Complaints

This profile includes complaints for Mr. Roof, Able Roofing, Crane Renovation Group & Contractors Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Roof, Able Roofing, Crane Renovation Group & Contractors Inc

  4777 Westerville Rd Columbus, OH 43231-6042

  
• 

  Mr Roof Cincinnati, LLC

  520 Commercial Dr West Chester, OH 45014

  
• 

  Contractors Inc

  8802 Corporate Square Court, Unit 301 Jacksonville, FL 32216

  
• 

  Contractors Inc

  2553 Gravel Dr Fort Worth, TX 76118

  
• 

  Contractors Inc

  101 Tradesmen Drive Hutto Hutto, TX 78634

  

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:04/12/2024

  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.

  Able Roofing was consulted in February 2022 to repair the flashing and leaking on the roof of our sunroom. The work was "completed" in April. Able was then contacted in June/July 2022 with a complaint that the leak wasn't fixed and the sunroom still leaks when it rains. Able assured me multiple times that the person who performed the work would reach out to work on a solution, which never occurred. We contacted Able 2-3 times in 2022 to resolve the matter. We reached out again during 2023 with no response. We finally reached out again in March and were eventually told by the Operations Manager that the warranty on the repair was only 90 days and that even though we initially called with this complaint during the warranty period, it was now lapsed and there is nothing they can do aside from sending out a different person and paying again to redo the work.

  

  Business Response

  Date: 04/15/2024

  We did a repair on customer’s sunroom in April 2022.  Job scope
  on contract:
  "This
  repair is for above the glass room addition out back. We are to repair the
  shingled eave only, not doing anything with the glass room portion. 
  Remove existing gutter along eave, remove a couple rows of shingles as
  necessary, install new drip edge along eave (jumbo sized drip/gutter apron if
  necessary) and install new shingles back down. Customer
  understands this won't be an exact color match, and customer understands we
  will not be doing anything with the glass room addition and any problems
  associated with that will not be resolved."
  
  Leak only occurs during heavy rain, customer did call
  in reporting such in June 2022. 
  
  Customer called in again in August 2022.  Salesman
  explained that the leak might have been due to the flashing of the
  sunroom (which we didn’t do, nor can we work on due to the nature of the glass
  sunroom; this was outlined in their contract).
  
  February 22, 2024: Customer called in reporting
  this same leak, was told they are out of warranty, and reminded that their
  heavy rain-leaking issue is because of flashing described above. 
  
  They called in again on March 21,2024 and spoke with the Office Manager. The Office Manager informed them that there is nothing we can do as a courtesy
  at this point.  He claimed he called several times in 2023.  The Office Manager informed him that there is no record of them calling in since August 2022.  The Office Manager gave him their direct phone number, he said he would get with his wife, and that he would
  call the Office Manager back. Never heard from him. The Office Manager did not tell him we could fix
  the issue by sending someone out and charge them for re-doing the work.

  Customer Answer

  Date: 04/16/2024

  I am rejecting this response because: The original quote from 1/26/2022 (attached) stated that they would be repairing the flashing. In the February call, the manager stated almost exactly they could "send someone else out and requote for the work", but there was nothing they do because it was out of warranty. 
  
  
  
  Regards,
  
  
  
  ***** **** **

  

  Business Response

  Date: 05/29/2024

  I'm reattaching the signed contract, as it lays out exactly what was agreed to. You can also reference "Additional Terms" point 3. 

  "This
  repair is for above the glass room addition out back. We are to repair the
  shingled eave only, not doing anything with the glass room portion. 
  Remove existing gutter along eave, remove a couple rows of shingles as
  necessary, install new drip edge along eave (jumbo sized drip/gutter apron if
  necessary) and install new shingles back down. Customer
  understands this won't be an exact color match, and customer understands we
  will not be doing anything with the glass room addition and any problems
  associated with that will not be resolved.”

  Customer Answer

  Date: 06/14/2024

  Able’s insistence on not wanting to resolve this problem is becoming increasingly infuriating. Their last two responses have been the same. It’s like they’re purposely trying to drag this out. 

  
  

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service 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.

  Customer service is terrible. management is terrible. Ran over a nail that gashed my tire that they left in the driveway. They refused to reimburse me for my tire.
  
  Now they installed gutters and they are not functioning properly. They said it was a problem with my roof. When there was no problem prior.

