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:02/02/2024

  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.

  The issue is that on January 5 S&R Remodeling cut three large holes in my existing roof in order to install lifts for accommodate the new roof for our 3 season porch. They covered the holes with 3 plywood slats but the holes have not been sealed or addressed yet. The siding was also removed from that side of my house on January 8. As of Wednesday, January 30th I started seeing water in my basement a full floor beneath the holes damaging both insulation in my walls and my finished basement area ceiling and potentially the floor as well. It is likely the damage started several days sooner than that, but it wasn't until there was a puddle of water on the floor that it caught our attention. I tried calling S&R Remodeling that night and sending an email and *********************** the owner said he would come out on Thursday, February 1 to "assess the damage". ***** was at my house for all of 15 minutes on February 1, acknowledged that the damage is likely due to the snow melting off our roof coming in through those holes I previously mentioned, and said "oh this is no big deal" and "we'll make it right". He was not in a rush to close my roof and could not even tell me when the roofers would be out to close up the ************* the leak from continuing. I followed up with him Thursday afternoon and let him know that I was not comfortable with just waiting on-end for the roofers to arrive and he never responded to me. At this point, I am assuming I have damage in my attic to my new insulation that was installed in 2021, inside my walls, the door to my new three season porch is swollen and likely water damaged, all the way down to my basement where there is likely damage behind the drywall in my finished space as well as my unfinished space, all with no hope of stopping the damage for continuing or their action to improve the situation. I have email records of my communications with S&R Remodeling and the lack of response as well as pictures of the damage.

  Business Response

  Date: 02/21/2024

  **** emailed at 7 pm on a Wednesday about a leak in the basement and threatened to contact our insurance company. ***** was at her home the next morning by 9 am to assess the damages. While he was there, he discussed with her the next steps that would need to be taken. At 1 pm that same day, **** sent another email expressing she was uncomfortable with the situation. The next morning at 8 am she let us know that she had filed a complaint with consumer protection. Within 24 hours she had filed a complaint against us.

  Since then, ***** has been in contact with ****. In an email, he listed exactly what steps would need to be taken to repair the damages. **** agreed to these repairs. The roof has been fixed and the leak has stopped. Damage was minimal.

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I want to make a few corrections and clarifications about this issue and the damage sustained to my home.

  
  Yes, I did file this complaint in less than 24 hours from ****** visit to my home. However, my initial contact about the water intrusion was Wednesday, January 31st. I placed one call to ***** my project manager and left a voicemail at 6:45 PM, then I made another call to the main office number and left a message at 6:49 PM. Since I had water and no other way to contact S&R with the urgency of my issue, I then sent the email provided.

  
  When ***** arrived at my house on February 1, he spent no more than 15 minutes evaluating the damage visually, with no tools to verify the severity of the damage. As I had previously suffered water damage, the more I thought on this visit the more anxious I became. I emailed S&R at 12:39 PM noting my concerns, and again at 6 PM that evening when I discovered continuing water damage in my basement. It was my expectation that water intrusion into a home would be a priority for stopping the damage from continuing and keeping in contact with me in case the situation worsened. I submitted this complaint because I felt I had no other method for communicating the urgency of this issue with S&R.

  
  I will provide the full communication I have had with S&R regarding this issue since my complaint was filed for this record. I have spoken with the *************** ******************** ********* Agents,other contractors, and ********* (water remediation experts) and all parties have supported my concerns that my situation and the damage was not being taken seriously. S&R did nothing to mitigate the water coming into my home from the time of first report until the following week.

  
  In the attached report from ********* documenting the damage sustained two weeks after initial communication, you will see that not only is the damage extensive, it also includes areas of the floor and subfloor which may require replacement of the floor throughout my kitchen, dining room and laundry room with an unclear financial impact at this time.

  
  While S&R has been communicative in the last two weeks about this issue, given their lack of concern about the damage in the first place, downplaying my concerns, and lack of willingness to proactively prevent further damage and completely evaluating the extent of the damage, I would prefer that the damage is repaired by another party of my choice. I am amenable to finishing out the original contract for the 3-season porch as written, but I would not like any extra work to be performed by them.  

  
  I have filed a claim with my insurance company to cover the costs of both drying out my home and repairing the water damage. My claims adjuster has indicated to me that S&Rs insurance will have the opportunity to evaluate the damage and that they will likely be subrogating the claim to S&Rs insurance. I personally purchased plywood and attached it to the side of my home where the house wrap is flapping loose to prevent further water intrusion at the recommendation of my insurance agent and the weather we are expecting Friday February 23 and into next week.
  
  Regards,
  
  *******************

  Business Response

  Date: 03/13/2024

  The roof has been fixed. We responded right away and have gone over options to make the repairs, which at first was acceptable to ****. Since then, she has refused to let us make said repairs. We have the right to cure, as laid out in our contract, that was signed by the homeowner. We are unsure how this will be resolved as **** refuses to let us perform our duties to correct the issue.

• Initial Complaint

  Date:08/01/2022

  Type:Product 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.

  I made a $6,500 (25%) down payment on 09/06/2021 to S & R Remodeling to complete a deck project. It's now been almost 11 months since making that down payment, and they still haven't started the project and won't schedule a start date after dozens of emails and calls.

  Business Response

  Date: 08/29/2022

  BBB COMMENT SKW:

  I have started the work. We told him we would do the work in the Spring it is 95% done and he is very happy. 

  Customer Answer

  Date: 08/29/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************