Complaints

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

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  MHI Roofing

  300 Mount Lebanon Blvd Ste 225-A Pittsburgh, PA 15234-1509

• 

  MHI Roofing

  314B Moon Clinton Rd Coraopolis, PA 15108-2432

• 

  MHI Roofing WV

  1251 Canyon Rd Ste 4 Morgantown, WV 26508

  

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:07/17/2024

  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.

  In May of 2024, MHI Roofing replaced my roof. It went relatively smoothly, but there was some resulting damage to my property.
  
  I contacted MHI main office about the damage, and they sent a repair person in early June.
  
  This repair person replaced my metal window screen with mesh. Although I didn't want the inferior replacement material, the repair person had already dismantled the frame and told me that he couldn't get black metal to replace the existing screen; I felt pressured to
  accept the mesh.
  
  There was other damage that he could not fix: a long, deep scratch in my Trex decking (which he said looked like the crew dragged a bag of garbage with a nail protruding), and a deep gouge in my driveway from the dumpster. The repair person said the office would get back to me. To date, they never have.
  
  In addition, I was promised paperwork to submit for tax credit yet have never received.
  
  I have texted the representative (Zach S******* and texted (and emailed) the office representative (Christy B******* several times in the past 1 1/2 months but have received absolutely no response.

  Business Response

  Date: 07/17/2024

  We received this complaint this morning and launched and internal review immediately, as this response time to address a customer issue is not the norm for our business nor a practice we would permit. We discovered an issue within our system in which our team was not receiving alerts to text message responses. Our Operations Manager has immediately reached out to the customer with the information that she requested, as well as to offer a credit payment. Though we do stand by our original work and repair, we do want to make this right with the customer and have reached out this afternoon. Thank you.  

  Customer Answer

  Date: 07/17/2024

  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, details of the offer I reviewed appear below.
  
  
  The company offered a credit of $25; however given that there is approximately 16 square feet if damage, and Trex estimates a cost of $15-30 square foot for materials (the high-end requiring subflooring,  which is not needed), the estimated cost to repair (including handyman costs) is approximately $450-500.

  Please see attached photos of damage and Trex site.

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

  Business Response

  Date: 07/18/2024

  Hello,

  Thank you for your quick review and response and for sending additional detail and photos of the deck. We agree to revise our original credit from $250 to $500. We are also happy to send someone to inspect the clogged gutter. We did send an email through our company portal with this information as well, so please feel free to respond there with the best dates/times that will work for you for this inspection, and we will get that scheduled ASAP. 

  Thank you for all of the additional information that you provided. We have taken all of your feedback and will address internally. 

   

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/02/2023

  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.

  MHI Roofing @ 126 Sygan Rd., McDonald, Pa. 15057. I left a review approximately one month ago on the BBB website, but nobody ever replied. Approximately 9/2/23. The Sygan Road address is no longer an option on the BBB site, which is suspicious. MHI was contracted to complete a roof, siding on one side of my house, gutters, exterior window trim and three windows after a hail storm on 11/27/22. While they replaced the roof, gutters, siding and windows, they installed the old window trim. After complaining, they came back and washed it. This was 1200 dollars that was approved by insurance that they didn’t replace, even though it was in the contract. They damaged a hot tub cover, 500 dollars, and a smoker cover, 180 dollars. We have tried repeatedly to contact them. My insurance adjuster has also tried to contact them to come to a resolution, but we have had no success.

  Business Response

  Date: 10/03/2023

  Response to the BBB complaint:
  
  To whom it may concern at the Better Business Bureau,
  
  We at MHI Roofing acknowledge the receipt of the complaint dated approximately 10/2/23 regarding services rendered at the address provided. While we aim to address every customer's concern with urgency and professionalism, we would like to set the record straight concerning this matter.
  
  The primary context surrounding this complaint is that the individual has outstanding invoices amounting to close to $20,000 which have not been settled despite repeated reminders. It's essential to approach the concerns raised with this understanding.
  
  Regarding the specific claims:
  
  1. **Address on BBB Site**: The update in our address listing is a change in our physical office location. Our 126 Sygan address is still an operating address for our warehouse. We moved our office operations to Bethel Park area. The proper thing to do is to update your office address when you move offices. There is no malice or intent to deceive the client with this change.
   
