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:12/31/2024

  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.

  I was referred to this company by a friend. The people came to do an estimate on my friends ***** home for metal roofing and they also came to give me an estimate on the same day. They told me they would be in touch. 2 weeks went by and I finally contacted them about the estimate. We agree on $4700 for the whole job. Materials and labor, but I had to make at least a 10% deposit to ensure installation. I gave them $1000 to show good faith and hopefully to motivate them to install ASAP. They would get back to me about an installation date and another 2 weeks went by without any date to install. We had the first snow fall and now the chances of them installing were getting even lower. I called them and they explained they had to wait because of the temperature they had to wait for temps to rise due to the glue not curing if it was still too cold. A week later I get a call saying theyre coming to look and assess the roof. When I met with the 4 men that came to look at the roof they tell me they have no information on what kind of job this was. They dont have the measurements or an idea that it was a roof installation. The first team that had came out and did the measuring for the estimate were out of the country in ****** and had left them with no information about my job. At this point Im not too trusting of my installation is even going to get done before the spring comes so I call the company and tell them theres just being too many inconsistencies and I just want the $1000 back for the deposit I made. The person at their office tells me she can only refund me $800 because on my invoice it says theres a $200 charge for the measurements and the parts being ordered. I did not received that kind of information on my invoice, no one told me I would lose $200 if they failed to do their part. I made the deposit on 11/05/24 its now close to 2 months and I still dont have a roof installed. At this point I dont want their services. Theyre not trust worthy.

  

  Business Response

  Date: 01/02/2025

  Dear Ms. **************** you for taking the time to share your concerns with the Better Business Bureau. We value all feedback and would like to address your complaint thoroughly and professionally. We sincerely regret that your experience with our company did not meet your expectations, and we want to clarify the situation from our side in the hopes of resolving this matter amicably.
  1. Initial Communication and Scheduling
  Our secretary, *****, attempted to reach you several times via phone calls and left multiple messages, but unfortunately, she did not receive a response. It was only after the person who referred you to us reached out to ***** that we were able to finally get in touch with you.
  ***** then called you from her personal cell phone, successfully reaching you, and was able to schedule a time for one of our managers to visit your property, take measurements, and provide a cost estimate for the roof installation.
  2. Estimate, Agreement, and Deposit
  Following the site visit, our manager provided you with a total cost estimate of $4,770.00 for the roof installation. You agreed to proceed with the project and were informed that our standard practice is to require a 20% deposit of the total project amount. For your project, this amounted to $954.00.
  However, you requested to pay a higher deposit, which ***** confirmed would be acceptable, but she also reiterated that the 20% deposit is non-refundable. You agreed to this term, and proceeded with a deposit of $1,000.00.
  3. Delays Due to Weather
  As we discussed, due to weather conditions and the timing of your project toward the end of the year, there were some delays in scheduling your roof installation. The winter months can often create challenges for us as we have temperature requirements to ensure proper installation, as well as scheduling limitations due to weather conditions.
  *****, one of our team members, reached out to you and explained the situation. She also asked if you would be willing to wait until spring when the weather would be more suitable for proper installation. During this conversation, you mentioned that you did not want to wait until spring because you felt your children were not responsible enough to know when to repair the roof. You also explained that the roof installation was intended for your children and you wanted it completed as soon as possible.
  We understand your urgency and regret that we could not meet your desired timeline due to the weather limitations, but we take every precaution to ensure that the installation is done correctly and under the proper conditions.
  4. Re-Measurement Visit
  On December 26th, our crew arrived to perform the re-measurement of your roof, as is standard practice before installation. However, during the visit, our crew was informed by an unrelated third party (not a member of your household) that they could not proceed with the re-measuring. This caused some frustration on both sides as our crew had set aside time to address your project.
  After this miscommunication, our team was reassigned to other jobs that had already been scheduled, and we were not able to complete your project at that time. Despite this, we remained committed to scheduling your installation and reached out again to finalize details.
  5. Cancellation and Refund Process
  When you called ***** to inquire about scheduling your roof installation, you requested that the job be completed on Tuesday, which was not possible due to our crew being scheduled for other jobs. You then expressed your desire to cancel the order, and ***** explained our cancellation policy.
  As part of our standard procedure, we retain 20% of the deposit to cover administrative costs, site visits, and materials that had been ordered in advance. However, as a gesture of goodwill and to resolve the situation, ***** offered to refund you $800.00, which is more than the 20% we would typically retain. This offer was made in consideration of the delays and miscommunications that occurred throughout the process.
  We understand that you were surprised by the non-refundable deposit policy, but as was communicated to you by ***** at the time of the initial agreement, the deposit is non-refundable. While we usually retain 20%, we were willing to refund you a larger portion$800.00because of the circumstances surrounding your project.
  Regarding your concerns about not having been provided with our company name, address, or phone number, we want to clarify that all of this information is included on the invoice that was emailed to you. We strive to be transparent and clear with all of our customers, and we apologize for any confusion.
  6. Moving Forward
  We deeply regret that we could not meet your expectations and that the delays and miscommunication have caused frustration. We believe the offer of a $800.00 refundwhich is more than the usual retentionrepresents a fair resolution, considering the time and resources we invested in your project.
  We would like to proceed with finalizing this matter promptly. If you would like to discuss the refund or have any additional questions, please do not hesitate to reach out. We are committed to resolving this situation in a manner that is fair to both parties.
  Thank you again for your time, and we appreciate your understanding. We hope to bring this matter to a close and move forward on a positive note.
  Sincerely,

