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:07/31/2023

  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.

  CJ's workers have no clue of the work that was turned in to our insurance to be done and alot of damage was done by them. Flashing was supposed to be fixed and they had to come back out and redo it because they did nothing to fix it, after giving me a long story about how they would have to do so much work to do it right I agreed for a cheap fix but my husband said it looked terrible and wanted it done right. They messed up 3 gutters from shingles thrown off the house and ladders banging on them. When throwing shingles down they dented and scratched up the wood around our windows out front (fixed one one the windows but it was a quick half done job so I fixed the widows right after taking pictures of his poor work). Paint ended up all over our garage floor because the plastic in the estimate wasnt down. Many of the mentioned issues got fixed from above. Now to the 2 problems left standing, CJ's roof crew scratched our deck up (they threw shingles off the roof onto our Composite deck put in in spring 2022. Him and **** came to the house to count the number of damaged boards. **** and I counted 62 and CJ stated he counted 58 boards. He said he will get the boards ordered to fix it and last week said he would turn it into his insurance. Today he is now telling me to turn the damage into his insurance I have to pay him the rest of the amount owed. The job isn't done damage that they caused isn't fixed. He is also charging us for things in the estimate they didn't do (empty rooms to work, paint the walls in the living room, etc) and now he's threatening that "The three runs that were replaced can be billed along with redoing and painting the flashings if you would like?" He's wanting to charge more after he admitted fault and fixed these issues already. There is 3 gutter screws that need hammered in. He hammered a few in last week but he said the roof was to steep for the rest he would be back out with a ladder to reach now he's saying it's not his problem.

  Business Response

  Date: 08/01/2023

  In regards to this complaint, there are quite a few details left out as well as absolute lies. My subcontractors know the work that was to be performed, and did the work as scoped. Flashing on the roof was replaced when the roof was replaced. We spent lots of time with ****** explaining the different types of flashing that are on a home, and what is being replaced. Step flashing (can not be seen under the counter flashing) was replaced during the tear off, which is ran over a base flashing used at the roof level. The home has one section where flashing is welded from the wall to the roof valley liner, this was still in good shape, and to remove it would cause unnecessary damage to both the brick and decking. This was not part of the scope or damaged portion of the roof so it was left alone to tie into the new roof. As for having to come back out to "fix the flashing" this is absolutely untrue. The flashing ****** is referring to is the counter flashing, which was still in good shape and is installed in the mortar of the home. If it is not rusted, or damaged insurance doesnt pay for it, and roof crews paint it to a new color as it doesnt see the wear and tear of the step flashing. However, we still replaced it and did a mock up of how the new flashing would look. Myself, ****, and my crew lead all stood with ****** in the front of the home while the crew showed her what the new flashing would look like BEFORE we installed it. She said it looked great, she loved it, etc. We then made our cuts into the brick/mortar and installed the new counter flashing. Two days later she decides that she doesnt like it and wants it redone. She claims that we did the work wrong, when in fact it was done properly. I informed her of how it was done, and how counter flashing vs step flashing vs base flashing works and what job they do. However, in order to make our customer happy, i had the crew come back out and redo the flashing to her liking. Upon having the flashing redone, ****** now didnt like the black color that she chose with the black roof, and requested that the counter flashing be re-painted. For the windows, a couple knicks and tar marks were made to the window trim boards during demo of the roof. The crew cleaned the tar marks off, and i filled the small scratches with filler. This was done the same day the flashing was redone, i explained to ****** that it needed time to cure and i would be back out to paint the spots. Not sure what poor work she is speaking of as she was again happy with it when completed. As far as the gutters situation, this is absolutely untrue. Gutters were heavily damaged PRIOR to any work being started on this home. At worst some paint was scratched off during a roof tear off, however the damage she is mentioning was already there. She also left out the part of her admitting her cousin damaged the front run of gutter, and that she would pay for it to be replaced. I said we would take care of it to keep things working smoothly and it would be a better fix than leaving a hole there. We also re-sloped the garage side for here that was already installed wrong which can now be seen as a big difference in the paint from where the existing gutter was ran. We also have photos of the gutters from our first inspection of the property and pointed this out to both ****** and her husband. The gutters are also original and have the gutter spikes, not screws that have become loose and backed out over time. In regards to needing to nail the spikes back in, I did perform that task as well. I also noticed that a few of the spikes are so loose, you can push or pull them with your fingers which is an aging/ wear and tear issue common with these gutter spikes. ****** was also offered entire gutter replacement on the home at our cost so that this would not be an issue anymore as we use inside hanger screws that dont back out over time. The paint on the garage floor issue is again leaving out information as there was already paint on the floor from previous work performed inside. The crew didnt put plastic down when they re-textured and applied a base coat to the garage, but was prompt to clean up the mess and any of the paint that was on the floor from them, was cleaned. The paint that was there before us being involved, did not come up when cleaned due to its old age and being dry. ****** again leaves out the fact that floor protection was used when the crew came back to apply the new paint to all walls and ceiling. Upon hearing the complaints, the crew documented and showed me existing paint that was on her fireplace prior to starting work in the great room so that they could not be blamed for issues they did not cause. Finally we come to the deck issue. ****** makes it seem as if we just used her deck as a dumpster for the roof, which couldnt be farther from the truth. We have done roof replacements on hundreds of homes and most have decks of composite nature. The crew puts down tarps to protect from falling debris. ******** roof is a very steep, and 2 story roof which causes shingles to come down a bit faster. Upon clean up from the roof replacement we did notice a couple boards had scratches and were noted. As time went on, ****** claims more and more boards were damaged, this number increased each time we spoke about it. Starting at 7-10 boards, the number went to 15,22, up to 61 as mentioned above (Which is the entire deck). Upon spending 3+ hours with ****** looking over the deck we found scratches across almost the entire deck. The problem with this however, is that she has furniture, tables, grill, animals, and over a year of foot traffic on the deck. I also pointed out damage that was done during the installation of the deck, yet she is blaming us for the entire issue. The damages to the deck that were related to the roof replacement were given multiple solutions, in which ****** took none of. I offered to repair the boards with a product specific repair kit, replace the damaged boards, or cash for the cost of the boards plus labor. She denied all three and demanded that she gets my insurance information. After discussing and taking everything into consideration i told ****** that i would happily turn this over to my insurance upon collecting final payment for the work completed, as we can not agree on a solution.

