Complaints

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:08/16/2024

  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.

  On August 31, 2022, I met with Peter D**** from Liberty Windows & Siding , concerning roof replacement. He advised me of the type of materials for the roof and to pick a style and color . He also advised that additional plywood may be required to replace any damaged ones.
  I signed the contract with a total of $11, 840.00 , after giving a down payment in the amount of $3000.00 , my balance would be $8,740.00 to help lower my monthly cost and loan balance.
  I was later sent a final invoice stating that the additional materials absorbed the cost of my down payment and the loan balance remains $11,840.00. On August 5, 2024 , after a heavy rain storm , my roof began to leak , I immediately contacted Liberty, and spoke with Kaleigh who requested pictures to be emailed and she would have the crew come out to investigate.
  
  On August 6, 2024, a representative from Liberty came to my home and he advised that the roof was leaking from the flat section of the roof and it appears that it was never replaced. When I met with Peter at the initial contract signing not once was I made aware of a separate flat portion of my roof and /or it would require an additional cost. As a consumer we are at the mercy of the businesses we engage with to be trustworthy and don’t use deceptive practices to gain a profit. I am currently paying for a loan that only was contracted for a partial roof and now have a leaking roof that Liberty was fully aware of but choose not to inform the customer , I reached out to Liberty regarding this issue and was informed by Tiffany (supervisor ) that they could send someone to give me an estimate for the remaining portion of the roof. I trusted Liberty Windows & Siding as a reputable business being promoted by a radio station that I listen to daily and promotes themselves as a Christian Station (****** ***). I would like to obtain some resolutions with the company before seeking Legal Representation .

  

  Business Response

  Date: 08/29/2024

  Our original contract with the customer states "top main roof" which is in fact shingled. The customer does have a flat portion to her roof, which was not included on her signed contract, therefore was not touched and appeared to be in good working condition at the time of shingle replacement. When customer called our office stated a leak in her roof, we requested photos and the location of the leak to schedule for our service technician to address. Upon arrival, the technician found the leak to be coming from the rear flat roof area. Liberty Windows & Siding, Inc did not replace the flat portion of the customers roof, as it was not in the signed contract. In efforts to show good faith, Liberty Windows & Siding, Inc has completed a layover on the flat portion of the customers roof free of charge. 

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:,On August 27, 2024, I received an email from Kaleigh H****** advising me  that the Installation Crew will be arriving to install the roof on Thursday August 29, 2024.  On the morning of August 29, 2024, the Crew from Liberty came to my residence to begin the work. I missed the Ring camera notification of their arrival,   I later heard walking on the roof . I went outside and observed several of the crew  employee’s in my shed with the door opened. I asked what was happening , and they pointed to an employee that was on the roof at the time in a green tee- shirt and white hat. The employee stated that they are supposed to replace the flat roof and shingles for the shed . I told him that the complaint was regarding the Flat roof and it had nothing to do with the shed. The employee tried to telephone  the manager at that time but to no avail.  At some point the crew  was able to reach the manger and he later came with materials and T- Shirts and signs taking photos in my front lawn before the work was even completed.  

  Due to recent surgery I was in my home resting while the work was being done. Later in the afternoon , things were quiet and no noise from outside so I assumed they were finished,  I went outside to inspect the job, and noticed that my shed had holes in the roof . I was really concerned since the shed was not a part of the complaint and the fact that they damaged my property and said nothing regarding this destruction.  I requested my brother to come over on Saturday, to check the roof job and to contact the company and he stated that  he spoke with an after hour’s call center who took the message due to the office being closed .    
    
  
  

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

  

  Business Response

  Date: 09/04/2024

  Good Afternoon -
  On August 29, 2024 Liberty Windows & Siding, Inc completed a flat roof layover for free out of good customer relations. Our crews did not touch Mrs. ****** shed, as they were instructed and only had materials for the flat portion of her house roof. Liberty Windows & Siding, Inc did not disturb Mrs ****** shed roof, we only took photos to show its current state. The photo attached labeled 9:26:22 was the condition of the shed roof when we completed the shingle replacement on 9/26/24. As can be seen from the photo, the shed roof was in disrepair at that time. There is now 2 holes that have been photographed and attached to this response. We did receive a phone call after hours from Mrs ****** - our office is closed on weekends. When our roof coordinator spoke with Mrs ****** on Tuesday 9/3/24, Mrs ****** stated that we damaged her shed by pulling off a few shingles. We requested photos so we could review. Mrs. ****** did not state over the phone that anyone was inside of her shed or that there were large holes. As can be seen by the photos attached the damage to Mrs. ****** shed roof is old. Liberty Windows & Siding, Inc would not be able to safely get on her shed roof due to a large tree touching and overhanging the shed. We request this complaint be removed and dismissed. 

