Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 6th, 2023 I was presented a contract by Scott B roofing of ***********. He was contracted to replace flat roof on my garage roof. The contract indicates a tear off to existing deck to expose any broken or rotted wood. It indicates replacement and if any additional rotted or broken wood needed to be replaced, an additional charge would apply. I was provided a profollio listing past customers and a Bio providing background and his commitment to provide customer with knowledge on the purchase and how to make a informed decision. It also states that the owner Scott ******* would oversee every aspect of the business and is very hands on. Pledges to stand behind and will be there before, during and after the project to answer questions, hear concerns and ensure satisfaction. On October 17, 2023 I contracted Scott B roofing and signed contract with a down payment of $1300.00.I was told that I would receive a call to schedule the project. On October 20th, while away from home; I received a call from ****************** stating that his crew was at my home and had already started with the tear off of the roof. He also stated that I need to replace the soffit and facia. At that time I was unclear as to what he spoke of. He told me to ask the crew ******* when I returned home. I returned as soon as possible and the crew had already started the replacement of plywood on the roof. I asked what is the soffit and facia and it was pointed out to me from the aluminum outside of the garage. I inquired about replacing and was told it could be easily done at a later date and I would have to speak to *****************. I called him and was told to wait until it falls and he would come back and address the issue then! The crew applied the new plywood although the facia wood was rotted in sections and therefore unable to attach securely. I have pooling and water running down the garage after every rain fall. This is unacceptable and he will now not respond! 

  

  Business response

  09/09/2024

  I am either on site or have a designated field manager/******* on the project to oversee the work being performed.  In addition, we documented this project with over 50 photos from start to finish.  I reviewed personally each one of those photos. Due to the size of this project, I explained to the customer that we would squeeze her in the schedule as weather and workload would allow. I thought it was made clear that it might not be a full days notice. The property that is the subject of this complaint was older and was poorly designed and constructed.  I explained to the customer that we would only be replacing the roof surface and some plywood decking.  I let the customer know that this property would need to be redesigned to fully correct the issues that were present, but our scope of work would be to resurface the roof as we are a roofing company,not a builder.  Flat roofs, especially on older buildings, can have ponding and some of the attributes that the customer is describing.  The structure would need a redesign and reconstruction, which is beyond the scope of work for which we were contracted and would far exceed the costs incurred.  Such a reconstruction might include changing the roof from a flat roof to a sloped (shingle) roof.  I, along with my field manager, visited this property several times after our work was completed. We made several minor adjustments to try to please the customer. We tried after the completion of the initial roof replacement to go above and beyond what was contracted and attempt to further satisfy the customer.  We did not charge the customer for some fascia boards that were rotting and replaced.  The property structure was not great, and the roof replacement was performed properly and as contracted.  and we tried to communicate with her the best that we could to help her understand.  

  Customer response

  10/03/2024

   
  Complaint: 22208786
  
  I am rejecting this response because: This response is unethical and appalling that this business has fabricated the events that actually did occur. I was not given any notification from the business until they were in the process of tearing off the garage roof. There was a return to add caulking to the ends which were visibly not connected. I was . not given this information verbally or in writing until  this correspondence. When I asked the owner about the repair of soffit and fascia, I was told to let it fall and he would return and then address the issue. I asked his ******* and him on that day  and had I been given this information I would not have proceeded with the project and certainly would have elected to have it done correctly. This is not my first complaint with this business. I contacted the contractor"s desk at ******* and spoke with the supervisor and as a result he is no longer able to advertise on that board. I do not accept  this response,  you realized it was  beyond your scope and yet you charged for something that would ultimately need to be redone in order to correct the issues, you therefore created more issues and this certainly  coming from someone with 35 years experience is non-acceptable!
  
