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:05/28/2024

  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.

  5 Stars Roofing was contacted for an estimate for a new roof, facial, soffit and replaced the bar plywoods because there were leaks and weak spots. The workers of 5 stars Roofing replaced some of the bad plywoods. But neglected to inform or let me know that all the bad plywoods spots were not being replaced. 5 Stars Roofing informed me that there were weather damage asked me to file a claim. A contract was signed and submitted for insurance purposes, but the work I want done will be done. 5 Stars Roofing did not provide any additional contract. I’m a 97 years old senior citizen which was told the work I want done would be done. 5 Stars Roofing should have told me and asked if I am willing to pay the cost to fix the weak spots through out the roof. The spots were covered with the new shingles. The facial and soffit was not done. I was told that was not part of the job. My daughter asked John, from 5 Stars Roofing for a price to put a new facial and soffit. He told the worker to patched it. Then told me that an additional $1,500. I didn’t asked for a patch job. Next on the back flat roof is peeling up. It’s starting to buckle up as if there was not enough sealer to bonded down. There are lifting soft spots throughout the flat roof. 5 Star Roofing is requesting a final payment which not possible for the shoddy job done. My daughter is trying to get someone to advise her what can be done. My out of pocket was $1,000 and the insurance payment 4265.21. Refund to have the job done right

  Business Response

  Date: 06/03/2024

  To Whom It May Concern:
  This response is concerning complaint number ******** filed by homeowner Geneva T*****.
  Each step of this job was performed in accordance with 5 Stars Roofing’s best practices and we feel that we have gone above and beyond to satisfy this customer’s needs and address her concerns within reason of the duties of a roofing company. Mrs. T*****’s complaint contains a number of items that are completely unrelated to roofing and that cannot be completed by a roofing contractor, as mentioned to her by her Project Manager, John I******, at the time of the project and after. 
  Mrs. T***** decided to file a claim to get her roof damages covered by her insurance company. She contracted 5 Stars Roofing to do the roofing work and assist her in the claims process. 5 Stars received a signed contract from Mrs. T***** on 10/21/2023 to replace her roof in accordance with the scope of work which was to be provided by her insurance company following a meeting with an insurance representative. Her Project Manager, John I******, met with the insurance adjuster, in accordance with 5 Stars practice, to assist in demonstrating the roof damage that was present in order for the insurance company to approve her claim. It is not necessary that the homeowner is present during this meeting.
  Once the scope of work was received, Mr. I****** implemented the use of our in-house billing team to submit evidence to the insurance company showing that the scope of work did not include some essential code items that are necessary to ensure 5 Stars and the homeowner would be receiving the funds to put on a code roof. Once the revised scope of work was received, it acted as the estimate and guideline for which Mr. I****** replaced the roof, as outlined in our contract, and included all code compliant items.
  Mr. I****** did note at the start of the project that the structure of her home was out dated and documented photographs of the repairs Mrs. T***** was already having done to her rafter and support beams by another contractor. He mentioned to her at this time that those types of repairs were out of the 5 Stars Roofing’s capabilities and we would only be replacing the roof in accordance with the scope of work. Mr. I****** also walked through the home with her to point out and document any rotten wood that was part of the decking that was replaced at the time of the build.
  After replacing the roof, Mr. I****** began to receive complaints from Mrs. T*****, about the work that was completed stating that a number of structural items were left undone. Mr. I****** reiterated to Mrs. T***** that structural repairs are unrelated to roofing and are a completely different construction trade and that the roof is fully to code. The sagging is as a result of how her home was built and is not a cause for concern but merely an aesthetic issue. He also pointed out that everything that was completed is documented on the scope of work from the insurance company and was done as agreed up on. As a courtesy, Mr. I****** returned to her home multiple times with our roofing crews to ease her mind and wound up replacing about 100ft of damaged fascia and soffit (unrelated to the roofing project), totalling $1500 worth of work that we were not able to collect from Mrs. T*****.
  Mrs. T***** has continued to withhold the remaining funds until these repairs are completed but is not demonstrating an understanding that what she would like done is not within 5 Stars Roofing capabilities and were not at any point agreed upon, part of the contract, or included on the scope of work. As far as we are concerned, we have completed the project as promised.
  The 5 Stars Roofing office was only notified of the conflict after a complaint had been filed with the Department of Consumer Affairs, which after submitting our response, the Department found in favor of 5 Stars Roofing and closed the complaint. We would like to have this resolved and would be willing to send our Quality Control and Quality Assurance Specialist out to review the work we performed with Mrs. T***** again and make any necessary repairs that pertain to our workmanship of the roof. Our office has tried to contact Mrs. T***** to perform an additional quality inspection and try to remediate any potential issues that are within our warranty and to review the work we completed and the contrat with her once more, despite not having received the final payment. Mrs. T***** proceeded to hang up the phone once she heard that our Quality Control Specialist was calling from 5 Stars roofing. We ask that this complaint be dismissed and that Mrs. T***** be encouraged to release the remainder of the balance due to 5 Stars Roofing for the work completed.
  
