Complaints

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

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  Buzzline Roofing

  2585 Roosevelt Blvd Ste A1 Eugene, OR 97402-2554

  
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  Buzzline Roofing

  Eugene, OR 97402-2554

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:10/11/2024

  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.

  Work they did on my roof has caused more problems than what I started with. Tried for months to work with person and cannot come to an agreement. I have other people who say my grievances are legit. Was just told will have to go to court.

  

  Business Response

  Date: 11/07/2024

  
  To Whom It May Concern,
  We are writing in response to the complaint filed with the Better Business Bureau. We take customer concerns seriously, but it is important to address the facts and provide context regarding this situation.
  Project Completion and Initial Disputes
  The roofing project in question was completed in 2022. During the project, there were some disagreements regarding certain charges. Specifically,the customer disputed the cost of dry rot replacement and the labor involved in removing an additional layer of felt that was discovered as part of the roof structure.
  It is important to note that these charges were both contractual and fair, as they were required due to the unforeseen conditions discovered during the project. The cost for replacing dry rot and the extra labor for removing the additional layer of felt were clearly outlined in the contract and agreed upon by the customer at the time of signing.
  However, in an effort to resolve the dispute and maintain goodwill, we revised the invoice and provided a credit of $841. This credit was to cover both material and labor costs that had been fairly incurred and were part of the original agreement. This adjustment was made out of good faith to ensure the customer felt heard, even though these charges were consistent with the contract terms.
  Follow-Up Issues and Inspection
  In June 2024, the customer reached out with concerns about the wood we had replaced two years ago, which had not been painted. Although our contract clearly specifies that we do not provide painting services for dry rot repairs,we chose to offer this service at no additional cost to the customer to ensure satisfaction (free labor cost: $255).
  Following this, the customer raised new complaints about water runoff from the rake edge of the roof, claiming:
  The roofers shorted the shingles, so water misses the gutter and runs along the side of the wood. I expect the whole area to be redone.
  Another problem is in the back, where your crew damaged the corner of my siding while installing the drip edge.
  We conducted a thorough inspection and found that the issues reported were unrelated to the roof installation. Specifically, we identified the following preexisting structural conditions:
  Proud Roof Line: The ridge of the roof extends approximately six inches beyond the gutter, which can cause water to overflow and miss the gutter.
  Slight Sagging: Minor sagging in the roof structure is common and can cause water to flow toward the edges, bypassing the gutter.
  Siding Issue: The siding was aged, deteriorating fiberboard, and a small piece fell off two years after the roof installation.
  These preexisting conditions were not addressed by the contract,nor by the roofing installation. A new roof serves as a weather barrier but does not correct underlying structural issues, such as sagging rafters or a proud roof line. These issues typically fall outside the scope of roofing contracts and may require additional work from a general contractor. Regarding the siding, it is common for building materials (such as siding, trim, and paint) near or on the roof to be in a state of disrepair. Our normal and competent labor near these materials can sometimes cause further deterioration.If this occurs, we typically offer repair solutions at an additional cost (time and materials).
  Efforts to Resolve the Issue
  To address the customers concerns, we returned to the property and repaired the siding at no charge (minimum service fee of $110). We also proposed a solution to address the preexisting issue of water overflowing at the rake edge. Specifically, we offered to install metal fascia boards on both the ** and NW rake edges to ensure that water would be directed into the gutters. The total cost for this work was $1,500 per rake edge, totaling $3,000. Despite this, the customer continued to communicate aggressively,including posting negative comments on social media.
  In an effort to maintain a positive relationship and resolve the situation, we agreed to provide the additional $3,000 worth of work at no charge. Unfortunately, this was met with further unreasonable demands, threats,and complaints, including new issues regarding the awning, which had been installed two years ago without any reported problems.
  Awning Reflashing and Final Resolution
  During the original project, we made a good faith effort to flash and add new brackets to the awning area, improving its condition. However, as the customer continued to make unreasonable demands for work on the awning at no charge, it became clear that their expectations exceeded what could reasonably be addressed under the terms of the original contract and our best efforts.
  At Oregon Roof Guys, we are committed to providing high standards of service and customer satisfaction. We strive for transparency and fairness in all of our dealings. Despite our extensive efforts to resolve this situation,we believe that the scope of our work and the concessions we made went far beyond what was required under the original agreement.
  Summary of ************* Provided and Offered
  To date, the customer has received the following free services, credits and offers for additional free service:
  $841: Free labor for dry rot repair and removal of two layers of felt discovered during the project (contractual and fair).
  $255: Free labor for painting dry rot areas (beyond contractual obligations).
  $110: Minimum labor fee for service to repair the preexisting issue with deteriorating siding.
  $3,000: Additional free labor (offered) to address preexisting structural issues (proposed work to install new metal fascia to improve water runoff).
  Total labor and materials provided $1206. Free labor and service offered to the customer $3000. Total offering of free labor and service to resolve preexisting issues beyond the scope of the contract: $4,206.
  This does not include the significant time spent addressing ongoing negative publicity and unreasonable communication from the customer.
  Conclusion
  We regret that the situation could not be resolved to the customers satisfaction, but we stand by the fact that we have acted professionally,reasonably, and with integrity throughout this process. Our goal is always to deliver high-quality work and address any legitimate concerns to the best of our ability.
  Thank you for your attention to this matter.