Complaints

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• Initial Complaint

  Date:02/03/2025

  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.

  Mayra ****/******, owner of 1st choice roofers LLC signed the contract for Roof replacement, 2 exterior door replacement and 30ft Gutters/Downshpouts install. She cashed the $20,935 check in May 2024. Started door replacement in July 2024 and gutters in Sept 2024. She didn’t complete the install and her quality is below the minimum US standard. She doesn’t follow best install practices, and doesn’t follow NY residential code. She and her crew have no experience in exterior door install. Her crew doesn’t speak English and doesn’t use any translating device for proper communication. No clean up. It takes months for her to pickup “old” doors and garbage. She doesn’t provide proper tools and necessary install materials for her crew. Her crew blames her, she blames her crew and everyone else, and the job she cashed the check for in May 2024 is not done. The damage done during the install is so severe, the door couldn’t be reinstalled. The Patio door is leaking water inside the house, and has to be reinstalled with proper materials. The gutters have to be replaced as well, due to improper install and damage. Mayra failed to meet expected standard of care and skill in performing her contractual duties. Her negligence is obvious, therefore I’m seeking $2,725.61 to remedy damage and complete the job. The roof issue remains open until she provides proof: pics of ice/water install and a receipt. Furthermore, Mayra and her men trespass on my property, take pictures without my permission, operate the drone on my property without my permission. She doesn’t keep appointments, cancels frequently and arrives hours late. She doesn’t follow up and doesn’t do warranty work despite her claims on social media. She claims she invests in her crew, however the only thing she invests in, is her personal vehicles and gadgets like drones. She added “and Renovations” to the name of her company, misleading customers. She has no experience and no skills in construction.

  

  Business Response

  Date: 02/18/2025

  Hello Mrs. *****,   Manny and I went to your home on 1/11/25 and checked out the sliding door. It looks like the wind is bringing in the snow into the 1st track causing it to cause the door issue (we mentioned this to you). No water, snow, or ice is building up in the inner side of the track.  We all (Manny, you, and I) agreed that it could possibly be a defected sliding door and I told you that I would be contacting the manufacturer to schedule them to come out to check the sliding door (you said ok and I told you I would keep you updated on a date the door manufacturer could come out). I don’t understand why you are saying the issue was not diagnosed, and options/solutions were not provided...  I didn’t take a picture, but the sliding door could have an issue with the foundation because the caulking had separation from the door in certain places. You yourself told me that you had a problem with water irrigation and that water comes from the field across the street. We did check the soffit over the sliding door and no water was present, no water was present over the door either (you were present the whole time we were there checking out all the issues you claimed and used a towel and the towel was not wet). You have no sheetrock damage inside on the ceiling giving us a reason to think it’s water from the new roof install.  Also, we did caulk the gutters when they were done. You emailed 12/27/24 but with the photo you attached, it shows a timestamp of 11/24/24. That means you knew about this for a whole month. We did notice you painted the whole house and unscrewed the downspout straps to paint as much as you could under the downspouts. At the time you removed and pulled the downspouts away from the side of the house, this could have wiggled these parts loose causing the leaking of the gutter and downspouts, WHICH WE ARE NOT RESPONSIBLE FOR. Because of the weather now, we could not install more caulking on the gutter or downspout because it’s too cold (this too was talked about and you agreed it’s too cold), which we are not responsible for but considered doing as a courtesy.  At the time the gutters were installed, you also had us install a draining system that connects to the downspouts that runs all the way to the backyard (you requested the 6” wide plastic Singlewall Solid Drain Pipes, and that was not in the contract but we did it to keep you pleased).  I have been in contact with you, and there are records of keeping in contact. Also, you agreed to the plywood on the door temporarily knowing that the front door is a custom door and the time it takes to get was 4-5 weeks and out of my control. You were also asked if you could pick a door from ***** that was in stock, but you refused. We still stayed in contact with you, and again, I updated you every time I got an update. I told you that the person originally installing it had other projects scheduled in and knowing that the front door was an emergency and you insisting it needed to be done, I hired another person to install the door ( the pictures attached of the missing door bell and door was of when the door was installed Improperly but Mrs. ***** failed to show the pictures of the final install done buy a contractor I paid to correct it). I got that problem fixed by hiring a subcontractor (****) to install the door. YOU chose a new front door that did not have a slot for a doorbell as the previous old door. YOU ordered my guys to make a hole in your siding to install your doorbell even though I told you they were not electricians and that it wasn’t on the contract and that we did not have the tools at the time to do such work for the doorbell (YOU went inside your house/garage and handed these things/tools to my team). We left a lot of wood scraps behind because YOU asked us to leave it because YOU had a use for it (all around your front and back yard are scraps of wood, metals, and plastics you build/find a use for). While we were there, most of all the claims you are making were not mentioned at the time we were there. You also claimed you knew Spanish and spoke to my team in Spanish, and my team also said you spoke to them in Spanish.  Also, you keep sending emails that are contradictory to the truth—from claiming the roof inspection still needed to be done when **** from ***** *********** already did it (**** also mentioned that he did reach out to the city about a permit but they never got ahold of him and that’s why we took pictures of all  underlayments before laying any shingles down and I have attached pictures to show ice and water underlayment was installed), to handing my guys your tools then claiming they asked to borrow them when they didn’t, to claiming there was a language barrier when you yourself speak Spanish. You even told me that you knew Spanish because you were previously married to a Hispanic before, so what language barrier is there when I speak English as well? And every problem you’ve had addressed and brought to my attention, I’ve worked to fix as fast as I possibly could, and I kept you informed every step of the way from the conception to the execution of the solutions agreed upon by YOU. So, the level of incompetence you’re describing doesn’t exist, and for the record, YOU cannot undo my work to paint your house then complain and say it was not done properly to try to get me to redo it. That's basically the same as stealing, which is what you did with the door you complained for me to pick up that you claimed was taken by the contractor who installed the final door, who was asked about it and says he did not take it upon completion of the project install, which puts you in warranty territory. So next time you email me, please do it about an issue we haven't already discussed. (I asked Mrs. ***** for the door so I can get rid of it and she lied that she didn’t have it). I'm too busy for this!  ---  Mrs. ***** claims Manny and I were trespassing, but she knew we were going to be at her property that day and that timeto look at her gutter and back door. And we have an active contract/ warranty so how can we be trespassing. Now I do not feel comfortable going to her house because she can say that I am trespassing and I do not want to get in trouble with the police. Another thing I want to mention is that none of the money for all these projects came out of Mrs. ***** own pockets, this was paid for by a grant through ***** *********** in ********* **. She also claims to be a low income homeowner but she was requesting for other services be done at her home with her own money. Expensive project on making new holes on the wall for window installs. Someone with low income if in fact has low income coming in, should not be able to make such big renovations to their house out of pocket. This can be fact checked by the contractor, ****. Thank you for taking the time to review this message. Please let me know if you need any further clarification or if there are additional matters to address. I will attach all pictures and another contractors opinion requested by her on the door install.  