  Customer Answer

  Date: 08/01/2023

  When we first met CJ and **** to go over the roof one of the points we pointed out needing fixed was the stair step metal pieces at the corner of the front and back of the house. At that time we were told ok they can fix that (and in the message he sent to you he called it flashing) and in pictures CJ sent to the insurance it points an arrow to those pieces that we thought were getting fixed and now he is stating that the part getting fixed is under and ok if it is but be were told that would get fixed as well and as shown in pictures i include the flashing is not in good shape as shown on a picture i will include and yes it does have rust on it. Also in with this there should have been a flashing -kick-out diverter that should have been put on and I have a picture that shows it was not put on (in the front or back of the house) and what looks like a big hole that he explained had a piece under it which would have been left that way if we didn't question it. They did cheap work after telling me that's all they could do because they worry about if they pull stuff off the brick piece may come off and end up with a bigger problem. So yes I believed what he said because we got the roof fixed because of a leak issue at that spot of the house. My husband **** came home and stated that looked really bad and didn't believe there story they gave so he stated that he wanted it done right. So they came out and fixed it and about the paint they said if we didn't like the black they would put it back tan. As for the damaged window trim he did a very quick fix job and I will include the picture that shows his patch work that I never said looked good. I said the flashing that he did right looked good. And to add the other trim window next to the window he did repairs on wasn't touched. There was even a piece of that trim that some how bowed while they were doing work and I didn't harp on that because it was weird where it bowed and I'm not sure that when a shingle hit it if something got knocked loose but I stated to **** as him and CJ were leaving that I would come out and just fix it myself. Also to add around that the tar marks weren't removed, I will include a picture of the tar marks by the trim that is still there. Now to the gutters. Yes there was some damage done to he gutters before work was done and yes my cousin did pull out a gutter screw leaving a hole in which I also stated I knew was there and told him that he didn't need to replace that gutter the garage side of the house where the dumpster was and the back of the house was the issue. I will send pictures of the extra damage to the gutters that they did as well to show more damage was done and these pictures also show how bad the roofs pulled the gutters out and how shingles got pushed down between the house and gutter that wasn't there prior to and that also points out why the gutter screws are popped out and CJ is now avoiding the issue and blaming it on the wood not holding it in which originally he stated he would be back to hammer them in when he has a high enough ladder because he didn't feel safe doing it on the roof. There was not an entire gutter replacement on the home just those 3 runs. As for the garage floor I am not leaving out information. As stated in the estimate #47 and I will include a picture it shows where we were charged $429.09 for floor protection-self-adhesive plastic film that was not used when work was started. So there really should be no question on what was there or not because that should have been done and yes they tried to clean up there mess and it didn't work is why I contact CJ after the worker stated he didn't know plastic needed to be put down. CJ is leaving out that the crew came back out to paint the walls and ceiling because the crew told me they only paint 1 coat of paint when in the estimate we were charged for 2 coats and the crew painted the walls the first time with ceiling paint. Yes there was paint on the fireplace that I knew it was there and I didn't say anything about it. However, since we are on the living room I will point out that we were charged for them to paint the walls and ceiling and the walls were not touched with 2 new coats of paint. I included a few wall pictures in that room that shows dripping on the walls that would have been covered if painted and a few spots of the ceiling paint that got on the walls that would have been covered if walls were painted. Which once again shows the crew has no clue of the job needing to be performed. Now to the deck after all those issues. The deck was used as a drop zone and if they dropped shingles on many decks before maybe they were lighter and not able to see scratches or people don't care like we do since we just paid for this deck spring 2022. No our grill has never been on the deck, tables on the concrete never on the deck, our dog isn't allowed on the deck I made a gate that she can't even get on it, we do have cats but the damage is no marks that a cat could do, and as for the furniture the crew is the ones that slid it back and forth on the deck to be able to throw the shingles down so they didn't land on the furniture. And it's no surprise that no damage was done where the furniture was because they didn't throw the shingles on that part of the deck. CJ and **** came out and **** and I counted 62 damaged boards and CJ counted 58 damaged boards which I have text and will add that shows he said there was over 10 boards (10 boards is the number that he 1st stated was messed up). But now he trying to blame it on other issues that isn't true. CJ also stated that I claimed more and more boards were damaged and when someone comes out to see the deck they will see why because as the sun goes down you see more damage with a shadow than with sun beating on it. The multiple solutions that CJ tried to offer doesn't fix the damages done to the deck. The repair kit is a wax and shown in **** ****** example you still see where the damage is, he wants to replace 10 boards not all the damage boards, and as for cash it wasn't cash it was off the amount that we still owe plus his labor it isn't enough to cover all the repairs on the deck. I asked for his insurance information because thats what my insurance agent told me to do. She stated I need to ask him for his agency, copy of policy, policy number, company, etc. And CJ refused to give any of it so I'm not even sure if he is insured. I will be more than happy to pay CJ when the work is done and that also includes the damages that were done while doing the work.  There are other issues that we could address theses were just the main ones to point out. We can touch on those later if we need to. I also want to point out some of the threats CJ has been saying through text that doesn't come off as being very professional. He's saying he's going to file a breach of contract with his attorney and the insurance claim would not be turned in, saying he would bill us for things that he already fixed from there damages, and threatening to file a lien on our home. All these threats are because we are wanting to pay him after the damages that his crew caused are all fixed. I also want to add that to CJ all the issues we spoke up about may seem like a lot because damages were taking so long to get fixed so i had to keep asking when damages will get fixed and he looked at me everytime like he had no clue what i was talking about and i would have to show him the damage again. Example the trim around the front window was brought to there attention on May 23,2023 and is wasn't fixed until July 27,2023. CJ also stated to me that he had many customers right now (up to around 70-80 customers) and the statement he told me was more aless that I'm just a number and I came back with he should be worried about the customers he has now and make them happy. Which he followed up with that's none of my business. On Thursday or Friday someone is coming out to look at the deck damage to give me an estimate and there opinion on the matter. If you would like to see this estimate I can send you this as well.
  

