Complaints

This profile includes complaints for Feazel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Feazel

  7895 Walton Pkwy New Albany, OH 43054-8482

  
• 

  Shanco

  7404 Lindbergh Dr. Gaithersburg, MD 20879

• 

  Shanco

  8350 Terminal Rd. Suite A Lorton, VA 22079

• 

  Feazel

  1416 44th St. SW Wyoming, MI 49509

• 

  Music City Roofers, LLC

  2617 Grissom Drive Nashville, TN 37204

  

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:05/04/2023

  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.

  Roof inspection COST ME INCREASE OF $180/Year for the next FIVE years --- after Feazel required me to get a SECOND inspection from my Insurance carrier (**** - whom I trust and love). No one from FEAZEL told me that filing a claim (never dealt with a claim) that my insurance would increase! They owe me the amount of my insurance increase!! Tried to call to explain and I have heard nothing back from them. Go figure. They could make it right by me, by paying my increase and for the next customer, tell them how this could affect their yearly premium! They are nothing but STORM CHASING CROOKS! Beware!!!!

  

  Business Response

  Date: 05/05/2023

  Thank you for your feedback.  We take the quality of our work very seriously and are working with our team to discuss this further.  One of the team members will be reaching out to you shortly.  Again, thank you.

• Initial Complaint

  Date:04/08/2023

  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.

  Feazel was contacted in June 2022 regarding roof damage, a water leak, and the possibility of replacing the roof. The sales associate has rarely answered or returned phone calls and has rarely followed through with promises to email shingle reports and next steps to schedule a roof installation. When we have called the company directly, management is always "in a meeting" and will "be given a note to call us back ASAP" which they haven't done. The roof unexpectedly leaked with the most recent storm, and my toddler didn't realize it, slipped and bumped his head. It was only then that the company sent a tech out to place a tarp on the roof. We have also been told someone who schedules roof installation would call us within 24-48 hours...and it's been 2 weeks with no communication. This company is extremely unprofessional.

  

  Business Response

  Date: 04/10/2023

  Thank you for providing your feedback and letting us know about this issue.  We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interactions with us.  Please know that we are working on this and will have a member of our team be reaching out to you soon.  Thank you.

  Customer Answer

  Date: 04/10/2023

  I accept the business's response to resolve this complaint, as we have reached out to other companies for our roofing needs.
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/22/2022

  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.

  December 14, 2015
  Feazel replaced the roof on our house with 10 year warranty.
  We had several complaints that work was not done correctly. Flashing in the garage around the chimney was leaking. They re-sealed the flashing. We had black mold problems in that area. Some remediation drywall work was done by a contractor sent by Feazel. The contractor simply started to skim-coat over the black mold. After delays, we just did the black mold remediation and fixed the drywall ourselves.
  We complained about a leak over the living area within months after roof installation. There were new water stains. Feazel re-worked the area that was leaking more than once. We called several times about the problem in that area of the ceiling. After several phone calls, Feazel stopped returning our calls. We have been given the "run-around" by Feazel over our issues for years.
  Less than 7 years after installation, we have a failure of the roof in the same area that we had earlier complained about. The roof shingles are buckling and not flat. The roof is sagging between the joists in that area. On November 4, 2022, Feazel came out and inspected the area. The sheathing has rotted in that area and there is black mold on the sheathing.
  The area in question is over a cathedral ceiling. Feazel is claiming that due to lack of ventilation over the cathedral ceiling, there is moisture accumulation. We find that impossible to believe. The 20-year old roof that they replaced never had any moisture issues, including the area in question. In addition, there are no apparent problems with the roof over the rest of the cathedral ceiling.
  Feazel tried high-pressure tactics over the phone with my wife to make an instant decision about any work to be done. My wife told them to send an email to us explaining what needs to be done. It's been several days and there has been no email from Feazel.
  We have lost trust with Feazel and the quality of their work. Any work to be done will be performed by someone else.

  

  Business Response

  Date: 11/23/2022

  Our sincere apologies for these issues you have had and are experiencing.  We are reaching out to the correct teams and will provide a status to you with the updates as quickly as possible.

  Customer Answer

  Date: 11/28/2022

  Another company worked on the roof. When the shingles were removed, it was very obvious that there was water damage due to improper installation. The sheathing was disintegrating and sagging. The straight edge shows how much it was sagging due to water damage. I have multiple pictures documenting the damage. I'm attaching a picture to illustrate the damage. The roof was less than 7 years old and we complained about a leak in this area within months after installation.