  2. **Window Trim**: We acted in good faith and adhered to the terms of our contract. The decision to wash the window trim instead of replacing it was based on a professional assessment, deeming it to be the most suitable action at that time.
  
  3. **Damaged Items**: We have not been presented with any conclusive evidence that ties the damages directly to our operations. It's crucial to substantiate such claims with factual proof to ensure fairness. This is the first time we have heard about any of these damages
  
  4. **Communication**: We always endeavor to maintain open lines of communication with our clients. It's possible that our lines might have been congested, or there could have been other unforeseen communication barriers.
  
  We remain committed to our values of integrity and professionalism. We invite the complainant to resolve their outstanding payment so that we can address and potentially rectify any genuine concerns in a constructive and cooperative manner.
  
  Thank you for your attention to this matter.
  
  Also in response to the claim that we did not respond to the previous review.  here is our response on 9/15:
  Dear ******* We are deeply concerned about the review you recently posted regarding your experience with Meredith Home Improvements (MHI). We would like to address the issues you've raised in your review and provide some context that we believe is essential for a fair assessment of the situation. First and foremost, we want to clarify that the claims you've made in your review are entirely false and appear to be a retaliatory attempt stemming from a separate dispute regarding payment for the services we provided. We have been in full contact with you throughout the entire project, addressing any concerns or issues promptly and professionally. Regarding the exterior window trim replacement, our team followed the contract and insurance estimate specifications diligently. If there was any discrepancy or misunderstanding, we would have been more than willing to rectify the situation had you reached out to us directly. Instead, we were surprised to discover this complaint through an online review rather than through the proper channels. As for the alleged damage to your hot tub cover, smoker cover, siding, and vehicles, we have no records of any such incidents occurring during our work on your property. Our crew takes great care to ensure the safety of your property and possessions during construction, and we have not received any reports or requests for repair related to these issues from you until now. It's also important to mention that your claim of us being unresponsive is inaccurate. We have a documented record of communication with you through email and phone, addressing any questions or concerns you may have had. Additionally, your assertion that we failed to respond to your insurance adjuster is simply untrue. We have a longstanding history of working cooperatively with insurance adjusters to ensure that our clients receive the maximum benefits to which they are entitled. We understand that misunderstandings can occur, and we genuinely regret any dissatisfaction you may have experienced. However, we urge you to consider the accuracy of your claims and the timing of this review, which coincides with the dispute over payment for our services. We remain committed to resolving any legitimate concerns or issues you may have and encourage you to contact our office directly to address them. At MHI, we take great pride in our work, and customer satisfaction is of utmost importance to us. We value your feedback and will continue to strive for excellence in serving our customers. Sincerely, Meredith Home Improvements (MHI)
  Submitted: 09/15/2023

  Customer Answer

  Date: 10/08/2023

  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, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  The response by MHI is complete rubbish! We have made several attempts to let them know our issues via several calls and numerous emails - which we have everyone of them saved along with pictures of the way MHI treated our property! Basically, all of the evidence one would need to substantiate our claims. We also spoke to our Salesman Cam and even had him show up to the house eventually to go over the issues. To say that the filing of the complaint is the first time that MHI is hearing about the hot tub and smoker cover damage is just plain b.s., and they know it. This response by MHI is an attempt to put blame on us for not paying the final invoice- another false claim because it just isn't true. If they would actually read their emails they will see that my husband stated that he wanted to resolve the outstanding issues so we could pay the invoice and move on. They tried to cheap out and use materials that were subpar to the materials originally installed on our home more than likely because they were more expensive than the stock brand that they carry. They love to make reference to the items that are stated in the contract as being what they are held to. Well, the window trim that they neglected to replace ( they used their professional judgement and decided to just wash the old material I am guessing because of the expense) was in the contract for a cost of approximately $2300 which was included in the price of the job. I am pretty sure that billing for work that was not completed may be some sort of fraud. Besides, we all know that they certainly stick to their contract when asked about work that was on the insurance estimate but not included in the contract. Well the window trims were in the contract. 

