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:09/06/2024

  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.

  I had a roof installed 9/2021, First problem was they put the wrong color of roofing shingles. I was blocked in the house by tarps so didn’t see the shingles before the job was completed. They agreed after 2 months of calling them that they would refund me approx $2,200 for the incorrect shingles. They claimed they were willing to put the correct shingles over the incorrect shingles. I didn’t like that option or they would tear it off and do it again. I thought that was a huge waste of time and money so I chose the refund.
  Now, 3 yrs later my roof is leaking in 3 areas and has ruined my drywall and we have mold growing. I have called for 4 weeks, over 25 times to get someone to repair it. I spoke with Jason 2-3 times who said EJ or Tony would be out to inspect the issue. No one called me back. No one answers any phone extension.
  I had a contractor come to see the damages inside and he said when he went outside there were no boot vents installed only tar around the vents. This roof has a 50yr warranty but no one answers the phone at Klaus. I have left numerous voicemails to no avail.
  I have ALS, the mold and moisture in the 2nd bathroom is very bad for my health. We try to not use this bathroom if possible. The shower is not usable at all because of the mold and falling plaster/drywall.
  Please help me!!! I do not have the money to repair this. I feel Klaus is responsible for all repairs not just the roof!

• Initial Complaint

  Date:06/16/2024

  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.

  Singed a contract on 9/19/2023 to have the gutters replaced on the entire house. Work was to be completed between 10/192023 and 11/03/23 , After calling the company numerous times to find out when they are, they finally showed up on 03/15/24 to replace the gutters.As you can see from the pictures the gutters are leaking ,are not properly pitched and holding water the facia is not properly reinstalled and the drip edge is damaged. The only issue we had with the gutters before they were replaced was damage to them in the back of the house due to the snow. Want the problems corrected.

  Business Response

  Date: 09/05/2024

  This customer was a carry over from last season and we did the job this spring. She reported that her gutters were leaking so we went out and took care of the problem reported although we saw no issues with the install. The customer never contacted me back after that repair. When the bbb complaint was given to me I called the customer who asked me to please out to her husband. I left 2 voicemails on the customers phone and received no return phone call to date.

  Customer Answer

  Date: 09/09/2024

  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.
  The gutters need to be replaced they are not pitched correctly causing water to be held and leaking out at the corner 
  
  
  Regards,
  
  **** ****** 

• Initial Complaint

  Date:09/25/2023

  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.

  Klaus Roofing installed a new roof on my property in November 2021. As part of that installation, they installed a sun tunnel that I had purchased. The contract stated that they would perform installation from the outside and I would be responsible for connecting it on the inside. It did not go well. I had marked the appropriate center for the sun tunnel on the roof deck by driving a screw from the inside of my attic. I then stood in the room (bathroom) where the sun tunnel would be installed. The crew member who went up on the roof struggled to get his reciprocating saw to cut the hole and I heard cursing from below. I went outside and found that his battery was dying and he was using a fine tooth blade not ideal for the job. I asked if he needed to borrow my reciprocating saw and an appropriate blade and he took me up on the offer. The hole was cut. Unfortunately, the sun tunnel was not properly centered on the mark I had placed on the roof deck and I may have to reframe the ceiling joists in order to properly install the sun tunnel. I did not have time to work on such a major project in November when our roof was installed and I did not want steam from the bathroom rising into the attic and causing mold on the roof deck so I quickly patched the drywall. I finally got around to installation in June 2023. I removed a section of drywall only to find that the installation was botched more than I previously noticed. As I struggled to pivot the elbow of the sun tunnel, I noticed that the hole was not cut large enough and it is pinching the sun tunnel. It is impossible for me to install in its current state. I contacted Klaus on at least 7 different occasions in July and August to schedule a repair and spoke to their operations dept. After my initial contact with Patrick, the ops manager, his deputy Jason ran interference and avoided my phone calls or ignored my voice mails. This needs repair ASAP as my bathroom is currently venting into the attic.

