Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A representative came to my home to solicit his companys services. He advised that the type of shingle currently on my home (3-tab) were discontinued but would work directly with my insurance company to assist with getting the repairs completed with an architectural shingle that is better. My insurance company approved the front half of the roof to be replaced. The representative then attempted to convince me to pay out of pocket replace the back half as well however I declined and requested to have only the portion covered by insurance completed. The agreement in the contract was to use 3 tab shingles that were similar to what I have as I did not want a mixed-matched roof. The crew arrived unannounced 8/15/24 to complete the work. I arrived home later that evening to find that the shingles used were architectural and not 3-tab. I spoke with a manager representing the company who again advised that 3-tab shingles have been discontinued and gave me two options to either have the portion they installed replaced or to have the architectural shingles installed on the rear portion of the roof to match. I opted to have the rear portion of the roof completed. We met at my home 8/19 to go over the work that would be completed only to find out they would be putting shingles on top of what is in place now. I asked if during initial conversations I had opted to have the whole roof completed would they have placed shingles on top of existing ones he responded no but wanted me to understanding of how much more it would cost them for this mistake. Later that same day I received a text stating they would not be completing the rear of the roof but would remove the shingles they installed and installing the 3-tab. I did not agree to this when I spoke to the manager however I did ask for a sample to put against my existing shingles. 8/27 I received a call from the manager to discuss when his crew would be out again I requested a sample that he said would be here 8/28. Nothing yet

  Business response

  09/09/2024

  We contracted to do the front slope of the roof covered by insurance which was for a 3 tab slope replacement. We made the mistake and put on architectural instead. We came back out to discuss putting architectural shingles on the back slope to match the front, since it was only a one layer roof with no damage on the back, adding a layer on top would not be against any building code or against their insurance policy and we wanted to make things right. Homeowner wanted us to remove the back slope and replace it like the front but I advised this would cost us more. So I said I would get back to her once i figure out what we could do after speaking to the rest of management, whether it be replace the back slope entirely or remove the architectural from the front and install 3 tab as contracted.  Which our decision was to remove the shingle we installed, and replace it with 3 tab as planned. Yes we have taken some time to get out there to get the samples matched, and we do plan on doing so we have been tied up with other projects going on but do plan to make it right, and will be reaching out to the homeowner to make things right as soon as possible by the end of the week.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *********************** and ******************************* from Stratus Roofing LLC knocked randomly on my door one day back in March of 2024 and asked to look at my roof. Before I could say yes, they already had a ladder up against the house. Then, *********************** told me he would get me a brand new roof without paying a cent. I kept telling him that I did not have any money for a new roof. He told me he could get the roof paid for by insurance and not have to pay a dime. I told him I would owe my deductible and he said no I wouldn't. Then, him and the other guy made a call and then handed me the phone to confirm my phone number. Next thing I know there was an insurance claim that I did not report. I am in my 80s and this is predatory behavior and also illegal to waive a deductible. They have also called me multiple times to see when my insurance would be out to inspect my roof.

  Business response

  06/04/2024

  Hi, this is ************************* the General Manager at Stratus Roofing I apologize for the delay in responding to this complaint. I have spoken to the mentioned personnel that worked for us that stopped by the homeowners home who are individuals who are no longer working for Stratus Roofing LLC. They had stated everything leading up to filing a claim was fine and going good when talking to the homeowner, it was not until after the claim came back as an approval and a deductible was shown to be paid that things took a turn and homeowner no longer wanted anything to do with those individuals or the company. We do not condone these things or ever off to do away with paying a deductible, we sometimes offer a marketing credit , and we always ask for customers approval and signature on paperwork we use to show insurance that the homeowner allowed us to file a claim and speak on their behalf to the insurance about their claim. We would like to resolve this issue immediately. Please feel free to reach out to me @ ************ , thank you

*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. ↩