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Business Profile

Roofing Contractors

Star1 Contracting LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Star1 Contracting LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:05/23/2024

      Type:Sales and Advertising 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.
      In June or July of 2023, our roof was damaged by hail. Star 1 was one of many roofing contractors to knock on our door. They made a second visit with the owner to try and convince us to use their company for the repairs. We ended up using them for the job with a specific list of projects that they were going to complete including the roof, repainting the deck, repainting the siding, replacing the gutters, and while they were there, we had them repair a screen door and had their painters do some interior painting for us. The entire process from start to finish was a nightmare. They had zero scheduling skills, all projects were completed at different times, and the communication was non-existent unless I initiated it. They finally "completed" the project in late October of 2023. They did not put Downspout extensions on, leaving the downspouts draining right on to the foundation, they failed to complete the screen door project in it's entirety as I had asked and we later found out they removed a piece of soffit and did not replace it, leaving the attic open to weathering and animals. We recently discovered birds in the attic that I had to have removed. I contacted Star 1 to fix the issue and they claimed that they did not replace the soffit and their guys do not carry soffit so it surely could not be them. This is not the case. The new shingles they installed run 2 full inches past where the soffit returns into the roof. I explained this all and they suggested that whoever replaced my soffit needs to fix it. I have never had my soffit replaced and not a single soul has been on my roof since they did their work. Their Project Managers lack intelligence, quality control, and communication skills. Their crews lack basically any skill they need to thoroughly complete any project let alone a roof replacement. The complete lack of empathy and inability to see that it is quite literally impossible to replace the shingles in that area without removing the soffit is alarming.

      Business Response

      Date: 05/23/2024



      To Whom It May Concern,
      On July 17, 2023, we were contracted to perform work based on the homeowners insurance scope of work. The insurance covered the following trades: window screens, gutters/downspouts, pergola painting, pressure washing, siding painting, stucco repair and paint, full roof replacement, and mailbox replacement. ************************ approved these items and paid out $34,813.55, which the homeowners paid to Star 1 Contracting.
      We at Star 1 made every effort to schedule the aforementioned trades promptly, aiming to complete multiple tasks on the same day when possible. However, coordinating different specialized crews can be challenging. 
      Regarding communication, we do not agree with the claim of "non-existent" communication. Our Project Manager and Office Staff diligently reached out to the insurance company for updates and kept the homeowners informed about the status of their claim and project, as we do with all our contracted jobs.
      We have no knowledge of any soffit being removed by our roofers, as this is not a typical practice during a re-roofing process. On May 20, 2024, after business hours, we received an email from the complainant. The following morning, our Office Staff promptly forwarded the email to the Production Manager. Less than 45 minutes after opening, we received a phone call from the complainants spouse, to whom we confirmed receipt of the initial email and informed them that we would respond once we had an update.
      Shortly after, we received a follow-up call from the complainants spouse expressing frustration over the lack of an immediate follow-up email. We explained that a response was pending further information from the Production Manager. Unfortunately, this was perceived as indifference, which was not our intention. We simply did not have an update at that moment.
      The homeowners demanded immediate replacement of the missing soffit piece, threatening to charge us for repair by another company if not addressed promptly. The Production Manager reached out via email, explaining that based on our records and his investigation, Star 1 was not responsible for the missing soffit, as no soffit was removed during the roof replacement. He also apologized if the missing soffit had been overlooked during the project completion in October 2023.
      Regrettably, following this response, the complainant used profanity and derogatory language towards our crews and employees. This is not acceptable and contrary to how we conduct our business. We strive to maintain professionalism and respect in all interactions.

      Customer Answer

      Date: 05/28/2024

      I am rejecting this response because: As I previously stated, the company may not have been responsible for replacing my soffit, however, they are responsible for inspecting the roof and it's systems for weather tightness. They left the roof in a condition that WAS NOT weather tight. They never alerted me that this piece of soffit was missing, before or after the work was completed. As I showed in my photos, they could not have installed the shingles where they did without removing this piece of soffit. I had another roofing company on my roof that confirmed this to be the case, which is very obvious. The company DID NOT apologize if the problem was theirs. They DID NOT offer any sort of solution or to come to my property AT ALL. They left my home exposed to animals, water and other weather conditions and denied this to be the case without ANY onsite visit or proper investigation. It does not take a genius to see that you CANNOT PHYSICALLY attach the new shingle where they did without this one piece of soffit being removed. This answer is unacceptable. The fact that this company was the ONE AND ONLY company on my roof and their shingles were installed UNDER where the soffit condition returns to the roof, makes it VERY easy for me to prove in court that this was their wrong doing and that includes all the bird damages that go along with it. Denying this fact just makes their company look severely incompetent and quite frankly, unfit to do business. 

      Business Response

      Date: 06/03/2024


      To Whom It May Concern,

      We would like to address the recent issue regarding the missing piece of soffit on one of the ***** cornice returns. We sincerely apologize for any oversight that may have occurred during the roof installation in August 2023. While we are not denying the possibility that this was overlooked, it is important to note that there have been multiple storms, some with high winds, since the installation, which could also be responsible for the missing piece.