  Business Response

  Date: 08/02/2023

  The pictures provided were old pictures. The damage you see in the photos of gutters are existing before we started the roof, which i have time stamped photos to prove. This homeowner also tried to say we caused damages that were already existing prior to our involvement on any work. I also have pictures of plastic and floor protection being used when the paint was being done. As mentioned, the crew did not use plastic on a base coat/ texture and promptly cleaned their mess us. The "paint mess" that ****** is referring to was from previous work that would not clean because it was dry for a long time. She also alleged that we got paint on her driveway, which again was false. The crew never had their vehicle in the spot she had mentioned, I still went out to check and clean the paint with a remover product. Upon cleaning the "paint" we found out it was simply bird droppings. The flashing issue has been exhausted multiple times now, the step flashing that is not seen was in fact replaced. ****** had sustained water damages to her home prior to our replacement of the roof and since then has had zero issues with water penetration. The "hole" is not a hole at all, rather what you see is the black step flashing under the tan flashing. To be clear on this yet again, this is not typical counter flashing. It is welded together on the wall, into the roof line as a valley liner. We explained that if we attempted to take it off the wall as its fastened to both brick and concrete, it could cause damage we would not be liable for as well as create a new problem down the road. We left it in place, and used additional flashing to make sure the roof will not have a single issue in the future. Not a "cheap" fix as she likes to believe, it was done properly the first time. When she wanted the counter flashing replaced, we did a mock up of what the new counter flashing would look like, to which she expressed her satisfaction BEFORE we installed it. After it was installed, she again said how great it looked and the crew sealed everything up. Two days later she messages saying how much her husband dislikes it and asked if it could simply be painted to its prior color. We said that would be no issue, however it was then demanded that it be changed. So after we completed the roof replacement, changed the flashing to her liking, come back and remove and redo the flashing a third time to her liking, she still wanted it painted. All of this was handled free of charge, and in a timely manner despite her signing off on the work prior. We have done nothing but accommodate ****** with the entire process and perform additional work free of charge. In regards to the window damage of the curled top board, this is absolute due to aging of the home. I have multiple photos of this as well which will show that the nail has rusted through completely and sheared off. This has allowed the wood to curl naturally as wood does when exposed to the elements. Despite multiple threats from ****** to leave bad reviews, have her attorney involved, screaming at the top of her lungs to my face, making unreasonable demands, i have done nothing but take care of each and every one of her issues. We have simply requested to collect our final payment for all work completed and turn the deck issue over to insurance.

  Customer Answer

  Date: 08/02/2023

  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.

  I am really confused right now as to why CJ is stating these are old photos. Our shingles use to be brown now they are black. These photos were sent to CJ's worker **** from me on Tuesday May 23rd (**** was the one we were mainly dealing with at the beginning because he was assigned as our customer rep). One of ****** replies back that night was "I know you just had all that work done and I know you're upset plz don't let it weigh on you. we will fix everything for you and make it look great again . I'm going to personally make sure everything is up to your likening". The next morning May 24, 2023 at 10:33am I received a text from **** stating "I'm on my way out to sort this out right now . Take me about an hour cj is meeting me there". I also have time stamps on my phone where I took the pictures that show May 23, 2023 at 7:51pm to May 23, 2023 at 8:04pm. It looks as though some of my pictures didn't get loaded to the email I will attach them to this to show more. As for the plastic floor covering as stated in the estimate (picture of estimate seems to not have loaded to the email, I will load with this today) shows the 3rd thing being done as floor protection-self-adhesive plastic film (which is stated behind 1st contents move out (which they didn't do we did but we are still being charged) and 2nd mask and prep for paint) and isn't  base-coat a form of paint? When you google is base coat a form of paint google states "the base coat is the first layer of PAINT applied to the surface after the primer". Which I will add there was no base coat, it was just ceiling paint on ceiling and walls. The worker knocked on my door that day to say they are done painting but they would be out tomorrow to paint the things they textured because that was still wet. As for the paint spots CJ is stating would not clean is in the puddle on our garage floor where he stated they  promptly cleaned there mess up and it was not clean. Again I am so sorry the garage floor pictures of the mess and water didn't load as well (we have bad signal and no internet at our home when I sent the email). The next day the worker came out and apologized and cleaned the spots up (most of them) where CJ is saying they would not clean and I will also send a picture of my garage now showing the spots are no longer there that was shown in all the water. As for the paint on the driveway CJ never asked me where we saw the paint and he just assumed where it was and cleaned bird droppings. If he would have asked I would have told him I already cleaned it. I'm not going to really touch more on the flashing because it was talked about in earlier statements and I plan to have a contractor look over the estimate to explain to me what each flashing estimate means and if what should have been done got done or if this goes along with what is being stated. I will touch on this at a later date after the contractor goes over the estimate with me. As stated to CJ many times the water damage in the house happened when ice piled up on the corner of the house where the leak was. During the day when the ice started to melt is when we would have the leak. So at this time we would have no way of knowing if we have zero issues. Back to the flashing where he is once again calling it flashing so I'm not sure what flashing was supposed to covered in the estimate or not because he states many kinds of flashing that should be fixed and after further review while trying to Google what all the flashing is I am finding more work that shows in the estimate that didn't seem to get done. I am going over all of this with another contractor  so the findings on this will come at a later time if this goes that long. But again you can see in the pictures there is rust on the flashing and not in good shape so it should have been replaced. I already touch previously on why my husband wanted the flashing fixed because he didn't believe the story they fed me. When I asked CJ and **** to show me flashing on there house that looks like the cheap work they did neither one sent me a picture instead they came out and fixed it right. The additional work free of charge was all damage done by CJ's crew minus the front gutter that he did that I stated he didn't have to do. The damage he is stating about the curled up board was not due to aging, in fact that board was just put up in the fall of 2022 when I had all the gutters and wood work around the outside of the house painted. I can get you a written statement to back this up if you would like? And as for the the rusted nail he is stating that was sheared off. It was not a nail at all, it was part of a knot in the wood so when or if he gives the picture please zoom in and see for yourself. I did not have multiple threats to leave bad reviews I told him I was glad he was going to fix the deck because I didn't know what to do if not and that's where I mentioned the better business bureau or an attorney. So once he changed he mind from fixing the deck to now wanting the money owed before contacting his insurance is where i then decided it was time to contact the better business bureau. As for screaming at the top of my lungs to his face we weren't ever close enough to be to his face and if it came off as screaming it was frustration because he says one thing and changes his mind. As seen once again nothing is getting resolved on the deck they damaged or the gutter screws that still need hammered in that were caused by them. I do have text of many back and forth conversations on the deck if you would like to see them to better understand my frustration in all of this. Cj will get paid when the damages and work is done, the insurance claim should have already been turned in for the deck for damages done. That's when the job is complete. You hear on the news all the time how contractors get there money and run never finishing the job. I know we want to move on from all of this but what's to say if we pay him first that we will even get the damages caused by CJ's crew handled? I have yet to see proof of insurance and as you can see he didn't comment on the part where I stated that my insurance agent is the one that told me to get that from him. In the last text yesterday with CJ he stated "You will be receiving a letter in the mail from our attorney. I am truly sorry it had to come to this." I didn't receive anything in the mail from his attorney today but I did text him today (August 2nd,2023) at 10:57am asking for his attorneys information and I never received a text back with that information. 