  Customer Answer

  Date: 02/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Mayra cashed the $20.935 check in May 2024.  The completion date was set for 8/16/2024. As of 2/18/25, Mayra failed to complete work per our agreement, failed to correct improper install, failed to adjust, fix and repair damage done to my property.  Out of 4,535, only $1,809.39 are accounted for. Mayra owes me a refund of $2,725.61 for the unfinished/improper Exterior carpentry work, Plus Garage front gutter damage during roof install - amount TBD. Outstanding items: 1. Garage front gutter - damaged during roof install. 6 distinctive marks from ladder  SOLUTION: 2. Patio door - improper install resulting in door not closing properly, water entering the inside track. Documented in the Pella Service Tech report  SOLUTION: 3. Screen door - damaged during install resulting in bent frame, not closing into the side tracks. Lock not installed. Documented in the ***** ******* **** report  SOLUTION: 4. Back house Gutter and Downspout - leaking due to improper install.  SOLUTION: 5. Front house Downspout - leaking due to improper install.                   SOLUTION:  6. Roof - Mayra failed to apply for a permit and no inspection was done. Icicles are forming on the roof edge A ice and water barrier proof for the following is still necessary:  Back House, Front Garage,  Back Garage  Warranty info in writing  Regards, 
  
  ***** *****

  

  Business Response

  Date: 02/25/2025

  Here is the document that states it was inspected by the agency ***** *********** that paid for this whole project. This project was completed and the agency also explained that sometime the date of completion get extended. The whole project was completed. The front door was also completed and was approved by Mrs. ***** per **** the subcontractor that ai paid to do the work. The front door was never left like like the pictures provided by Mrs. *****. She should be able to provide pictures of the final work that **** did.  Final Inspection Report from agency that paid for the project that states that everything was done satisfactory is attached. 