  We decided to go with MHI because they were a local company and not a group of storm chasers like most of the companies that came to our town following the hail storm. The sales representative came into our home and sold us on a true family run business that was here to help us get our home back to the state it was in before the storm. Turns out that we have received the same type of service that many of our neighbors and friends have had to deal with as a result of storm chasers. Filing a complaint with the BBB was the last thing that I ever wanted to do. Nobody at MHI cared enough to address and help resolve our issues prior to this complaint being filed.

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

  Business Response

  Date: 10/10/2023

  Dear ****** *******
  
  We have received your response, and we appreciate your candid feedback regarding your experience with MHI. We want to address the concerns you've raised..
  
  We understand your concerns, we want to assure you that we are committed to addressing the issues you've raised. We will carefully review the evidence you've provided and assess the situation impartially. Our aim is to find an appropriate resolution to the outstanding matters and ensure that you receive the level of service and quality workmanship you expected when choosing MHI.
  
  Rest assured that we take your feedback seriously, and we will work diligently to address your concerns without offering any apologies. We appreciate your business and the opportunity to rectify this situation.
  

  Customer Answer

  Date: 10/10/2023

  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, details of the offer I reviewed appear below.
  
  
  

  I am accepting MHI’s offer to work with us in order to rectify the situation in a fair and impartial manner.  I expect to hear from a representative from MHI who has the authority to make a decision in order to resolve this matter in a timely manner.  
  
  Thank you,
  ****** ******

   

  
  
  

• Initial Complaint

  Date:09/29/2023

  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.

  MHI Roofing came out and replaced our roof on 8.1.2023. They did a good job, finished the roof. We ordered a custom color (green) for our Facia in July. We were told it would take 3-4 weeks for the color to come in. On August 21st we were told that they would be installing the gutters, soffit and facia this week. On August 24th they arrived with gutters and soffit, no Facia, workers said they weren't given the facia. The one worker drove around to businesses looking for WHITE facia. They found it with my husband's help at ********** Now, why do you show up to do the work if you don't have our custom color, when we were told that it was in? So, they put up the WHITE facia, fine
  After inspecting their work with Jethro, they left two holes and matched existing green facia with white. No problem, Jethro said they would be back out to fix.
  Received a call on 9.22 from Christy they would be out next week to fix, no show. Had to call them on 9.29, Christy said lots of call off, sick employees. They will be out October 4th.
  Now they want to charge us for a complete roll of Facia to fix their mistake bumping the existing green to the white, $525. I'm not paying them anymore money. If anything, they should give us a discount for the inconvenience they have caused.
  Their communication stinks, we always have to call them and then we get some story why they did not show up.
  First, they have the green facia that we ordered, then they don't. So, we use the white, they leave holes and bump white to existing green. Shotty work and NO communication with us. I'm not paying for any additional material they bring in. This was their error for not ordering and communicating correctly to their employees.
  It is now OCTOBER, cold weather is upon us, and animals are going to get into the holes. I'm tired of the run around with them.
  Two very unhappy homeowners, getting the run around, because we are nice! We want the repairs completed and a discount for being inconvenienced.

  Business Response

  Date: 09/29/2023

  Subject: Response to Customer Complaint - MHI Roofing
  
  We would like to address the complaint filed by the customer regarding their experience with MHI Roofing. We appreciate the opportunity to clarify the situation.
  
  Customer's Issue:
  The customer requested a custom color (green) for their facia, which was ordered in July. They were initially informed that it would take 3-4 weeks for the custom color to arrive. However, on August 24th, when our team arrived to install the gutters, soffit, and facia, they did not have the custom color facia available, and our workers had to search for a suitable alternative, which they found in white facia, which the homeowners agreed to at that time. The customer reported that our team left two holes and matched existing green facia with the white.
  
  Our Response:
  We acknowledge the customer's frustration and inconvenience caused by the delay in obtaining the custom color facia and the errors made during installation. We sincerely apologize for these issues and the lack of communication on our part.
  