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Liberty did a FULL roof replacement on our home including a flat cricket area between two peaked roofs in 2013 along with siding & gutters due to a tree falling on the home. ********** recommended Liberty as they are a preferred vendor. The total for the job was in excess of $25k. Rood leaked at the cricket in 2016 and they came out and fixed it under warranty. Roof again leaking at SAME spot in 2022 & called Liberty owner Muela on 5 occasions with no response. Office manager finally called me on 12/23/22 & said they will not come out to fix roof without me paying $350 up front which included any normal repairs, which I was forced to do and she scheduled an appt. between 12-5 for Monday 12/26/22. Roofers never showed up or called after I took off from work & sat home waiting for them. Roofer showed up on 12/27 at 5:00 and took 1 picture and left. No conversation with him as he said office would call me the next day. They never called. I called next day and was told co-owner named Peter would be calling me as he had more authority to have cricket area torn out and fixed correctly this time as it has leaked on 3 separate occasions in the same spot. He never called until this afternoon and was EXTREMELY RUDE and cut me off every time I tried to talk. He had a very accusatory tone and was telling me false information the entire conversation. He disclosed he was not a part owner as I was told, but a manager to resolve issues. He claims they didn't do the flat part of the roof in 2013 when the ENTIRE roof was paid for by ********** and Liberty is one of their preferred vendors. FALSE! I asked him how the other two sections of roofing could have been replaced without the flat roofing being done first as this is tucked under the shingled sections and has to be done prior to shingling the rest of the roof. He states the repair in 2016 fell within their 3 year warranty and that is why they fixed it in 2016. Company is dishonest and avoids correcting their workmanship errors!
  

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 6, 2023/01/05) */
  Customer Has both Shingled and Flat roofing on home
  Customer had purchased JUST Shingled Roofing with Liberty in 2013 along with Siding, Gutters and Doors- but not Flat Roofing
  Liberty Windows & Siding, Inc did not contract to do ANY work on his Flat roofing area
  His Flat Roofing is Failing and needs replaced - This is causing the leak at the seam where the flat roof meets the shingled roof
  Unfortunately his Flat roofing needs to be replaced as it only has a 10 year lifespan before it starts to fail and is way past that
  
  We did go out to inspect it and did determined that the Flat roof has started to fail where it integrates into the shingled roof
  Customer needs to get a new flat roof - there is nothing wrong with the shingled roof area that we contracted for and replaced
  No work to the Flat roof was contracted for with Liberty Windows & Siding, Inc
  
  He stated he had called a few times our office was closed over the Holidays and that is why he stated we did not call back right away but we had previously had the same discussion with him that he needed a New flat Roof to resolve his issues
  
  
  Consumer Response /* (3000, 9, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is inaccurate info from the business. They were contracted as a preferred vendor through State Farm Insurance to perform a FULL roof repair. They did not distinguish any difference between a "flat" roof or the shingled section and DID in fact replace the entire roof including the flat section when the roof was replaced in its' entirety in 2013. It leaked in 2016 and Liberty came out and performed repairs under their 3 year labor warranty in 2016. If they in fact did not touch the flat rood section as they so claim, why was it fixed under their labor warranty in 2016 in the EXACT spot it is leaking in again. I watched they replace the "flat" roof section when they put on the original roof in 2013, so I'm not sure why they are now claiming they didn't do it. Either way, if they are coming back out to REPLACE AND NOT REPAIR, the flat section at no cost to me and it is done properly with some type of warranty then that will suffice. All I want is a roof that doesn't leak in the same spot!
  
  
  Business Response /* (4000, 13, 2023/01/18) */
  Liberty Windows & Siding, Inc
  scheduled and replaced the flat roof section on Saturday January 14, 2023 - the original contract only stated Shingle roofing replacement. This was approved to be done by the Company President as a one time courtesy -
  
  
  Consumer Response /* (2000, 15, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response and appreciate the company coming out to what looks like properly fix the flat roof section, but will not know if it is in fact properly repaired until we have a soaking rain and the roof in turn does not leak. The roofer did say that the issue appeared to be from a faulty flashing job, which Liberty also did when they replaced the roof IN FULL back in 2013.