  
  In addition, there is another area with damage caused by improper installation. Not quite as bad as this area.
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 12/01/2022

  Mr. & Mrs. ***** I just left you a voice mail. I am responding to your note from today saying that we will have our Production Manager reach out to you today by 3:00 pm.

  Customer Answer

  Date: 12/02/2022

  I talked with Ricky S****** ** ** **********, in the afternoon of Thursday, December 1.
  We came to an initial agreement to the resolution of my complaint.
  I am replying to keep the case open until the resolution of my issue is complete.

  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:08/10/2022

  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 21 and 22 June 2022 Feazel Inc. replaced my home roof and the roof on the shed in my backyard. On 30 June 2022, I received payment confirmation from Feazel Inc. that they received the final payment I sent them. Feazel (according to their literature they provided me) is to do a Quality Control Inspection after the roof replacement is done. Feazel Inc. (again according to the literature I was provided) is also to provide their written Feazel Residential Roof Warranty to the homeowner. Nothing has been done since the roof replacement to schedule the inspections and/or send me a copy of the roof warranty. I have emailed Feazel employees (Amber T**** ((28 June 2022)) and Matt M*** on 22July 2022 and 10 August 2022) at Feazel Inc.

  

  Business Response

  Date: 09/16/2022

  Since the original complaint was filed, we have made arrangements with the homeowner to conduct a final, in-person inspection. At that time, we will also be providing the customer with warranty information. We apologize for any inconvenience and seek a satisfactory resolution. 

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  
  
  I accept the business's response however; Do Not Close Out the complaint until I get back to you.

  I will get back to you after Feazel has actually done the roof inspections on my house and shed. Second, and most importantly Feazel provides me with Feazel's Residential Homeowner's warranty for my house roof and shed roof.  Third, they provide me with the warranty for my house roof and shed roof from the shingle manufacturer GAF (Timberline HDZ shingles and roof components Feazel installed.) 

  Feazel is scheduled to do the inspection and provide me with the warranties on 23 September 2022 at 5:00 P.M.

  Thank you,

  
  
  ****** ******

  

  Business Response

  Date: 09/29/2022

  Homeowner was met on 9/23, QCI performed and the roof was determined that is was correctly installed per manufacturers specification. All warranty's have been provided to the homeowner. The GAF warranty is filed and the actual warranty will be sent directly to the homeowner in 3-4 weeks from GAF.  We provided to the homeowner the receipt of the GAF warranty being filed with the warranty #. We sincerely hope that this resolves the issues.  Thank you so much.

  Customer Answer

  Date: 10/03/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/08/2022

  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.

  6-24-22 Feazel came out & did a quote & took a deposit of $3,000 Total quote was $5,000. Balance was $2,000.
  I was told by T J J******, that they would get back to me in 5-10 business days. It took them until 7-21-22 to get back to me. I was living with a bad leak all this time. T J J****** told me he filed for the permit, But he really had not filed for it I found out on 7-18-22. He finally received it 7-21-22. They finished the job on 7-29-22.
  I want a discount of $2,000 for him lying about the permit & not filing for it when he said he did which made the
  the job taking so long & causing the drywall inside from the leak to be ruined is continuing to be ruined & eventually will grow mold. I want them to send out someone in drywall to fix this ruined drywall.

  

  Business Response

  Date: 09/26/2022

  We apologize to the customer for any elongated delays and/or failures to communicate regarding the timeline of her project. We are planning on reaching out to the customer and scheduling an additional time to inspect and address the issues mentioned in the complaint. 

• Initial Complaint

  Date:07/16/2022

  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.

  Contracted roof, siding, gutter, siding, facia replacement over two years ago. Job still not done. Illegal immigrants did shotty work, urinated on my property, project managers were oblivious, they try to pass off the shitty job on manufacturing defects, the CEO (Ross A********) said explicitly in a phone conversation with me that he’s playing poker and does not show his cards, he’s not reported on GAF manufacture defects although multiple high up officials said that was the problem. He thinks he’s super cool and wants to trash a customer. I’ve paid over $30k and the job is still pending after we years and crews are unskilled and not managed properly by feazel leadership.

