Complaints

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This experience with Saint Raphael roofing has been a nightmare! Not showing up when they are supposed to, not once but ********* missing work. Break my remote control GHOST gate. Absolutely no communication with me. Being bullied by the manager. ******* is metal with wood. They put the wrong screws, they put metal to metal. Im still having PTS imaging ******* peeling off like a can of sardines. If I didnt catch it, let me tell you it would have been bad. Not replacing panels they were supposed to. Then comes back with a s**** that will leak in a couple of years. There were ZAC screws on ******* prior. Thats what they should have replaced with. Not filling for permits. It goes on and on. Mean while between all this going on the company sold out to new buyers. Not one ever contacted me. Dont let the name fool you!

  

  Business response

  07/17/2023

  Homeowner has a history of threatening businesses to comply with unreasonable demands through the force of negative reviews, lawsuits or public complaints.

   

  Homeowner falsely claimed the gate surrounding the property was added in 2023 and accused our representative of damage to the newly installed gate. However, records clearly show the gate was installed in 2022 prior to Hurricane ***, and despite claiming to have the alleged incident on camera, homeowner is unable to provide the video evidence requested to repair.

   

  
  Saint Raphael Roofing offered a full refund of the deposit to which the homeowner declined, requesting the project move forward instead. Initial screws installed were an incorrect match to the order originally submitted to the distributor and Saint Raphael Roofing responded by sending a crew to the property make sure all materials used were true-to-contract.

  
  
  However, when crew arrived to honor the contract, homeowner insisted on altering project scope, demanding different screws with an upgraded finish be used instead. Crew traveled 58 minutes to service the property but were unable to complete the job they were contracted to do because the homeowner told them to leave.

   

  
  Text messages, emails and other documentation prove a professional handling of this account along with various attempts to remedy any concerns the homeowner has presented thus far.

  
  
  As it stands, the project is partially complete, meaning we can no longer offer a refund of the deposit based on costs already incurred. The resolution that is being offered is completion of the work per the terms of the contract so long as the homeowner is compliant in allowing us to do so.

   

  
  If homeowner is requesting installation of materials not listed on originally agreed upon signed contract (such as screws featuring an upgraded finish), that can be done through a second contract at the corresponding rate of such material.

  Customer response

  07/18/2023

   
  Complaint: 20253470
  
  I am rejecting this response because: They are fabricating.  They replaced my screws with Metal to Metal screws.  Not one worker knew that they werent the right screws, thats scary. I Included a picture. Gave them another chance. Then not replacing the area which they removed the Solar, they put screws in the holes instead. Which is stated in the contract to remove. I submitted a picture. Came with screws the second time, that would have leaked  and not have been long enough. Since my roof is on Shingles and the gauge of my he metal is 26, so 2 screws should have been placed in my roof. Pictures that I included showing Metal to Metal screws and the size of screws on the box. Being BULLIED by ***********************, the first incident. If I dont forget about my gate that ***** broke. They wont move forward with my roof. Even after telling him I have the camera footage.   I figured we all make mistakes. Forgave them time after time. When they are licensed and supposed to be a company you can trust. Never applied for a permit which DeSoto County requires.  Repairs on  roofs must have a permit. Knowing that if I didnt catch all this,  my roof would have been lost in a hurricane. The s**** wouldnt grip too the wood, plus being too short.  There was no inspector, permit was never applied for. Missing work,  it was confirmed each time they were coming and No Show, didnt have the product yet, but no one ever called to tell me they were not coming .  Ive included the text from *** stating hes pulling the men off the job. Im done! like I stated prior statement to the BBB. This company needs to be held accountable for what they did . 
  
