Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our roof replaced this summer by Nulook, which was covered by our home owners insurance company. When the sales representative sent the initial contract, he had a line including $2500 deductible in the price of the roof replacement, I told him that our insurance company will keep the $2500 Deductible from the full amount that we were supposed to receive to replace the roof. He said that all I had to pay was 14,000 to replace the roof. I did signed the contract including the $2500 deductible in the price because he assure me that that was not going to alter the price. The insurance company has already collected and confirmed multiple times that the deductible has been satisfied but the roofing company still has it included in the final price. I made a mistake of sharing my insurance company’s information with them and now they want to take all the funds sent from the insurance company to us, which is not just to replace the roof but to also fix damages inside the house. This situation makes me wonder how many other victims are out there that have paid their deductible twice. Because the insurance company is collecting their deductible and then Nulook is charging an additional deductible fee to the final price. Which in the State of Maryland, it’s illegal for contractors to collect or charge a deductible or pay the deductible on behalf of the customers. The contract was under my name because my husband was overseas. He is a veteran of the US Army.

  

  Business response

  12/09/2024

  Ricks response to BBB complaint sent to Rich and Jessica 12/4/2024:
  
  From: Richard S**** <rs****@nlhd.com>
  Sent: Wednesday, December 4, 2024 4:29 PM
  To: Rich N***** <rn*****@nlhd.com>; ******* ******* <j*******@nlhd.com>
  Subject: ****** ******* BBB Complaint
  
  Good Afternoon Rich,
  I am writing to address ****** ********s BBB complaint concerning her deductible payment. Over the past few weeks, I have spoken with ****** multiple times regarding this matter and have also reached out to her insurance company for clarification. Earlier today, ****** and I left a message together for the insurance company.
  Attached, you will find the breakdown I provided to ****** on November 13, 2024, along with supporting documents. The insurance carrier approved $16,539.27 for the roofing project, which aligns with the contract amount. The contract clearly states that $2,500 of these funds are the homeowner's responsibility. However, ****** appears to be under the impression that she has already paid this deductible to her insurance company and believes she is being double-charged.
  While drafting this email, I received a call back from her insurance representative, *****. ***** confirmed that the homeowner is responsible for the $2,500 deductible, which is to be paid directly to the contractor. She indicated that there is no record of the deductible being paid to the insurance company and is uncertain why ****** believes otherwise. ***** will contact the homeowner directly and follow up with us tomorrow regarding their conversation.
  This complaint appears to stem from either a misunderstanding of the deductible process or a reluctance on the homeowner's part to fulfill this contractual obligation, despite our repeated efforts to explain it to her.
  Please let me know if you require any further information.
  
  ***** at ****** contact information is (410) ******** ext. ***
  
  Rick S****
  Insurance Restoration Manager
  
  
  Email sent to ****** ******* 11/13/2024:
  
  From: Richard S**** <rs****@nlhd.com>
  Sent: Wednesday, November 13, 2024 8:58 PM
  To: *************** <***************>; Melissa M**** <mm****@nlhd.com>; Steven G**** <sg****@nlhd.com>
  Subject: Nu Look Home Design Payment Breakdown
  
  Hi ******,
  I hope you’re doing well.
  I understand there has been some confusion regarding the deductible and what is owed, so I wanted to provide a clear breakdown of the payment structure for this project.
  On page 1 of the attatchment, you’ll see that the total contract amount is $16,539.27, which matches the amount the insurance carrier approved for Nu Look Home Design to complete the project. The contract specifies that $14,039.27 is covered by the insurance for the roofing project, with the remaining $2,500 being the policyholder’s deductible, due directly to the contractor.
  If you refer to the last page of the attachment, it states the total approval for the project is $17,520.59. However, the amount sent by the insurance company after depreciation recovery is $15,020.59. The difference here—the $2,500—is the homeowner’s responsibility, similar to how a health insurance deductible works.
  To help clarify, think of it like a doctor’s bill with a $1,000 deductible. If your total bill is $5,000, insurance would cover $4,000 after you pay your $1,000 deductible. Similarly, in this case, the deductible portion is the homeowner's responsibility to ensure the full project amount is covered.
  Additionally, there was an extra $981.32 approved for interior work. However, as we only completed the roofing portion and not the interior work, we did not collect those funds or include them in the contract.
  I hope this breakdown helps, but please feel free to reach out with any additional questions.
  Thank you.
  