  

  Business Response

  Date: 04/19/2024

  Hello,

   

  It appears that the issue has been explained to the customer, but they refuse to accept the response. 

   

  This was the response the customer was provided:

  "Hi ******, this is Vivian in Production. Chris, your Project Manager reached back out to you and left a voicemail this past Friday to update you on the findings from our gutter crew's inspection, and asked if you would like to schedule a time to meet with your Salesman, as the issue you currently have, is in fact roof related. He has not heard back from you. You have a dip on the entire edge of your eave, which could cause there to be rotten wood underneath your shingles, causing water to pool along the entire eave then dripping back behind your gutter through the soffit / fascia. "

   

  This was ******'s response: "Spoke with him. All he did was try to sell Me a new roof. But it's ok mlive and fox new 17 just contacted me for a story. So it's fine".

   

  We were not contracted to address anything pertaining to your roof, and would be happy to provide a quote.

  Customer Answer

  Date: 04/19/2024

  I am rejecting this response because: they sold me a product that doesn’t work. They sold me something I can not use. Image selling me a tv that turns on but doesn’t have a picture. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/10/2024

  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.

  I purchased the house I am living in in April 2023, I asked for estimates and Mr Roof responded with their rep Brett A****. The agreed upon price was in the area of $7000.00 which I told him i would pay when the work was done. However they did not complete the work requested, as I requested because the first thing I needed done was the Fascia board in the front, they showed up late in the evening and put the roof and boarding up and everyone kept telling me that the next guy would do the work on the Fascia board. After calling several times about debris they left on the property i received a email that they did not do that type of work, which to me is bait and switch. I am a disabled veteran and the aggravation this has caused me has affected me greatly.
  I need assistance as they are threatening me with court action on work they did not do.

  

  Business Response

  Date: 04/15/2024

  The roof was installed to code per the contract and approved
  by the City of **********. The additional fascia on the front porch can’t be
  installed unless a carpenter is hired. We need something we can
  securely nail into. We offered Mr. ***** 2 choice: 1. After he had a
  carpenter fix the area behind the fascia and we would come back and install the
  fascia 2. We would refund him twice the amount he paid for the fascia in
  question. (Roughly $300) Mr. Roof isn’t making additional money by Mr. *****
  hiring his own carpenter nor coming back to install 2 or 3 pieces of fascia
  board. Additionally, no reasonable person would expect for what little money
  that charged for fascia board would include redoing the structure of the porch. 

  Customer Answer

  Date: 04/26/2024

   Mr. Roof has stated that they are willing to reimburse me, however they have swindled me by bypassing the frontal work as I requested and finished all the work. Because they did not finish as requested I was not able to finish the work on my house including painting. They have threatened me and after I paid them I have yet to receive my receipt and warranty. No company is willing to complete the work after finding out that Mr. Roof was involved with the roof. They salesman never returned t o inspect the work nor did they remove the old dishes I requested. 

  

  Business Response

  Date: 04/26/2024

  Hello! We wait until payment has cleared before we send out the warranty. It is on it's way.

  Customer Answer

  Date: 05/06/2024

  I have received your message Friday an again I reiterate that Mr Roof representative Brett A**** used a bait and switch. I asked for them to replace the Faisca on the front of my home Brett A**** stated they could do the work, yet they always started late and finished after dark stating that the next group would work on the front. After completing the work, and even though I had asked when were they going to repair the front it was always the carpenters would show up and do the work . Brett A**** lied about the work and afterward they threatened me with court action to get paid for the work they did. I was forced to delay and then cancel the work I had set up for the rest of the home as Brett A**** continued to call stating that he was going to fix this, when in fact all he was doing was gaslighting me as to having the work done. NO company will do the work after finding out that Mr Roof had did the work on the roof. I am now forced to find someone to do the rest of the work because of the LIES that was told to me by Brett A****. I have filed a complaint with the State of Michigan LARA Division in October and have not heard back from them. THIS IS A BAIT AND SWITCH tactic and is illegal. No one is willing to stand up to these tactics.

• Initial Complaint

  Date:04/04/2024

  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.

