Complaints

This profile includes complaints for Marquis Roofing and Exterior Design, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marquis Roofing and Exterior Design, LLC

  1280 Route 3A Bow, NH 03304-4026

  
• 

  Marquis Roofing and Exterior Design, LLC

  106 W River Dr Apt 4 Manchester, NH 03104-1928

  

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:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 23042048
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]First of all he only came out once and told my grandson it was condensation. I've sent pictures showing ice forming on the front door and the shingles adjacent to the door. Secondly the owner agreed to meet us and never showed or called and has not returned any of our calls or responded to our text messages or emails. He never got on the roof when he came out and stated at the time his men never should have sold us that roof in the first place because of the pitch and the funky 3 roofs converging together. He did not bring his moisture detector to test the water spots on the ceiling. As we all know water will follow a path of least resistance. Furthermore I only want him on the property when we are available to meet with him and talk over the situation and remedy for it. I have provided pictures to the BBB as well as the company showing the ice formations.
  
  Sincerely,
  
  ******* *********e would bring out a moisture detector. He also suggested the seal on the door could be poor but I told him we just had it replaced this past summer (2024). Then he said," first of all my crew never should have sold you this roof in the first place, that carport doesn't have enough pitch and then you got that funky 3 roofs converging together," but he did agree to meet with us the following Monday Feb.17th 2025. He was a no show no call. I have made numerous calls and sent emails. I've been promised someone will get back to me but they don't. I've conveyed a request to work with them to come to a solution and nothing. What good is a warranty when the owner won't respond? I'm not a lawyer but it seems to me this would fall under the category of a breech of contract, abuse of the elderly (I'm over 70 ), and false advertising. I would like to get a respond and make the roof so it's no longer leaking,( be made whole) like it describes in the contract. Thank you MK

  

  Business Response

  Date: 03/12/2025

  We have made several visits to your property to investigate the issue.
  First Visit: When we initially came out, we inspected the area and found no signs of a roof leak. We explained that the issue appeared to be condensation rather than a structural leak.
  Follow-Up Visit: A few months later, I personally visited your property. Your son pointed out the door seal as the area of concern. Upon inspection, the seal was dry, and we determined that heat escaping through the seals into the cold air was causing condensation, not a roof leak.
  Observation of Paint Bubble: A small paint bubble was located four feet below the roofline, which was unrelated to any potential roofing issues. This was a surface-level paint application issue, not an indicator of a roof failure.
  Further Communication: Five weeks after our last visit, you reached out again with pictures of faint discoloration on the wall. However, these spots were located four feet below the ceiling, with no evidence of moisture migration from the roof.
  We take all warranty claims seriously and have thoroughly investigated the concerns presented. The evidence we observed does not indicate any failure in the roof installation. While we strive to assist our customers, we must also ensur
  

  

  Business Response

  Date: 05/19/2025

  We would like to inform you that we have already reached an agreement with the homeowner, ******* *********, regarding the matter referenced. Please find the signed agreement attached for your review.
  If you require any additional information or documentation, feel free to let us know.
  Kindly,
  ****** Marquis
  Marquis Roofing
  ******************************************************************************************************
  **************

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The work has not yet been completed, but the owner did seem sincere in fixing the problem
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/06/2025

  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.

   
  Complaint: 22897092
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* *******k on the truck also. I also have damaged siding, gutter, rake board, broken pear tree and solar light in front of the house. I was charged at 25 square for removal of the old shingles and told there were three courses of shingles and one section of roof only had one course. I was told at the estimate end of the transaction there were only two courses when I told (*****) my estimator another estimate I got said there were three and he said no there wasnt. I want all these complaints taken care of and a refund on the amount of removal fees, 8 square of shingles and the installation fee I paid and repairs to all damaged areas-there may be moreI have not been able to view the whole roof and siding because of snow and my age. They will not call me backI have left several messages.