  Business Response

  Date: 10/23/2023

  *******, I did respond and sent an email to you a while back. I am happy to report we are now in the process of scheduling to remove and replace to primer ready up to 2 sheets of drywall. We also are scheduling to take care of the gutters.

  Thank you,

   

  **** *********

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  
  The response from the business is not related to my complaint. Mike, the owner, did reach out to me via phone after I had completed the repairs myself. While I am unhappy that I had to do the work myself because it was done incorrectly the first time, I am no longer in need of assistance. 

  Thank you! 

  ******* **** 

  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Received a new roof, gutters, and the skylight removed (to fix a leak) from Klaus in the summer of 2021. I made contact in February of 2022 for an ice dam issue with ice and water that may or may not have gone in the house at that time.. February 2023 winter, I saw water coming in from another spot in the gutters that was going into the house. Made a call. Only got a call from sales in March, nothing from the supervisor. Reached out in April, same issue. Supervisor came out in May, only looked at the roof and not the gutters. Mentioned to do a tear off. May, same issue again. No call. June comes around I ask again, nothing. August, still nothing. It's now September. 3 months later I start reaching out weekly and then daily. A new guy shows up mentioning he's going to get the gutters changed out. I don't hear anything. When I do hear something, they are hours late to my house. I was in the hospital with my wife for surgery. Came back home to my house being ripped apart on the roof. The skylight that was covered is wide open, bugs flying everywhere. My ceiling is slowly tearing apart with every hammer. Wooden boards with nails and pieces of drywall all over the table and floor of the living room. No good explanation. The light on my garage was knocked off. Roof gets done, they leave with no words. Have supervisor come back out to look at the damage of ceiling. He came late. This issue isn't getting resolved fast enough before winter.

  Business Response

  Date: 10/13/2023

  Thank you for your help today. I was unable to see a customer complaint ID ******** on the portal and you said I could respond to you via email.Customer ***** ************ contracted with us on May 28th 2021. The work was performed. per our notes On February 1, 2022 ***** reached out about ice accumulation. Ice accumulation is not a condition we can warranty against. After some conversation with Patrick our Operations manager and later concerns of water seeping  behind the gutter with some evidence of moisture in the eve, Pat did his best to determine the cause. It was not clear as how the water could be getting under the roof. Patrick noted that the slope was very low and after a period of time and research with our distributor a conclusion was made that although the appropriate shingles were used the pitch was very close to requiring a low pitch roofing solution. Since all exterior inspections did not reveal any conditions causing water infiltration We opted to replace the roof and use a low pitch roofing solution. We removed and reinstalled the roofing and replaced any decking that appeared to be compromised. We did this at no charge to Chris. After the fact when ***** invited Patrick in to look at his ceiling Patrick noticed that the skylight that was removed was never insulated or finished with drywall. This results in warm moist air at the ceiling collecting while there is only a ½” piece of plywood to the freezing air outside. This was the problem. The cavity where the skylight was removed was never sealed up for 2 years which allowed heat to escape melt snow on the roof and create ice accumulation and ice damming causing water to back up under the new roof that was installed. It also allowed the warm air to  quickly creating condensation on the interior.There is still no charge for the materials and labor provided although it was caused by the home owner leaving the ceiling deck exposed, uninsulated and unfinished. I am proud of my company standing behind our work, at no charge to the customer . We are happy to take the high road just incase it was an unseen roof installation problem. We did not try to patch anything we simply redid everything to ensure all was as perfect.To be sure ***** new we would be coming on the day we were working. It was scheduled, a dumpster was delivered as well as no small amount of material. As for the wood being removed where the sky light was it had to be replaced because although it was only 2 yrs old from when we first put the roof on the condensation build up from lack of closing it in did damage so we replaced it. If bugs were flying every where as he mentioned ***** may want to check other areas for their entry. The roof gets closed up fast once we remove sheeting. We can not walk across it or work safely with with out the decking or open holes. The ceiling made of drywall is damaged from the condensation and leaking caused by the open cavity where the skylight was removed 2 years ago. If the cavity had been insulated and covered with drywall no ice damming or condensation would have occurred and there fore there would be no damage. Additionally the skylight was removed because of leaking, this initiated the damage to the drywall.We stand behind our work and we want to do the best for our customers. If ***** or anyone has a problem with a roof that we install they are welcome to call me directly at ###-###-####. With out question we will do the right thing always. We have spoken with the homeowner. there are several reasons why the roof could be leaking such as improper insulation where an skylight was removed. We have replaced the roof and are now scheduling to remove and patch in approximately 2 sheets of drywall. We want the ***** and his family taken care of and appreciate him as a customer. Mike W********