  Rick S****
  Insurance Restoration Manager
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sometime in 2015 Nu Look installed a new roof for our single-family residence for approximately 26,00 dollars. Six years later, rain it flooded a hallway badly, and leaking on electrical wiring. All water went through and decay became obvious as we opened a celling. After several months of contacting Nu Look staff, they fixed a roof. *** **** and Travis D*** were among people involved. In February 2024, our roof leaked again. Travis D*** came to our house and witnessed the damage. Until now, there were no repair scheduled or done. Nobody replies neither on my emails or phone calls. I contacted many people including M*******, Travis D***, Melisa, Kaitlin, *** ****, and others. On September 2nd I sent an email to new owner Rich N***** and never received any reply. First image is the roof in 2015 and second February 2024. The roof is all molded now and looks very ugly too, additionally to be leaky.

  

  Business response

  09/24/2024

  We are still gathering information. This is a 9 year old job and the cus***er emailed previously to an unattended email. We will respond with more details and a resolution in the next few days.

  Customer response

  09/26/2024

  Response to BBB received on 09/24/2024
  It is very disappointing to learn that Nu Look is not acting in a good face and lying. They had been very many contacts between them and us. They received very many emails 24 of which are attached here, many phone calls. They replied on some, and there had been several visits of their staff in our house while the roof was leaking. However, they completely disappeared after Travis D*** visit in February this year. He was unable to establish the leak cause, and roof is still leaking and stained.
  Roof service was required for $26,000 and it was installed in 2016.
  Water started to poor inside of the house in September 2021. Rain flooded a hallway badly and was leaking on electrical wiring. It took me a lot of efforts to get Nu Look staff attention.
  Nu Look employee David I***** visited on 9/9/2021, see email to *** **** *****@nlhd.com dated 8/21/2021. It documents me calling both him and Travis D*** *****@nlhd.com 410-********.
  *** replied on 9/17/2021, coping Travis and Mike C*******, see email.
  Nu Look received from us many pictures and videos of the profusely leaking roof. Water was pouring inside in a hallway area and over the electric wiring, and electric danger was significant.
  Travis D*** and *** **** were two people I communicated most during this time period. here were multiple emails to ***: 9/16/21, 10/6/2021, 10/30/21, etc. See attached.
  On 11/6/2021, I am writing to *** that our house does not have any insulation from the cold weather and our electric bills are huge.
  After very many attempts to contact Nu Look, they finally repaired the entire section above a garage. When they opened their roof there was a huge decay. Pictures are available.
  Sometime later the ceiling and hallway walls inside of the house were repaired.
  On October 2021, footsteps of Nu Look repairmen appeared on a ceiling and a garage door opener and paint fell down, and the roof nails got exposed inside of the garage, see email 9/30/2021. *** replied the same day.   
  On 10/29/2021 the garage ceiling was repaired again.
  On 11/3/2024, a paid- by- Nu-Look electrician came to evaluate the danger from wet wires. See email.
  On 1/22/2024 returning from a short trip, we found that roof leaks again. Floor was covered in waters; the garage ceiling was seriously damaged. Paint was peeling off. Photos were attached in my initial complaint.
  On 2/9/2024 I sent email to ***, Travis, Mike, Lyon and Gregory, attached.
  I spoke with Kaithlyn from Nu Look (see a photo of phone call and her text attached). She scheduled for Travis Dull to come over on 2/27/24, see also email on Fri, Jan 28, 2022, 8:24?PM.
  Travis was here to witness leak and damage. He was unable to diagnose the problem but promised a quick repair of the garage ceiling.  
  My 2/15/2024 email, attached, documents me reaching to several Nu Look staff by phone, and by text.  
  My email of 2/15/2024, attached, documents that I communicated by voice and by text with Melissa, Kaithlyn and other Nu Look personal several times.
  I left many voice messages to Travis, including 9/2/2024.
  The only emails that did not go through was addressed to Ron and *** on 2/9/2024. The replied provided a new name of Mark M*******. I forwarded email chain to Mark M******* the same day 2/9/2024, and on 9/2/2024, see attached, but he called me back on 9/23/2024 only after this complaint was filed. 