  

  Business Response

  Date: 02/07/2025

  Attached to this response, we have provided the order receipt, measurement report, signed contract, and final invoice for reference.
  Project Scope and Materials
  The contract between Marquis Roofing and the customer detailed a full ********************** installation, including GAF HDZ shingles, rolled roofing, drip edge, weather sealing, and a complete cleanup of the property. As part of this project, over 28 squares of shingles were delivered to the job site. The manufacturer's measurement report recommended 24 squares for the roof, including waste. However, this recommendation does not dictate the exact quantity needed for installation it is a guideline to ensure sufficient material is available. Additionally, part of the roof required rolled roofing, which reduced the total number of shingles required.
  While the customer claims that eight squares of shingles were taken from the site, these materials were not part of the installed system and were excess from the original over-order. The over-order occurred because the initial material estimate did not account for the flat roof section requiring rolled roofing instead of shingles. Given the property's distance from the supply house, additional materials were brought to ensure the project could be completed without delays.
  Removal of Old Roofing
  During the estimate, our team assessed that the roof had two layers of shingles beneath the top layer. Upon removal, we confirmed that the majority of the roof had three total layers. This discovery was consistent with our findings and was accounted for in the scope of work.
  Payment and Contract Terms
  The customer issued a check for $16,500, which does not match the agreed-upon total outlined in the signed contract and final invoice.
  Communication and Resolution Efforts
  Contrary to the claim that the customer has been unable to reach us, he has spoken with three separate representatives from our company regarding his concerns.
  Response to Alleged Property Damage
  Regarding the customer's claims of property damage, we would like to clarify the following:
  Pear Tree We had already provided the customer with a discount on the additional layers of shingles as a courtesy to account for any concerns related to the pear tree. This was discussed and applied prior to the completion of the project.
  Other Alleged Damages The customer is now claiming damage to the siding, gutter, rake board, and a solar light. However, these concerns were never raised at the time of job completion or during our initial discussions. These allegations only surfaced after the customers request for a refund was denied due to the fact that all contractual obligations were met and excess material was simply an over-order, not a charge for unused product.
  Contract Compliance and Service Fulfillment
  The contract does not specify a required number of shingles to be used only that the full roofing system and services agreed upon would be provided. Marquis Roofing has fulfilled its contractual obligations in full, and we have not received the full compensation outlined in the agreement.
  Proposed Resolution
  Marquis Roofing has fulfilled all contractual obligations in accordance with the signed agreement, including the complete installation of the agreed-upon roofing system, removal of existing layers, and final cleanup.The materials used and the work performed align with industry standards and the project scope outlined in the contract.
  The customer is requesting a refund, but we are unclear on what basis, as all work was completed as specified, and we have not received full compensation for our services. We have provided the customer with documentation, including the order receipt, measurement report, contract,and invoice, to clarify any misunderstandings. However, despite these efforts, the customer refuses to acknowledge the information presented.
  At this point, given that the project was completed per contract terms and the customer has failed to uphold their side of the agreement, we are unsure if any resolution will be effective. We remain open to reasonable discussion, but we cannot justify issuing a refund for work that was properly performed and for which we have not been fully compensated.

  Customer Answer

  Date: 02/20/2025

   In response to marquee roofing.

  The 28 squares of shingles included all shingles for the project roll roofing equals three squares. The starter course is also come in bundles etc. the estimate for the shingling of the areas involved and also the removal of the old shingles were based on 25 squares per my conversation with Mr. ******* on 3 February he went on his computer and read off his information for my job and he had ordered 76 bundles which compute to 25 squares plus one bundle for my roof. He then states the manufacturers report calls for 24 squared which allowed ********************************************************************************************************************** case they were wrong , my job is estimated for 25 bundles and I am sure that is what I was charged for and I also paid to have installed my keys claim is that they only charge for what is used how did they write an estimate for an amount before they do how much would be used if his claim is correct  the amount that was needed per their estimate was was *************************************************** case they were wrong

  The original estimate most certainly didnt count for rolled roofing. The road roofing area shouldve been about three rolls of material in a roll covers 100 ft. which equals a bundle of flat shingles so I was charged for the rolled roofing and three squares of HD shingles for covering the same area. Both of these items are in the original estimate.

