Complaints

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

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  Miller's Roofing, Inc.

  3265 Rosstown Rd Wellsville, PA 17365-9785

  
• 

  Miller's Roofing, Inc.

  3265 Rosstown Road Wellsville, PA 17365-9584

  
• 

  Miller's Roofing, Inc.

  PO Box 441 Dillsburg, PA 17019-0441

  

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:09/13/2023

  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.

  My wife and I needed to have a roof replaced on our small garage. We received quotes from 4 different contractors. We decided to utilize ****** Roofing because they have been in the roofing business for quite a while and they had good ratings online(And with BBB). Their salesman assured my wife and I that they could fix our problem and our roof would no longer leak. He said it was "No Problem".We signed the contract, paid half of our bill and the work was scheduled. There were numerous problems with the work performed. After they left I had 3 different places that leaked during the first rain storm. They demanded final payment after their work was completed. I raised the concern about the roof still leaking and not wanting to make final payment until the problem was resolved. I was told by the owner (*********************) that "We always stand behind our work".After many attempts to repair their flawed roof install, we still have a leaking roof at the exact same spot that we were initially quoted to fix. The business owner himself (*********************) even came to our house to review the leaking roof multiple times. His final words to us were "You paid me to put on a new roof, not fix your problem". And with that he left my house.At this point, I still have a leaking roof and was swindled out of $5255. The "Guarantee" he said existed is gone and we're left with a roof that leaks at the exact same spot we paid them to fix.

  

  Business Response

  Date: 10/05/2023

  There are several statements in this complaint that are incorrect.  We were hired to installed a new roof on a very old detached garage building. Our estimate for this project did not include changing the structure of the building. This flat rubber roof has a large swale that held a lot of water due to poor drainage.  The roof also had one working terracotta pipe that the water was supposed  to drain towards and off the roof.  We lowered the roofing area as much as possible so that the water could push through the drain.  We also opened up another terracotta pipe that water was not draining through.  Water no longer lays on the entire roof but due to the old structure of this building and the old drains, water still ponds at a small area. Our professional recommendation, which we communicated to the customer, was to install a gutter at the rear of the building so that the rest of the ponding water can flow off the building and into the gutter.  Because of the inferior old structure of this building, it will always have ponding and ponding will always create leaks.  To solve this problem we offered a solution which the customer did not want.  We will come back and install a gutter to this roof, free of charge, to alleviate the ponding which will stop the leaks.  

  Customer Answer

  Date: 10/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20600436
  
  I am rejecting this response because:
  

  We hired Millers Roofing to use their professional expertise to determine what needed done to our garage roof to fix it.  We clearly communicated that the roof was leaking, the water was not draining properly, and repairs would need to be made.  The gentleman who met with us looked at the project and said "no problem".  We expected that our roof would not leak after paying a large sum of money to Millers Roofing ************** ******** came, worked, and left.  At no point in time did anyone ever explain to us that the work they were doing and we paid for would not fix our leaking roof.  Finally after several complaints and multiple visits to fix different new leaks, the owner told us that the work they did & we paid a lot of money for would not properly drain the roof and, therefore, because it is not draining properly, it would likely still leak.  At no point during the contract signing process or work completion, did anyone from Millers Roofing explain to us that to properly drain the roof, they believe they would need to change the structure of the building.  It was only after many complaints about our leaking roof, that the owner finally mentioned this supposed structure problem.  In fact, the owner told us that it is our responsibility, as the customer, to tell them, the ********************** company, that changes to the structure of the building are necessary to fix the problem.  This is ridiculous.  We hired a roofing company to tell us what needed done to fix the problem.  It is not our responsibility to tell them how to fix the roof.
  
  Furthermore, the owner did make a recommendation about adding a gutter system to the rear of our garage.  In their response, they stated that we did not want this which is not true.  We are not opposed to a gutter system.  However, there are 2 problems with this idea of installing a gutter system.  First, the reason for the gutter recommendation had nothing to do with the leaking roof.  It was recommended that we install the gutter system because water was now running over the back of the garage which did not happen before Millers Roofing did their work.  So the gutter system was to help alleviate this new problem of the water running over the side of the garage.  Again this was a new problem that started after Millers Roofing did their work.  Second, we understand that a gutter system only captures and diverts water already running off a roof.  It does not make water run off of a roof.  We have had other roofing companies come out and survey the situation. Each of them have said that adding a gutter system will not stop the roof from leaking.  So unless someone can explain to us how a gutter system is going to stop a roof from leaking on the completely opposite side of the building, we will not be satisfied with this solution which is the only solution offered up by Millers Roofing.
  
  ******** Roofing also mentioned they opened up two pipes in the roof for drainage.  What they failed to mention is they opened up two incorrect pipes on the opposite side of the roof from the problem.  The original pipe that drained the roof is still closed even though we were told they would open it to drain the roof.  When the workers came to open the second hole, they (for the second time) opened the wrong hole.  We now have two holes open in the roof that are NOT the original hole which drained the roof properly for many many years.  When asked why they didn't open the correct hole the crew said they "Thought it was the right one".  When the owner was asked, we were told it didn't matter and we should install a "Gutter" system.
  