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

  Business Response

  Date: 08/04/2023

  This back and forth is unfortunately going no where. All concerns minus the deck has been dealt with, in some cases multiple times. This is now being handle by our attorney. As mentioned, any issues that were caused by work we have performed have been corrected. Even issues that are not caused by us have been taken care of free of charge to keep our customers happy, and have a smooth working experience. Sadly going above and beyond for some customers is never enough and they want to pin other issues on you. The gutter "screws" ****** keeps bringing up are not screws at all. They are the original gutter SPIKES which are 20 plus years old. They back out over time due to the nature of expanding and contracting in the gutter board with age and temperature changes. The gutter damage being blamed on us can be seen prior to us starting work on the home as well. The most damage that was caused was some paint scratched off during demolition of the roof, again by the nature of work being performed this is common. I painted the two very small spots on one run of gutter, and due to the old age and existing damage to the other runs, replaced them for the homeowner. The deck issue as stated was given 3 separate options for the damage we caused. ****** has declined each option without giving any chance to correct the issue. We have completed all work and simply said upon collecting final payment, the insurance company will come out to review and take care of the deck.

  Customer Answer

  Date: 10/02/2023

  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.

  Reference #******** (request to reopen)
  1 message
  ****** ****** *********************** **** *** *** **** ** ***** **
  
  
  I am emailing to request to reopen the claim against ***** ************ *****. References # ********. Sorry I stopped last time CJ's attorney asked during the settlement time if for the time being I would stop responding. At this time we decided to not take the court route with ** ******** (***** ************ *****) and we turned down his settlement offer because his settlement amount didn't come close to the amount of damages ***** ************ caused or the work that wasn't done in the project report sent to our insurance and an insurance claim by ***** ************. We decided it would be better to pursue the route with the BBB as a way to warn others (i know we aren't the only ones having issues) and his amount was a slap in the face so we wanted to keep our options open and not have to be quite. Attorneys on both side were involved but neither side came to a settlement that we both could agree on.
  
  *There was damage done to our house by ***** ************** crew and work being charged for on the project report that wasn't done or items that was charged for that should never have been on the report.
  
  I was asked to please keep this short but please let me know if you need more information (I have 2 binders full of information (pictures, text conversations, etc.))
  
  Main issues=
  -our new composite deck we just got done May 2022 was damaged by ***** ************** crew when asked for insurance he refused to give info and after admitting in text over 50 composite boards were damaged CJ changed his mind (gave 3 options to fix deck 1)give $586 off bill in the beginning then changed to $500 in settlement, replace 10 boards, or use a patch kit) none of these options will fix the damage done by ***** ************ Crew. The damage on the deck has been seen by many since ******* work and they (some professionals and some regular home owners) can't believe he is denying what was done because it's clearly there and they can't believe he is denying it.
  
  -we got a letter from his attorney saying if we don't pay the rest of the money owed in full there would be a mechanic’s lien put on our house which as stated in the contract was due "upon completion of work". We did pay the rest of the money owed even though CJ (***** ************ *****) didn't finish the project report because we didn't want the mechanic’s lien on our home because that doesn't speak for who we are as individuals, we pay our bills. However, CJ still has work that wasn't done (missing 2 kick-out diverters (as show in project report), getting free money for work ***** didn't do and damage that he didn't make right on his end after we paid the full amount. (We paid the final amount owed on September 18,2023 (over a week ago))
  
  -also CJ made money off the project report of many things him or his crew didn't do. A few examples never painted any walls in our great room (ALL WALLS should have been painted according to project report sent to out insurance, he charged for drip edge removal and we never had drip edge before ******* work, never moved any furniture (we did all of that), etc. Before CJ started demanding the money or a lien I tried to sit down twice, once with CJ on July 31,2023 & once with our customer rep for ***** ************ (Ryan Salyers) on June 28,2023 and neither would set a time to go over the project report with me of items not done or items charged for that shouldn't have been on the report that they sent to insurance for a claim.
  
  -CJ threatened to charge us for some of the damages that he already fixed. Example gutters, he replaced 3 each of the gutters all of the gutters he replaced were in a drop zone for the shingles from the roof to the drop area, gutters weren't perfect but more damage was done after construction crews work and counter flashing that he claims he fixed and painted for free was actually in the project report as removed and replace.
  
  -we are already seeing issues with ***** ************** work. We have flashing around our sky light pulling up, leaking down the brick wall in one of the corners of the house in the back where the kick-out diverter is missing,   and one of the replaced gutters that ******* crew did is leaking. 
  
  Sorry I tried to keep this as short as possible with giving an idea of the depth we are dealing with but beyond what I said there is more and if you need to meet to see the 2 binders of evidence I have to back this up or need pictures sent in please let me know. Also feel free to look at mine and CJ's prior bbb communications they may help with more information. 
  
  Also I want to give a warning at the end of the settlement process that CJ became very unprofessional to the point his attorney said something to the point to get CJ to knock it off with how he was acting while both attorneys, CJ, and myself were in our garage looking at issues. After this meeting my attorney told me I handle the situation good and I did a great job. CJ's attorney also stated that it's best that ***** ************ ***** doesn't do anymore work on our house and seeing how he acted at our last meeting I truly agree with that statement. 
  
  Please let me know if you need anything else from me and thanks for the help

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

  Business Response

  Date: 10/02/2023

  This has gotten completely out of hand. All work was performed and performed properly on this home. The "damages" that ****** speaks of are completely blown out of proportion. Regarding the main issue, (the deck) we have given options of repairing, replacing, or giving money off of the contract for the cost of the boards and labor. She has rejected all of the options presented. Upon examining the deck multiple times for hours with crew, salesman, attorneys it was determined that **** ****** is blaming ***** for much more than what was done upon a roof tear off and install. There are multiple spots of damage that were present prior to our involvement from general foot traffic, pets, patio furniture, etc.

  She claims that we have damaged a bengals sign in her garage with paint, however, the paint that is on the sign is white from the garage color prior. We painted the garage grey in color and that is not what is on the sign. Even with that being said, it is a simple clean off that was offered and yet again rejected by **** ******. Along with this, she pointed out a drywall tape joint that is now starting to fail due to settling in the home. The damage was not caused by any storm related damages and was never in our scope of work. We see this in just about every home we perform interior work in as it is an age issue which is made worse in garages as they are not climate controlled. Upon simply explaining this to ****** while both attorneys were present, she made it an issue and claims i was unprofessional by simply stating the facts.

  We have corrected each and every issue that was raised that was related to our work. We also (free of charge) installed and fixed 3 separate runs of gutters on her home despite them being damaged prior to any of our work starting. I have photos of this as well. Now she is stating that because of the roof install, her gutter spikes are backing out. I have gone through and re-nailed the spikes that were backed out, upon doing so i noticed that these too are backing out due to their age and condition. This was also pointed out to the attorney while at her home because the spike on the rear side of her home has already backed out again from when i re-nailed it. The problem is they are the original gutters to the home, and over time gutter spikes will expand and contract which will cause them to back out of the large hole that they create. ****** completely lied on this claiming that she had new wood installed and painted which we have proof of was never done. You can see the difference in paint from when we installed new gutters and properly sloped them. The gutters were simply painted in place along with the fascia.

