Complaints

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• Initial Complaint

  Date:10/30/2024

  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.

  Carlon Roofing replaced PART of my roof. $20,000 to be paid at completion. **** said **** Black but he forgot to drop off the sample. **** sent a contract that required an e-signature and I could not open it. I’m an 80 year old widow so **** said my daughter could sign it. When the roof was put on it was light brown. (Why would roofers do a partial roof replacement and not call to check when there was an obvious color difference?)
  
  The roof was completed on 8-10-24 and when I told **** what happened, he said: “It looks like we are going to be putting a new roof on, let me talk to ****” (I made detailed notes every time I spoke to him and that’s what I wrote as his direct quote.) He told me he made the same mistake another time but instead of writing down the wrong color, he wrote down the wrong house number and Carlon Roofing put the roof on a neighbor’s house.
  
  When **** went to the owner (**** Carlon) the company’s story changed. **** goes to my same church. **** came to my house and cornered me in my backyard and told me he would put a lien on my house if I didn’t pay him $20,000 by next week. My husband and I had used ****’s company before. **** admitted it was his mistake. I feel intimidated.
  
  **** proceeded to tell me my roof was always light brown and that he put the same color on last time. He thought he could get away with that because of my age but I sent him many pictures of my home over the last four decades because he was being deceptive. Then he had an attorney send me a letter.
  
  I love my home. I have lived here for 53 years. The new roof takes away from the appearance of my home that my husband and I worked very hard to keep nice. My home doesn’t look right now. It takes away from my home’s value to have mismatched roofing, shutters, wrought iron gates, lighting, etc.
  
  I want to pay for the roof I ordered or I want a mediator to work with ****, **** and us. Thank you.

  

  Business Response

  Date: 12/12/2024

  Thank you for sharing your concerns about your recent roofing project with Carlon Roofing. We take all feedback seriously and strive to ensure clear communication and customer satisfaction in every project.  
  
  After reviewing your project details, we’d like to address a few key points:  
  
  1. **Roof Color Selection**: The color Driftwood was selected and listed on the signed contract as the choice for the shingles. If there was any misunderstanding about the color name or appearance, we deeply regret the confusion. Unfortunately, we can only proceed based on the selection confirmed in the signed agreement.  **** disputes all that ***. ******* mentions
  
  2. **Contractual Agreement**: The contract was signed electronically by your daughter, as we discussed during the process. The color, terms, and scope of the project were all outlined in this agreement.  Carlon Roofing & Sheet Metal has requirements prior to processing a signed contact with one of those being that a color selection must be on all contracts. No verbal communication is approved without something in writing.
  3. **Roof Mismatch**: The roof area you referenced as not matching is a flat roof. The shingles replaced match the specifications agreed upon in the contract.  
  
  4. **Communication Efforts**: **** personally attempted to reach you multiple times to discuss your concerns and to resolve this matter amicably.  We feel its very important to try to work thru any differences prior to any legal action. With no answer after over 5 phone call attempts; **** went over to ***. *******’s home & she was on her back porch. He told her how bad he felt about the situation & tried to work this out prior to any legal action. No intimidation took place like ***. ******* referenced.
  We understand and appreciate your concerns about your home’s appearance and sentimental value. We are happy to work with you to explore solutions that may improve the situation while respecting the agreement made.