  There were several factors that contributed to the delay and mix-up:
  1. The custom color facia was initially believed to be unavailable after we were told they had ordered it and it was in stock, but it was later located at another store a few hundred miles away, which resulted in a delay. MHI paid $500+ in shipping to get the custom color here to complete the project. The homeowner was not and will not be charged extra for this.
  2. The decision to proceed with the white facia was made in order to complete the project in a timely manner, not allow the fascia to stay exposed while we tracked down the "Myrtle" green color but we acknowledge that it was not communicated effectively to the customer.
  In response to the customer's concerns, we have taken the following actions:
  1. We have rescheduled a visit to the customer's property for October 4th, 2023, to rectify the installation issues and ensure they are fully satisfied with the work.
  2. We want to clarify that the $525.45 charge is not an additional cost for the facia; rather, it represents the 10% balance due on the original contract for punchlist items. If the customer wishes to not have us come out and fix the issue, we are prepared to credit their account $525.45, zeroing out their invoice.
  
  Regarding the customer's complaint, we appreciate their patience and understanding. We are committed to providing quality service and ensuring their satisfaction with the project upon completion. 
  
  We understand that effective communication is essential, and we apologize for any lapses in this regard. Our team is actively working to improve communication with the customer and address their concerns promptly.
  
  We value our customers and aim to resolve this matter to their satisfaction. We are dedicated to delivering the quality service they deserve, and we appreciate their continued trust in MHI Roofing.

  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, details of the offer I reviewed appear below.
  
  
  

  This is our rebuttal to our rejection of MHI Roofing response.
  
  

  • Green fascia was ordered around mid-July
    

  • They didn’t “find” *********, they had never heard of the place. We mentioned ********* to the installers the day they showed up with no fascia to do the job. Their building supplier ABC “did not have what they needed” 

  • The installers never mentioned that they were installing white fascia, and they never mentioned that they were replacing the green with white. We were never told and NEVER agreed to the color change. Our fascia was to be green. Someone took it upon themselves to change from green to white.
    

  • Fascia, holes (2), and drip edge need attention. They left it as is without completing correctly. Who leaves holes(s) so that animals can get in on new roof, gutter, soffit, and fascia replacement?
    
  • Should items that were to be completed initially and done wrong be part of the punch list?
    
  • Should the homeowner be charged for work not completed correctly?
    
  • Talked to Christy on September 22nd and was told they would be here the following week. However, they did not show up, no call. We called September 29th to inquire where they were.
    
  • Almost every time it was the homeowner calling MHI for updates on the fascia.  Not very professional
    
  • MHI was to show up today, Oct 4th, received a text message at 10:59 am today that they were rescheduling for tomorrow the 5th. We should have been told the day before that they were not coming. Not very professional
     
    We would like the holes (2), fascia and drip edge issues resolved in a timely manner with no additional cost to us. Since they were part of the initial bid, these should not be considered “punch list” items
    
    Seems to us that we are being charged in a round about way for the fascia shipping costs that they incurred.
    
    Thank you for your time,
    **** *** **** *********

  Business Response

  Date: 10/24/2023

  Issue was resolved on the day mentioned above.

• Initial Complaint

  Date:07/31/2023

  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.

  On May 10,2023 we had MHI Roofing replace our roof. One of the workers fell through our kitchen ceiling. I have spoken with Zachery S****** as well as a man named ****** ************* ************* *everal times. Also spoke with a woman named Rema from MHI roofing ************* ************* several times as well. I keep getting put off. There was a gentleman that came to fix it on the 12th of July. It now has bubbled and is still not finished. I spoke with Rema on Friday the 28th of July and was told again that someone would be contacting me that afternoon and no one did. I’m the one reaching out to them. They are not reaching out to us. I have sent the pictures of the ceiling to Andrew with no response back. We have paid $17,877.48. I would just like to have my kitchen ceiling fixed.

  Business Response

  Date: 07/31/2023

  We spoke with the customer this morning and we have scheduled a time later this week to come look at it and repair it again. 
  We have been in communication with the homeowner. 
  

  
  

  Customer Answer

  Date: 08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/13/2023

  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.

