KS 66618-2600

  
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  NorthStar Group

  201 S 84th St STE E Lincoln, NE 68510-2643

  

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:11/07/2024

  Type:Order 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.

  05/26/2024: I report loss date, claim no. ************** through my insurance company Homesite with progressive for a total loss on my roof due to hail/wind damage.
  Northstar Group Replaced my roof with Malarkey on 08/15-16/2024 • Back out to fix multiple leaks on new roof and vents • 8-28, 9-13, 9-21, and 10-31. * Still have issues with water leaks and ventilation.
  Had 3rd party roofing companies complete roof inspections to provide me with a professional non-bias report on Northstar work each time after they did a repair, since
  my new roof had leaks and worse ventilation, among other concerns than before that was just being brushed off from day one when I said something to ****.
  **** promised the roof would be done correctly and when we talked, he knew that was important to me and what was which was getting the siding and trim off the roof that was currently on it so everything drains properly and doesn't rot anymore, focus on overhang above entry and garage, focused on fireplace, and lastly was improve ventilation. **** told me they use all new flashing, but I still have old flashing and no kickout in many areas, I also didn't know they don't do any wall flashing which I desperately need and are all the focus areas I pointed out to **** and discussed and they used caulking in the corners with curled up shingles. That is wrong. **** and the president of operations also mislead me by making false statements saying the company was certified ******** *********** installers, but they are not certified installers. **** misleads me making false statements before I purchased about their qualifications and knowledge about being ******** Certified and when I spoke to Malarkey and they told me Northstar had 2 chances to be ******** ********* but did not I ask *****, Pres. of Ops. and he then also made false statement to me. I am requesting my $10,000 to be refunded to me immediately as they are now requesting rest of payment, but the roof needs to be redone correctly.

  

  Business Response

  Date: 12/06/2024

  While we have already made several attempts to address the homeowner's concerns and allegations, we have arranged a scheduled appointment on Tuesday with the homeowner and a 3rd party expert.

  Customer Answer

  Date: 12/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am rejecting the complaint because it ignores the rest of it such as using the use of caulking in the corner under multiple curled up shingles, etc, and  the response appears to be focused on just the skylight only that is why I selected reject.

  I accept the company and professional that they are having to fix and complete the skylight. When Northstar Group Owner came out with his own Velux Skylight Professional, to try and prove me and the other 2 professionals I had inspect his teams work wrong, his own professional came back with the same conclusion. The conclusion was that Northstar put on an oversized skylight and that when they put it on and insert the screws, they let the skylight fall down. He said from taking the measurements inside it is clear that the current skylight is oversized and it should have been a 2X4 or custom sized, and when I was out of town I guess on 12-12 they came out on the roof and measured and double checked and we decided to go with customized skylight so that it is right for the box I currently have on my roof and it can take up  to 6 weeks for that to come in.

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

  

  Business Response

  Date: 12/27/2024

  The homeowner has requested we forgo her remaining balance and refund her down payment on the premise that the shingle manufacturer and other roofing companies said the roof we installed in August needed to be torn off and replaced. The shingle manufacturer sent us an official letter stating they never stated that the roof needed to be replaced. They said they had not heard of any installation problems in the past with our company and recommended she resolve her concerns directly through us. The other roofing companies also told us they never said a full roof replacement was needed. The homeowner provided pictures, and a replacement bid so when we asked that contractor who gave her the bid what he saw, he said he took pictures and gave her bid only because she requested it and not because he thought the roof needed a full replacement.

  Prior to the filing of this complaint, we had already repositioned the box vents, replaced the shingles with footfall, repaired flashing, and replaced and corrected 2 gutter sections, and one window wrap that was damaged during installation. We also repaired a second window wrap, replaced and painted a board with wood rot along with other items at no charge. Her complaint about us not replacing the furnace vent rain cap and storm collar were items not included in our scope. The homeowner wanted us to pay her $2,168.19 so she could hire a mechanical contractor to replace the vent cap and collar which is an unreasonable request since we didn't contract to do it and charge her for it in the first place. However, as an offer of goodwill, we paid a licensed mechanical contractor to perform the work on November 13th and did not charge her for it.

  We had reached out to a 3rd party skylight company to inspect the skylight. Based on his recommendations, we have paid to have his company install a custom-fit skylight when it is expected to arrive from the manufacturer in late January.

  Our team was out again on December 10th after the homeowner had expressed concerns regarding a rain diverter she thought was not angled enough, leaks in her garage, and holes in her bedroom ceilings. We showed video of a water test that showed that the rain diverter was properly diverting water away from the chimney. After inspecting the garage, we did not find any evidence of water stains or leaks above the garage doors. The areas she pointed out were dirty, which may have given her the impression of water stains but there were no stains, and the sheetrock did not have any moisture damage. The alleged “holes” in the upstairs ceiling were small pieces of popcorn ceiling texture that had fallen off that appeared to her as small holes. We went into the attic and took pictures that showed there were no holes on the top side of the ceiling or water stains. There is a water stain in one of the bedrooms, but it is directly located under duct work which is likely from condensation. We informed her to take a video of that area the next time it rains to see if any water is actually dripping from the roof. There is also evidence of water stains we previously pointed out to her from the gaps in the siding and trim boards that either need replaced or caulked. It is our understanding from our conversation with her that someone has or is still replacing, caulking and painting the siding on her house as there were new siding boards sitting in her house. If there are any leaks from the new roof installation, we will take care of them, but we are not finding at this time any evidence of active leaks stemming from the roof installation.

  Our NorthStar representative who has several years of experience in the industry states he did not tell her the things she alleges as deceitful and did explain to her that the existing head wall flashing cannot be easily replaced without removing the siding as it is nailed up in behind. Her insurance was not paying for it so it would have to be done at an added cost if the homeowner wanted it replaced instead of using the existing flashing. Since we did not take any money for the siding to be removed and head wall flashing replaced, it can still be done if the homeowner wants to pay for it, but at this point, we suggest she have another contractor perform that work. We will agree to come back out to inspect the integrity of the beauty strip and other shingles in or near those areas if she decides to have it performed. She just needs to let us know the day it is scheduled so we can coordinate at that time.

  In regard to the use of caulking and curled shingles in that corner, we did not find any installation issues or leaks as we were able to access the underneath area from the attic space in the garage. The valley was installed using a metal “w” valley that comes down close to the sidewall and there is step flashing along with an ice and water barrier there is more than just roofing caulk. The shingles are installed past the valley into the connecting slope and there is a kickout diverter to push the water away from the side of the house.

  We cannot agree to her requested resolution of a full refund as there is no basis for it. We are requesting that she pay her remaining balance as she has received the insurance proceeds for the roof replacement. We have already made the repairs, scheduled the skylight replacement, and made several good faith attempts to resolve including additional work at no charge.

  She may withhold $750.00 which is the cost of the original stock skylight from the remaining balance of $15,620.01. We will not charge her the difference in the cost for the custom skylight. Immediately after the new skylight has been installed, she will be responsible for paying the $750. Once we are paid in full, a 5-year workmanship warranty from the date of the installation will go into effect. If we are not paid $14,870.01 by January 15th, 2025, we may exercise our right to file a mechanic’s lien and/or seek legal action.