  In regards to flashing metal damage, we presented ****** with a mock up counter flashing piece to which in front of the salesman, crew lead, and myself claimed she loved it. Upon installing this properly, we had to notch a line into the brick and mortar to ensure that there is no water issues. This was all agreed and prior to installing the flashing. Two days later she tells us that her husband hates it and wants it redone. We explained that upon removing it, the damage that it would cause and she wanted it done anyways. We redid the flashing a second time to her liking which she was not charged for. After that was done, she also requested that it now be painted from the black that she had selected to match the roof, to the previous color. This was also done free of charge.

  The contractor that she is claiming to agree with her on these issues is also incorrect. They are the ones who installed the deck originally, and incorrectly/ damaged from the start. They told her the entire thing needs replaced in order to have another job. However, what you dont hear is the damage caused by them during this install, along with the damage from the boards being stored on a store shelf prior to our involvement on the home. We are simply being blamed for each and every issue that is wrong with her home as if we created them and its simply far from the truth.

  The one and only piece that has yet to be completed is 1 kick out diverter on the rear of the home. It was installed originally when the flashing was done, and missed once she requested the flashing be redone. We again have offered to fix that simply issue and were denied.

   

  We have done nothing but stand behind our work as well as our word. We have fixed multiple issues that again are not caused from us or the work we have performed. We have gone above and beyond for this homeowner as we do for everyone.
  

  Customer Answer

  Date: 10/03/2023

  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.

  I am really hoping the BBB and future customers can see through all these conversations what is really being shown.
  
  
  ** ******** at the start of his message from the business before this response states "all work was performed and performed properly on this home." However, at the bottom of his message CJ states "the one and only piece that has yet to be completed is 1 kick out diverter on the rear of the home". Right here CJ admits there was a job from the project report that he sent to our insurance as an insurance claim for approval was not done and he was paid for, that's insurance fraud! Along with the one kick out diverter he states is missing we are also missing another kick out diverter on our extra garage where ***** ************ also did work. We are also missing the 2nd coat of paint on our office ceiling and "ALL WALLS" in our great room according to the project report should have been painted and the walls were never touched with paint except for the ceiling paint the crew dripped on them while painting the ceiling. CJ never offered to fix the issue with the kick out diverter, he didn't know it was missing until both attorneys came to the house to see the issues and at that time CJ's attorney said it's best for ***** ************ to not do any more work on our home. This also brings up the topic that in his contract that we signed before the job started, final payment was due "upon completion of work" but we were told that if we didn't pay we would get a mechanic's lien on our property. So of course we paid because that isn't who we are as individuals. We pay our bills so we didn't want the lien on our home. But along with the deck that CJ keeps saying is the main issue this is another "main issue" because CJ got approximately $3000-$4500 of payment for work that wasn't done.
  
  
  I want to start this part with we are not out to get a new deck for no reason, we are simply requesting that CJ own up to the damages caused by his crew and get our deck back to the state it was before there work was performed (damage free and matching). The damages to the deck are not blown out of proportion. We just put the composite deck in on May 2022. The composite deck is 16x40 so it's a big part of the back of our house and it was ment to be a place to sit outside and relax. However, with the damages caused by ***** ************ it's far from a place to relax now. I have many text with ** ******** and the customer rep where they own up to the damages and many times state they will fix the deck and it never got fixed. He even states in a text that he (** ********) said "57" boards were damaged, again changing his mind. His whole attitude to fix the deck changed when he found out these boards were no longer made and to get the deck looking right all boards would need to be replaced. The repair kit from **** ***** that CJ offered to use is not a fix it's more of a bandaid (feel free to look it up on **** ****** web page, you can see with the repair kit scratches are still seen just less visible), replacing CJ isn't wanting to replace all the damaged boards just the deep scratches and he doesn't have a solution on what he will do if he replaces boards and those boards don't match the existing composite boards, and as for giving money off for the boards and labor the amount he offered doesn't fix the damage done. Yes this deck has been examined many times and everybody but CJ (and he stated his attorney that gets paid to back him up, so I'm not sure of his true thoughts) sees these damages. CJ's customer rep agreed with me that there were over 60 boards damaged and CJ even states in a text "you and Ryan (customer rep) counted 61 boards at the time of meeting ". All that sees the damage can see its not damage from foot traffic, pets, patio furniture. CJ is trying to put blame where it shouldn't be as shown many times though out his reply before this one. The marks shown are that of a drag marks caused by a blue tarp (I also have a picture of a damaged spot on the deck that had blue tarp stuck in it that CJ was quick to wipe off with a wet wipe) being pulled across the composite deck with shingles, roofing nails, etc on it. Not to mention we paid extra for materials to be hand carried. The contactor that gave the estimate of ******* crews damages was the one that did the deck and I would gladly get another estimate from another contractor if needed because I am that sure another contractor will see the damages as well that was caused by ******* crew. The contractor that installed the deck didn't put damaged boards in and the thought that CJ thinking that makes me question if he would. I had many individuals ask me why ***** ************ used our composite deck as a drop zone and I don't have an answer for this but after seeing the damages done I can tell you why it shouldn't have been used as one.
  
  
  The damage done to the bengal sign in our garage was damage by ******* crew. Please see prior messages where CJ talks about a base coat used which was white. Our garage before ******* work was a tan color. The only reason grey paint wasn't on the sign was because I lifted it off the wall after I saw it was painted around with the base coat. Yes the cleaning of the sign was rejected in settlement because what CJ was offering to settle wasn't enough to fix his damages and replace the not earned money he got from the project report of jobs not done. That is why a settlement was never agreed upon and we chose to hold off on the court route for the time being. The drywall tape I pointed out wasn't present before ******* work but they did paint the ceiling and now it's being shown. CJ was unprofessional, his attorney even stated something to him to make CJ stop and as mentioned before his attorney stated that it's best ***** ************ ***** no longer works on our home. Which in the end isn't good for us because we are already seeing issues with ***** ************** work that we wont have a warrenty to get fixed. After the meeting my attorney said I did great and I handled things well which shows me which side was unprofessional. 
  
