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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On June 4, 2024, a New Look representative (******* ***********) was dispatched to inspect work previously done by the company. At that time he was reminded that the correct kitchen vent still needs to be installed. ****** ****, the owner of New Look, had told us in a telephone conversation (around June 1) that the vent is sitting in his office. On June 20 I wrote a letter to Mr. ****, reminding him that the work needs to be done and asking for an installation date. I've heard nothing since.
Business response
08/06/2024
We have spoken with the customer and will be installing the vent. It was just a miscommunication.Customer response
08/09/2024
Complaint: ********
I am rejecting this response because: As of Wednesday, August 7, New Look Roofing stated that "They have spoken with the customer and will be installing the new vent. It was just a miscommunication". We had NOT been contacted by the company and have given them an additional two days to do so. There was no "miscommunication", our request had been given both verbally and in the letter attached to the original complaint to the BBB.
Sincerely,
******* & ***** *******Initial Complaint
08/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
New Look Roofing did a roofing job for me going through my insurance. The person who I initially spoke with was ***** *****. Outside of the first quote or contract I do not have any paperwork. Even upon requesting it multiple times from New Look Roofing on 8/23 ***** ***** texted me to let me know he would be coming by my home to pick payment and I informed him I did not have it. I offered to make monthly payments and again requested the amount due in writing and I received it in text on 8/23/23. On 8/24/23 ***** ***** texted me saying I have not made payments in months and I need to pay. Not even saying hey from our previous conversation yesterday we dont want to look at other options or anything. Because from the text on 8/23/23 monthly payment options was on the table and he was supposed to take it to the owner or whoever. But the unprofessional has to stop. I have my text and call records to verify that I did try to get information on amounts due following the days after work was completed with no success, the women who answered the phone had no information or than to speak to ***** and when I reached out to him he would tell me to contact the office. Not to mention the way things went when trying to get the work completedBusiness response
10/30/2023
The company indicated that it recently communicated with the customer and have worked out things out.Initial Complaint
05/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
He built a cover Porch with two supports poles and he told me that if it ever started sagging in the beams that he would come out and put up more support poles to stop it !! I called and he said he remembered saying that and his carpenter was 2 weeks out and he get to it well it’s going on two months now and he blocked my phone calls on my phone and my wife’s phone I need this fixed asap thank you so muchCustomer response
06/21/2023
Better Business Bureau:
The company has resolved our complaint.
Sincerely,
****** ********If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
08/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 13th I had New Look Roofing come out to complete: REPLACE TWO PIECES OF FASCIA BOARD ON BACK PATIO INSTALL NEW 6" SEAMLESS GUTTERS AND DOWNSPOUTS GUTTERS - 160' 60' - DOWNSPOUTS COLOR: WHITE For a total of $2700. Upon completion there was an issue of a split and cracked board that one of the replacement fascia boards was screwed into. I immediately contacted New Look and within 3 days the owner, ******, came to my home and offered a verbal resolution of covering it and my back deck ceiling with vinyl for $350 additional payment to correct the issue (as he said it wasn’t load bearing and was more cosmetic). In good faith I completed a cash payment that day for the original $2700 with ****** and was told within 1 week someone would be back to fix my porch. I asked if I would receive a new invoice, to which I was told no they would just come out. I have called and spoken with ******** at least 4 times, I have called ****** and text him without any response at all after they received payment. I have been offered no resolution whatsoever and my calls for help have gone unanswered and I want a resolution or partial refund for services not up to standards. Damage from rain is going to continue to make the splitting and cracking worse the longer this is delayed.Business response
08/30/2022
****** called Ms. ******. The rain put us behind, we fixed everything; issue resolved.
Thank you,Customer response
08/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and everything had been resolved beyond expectations. They were very professional and was a misunderstanding and miscommunication.
Regards,
****** ******
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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