Complaints

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• Initial Complaint

  Date:10/06/2023

  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 had Republic Roofing come out to give an estimate of a job to help fix my gutters.
  
  The first estimate did not include all the required work, for what I am assuming was an attempt to mislead me on the total cost. Aka have a lower amount and then drive it up after they are on site is my impression of their goal to skirt around appropriate bidding processes. I had them adjust the invoice to include the other tasks needed. Then after I signed the contract, meaning it is now binding, they called me to tell me they cant do it unless I do other stuff as well.
  
  The contact was presented to me, I signed it, and now they are refusing to do the work. My attempts to contact them about this have been ignored. This is both unethical and illegal in the state of missouri.

  

  Business Response

  Date: 10/06/2023

  As a triple A rated BBB company since 1967, we are disappointed in this turn of events. However, there are additional details pertinent to the structure of this situation. 
  We submitted Mr. **** with a proposal for gutter repairs on September 21, 2023 following his call to us on September 19, 2023. The proposal was to repair existing gutters and salvage as many materials as possible for re-installation. It was noted in the proposal that any new materials required would be replaced on a time and material basis. 
  A second proposal was requested by Mr. **** and was completed on September 28, 2023 to outline the cost for replacing gutter board the entire length of left home elevation if needed. Mr. **** signed that proposal and it was received on October 2, 2023.
  On October 5, 2023, we contacted Mr. **** for scheduling and during our conversation, we covered the need for the electrical company to be contacted by Mr. **** in order to secure the electrical lines before our start date. This is needed to create a safe work environment for our men. We are not licensed electricians and cannot safely disconnect power lines. Mr. **** was in agreement with this plan and with good understanding. Mr. **** requested a third proposal outlining the details regarding electric lines needing to be secured and covered by home owner's contractor, as well as, an estimated timeline when gutter work would commence.
  On October 6, 2023, the morning after our last conversation with Mr. ****, we received aggressive and threatening emails directed toward Republic Roofing Co Inc. with Mr. **** threatening to come to our office. We had a third proposal completed as requested by Mr. **** and was prepared to send when our Admin staff arrived Friday morning October 6, 2023, less than 24 hours after hours after our last conversation with him. In the interim, our company President responded to Mr. **** and left a message, which included his phone number to discuss any and all matters. After further consideration of events and the hostile nature of Mr. ****'s communication, the decision was made to part ways. No monies or any form of payment was requested by Republic Roofing Co Inc.

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
   The account given by the business is not a correct discreption on the issue. I have attached the emails I sent and in no way was a threat being made. They quite simply were not responding in a timely manner and if they wont answer my continued emails expecting something to be completed that they said would have been done previously the next way to contact them is to visit in person. Going to a business in person to have a conversation about unsatisfactoy work and communication is not a threat, it is a normal business activity. No reasonable person, LEO, Judge, or Jury would find visiting a business during business hours to be inappropriate. 

  this whole process was extremely time consuming leaving me to constantly wait for things they told me they would do.

  at no point was there any expectation that they would have to work in an unsafe enviroment nor did I request that they do at any point. I was quite ready to have that taken care of with the power company, but I needed them to email me what it was so I know how to habdle it. I was told by I guess the owner he would do it that day and just never did it. I have every right to be frusterated with a company that gives incomplete estimates and does not follow timely communication and then makes statements of defamation about me threatening them when I expect them to do what they daid they would do.

  The fact they are trying to trump up a situation that is clearly their fault resulting from poor communication with clients shows they are a hostile and predatory business.

  Their response is in no way acceptable and the claims they made against me are borderline libel. I have escelated this with the Missouri Secretary of State whose office has told me they will be conducting an audit of their business part of which will be to contact previous customers about discrepencies between what is estimated and what is actually billed. While some things may pop up on a project that requires extra costs for time and materials if a pattern is found that the final costs routinely exceed the estimate by 20% or more it will be considered a problem with the State of Missouri.

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

  

  Business Response

  Date: 10/12/2023

  Our response and attachments referenced in response are attached above.