  The new roof was done around 6/6/23. On 12/2/23, I informed Andrew, our contact person for Able, that there was water damage coming across our ceiling. Able came out put some silicone around the edges where they thought the leak was. The darkening ceiling area continued to get bad. They sent out their "specialist", who's email I have attached. He informed us that it was the fault of the original builder and gave us his report. What was discussed with Able/Josh, was that the water barrier was improperly installed, not running up the side of the chimney but tucked under the stone. We have pictures that we attached to show that is incorrect. Our questions were, if it was a builder's issue why didn't the chimney leak before in the 5 years prior before Able replaced the whole roof. Why, when the job was being accessed, was the issue was not addressed of the stone touching the roof line. (Which is said in his email and report). We believe given the report and our pictures of the original build that Able is placing blame on the builder for a leak when in fact they cut the water barrier and tucked it up underneath the stone which now is causing the problem. We have had other masonaries and roofers come to access the situation. They also agree with Able being at fault for cutting the water barrier when they tore the old roof off. We put a deposit down with ***** ******* company to fix Able's mistake. ***** is considering backing out of the job because of how bad Able did a job around our chimney. We are now stuck with ABle's quote to repair their mistake at almost $14,000. The brand new roof, put on by Able, 10 months ago, cost $12,824.60. Also, in the attached report, Josh claims that the stone and chimney cap used is weeping and causing the issues to come from above. ***** and mason experts disagree, knowing that that product is rated for chimney and is used frequently throughout the states. When old roof was removed, there was zero signs of water damage

  

  Business Response

  Date: 04/10/2024

  We sent detailed documentation showing how this is supposed to be installed by manufacturing specs. The chimney does not have two vapor barriers, it only
  had a short membrane to act as an apron flashing from chimney to the roof. The
  original way it was built to tie into the roof was not repairable. Any roofer
  who touched this during removal would now be facing the same issue from a
  cultured stone chimney improperly built to a manufacture spec. The stone is in
  contact with the roof. It should be no closer than 2” to the roof. Original
  chimney had no apron flashing only a builder grade membrane paper to
  transition. This wood chase should have a chase cap made of metal. Not a
  concrete cap that absorbs water and saturates the wood chase. We also showed
  evidence the vertical walls were saturated well above the roof height. We
  tarped the chimney roughly 2 months ago and as far as we know have been dry
  since. 
  
  We
  also came out to investigate roof leaks above 3 can lights in the ceiling. There was zero evidence of water
  infiltration from the roof, but condensation from the home around the can
  lights, these were all missing their air tight seals at the ceiling.

   

  Customer Answer

  Date: 04/16/2024

  I am rejecting this response because:  your statement (that any roofer that did the job would be dealing with the same problems) is nonsense. Able roofing bid on the job, your team looked and came out several times took pictures and never once was the stone an issue or brought up ever. The water barrier that was in place as part of the flashing that your team removed and damaged and tucked back under is the problem. the way the roof and chimney were done may have not been to exactly builder specs. but it did not leek around the chimney at all the way it is now. regardless of how the flashing was done the removal of it in the way your team did it is now the issue. again, when the removal was happening, and the team ran into the (issue) of the stone and water barrier. why were we not notified we were home? why wasn't the project manager notified? why wasn't a project manager on site? there has to be a better way to resolve this than us paying another $ 14,000 to able roofing to fix the issue.
  
  
  
  Regards,
  
  
  ***** *******

  

  Business Response

  Date: 04/22/2024

  This issue in question is the chimney, not the roof. The roof is not leaking, the chimney is. We were contracted for the roof, not the chimney. Roofers specialize in roofing, not chimney. No matter which roofing company you hired, the result would have been the same. In our before photos it shows the issue in question was being covered up. Luckily, we have a masonry expert on staff who was able to provide you with an explanation as to what the issue is and how to address it. Most roofing companies do not have that capability. 

  Stair
  step flashing is a no go as all flashing MUST be behind the stone itself. You
  cannot flash the exterior of the stone as it’s not designed to shed water in
  this manner. 

  The right way to replace the original flashing given what we
  now know is to remove stone. Due to the amount needed to deconstruct during
  stone removal around the roof- we must replace all 4 sides above the roof to do
  this correctly. This requires scaffolding set up and some form of protection
  during the demolition process. 

  Customer Answer

  Date: 05/07/2024

  If you are not chimney experts and are roofers only, as you have stated multiple times, would it not be valid to say you should have left the flashing and chimney alone?  If your knowledge was lacking, should you have left whatever there was around the chimney untouched and just placed new shingles underneath the preexisting flashing from the actual expert who had no leak there prior. 