  G & C Carports of Michigan Inc.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22749579
  
  I am rejecting this response because: First of all when I spoke with ***** she told me about the deposit and never mentioned that if I canceled that they would retain any kind of money.  When I called G & C the last time is when they told me that as specified in the invoice that it was communicated to me.  Nowhere in the invoice is it noted that the will retain any kind of money or percent. Where they attempted to communicate with me it is not true.  I gave the people that came out to do the estimate my phone number and I didnt hear from anyone, thats when I reached out to the person who recommended them.  They told me when they had an estimate they would reach out to me. When ***** suggested to wait until the spring to complete the job to me it was absurd, why would I pay a company to do a job in the fall to keep my home safe before the winter to have it installed in the spring? All because this company is negligent and taking money for jobs that they know they cant complete when their crews are out of the country.  When the came to measure, not remeasure the crew did not have any idea what even the job was.  I explained on the phone that it was a metal roof over a ***** home.  I asked them if the people at their office had provided them with any kind of information or measurements they told me no. I took a screenshot and texted the information to the guy. I suggested he get in touch with the office about the specifics and I would also touch base with them about the kind of material they would use.  I also asked him if I could call the office and we could all be on the same page that when did he think the job could be completed?  He replied if you call the on Monday we can install on Tuesday.  I call the office on Monday December 30 and thats when everything just fell apart, because I talked to ***** and now she tells me that because they where not able to measure that now they had moved on to another job in *********.  At no point there were prevented from measuring.  I shared the measurements I had with one of the guys the one that seemed to be in charge.  On of the other guys suggested to at least take a look to see what kind of conditions the roof was in and the brought a ladder to take a look.  Why at that point they didnt measure if it was a condition for them to start the job?  After they had looked at the condition of the roof the guy in charge just proceeded to speak to my husband like it didnt matter that I was the one managing this arrangement.  At that time it didnt matter to me because I thought it was just a cultural thing where in Hispanic households the man is the one to talk to.  I though I had given them enough information on my part to ease their process to plan for my job and it wasnt a big deal.  I hate making things difficult for anybody, but when it comes to businesses trying to keep money not earned thats when I think something has to be done with a third party.  I truly dont think I prevented them from doing their job, i honestly think they took way too many jobs and didnt have the man power to finish them before it got too cold.  At this point I have to worry about my home not being protected due to their negligence and have to hope for no leaks because its now too cold to weather proof with any kind of bond or sealant.  At this point I want all my money back because believe I have not caused any kind of delay.  That this job could not be completed due to their lack of communication within their crews and the office personnel.  I dont think it was my job to reach out to the crew and then reach out to the office to make sure they all had the same information.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/02/2025

