Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** **** is a condominium association in *********** **. In April of 2019 the association contracted with Klaus Larsen to replace the roof on a barn that is part of our property. The roof leaks - and has for a few years. All attempts by our maintenance supervisor and our property management company, Imagineers, to have the issue repaired has fallen on deaf ears. All we want is for Klaus to honor their warranty - 10 years on the shingles and 20 years on the warranty. The roof needs to be repaired before there is more significant damage.

  

  Business response

  12/20/2024

  We were dealing with this customer directly and this is the first response we received from you, how has this been closed out?  Customer was calling a past employees cell phone directly and not ours.  Please open complaint so we can properly respond.  Also these are being Sent to ****** who has not worked at or company for well over a year. Maybe this is why the complaint was not received? 

  

  Business response

  12/24/2024

  Good afternoon, This customer was requesting service through a past employees personal phone number. Once we received BBB complaint we have been in contact with customer directly.  The repair is covered under warranty and service is set for January 14th. Please let me know if you have any additional questions.

  Thanks!

  

  Business response

  12/24/2024

  Good afternoon, This customer was requesting service through a past employees personal phone number. Once we received BBB complaint we have been in contact with customer directly.  The repair is covered under warranty and service is set for January 14th. Please let me know if you have any additional questions.
  Thanks!

  Customer response

  01/02/2025

  Hello

   

  The last info you sent stated Klaus would be fixing the roof by January 14.

  So there is no resolution as of yet.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Good Afternoon. Last Spring we had a new roof installed by Klaus Larsen. At the time of the roof project, the salesperson visited our home, conducted an inspection and we also arranged to have new gutters put on. We asked for, and were sold at additional expense, clog free gutters. The roof project went very well and the installation of the gutters as planned. This fall we learned of a problem. The gutters have not performed well, clogging completely at each point on the house and garage. We had to remove the screening and clean out the clogs by hand. I contacted Klaus Larsen in November to request a repair or alternate solution. After several follow up calls, I was told by Melissa that the system we have doesn't work with pine needles. This lot of full of pine trees, and this would have been evident to the salesperson at the time of sale (see attached photo). We believe and expressed to Melissa that we were sold the wrong product and needed a solution. I even stated I may be willing to contribute to the expense if a different system was needed. At this point, despite our additional follow up, we have no resolution and no further contact back from Klaus Larsen. We are seeking either a repair, replacement or refund based on their error and misrepresentation in sales. Thank you

  

  Business response

  02/06/2023

  Good morning,

   

  I’m responding to complaint #********, we are currently working with the customer to change out the outlets on the downspout. The customer agreed to this resolution. We are waiting on the homeowner to confirm a date back with us.

   

  If you need any additional information, please let me know.

   

  Thanks,

  Stephanie

  Customer response

  02/16/2023

  Wanted to follow up on the above complaint.  I had been traveling and away from email so not able to respond before you closed the case out. 

   

  We have had additional work done by Klaus Larsen.  While we will have to wait until fall to see if their remediation was effective, we are satisfied with the response and solution provided by the business.  

   

  Thank you 

   

  ***** ******** 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our church roof was replaced by Klaus Larsen LLC last December and has been leaking ever since. The contractor refuses to come out and fix even though we have a 25 year warranty

  

  Business response

  06/20/2022

  Klaus Larsen roofing will be addressing the sidewall flashing leak after July 4th per customer request.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We contacted Klaus Larsen for a shingle roof replacement and replacement of a rubber roof on the back of our property. We met with them and signed a contract on 1/24/22 and had our work completed on 2/2/22 and paid in full, for a total of $18,075.21. There was still snow on the ground and the property was a mess with nails, black tarry residue, staining to our (brand new) siding, and cracked siding pieces. We noted these things with the contractor, and he advised us to give it a few days. There was rain in the forecast and he promised to come out within a week if the rain didn’t wash away all the mess. Needless to say, it did not, and within three days of the new roof being put on we noticed large orange stains around two pipes coming out of the roof. We reported this multiple times to the contractor and asked him to come out and assess it and fix the cleanup items. He essentially ignored us for the better part of a month and a half, finally showing up on March 17 to remove the nails and fix the siding. He promised that our patio would be power washed. We have followed up with him weekly since then and still have no date for power washing. He attempted to remove the orange stain, said he could no longer see it, but it is still very clearly there. I understand that they have been in communication with the shingle supplier, but we now close to 3 months out and have a roof that looks worse than it did before we paid them $18k, and have spent Considerable time chasing them down to get anything done. Our time is valuable, and we would like the outstanding issues addressed and are requesting some money back for the time we have spent trying to get them to respond.

  

  Business response

  04/21/2022

  We are handling every one of the customer’s concerns. We confirmed with the customer that Tuesday works best for them. We’re going out to fix the issues on the roof specifically, the shingles around the vent pipe boot. We will be addressing the stains on the patio, as well. Our team fixed the siding to the homeowner’s satisfaction last week. At this time, they seem to be amicable with all our solutions so far.

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have recently received a second opinion from another company on the roof that was installed in February.  The second opinion indicates that over and above the staining/cleanup issues, there is significant "snaking" on the rubber roof and there are 35+ areas in the front of the house alone where adequate room was not left for shingle expansion, leading to shingles lifting.  The second opinion indicated that the entire roof would need to be replaced at this point.  Also, the company indicated in their **** review response that their general manager had already been in touch with me, which was not truthful.  I have been waiting over a week to speak with him directly.
  
  Sincerely,
  
  ****** ********

  

  Business response

  05/05/2022

  We have handles all for the customer’s concerns on 4/26/2022. At this time, they seem to be satisfied with all our repairs.

  Customer response

  05/06/2022

  
  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.
  
  Sincerely,
  
  ****** ********

*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. ↩