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

  

  Business Response

  Date: 05/13/2024

  We would be happy to go over our standard roofing process with you, please give us a call. But we aren't getting into that here. We addressed the complaint and the issue with the home. We were contracted to replace the roof, we did. The roof is not leaking, the chimney is. We offered a proposal for the chimney. If the customer wants the repairs made to the chimney we provided information for that. We aren't offering you anything beyond that.

• Initial Complaint

  Date:03/21/2024

  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.

  Mr roof was hired to do the soffits and fasica on my home, and we signed a work order for $795. we paid amount of $397.50 prior to the work being complete. the work was completed and once completed we recieved an invoice of $1,797.50. They changed the work order without any notice, conformation or signature. I would like the amount updated back to 397.50 due to never being notified or signing a change of work order. They are threating me with putting me into collections or a lien on my house

  

  Business Response

  Date: 03/25/2024

  Hello,

  The claim of "They changed the work order without any notice...", is not an accurate representation of the communications we have had on this project. We messaged the customer informing her of the additional charges and then we spoke to the fiancé as instructed. Please see attached text message exchange confirming as such. 

   

  Thanks,

• Initial Complaint

  Date:12/22/2023

  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.

  Quoted 18,594 for a new roof, gutters, and gutter guards. The quote included 10 sheets of new OSB plywood. I paid 1/2 down payment. Roof installed on 11/10. That day the project manager Marty informed me that I actually needed 43 total sheets of new plywood. He walked around the house and took pictures and said he would send pictures of all the wood that was replaced. I have never received them. The quote was WAY off base and I had no choice at the time but to accept the additional work since the roof was already torn off and bad wood being replaced. Marty showed up on the following Monday and I pointed out damage to the facia near the front door and what appeared to be raised nail "pops" throughout. He said the pops would go away and said he would have the gutter people fix the dent in the facia. He gave me a discount on extra plywood but still cost 1400 over the quote. When the gutters were installed on 11/29 the installer didn't know anything about fixing the dent. He spray painted it in 19 degree weather. After they were done there is a noticeable crease in the back gutter where they bent it putting it on. There is an open gap in the facia trim over the garage. There are places where the gutter bows away from the house. Marty came and looked at it and said my facia was bowed but he would have someone come out. Guy came-I can't see any difference on anything and Marty didn't return my call. My facia was not bowed out before the roof work began. The crew used mallets to hammer the old gutters off the house even though some of the gutter "nails" had been replaced with gutter "screws" where the old gutters had been sagging. I think the crease in the new gutter is going to cause the paint to crack after some freezing and summer sun. I also watched the gutter crew drop a section of old gutter on my fence, made a loose section worse by dragging it off. They are threating my warranty if I don't pay. Deceptive sales showing us a 6" gutter and putting 5" in quote.

  

  Business Response

  Date: 01/05/2024

  We have a crew and the project manager going out to the customers home today. The contract that was signed and acknowledged by the customer has 5 inch gutters listed. This customer was invoiced back in November and our collections department didn't reach out untill 30 days past due. She is not being
  collected on currently and we are working on rectifying her issues. She did not mention anything about the
  5 inch gutters when speaking to collections team before the holidays. Regarding wood replacement, our project manager discussed the wood needing replaced prior to replacement and was approved by the customer.

  Customer Answer

  Date: 01/09/2024

  This is not accurate, my invoice was never over 30 days past
  due. I did not receive an invoice until Dec 7th and I had already reached
  out to my project manager with my concerns.  He sent someone to fix the issues with the gutters/facia and that person did
  not fix the problems. I reached out to him again on the 11th and
  never heard back from him.  I filed with
  the BBB on the 22nd. Later that same day I received a call from
  their accounts person, and I explained I had filed a complaint with the
  BBB.  He said not to worry about the
  invoice at that time and he would speak to the office manager. I received a
  call on Jan 4th and the project manager and crew showed up on Jan 5th.
  They replaced the long span of gutter that had been damage on installation and
  fixed the other issues with the facia.  I
  was given a small discount for inconvenience. I received a revised invoice on Jan
  8th and paid it immediately.