  Sincerely,
  
  ***********************

  Customer response

  07/20/2023

  
  Complaint: 20253470
  
  
  I am rejecting this response because: They are fabricating.  They replaced my screws with Metal to Metal screws.  Not one worker knew that they werent the right screws, thats scary. I Included a picture. Gave them another chance. Then not replacing the area which they removed the Solar, they put screws in the holes instead. Which is stated in the contract to remove. I submitted a picture. Came with screws the second time, that would have leaked  and not have been long enough. Since my roof is on Shingles and the gauge of my he metal is 26, so 2 screws should have been placed in my roof. Pictures that I included showing Metal to Metal screws and the size of screws on the box. Being BULLIED by ***********************, the first incident. If I dont forget about my gate that ***** broke. They wont move forward with my roof. Even after telling him I have the camera footage.   I figured we all make mistakes. Forgave them time after time. When they are licensed and supposed to be a company you can trust. Never applied for a permit which DeSoto County requires.  Repairs on  roofs must have a permit. Knowing that if I didnt catch all this,  my roof would have been lost in a hurricane. The s**** wouldnt grip too the wood, plus being too short.  There was no inspector, permit was never applied for. Missing work,  it was confirmed each time they were coming and No Show, didnt have the product yet, but no one ever called to tell me they were not coming .  Ive included the text from *** stating hes pulling the men off the job. Im done! like I stated prior statement to the BBB. This company needs to be held accountable for what they did . 
  
  
  Sincerely,
  
  
  ***********************

  

  Business response

  07/25/2023

  Saint Raphael Roofing's documentation is included to demonstrate the validity of the company's response alongside homeowner's misrepresentation. Documentation provided by homeowner has been disputable in nature. Homeowner also claims to possess documentation such as video of the property's gate being broken but has failed to produce such valid evidence. Saint Raphael Roofing has offered to repair incurred damages upon production of such documentation but has yet to receive it.
  
  In regards to materials used, the following references are related to a crew arriving to ensure all materials are true-to-contract. As well-evidenced in the outlined exchange below, staff maintains a professional handling of the account while homeowner responds with a series of demands and threats. Refer to included receipt and screenshots of text messages for detailed visual proof of the following interactions.
  
  Text messages dated 6/22/2023: Homeowner is requesting 1 3/4 - 2" screws. Manager confirms an order is being placed for the requested size instead of the standard 1 1/2" normally used for this project type.
  
  Text messages dated 6/28/2023: Crew is on site to ensure screws listed on signed contract are installed. Manager is on phone with homeowner who is demanding screws with a different finish be used instead of what is on the signed contract. Manager sends text message photo of distributor receipt displaying line item descriptors matching contract material at the exact size requested by homeowner. Materials onsite are double checked for accuracy and waiting to be installed. Homeowner follows up with a series of threatening text messages and does not allow the crew onsite to continue project. Manager clarifies the current screws meet Florida Building Code and what homeowner is demanding are zinc alloy cap screws not specified in the agreement. Manager explains that if scope of work is to be changed, the charge will change in accordance with that material. Manager offers to provide a new estimate and schedule homeowner for the first available date. Homeowner proceeds to threaten and sets a ****** time of 1pm for the full deposit be returned or a complaint will be filed with the BBB and DeSoto County Court.
  
  In regards to the area beneath the solar panels specifically, the screws homeowner claims were incorrect are in fact correct for the temporary purpose they were meant to serve which was to fill the holes until the panels were fully replaced, a task that would have extended beyond the end of the day. However, the job would not progress towards completion due to the homeowner's uncooperativeness in allowing the crew to continue working.
  
  In regards to permitting, Saint Raphael Roofing remains within the lawful time for pulling a permit for roof repair in DeSoto county. Furthermore, the normal order of business was rearranged to accommodate homeowner's continual expressed desire to hire an alternate contractor. Pulling a permit would not have been in the homeowner's best interest under those circumstances as the county would have charged the homeowner an additional fee to switch which is why it did not make sense for Saint Raphael Roofing to pull a permit if an alternate contractor was to be hired.

  Customer response

  07/26/2023

   
  Complaint: 20253470
  
  I am rejecting this response because: 

  I supplied BBB with enough evidence to prove that the statements made from Saint Raphael Roofers were fabrication. The screws they came with after ***** not knowing my roof was on shingles and was told they needed 2 screws, were too short and wouldnt stay in my roof, so that statement once again that *********************** stated they were the right screws was fabricated. I supplied pictures of the final s**** they came that stated on the paper 2nd screw, also the s**** that I was told that should have been put in my roof because of the reason of the metal roof was on shingles. I also supplied you with a video for the reason of using the short screws they put in did not adhere to the roof. My original roof screws were 10x2, why wouldnt they use 2 wood to metal screws. After all this evidence I supplied to the BBB. I WILL NOT HAVE SAINT RAPHAEL ROOFERS NEAR MY PROPERTY! They are incompetent to do the work correctly. Their credibility was proven not to be who I thought they were. 
  
  Sincerely,
  
  ***********************

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