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:04/20/2024

  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.

  Received quote from Carthage roofing for $8, 791 for roof, gutters and gutter covers.
  Before job was completed they came back and asked for another $1,200 for wood and metal that they said they needed. Then when job was completed we had no gutter covers. Matthew S****** the project manager said well the owner gave you a $791 credit . So he said when he took the $791 credit off he also took the gutter covers which was included in the original quote which we knew nothing about until Check was picked up by Matthew and Rob the owner of Carthage Roofing.So we paid $9,200 for a roof, gutters and no gutter covers and he says there's nothing we can do unless you want to pay a $400 service fee to have the gutter covers put on.

  Business Response

  Date: 04/20/2024

  Well Matt said you needed job done for a lower price so we took the gutter guards off to compensate for the lower price. Then your project had a lot of wood repairs needed and fascia metal to repair. So that’s why we’re e the $1,200 came in . I really would like you to be happy with the work I will reach out to you on Monday to try and resolve this issue. 

  Customer Answer

  Date: 04/23/2024

  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. 
  
  
  
  Regards,

   

  Via phone 4/23/24 - consumer called and confirmed the business came out today and resolved the issues.
  
  
  
  
  
  

• Initial Complaint

  Date:11/15/2022

  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.

  My husband and I had been in contact with Carthage Roofing to replace the front facing mini-mansard roof on our home. Our contact, ***, asked us to go to Willoughby Supply to pick out the specific siding we wanted. We responded back the week of 11/6 with the exact product we wanted: Single 6-1/3” Perfection Shapes Scallop in Cyprus, Autumn Red, and Colonial White (meant to replicate the color of shingles they were replacing). They agreed to contact us during the week of 11/14 to set something up to get started.
  
  On 11/14/22 they arrived between 8-9am unannounced and began to remove the current roof with no call/text/or knock on the door. My husband was luckily working from home and heard them removing the roof and went outside. They removed the remainder of the roof and then *** left to pick up the material at Willoughby Supply. At that point *** called my husband and explained that they did not have the material we requested and that we would need to pick something else or wait one or more months for them to order what we requested.
  
  The major issues were 1) they began work without notice 2) they fully removed our roof before making sure they had the correct material to finish the job 3) *** was an incredibly poor communicator during the entire process. We felt forced to make a decision and get material installed that was not the agreed upon material because our roof had already been removed. Although *** insisted that he did not force us to make any decision, it was his error in not securing the material that changed our circumstances drastically.
  
  Had *** checked to make sure he had the material to complete the job before beginning, he would have discovered that he did not have what he needed. At that point we would have waited for the material to be ordered and still had our current roof. Instead we were forced to make the decision to change the material or wait one or more months in winter completely without that large section of our roof.

  Business Response

  Date: 11/16/2022

  Hello Yes the day we were doing the job we found out that the material the customer wanted was not in stock & had to be ordered. We then informed the customer of the options available in the color they selected that was in stock. We also informed the customer that we would be able to wait for the material to be ordered if they wanted to as we had already installed house wrap and the house should be fine until material came in. They then proceded to select from the material thqt was in stock and also the colors they wanted. We installed the siding in cypress green & a small roof area in black. After the job was complete they liked the siding look but did not like the color of the shingles selected. they wanted us to replace the shingle color with white. We originally suggested white but we don't pic colors for customers just for this reason. The Husband Phil ultimately decided on the color black for the shingles. We did the job that we were hired for then they didn't like the colors selected. Im sorry the materials were not in stock that you wanted. There is nuthing else further we can do about this matter.       

  Business Response

  Date: 11/16/2022

  Hello Yes the day we were doing the job we found out that the material the customer wanted was not in stock & had to be ordered. We then informed the customer of the options available in the color they selected that was in stock. We also informed the customer that we would be able to wait for the material to be ordered if they wanted to as we had already installed house wrap and the house should be fine until material came in. They then proceded to select from the material thqt was in stock and also the colors they wanted. We installed the siding in cypress green & a small roof area in black. After the job was complete they liked the siding look but did not like the color of the shingles selected. they wanted us to replace the shingle color with white. We originally suggested white but we don't pic colors for customers just for this reason. The Husband **** ultimately decided on the color black for the shingles. We did the job that we were hired for then they didn't like the colors selected. Im sorry the materials were not in stock that you wanted. There is nuthing else further we can do about this matter.       

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ********
  

  Customer Answer

  Date: 11/16/2022

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ********