Complaints

This profile includes complaints for Story Roofing Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Story Roofing Company, Inc.

  141 W Wexford Ave Buckley, MI 49620-8600

  
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  Story Roofing Company, Inc.

  3735 Old US Highway 27 S Gaylord, MI 49735-9545

  

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:06/28/2024

  Type:Customer Service 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.

  We hired Story Roofing to remove an old chimney on the exterior of our roof. We were clear that we had a natural gas fireplace when they came to assess the job. We were assured they could do the job and that our gas fireplace would be functional and vented properly at the end. When they sent the job bid it mentioned sealing off the roof; we contacted them again to clarify they knew there was a gas fireplace and would need to keep the piping at the top open and ventilated -- (which the team did or started to do, clearly signifying that again, during the project they were aware we were using the gas fireplace). We were again assured it was no issue. Upon arrival, the team asked about the insert and we confirmed (again) that it was actively being used. Half way through the project, My fianc went to see how the job was going and noticed that the fresh air intake was at the bottom of the fireplace, no longer attached to the roof or accessible in any way along with many bricks dropped down the chimney onto the fireplace insert and pipe. We questioned the safety/quality of the work and asked them to stop. We called in multiple fireplace companies to assess the work and potential damage only to find out that they made our fireplace not only inoperable, but extremely dangerous - putting us and our kids at risk of a natural gas explosion. We have very kindly asked Story Roofing to pay the $4000+ bill to the other company that would need to fix their mistakes - not only are they refusing to pay the bill, they are still under the expectation that we pay them the remainder due for the work they did that put us in the situation in the first place. Removing the bricks was intended to be cosmetic; at no point did anyone mention that removing it was going to make the fireplace unsafe and inoperable or we wouldn't have done it. I have tried for weeks to work with them but our house is unsafe and smells of fire and we have a baby due in July, and we are out of time.

  

  Business Response

  Date: 07/11/2024

  This response is from Story Roofing Companys Representatives:
  
  Timeline of events:
  4/1/24:
  Customer contacted **********************- write up notes Would like chimney removed or boxed in- no longer uses it
  
  4/4/24:
  Story Roofing Technician went on-site to bid the brick chimney removal (with the impression that the chimney is not functioning, due to the write up notes from Customer)
  
  4/16/24:
  Proposal #1 sent to customer
  Customer emailed back to ask if we could decrease the price of the proposal
  It was decided that in order to cut out some of the cost, that the customer would be responsible for keeping/disposing of the bricks himself
  
  4/18/24:
  Proposal #2 was accepted
  
  4/23/24:
  50% deposit received
  
  5/13/24:
  Work began
  
  To Whom It May ********
  
  The cap/top of the pipe was originally installed/built-into the brick/concrete chimney. In order to remove the bricks, per our contract, the pipe-cap had to be taken out of the bricks that they had built around the pipe. Once the contracted work had been completed by Story Roofing (contract text below) the cap/top was placed on the existing roofline pipe, since the customer had then told us that the fireplace is functioning and would need to be vented still.
  Remove the existing brick chimney (customer to keep bricks)
  Install new sheeting to the nearest trusses
  ***************** &Water Underlayment on the exposed sheeting
  Install new ridge cap shingles & shingles in the exposed areas
  Seal, clean &dispose of debris
  
  We were not told that it was a functioning fireplace until we were almost done removing the bricks. Nothing in our contract stated that this chimney was still used/functionable. It is the Customers responsibility to make sure that the internal piping/ hook-up would be handled by a licensed *****/ Fireplace Company, as we were only proposing to remove the deteriorated brick chimney. After we were informed that the fireplace is functional, we finished removing the bricks, and put the existing cap over the piping leading to the fireplace, to ensure that nothing would be able to get in the hole, while still leaving it ventilated for a Company to properly ensure the correct hook-up for the fireplace.
  
  Bricks did not fall down the piping; there were crumbles of the deteriorating bricks that had fallen in when the cap/top was removed from the encased concrete/bricks, which was necessary to fully remove the brick chimney as proposed. Per ******** ******* (Fireplace/Chimney Company),the inner pipe was already down, which is the way it should have been (brick crumbles did not cause any damage).
  

