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:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Warren,
  
  We are the property owners of *** ****** ****** **** ******* *** **** *****, and are submitting this complaint and request to the BBB of Upstate New York as our official complaint against Klaus Roofing Systems of Upstate New York, a franchise/contractor of Klaus Roofing Systems.
  
  We are seeking the BBB’s assistance to mediate and resolve two issues with Klaus Roofing Systems of Upstate New York.
  
  The two issues are:
  Klaus Roofing Systems of Upstate New York caused significant water damage, due to negligence, by not properly covering and securing a large open hole in our roof during the project. The heavy rain poured through the hole for hours, down through the attic floor, and onto the ceiling of the bedroom below. The cost to repair and replace that ceiling, approximately 14’ x 9’, is $4,200. We have requested that Klaus Roofing Systems remit $4,200 to us to pay for the repair of the damage caused by their negligence, but they have not agreed to do so.
  
  Klaus Roofing Systems submitted an invoice #**** for an additional $3,200 post-project. We requested a detailed explanation for the additional cost, including parts, and labor, and because we believed that most of the labor and parts were already included in the initial estimate of $8,330, we do not feel that the additional $3,200 is justifiable, unfair, and unwarranted. We requested an estimate for any additional costs prior to work beginning and resuming, and did not receive any new, or additional estimate. Instead, work proceeded without our knowledge and approval. We are seeking invoice #**** to be dismissed/voided, or significantly reduced by a minimum of 75%.
  
  Contact information for Klaus Roofing Systems of Upstate New York
  Owner: Nina C********* Phone: ###-###-####, ###-###-####, ###-###-####
  E-mails: ******************************* ************************************************* 
  Business/Home Address: ** ****** ****** ******* *** **** ***** Website: *************************

  Business Response

  Date: 07/16/2024

  We explained to you that we had 3 days with 2 men plus materials replacing all the rotted wood. The roof has been currently leaking for a very long time. We have always responded in a timely manor to all your emails and calls. I feel it’s best you have Peter contact as is as he is the one that hired us. We also came out after the roof was completed and made a repair I. Another area of the roof that we don’t repair. I’m sorry you don’t feel the extra work is justified. We charges are very reasonable for the amount of work we completed for the deck area and railing you wanted replaced. Peter made the final payment with no issues and we never even asked for the payment as we didn’t invoiced the extra work. I did personal tell Peter there was a separate invoice coming. I do have more pictures to send unfortunately I could only add 5. Your welcome to have Peter call the office we answer 24 hour a day. Just for the record just today…..after we invoiced the addition work, you are now asking for 4200 to replace a ceiling that already had water marks and cracks.  Thank you Nina 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see attached e-mail we sent to Nina, the owner on 7/12/24 at 3:10 p.m. regarding her claims.Nina's response to this BBB complaint is like saying, "We, Klaus, have severely rear ended your car, but because there was already a dent on your car, we aren't going to pay for damages."  It does not change the fact that Klaus was negligent, and because they did not properly secure the big hole, knowing a major thunderstorm was approaching, that caused more significant damage, whether or not there were any slight damage to the floor/ceiling.  We have an audio/visual recording of Donald apologizing for their mistake, for him improperly securing the hole before leaving the property 2 nights prior.She claims two men worked on our property. Only, 1 person, Donald was qualified to do any work. The other person, Donald's assistant, was not qualified to lift a hammer, drill, or any equipment and not allowed to work on the roof. His job as Donald's assistant was to transport materials and equipment up to and from the roof. (The assistant could be unauthorized to work in the. U.S., and Klaus may not have been properly uninsured while working on our property, hence Nina/Klaus are resisting to pay for the damages and submit a detailed breakdown of how she got to the total of $3200 for invoice #****.)We still have not received a detailed breakdown to justify the amount on invoice #****. How is Klaus providing the amount from initial estimates without factoring in, or knowing, the hourly cost for labor, supplies/materials/parts?  Klaus is price gouging, as we have noted in our timeline of communications and events. We are requesting that Nina/Klaus submit the claim through their insurance company to pay for the repair and replacing of our ceiling, or remit the $4200 (the lowest of 3 estimates received from contractors to repair/replace the ceiling), AND reduce invoice #**** from $3200 to $800. 
  Regards,
  
  ********* ** *********** *** ****** ****** **** ******* ** *****

• Initial Complaint

  Date:02/08/2024

  Type:Billing 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.

  We received an estimate and scheduled roofing repair with this company roughly 2 months ago. We paid a down payment of $750 via credit card. Since that time, we reached out to cancel the contract due to a change in circumstances (sale of the property). We were assured that we would have reimbursement of our deposit in a timely manner, but we have been waiting nearly a month for the reimbursement. We have also been advised that the reimbursement will be in the form of a paper check vs credit back to the credit card used originally. We are seeking immediate resolution of reimbursement of our initial deposit. We continue to contact the company only to be given a slew of excuses as to why our reimbursement has not yet been issued.

  Business Response

  Date: 02/08/2024

  An agreement was signed with the customer roughly 2 weeks ago he reached out to cancel. He was advised once the accountant issued the refund he would receive the check in the mail. I’m very sorry this isn’t happening as quickly as you like. As explained to you he only comes in a few times a month. 

• Initial Complaint

  Date:06/25/2023

  Type:Billing 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.

  We had a full roof replacement and brand new gutters put on. Workers showed up on Tuesday, June 20 and did our roof unscheduled as we hadn’t even signed a contract or secured funding. Additionally, we had our gutters replaced. Different workers showed up the next day after the roof for what I was told was a 3 to 4 hour job. The gutter replacement took 16 hours over the course of three days and they did a horrible job. There were many complaints and concerns presented to our sales rep Isaac Haner, as well as the owner Nina Crisafulli. Nina is rude and unprofessional. The lack of communication and unprofessionalism over the last week is something I have never experienced. Our project manager was supposed to be Jarrod Haas who I unfortunately, after the fact, found out, had a lawsuit brought against him years ago by the states attorney general concerning shoddy contracting services. He is married to the owner, Nina Crisafulli. Not once did Jared show up at our house, nor any other project manager. In the end, the roof is ok, but there are some minor concerns but our gutters are horrible. One section of gutter is pitched in the opposite direction of the downspout and many of the downspouts are not connected correctly, so the water does not flow down them as it is supposed to. Some downspouts are bolted together at the top, while others have thick, white caulking around them and some have silicone. After our complaints, we were told they could come out and fix it. After what we have dealt with for the last week I do not want these people at my property ever again. And if they had done it correctly the first time there would be nothing to come out and fix. We were offered $500 off, which is a coupon that is on their website. Given that all of this work was done prior to us securing financing due to their scheduling errors, we have not yet paid for the services. We have no problem paying for the roof, but want the gutters and guards removed from the bill.

  Customer Answer

  Date: 06/26/2023

  This complaint has been resolved. We refuse to pay for the terrible outcome of our gutters and after what should have been a 3-4 hour job took 16 hours over the course of 3 days with many issue in between, we do not want the same contractors coming to “fix” their terrible work, so they are coming to take them down.