  
  Please don't be fooled by CJ saying he fixed many things free of charge. All the damage was one by ***** ************ ***** and I have pictures to back up the damage. I even have photos taken after CJ's photos that show more damage to the gutters that were all in drop zones of shingles being dropped off the roof. The gutter spikes backing out are 100% ******* crew. I have many pictures showing where the shingles thrown off the roof were hitting the gutters pulling the gutter nails out and shingles etc stuck between the gutter and the house while the crew was working (which I'm sure you can see in CJ's gutter pictures were not there before ***** started the job). The gutter spikes CJ pointed out to his attorney at the rear side of the house were not backing out again, those were the ones CJ still had to hammer in that he couldn't do from the roof because he stated it was to steep to do from the roof. CJ was supposed to come back with a ladder to hammer them in that way but again went back on what he said just like the deck. The gutter nails were also talked about in earlier messages, please see those if further information is needed and all the other gutter nails CJ did hammer in are not backing back out. I am not lying about new wood being placed outside around the house. The wood that was bad or causing issues was replaced and the wood and gutters were all painted by ******* ****** ********. The job was started on November 1, 2022 and was completed on December 2, 2022.
  
  
  Beyond everything that is stated here there is more damage done to our home (scratched back glass door that leads out to the composite deck that has damage, our new (installed on 5-20-23) outside furnace unit scratch by ladders and something put on it or stepped on that bent one side of the top down, black from shingles all over the house, paint drippings all over many pieces that shouldn't be there, landscaping pavers ran into when dump trailer was delivered, the list goes on). I know another family that is also dealing with damages caused by ***** ************ ***** that isn't getting fixed. I'm just not sure of there next step at this point so I don't want to touch on this to much at this time.

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

  Business Response

  Date: 10/03/2023

  This will be my final address to this nonsense. ALL work was completed and done so properly. **** ****** now has a lifetime full roof system that is properly installed and upgraded her from her previous roof. She was having interior leaks when rain happened, and now has zero issues. The deck issue, for the final time, is NOT all caused from our work. We have offered multiple solutions to **** ****** for the damage that we did cause however she is attempting to blame us for additional damages that are across her deck. The deck boards are in fact discontinued, however **** ****** leaves out other information in order to make us look bad. We contacted the manufacturer and located the exact board in which they still have available as a special order item. This was the offered solution as REPLACEMENT for the damage caused by our crew to these boards. She then denied replacing said boards cause they would not match. The product carries a 10 year fade warranty and during our inspection of the deck, i simply cleaned multiple spots and there is zero fading, and matching would be no issue. She is also hung up on the blue tarp mark that i was "quick to wipe off" which is furthering my point of taking care of issues. I simply wiped the mark clean when it was brought to my attention and it is no longer an issue. She also fails to realize that the damage she keeps referring to is caused by various other factors such as her cats, dog, foot traffic, exterior factors, furniture, etc. We offered multiple solutions for the damage caused by us, but i will not be accountable for damages or blemishes that we had nothing to do with.
  

  Regarding gutters, **** ****** even admitted there was damage from a family member who attempted to repair one run and said she would be responsible for paying this portion. We went ahead and took care of the issue and installed a new run of gutter on this section free of charge despite the damage being caused PRIOR to our involvement. We have photos of every aspect of her home prior to our work beginning as well and you can clearly see the damage that she is blaming us for, is clearly visible before we began work. Again in good faith and to keep a happy customer, we replaced these three runs of gutters FREE of charge. The gutter spikes that she is referring to were in fact nailed back in, as my salesman was there to witness this and assist in holding the ladder. Upon seeing that the gutter spike could be pushed and pulled in simply by my finger, i informed her that this is an issue from age, and wear/tear. The spike was put back in and within  a couple weeks when we met with both attorneys, has already backed out again. The gutter spikes backing out are not due to any work performed on our end.

  The kick-out diverter issue, again was installed during the roof installation. However it was removed when we had to redo the flashing for a third time. It is a simple 3 min fix which we are more than willing to do and have offered to do so as we stand behind our work, however this was denied by **** ****** to allow it. She wants to file complaints about the work having been done, yet wont allow the crew to put it back after the fact that she changed her mind on work that she agreed to.

  The painting was in fact done correctly in the office and it did receive two coats, not one as **** ****** has convinced herself of. The garage received a third coat when we only wrote for and charged for two. We also upgraded to a specialty paint for the garage which was yet again a free of charge bonus to **** ******. The base coat that is being referenced was also WHITE, not tan. It was done in relation to the drywall tape and mud texturing that was completed prior to her changing the color to the grey that the garage is now painted.

  She again blatantly lies about new wood being installed behind any gutters prior to her home having paint done on the gutters and fascia. We have photos showing rotted wood, and the painter simply painted the gutters in place over the fascia wood on the home. This also brings in the additional damages that she now claims were caused by us, such as the glass door. We spent over 3 hours reviewing all the damage and this was NEVER brought up, nor was it even noticed during this time and looks more like a large dog paw scratch. Yet somehow on our last walk through with the attorneys, this damage is now there and being pointed out, and ***** blamed for this as well. A shingle cannot and will not cause the damage to the glass that she is claiming.
  

  Customer Answer

  Date: 10/03/2023

  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.

  ** ******** is stating this as nonsense but to us this is not nonsense. This was damaged done to our home by this company (***** ************ *****) the home that we take care of, pay for, and take pride in. As well as money that CJ is not admitting was not earned by himself or the crew because the work wasn't done and it should be returned. 
  
  
  Please BBB if you need any further assistance from me or pictures/proof of what I am stating please reach out since CJ stated that was his final address please know I am still here to help assist further with this claim if you need.
  
  
  First, let's put attention to the point that ** ******** didn't deny against the insurance fraud that occurred. Once again CJ states "ALL work was completed and done so properly". But then later mentioned a kick out diverter was missed and CJ failed to mention about "ALL WALLS" (no walls were painted in this room) not painted in the great room and the other kick out diverter missing on the extra garage. 
  
  
  In CJ's last response prior to the response he just did he states "we have gone above and beyond for this homeowner as we do for everyone", if CJ went above and beyond he would listen to his customers and know we didn't have interior leaking when it rains as stated in his message before this one. Our home had interior leaking at the front corner of the house when ice builds up there and the leaking occurs when the ice starts to melt causing the liquid to come to the top of the ice causing the liquid to leaking into the house. So we won't know if we have zero issues until winter and ice piles on the gutter in that location again.
  
  
  The deck issue we have touched on in many prior messages with the BBB. Please see previous messages and yes ***** ************** crew caused the damages as seen by many others as caused by a tarp being drug across with shingles, roofing nails, etc. And I want to add I did NOT deny them replacing the boards I simply stated we want them to replace all the boards they damaged not just the deep scratches and if there was fading and the deck didn't match I asked what CJ's next step would be to make the composite deck match how it was before the damages were done and CJ couldn't answer that question. I was also in contact with **** ***** through this whole process of CJ talking about ordering boards and everytime I called they stated there was no notes in there computer and no boards of our color composite ordered. 
  