  5/10/2023
  $3,399.90
  MHI roofing was contracted to repair a roof that was damaged in a storm in early April.
  The nature of the dispute is that MHI replaced a black section of modbit on my roof with a light brown section of roof with out consulting me. The contract is not easily understood and the salesman did not ask me if I wanted the roof colors changed. He stated that since we matched shingles he picked the matching modbit. I do not like the color. I want my roof to have the original color scheme I picked out. Also, MHI insisted on adding OSB to my roof. However, on install, the OSB board sticks out further than the original roof did. As a result, the transition between the drip edge and the flashing/siding on my house is poor and there is a gap present where you can look up and see the OBS. Work has poor visual quality from the street. For the cost of the repair, I expect better workmanship... especially from a company that has 44 years in business.
  MHI has said they will come out to discuss with me. However, trust has been breached in this relationship. I do not trust they will do what they say they will do. All my calls (to all the business phone numbers) bounce to the salesman who occasionally answers his phone. His mailbox is full and he once went a whole week without answering my calls or texts. Communication is very poor. You can only reach other individuals in the company by email. I expect better communication by a legit business. I should not always have to initiate communication to get the job completed correctly and on time. It took almost a month to get the work done and it it still not done correctly and to my satisfaction. When I called the salesman to explain why I was unsatisfied, he argued with me and made up excuses. This is not acceptable. I explained to him that he can not make color changes to my roof without consulting me. It's a repair... I expect the repair to look a close as possible to what the original roof looked like.

  Business Response

  Date: 05/14/2023

  We have an appointment scheduled for Tuesday, 5/16 morning 9am to be on site to look at the project with the customer. Our Production manager Andy has spoken to the customer 3-4 times. The need for a call back would be from our production manager who handles these situations.

  Our phone systems direct the calls to the sales rep as the main point of contact. The customer has Andy's direct cell phone number which is ************ that they have communicated on 3-4 times. 

  OSB is required for this installation to have a smooth decking service for the Self adhered 2 layer mod bit to adhere properly. 

  According to our records, the customer chose all the colors and signed off on them on the contract. 

  We will work towards an amicable resolution once we meet on site Tuesday. 

  Customer Answer

  Date: 05/15/2023

  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, details of the offer I reviewed appear below.
  
  
  

  I reject the response that MHI provided. I will meet them on Tuesday 5/16 at 9am to discuss this issue. However, I do not agree that I have spoken to Andrew 3-4 times since this issue occurred. I have attached my call records as evidence. I did speak to Andrew before the job but we did not discuss the color of the modbit. We talked about the timing of when the contractor was to arrive and the addition of drip edge. The saleman Armand R******** also did not discuss the color of the modbit when we spoke. After the job occurred, I spoke to Armand who got frustrated with me on the phone and tried to blame the issue on me. Bottom line, we never discussed the color of the modbit. We talked about the color of the shingles. He did not tell me he planned to change the color of the modbit from black to brown. Why would he do that when he has pictures of the original black roof (previously provided). After I talked to Armand, I made many attempts to contact management at MHI. All the calls bounce to Armand. (He occasionally answers the phone and his voicemail is full). Plus, after our exchange the previous day, I did not want to speak to him again. I was able to send an email to others in the organization and Andrew called me back. You can see he called me on 5/11 and left a voicemail. I returned his call later and we talked for ~3 minutes. I reject that we have spoke 3-4 times since the incident. I did attach a copy of the contract. On page 4, it shows the line item of the modbit... but it states this is a "complimentary color" and "not an exact color match" . I thought this was a generic item in the contract. I didn't know what "LIberty SBS Shakewood" was. Is it a color or a brand? When it stated it was not an exact match, I thought they would install black like what was on the original roof. Armand should have discussed this with me since he changed the color of the roof. I did not initiate this change. The contract is vague and ambiguous especially to someone who does not understand roofing terminology. Also, this response does not address the poor workmanship around the edge of the roof between the drip edge and the flashing/siding. I want to make it clear... I am not complaining about the addition of the OSB board. But I do not like how it was installed. It sticks out too far from the edge of the roof and the work to blend it in with the existing siding is poor. 

   

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

  Customer Answer

  Date: 05/16/2023

  Here are the additional attachments I would like to provide to my complaint.

  Business Response

  Date: 05/29/2023

  We met on site on May 16th at 9am to look over the issues and concerns. 
  In good faith, We offered to replace the area of concern for the customer not liking the color that was on the original contract. 
  Our last interaction was 5/18 when we sent the customer a resolution agreement that we are waiting to be signed and sent back to us. 

  (To date, 5/29) There has been no communication from the homeowner back to us to proceed with resolving the is matter. We have yet to hear back from customer as to when we can proceed. 

