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:06/05/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  M r. ****** missed several major issues, including brick work repair when he had the old railing removed.  He installed the wrong flashing.  This had to be covered up with something else.  The initial repair was incomplete and the wood work was lopsided.  Mr. ***** ****** came out and was very defensive. I pointed out that the installation was crooked, and he reluctantly agreed.  He sent ***** from ******* **** ******* to repair the defect and install the quarter round which was not installed by the original subcontractor.  The only instruction to paint was to paint the  unfinished portion of the plasticized  board. This was accomplished one hour after Mr. ***** ****** departed  the premises. The cedar wood replacement separated because it was poorly installed.  The original rubber roof was intact.  Mr. ****** saw that there was a breakdown of the original caulking causing leaking and mold accumulation.  He hyped the CertainTeed roof as a superior product, and my wife went along with his recommendation. Mr. ***** ****** took over the job supervision.  He was always very assertive and accusative. His ex-wife and business partner, ***** ****** ,said he had a very strong personality.  The only way was to be overly aggressive with him, and I was.  There was a drip when it rained because the small lip on the original roof was not replaced.  Mr. ***** ****** had the CertainTeed representative inspect the roof to tell me that the product was fine.  The product was never questioned. The installation and workmanship was qune The current problem is a leakage, probably from a gap in the aggregate used to install the roof.  The aluminum fascia defect is probably from a "nail pop" under the fascia.  Mr. ****** told us that he would no longer replace the wood components, but that he "would come ouut three  times a day to fix the roof components,"  I would like to have this problem repaired while it is still small and easily repaired.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/22/2023

  On June 22nd, 2021, Mr. *******’s wife ***
  ******, walked down to another property where we were currently doing business and
  pulled **** aside to look at pictures of what she thought was a roof leak, and not
  an issue with caulking. Water was flowing from the metal edge due to improper
  installation which was rotting the wood trim and ceiling of the railing around portico.
  On July 7th, 2021, we contracted with *** to replace the cedar trim
  on the front and right side of the portico. There was an issue with the 1st attempt to install the cedar on the right side. We corrected that along with the
  other side at no cost to the cus***er. We recommended that they paint the trim
  to help protect the wood. They chose not to paint, and it started to rot again.
  They had a painter look at the railing and he found the post for the railing
  was also rotted. The only way to replace the railing was to replace the roof. Our
  expert project consultant, ****, gave them an option for Flintlastic (which is
  a superior product) vs EPDM. On August 13th, 2021, they chose to
  have the railing and the roofing done along with the trim, but not the ceiling
  which was already in poor condition.  This
  job was never just a minor repair. The only additional cost was $181.82 for an
  additional quarter round that was impossible to save due to rot. Mr. ******* began
  accusing us of not properly installing the Flintlastic.
  

  At this time, we asked CertainTeed to send someone out to
  inspect the installation. Their representative *** ******* came out, inspected
  the roof, and reassured them that the roof was installed properly. At this time
  Mr. ******* was extremely verbally abusive to our staff and *** *******. We
  suggested putting gutters around the perimeter of the portico would help prevent
  any future rotting and they declined. We are not sure where the “three times a
  day” comes from. That was not discussed and is not standard practice. ***** was
  never informed of a leak; icicle photos were from February 2022 and were
  addressed and trim changed. The icicles were caused by a lack of gutters and
  not a roof leak.
  

  We presented them with a waiver at this time stating that if
  there was any additional rotting, D&G Roofing and Restoration would not
  repair it again at no cost. Mr. ******* contacted us and our associates no less
  than 16 times prior to October of 2022 and his concerns were addressed. We have
  not heard from him since.
  

  From the beginning Mr. ******* was rude and
  verbally abusive, causing us to almost walk away from the job before it started.
  His wife was constantly apologizing to everyone. We are more than happy to send
  someone out to look at the roof to see if it is indeed leaking however, we will
  not tolerate any additional abusive behavior from Mr. ******* and will only
  deal with his wife *** ******, whom our contact is with.

• Initial Complaint

  Date:05/30/2023

  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.

  
  
  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.  I still do not understand why it took me having to call them and to file a complaint with this agency in order to get that check which I did receive yesterday.
  
  
  
  Sincerely,
  
  
  
  **** *******tter from roofing company on May 24th which only contained the corrected guarantee, but no refund check. At this point in time, I feel the owner is deliberately not refunding me the amount owed to me and I want that check remitted to me as soon as possible.

  

  Business Response

  Date: 06/05/2023

  We are sorry that Ms *******'s experience was not good. During the roofing job we punctured an HVAC line that was improperly installed according to the International building code. Which I have attached.  We had no way of knowing that the pipe was installed directly to the decking without a strike plate as required by the building code to prevent an incident such as this.  Roofing application is installed with 1 1/4" nails.  As stated in the complaint, the HVAC company fixed it at no charge.  I am the owner and also the one that told Ms. ******* on May 22nd that a check would be mailed out to her right away.  I went on vacation the following day and someone in our office dropped the ball, which I am sincerely sorry for.  A check was mailed out on Friday 6-2-2023. I assure you that the delay was not intentional.  Our goal is to insure that all of our customers are 100% satisfied with our services.

  ***** ******

  Owner

  D&G Roofing and Restoration, LLC