  Removal of all roofing. They are team ***** was the only person here and the only person I dealt with. I was told by ***** they were only two courses of shingles, not 2+ the original here. I had a previous estimate from another company who estimated the job and he said they were three courses and he said the estimate was wrong and that one course was the start of shingles it go around the edges marquiss estimate was for removal of one cost included in the estimate and $60 for each additional course per square which would be $1500 for the additional cost ****** comes out the 25 squares summer it turned out to be free courses magically. There also was not three crosses over all of the roof area.

  Are you issued a check for ****** per agreement with **** ****** Marquise representative on seen Dash who called someone to see if that was acceptable because of a three year old Peatry they snapped off with the tarps at a solar light which the crew tour out of the frozen ground I should never have issued the check in the first place because the eight squares of shingles had been loaded on the truck. At that point and a couple members of the crew was still working after dark. **** had the check in his pocket and then a** as he is getting ready to leave if it would be OK if they left some trash and be picked up the next day  I paid because the contract was for a payment on completion of the job and leaving trash with the job is not finished and at that point in the dark, I could not see the damage siding damage deck gutter on one side, pulled out and leaking from that end in forming icicles nails in the spaces of the deck board end the deck and end of house would never typed. Would you love the damage etc. on that end it snowed that night so we have not even seen the roof job .

  Communication and resolution-I spoke to **** in regards to the eight square of shingles and the heat in regards to that issue and both told me I had to speak with *** Toms response to the shingles was we only charge for what we use I also mentioned the cleaning of the gutters which was a point I brought up with each several times in the course of the talks about the job as per the contract gutter will be protected during and cleaned out at the end of the install and quote this was not done and has not been done since completion this clean out was mention to **** who came to pick up the trash the next afternoon and was mentioned to *** and his initial response was what about the gutters. ***** knew all about the gutters and that I had got a guards on which would need to be removed to sweep out or blow out the gutters they get the stone etc. out of them along with the top being done  and I also called to get an a** for been who is not available and also asked for *** and he was not available so I did in fact try to talk with him again every effort was made on our part to settle this sensibly to no avail. I have not seen the back of the house due to my age and the snow so they may be more problems I have not seen.

  Marquis claim still have fulfilled Varian, but when I am charge for 25 square in all facets of the contract, and they take eight square back with them, then I want to refund on removal and all the figures for the square footage with formulas online for figure out square footage on a 6/12 pitch, which is what Marquise shot claims ***** square footage figured out on the town text **** for my house and also from the chart provided by Marquis how much waste there is based on square footage my forget the square footage figured by actual measurements not buy a satellite image shows no weights the final cleanup ststill has not been done

  I have not received an order receipt. The measurement report is based on imagery from a satellite heat. The estimate it was up on the roof for sometime taking measurements, etc. so why are they using a space so much the information is all we did this we did that with no actual numbers to figure the cost I do not know well I accept if they gives a statement. If all those materials came to my house then they were paid for by me. I am not sure that Marquis did not order extra material out of his pocket and if you just had to get money from me afterwards

  This job was not completed per contract. The only complaint he has against me is the total paid was less than the contract and it was less because of differences in the square footage it causes removed and the damage 3M, dollar tree, etc. and other damage and the eight square discrepancy I should never have paid him but at the point I paid him I thought they were done in the job would be completed that night. Again it was dark they were still two non-English-speaking work is there who **** took three or four minutes to convey to them to pile up the rest of the rubbish on the front yard. 