  
  Gutters were mentioned in prior message threads with the BBB so please feel free to read that information and please feel free to also read all the prior messages on the gutter spikes. I have time stamped pictures of the day CJ was at the house and didn't hammer in the gutter spikes and those are the same gutter spikes are not hammered in today. If you would like a picture today with the time stamp pictures to show they are the same gutter spikes please let me know.
  
  
  The flashing was only done twice not 3 times. First was a cheap fix that was put over the flashing that was there. Second was the removal and replace that ***** ************ ***** should have done the first time according to the project report that we paid for.
  
  
  The painting was not done correctly in the office and CJ wouldn't know because again he wasn't at our home while this work was performed. *****’s crew painted my garage after the office and that's where *****’s crewmember stated he only paints one coat which verified what I saw in the office of the ceiling only painted one coat.
  
  
  The garage got a third coat because the crewmember painted ceiling paint on the ceiling and walls in the garage (which CJ keeps stating was a basecoat). The crewmember knocked on the door to tell me he was done and I said we paid for two coats per the project report as I still saw our previous tan paint showing through and that's where he stated he only does one coat. I right away got in touch with CJ and our customer rep and that's how 2 coats of grey got put on. In this part of ** ********** response in his message prior CJ does back up what I wrote in my prior message about the basecoat being used by ******* crew being white and that's the paint that was shown on the bengal sign that CJ originally said wasn't caused by them.
  
  
  Again I am not lying about the wood and I would be happy to give further contact to the painting guy we used for further proof on this. We have so much damage to our home beyond what we stated until the attorneys were present so we could show we are picking and choicing what's more important to us that we would like ***** ************ ***** to own up to and fix with the damage they caused. The door was not scratched by a dog and if you saw the scratches you could see a dog wouldn't do the scratches shown. Along with the scratches on the glass you can also see black from the shingles on the door below the scratches which makes it even harder to deny that ***** ************** Crew did it. 
  
  
  Thank you for taking the time to read through all the messages and I hope I painted a picture that shows I have been truthful and had backing to everything I have stated. Also thanks for helping guide me through the process with my many questions since i have never had to deal with the BBB before, you all have been amazing and great customer service. Again please let me know if you need anything further from me.
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 10/04/2023

  
  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.** ******** is stating this as nonsense but to us this is
  not nonsense. This was damaged done to our home by this company (*****
  ************ *****) the home that we take care of, pay for, and take
  pride in. As well as money that CJ is not admitting was not earned by
  himself or the crew because the work wasn't done and it should be
  returned.

  ***Work that was not performed, we did not collect money on such as the siding that we found damage on that you were unaware of. We presented this to you, your husband, and the insurance company. You kept the money for this portion minus our percentage that is allowed for us performing our inspection and findings. ***
  
  
  Please BBB if you need any further assistance from
  me or pictures/proof of what I am stating please reach out since CJ
  stated that was his final address please know I am still here to help
  assist further with this claim if you need.

  
  ***I will happily respond to these wild claims as well, as you are simply painting the picture that we have damaged and trashed your home, when that is the furthest thing from the truth. I have all the pictures you have plus many more, so if there is a good place to send them to prove what I've been saying, please let me know the best way to get them to you.***
  
  First, let's put
  attention to the point that ** ******** didn't deny against the
  insurance fraud that occurred. Once again CJ states "ALL work was
  completed and done so properly". But then later mentioned a kick out
  diverter was missed and CJ failed to mention about "ALL WALLS" (no walls
  were painted in this room) not painted in the great room and the other
  kick out diverter missing on the extra garage.

  ***You are claiming insurance fraud occurred on my end? You are the policyholder who received the money and did not have said work done. That was your choice. The kick-out diverter for the last time, was installed during the roof installation. Upon you changing your mind on flashing that you agreed to and signed on was completed, we should have charged you for the second trip out and removal and re-installation of new flashing. The single kick-out diverter on the rear was missed as it was a single crew member and not full production team. I have said this multiple times that it is a simple 3 minute fix, and offered that it be done yet again in which you denied us to any further work. That is far from fraud, it is simply you denying us the work to fix it and then alleging that we did something wrong. ALL WALLS, was originally estimated as the spot you pointed out to me and the insurance adjuster as water damage was caused from a roof leak. Upon inspecting it, it was found that it was simply paint that a previous contractor or homeowner who did the job smudged between the ceiling and wall.
  
  
  In CJ's last
  response prior to the response he just did he states "we have gone above
  and beyond for this homeowner as we do for everyone", if CJ went above
  and beyond he would listen to his customers and know we didn't have
  interior leaking when it rains as stated in his message before this one.
  Our home had interior leaking at the front corner of the house when ice
  builds up there and the leaking occurs when the ice starts to melt
  causing the liquid to come to the top of the ice causing the liquid to
  leaking into the house. So we won't know if we have zero issues until
  winter and ice piles on the gutter in that location again.

  ***You absolutely told both me and Ryan that the office leak was due to the rain you had prior to us coming out and that it damaged the ceiling and floor. Upon tearing off the old roof, our crew lead even explained why you had this issue and we did in fact put correct step flashing and IWS in this area to prevent it in the future. You were shown and explained in person what was done by myself, salesman, and crew lead. Further more, you just admitted to being wrong on this issue as ice forming on the gutter cannot possibly cause  the damage in the area of your home where it occurred. The damage came from much higher on the roof line and was against the brick wall no where near the gutter line.***
  
  
  The
  deck issue we have touched on in many prior messages with the BBB.
  Please see previous messages and yes ***** ************** crew caused
  the damages as seen by many others as caused by a tarp being drug across
  with shingles, roofing nails, etc. And I want to add I did NOT deny
  them replacing the boards I simply stated we want them to replace all
  the boards they damaged not just the deep scratches and if there was
  fading and the deck didn't match I asked what CJ's next step would be to
  make the composite deck match how it was before the damages were done
  and CJ couldn't answer that question. I was also in contact with Home
  Depot through this whole process of CJ talking about ordering boards and
  everytime I called they stated there was no notes in there computer and
  no boards of our color composite ordered.