  Business Response

  Date: 12/06/2023

  We have completed the gutter work for this customer.  And the dry work is being scheduled.  

  Customer Answer

  Date: 01/04/2024

  I am now satisfied with the compliant.  What was requested at the beginning of 2023 was taken care of.  What's the next step?  Does the complaint go away or does it stay on record?

  
  

• Initial Complaint

  Date:07/31/2023

  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.

  There was a leak in the roof. I requested a free quote from Klaus and asked if they did tarps and they said yes and would send out a person to do an estimate.
  Sales rep comes out Thursday, looks at the roof via a drone, and states "We can put up the tarp on Saturday and then I'll send you the paperwork for the grant/roof replacement, the $1000 cost for the tarp will go towards roof replacement".
  Saturday comes and I get an email saying sign the roof contract or we can't do the tarp. I explained then that was the plan, the tarp as an emergency fix and the roof replaced as long as grant is approved. He says he will comes get the check that same day. For the next 3 days, he comes up with an excuse as to why he can't get the check for the tarp/supplies.
  It is now Tuesday, he cashed the check, tells me he is buying supplies. Tarp will be up Wednesday. Does not happen.
  Called and spoke with project manager who stated that there was not enough crew members and they could possibly get ther Friday, Saturday or Monday. He stated he would call me back at 4:00 on Thursday, never did.
  Now it's Monday, no phone calls, no email. Everytime I call I am forwarded to a voicemail. I called at least 10x on Monday. Secretary called me back once to say the project manager was pulling guys and he would call me back, never did.
  Worst part of it all, the whole "grant" was a lie to get me to sign a contract. I was given the number to Lenny, the man who actually awards the grants. He told that EVERYTHING THEY TOLD ME WAS FRAUD. It can take months to be approved (they told me 10 days), he said not everyone gets approved (they told everyone does at least 50%), he told me there are many qualifications (they told me you just have to live in the city).
  At this point, I have no answers, just excuses. A check was cashed for a job that wasnt done. A contract was signed for a grant that does not exist.
  I need the $1000 refunded to me, the contract voided.

  Business Response

  Date: 08/17/2023

  BBB spoke to the business and the following was relayed: This customer is going through a grant program.  We can't speed up or control how fast the grant program works.  We are doing our best to assist her.

• Initial Complaint

  Date:10/24/2022

  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.

  I hired this company to replace my garage roof. The initial quote was for the work and materials that included the soffit. The original quote was for around $8500. The work was extensive and there was an additional $3800 added. There have been a lot of problems with this company showing up for appointments and returning calls. My complaint is due to the fact that it has been a month and the soffit (which was included in the original quote and paid for via financing I took out from their finance company) still has not been placed. They keep telling me they will complete the work and have said on several occasions that they would do it for "free" to make up for the problems they have caused (mind you, I have already paid for this work/materials). I just want my roof to be completed. I am tired of the broken promises and just want them to finish it so I can be done with them. 

  Business Response

  Date: 11/11/2022

  Received a call back from the business stating that the complaint has been resolved. 

  Customer Answer

  Date: 11/12/2022

  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.  
  
  Regards, 
  
  ****** ******