  I am requesting this go to an arbitrator as I am pretty sure Mikey roofing is not going to change his mind. I have made the effort before contacting *** and I got nowhere. Im going to try to print pictures on computer paper because I have no idea if the ones I sent several days ago got to BBB.

  I am unable to load the pictures as I am computer illiterate and dont want to chance losing this portion of the response. I will have pictures for the arbitrator. I have other information and figures, etc. to verify everything I have said not just words from the contractor. I drove to ******* yesterday to drop off the printed material at your office and the sign said you only have walkins on Tuesdays and Thursdays but it didnt really look like anybody was even working in that building on *************** really need for this to go to an arbitrator who it who can see all of my figures in charge that were used in figuring one that I found online in others that were provided by marquee roofing. I see that my key is being miss spelt. I am not going to go back and correct spelling errors as my time is almost up for writing this response.

  .

  

  Business Response

  Date: 03/02/2025

  As previously stated, Marquis Roofing has fulfilled all contractual obligations and completed the roofing installation per the agreed-upon scope of work. Below, we will address the key points raised by the customer.
  1. Material Usage and Ordering
  The customer continues to dispute the number of shingles required for his project. We reiterate that over 28 squares of shingles were delivered to the job sitenot 25 squares, as he claims. The manufacturer's report recommended 24 squares, which included waste, and we ordered an additional four bundles beyond that to ensure full coverage.
  The customer now claims he was charged for both rolled roofing and shingles for the same area, but this is incorrect. The rolled roofing was always part of the project scope, and the initial order included shingles before adjustments were made to accommodate the flat roof portion. The measurement report, which is a standard tool in the roofing industry, provided a satellite-based estimate, while our on-site estimator also verified details. This is a common practice to ensure accuracy.
  2. Removal of Old Roofing
  The estimate and contract clearly outlined the cost of removing additional layers of shingles at $60 per square beyond the first layer. The customer was already given a discount on this service, which was applied to account for concerns regarding his pear tree.
  The removal process was completed per the contract. The customers claim that the number of layers magically changed is inaccurate. Our crew confirmed that most of the roof had three layers. This was assessed during removal, which is the only time the full condition of the roof could be determined.
  3. Property Damage Claims
  The customer alleges various property damages, including siding, gutters, a broken pear tree, and a solar light. As stated in our previous response:
  The pear tree issue was already addressed via a discount.
  The other alleged damages were not mentioned until after his refund request was denied.
  There is no documented evidence or complaint at the time of job completion regarding these issues.
  Our team followed proper procedures, including using tarps and protective measures, and any claims of damage were not substantiated until after the customer requested a refund for materials he believes should not have been used.
  4. Final Cleanup and Gutters
  The contract states that gutters would be protected and cleaned after installation. Our team did remove debris from the job site, and while some materials were left overnight, they were picked up the following day. If there was a misunderstanding regarding gutter guards needing removal for cleaning, the customer should have brought this up earlier in the process.
  5. Payment Dispute
  The customer issued a check for $16,500, which was not the full amount outlined in the contract. He acknowledges that he voluntarily made this payment, yet now argues that he overpaid. His claim that he should have never issued the check contradicts the contract's terms, which state that payment is due upon job completion. At the time of payment, the customer did not dispute the amount owed.
  6. Communication and Resolution Attempts
  The customer claims he was unable to reach us, but as previously stated, he has spoken with three separate representatives from our company. We have provided detailed documentation, including:
  The order receipt
  The measurement report
  The signed contract
  The final invoice
  Despite these efforts, the customer continues to reject the factual information we have presented.
  7. Request for Arbitration
  The customer is requesting arbitration. While we are willing to engage in discussions through proper channels, we maintain that:
  The job was completed per contract terms.
  The customer has failed to uphold their side of the agreement by not providing full payment.
  There is no justifiable reason for a refund, as the materials used were part of the contracted project scope.
  Given that the customers claims have shifted multiple times, and the dispute seems to be based on misunderstandings rather than factual evidence, we remain firm in our position. Marquis Roofing stands by the quality and completion of our work and does not see a valid reason for further reimbursement.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Please see note in middle of page: "The remaining balance is due when we come lower the gutters". This has not been done.  Thank you! the potential for damage to the gutters. I have bought enough for all of the roof that can be done (they cant be applied on one section due to solar panels). We were able to reach and install about half. To install the remaining should take an hour or so. With one winter of use, they do seem to be working the way we hoped. After the day we paid for the roof we found that the roofers had broken one small piece of siding, gouged the composite deck with their ladders and bent some fins on a new mini split condenser. We have requested that *** have his people install the rest of the snow guards and we would assume future risk for the gutters and absorb the damage done during installation and consider the job paid in full at $27,500. He has not responded.