  Customer Answer

  Date: 03/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  This complaint is to document Mayra ****/******, 1st choice Roofers (&Renovations) negligence, fraud, disregard for NY residential code, disregard for manufacturers install guidelines and lack of basic construction knowledge.  I paid Mayra thru a loan from The Town of *****.  ***** *********** Consultants were in charge of coordinating contractors.  **** ******* didn’t do exterior carpentry inspection on 5/2/24 as claimed by Mara, because the work didn’t start until 7/14/24. WITHOUT MY AUTHORIZATION, **** released full payment to Mayra BEFORE she started.  The check cleared the bank on 7/2/24 On 7/14/24, Mayra started exterior carpentry work. She showed up with long, acrylic nails, a hammer, a pocket knife and no idea how to install a door.  Required Roof inspection was not done because Mayra didn’t pull the permit.  This was Mayra’s first exterior carpentry job. She cashed the check knowing she isn’t able to perform doors install, because she has no carpenter experience.  Mayra’s Front door install was so substandard, **** hired **** **** to perform complete reinstall.  Mayra’s improper Patio door install is documented by an independent, Pella door manufacturer expert.  Mayra substandard gutter/downspouts install was also documented.  Mayra was unable to do a simple doorbell button replacement. She admitted she didn’t know how. She demanded more money - electrician fee.  **** hired **** ****, who completed the replacement in under a minute.  In addition, she did not do siding replacement and she damaged my property and refused to fix it - all documented.  ****** opinion was overwritten by his boss - ******* *********** **** President and Senior Consultant, who did proper onsite inspection and concluded Patio door and gutters must be redone by another, more experienced contractor.  At this point, Mayra owes me $4,535 for carpentry work plus gutter damage amount $1,000. Roof replacement amount will be determined after she proves ice/water install in all required areas. Regards, 
  
  ***** *****

  

  Business Response

  Date: 03/04/2025

  i’ve addressed these concerns already the job has been finished your lying in these emails and withholding pictures of which my personal favorites are the ones that proved you undid my work to paint your house and when i submitted them to a complaint you sent to ****l you threatened to call the cops on me for trespassing even though you hired me but when NY AG Leticia James seen them it made her reject your case because it proved your complaints were meritless well that and the fact your conducting questionable business practices with other contractors real similar to what your doing with me and now here you are trying to hold my business’s reputation hostage to extort the grant money out of me that paid for that job since its finished now not only are you a bad customer your a bad person. I took pictures with my drone for my protection & for the code office and ****** records. No pictures were used on social media or internet. Also I hired ****, Not ****. I paid him. And I have shared the invoice he sent me that he is fully paid.  I am in contact with the code officer of the town of ***** and will soon have the building permit.  And please share the final pictures of the front door **** MY subcontractor installed and that you approved.  Thank you 

  Customer Answer

  Date: 03/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Let’s go back to the basics Mayra....I am your customer. My money, $20,935 is in your bank account. Your duties to me include: delivering high-quality work, adhering to project timelines, maintaining clear communication, and providing necessary documentation and updates throughout the project. We both signed the contract. I fulfilled my contractual obligation to you - A full payment, my money, $20,935 is in your bank account. You did not fulfill your contractual obligation to me. FRAUD: You admitted that you and your crew have no construction experience and are not even able to install a door bell button!  You have proven to me, you are not what you claim to be. You deceived me.  NEGLIGENCE: You failed to fulfill the terms of our contract. You intentionally disregarded NY residential code. You intentionally ignored the manufacturer's install guidelines. You failed to meet the standard of care expected for your work. You failed to meet expected quality of work. You failed to prioritize customer satisfaction. You failed to minimize disruptions. Furthermore, *You conspired with **** and received guidance on how to avoid taking responsibility while destroying my reputation. *You irreparably damaged my working relationship with **** **** who no longer wishes to correct your Patio door bad install at $300. *You used **** **** to write a fake inspection report. *You trespassed on my property *You threatened my safety *You took photos and drone footage of my property without my permission *You continue the “million excuses” game and “look what’s she’s doing to me” game to cover up your negligence.  I am your customer. My money $20,935 is in your bank account. You are contractually obligated to me for the following: * Provide proof of ice/water AND/OR replace roof areas without ice /water barrier *$2,000 to replace garage gutter you damaged during roof install and replace and fix gutter and downspouts you failed at *$7,026.24 to replace Patio door *$500 refund for not doing missing siding & not reinstalling solar light panel. 
  Regards,
  
  ***** *****