  

  Business response

  10/03/2024

  We have a site visit scheduled for Oct 8...See attached email.

  

  Business response

  10/28/2024

  Mrs. *****,
  I apologize for your experience thus far with Nu Look Home Design. Many of the people you mentioned having communicated with haven’t been at Nu Look for some time. I purchased the business in April of 2023 and I am trying to do the best I can with the information I have. Any information that you have to support any claims you have would be helpful in determining a proper outcome. Please provide any additional information at your convenience. 
  Here is a summary of the information I have in your Job file:
  1/7/2016- $17,600.00 Contract for a new roof and gutters. This project was installed approximately March 30th 2016.
  10/18/2016  Service requested for gutter issue
  10/20/2016  Gutter service completed
  8/30/2021    Inspection of roof scheduled due to customer concern about leaking roof.
  9/09/2021    Identified leak coming from second dormer from the left. The right side of dormer.
  9/10/2021    Customer Inquired about installing a gutter in that area. ***** ******* warranty information mailed to customer at their request.
  9/17/2021   Customer called again about an active leak. *** **** decided to replace the area of roof in question.
  10/2/2021  Replaced lower front section of the roof.
  1/14/2022 Customer called and said the roof is still leaking. Service Tech dispatched and sealed the apron flashing to the sill of the window capping.
  2/13/2024 Customer called and said that the roof is still leaking.
  2/21/2024 Service Scheduled and determined that the water leaking was due to gaps on the dormers.
  2/28/2024 Proposal for $3,200.00 sent to client via docusign to cap all four dormers and to perform the interior repairs. This proposal was never accepted.
  Sometime since 2/28/2024, the front dormers have all been capped. Nu Look Director of Installation Mark M******* visited the property the first week of October and reported in conversation with the homeowner that there is no longer an active leak.
  Remaining issue is the considerable moss and algae growth that is present on the north facing mansard roof section. This may be covered by the manufacturer's warranty. Full details of the warranty can be found on the ***** ******* website. 
  ***************************************************
  If I am missing any information, would you please provide that. I have pictures and documentation from the information that I have above and I am happy to provide more details if requested.
  Sincerely,
  Rich N*****
  
  

  Customer response

  10/29/2024

  
  I am rejecting this response because:

  There was no solution is offered by the Business Owner to the House Owner. Roof is leaking, roof is molded and rotten, ceiling inside needs to be repaired after a leak. This is the House Owner's reply to Nu Look Owner: 

  Dear Mr. N*****,
  It is fantastic you were finally able to find our file! It took you only two months, since my email directly to you on September 2nd, 2024. It required BBB’s involvement to get your attention, thank to them. Your staff turnover is hardly an excuse for failing your customers, but evidence of a lousy job by Nu Look.
  In any case, despite many facts in your table are not correct, as you completely ignored all letters I already provided, at this point of time there are other priorities in front of us.
  It is great after months of correspondence and with BBB’s great help we were able to identify the following issues at hand: a) roof is leaking; b) roof is molded and rotten on BOTH sides; c) ceiling inside of the house needs repairs. With a winter fast approaching, the roof condition is even a bigger concern.
  Please provide us with a plan and a timeframe. I am willing to cooperate with Nu Look in filling in all required documentation regarding shingles and component replacement. 
  After this will be done, we might accept your apologies for betraying our trust and wasting our time.  

