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:06/27/2023

  Type:Product 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.

  9/28/2022 was the final payment date. The work was started on 9/26/2022. HGS Roofing proposed to repair/remove rotted wood on roof deck; remove existing roof system components; install complete roof replacement system and all components. With a 5 year workmanship warranty.
  
  After a tree fell on our residence in March of 2023, it revealed that the rotted wood had not been removed, or replaced by HGS Roofing. We have pictures to prove this statement. We emailed **** **** ********* of HGS Roofing in May of 2023, with the above mentioned pictures requesting a review and possible re-imbursement of some of our cost. He never responded.
  
  In June of 2023 we sent certified mail, that was received, but not signed for. The Post Office sent the 2nd certified mail and it was refused.
  
  HGS failed to do the work they proposed, yet they took our money. I previously filed a complaint and Mr. ********* came out, looked around, and said there was no visible leak, but to call them if we had a second occurrence of the leak. So that abated.
  
  It has since been revealed that HGS failed to remove rotting wood from our roof, but instead they placed new roofing over the rotted wood.
  
  HGS Roofing has received a Better Business rating that they do Not deserve because they won’t accept mail from clients that they know they’ve cheated by failing to do the work they were paid to do!
  
  We have subsequently had to have a complete Re-Roofing by a different company!
  
  The emails we sent were already received. The certified mail was reused as, “Unable To Forward, Return To Sender.”
  
  Please help us?

  

  Business Response

  Date: 08/02/2023

  I would like to point out a few things in my response.  The photos showing screws and nails coming through the underside of the wood deck, this is normal when attaching shingles to the plywood deck.  Not all stains on wood indicate rotted wood. When we did the initial work, all rotted wood decking was replaced prior to installing the new roof. When the tree fell on the roof, this caused damage to the roof and decking. I came by and examined the roof and gave the homeowners an estimate to repair the damage.  I never heard back from them on whether they wanted my company to do the repair work. Apparently another roofing company was called and given the job to repair the roof. About what the other company may have said on the wood. I believe the company probably did say negative things about my company's work and what we did or did not do. This happens with some companies and they will say negative things to get the job.  My company does offer a 5 year warranty on workmanship, this is in the event that shingles come off, etc. This warranty does not cover a tree falling on the roof. The warranty is now voided since the homeowner hired another company to repair the roof after the tree fell on it.

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The pictures I provided were before any New work was done. These Pictures were from the inside and outside of our roof and they do show rotting wood that had not been replaced by ********* Roofing.

  We believe that Mr. ********* should provide a refund of some of the monies that were paid to him, because the work was insufficient, and Mr. ********* was  NOT present when the work was done, so he can Not unequivocally state that the work was properly done.

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

  

  Business Response

  Date: 08/03/2023

  been that the roofing crew did not provided a high quality work and did not acted up to HGS  standards 

  HGS willingly will refund 1500.00 that was paid for labor  the roofing crew was fired and will not work for HGS on any future projects

  HGS can mail a check to mrs ***** as soon as we get the ok to send it out  Thank you  and we appologize for any inconveniance.

• Initial Complaint

  Date:12/14/2022

  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.

  We hired Mr. Hernandez & Company to remove the existing roof and for a complete roof replacement. I believe the work was done on 9/26/22 & 9/27/22, with a 5 year warranty,
  on the work, and a limited lifetime warranty on the materials. Which was stated on the Invoice Estimate.
  Mr. Hernandez picked up the complete payment on 9/28/22 and agreed to provide us with a written materials warranty for the roofing.
  
  I’ve called on (2) two occasions & left voicemails requesting that he send us the warranty for the roofing materials. I spoke with him face to face again requesting a warranty for the roofing materials, he again agreed, but to date (12/14/22), we do not have a warranty.
  
  Since then, the rain has started and caused water staining on the ceiling & I phoned twice asking Mr. Hernandez to send someone out to look at the ceiling. He texted me on Sunday, 12/11/22, stating that he would come out on Monday, 12/12/22. I texted him that we had a Doctors appt but would be finished by 11:30am or 12:00pm. I asked if he’d text or call before coming to make sure we were home.
  
  We got home by 11:00 am on 12/14/22, and we have Not heard from Mr. Hernandez, nor have we seen him. It’s started raining again and we need HSG Roofing to stand by their work, and to make any necessary corrections or repairs to our roofing, which we’ve paid them to completely replace. Thank you.