  

  Business Response

  Date: 08/22/2024

  We want to let you know that this issue has already been resolved. However, if you have any further concerns or questions, please don't hesitate to reach out. You can contact me directly at ************ or my business manager at ************, and we will be happy to assist you in getting everything fully resolved.
  

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  The business contacted me in reference to complaint ID ********.  He agreed to come out next week.  That is a step in the right direction, but until the issue is fixed it is not resolved.
  
  
  
  Sincerely,
  
  
  
  ******** ****ty. On the day of our appointment, he sent someone else. On the day of installation, the wrong materials arrived for the drip edge. He never came to the property to supervise the work, review the completed work or to collect his payment. They did come back to bring a replacement screen for the skylight which was ripped and to try and fix the inside trim work which looked less than professional. I want the correct fascia board installed and the drip edge replaced . I believe the roof around the around the chimney is leaking or maybe it's coming from the damaged drip edge and running down. I have been more than patient.

  

  Business Response

  Date: 11/02/2023

  I just spoke with the customer and the have set up a time to meet with her to rectify the situation.  

• Initial Complaint

  Date:06/05/2023

  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.

  Dear BBB/Marquis Roofing: 
    
  On Monday, I spoke with a representative at my bank - the *** ********* ******* ****** ***** (*****) - in an attempt to determine the bank at which our check (****) was cashed. She explained that if I had tried to cash the check at *****, "Not for purpose intended" would have been stamped on the back of the check and I would have been required to sign the check.  
    
  ***** *******, the representative at ***** informed me that my unendorsed check had been cashed at ******** **** in Riverside, Rhode Island.  I have attached the information that was sent to me today by *****. 
    
  I had electronically signed the contract with Marquis Roofing on April 2, 2022 (see attached) and had given the required $1000.00 deposit to Marquis Roofing sales representative Steve P**** on April 3, 2022 (see attached). 
    
  The deposit was given to this representative of Marquis Roofing.  As such, Marquis Roofing is responsible for the actions of its employees whether the individual was ethical or not.  Certainly, the consumer, who puts his trust in Marquis Roofing, cannot be expected to monitor their employees. 
    
  Marquis Roofing sent me an email promising me a refund.  I am a 74 year old man who contracted with Marquis Roofing and who placed his trust in them.  I expect them to honor their company's word. 
    
  Sincerely, 
    
  ****** ** ****** 
  

  
  

  

  Business Response

  Date: 06/08/2023

  We received a call from a customer nine months after we had a contract signed that he wanted to back out of, and he stated nine months later that we owed him $1,000 for a deposit; we could not find any record of any deposit in any of our bank accounts or any of our paperwork he provided a check that was written to Marquis Roofing. Still, there was no signature on it, and I asked him to show me the account numbers that the check was deposited, and he did not send me any of the information I had requested. During this time, we had a sales rep that we found out very quickly had questionable ethics, and we had to let him go after we realized that. However, we don't know if he could cash the check or if he did indeed give it to me. That is all we were trying to find out. Robert didn't seem willing to help with that by providing banking numbers to show us where the money went

  

  Business Response

  Date: 08/31/2023

  We delivered a check to his address for the full amount

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/27/2023

  This issue was resolved 

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: ********
  

  That's a lot of text to just ignore the issues with the roof installation. Marquis roofing also had me sign a contract for this installation including text regarding a "GAF warranty" which reads "This GAF Royal Sovereign Roofing System comes with a Manufacturer's Warranty of 25 years on materials and a 25-year guarantee on labor" and then after problems appeared, Tom Marquis wrote "And there is absolutely no GAF warranty on that roof."

