Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Met with ***** there representative in July of 2023 for a estimate, agreed to go with them and wrote them a check with the promise from her that the job would be done in 3-weeks, which didnt happen, in September of 23 I texted her and told her if it doesnt get done in next 10 days because it was getting cold out and I wanted to make sure the new shingles sealed properly to refund my money and wait till 2024, Come 2024 ***** no longer with company, new representative ******* contacted me wants $2,000 more to do less work on roof, I said no, he had me contact ***** /sales manager who verbally told me i could get all my money back, now heard from owner who said they didnt say that and only wanted to offer a small percentage back, claiming a cancellation fee in the paperwork that I never received, after talking with him on the phone i will not talk or have any contact with him anymore , I have text messages to ***** and ***** that backs this up, The check was for $8,849.71 Thank you ****

  

  Business response

  09/19/2024

  In response to complaint ID: ********
  
  
  Dear BBB,
  
  
  Thank you for notifying us about this matter. Mr. ******* states from the start of his home project, a past employee promised a three-week turn time for completion of the entire job during the month of July in 2023. After further review of our records, we are unable to locate any written documentation to support the homeowners statement.
  
  Since this time, we have record of reaching out to Mr. ******* multiple times providing updates and trying to collaborate with him with insurance claim, also addressing his outstanding balance.   Despite our continued efforts, we did not receive any response from the homeowner for an extended period. Then, our rep ******* met with Mr. ******* to explain that his insurance company was increasing their coverage. Leaving the customer to pay only his deductible. Shortly after the homeowner became disagreeable,extremely negative, and hostile demanding an immediate refund. The owner of Signature Home Services, LLC, reached out to him personally trying to resolve this. He sent several emails and text messages with no response.                                                                          
  

  We discovered that the customer contracted another company to complete his roof project while under contract with us. We informed from the city inspection department when contacting them to cancel our permit, the city stated that no other contractor has pulled a permit for the roof work completed on the customers property.
  
  We will issue a check to Mr. ******* based on the terms and conditions of the contract that both parties are bound to. All Mr. ******* wouldve needed to do to receive this was respond to the many emails we sent him, which he did not do.
  
  
  Best regards,

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