  Sincerely,
  
  ********** *********

  

  Business response

  10/21/2024

  In response to the complaint for Ms. ********** we provided a thorough response to the complaint.  We did see another email, but logged back in and did not see any further items. so perhaps there was a miscommunication/misunderstanding.  Please review our original response and note that we went above and beyond in an attempt to please this customer.  Please note that if a structure is substandard, a replacement roof can only fix the single problem that the roofing contractor is hired to complete and not repair other aspects of the property beyond the scope to bring a property to a place of reconstruction or repair beyond a re-roof (e.g. resurface of the roof only).  We performed the work within the scope of our contract and exceeded our contractual obligation in an effort to please this customer who despite our efforts seems to be unwilling to be satisfied other than for us to have completely offered our services in good faith for free.  We do strive for customer satisfaction, however, we do not feel that a refund is due, since we performed our work, met our obligations and even exceeded the customer's request and initially signed contract.  It is unfortunate that at the very least, this customer did not have a clear expectation of what a re-roof would provide, but it was explained several times during several visits to the property before and after the project was completed.  We would be happy to have a conversation offering further explanation to the customer.

  Customer response

  10/25/2024

   
  Complaint: 22208786
  
  I am rejecting this response because:
  I contracted with Scott B Roofing because of the elaborate portfolio which was given to me with the estimate. It stated over ************************************************************ making an informed decision as to what would be needed to address any issues. I do not ask that the work be done without compensation but that the work be done properly and according to the standard practice of license and certified ********************** company. I expected honesty along with integrity per his elaborate portfolio. I was made aware of the issues with the suffix and fascia on the day of tear off. I was told by the site ******* it would be an easy fix and could be repaired at a later date. He stated that the fascia wood would only need to be slipped under the new roof. I immediately called Scott ****** and was told by him wait until it falls then call and he would return an address the issue. This is stated in an email sent to Scott be Roofing November 16th 2023. This is totally unacceptable! He did return after completion and gave me a price of ***** plus to replace the suffix and fascia. I was given no explanation at the date of tear off other than a simple fix and wait until it falls and call and he will return. In his reply he stated he was a roofing company and not a builder in his initial reply. Yet he did return and give me a price to replace soffits and fascia. I have had my garage roof repaired with the suffix and fascia replaced. I've learned that absolutely no facial wood was replaced as stated in your answer. You stated you did this without a charge yet I now know you did not replace any of the facial wood. I have pictures from the roofing company and I am waiting on a statement of the condition of the roof before repair. The water was running down the side of the structure as noted in pictures I previously sent and the pill and stick was not 100% secure as also shown in previous pictures I also sent a video where part of the wolf was unstable and with move whenever stepped on. I was not given the information at the time of install and would have never elected to have a new roof installed with rotten wood below! This was not the company's decision to make. I feel I have been taken advantage of as a senior and a late person! But I am not ignorant to any information given to me. You did not explain why water is running down the building structure when this was not happening before your install! You at no time until this correspondent with the Better Business Bureau attempt to explain anything! I have all the copies of emails sent to service manager at Menards and Scott be Roofing and none of the information I have provided has changed. As I stated in an earlier corresponding I am appalled that you would fabricate the events as really did happen! Finally no you did not go above and beyond in an attempt to rectify this matter! I called the owner repeatedly and he would promise to return call but not do so. Only until I contacted the BBB and now the state's attorney office do I get a response from this business. I am resubmitting some of the pictures and the video to prove what I am speaking of.
  

  
  

  
  Sincerely,
  
  ********** *********

  

  Business response

  11/05/2024

  Please refer to our previous response as it was thorough and captured the details related to this issue.  We stand by our previous response.  

  Customer response

  11/11/2024

  Complaint: 22208786
  
  I am rejecting this response because: Once again I emphatically reject the business response! I am appalled that although I have sent pictures proving that the roofing job was not sufficiently done they continue with this nonsense! In the first response they stated that they replaced some of the fascia wood without any compensation from me. This is totally untrue as I have had the roof redone with the fascia board replaced and I am told from the contractor that none of the wood was replaced! I will be submitting again the pictures showing where the seams were not adhered along with proof of water overflow down the structure of the garage. I will also add a letter from the roofing contractor who redid my garage roof.
  
  Sincerely,
  
  ********** Greenleaf  

  

  Business response

  11/22/2024

  i stand by my response.  Please refer to my previous response.  

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