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:03/27/2024

  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.

  Tony was hired to fix major water damage due to a roof and portico above the front door that was allowing water to get into the house. After full payment was received by him, I notified him multiple times starting in December with videos and text messages stating that the problem was not fixed. He reassured me and sent a team of two guys out to “work” on it for 1 afternoon. I notified him that the “work” done did not fix the problem. Since then I have notified him multiple times via text and video of the documented issues that we’re having with the repairs that he was already paid for and he has not responded at all. Including my last text that said I would be contacting the Better Business Bureau if he didn’t respond or attempt to resolve these issues. This is on top of the fact that the ball was dropped many times over the last year in getting these initial repairs done. The work that he was paid to do has still not been completed and he has received received full payment from us.

  

  Business Response

  Date: 03/27/2024

  Please see email sent to customer today for an amicable resolution; 

  Re: Addressing Your Concerns with SureRoof Total Construction Services

  Dear **** *** **** *********

  I hope this email finds you well. My name is ****** *******, and I am the owner of S******* ***** ************ *******. I am writing to address the issues you’ve experienced with our construction services at your home.
  First and foremost, I want to apologize sincerely for any inconvenience or dissatisfaction you’ve encountered. Please be advised that Tony, who was previously part of our team, is no longer with the company. I take full responsibility for any shortcomings related to his communication and work, and I am committed to rectifying the situation promptly to your and *** ********* high standard and satisfaction.

  Your recent report to the Better Business Bureau has highlighted areas where we fell short, and I appreciate your candid feedback. As the owner, I am embarrassed that your concerns were not addressed promptly, and I assure you that there are no excuses on our part. Totally unacceptable treatment of your dear father and his military service to this this great country. I honor and thank him for his sacrifice and will make things right!.... I promise.
  Here’s what I propose:
  

  Comprehensive Assessment: I would like to work closely with you both to thoroughly assess every issue you’ve encountered. Our goal is to understand the specifics and develop effective solutions.
  Repair and Replacement: We are committed to repairing and replacing any components that do not meet your satisfaction. Rest assured that the costs associated with these improvements will be covered by SureRoof in total.
  Immediate Action: I have a team of skilled roofers and other trades who will address the major issues promptly. These technicians were not involved in the initial project and are dedicated to resolving the outstanding matters.
  Open Communication: Please let me know a convenient time for a brief conversation. During this call, we can discuss the details, prioritize tasks, and create a plan to ensure your complete satisfaction.
  

  Once again, I apologize for any inconvenience you’ve experienced and are committed to delivering the quality service you deserve.
  
  Thank You 
  ****** *******
  ******* *************
  ******** ***** ************ *******
  **** ***** ****
  ***** ******** **** *****
  ******* ************
  **** ************
  *******************

  Customer Answer

  Date: 04/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I just wanted to give you an update on where we stood with the complaint that I filed with the Better Business Bureau last week. ******, the new owner of the company contacted me within 24 hours of my complaint in order to thoroughly and quickly address the issues that were outlined in the letter. We have a timeline set up for contracrors to come in and review the issues that were outlined and come up with a strategy to get them resolved. I just wanted to give you that update.

  
  Regards,
  
  
  
  *** ******** ***** ******** *********