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:09/19/2024

  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.

  I bought my roof including full wood replacement in Dec 2022. In March 2024, I realized that the solar attic fan they installed was installed under the overhang of the roof which means it cannot get sun. Because I was supposed to have a full labor and materials warranty, I called Burell expecting someone to be sent out to move the fan to a correct location. I have called over and over and over for 6 months and have only gotten the run around from their receptionist who has allegedly attempted to get several people in the company to call me. The one time I got an actual email sent back to me in response, I was told the solar fan isn't covered in my materials warranty. As I was never told that my "full labor and materials warranty" doesn't include all materials, I don't believe the solar fan is exempted. Even if that was true, my issue is with the incorrect install (labor) which is not a fan problem. They are now refusing to send me a copy of my warranty presumably because they don't want me to know that this issue should be covered. They are even sending me to my old sales guy for help who doesn't even work there anymore. I expect them to contact me appropriately and send someone to move the fan to another location on my roof.

  

  Business Response

  Date: 10/18/2024

  Burell Builts labor warranty details are provided on the original contract that was signed upon when Ms ****** entered into the agreement.  We can provide another copy of that at her request if she does not have it.  Those files are electronic and should also be able to be reviewed through the original email link provided.  Additionally our labor warranty does not include moving the vent to a new location but as previously stated we will be willing to help her out at a minimum cost with no markup to help her out with her desired resolution.

  Customer Answer

  Date: 11/25/2024

  The SOLAR attic fan was installed under the overhang of the roof which means it can't get sun. This needs to be moved at no cost to me because it was originally installed in a wrong location. 

  

  Business Response

  Date: 01/23/2025

  Burell Builts labor warranty details are provided on the original contract that was signed upon when Ms ****** entered into the agreement.  We can provide another copy of that at her request if she does not have it.  Those files are electronic and should also be able to be reviewed through the original email link provided.  Additionally our labor warranty does not include moving the vent to a new location but as previously stated we will be willing to help her out at a minimum cost with no markup to help her out with her desired resolution.

• Initial Complaint

  Date:07/29/2024

  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.

  August, 2024. Burell Built Roofing & Construction entered into a verbal agreement to accept $95,000 from Progressive Insurance in order to repair tornado damage. After asking since Jan, 2024 for ******* ******* to submit any overage claim (supplement) to Progressive, ******* advises he will, says he did submit & refuses to respond to me. As of 7/27/24, ******* has still not submitted the over $34,000 claim to Progressive although he was paid in full on 6/25/24. This is abuse of an elderly person. I am 65 raising my 14 yr old Autistic grandson & now we are homeless. I lost a contract on 2 homes due to shortage of funds all stemming from Mr ********* refusal to submit the supplemental claim to Progressive.

  

  Business Response

  Date: 09/10/2024

  The project is complete and satisfactory condition on all related construction performed by Burell Built.  This issue is a complaint on the insurance company settlement that Burell Built does not have any control over.  Burell Built has worked with Ms ***** to make sure she has all of the pertinent documents from us that she needs as well as anything else she needs from us moving forward to complete her claim with her insurance carrier.

  Customer Answer

  Date: 09/10/2024

  The issue is Burell submitting the supplemental claim to Progressive.  I do not have that information as they stated.  They went $34K over what the insurance allowed & the insurance needs an itemized stated showing the additional expense.  I cannot file the supplement without the detailed billing. Per my contact with Burell, they accepted responsibility for submitting that excess expense.  I don't understand what the issue is & they refuse to respond to me.