  ***For the last time regarding the deck, it is a construction demo job. This is how every roof is removed and replaced. We put down protective tarps to help prevent damages and yes a few boards were damaged. I have offered to repair, replace, or give you money back on this in which all three solutions were denied by you. You are wanting a whole deck over 10-12 boards that were caused by us. What question could i not answer? I have answered each and every question or concern regarding this matter. I explained that the manufacturer carries a 10 year fade resistance warranty on this product in case of them not matching, it would fall to them to handle. However, when i simply took a cleaning rag to the boards, they have ZERO fading issues. Your deck is an exterior product which sees dirt, debris, foot traffic, multiple animals, weather, and patio furniture. We simply cannot be blamed for every single imperfection after our work, when ive pointed out causes done from the original install, obvious furniture damage, and how the boards are sold off the shelf from the store you purchased them from. No notes in the computer because as ive explained to you, i needed the P.O. # for your order. There was never anything ordered because you denied the offer for this claiming the boards would not match and you didnt want a couple boards replaced, you want your whole deck re-done. Furthermore on this point, i have had a third party contractor that solely installs composite decking systems and he agrees that outside of the damage that i have already admitted to and offered various solutions for, that the other imperfections are not caused by the work we performed. Lastly on the deck issue, ****** alleges that i would not give her my insurance info. This is false as what she was DEMANDING is that i open a claim against my insurance for her to get a whole new deck over a few scratched boards. Despite being advised by my attorney against this, i offered this as a fourth and final solution in which she yet again denied. I simply told her that upon collection of the remaining money, the adjuster would be out to review the damages and it would be between her and them for the solution. I submitted all info and pictures to my insurance company in order to help speed up this resolution but as mentioned, ****** turned this down as well.***
  
  
  Gutters were
  mentioned in prior message threads with the BBB so please feel free to
  read that information and please feel free to also read all the prior
  messages on the gutter spikes. I have time stamped pictures of the day
  CJ was at the house and didn't hammer in the gutter spikes and those are
  the same gutter spikes are not hammered in today. If you would like a
  picture today with the time stamp pictures to show they are the same
  gutter spikes please let me know.

  ***We also have pictures of this being done, the same day the flashing was painted, as well as the salesman witnessing this while holding the ladder i used to perform the work myself.***
  
  
  The flashing was only done
  twice not 3 times. First was a cheap fix that was put over the flashing
  that was there. Second was the removal and replace that *****
  ************ ***** should have done the first time according to the
  project report that we paid for.

  ***Flashing was inspected, and done correctly not cheaply. We even presented a mock up prior to installing the flashing to ****** which she loved and agreed to it. Upon properly installing the flashing, we had to cut a small line through the brick that the top of the flashing will sit in to avoid any water getting in behind it. Roughly two days went by and she claims her husband hated it and we explained that upon removing it now, what it would look like. She elected to have it re-done anyway and we came back out to remove and install new flashing again. It was also explained to ****** that there are different flashing. We installed base flashing, step flashing, and the counter flashing that is visible. The third time is having to come back out after she had selected black flashing to match the black shingles, to paint the flashing to match the previous color. This was all done again without charge.***
  
  
  The painting was not done
  correctly in the office and CJ wouldn't know because again he wasn't at
  our home while this work was performed. *****’s crew painted my garage
  after the office and that's where *****’s crewmember stated he only
  paints one coat which verified what I saw in the office of the ceiling
  only painted one coat.

  ***A blatant lie as i was present during this work. You even claimed that you could see the water stain coming through the ceiling still and personally showed me and the crew. Again having to explain that the paint was still wet on the SECOND coat and spot seal/ stain blocker, it needed to dry. Once it was dry, the room is perfect. In regards to the "only one coat" claim this has been explained numerous times. The first coat was sealed and texture with a base coat of paint. In good faith we even upgraded the paint and changed the color from white to grey and applied another two coats to the garage portion. That makes it a total of 3 coats of paint during our work being performed in which only two coats were billed for. ***
  
  
  The garage got a third coat because
  the crewmember painted ceiling paint on the ceiling and walls in the
  garage (which CJ keeps stating was a basecoat). The crewmember knocked
  on the door to tell me he was done and I said we paid for two coats per
  the project report as I still saw our previous tan paint showing through
  and that's where he stated he only does one coat. I right away got in
  touch with CJ and our customer rep and that's how 2 coats of grey got
  put on. In this part of ** ********** response in his message prior CJ
  does back up what I wrote in my prior message about the basecoat being
  used by ******* crew being white and that's the paint that was shown on
  the bengal sign that CJ originally said wasn't caused by them.

  ***base coat is what is used for the mud and texture which was applied to the ceiling. They did not use this on the wall in the area of where the bengals sign was hung.***
  
  
  Again
  I am not lying about the wood and I would be happy to give further
  contact to the painting guy we used for further proof on this. We have
  so much damage to our home beyond what we stated until the attorneys
  were present so we could show we are picking and choicing what's more
  important to us that we would like ***** ************ ***** to own up to
  and fix with the damage they caused. The door was not scratched by a
  dog and if you saw the scratches you could see a dog wouldn't do the
  scratches shown. Along with the scratches on the glass you can also see
  black from the shingles on the door below the scratches which makes it
  even harder to deny that ***** ************** Crew did it.

  ***You're attempting to tell me that your fascia wood was new installed? That means that your gutters were removed, new wood installed, painted, then gutters re-installed using the same spikes, then painted? I would love to see this because we have photos proving this incorrect. Your gutters were original to the home, simply painted over in place. This can be seen in various photos prior to any of our work being performed. It was also shown to you during our initial inspection that you have rotten wood in areas of the home. Also pointed out to the attorney was after the new run of gutters were installed (free of charge) you can clearly see the difference in paint from where the old gutter was sloped (incorrectly/ already sagging) vs where they are sloped properly now. Black from the shingles is simply tar, and is easily removed. You didnt present this to us for months until the attorneys were there for a walk through, and it wasnt noticed by anyone while we were in that exact area for over three hours, which makes it very hard to believe it was done by us and just now being brought up. Your door sits under a decent size soffit which overhangs this area and doesnt allow for shingles to hit the door. We have not, and will not deny anything that is caused by our work, i do however deny the multiple damages that are being alleged caused by us. ****

  ***To wrap this up, we have fixed any issues brought to our attention that were caused by our work or crews. We have taken care of multiple problems that were not caused by us FREE OF CHARGE in good faith to have a great working relationship with the homeowner. We have offered multiple solutions to issues in which the homeowner denied each solution. We have offered to come back to fix issues that are just now being brought to our attention and were denied this as well. It should also be noted that we stand behind our work, warranty that work and ****** could have simply reached out to discuss these issues with us, yet elected to make wild accusations against us to the BBB and google. ***
  
  
  Thank
  you for taking the time to read through all the messages and I hope I
  painted a picture that shows I have been truthful and had backing to
  everything I have stated. Also thanks for helping guide me through the
  process with my many questions since i have never had to deal with the
  BBB before, you all have been amazing and great customer service. Again
  please let me know if you need anything further from me.

  Customer Answer

  Date: 10/04/2023

  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.

   

  As shown again ** ******** went back on his word. In his previous message before the message he just sent he states "this will be my final address", again he did something different than what he stated  adding more truth to what i have been stating in many of the messages i have sent in to the BBB.
  
  
  Regards,
  
  
  
  ****** ******