  

  Business Response

  Date: 08/02/2022

  We installed a roof and siding for the customer. The siding had a punch-list, an itemized breakdown, of what needed to be done for full project completion. We made numerous attempts to complete the siding punch-list to the satisfaction of the customer. The customer decided that he would prefer the work be completed by another company, to which we agreed. We simply asked him to collect estimates from another company in order to do so; months passed and the customer has failed to collect any other estimates for the aforementioned work. We've had multiple conversations urging him to collect estimates to no avail. At this point, we are happy to refund 100% of his money so long as he agrees to no additional contact or level of responsibility with our company. 

   

  Customer Answer

  Date: 08/05/2022

  I am rejecting this response because: This is a total lie. Straight from Ross A******** and Matt S*****. They have sent project managers out to complete a short list (very short) of punch items. However, each time the work has been worse than the original faulty work that caused a complaint. Horrible craftsmanship all around. Hence, my AG/BBB complaints…for lack of performance from feazel all around. Promises unkept are at the center of the situation. Also, lies like this. I’ve been told by PMs, VPs, and CEOs dating as far back to November of 2021 that there is a manufacturer defect with the shingles that were used on my roof. Yet, somehow nine months later, they’re still saying that they’re waiting on the manufacturer to confirm that, and place the blame on me for delaying. Further, proof that the delay is not because of me is that feazel took nearly two years to do the contracted work (albeit shoddy) and took their merry time expecting me to be patient, and now place blame on a customer, just like normal as I have spoken with plenty of other customers that share the same experiences as I. Had they done the job in a timely manner, the correct way, and not placed blame on suppliers, manufactures, schedulers/planners/estimators (like PMs and internal employees have conveyed to me), we wouldn’t be here. Ross is 100% wrong in saying that I have not solicited quotes. He’s also wrong about the interpretation of our phone conversation where he promised to report on manufacture defect findings as he also agreed that my roof would be replaced at no cost due to said expected findings. That was months ago. Then, he lies, deflects, and holds that info hostage and says it’s because I OWE HIM quotes for cost to fix their lack of performance. All the while, he initiates my warranty unbeknownst to me, even though the job is incomplete. I believe the damage to my roof is due to feazel crews working on my roof after it was replaced and their tools, equipment, debris from demo of siding and grinding it into shingles while walking on it. Initiating the warranty for claim and not telling me, not advising findings of said manufacturer defects for nine months, in an effort to make a warranty claim for roof replacement instead of other options, indicates deceit, further lack of performance, and potential fraud. In addition, feazel siding crews put holes in the side of my house during demo, never replaced damaged materials, leaving holes, and just covered up with incorrectly installed housewrap. Ross gave me his opinion that he “wouldn’t worry about that if he were me.” I do not believe that and do not appreciate his ivory tower opinion to his customer as a CEO with vested company interest. If it is ok to just leave holes in the side of our homes, why do we have doors, windows, insulation, siding, or even walls for that matter? Last, I’m confused as to the disputed amount listed in this complaint. It says ‘4000.0000.’ Not familiar with that number. Due to damage incurred beyond contracted work, exceptionally poor performance, delays in completing work, and increased costs of materials and labor in the current market, it may be best to seek legal resolution since feazel wants to continue this ridiculous charade. I have communication with feazel employees, over 300 pictures/videos, and industry expert findings to support the above information beyond any doubt. 
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 08/29/2022

  In an effort to resolve this amicably, we will credit any balance on the account, and no additional invoices are forthcoming. Additionally, we will refund $24,473.31 to the customer. We have registered the roof warranty with the shingle manufacturer, and will be happy to introduce the customer to a local rep for said company in order to pursue a warranty claim on his own. In order to memorialize the details of the agreement, we will provide a simple release document once the terms have been agreed to in principal. We are very sorry that we were not able to satisfy the consumer. 

  Customer Answer

  Date: 09/13/2022

  They did damage to my house while supposedly fixing it. Additionally, the roof job is not and has not been completed and they executed the warranty and are trying to make me submit a claim. It’s not my responsibility. I don’t work for them. Also, they started the job over two years ago and have strung me along the whole way and now the cost of the job has increased after I’ve paid them. To have it redone, costs me more as a direct result of their lack of performance. I originally sent a complaint to the attorney general and they forwarded to BBB for handling.