  Customer Answer

  Date: 06/02/2023

  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, details of the offer I reviewed appear below.
  
  
  
  In regards to the BBB complaint ********, these are the changes to the NDA my attorney is recommending (see attached) to ensure that I am not losing my rights to future complaints with the BBB should the repairs MHI not go well. Also, they should remove wording about my removal of the complaint from the BBB site. We discussed that the BBB does not allow the removal of complaints... We can only mark them as resolved. That wording opens me up to a potential lawsuit should I sign this agreement. Please communicate this to MHI roofing so they can make the edits to the proposed NDA. 
  

  
  

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

  Business Response

  Date: 06/03/2023

  Customer can communicate this to us directly instead of through BBB for this matter.

  This is the first time we have heard this from the customer.

  Please feel free to call Andy so we can discuss your concerns, the fastest way to resolve this it to communicate quickly and directly with us.

  Matter is being resolved, but without communication from the customer directly to us, it is impossible to resolve. 

  Customer Answer

  Date: 06/05/2023

  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, details of the offer I reviewed appear below.

  MHI sent me an NDA to sign as a precondition to fixing their poor work on my home. I had an attorney review the NDA and she found issues with it. I can not sign the NDA as is as it will put me in legal jeopardy without correction. It also leaves me no future recourse through the BBB. I do not trust MHI and I do not feel comfortable they correct their work and treat me fairly. I was yelled at by their salesman when I complained about the work. 

  I had their NDA reviewed by my attorney. She marked up the entire NDA and I provided the marked up copy via J******* ****** *t the BBB. The fact that MHI states they have not heard from me is false. I called Andrew and told him I was discussing the NDA with my attorney. They also recieved the copy because they exchanged emails with me on Saturday 6/3. I cc'd ******** ****** on all those exchanges. MHI should not make false statements about communication. The phone works both ways. I prefer to work with them through the BBB as it keeps them honest. They should not try to force customers to work with them around the BBB if there is an issue. 

  I also told them via email I would discuss with my attorney their request to talk directly to her. I will get back to them on this matter. If they make adjustments to their NDA to address my concerns we can possibly reach a resolution. But, I don't feel MHI is interested in compromise around minor adjustments to their NDA.

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

  Business Response

  Date: 06/06/2023

  The following information was documented on May 29th, and our last conversation with the customer took place (at that time) on May 18th. Subsequently, we received a comment through the Better Business Bureau (BBB) on June 2nd. It should be noted that there has been no misinterpretation of any information, as the entire communication thread is available for reference.
  In order to expedite the resolution process, we initiated a request outside of the BBB platform to directly engage with the customer's attorney. We have extended an offer to engage in direct discussion with the aim of promptly resolving the matter at hand.
  We have specific inquiries pertaining to the redlined agreement that was returned to us. In consideration of time constraints, we kindly request scheduling a brief call involving the customer, their attorney, and our legal team in order to address these concerns efficiently. MHI did not intend to deviate from the established BBB process or harbor any malicious intentions in seeking to work directly and expedite the proceedings.

  Customer Answer

  Date: 06/06/2023

  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, details of the offer I reviewed appear below.
  
  
  There was an accusation made that I was not communicating with MHI. That is patently false. Regardless of when my last phone conversation was with them is irrelevant. They furnished me an NDA which I had reviewed by my attorney. That is my right! That also takes time. Once my attorney responded, I sent the revised copy through ******** ****** (BBB) to share with MHI. ******** said she would furnish this information to MHI and she did so. This is communication! I know it got communicated because MHI responded to me via email. I responded to this email and cc'd ******** ****** form the BBB on this communication. This also is communication! Whether I call, email, or reply through the BBB site, this constitutes communication. Therefore, I reject the accusation. If MHI wants to call me, they have my phone number. 

  Regardless of all this, I have stated multiple times that I will discuss their request (directly with my attorney) to have their attorneys engage directly with my attorney. This will take time. If MHI wants to resolve this quickly they should come out and fix their work. I have stated I will end this dispute and not make further complaints about MHI if they fix their work. MHI is dragging this out my requiring me to sign NDAs as preconditions... especially NDAs that put me in legal jeopardy. If they want to resolve this issue quickly, I suggest MHI have my revised NDA reviewed by their attorneys and make the necessary corrections. My lawyer was fair and made sure both parties were protected. MHI needs to act fairly here and understand that I was inconvenienced here by their poor work and communication. They do not get to dictate all the timing and the conditions in which things occur. They have it in their power today to resolve this situation and they choose not to. As a result, they have to wait until I discuss with my attorney. 