  The biggest issue we feel that the customer had was the smell of smoke that came from removing the bricks; Per the customer (via phone conversation), this chimney had a previous fire before they moved in, and the chimney did not pass the house inspection. This smoke smell would have been apparent no matter who was hired to work on the chimney,or what was being done on the chimney, due to the previous fire.
  
  Once the crumbling brick chimney was removed, the Customer contacted ****************** letting us know that there was a smoke smell due to brick crumbles falling down the interior pipe. At that point, since we then knew that it was a functioning gas fireplace (that we are not licensed to work on), we told the Customer to turn off the gas to the fireplace, and then contacted ******** ********** (Fireplace/Chimney Company) to send one of their staff out to assess the situation. Story told the Customer that in order to get the process going for them, that we would pay for the Service Call to have them out to clean out the crumbles that had fallen in during the brick removal. They were unable to help with the project, because they dont work on gas inserts.Story Roofing still paid for that Service Call.
  
  In order to help the Customer get in touch with a ********************** that could help them figure out the next steps to correctly vent the gas fireplace since the bricks were now removed, we attempted to contact three other companies that were recommended to us from ******** ********** (Fireplace/Chimney Company), none of which were able to help them. Story ensured several times that as soon as a Chimney company had done the work that is needed to get the gas insert vented properly for use, that we would come back out to ensure that whatever the company installs would be watertight.
  
  The Customer reached out to ****************** suggesting that we try getting in touch with the ********* (Chimney/Fireplace Company) who sells the model insert that they had. We talked to a representative from ********* (Chimney/Fireplace Company) and explained the situation to him; we were told that the venting pipe that we set on top of the internal piping, was not up to fire code, and that the Customer would need to have a new brick chimney installed, in order to continue using the gas fireplace, making it operable and up to code.
  

  At that point, Storys General Manager contacted ******** ******* (Fireplace/Chimney Company) to get their thoughts and have someone come out to take a look at what needs to be done. We were told that the work that we did, did not endanger the Customers, and that the pipe that the Customer assumes we damaged (supposedly caused to fall down by pieces of bricks)was supposed to be down like that. ******** ******* (Fireplace/Chimney Company) said that although the gas insert seemed to be newer and in good working condition (told by the customer that the insert had been installed approximately 5 years ago), the internal pipes connecting to the insert are over 30 years old and are obsolete; the internal pipes need to be updated.
  
  ******** ******* (Fireplace/Chimney Company) provided Story with two proposal options, to either keep the pipes they have and build a new brick chimney, or to replace a new insert and interior pipes and have a new venting system installed out of the roof. Story emailed the Customers to give them the options that were suggested, again noting that Story would make sure that the roof is water-tight once the work by the other company got finished.
  
  This is when the Customers fianc came into the conversation. She made it clear that they are not paying for our mistakes, and that we will be paying for the Company to build a new chimney or replace the insert and internal piping, in addition to not paying Story the other 50% of the agreed proposal to remove the crumbling brick chimney.
  
  The Customers ***** then began slandering our business on multiple ******** pages, making false accusations and posting ****** exaggerated information about the project, plus threatening us with her lawyer. We were told that you (Story Roofing) will pay either way whether it is paying for the new insert to be installed or by slandering our Company online.
  
  We, at Story Roofing take pride in our work, and we do not believe that we deserve the blatantly disrespectful comments and posts from our Customers Fianc. We have tried to help our Customer by paying for another ********************** to come out and assess the situation (so they can work with the appropriate company to get the chimney up to code for continued use), and we have offered to have our staff work alongside ******** ******* (Fireplace/Chimney Company) to complete the work that needs to be done, all while ensuring that we would come finish the roof-work around whatever system the Customer chooses to continue with.
  
  We have not been able to come to a solution, since our Customers Fianc does not believe that they are responsible for paying another company to get their fireplace in working order.It seems that our Customers Fianc is trying to have us take the fault for an outdated/ obsolete piping system, that has nothing to do with the contracted work by Story Roofing Company.
  
  We sincerely hope that the people and customers who have seen the posts understand that there are two sides to every story, and we are trying to clarify ours.