  Sincerely,

  
  ******* *****, 10/29/2024.

  Customer response

  11/06/2024

  It is not quite impossible to satisfy your recent request about current leak. There is a drought in Virginia this fall. It’s been 35 days without any precipitation here: ******** * ************ The evidence of a leak and damage it created was provided earlier. Nu Look staff visited the house twice and observed the situation themselves. The written evidence of a defective installation also were provided with the Owner complaint.  
  Claim #******** with ************* was established, please see the attached file. However, there was no assistance by Nu Look on this effort. The Owner does not have details and specification of the roof materials, ventilation products, underlayment, water barriers, and certainly does not possess all information ************* requires, like for example photos of back of the shingles. Nu Look never provided this information to the Owner, and did not cooperate in filing a claim.  
  Thank you for your help. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 15,2024 NU Look Home Design and I contracted an agreement to have my entire roof replaced. NU Look stated in the contract the estimated start date was to be 60 days from the signing date of our contract. I was required to submit a sum of 5 thousand one hundred and twelve dollars as a deposit. I gave NU Look a personal check in the amount of five thousand one hundred and twelve dollars on May 15, 2024.todays date is August 12, 2024. No work has taken place since 5/15/2024. I have requested my deposit refund; NU Look cashed my personal check on 5/20/24. they have not refunded my deposit as requested. I request the refund of my deposit I have solar panel on my roof which could be viewed by NU Look representative Gus H**** prior to entering into this contract. Mr. H***** should have realized the panels required removal before the start of the roof replacement.I again request a full deposit refund

  

  Business response

  08/15/2024

  
  Mr. ***** **** contracted with Nu Look Home Design on May 15, 2024, for roof and gutters.  Mr. **** was aware at the time of contract that he was responsible for having his solar panels removed in order for us to replace the roof.  It is my understanding that ***** has been unresponsive to Mr. ****. Because of this he decided to cancel the contract with Nu Look. At the point-of-sale Nu Look Home Design received an echeck deposit in the amount of $5112 as a deposit for the project. On 8/1/24 Nu Look began the refund process in the full amount of $5112 and funds were withdrawn from our account on 8/5/24. 
  
  If there is any additional information needed to close this case, please do not hesitate to contact me. 
  
  Thank You.

  Rich N*****

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The contract was signed on Dec 28, 2023. I was then informed on the 7th of Jan that a project manager named Joe would reach out to me on the 8th. of Jan to order materials, and my roof would be installed by the end of the week. I waited all day for the call that never took place. On Jan 9th @ 12:32pm I received a call from Ms. H***** #410-2******* to schedule an installation date. When speaking with her I question the materials that she was going over because they were not the agreed materials prior to the initial contract. She then informed me that she would have the project manager reach out to me to discuss. On Jan, 11th I received from #267-******** My rep supervisor as we went over the contract it was all wrong as we made the necessary corrections I was told it would be the same price. I asked him to please send me pictures of all materials in which he did at the time, he then told me that he would have to do an amendment to the original contract to place the items that were to be on the roof from the start. When he sent the revised contract I noticed that the price was up over 2,300 dollars from the original price. I screen shot the contract and sent it to him before signing. On Jan 13th I asked how long this project was going to take. His response was he would ask Yvonne if she was back in the office on Jan 15th. I then sent a message stating honestly speaking I am not happy with all the miscommunication and I'm leaning toward canceling the whole project. On Jan 22, 2023 I received a message from supervisor Joe stating since I would like to cancel, that he would be able to cancel the contract for me. I replied yes, please cancel due to no communication, the process being dragged out, the salesman was not honest with me and wrote the wrong contract after telling me what i would be receiving on my roof. I also asked for an email or something in writing stating this contract indeed would be canceled. Replied was in his car and will send confirmation nothing

  

  Business response

  01/24/2024

  Dear ****** ******,  

  We appreciate your diligence in bringing your concerns to our attention, and we sincerely apologize for any inconvenience caused during the handling of your roofing project. Our commitment is to ensure a smooth and transparent process for all our customers, and we regret that your experience fell short of expectations.

  After thoroughly reviewing your complaint and our internal records, we would like to address the points raised:

  1.  Miscommunication and Delay in Material Selection: We acknowledge that there was a miscommunication regarding the materials initially selected for your roofing project. We apologize for any confusion caused during this process. Joe, the project manager, had to make an addendum to the contract to rectify this issue. We understand that this led to concerns about the cost, but we assure you that the correct adjustments were made, and the pricing was confirmed to be the same as initially agreed.

