Complaints
This profile includes complaints for Schoenherr Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/10/2023
Type: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.
Have a leak in my roof. Paid Schoenherr Roofing $400.00 to inspect roof and provide a report the included the reason the roof was leaking and an estimate for repairs. Schoenherr roofing stated the $400.00 would go toward the cost to repair the roof. Schoenherr roofing inspected roof on on April 18, 2023. At that time they did not diagnose the source of the leak and stated they needed to return to do a Water Test. On May 18, 2023 Schoenherr roofing returned and preformed a water test and I paid them an additional $200.00. Schoenherr roofing stated that the additional $200.00 would also be applied to the cost of a repair. On May 18, 2023 Schoenherr roofing stated they would provide a report noting the source of the roof leak and a quote to repair the roof. After May 8, 2023. Schoehnerr Roofing never sent a report or a quote for repairs to the roof. I sent a letter to Schoenherr Roofing on July 2, 2023 demanding the return of the $600.00. I have spoken to 3 different representatives from Schoenherr roofing and they have refused to return the $600.00.Scheonherr roofing has failed to preform the services for which they have been paid. Scheonherr roofing has refused to refund the $600.00 I have paid for these services.
Business Response
Date: 07/26/2023
Dear ******,
We sincerely appreciate your feedback and for bringing your concerns to our attention via the Better Business Bureau. We apologize for any confusion surrounding your refund.
After investigating the matter, we found that we issued a $600 refund on 7/12/23 and and that the check was successfully cashed on 7/21/23. We understand how essential it is to maintain transparency in all our transactions, and we regret any misunderstanding that *** have occurred.
At Schoenherr Roofing, we take pride in delivering exceptional customer service, and your satisfaction is of utmost importance to us. We are committed to improving our processes to ensure a seamless experience for all our valued customers.
If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and resolve any outstanding issues to your satisfaction.
Once again, thank you for sharing your concerns with us. We value your patronage and hope for the opportunity to serve you better in the future.
Best regards,
Schoenherr RoofingInitial Complaint
Date:03/27/2023
Type: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.
Schoenherr Homes LLC installed a new roof in Oct, 2022. 3 months later, the roof showed signs of Water Leak. Schoenherr Homes LLC came out to investigate the Leak and fixed what ever the issue was on the Roof. Damage to my Ceiling were Schoenherr Homes LLC responsibility as their newly installed roof caused it. They promised to fix my Ceiling. After a Dry Wall Quote and Paint Quote, Schoenherr Homes LLC claimed they should not be help responsible for painting the whole ceiling but only the area they damaged. The paint quote was $700. I paid them $26,800 for new roof, a leaky one!! I can't believe they are refusing to pay for having my ceiling painted. They offered me $200. The professional painter said, If he paints the area damaged only, then it would be different in color from rest of the Ceiling. This is unacceptable. I expect Schoenherr Homes LLC to pay the full amount to have my Ceiling paint. They damaged it then they should fix it.Business Response
Date: 03/29/2023
At Schoenherr Roofing we have been in business for 28 years. We pride ourselves in bending over backwards,in serving our customers well and treating people the way we want to be treated. We have never had a complaint filed with you.
In this case the customer, *************************, was being unreasonable, yet we were willing and offered to meet his unreasonable request. We acknowledge there was a leak. When the issue was brought to our attention via text on January 30, 2023, our project manager responded with a phone call within 8 minutes. Since that time we have been in contact with the homeowner a minimum of 17 times via phone and text. We have been 100% on top of this issue.
We immediately apologized for the experience and sent our ***************** Manager out to the home. He discovered evidence of the leak, however due to snow cover he could not immediately identify the exact cause. He returned the following week, on February 8, once the snow was clear. He located the source of the leak and conducted a restoration of the affected roof area. No leak has occurred since.
We sent our drywall repairman to the home to restore the small area affected by the leak. Without our knowledge, the homeowner proceeded to have our drywall expert conduct additional work on the ceiling completely unrelated to the leak, repairing pre-existing cracks and seams. He finished his work on March 15.
On March 22 our professional and seasoned painter arrived at the home for an initial inspection of the area. He discovered the entire ceiling needed to be primed and painted, a scope of work much larger than required by the initial leak. Accordingly, Schoenherr Roofing agreed to cover the amount of the painters expense that was relevant to the cost to restore the area affected by the leak. The homeowner would be responsible for the remaining balance, the additional work he requested to be done. At that time the homeowner refused the offer.
On March 27, in an effort to bring an equitable resolution to the project our Quality Control Manager called Aneece offering to share the cost of finishing the ceiling. The homeowner again refused, becoming verbally volatile and threatening, demanding Schoenherr Roofing pay for restoring the entire ceiling.
Within hours that same day Schoenherr Roofing held internal conversations and decided to go above and beyond to serve Aneece and Shuaila ****** well, by covering the complete $700 expense of priming and painting the entire ceiling. I personally called Aneece and listened to his concerns. I proceeded to present the offer to cover restoring the entire ceiling; he refused it. I made the offer an additional two times with the desire to make, without question, a complete repair at no cost to him. Aneece refused both additional offers and indicated he no longer wanted Schoenherr Roofing near his home.
Schoenherr Roofing,in good faith, made every effort possible to restore Aneece Yousifs home back to, or better than, its original condition. Unfortunately, he has chosen not to allow us to do that.
Duly submitted,
*********************
Director of Operations
Schoenherr RoofingCustomer Answer
Date: 03/31/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*************************
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