      Our roofer informed us that they used a specialized tool to remove and replace the shingles on the cornice return in order to prevent damage to the soffit. Despite our efforts to maintain the integrity of the installation, unforeseen circumstances can arise. Additionally, we believe that if there had been an opening, birds would have likely found it sooner, especially during the colder temperatures.

      We were eager to address and resolve this issue promptly. However, we were not given the proper opportunity to do so before the complainant began using profanity and degrading language towards us. We were more than willing to arrange for someone to assess the damage and replace the single missing piece of soffita task outside the scope of our original workto assist in resolving this matter. Unfortunately, instead of allowing us to schedule this, we were met with demands for immediate action and threats of being billed for someone else to make the repair.

      We are committed to providing excellent service and resolving any issues that arise. We kindly request a more cooperative approach in the future to ensure that we can address and rectify any concerns promptly and effectively.

      Thank you for your understanding.

      Customer Answer

      Date: 06/03/2024

      I am rejecting this response because: Yes, I certainly did "demand" immediate action and was met with "this is not our responsibility". There were zero attempts to resolve the issue or come look at the problem. Instead, I was told "this is not our problem, we didn't touch the soffit." I was not given any options. I was not given a time frame when someone could come resolve the issue. I was not even given the option for someone to come out AT ALL. There were several messages back and forth where this could have been brought up, however, it was denial from the beginning. 

      I am sure a "wind storm" ripped off a single piece of soffit and nothin else was damaged, not even a knocked over trash can. More excuses. I want to see the permit and then the inspection photos by a county employee after the work was done. I don't recall anyone coming by to do this. Sounds like some shortcuts were taken. I doubt anyone from ****** even has any inspection photos. If so, I would like to see those as well. That would resolve this issue pretty quickly, but what do I know. 

    • Initial Complaint

      Date:04/24/2023

      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.
      This company stated they were working with my insurance company and without my authorization or notification they tarped 4 tiles on my roof then later billed me for $2500. To repair my roof only cost $1500 so how are they charging me $2500 for tarp only? This does not include repair, I was never informed about the cost, estimates of supplies, hourly rate, or provided consent or a completion agreement to perform this job for $2500. This is price gauging after the hurricane in **, they thought insurance would pay so they went up on charges without my consent or consent from insurance to do this job for a cost of $2500. Unfair practices, a contract with no price, no estimate, no information about services rendered I was told the document was to authorize them working with the Adjsuter. I was never informed about a $2500 charge or it would have been declined they showed up put up a tarp without my consent or even knocking on my door to tell me it was happening then turned around and sent me a invoice for $2500.. 5 months later?? Again $2500 for a tarp over 4 tiles not an entire roof, and this does not include repairing the roof; does this make sense to you?

      Business Response

      Date: 04/24/2023

      Hi, as discussed during our phone call last week with the insured/complainant , an emergency service tarping contract was signed for insurance proceeds. Star 1 did submit the invoice in question to the ***************** provided to us by the insured with the corresponding claim number for the ******* Hurricane *** claim. After several weeks of reaching out to the insurance adjuster assigned to this claim for updates on the ********* Services Tarp invoice, we were finally connected to the claim Supervisor, *****. ***** explained thoroughly that due to the insured having such a high deductible the cost for all damages would not exceed the deductible and that the insured would be responsible for the ********* Service Tarping invoice. The supervisor said our invoice looked to be in line with the field adjusters. ***** then stated that the insured received a below deductible letter, explaining she would be responsible for all damages due to her deductible not being met. 

      Customer Answer

      Date: 05/10/2023

      As of today's date, I still have not received evidence to prove that I owe this debt to my understanding of the law. I have tried my best to act in good faith. I have been 100% transparent in my dealings with Star1. I assert that Star1 Contracting, LLC has not returned the act of good faith with me. It is my sincere claim Star1 Contracting,LLC is attempting to defraud me based on poor business practices this is not a legitimate debt.

      Business Response

      Date: 05/17/2023

      To whom this may concern, 

      Star 1 Contracting, LLC is not trying to defraud ANYONE we do work with or for, we are simply trying to collect the money owed for our services rendered. As stated before there is a signed contract between the insured/complainant and Star 1 Contracting, LLC to preform ********** Services, Emergency ******* only" for insurance proceeds that was signed via DocuSign 10/31/2022. Star 1 Contracting, LLC only provided and invoiced for ******* Services just as the signed contract states. The invoice was submitted to the insured's insurance company, ***** Insurance, with the corresponding claim number for this Hurricane *** claim, where the invoiced was reviewed by not only the assigned adjuster but the Supervisor as well. The supervisor, *****, informed us that due to the insured having a high deductible ***** Insurance would not be paying the invoice and that the Insured is responsible for this outstanding bill. The insured also received a below deductible letter from ***** Insurance. Several employees of Star 1 Contracting, LLC reached out in attempt to contact the insured for months to collect payment. After months of reaching out, we finally received a phone call from the complainant where she spoke to our office staff in an aggressive manner and insisted that she would not be paying her bill. 