  2.  Communication Breakdown: We take your feedback regarding communication seriously. Joe expressed that there might have been confusion, and we regret any misunderstanding that may have occurred. We also understand your frustration with the delays and the need for clear communication. We have taken steps internally to address these issues and improve our communication procedures.

  3.  Cancellation Process: We understand your decision to cancel the project due to the issues mentioned. Chelsea, our office manager, has confirmed that she has sent you a cancellation letter via email today, January 24, 2024. The cancellation letter is uploaded here as well. She'll also place in the mail for you. We appreciate your patience and understanding in this matter.

  Once again, we apologize for any inconvenience caused, and we genuinely value your feedback as it helps us enhance our processes. If you have any further concerns or questions, please feel free to reach out directly.

  Customer response

  01/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I went through over 9 roofing companies and sat down through multiple presentations on a new roof that's needed asap. The whole  last 2 weeks of December 2023, explained the urgency of the project. I was assured that by rep that the deal was sealed by the company an would be installed with in a week. I waited for almost a month for the company to decide back out after the it's all said an done..  Everything that was agreed to was nothing but a gimmick. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2018 we hired Nu Look home design to fix our roof, as it was leaking. They completed the job but the leak was still occurring. We contacted them as requested through their service department to try and resolve the issue. They advised that they could not find any issues with the roof and believed it to be a slider that was near the affected/leaking area. As we wanted the issue resolved we took the recommendation and replaced the slider, also with Nu Look for the warranty/service should the problem remain. This project/repair also did not resolve the leak. Service was contacted several times to come and attempt a resolution. Individuals inspected both the roof and slider and said no issues appeared and said the siding must be the problem. As this was a larger project we were unable to complete/finance we waited until recently (within the 12 month window). The siding was replaced and the issue was still occurring. Service was contacted and sent out multiple times to inspect and attempt to find the leak that had not been resolved after 3 attempts 2 of which were directed by service professionals as the stated problem/s. However, after coming out multiple times once the siding was replaced, as now the entire house exterior would be covered from the completion of both jobs the issue was in fact the roof. With the issue being the roof from the start and their failure to identify it properly 2 more jobs were unnecessarily completed causing undue financial stress and burden on my family.

  

  Business response

  10/26/2023

  Dear Mr. ****,
  
  I want to address the concerns raised in your recent complaint about the home improvement services Nu Look Home Design provided. Your feedback is invaluable to us, and I would like to extend my sincerest apologies for the difficulties and frustration you have experienced.
  
  Upon reviewing our records and examining the timeline of events, I can confirm that the first incident was reported on 6/7/19. Our service technician visited your property and conducted an assessment. They confirmed the leak and documented their findings with accompanying pictures. After this initial visit, we believed that the source of the issue might have been related to the nearby slider, and we recommended its replacement as a potential solution.
  
  I understand this recommendation was followed, and Nu Look Home Design replaced the slider. However, as you've pointed out, the leak persisted, leading to further contact with our service department on 2/10/20. Our service technician revisited your property and conducted another inspection. Like the first visit, they observed the leak and documented their findings with photos. 
  
  The suspicion was then directed towards the siding as a potential source of the problem. Subsequently, the siding was replaced, but the issue persisted. Only after further investigation and a third technician visit we identified the root cause of the persistent leak as the roof itself.
  
  We followed best practice procedures to try and determine where the leak was. The recommendations for the repairs were what our technician believed to be the correct approach. Chasing leaks is challenging, and water doesn't always travel in a straight path.
  
  We recognize that, in hindsight, replacing the siding and the door was unnecessary to fix the leak. The siding and door were chosen as potential leak sources due to their existing age and condition. While the replacements were made with the best intentions, we agree they could have been delayed.
  
  We are open to discussing a remedy to this situation. We aim to ensure you receive the level of service and resolution you expect from Nu Look Home Design.
  
  Once again, I apologize for the inconvenience, frustration, and financial burden you have endured throughout this process. We value your feedback and will use this experience to improve our processes and ensure that such issues do not recur in the future.
  
  Our Vice President of Installation, Brian C*********, and Director of Installation, Ron L****, will contact you to discuss how we can fix this unfortunate situation. 
  