  The business owner also wrote "I am more than happy to help you with any and all of your concerns.
  As soon as you edit or remove ALL OF your reviews from every single platform you posted on." So, I would have my doubts about their online ratings if this is what they pull on their customers who provide photos detailing problems with Marquis Roofing. 
  
  Attached is a completely different section of Marquis's roofing job that has plywood that is warping.
  

  

  Business Response

  Date: 01/11/2023

  We tried to guide to this customer in a different direction. He insisted to get 3 tab shingles we advised him their is a extremely limited color supply. We told him the color would not match his existing roof and tie the shingles together with the barn. This customer was happy with the roof and did not want pay at completion of work. After we strongly urged him to pay to fulfill his end of the contract he payed. He texted 3 hrs later that night and expressed that he was unhappy about the color of the roof because it didn’t match the barn and that we broke a birdbath that he sent a picture of and it was literally a pile of rubble bird baths break into a few different pieces they don’t turn to dust. He would not answer his phone to try to communicate with myself the owner nor the sales rep and he has gone on writing negative reviews for the past 10 months yet he still has not answered his phone to allow us to remedy any of his complaints. After his original complaints were simply about the color not matching and his neighbors not liking the color, which we forewarned him about numerous times and his birdbath. Now after eight months he is sending pictures of what appears to be plywood that is lifting, and again he still will not answer his phone he just likes to write bad reviews. I don’t know what to do to help a customer that refuses to communicate and only wants to write hate I think he is upset at himself because he chose low quality shingles instead of high-quality shingles for the same exact price and now he regrets his bad decision and is taking it out on us. Either way when a customer won’t answer the phone and communicate to the owner on how to remedy a situation there is nothing that can be done.

  

  Business Response

  Date: 01/13/2023

  We tried to guide to this customer in a different direction. He insisted to get 3 tab shingles we advised him their is a extremely limited color supply. We told him the color would not match his existing roof and tie the shingles together with the barn. This customer was happy with the roof and did not want pay at completion of work. After we strongly urged him to pay to fulfill his end of the contract he payed. He texted 3 hours later that night and expressed that he was unhappy about the color of the roof because it didn’t match the barn and that we broke a birdbath that he sent a picture of and it was literally a pile of rubble bird baths break into a few different pieces they don’t turn to dust. He would not answer his phone to try to communicate with myself the owner nor the sales rep and he has gone on writing negative reviews for the past 10 months yet he still has not answered his phone to allow us to remedy any of his complaints. His original complaints were simply about the color not matching and his neighbors not liking the color, which we forewarned him about numerous times and his birdbath. Now after eight months he is sending pictures of what appears to be plywood that is lifting, and again he still will not answer his phone and proceeding to write bad reviews. I don’t know what to do to help a customer that refuses to communicate and only wants to write hate I think he is upset at himself because he chose low quality shingles instead of high-quality shingles for the same exact price and now he regrets his bad decision and is taking it out on us. Either way when a customer won’t answer the phone and communicate to the owner on how to remedy a situation there is nothing that can be done.

  Customer Answer

  Date: 01/20/2023

  
  
  Better Business Bureau:
  
  
  
  Good Afternoon, in reference to Complaint ID: ********, Tom @ Marquis roofing and I have come to an agreement. He reimbursed me for the repair and assured me he will fix the roof when the weather cooperates.  
  

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