  I agree, I signed a contract for 5in gutters – but that is not what the salesperson
  showed me at the time of the estimate.  He
  also grossly underestimated the wood that needed replaced and my roof/wood was already
  torn off when I was informed. It would have been nice to be aware of this when
  the job was quoted. At this time I would like to close this complaint. 
  
  
  
  Regards,
  
  
  ********* ***********

• Initial Complaint

  Date:12/06/2023

  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.

  Description:
  Constituent received a bill from the Able Roofing, when he contacted them they said it was billed in error.
  He has requested an updated billing invoice and they have failed to provide it.

• Initial Complaint

  Date:11/02/2023

  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.

  Whoever on Mr. Roof's crew who put the roof on around our hot water heater vent, pulled it apart and put the roof on around it knowing it was crooked and leaning to the left because that's how we found it after they were done! We had to temporarily put the pipe together until we could get it properly fixed! Carbon monoxide emissions can kill you! This was a life threatening mistake that no experienced roofer should have made!

  

  Business Response

  Date: 11/08/2023

  Those pipes are very lightly put together and on our
  pre-start checklist that the customer signed states that it is the homeowners
  responsibility to check once we are off the property to make sure it hasn’t
  come loose from the normal vibrations of the roof being torn off and thousands
  of pounds being put back on.

  They contracted a friend to come out and make
  repairs to the HVAC pipe. They sent us an invoice for the repair on 11/6.

   

  We spoke to the customer on Friday 11/3. We are reaching back out to the customer to offer a $160 credit for the inconvenience.

   

  Best,

   

  Customer Answer

  Date: 11/08/2023

  I accept the business's response to resolve this complaint. However, I do want to note that I do not remember receiving a pre-start checklist which stated anything about the vent pipes. But, we are satisfied with their offer to correct the situation, and the credit that they took off the bill for our time and expense to get the problem fixed asap.

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

• Initial Complaint

  Date:10/05/2023

  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.

  On April 5th, 2023, I entered a contract with Mr. Roof to fix my roof, facia, gutters, and gutter guard.  In the contract, it was stated to remove the original 61 feet of gutter helmet and reattach it to the new gutter system. 
  On April 28th, 2023, the contracted employees removed the full system and threw away the gutters and gutter helmet. 
  
  On May 5th, 2023, Mr. Roof sent a Certificate of Completion to my insurance agency. The pictures they took and sent to my insurance company represented the wrong side of the house. They did not complete the work, because they did not replace the removed gutter helmet (which was indicated in the contract). In addition, the gutters were installed incorrectly. Now, when it rains the water does not exit out the downspout, it overflows over the gutters.
  
  On May 6th, I contacted Mr. Roof about the issue and they sent the original contractors to replace the guard. When the contractors came, they intended to install a cheaper and flimsy version of the original gutter guard. I stopped the contractors from installing the wrong material. When I asked them what happened to the original, they stated they threw it away and were not instructed to keep it by Mr. Roof. Later they changed their story and said there was adhesive on the gutters that they could not remove.
  
  I contacted another company to receive an estimate for gutter helmet replacement and the total was $3,000. My invoice #****** totaled $16,662, of which I paid the balance, excluding $3,003 (since the gutter helmets were not installed). Unfortunately, Mr. Roof cost me more money because instead of doing what they were contracted to do, they incorrectly did something else. 
  
  I have attached text communications between Mr. Roof’s representative and myself showing that they were going to take care of the issue. The last communication was on June 2nd, indicating a scheduler would contact me to resolve the issue. However, to date, the issue has not been resolved. Now, I am receiving collection calls from Mr. Roof in Ohio and the Grand Rapids office is stating they do not install Gutter Helmets (the work they were contracted to do), from their perspective the job is complete, and the invoice is past due.
  

  

  Business Response

  Date: 10/12/2023

  We were contracted to complete what was listed in the
  customer’s Insurance Scope, which is attached.  Pertaining to the gutters,
  the insurance scope states to remove and replace 71.17 LF of 5” gutter, detach
  and reset 61.17LF of existing gutter protection, as well as replacing 10 LF of
  new gutter protection, not gutter helmets.
  