  We are glad to see ******** Roofing admitted to lowering the roof.  This lowering of the roof is part of the new drainage problem.  The roof is now lower than the drains which is causing the water to sit on our roof.  Just like the gutter system, all of the other roofing companies that have been out to see the damage agree its the lowered roof that's causing the problem.  The roof needs to go back up to its original height before ******** Roofing lowered the roof so it drains properly through the existing and original drain.
  
  The fact is that we were under the impression that Millers Roofing would fix our roof and that we would be good to go for many more years.  We knew this was not an easy straightforward fix.  It would require expertise, thought, and planning which is why we hired a well known roofing company instead of doing it ourselves or hiring a questionable contractor.  We expected a thorough job to be done correctly and professionally.  We understood that this was not a simple roof replacement.  It was custom work and we expected communication if problems were encountered or if adjustments were necessary.  They happily took our payment but what we were left with is a roof that didnt even last a few weeks before it started leaking again.  They told us that they stand behind their work and they have not.  Now we have to hire another roofing company to come out and pay them even more money to fix what we thought we already paid Millers Roofing to do.  So Millers Roofing has our money and we still have a leaking roof.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/26/2023

  I am willing to resolve this issue but it is obvious that this customer is not interested getting this solved.  He is only looking to get a full refund. It is sad that our small business is trying to work hard to satisfy our customer, yet the customer refuses to take any professional advice. Ponding water is working underneath the rubber seams due to the old structure of the building.  Resealing the seams and installing a gutter will eliminate the ponding water and eliminate the leaks.  

  Customer Answer

  Date: 11/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20600436
  
  I am rejecting this response because:  The customer is willing to accept professional advise.  We have spoken with numerous professional roofing companies since ****** Roofing has been unable to successfully repair our roof in the last year.  We have spent over 12 months waiting for ****** Roofing to perform the work they promised to do.  We continue to have water destroy our garage at the very same spot we paid over $5k to repair.  The reason we're requesting a refund is because ****** Roofing has been unable to perform the services during the last 12 months they were paid in full to complete.  ****** Roofing as a small business has done nothing to satisfy its customer in this matter.  ****** ******************** stopped responding for months and crafted lies to cover up poor work.  ****** Roofing blamed the customer for not telling them how to fix the roof properly.  Stringing customers along for over a year in hopes they will simply go away is what we have seen with this small business.  We still don't have the original drain hole open which drained the roof properly for many years.  ****** Roofing also changed the height of our roof which is causing the ponding they mention.  None of the solutions offered by ****** Roofing will get our roof back to the height it was before they performed their work.  We were told that adding back the original height will allow the roof to drain properly according to the professionals we have talked to.  
  
  As the consumer we have been patient for over a year while our garage continues to deteriorate.  Broken promises and lies by ****** Roofing about their desire to fix our problem continue.  We again request a refund of payment so we can hire a new professional that will stop our roof from leaking.  
  
  I'm including pictures of the patch over patch over patch work they have done.  I'm also including a photo showing the new lip they created on the roof at the drains.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/27/2023

  Here are additional pictures to show the problem I'm dealing with.  Feel free to pass these along to the business if that's possible.  These are pictures from the brand new roof and you can see how patched up the roof is already from their year of attempts to fix the problem at different locations.

  You can also see an entire row of ***** nails the left behind uncovered from where the previous roof was attached instead of matching them and covering them with the new roof.  Now I have rust forming and leaving stains on the roof.  I'm very concerned about water getting in there and freezing which will break out my concrete.

  

  Business Response

  Date: 01/05/2024

  Hello,

  We have offered this customer a solution to his problem; but he is not willing to take our professional opinion and have us install a gutter which we would supply at no cost to him.  We have consulted with our attorney.   After reviewing all of the information, he says they have no cast to stand on.  But he advised us to try to settle the issue with the customer through the ********************.  We would like to maintain our A+ rating with you.  Therefore, we are willing to return the money to the customer, only in order to do so. 

  Thank you,

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

  Customer Answer

  Date: 01/10/2024

  If we accept this resolution, how do we ensure they actually refund our money before our case is closed?

  Thanks,

  ***

  Customer Answer

  Date: 01/18/2024

  I called the BBB today and went to the Voicemail for **************************  I'm waiting for a call or message to answer my last question before I respond.

  Customer Answer

  Date: 01/18/2024

  [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:
  
  After speaking with ******* at the BBB, I will accept the and await the refund.  If the refund is not received in the next week, she will re-open the case for me.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

  

  Business Response

  Date: 02/13/2024

  ***,

  We were away on vacation and have just seen your latest response today, Feb. 13, 2024.  We are willing to refund you the money (even though you have not taken our professional advice).  Our attorney has advised us to have you sign a waiver before we issue the refund.  We will get that to you.  

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

  Customer Answer

  Date: 02/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20600436
  
  I am rejecting this response because:
  

  I had ******* re-open the case while we wait for this to be finalized.  I still haven't received anything from ****** Roofing regarding the refund.  It has been over a week since they said they would get me something.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/29/2024

  I apologize for the delay.  Our attorney was finishing the settlement release agreement which he needs signed before I can write a check.  I will send it as soon as I receive it from him.  --******

  Customer Answer

  Date: 03/25/2024

  This can be closed now.