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

  Business Response

  Date: 06/06/2023

  We kindly request that you take the necessary time to consult with your legal counsel before providing us with a response regarding the possibility of scheduling a meeting with us. We value your thoughtful consideration and look forward to hearing from you once you have received guidance from your attorneys.

  Customer Answer

  Date: 06/06/2023

  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, details of the offer I reviewed appear below.
  
  
  
  What does this even mean? Is this some AI drafted response? I'll respond after I speak to my attorney. Please stop sending these generic replies. If you have something meaningful to discuss, call me. I hope the BBB is documenting these generic responses. 

  ----------------------------------------------------------------------------------------

  
  Hello ********,
  
  In regards to the BBB complaint ********* I have spoken to my attorney and she is willing to speak with The MHI legal team regarding the wording in the NDA. I have asked them to propose some dates and times next week to discuss (6/12-6/16). I have added my lawyer's email to this chain. Her name is ****** *****. She is willing to set up a call via Microsoft Teams with their team if they have the capability to use this method. Please transmit this information to MHI via the BBB. Thanks.
  
  

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

  Customer Answer

  Date: 06/21/2023

  In my opinion, MHI is dragging out the resolution of this complaint. Bottom line, they should come fix their poor work. They sent me a NDA that I cannot sign because it puts me in legal jeopardy. I reviewed with my attorney. She said do not sign until they make revisions. She sent them a revised copy for their legal team to review. MHI came back and requested a meeting between our legal teams. I confirmed that my attorney is available for this. However, MHI can't give me a date/time when their legal team can meet with mine. They did send a revised copy of the NDA that my lawyer is reviewing. Long story short... This is taking too long to resolve. As a business backed by the BBB, I expect a better response from MHI on the quality of their work and better business dealings with customers. It seem to me MHI is more concerned with their reputation and BBB rating than they are with satisfied customers. This business, in my opinion, should not be backed by the BBB. 

  Business Response

  Date: 06/29/2023

  Re: Resolution of Dispute Regarding Project **** ******
  I hope this communication finds you well. I am writing to inform you that the Resolution Agreement Document concerning the aforementioned project has been duly prepared and uploaded to our secure portal. We have also forwarded a copy of the document to your registered email address for your electronic signature.
  As per the resolution process, it is imperative for the Dispute to be formally closed subsequent to your signing of the agreement and providing authorization for us to proceed with the repair work on the premises.
  For the record, MHI, maintains its stance that the project was executed in compliance with the contractual terms and conditions. It is important to emphasize that the color specification in the contract was distinctly listed as "shakewood", which had received your endorsement upon the initial signing.
  Notwithstanding the above, MHI is voluntarily undertaking the repair work as a gesture of goodwill and commitment to customer satisfaction.
  Please review the Resolution Agreement Document thoroughly. Should you have any queries or require further clarification on any aspect, do not hesitate to get in touch. We request your timely cooperation in signing and returning the document, enabling us to schedule and execute the repair work in an efficient manner.
  We appreciate your collaboration and are dedicated to resolving this matter amicably.

  Customer Answer

  Date: 06/30/2023

  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, details of the offer I reviewed appear below.
  
  
  
  I have received a copy of the NDA and will have my attorney review it prior to signing. If it is satisfactory according to her, I will sign and MHI can repair their work. 

  For the record, I maintain that the salesman, Armand R********, did not consult me prior to placing the "shakewood" SBS modbit in my contract. Any changes in the color scheme of my roof should have been discussed with me. It was a repair... which means you match the original roof as best as possible.   You don't replace a black section with brown when the rest of the roof is black. I am not a roofer. I did not know what that "shakewood" line item meant (is it a brand, type, etc.). Bottom line, the communication was poor between myself and Armand. It should have been much better and he should have walked me through the repair line by line with the colors. That did not happen.