  We completed the gutter installment on 4/28/2023, replacing
  72 LF of new gutters.  We also installed 12 ft of downspout, at no cost to
  customer.  Customer then informed us, that the crew lead did not install
  the 10 ft of gutter guard during the initial install on 4/28/2023.  At
  that time, customer also asked for Mr. Roof to clean out the debris in the new
  gutter run, prior to installing the 10 ft of gutter guard.  Mr. Roof did
  so, at no charge to the customer.  Crew lead went back to customer’s home
  on 5/8/2023, to clean out their gutter, and to install the 10 lf of gutter
  protection.  On 5/8/2023, customer called into Mr. Roof, asking why some
  of the existing gutter helmets were not reinstalled.  Our crew lead
  reported back to us stating, there was not a way, or were able to reinstall the
  existing gutter helmets, due to the fact that the helmets were previously
  caulked, to the existing drip edge.  At that time, the customer shared her
  concern about the new gutter protection that was installed in place of, by Mr.
  Roof.  The customer was then informed that Mr. Roof does not offer gutter
  helmets as a form of gutter protection, and that we would have her Salesman
  reach out to discuss what the options were. 
  
  In the meantime, Mr. Roof did try to locate resources for
  gutter helmet material.  We were also informed, by one of our other crew
  leads, that he was able to install these gutter helmets, if Mr. Roof was able
  to source these materials.  As referenced in the text communication to the
  customer, with what the customer has provided, the customer was informed of
  this as well.  After exhausting all of our avenues, Mr. Roof was not able
  to locate a resource for gutter helmet material.  This was then
  communicated to the customer.
  
  Mr. Roof would like to send our crew lead out to the
  customer’s home to complete an inspection of the new gutters that were
  installed, as this is the first we are hearing that the water does not drain
  properly through the downspout.  We are also willing to provide, a credit
  in the amount listed in the customer’s insurance scope (attached) for the
  entire amount provided by the insurance company, for replacing 10 LF of new
  gutter protection, $97.88, as well as detaching and reset 61.17 LF of existing
  gutter protection, $255.69.  This is a total credit of $353.57.

  Customer Answer

  Date: 10/13/2023

  I am writing this rejection response to Mr. Roof’s retort.
  There are many inconsistencies, false information, and blatantly ignoring
  details of the issue. Receiving a credit of $353.57 is an offensive offering to
  me.

  The main concern is the original 61.17LF gutter helmet was
  not detached and replaced. No communication was given to the homeowner or
  insurance company about the inability to perform this service. I would like to
  see proof of this. Were pictures taken to prove the situation? Best practices
  when a job cannot be completed per Insurance Scope – Mr. Roof should have
  contacted the homeowner and the insurance company explaining the situation and file
  a request for more funds to replace the high-quality gutter protection. This
  was not done by Mr. Roof. I was told Mr. Roof would be my advocate with the
  insurance company if more funds were needed for materials.
  

  In the letter, Mr. Roof stated they installed 12 ft of
  downspout at no cost to the customer. However, in the insurance scope, funds were
  allocated to pay for the material.
  
  Yes, I did ask Mr. Roof to clean the gutters. This was
  because if the gutter guards were installed at the correct time, there would
  not be debris in the gutters. However, the gutters were not cleaned out. I
  stopped the contractors from working on the gutters within 5 minutes of arrival
  when I realized they were going to install the low-quality gutter guards.
  An omission from Mr. Roof’s retort letter is the fact their
  salesman, Luke V*********, had stated on June 2nd, that they had
  found an installer and the production scheduler would reach out to me for a
  time to come out. This did not occur, and this was the last I heard from Mr.
  Roof until they were collecting for the remaining cost of the incomplete job in
  October.
  
  Another concern is Mr. Roof fraudulently sent a Certificate
  of Completion to me and my insurance company stating the full job scope was
  done. They submitted pictures of the incorrect side of the house showing the
  job was complete. When in actuality, it was missing the high-quality gutter
  protection paid by the insurance company and the existing protection was not
  removed and reattached.
  
  Mr. Roof’s lack of communication and lack of proof about the
  inability to detach and reattach the protection, has put a financial burden on
  me. I will now have to replace the full 71.17LF without the insurance company’s
  help, since the insurance company received a misrepresented Certificate of
  Completion from Mr. Roof. The estimates I have received to complete and repair
  the job are $3,000. 

  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 10/27/2023

  We are looking for a gutter helmet vendor to install the gutter helmet gutter guards. 

