Complaints

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• Initial Complaint

  Date:06/28/2023

  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.

  4/25/23
  I paid 4,700 to klaus roofing with a 2 to 3 wk start date for a roof. I contacted Klaus roofing 5/15/23, then was told it will be 2-3 wks. No contact. I then decided this was not the company for me after a two month wait and called and left several messages through out June. I then decided to ask politely for my deposit back so I can get my roof done. They then refused and now I do not feel like this is a company people should trust. Two months and now longer. I am not happy with this situation.

  Business Response

  Date: 06/30/2023

  Mr. ******,
  
  We are truly sorry to hear of your dissatisfaction with our company. We here at Klaus strive to be a fair and honest organization that cares for our customers and their investment in their homes. We understand that it can be a frustrating time when you are experiencing an issue with your home, and we do our best to meet everyone's personal expectations.
  
  In response to your complaint, our records show that a deposit was received in the amount of $3,790 on April 28,2023 for a roof replacement. At your request, the deposit was held until you received a check from your insurance company and had the chance to deposit it into your account. We honored that request and waited to submit until we received your notification to deposit. That check was submitted and cleared as of May 9th, 2023. Deposits are collected for things such as procurement of materials to complete the job, cover restock fees charged by supply companies in case of cancellations, as well as services rendered prior to job completion such as in the case of tarping your roof which was done on April 18th in good faith prior to even securing the deposit.
  
  As our contract states, which was signed by Mrs. ******, you had a right to cancellation for a full refund at any time prior to midnight on the third business day after the contract was signed. As mentioned in the contract, estimated lead time 3-4 weeks was subject to things like weather (which there were delays), change orders, material availability, or circumstances beyond our control, such as in the case of your request to delay submission of your deposit for an additional week.
  
  We do not show record of you contacting our office or your inspector, who had been in contact with you multiple times throughout the process, in regard to a start date or any concerns you had whatsoever. Our attempts to contact you on June 13th as well as June 15th to schedule your install went unanswered and we were completely unaware of any dissatisfaction you were feeling. We did not hear from you until June 27th, at which time you called to cancel, citing your wife had decided she wanted a metal roof instead. Our offer to provide you an estimate for a metal roof was declined.
  
  While we do regret that you have found discontent, we do feel that we have provided services to you as well as tried to remedy the situation by offering to give an estimate on the product you wished to change to, as that was the only reason you indicated you wished to cancel.
  
  Sincerely, 
  Klaus Roofing Systems of Cincinnati