  Dear BBB Representative,
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and would like to provide a detailed explanation of the events surrounding Ms. ******* project with our company.
  1. Non-Refundable Deposit Policy
  It is important to clarify that our non-refundable deposit policy has been in place for over 20 years. This policy is communicated clearly by all of our team members, including *****, who has been with our company for over four years. It is our standard practice to ensure that customers understand the terms of the deposit, which includes informing them that the deposit is non-refundable. There would be no reason for our staff to neglect this essential information, as it is a key part of our business operations.
  While we acknowledge that ***** was unable to reach Ms. ****** initially, this was due to Ms. ******* failure to respond to our calls. As mentioned, Ms. ******* friend did reach out to us to confirm whether we had made contact with her. At that point, ***** was able to speak with Ms. ****** directly and proceed with scheduling an estimate.
  2. Communication and Scheduling
  We understand that Ms. ****** did not answer our calls because she did not recognize our number. This is a common occurrence, and we do our best to follow up until we can reach our customers. Despite this, we did manage to schedule an appointment for our manager to visit the property and provide an estimate after ***** was able to successfully connect with Ms. ************* Weather-Related Delays and Timing
  Regarding the delay in scheduling the installation, ***** did discuss the weather conditions with Ms. ******* The reason ***** suggested waiting until spring was not due to a lack of available staff or an overwhelming number of jobs, but rather to ensure the proper conditions for the installation. Specifically, the sealant we use requires warmer temperatures to bond correctly, and installing in cold weather could compromise the quality of the work.
  Over the years, many of our customers have made advance payments and chosen to wait for the more favorable spring conditions to ensure their projects are completed properly. We currently have several clients who have already paid in full or made their deposit and are awaiting installation in the coming months.
  4. Re-Measurement Visit and Miscommunication
  On December 26th, our crew arrived at the property to remeasure the roof, as is standard protocol prior to installation. Unfortunately, when our crew arrived, they were told by an individual (not affiliated with Ms. ******* household) to ask the person who initially measured the roof for the required information. As a result, our team could not proceed with the remeasurement at that time.
  While the crew did not have the original paperwork with them, this did not indicate negligence on our part. The crews task was simply to remeasure the roof, which they could have done without the original documents, as this was part of the normal process to ensure accuracy.
  Moreover, Ms. ******* husband spoke with the crew leader during this visit. It is worth noting that he raised concerns about identifying who was in charge of the project, which contributed to the confusion.
  5. Cancellation and Refund ************************ called ***** to inquire about scheduling, she requested that the installation be completed on December 31st. ***** explained that it would not be possible to complete the job by that date, but she did offer to schedule the installation for January 2nd or 3rd. When Ms. ****** expressed that this timing would not work for her, she decided to cancel the project.
  At that point, ***** offered to refund $800.00 of the $1,000 deposit, which is more than the standard 20% retention policy. Ms. ****** later informed ***** that she intended to file a complaint with the BBB, stating that she would prefer to resolve the matter through that channel. We are committed to addressing customer concerns fairly, and we stand by our offer to refund the $800.00, which reflects the work and resources already spent.
  6. Commitment to Fairness and Integrity
  We want to emphasize that we are not attempting to "keep" Ms. ******* money. The $200 retained is intended to cover administrative costs, site visits, and partial material orders that were incurred. We believe that the $800 refund we offered is more than reasonable, given the work we had already done in terms of site visits, measurements, and preliminary preparations for her project.
  We also want to address Ms. ******** mention of aluminum roofing. During her conversations with *****, she questioned whether aluminum sheeting would be used on her roof. ***** clarified that our company exclusively uses steel roofing materials, as aluminum is not part of our offerings. This point was communicated to Ms. ****** to ensure there was no confusion.
  7. Conclusion
  We take great pride in the quality of our work and in our customer relationships. We have been in business for over 20 years, and throughout that time, we have consistently strived to provide honest, transparent service to every client. We deeply regret that Ms. ******* experience did not meet her expectations, but we believe our actions were aligned with our companys policies and standards.
  We remain committed to resolving this matter in a fair and respectful manner. We believe the refund of $800.00 represents a fair resolution, considering the circumstances.
  Thank you for your time and for considering our perspective on this matter. Should you need further clarification, we are happy to provide any additional details.
  Sincerely,