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:05/30/2025

  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.

  I hired Brookens Construction to replace our roof post the hail storms. I was transparent with the salesperson from the very beginning that I was trusting him completely as I invested in such an expensive home improvement project because the language was ambiguous and outside of my areas of expertise. Of course the salesperson reassured me that I would be completely satisfied with the companies amazing work. Regrettably, Brookens chose not to replace was the drip edge. When I addressed the issue of the drip edge (which is all I requested be 'made right' despite a sea of missteps and a lack of professionalism too long to list here)- I was contacted and visited by different male employees who were patronizing, disrespectful in words and tone and completely disregarded my concerns. The employees and owner played on words, using semantics to argue that the contract called for drip edge and told me that what I 'really wanted' was gutter apron- despite acknowledging that my house currently has 'drip edge' along the gutters (imagine that). Unfortunately, there was no agreement reached and he threatened to put a lien on my son and I's home if I did not make a final payment as our 'contracted' services were completed. So, I paid in full for a job half done. I gave the company many opportunities and made many requests for them to simply provide the service I paid for. The owner told me that if I had been more humble and admitted that I was broke (condescending) that they would have worked with me. Everything about this experience has been so disappointing. As someone committed to lifelong learning, I strongly recommend that this company include visuals on their contracts to reduce ambiguity of services, and that they engage in a series of book studies and professional learning around customer service, and interpersonal communication as a tool for understanding and solution finding- with an emphasis around speaking to female customers with respect.

  

  Business Response

  Date: 06/03/2025

  Were genuinely sorry to hear you feel this way. We always aim to deliver exceptional service and clear communication, and we take feedback seriouslyeven when we strongly disagree with the characterization of events.
  
  
  To clarify, the work we performed on your home was completed in full according to the signed contract. You had an ACV-only policy and were looking for the most affordable option. Based on your request to reduce costs, we mutually agreed in writing to exclude the gutter apron from the scope of work. All other contracted items, including the main drip edge around the rest of the roof, were properly installed.
  
  
  After the project was completed, you asked us to go back and add the gutter apron. Even though that would have meant removing brand-new shingles at our own expense, we still offered to do the work for the same price it wouldve cost up frontnot an inflated rate. As another good faith option, we also offered a $500 discount on your final invoice. When you responded by demanding a $2,000 reduction instead, we declined and stood by the original agreement. You ultimately paid the invoice in full because the job was completed as contracted.
  
  
  We work hard to treat all customers with respect and fairness. While we understand your frustration, we must also respectfully state that our teamincluding our female office staff, who you yourself acknowledgeddid their best to help, despite the tone and treatment they received in return. Accusations of discrimination or stereotyping are not only inaccuratethey are hurtful and unfair to the people who genuinely tried to assist you.
  
  
  With thousands of successful projects under our belt and over 800 five-star reviews, this situation is not something we take lightly. But sometimes, despite best efforts, were unable to satisfy every person we serve. We sincerely wish you the best moving forward.
  
  
  Brookens Construction
  

  Customer Answer

  Date: 06/04/2025

  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.

  As I shared with the owner, my understanding was that I was being quoted for an entire roof replacement and everything that that entails. 

  Their claim that 'after' the project was completed I demanded the drip edge be replaced is dishonest. They told me they fired the salesman who worked with me for the way he wrote the ambiguous contract.

  I explained more than once that my understanding was that the drip edge replacement would be completed with the shingle replacement- which is why I said if it costs $2000 additional dollars to install the drip edge, that they should reimburse me that amount so that I could pay someone else to do the work because it still needs to be completed. The only item the salesman suggested I skip to reduce costs were my gutters. He said if the gutters are good don't replace them so I listened.
  

  I tried to help the company and told the company that they should provide visuals on the contracts because I would have NEVER spent ****** on a new roof if I thought they weren't replacing the gutter guard. I also recommended a book study and professional learning around customer service and interactions with female customers. 

  Their argument that gutter apron and gutter guard are two different things. Yes, technically, they are- and, I put 100% trust in them to deliver a complete project (conversation I had with the salesman at my kitchen table) and anyone can run a quick industry related search to see that the terms drip edge and gutter apron are used interchangeably.

  They have been arrogant, condescending, and patronizing- including the owner who boasted that "if you could've just had enough humility to say you're broke and you can't afford the final bill, we most likely would have discounted it by more than the $1800 you're trying to get through". I have not received an apology from the owner. His arrogance and lack of professionalism was clearly reflected in the work of his employees. Two of their male employees who were inexcusably disrespectful, rude and patronizing call to apologize to me for their behavior. Why would they apologize if they hadn't done anything wrong?
  

  The practice of giving the impression that everything was included in the price and not include the gutter guard at the end is an incredibly deceptive practice. Rather than simply admit they were wrong, made a mistake, and fix it, they turned the blame on the customer. 
  

  Gross abuse of contracts, customers who are trusting in their expertise and professionalism, just to deliver part of the promised project and then blame and shame the customer for being upset about it. Worst mistake ever contracting this company. Unfortunate, sad, disappointing and VERY expensive ****** in dishonest contracting.
  

  Regards,
  
  ***** ********-Cumbajin

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service 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.

  Contacted several times by a man claiming to be ***** ********* with Brookens Construction. He claimed to have been assigned to inspect my roof and went on to say he has tried calling and texting several times without a response and wanted to know what days he could stop by. I have never contacted him or his company. I live alone and do not appreciate being contacted over and over again, especially when I never asked for this. This latest email is an escalation I refuse to excuse and high pressure, deceptive sales tactics are shameful and disgusting

  Customer Answer

  Date: 04/04/2025

  Thanks for reviewing.

  these came from emails and the phone number were variants of ************

  please let me know if you need anything else. 

  

  Business Response

  Date: 04/04/2025

  Dear ***, 

  My apologies that we bothered you. I can assure you that we are not blindly cold-calling random phone numbers. Any person we reach out to has filled out a form on our website. Unfortunately, sometimes 'bots', or even random people, input random data and we get spam leads. Most of these we're able to filter out as there will typically be some discrepancies in how the data is input, whether typos, or addresses in wrong fields, or located in a completely different country. However, when we get lead info that comes in where everything appears to be legitimate, phone number and area code looks good, it's a real address, and the address is located in an area where we work and have been doing work; it's our job to take the lead seriously and reach out. You're information came through on our 'Contact Us Form' through our Main Website and appeared to be a valid lead.

  Again, I apologize for the inconvenience our representative caused you by attempting to reach out. ***** showed me your email response to his email, and while I wanted to reach out to explain what happened, I also wanted to honor your wishes for us to not try to contact you again.

  I would ask that you please take down your negative review as we are only doing our best to serve our customers and provide a high level of service; it is not our intent, nor has been a practice of ours, to try to contact random folks through phone/email.

  Thank you and have a blessed day.

  Kind Regards, 

  ***** ****** I Sales Manager
  P ************
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