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:04/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Coastal installed a beautiful new gutter system for my home but neglected to install a downspout on the back corner of the house. When he came out to inspect the job and a subsequent roof leak, the manager also noticed the crew neglected to install two leaf guards. I’ve called several times over the past months to get these two details taken care of. The office manager is always apologetic and reassuring, but the job is still incomplete. I was also hoping to establish annual maintenance with the same company but don’t know how to get them to follow through with service.

• Initial Complaint

  Date:11/22/2022

  Type:Product 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.

  Roof estimate didn’t include the cost of drip edge. Total was 9770 which we paid to them - drip edge. $300 which we we were told not to worry about they will work with our insurance. Worked to get the 300 which they changed another 50 for late fee with our lien holder. Offered a $10,000 check that was made to me and the LLC. They refuse and asked us to write a $350 check to hold until another check was issued just in our name. Was told they would hold the check until we notified them the funds were available. 2 weeks went by as we continually sent paper work and get approved for a newly issued check. 11/22/22 the LLC cashed the check we wrote them without our approval causing us to overdraft 2 days before thanksgiving. ***** who we have been working with at the LLC was contacted in which she hung up on my wife. I later found out the drip edge that needed replacing was also a lie as they by their own admission cannot be installed upside down or incorrectly. Now I have a negative balance in my account and a bunch of lies to show for it.

  Business Response

  Date: 11/22/2022

  Good evening,

   

  This customer had a past due balance with our company for several months.  We rendered services to the customer in accordance with our contract which clearly set terms for payment.  Our team made every effort to accommodate Mr. *****'s financial situation.  We worked diligently to support the customer in their pursuit of insurance claim proceeds from their provider.  However, during the process the customer requested our participation in unethical dealings with their insurance provider.  At that point we explained to the customer that they would need to resolve this matter with their insurance company with no further involvement from our company.  We did eventually send their account into collections, and the customer wrote us a check for the amount owed, but asked that we wait an undetermined amount of time before we cash it.  After several weeks and no response from the customer we decided to cash the check for the past due balance with no additional penalties or interest.  Ultimately all he's accusing us of is cashing a check that he wrote to us for services that we completed. As a result, he has gone through great lengths to attempt to smear our company online.  He's commented on every Facebook post we have made, made several posts in public forms with the title "Scam Alert."  We have no ill will towards this customer, but his slander of our company is meritless and unjustifiable.  Our company upheld our end of our contract, and did nothing more than work with the customer over the course of several months to resolve a past due balance in a considerate and ethical manner.  

  Thank you for the opportunity to share out side.  

  Please feel free to contact us if more information is required.  

  Sincerely, 
  
  **** *****

  Customer Answer

  Date: 11/23/2022

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: this is a complete lie. I never asked the company to participate in any unethical behavior. I wrote them a schedule with a verbal agreement from the company that they would promise to hold the heck until we received a new check from our lien holder. I attempted to rectify the situation with them by giving them a 10000 dollar check that was made out to myself and then in return that they refund us our portion. They refused. It is then that the company asked if they could hold a check from us until the new check was issued. I contacted the company after they sent us to collections a week ago in which they insured me not to worry they would hold the check. They then cashed it without our authorization. When my wife called to inquire why the check was cashed ***** an employee there hung up on her before she get gather a reasonable explanation. Furthermore I am operating fully within  my rights to freedom of speech provided by the constitution of the United States by warning people about the unethical behavior  of this company. Slander by definition is making a false spoken statement in which there has been no false information disclosed. This is simply truth that the company rejects to accept.

   

  The company also decided to inform me that we needed new drip edging because it was installed incorrectly. After questioning the company earlier this week I have found by their own admission that drip edging is impossible to install incorrectly. This is just another example of where the company has lied to me in order to gain profit.

  
  
  

  Regards,

  
  

  ****** *****

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/28/2022

  I don't know what else can be said, the customer wrote us a check for services, we held the check for as long as we could, but ultimately we cashed a check that was written out to our company.  We hate that this customer's account was overdrawn and that it impacted their Thanksgiving holiday.  It certainly wasn't our intention to inflict financial hardship on our customer.  But the fact remains that the customer wrote us a check to settle a past due balance.  If they were not in a position to make a payment, then they should not have written us a check.  I'm not trying to sound harsh, but that's simply the truth.  Please keep in mind that this balance has outstanding since 5/18/2022. We have done our best to work with the customer and gave them months to pay their remaining balance before sending them to collections. 

   

  As far as the smearing of our company online, they do have a right to voice their opinion and we're not impended their ability to express themselves. We are only expressing our differing opinion on the same subject.  We hate that the transaction didn't go well for either party.  But to spam our social media accounts, google profile, report us to the BBB, because a company cashed a check written to them, by a customer they performed services to, seems unreasonable.  We were well within our right to place a mechanic's lien on the customers property, but we chose to handle their past due balance proportionally to the past due amount.  We did so discretely and in a respectful manner.

  As far as the comments about the drip edge, we have no idea what they are referring to.  Drip edge, like any other building material can be installed incorrectly.  International Building Code R905.2.8.5 details where drip edge is required and how it is to be applied.  It's very common during roof replacements that certain components, such as drip edge or chimney flashing need be replaced either due to damage or to be brought up to code.  We do our best to give our customers a finished product that they can have confidence in and sometime that requires addressing issues that were unidentified until the construction begins.