  Sincerely,
  
  Rich N*****
  Owner 
  Nu Look Home Design

  Customer response

  10/26/2023

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

  I would like to soft close this complaint while we are discussing a remedy to this situation. As I believe from my conversation with Mr. C********* that with an open line of communication we will be able to find a resolution and potentially determine ways that may assist prevent similar situations in the future  
  

  Sincerely,
  
  ***** ****

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contracted with nu look home design for a new roof for $10200 (invoiced on 10/10/2018). Had leak problems in our kitchen right after the first few heavy rains. They blamed the leak on the soffit, so I had a third party replace that. The leaks have again recurred. A different roofer I asked noted the no drip edge had been installed near the gutters, and that since the roof was under warranty, I should have nu look correct that. Water is penetrating behind the facia, rotting the soffit and entering the house. I contacted nu look, and they set a date and time of their choosing, but never showed up. I emailed the next day that time was of the essence, as each rain left water pooled on my kitchen floor. No response. I hired a roof inspection company to assess, and their report concludes "drip edge flashing or gutter apron appear to be missing". The IRC calls for a" drip edge shall be provided at eaves and rake edges of shingle roofs" and is clearly in our contract. Roof was not built to code, they have refused to address the issue despite my platinum warranty

  

  Business response

  08/28/2023

  The following email was sent to this client. See the attached pictures.

  ***************************
  Good afternoon, Mr. ***********,
  
  I recently attempted to reach you via voicemail to discuss the status of your recent service. On August 25, 2023, Nu Look Home Design undertook the task of servicing your residence and installing the missing drip edge in the lower section of your roof. For your reference, I have attached the photographs showcasing the completed job.
  
  Considering the prior roof leak, please inform us promptly if there are any instances of interior damage requiring attention. If interior repairs are indeed necessary, kindly share any relevant photographs of the affected area with us. Our dedicated interior specialist will subsequently connect with you to arrange a convenient time to address these repair needs.
  
  I'm eager to receive your feedback. Have a wonderful day!
  
  Warm regards,
  
  
  Shelby B*****
  Service Coordinator
  

  
  

  Customer response

  08/30/2023

  The business is sending a drywall repairman on September 7th.  Hopefully it can all be resolved then. Thank you for everything.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contracted with Nu-look design in May of 2023 to replace my roof as a result of it being damaged due to a wind storm. My insurance company had authorized replacement/payment for a basic roof and I was going to pay Nulook for additional upgrades. Shortly after signing the contract and putting $11.3k deposit down, my husband did some research on shingle costs and determined based on simple math that the price of the upgrades was not commensurate with the price of the overall roof replacement. We asked Nulook for a breakdown of the upgrade costs because up until now they had only provided a very high level summary. Unfortunately this went on for several cycles of phone calls and emails even though we were very specific that we wanted a breakdown and bill of material (similar to what they would've sent the insurance company) which details price by sq etc. so we could compare the price was fair and reasonable and ensure that we weren't being charged for what the Insurance company had authorized to pay. At one point the sales rep stated that the price was a package price and that he couldn't provide further breakdown. I then went back and forth with the sales rep and Office Manager on several occasions that I didn't want to proceed with the upgrades if they couldn't provide an appropriate breakdown. The last call (6/26/23) that I had with them was very deeming and insulting. At this point its been over a month of the back and forth. For a $30k project, I expect a lot more professionalism and price transparency. I asked Nulook to refund my $11.3k and was told that I was under contract even though no work has been done or materials delivered and that If I cancel they are entitled to 33%. At this point I want a full refund of my deposit. I will not tolerate this level of customer service at my own expense.

  

  Business response

  07/10/2023

  We have been in contact with the client, and we are attempting to amicably resolve. More to follow in the coming days.