  Best,

  Customer Answer

  Date: 11/02/2023

  I accept the business's response to resolve this complaint: if Mr. Roof actually follows through and makes good on the outstanding costs. I'm expecting no additional costs, the gutters to be fixed, and a high-quality guard to be installed. Otherwise, if no follow through occurs, then the outstanding costs of $3,000 will be considered written off. I should not be contacted by Mr. Roof, unless they are scheduling the repairs of their error.

  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/07/2023

  Customer still has a balance on file for the completion of
  the repair as well as the additional wood replacement required for the roof.
  
  As for the gutter helmet, we ask that she provide a copy of
  the written estimate(s) she received for $3,000 that list the measurements and
  type of product quoted directly from the company that provided the estimate.
  
  We are continuing to source a gutter helmet style company
  to provide installation of the 61.17LF of gutter helmet. We do have an
  installer that can install it (which is why Luke reported on June 2nd)
  however, we were unable to get our hands on the helmet style gutter guard
  material to be able to provide this for her. She does owe for the work that was
  completed.
  
  We sent a COC to the insurance company for work that we
  completed and asked to have the recoverable depreciation release to her as the
  homeowner. The gutter guards covered under the insurance scope are listed
  within the soffit/fascia line and were only input into the COC because of how
  the contract was written up; we can easily send a new COC less just the gutter
  guards that have not officially been completed to her satisfaction yet.
  
  BBB only received 1 of the 4 photos that was sent by Mr.
  Roof to her insurance company; nothing was staged or intended to be fraudulent
  as she states in her response. We’ve attached the other 3 photos her insurance
  company received and were not provided to BBB as well as a before photo. 
  We have also attached a copy of the email that was sent to her insurance
  company that provided the attached photos along with the COC.
  
  We will be in contact with the customer upon reviewing the
  estimate that we have asked for.
  
  We look forward to assisting to solve her gutter helmet
  issue and remain happy to offer an inspection for her overflow issue she
  recently brought to our attention.

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because: I have already submitted the requested estimate. Please look in the prior communications.

  We seem to be going in circles on this issue. Mr. Roof is not taking responsibility for the lack of communication with me and my insurance company, they are not recognizing that they have cost me additional expenses for destroying property that should have been reused, they are ignoring that the work was not completed within the scope of the insurance and the contract, and Mr. Roof should have taken pictures of the replaced boards so we could have submitted the costs to my insurance company.

  I would like to suggest using BBB for mediation or arbitration to resolve this issue.

  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/04/2023

  Type:Order 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.

  Contacted them the last week in July of this year for a estimate on a new metal roof (my roof damaged due to winds earlier this year). I have a $2500 insurance deductible and knew I would end up paying for it myself (I did get $225 from the insurance company). Gave them $8,000 7/31/2023 and was told they would be able to install it within 3-5 weeks.
  
  I sent theme a text on Sept 14, 2023 and they called me saying the person who did the measurements had mistakenly ordered 400 of one panel and the metal company had contacted them to make sure the order was correct. They had not looked at my order or any communication from the metal company until I contacted them. Had I not contacted them they still would have not known their mistake. I have continued sending them texts asking them when the roof will be replaced and they keep making up excuses. I recently changed auto and homeowners insurance for a substantial savings but thee homeowners insurance will not insure me until I send them a picture with the new roof. My old insurance policy ends October 6 and once it's been cancelled they cannot insure me without starting all over again and they will need a picture of the new roof and paperwork showing it was installed.
  
  I am at my wits end, the mortgage company needs proof of my new policy which I cannot get until the roof is on. Everyone at Mr. Roof keeps giving me excuses and my roof would still be sitting nowhere had I not called them and they looked and saw the message from the metal company.
  
  If there is anyway you can help me I would greatly appreciate it, I have tried to be patient and understanding but am getting nowhere.
  
  I have multiple texts from Mr. Roof but have not recording of the conversation stating that they hada made a mistake. They literally told me the person that put in the order did what "was like a butt call" that pushed the number of panels to 400.

  

  Business Response

  Date: 10/05/2023

  She has been informed that her project will be starting this
  coming Tuesday of next week 10/10/23. Mrs. **** has also been informed of the
  delay with her materials being that the panel choice was backed up. However,
  the supply shop has informed us that they expedited her job, which they have
  done and so her material will be ready this Friday 10/6/23 and delivered for
  the Monday 10/9/23. Mrs. **** did respond to my text with this information that
  it works well with her.