  Also, as stated I my original complaint, the trim work and the plywood decking stick out too far from the edge of the roof an look sloppy. This needs corrected.

  In summary, if the NDA is satisfactory to my attorney... We can resolve this dispute and MHI can correct their work. It's a shame this has taken so long to resolve. 

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

  Business Response

  Date: 06/30/2023

  We are currently facing some uncertainty regarding *** ******** rejection of our latest response. He expressed that, "In summary, if the (NDA) meets the standards set by my attorney, we can find a resolution to this dispute and allow MHI to rectify their work." 
  
  At this point, we are eagerly awaiting the customer's signature on the agreement in order to proceed with scheduling the necessary repairs to address the issue at hand.

  Customer Answer

  Date: 06/30/2023

  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, details of the offer I reviewed appear below.
  
  
  
  There is no uncertainty. It is my right to review the NDA with legal counsel. If the NDA is found acceptable after reviewing with my attorney, I will sign it. That is fair. Please do not continue to escalate the situation. Once the NDA is reviewed and found to be acceptable, I will accept your response. 
  
  
  
  Regards,
  
  
  
  **** ******

  Customer Answer

  Date: 07/18/2023

  I received this email from the BBB. However, I can't respond to it using the link and code given. Anyways, I received a revised NDA from MHI Roofing. However, my lawyer is still reviewing it. I will not sign it until the lawyer gives me approval. One thing that the lawyer is concerned with is the fact that MHI will not make the NDA specific to the claim at hand and the original work. This is problematic given that they did poor work originally and it leaves me no recourse should they do poor work on the repair. I don't even think it leaves me room to make any future claims with the BBB. I hope I do not have to. But, I do not trust MHI to repair their work correctly, if their NDA leaves me no recourse in the end if they do not repair my roof the right way. 
  
  **** *******

  Customer Answer

  Date: 09/26/2023

  
  **** ***** called to say that MHI had George K***** come out and fixed everything. **** is happy with the work now. He asked for BBB to close out the complaint as resolved.

• Initial Complaint

  Date:02/07/2023

  Type:Order 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.

  The roofing contractor came out to the house and provided two estimates - one to tarp the roof and another for a reroof. The "tarp" that we paid for ended up being a spot job in which they covered patches of the roof instead of covering the entire roof. They flat out lied about what was being done to our house. I'm expected to trust them with the reroof? Turns out the reroof estimate was through the roof and our insurance shot it down and asked us to look at other roofers. Other roofers were HALF the price. Disgusting that these roofers are already trying to take advantage of folks even after we've been beaten down by Hurricane Ian. Now they want a 20% cancellation fee totaling over 15k - are they nuts? 15k for taking advantage of me when I already paid 1k for them to throw some sheets of saran wrap on the roof?

  Business Response

  Date: 02/07/2023

  Issue has been Resolved. The Complaint was withdrawn. 

  Business Response

  Date: 02/08/2023

  It’s been resolved. Thank you. 
  
  ******

• Initial Complaint

  Date:12/06/2022

  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.

  On July 7th Conner Beck come to my home and I showed him places in my home where water was coming in. He then went outside to look at my roof using a drone. After the findings I on September 15th signed a contract for MHI to put a roof on my house and to change the vents on the roof. The roof was done on October 3rd. Upon the next rainy-day water was still coming into my home. On October 21st I called Conner, sent him both pictures and video of the still occurring issues. He referred me to Andy Meridith (Product Manager) of MHI. On November 4th I called and spoke with Andy, and he scheduled an appointment to come to my home for the next day November 5th. He did not show up nor did he call. After that I placed 7 calls & 2 text messages still no response. Conner also told me to call and file a complaint with Service Financing. There I spoke with 3 different people. The first 2 said that they could not find an account in my name, but the third person found my account (account# ******** She asked me if I had received my coupon book I replied no and told her of a letter that I had received from a debt collector who was saying if I didn't pay this bill, they would put a lean against my home. The lady said that I shouldn't have received that letter especially since I had not even received a Statement (Bill) yet. I also explained to the lady that I had no problem paying for the bill but not until the work was completed correctly.

  Business Response

  Date: 12/06/2022

  Our records show All issues were resolved and filed closed on Nov 17th. 
  any funding issues should be resolved with service finance.