  Customer response

  07/10/2023

  
  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,
  
  ****** ******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nu Look Home Design sent a rep, Spencer, to provide me with an estimate for roof and window replacement last September (2022). While performing the walk through, the sales rep went into my unfinished attic and put his foot through my son's ceiling. An area of drywall about 3' x 3' was damaged and he promptly said Nu Look would repair the ceiling at their cost. It's now been almost a year and there's still a big hole in my son's ceiling. I've reached out to Spencer several times and am always told it will be fixed but I'm still waiting. I guess had I used them to replace my roof they would have actually repaired my damaged home but since they did not make the repair a priority I decided to go with a different company and now they've ghosted me. If they won't repair the damage they caused then they should compensate me so I can get someone else to do it.

  

  Business response

  04/26/2023

  I have spoken to ******* ****** today (4/26) and per her work schedule, we have schedule interior repairs to be completed on Thursday, May 11th.  The crew will arrive in the morning between 7:30 - 8:30am.  Please let me know if you have any additional questions. Thank you.

  Customer response

  04/27/2023

  
  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,
  
  ******* ******

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently had solar panels installed on my roof and the company installed an animal guard to keep small animals from getting between the panels and the roof and cause damage to the system. Recently I had a pest control contractor visually inspect the guard and concluded that it was damaged and squirrels and/or other animals were getting under the panels via the damaged guard.I contacted the solar panel company that installed the guard to see if they could repair or remove it to deter the animals from getting under the panels and generally being noisy across the roof. The company said the guard was not guaranteed against damage, but they could inspect it for a fee of $150 and repair or remove it if I like for an additional cost. I requested if I could have someone else repair or remove it and they informed me I could not use anyone else or I would void the warranty of both the roof and the solar panels. I requested if they could inspect the damage at no cost to me and if it was installed incorrectly or otherwise not wear and tear either repair or remove it at no cost to me. If it was wear and tear provide an estimate to repair or remove it at my cost. The animal guard was installed in September '22. I noticed it was not working properly in January '23

  

  Business response

  02/22/2023

  This in response to the complaint filed.  I have left a couple messages for ************** to attempt to schedule a site visit at no charge to inspect the critter guard that was installed. AS of today (2/22/2023), I have not received a call back, however I had my Solar Project Manager, *****, go out today to the property to inspect and take photos.  The pictures will be reviewed by management and I will be back in touch with ************** on how to proceed with a resolution by E.O.B. on Friday (2/24/2023).  I can be reached at ************ if there are any questions or if ************** would like to contact me directly. Thank You

  Customer response

  02/24/2023

   
  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.

  I received their call and have called back to leave a message.  Their proposed resolution is acceptable to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My roof leaked! I have a warranty. I have water damage now to my ceiling. I have called, someone comes out and takes pictures and then they vanish. No followup phone calls and now the numbers I call the person does not answer my calls. My ceiling is now water streaked and I need it repaired!

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */ After review of the homeowners file and notes in our system, it is evident they were unfortunately provided a less than ideal customer experience. We successfully installed the customers roof on October 20, 2020. On May 17, 2022, the customer reached out to our call center re: a leaking roof. Our Service Technician called the customer on May 20, 2022 and left a message. Unfortunately there are no notes in our system after this voicemail note, so it's difficult to say if our Service Technician visited the customer's home or not in late May or June. From there, our notes indicate the customer called again on July 25, 2022 and our technician went to the customers home on July 29, 2022 to inspect a potential outside chimney flashing / leak issue that also appeared to create interior stains on the customers ceiling (drywall). During this visit, our technician re-sealed the chimney flashing noting to customer to monitor/wait after the next several rains to see if the leak continues and to call us back immediately. On August 16, 2022, the homeowner called our call center again stating he expected a Nu Look person to be out there on this day/date; we have no notes in our system for such a scheduled appointment. On August 18, 2022, our Service Manager (not our Service Technician) called and spoke to the homeowner. We believe the leak is corrected, but because the leak stained the customer's interior ceiling, we have scheduled our interior repair specialist to repair the ceiling stains on this Thursday, August 25th at no expense to the customer; this is because we stand behind our installations/products. We appreciate the customers patience as well as them notifying us of the issues they've experiences since May 2022. We apologize for the amount of time it took us to respond appropriately and will use this as a learning and a re-training experience internally as it is the only way we can continue to get better as an organization. Sincerely, Greg R** VP of Operations

*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. ↩