      Customer Answer

      Date: 05/26/2023

      The attached agreement was signed based on false pretenses. I have been 100% transparent in my dealings with Star1. I assert that Star1 Contracting, LLC has not returned the act of good faith with me. When I initially contacted Star 1 to inquire about repairing my roof, I was specifically told over the telephone on October 31st, 2022 I need you to sign an agreement so that I can speak with your insurance provider. I was never told; I was entering a binding financial contract between myself and another person. The only reason I chose Star1 Contacting, LLC, is because they advertise FREE ESTIMATES on their website. I was told to sign the document so that Star 1 could communicate with my insurance company, communicate with my adjuster that is all. As a result, I understood that insurance would need to approve the claim before doing any work moving forward. Only now, do I understand why they clearly needed the agreement as communication ceased after the agreement was signed. I have text messages stating Star 1 was aware I had filed a claim & was waiting to hear back from my adjuster, but nothing was approved. I feel that whoever spoke with my adjuster intentionally left me out of the loop. There is no signed contract indicating that I agreed to pay for the services performed. The contract that was signed did not include estimates, labor costs,dollar amounts, detailed payment arrangements, payment due dates, explainable actions such as the amount to be paid for services, or the deadline for payment. The document you returned to me and posted in this complaint is clear evidence. The work performed on my home was without authorization, and I was unaware that the contractors were on my property. I have never received one estimate or invoice,nor did I ever give my permission to do any work on my roof. Therefore, I cannot be held responsible for the cost of the services. I have the complete chronology regarding how this unfolded. I never met anyone in person, nor gave anyone permission to start work on my home without knowing how much I would have to pay. Im prepared to prove in a court of law,how many times I requested an estimate, via dated text messages & phone calls but did not receive a reply. Without a **************, it was impossible for me to agree to any work being done on my home.

      Customer Answer

      Date: 05/26/2023

      I am rejecting this response because:   The attached agreement was signed based on false pretenses. I have been 100% transparent in my dealings with Star1. I assert that Star1 Contracting, LLC has not returned the act of good faith with me. When I initially contacted Star 1 to inquire about repairing my roof, I was specifically told over the telephone on October 31st, 2022 I need you to sign an agreement so that I can speak with your insurance provider. I was never told; I was entering a binding financial contract between myself and another person. The only reason I chose Star1 Contacting, LLC, is because they advertise FREE ESTIMATES on their website. I was told to sign the document so that Star 1 could communicate with my insurance company, communicate with my adjuster that is all. As a result, I understood that insurance would need to approve the claim before doing any work moving forward. Only now, do I understand why they clearly needed the agreement as communication ceased after the agreement was signed. I have text messages stating Star 1 was aware I had filed a claim & was waiting to hear back from my adjuster, but nothing was approved. I feel that whoever spoke with my adjuster intentionally left me out of the loop. There is no signed contract indicating that I agreed to pay for the services performed. The contract that was signed did not include estimates, labor costs, dollar amounts, detailed payment arrangements, payment due dates, explainable actions such as the amount to be paid for services, or the deadline for payment. The document you returned to me and posted in this complaint is clear evidence. The work performed on my home was without authorization, and I was unaware that the contractors were on my property. I have never received one estimate or invoice, nor did I ever give my permission to do any work on my roof. Therefore, I cannot be held responsible for the cost of the services. I have the complete chronology regarding how this unfolded. I never met anyone in person, nor gave anyone permission to start work on my home without knowing how much I would have to pay. Im prepared to prove in a court of law, how many times I requested an estimate, via dated text messages & phone calls but did not receive a reply. Without a **************, it was impossible for me to agree to any work being done on my home.

      Business Response

      Date: 08/08/2023

      **************, 

      We do apologize that you are upset with our ***************** Tarping provided at your address on Brixton Ct. No where do we advertise for "FREE ESTIMATES," for emergency services such as tarping, which was the service provided to you. We do in fact advertise " FREE INSPECTIONS" of properties. Where the agreement is concerned, yes, we must have a signed agreement to speak with insurance companies regarding claims. Once the agreement is signed to correspond with Insurance, we bill them directly. Your agreement reflects this, the agreement you signed clearly states that you agreed for us to perform emergency services for insurance proceeds(payment). As stated on your contract and multiple times before, we only agreed to perform, "*****************s, Emergency Tarping Only." at your location address. We did not agree to roofing repairs. Your insurance company was billed directly (per our standard process), and we did speak with the assigned adjuster and supervisor on your claim, who stated that your $10,000.00 deductible was NOT met and you are responsible for the emergency tarping bill. By state law the insured is required to pay their deductible. The roof on Brixton Ct. was tarped almost a year ago and served it's purpose,we have yet to receive payment. 

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