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:05/13/2025

  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.

  **** ****** the son of business owner, *****, is our neighbor and has represented himself as an employee of ***** Smith Construction and Roofing, as well as their foreman. My wife and I wanted to have a partial kitchen remodel completed, and knew that ****** dad owned the company, so we chose to try to work with them because of **** being our neighbor. We asked **** if they would be interested, he looked at our kitchen and said yes and to submit a request through their website. We submitted a request through the company portal to have the work done, which was turned down a short time later. We told **** and he said he would take care of it and that they would do the work.
  
  Through back and forth over the following weeks, we finally came up with a date of May 12th to start the work. **** told us the price would be the price of materials plus $75 per hour per employee on site, which we agreed to verbally. On May 11th **** told me via text message that the project would not start on time because of a scheduling issue. I called the office number today, to which I was told by the person who answered that **** told them that they wouldn't be taking the project. When I spoke to the them about it, I reiterated that **** had been representing himself as a member of the company for months, that his company would be doing the work, and that it would be starting today. I further reiterated that our fostering license application hinged upon this work, and she told me she would talk to the owner today and call back soon.
  
  I never received a call back.

  

  Business Response

  Date: 05/19/2025

  In response to complaint ID ********, ***** ** *****, owner of ***** ** ***** Construction & Roofing was made aware of this on 05/13/2025.  ***** then contacted Mr. ***** to see if he could rectify the situation.  Mr. ***** understandably was not interested in having ***** come and take a look at the job himself.  This was a miscommunication error throughout the office and we are very sorry this happened.  We have had an extremely busy start to our season and apologize that this slipped through the cracks somehow.  We always try to get back to our customers as quickly as possible and will continue to try and improve with our communication and services.  We have been in business for over 30 years and a proud member of the BBB for over 17 years.  We would like to continue the relationship with the Better Business Bureau and our A+ rating.  We understand the frustration and would like to offer our sincere apologies for this situation.  Please let us know if there is anything else we can do.  Thank you.  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is noted that multiple calls and attempts to contact the business were made before contacting the BBB, which went unreturned. In my opinion, it was the BBB complaint that coerced the call from the owner, which I noted in the telephone call and the owner did not dispute at the time. 

  While he apologized several times, the owner did not say he would get the issue right or get out as soon as possible to make sure to resolve the issue and perform the work promised by his son. Instead, the owner placed the burden on continuation of business with us, asking if we wanted them to come look at the project. When it was clear that we would be starting over from scratch I told them no. 

  The response was unsatisfactory, as was the professionalism of his staff.

  
  
  
  Sincerely,
  
  
  
  ****** *****