  

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:  Attention: BBB…First let me mention that Consumer Affairs did not make a decision on this complaint. It was a volunteer service to mediate assistance. I was told that I can consider legal assistance. I chose to contact BBB. 
  5 Stars Roofing stated the job they were contacted to do was the roof. Please note the condition of the roof, facial and soffit areas after the job was done. That was not the job I asked for. At 97 years I clearly knew that I was in need of a roof, facial and soffit replacement. It was their way to get around and get over because of my age. What I received was bad roof job. I didn’t ask for a patch up job. After the roof job was done with the facial and soffit looking bad, My daughter asked John of 5 Stars Roofing, are you coming back to do the overhang which is the facial and soffit. He then told her it was not included. I would have never agreed to have 5 Stars Roofing to do the job. John of 5 Stars Roofing had the worker to do a patch job and that is $1,500. John from threaten to come back to remove the shingles from the house. That kind of conduct is not someone I want to return to my house. The pictures speak for themselves. The work was not done properly because if it was the lifting and peeling up would not happen. Also, just because the house and customer are old, the work still needs to be right. Therefore, allowing 5 Stars Roofing back is not an acceptable option. 
  
  
  
  Sincerely,
  
  Geneva T*****

  Business Response

  Date: 06/04/2024

  Hi Mrs, T*****, 

  I have notes of when you first reached out to our office regarding your roofing job. I'm happy to provide screenshots, but I have written that you contacted us in regards to a roof leak. My notes read as follows: "Referral: Leaking from new addition and interior damage, noticed an older water spot that's not longer leaking on an older part of the house. " I have no notes regarding any fascia or soffit damage and we have no documentation of any conversation with your project manager, John I******, regarding such repairs. Unfortunately that means that our office has no record of what was discussed between you, we can only refer to our official documents (contract, insurance scope of work, etc.). The contract you signed was for insurance approved roof work to get your roof replaced and your leak fixed. That is what you signed for us to complete and we completed the roof replacement per the scope of work as promised. Since your insurance company approved the entire replacement, your actual out of pocket for the entire replacement is only about $1000... What John has explained to you is that some of the requests you brought forth during the project are out of the scope of roofing work. We are not licensed to make any changes to the framing of your house, only to make small adjustments to be able to complete the roofing project, which we were contracted to do.

  I apologize that you have not been able to sort this out with John, but I personally, as well as my Operations Manager, have tried to get in touch with you to resolve this - to perform any additional work you would like done to your soffits and fascia but also to perform a quality inspection of the roof repair and address any issues (like the peeling that you've brought up), but you have not been willing to speak directly to our office. You must understand that we completed the work per our contract and that additional work to your soffits and fascia will come at a cost, although it seems as though John did you some favors in performing some patches which he did not collect funds for. Unfortunately, that work was not approved by the insurance company but we did address the issues causing the leak that you initially called us about. 

  If you would like for this to be resolved, we would still be happy to perform a quality control inspection and address any of your concerns about your roof installation and put a separate quote together to address the soffits and facia to satisfy you.