Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept. 15 of 2022 I had a product called Roof Maxx applied to my roof. This application occurred after the roof was inspected by ***************************, the Dealer Contact, and assured by him that my roof was a good candidate. I spent $3410.00 to have my roof treated. Information regarding Roof Maxx states - "To allow for **************** protection, your asphalt roof shingles must remain flexible. A flexible roof not only allows for daily contraction and expansion but is also better able to withstand the effects of high winds, rain, snow, and hail. Roof Maxx guarantees that the treated asphalt shingles will remain flexible for a period of five (5) years from the date of treatment." In March of 2023 I contacted ****** to let him know that granules were coming off the roof at an alarming rate. After an "inspection" where he mentioned wind as the culprit, he told me to let him know if by summer this was still occurring and he would come out and do another light coat. On May 9th we had a small hail storm and the roof again lost even more granules. I contacted my insurance and they came out to inspect. Result was I need a new roof and that my shingles were dry and brittle. Adjuster did not believe my roof had been treated with anything. I have made three attempts to contact ****** and *********************, Director of ********************* at Blue Spruce. My first email to ****** said he wanted to speak to me. I then contacted *********************, twice. But, no one has contacted me since and neither he or ******, or anyone, is returning my messages

  Business response

  08/09/2023

  from:*************************** <*********************************************>
  to:*****************************************
  cc:*************************** <*******************************************>,
  ************************* <*******************************************>
  date:Aug 9, 2023, 11:26?AM
  subject:Complaint Response #********

  Good morning *****,
  
  Thank you for your patience on this matter. Please find this response is in regard to complaint #********, regarding **************************
  
  In reviewing the complaint from ************************* we feel like we have not mislead or mis-represented what Roof Maxx does. 
  
  At the original time of inspection we informed ***** that her roof was not going to receive a warranty and that this product was only going to assist in helping her get by for another year or so. The roof was totaled by hail damage and pictures of this was shown to **************** and she agreed that she would want to proceed with spraying the roof anyway. 
  
  The granules in her gutters are in excessive amounts and this was also mentioned to *******************
  Wind and hail are certainly the cause for granule loss as the roof was only sprayed to assist with another year or two at **** This was also discussed with ******************* 
  
  I have attached the link to our photo report showing that there was hail documented at the time of the original inspection. On the re-inspection that we provided ****************** we walked the roof and the shingles were definitely darker and looked "less aged" because of what roof maxx did to the roof with the product applied. 
  
  In regards to her attempted contacts, we do want to apologize as this was missed on our end. This was not intentional, and the business development manager that was in place at the time ****************** reached out has resigned from the company for another opportunity. We are happy to provide ****************** a 50% reimbursement at this time that will be accompanied with a non-disparagement agreement in place. This would amount to $1705.00. If ****************** would like to agree to this and sign the agreement then we are happy to do so. 
  
  In the even ****************** would like us to cover and file a claim with her insurance company for the hail damage to her roof. we can provide a lifetime warranty on the roof for workmanship (25 years) and materials of (20 years) and provide her with a class 4 shingle. If we were to do this, we would still request a non-disparagement agreement is signed and we can offer her a 75% reimbursement on the Roof Maxx Application, amounting to $2557.50.
  
  Please find the original invoice in the attachments. There is also a link on the website highlighting Roof Maxx's warranty coverage that is extended. It does not state in any uncertainty that the roof is able to withstand hail damage. I have also attached a hail report highliting the fact that the damage on her roof was existing before our application. This damage on 9/11/2019 of ****" hail is what appeared to be the most recent damage that caused the current pre-existing damage. 
  
  Lastly, Please find the photos showing the white liquid applied to the roof proving that the roof was indeed treated. 
  
  Roof Maxx warranty
  *****************************************************************************
  
  *********** link showing existing damage and notes on pictures that were presented to ******************* 
  *********************************************
  
  Final Invoice/receipt is in attachments.
  
  Please let me know how to proceed with this from our response. 
  
  Thank you
  
  ***************************
  
  Owner/Founder
  
  ************ Cell | ************ Office
  
  ********************************************* | bluesprucecg.com

  Two attachments
  
   

  Customer response

  08/15/2023

  Complaint: 20310959
  
  I am rejecting this response because:

  I have never seen this invoice with the statement - A 5 year warranty will not be given at time of completion, due to existing hail damage on the roof. This is a total fabrication. I have attached the original estimate after my roof was checked out, please note it does not say anything about hail damage. My roof was not totaled, which is the reason for considering Roof Maxx. Because it was not in need of a replacement I thought Roof Maxx was going to prolong it NOT for a year but five years. Prior to calling this company my roof was examined by the insurance adjuster and two roofers who confirmed my roof was not yet in need of replacement. The very link Blue Spruce provided in their response for Roof Maxx warranty does not even mention a limited warranty of less than five years. My neighbors adjoining home (duplex) has the same shingles, built the same year, as my home. According to the roofers who examined both roofs, our shingles were in the same condition, dry and brittle. They could not determine that my shingles had been treated with anything.
  Please see the attached email thread which confirms that I asked them about whether my roof was a good candidate for this spray. As you can see, there is no mention, anywhere, of a guarantee of less than 5 years. I have also attached the estimate they gave me. The email thread also clearly shows that my roof was a good candidate. At no time did anyone suggest the application would be worthless. Why on earth would anyone living on SS income spend over $3410 for something thats not guaranteed to do anything? They wouldnt. I wouldnt.  If it's true that they thought my roof was totaled, why is that not mentioned anywhere (except this bogus statement they gave you) and why would a reputable company have even considered applying something they knew was absolutely worthless. What is more likely is they did not even apply the product Roof Maxx, or Roof Maxx does not do what it's guaranteed to do?
  They have laid out a couple of scenarios, one I take a check with an amount that appears to be arbitrary, or I pay a company I no longer trust, to replace my roof. Both are ridiculous to consider. I believe Blue Spruce owes me $2830.30. (60 months divided by the number of months the product was on my roof, 5 months, or 83%, before it was determined this product did absolutely nothing to protect my roof.)
  
  
  Regards,
  
  *************************

  Business response

  09/13/2023

  from: *************************** <*********************************************>
  to: ***** Look <**************************************>
  date: Sep 12, 2023, 6:08 PM
  subject: Re: BBB Complaint - Additional Information is Needed - follow up notice

  Hi *****,
  
  We will settle for $2500 but require that ***************** sign a non-disparagement agreement before we release funds to her for what she feels she should be owed. Please let me know if she is willing to consider this. 
  
  ***************************
  Owner/Founder
  ************ Cell | ************ Office
  ********************************************* | bluesprucecg.com
  
   

  
  

  Customer response

  09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

  Customer response

  09/13/2023

  So, I am unsure of next steps - do they send me the money and release directly or does it come from you?

  Thanks

  Customer response

  10/03/2023

  from: '*************************' via Dispute Resolution <*****************************************>
  reply-to: ************************* <******************************>
  to: "*****************************************" <*****************************************>
  date: Oct 2, 2023, 5:10 PM
  subject: Dispute #********

  Hello, it has been over 2 weeks that this was resolved and I have yet to hear anything from this company regarding my reimbursement.
  Should I assume they are not going to honor this?
  
  Thanks,
  ***********************;

  Customer response

  10/03/2023

  Why does your message say "the consumer has rejected," etc.? I agreed to accept their last offer.

  Thanks 

  Customer response

  10/03/2023

  Okay. Thanks.

  Customer response

  10/13/2023

  On September 13th, ****** sent a message to ***** at the BBB stating he would "settle for $2500 but require that *********************** sign a non-disparagement agreement before we release funds, etc." I agreed to that  settlement but have not received this agreement nor the settlement amount. The BBB said to give them 2 weeks to respond. I waited the 2 weeks, plus, when I did not receive anything, I reached out to the BBB to inquire if the company intended to honor their agreement, Again, I have not received anything from this company as of today.

  The settlement amount is $2500, which we all agreed to. Is he waiting on me to produce my own "non-disparagement" agreement?

  Thanks

  Business response

  10/26/2023

  from: *************************** <*********************************************>
  to: *****************************************
  date: Oct 26, 2023, 4:14 PM
  subject: Nondisparagement- ***********************

  Please see attached
  
  
  
  ***************************
  Owner/Founder
  ************ Cell | ************ Office
  ********************************************* | bluesprucecg.com
  

  One attachment
   

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. AGAIN!
  
  Regards,
  
  *************************

  Customer response

  10/30/2023

  Hello, not sure I understand what else I need to do.  I sent this same signed document to the BBB last Friday. Is there something wrong with it?

  Customer response

  10/30/2023

  I will resend the signed document to the email address requested. Thanks

  Customer response

  12/04/2023

  from: ************************* <******************************>
  reply-to: ************************* <******************************>
  to: ***** Look <**************************************>
  date: Dec 4, 2023, 12:42 PM
  subject: Re: complaint #********

  Hello *****, I received the check and deposited today. I will let you know if it does not clear by the end of the week.
  
  Thank you,
  *****

  Customer response

  12/11/2023

  from: ************************* <******************************>
  reply-to: ************************* <******************************>
  to: **************************************
  date: Dec 7, 2023, 11:47 PM
  subject: Re: complaint #********

  Hello *****, 
  I checked late Thursday evening and the check appeared to have cleared.
  Thanks for your help.
  *****

*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. ↩