Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a dispute with Hoffman Weber construction. And thru negotiations with the BBB a settlement was agreed upon. I agreed to remove a negative comment on the NEXT DOOR app about poor service with a shingle replacement and damaged property and they would remove a lein against my home for $1500. That was almost 2 years ago. I called and talked to Hoffman Weber a month ago and as of a month later they are still "looking into it". Would like some help.

  

  Business response

  11/28/2023

  We sent him a lien release last week.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hoffman Weber put a new roof on our house in June, 2021. A portion of the roof leaks. They have been very unresponsive and also incompetent in their assessment of the problem. They have known of this issue for almost 6 months and have done very little to solve it. Two months after I notified them of the issue they finally sent a couple of roofers over to find the source of the problem. After those men admitted it was a problem with the roof the company ignored my emails for 2 more months and then changed their analysis to blame the leaking on the old siding on our house (which didnt make sense since the roof leaked only after being replaced). Five months after my initially contacting them about the leak they came over and put some boards up against where the siding meets the roof and they wanted to call it fixed. I demanded another water test and (no surprise) nothing has changed and the roof still leaks in multiple places. A week has gone by since that water test and there has been no follow up despite my emailing them.

  

  Business response

  10/19/2022

    I can understand the frustration.  We have been out several times to try and correct the leak.  We are scheduled to come back out the week of Oct. 24th.  This is a challenging leak.  The fact that the house walls do not have house wrap is making it more challenging.  The shakes have gaps in between them, that is allowing water to get behind them and traveling behind our new flashing.  Normally house wrap would prevent that.  After the last water test we have narrowed it down to one spot that we can fix.  We all know these older houses can be a challenge.  We will continue to work on this issue until it is solved. I looked through the notes and it looks on our end we have been sending out communication.  If there is an issue in the future please contact me direct at ************.

  Customer response

  10/19/2022

   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.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contracted Hoffman ****** to replace the asphalt and flat roof at my house. The contractor assured me that they will be sending an experienced team to do the work. In addition, the contractor provided a project manager with whom i discussed specifics of what we wanted to make sure got done - he assured me that the crew will be informed of my details.Neither the project manager nor the crew supervisor was at hand when the crew showed up. It was difficult to communicate with the crew as most of them did not speak English - I managed to convey some of my details to the crew.After the work was completed, I asked the project manager that i would like to do a walk through with him of the work which he refused and told me that if i have any complaints to create a list and send it to his office. The work was performed on 08/15 and 08/16 of this year. Since then I have made numerous calls to Hoffman Weber and tried to discuss my issues with their project manager, care specialist assigned to my project, and a supervisor. Since then to this date of this complaint, i still have three major items not fixed addressed and do not have any communication from Hoffman Weber when and if they plan on fixing them. They do not call me proactively rather i need to call every week to get someone to listen and provide an update.List of things pending:Lower garage roof protection layer has been placed on top of drip edge on rake sides (MN building code requires the dripedge on the rake side to be under the protection layer to prevent ice buildup Fence gate scratched up this fence is only 1 year old and needs to be replaced/fixed South east side window glass broken need to be replaced Use of gray colored caulking on a charcoal colored roof - these is minor however an eye sore and need to be removed and replaced with clear or black caulking as appropriate

  

  Business response

  09/22/2022

  I read through our notes on this project.  ****************** has some legitimate concerns.  We are scheduled to go to the house next week and correct what we can at that time.  ****, our Project Manager will ask for the fence company  and see if we can get a replacement piece for the gate or  a new gate.  The window will have to be replaced or the glass replaced.  We will take care of all the concerns that were listed.  I apologize  for the delay.

  Customer response

  09/22/2022

   I am rejecting this response because:  This has been Hoffman Weber's response since the first day i placed by complaint - since the completion of the job on 8/16/2022, I have contacted them at least a dozen times.  In fact **** has specifically told me he has nothing to do with the fence issue.
  
  At this point, I would like another representative from Hoffman Weber to be involved and provide at minimum weekly update on each of the pending items.  I have had to take considerable time off my busy schedule to keep calling them, i want Hoffman Weber to be the proactive party that inform me line by line what, who, and when each item will be done.  In addition, i want a weekly update until remediation is complete.
  
  
  

  

  Business response

  09/22/2022

  This has been noted.  Someone will be in touch soon.  We are keeping the same schedule to proceed next week.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a complete roof replacement last November (2021). Early this spring I noticed a 'bulge' in in the roof and reported it to the vendor. I was told it would be dealt with. I have followed-up a few times over the summer and was told it would be scheduled. I have completed payment for this project. The salesman has, up to this point, always been responsive. After several months of waiting it's come to this complaint.

  

  Business response

  09/19/2022

  We have this service scheduled for Monday September 26th.  At this meeting  we will loom at the bulge  and determine  if it was our work that created it or if it was an exciting condition that *** be more noticeable  with the new roofing.  If there is anything we can do to make the situation better we will attempt  to do it on the 26th.

  Customer response

  09/19/2022

   I am rejecting this response because:
  There exists no pre-existing condition, as this was a complete replacement. It is in my best interest for this complaint to remain open until this repair work is completed.
  
  

  

  Business response

  09/20/2022

  I think the best would be to wait until Monday and see what our service team finds.  We will come up with a plan from there.

  Customer response

  09/20/2022

   I am rejecting this response because:
  This project was a complete tear-off and re-roof. I expect a full repair.
  
  

  Customer response

  09/26/2022

   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.

  The roof was repaired today. I consider complaint #******** resolved.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hoffman Weber installed a new roof for us on August 24, 2016 and was paid through an Insurance Claim with American Family. Hoffman Weber no longer does business in the ***********. Since that time we have had a total of (3) leaks in different areas of our roof. I was able to call the Hoffman Weber office by calling the local ***** number of ************ and talked to a **************** Rep. *** agreed to send a message to the warranty team. On September 20, 2021 we received a call from ***************************** of White ****** Roofing who was responding at the request of Hoffman Weber to come out and inspect our roof. He indicated that the 1st leak in the Master Bedroom Bathroom was from the flashing near the turtle vent. The 2nd leak on the Master Bedroom Ceiling was due to flashing near the chimney. He indicated that it was not the fault of Hoffman Weber but due to "high winds" or snow melting near the flashing. A 3rd leak appeared on June 7, 2022. We called another roofing contractor here in ***** and he looked at all (3) leaks and advised that (2) leaks were indeed due to flashing near the chimney area and that the leak in the Master Bathroom was due to flashing near the turtle vent. He noted that the nails were not caulked and that the felt was noticeable near the flashing in the chimney area. He advised that it was due to bad workmanship. I called Hoffman Weber again at on the ***** Number noted above and spoke to a rep named "Apple" who indicated she would send me a warranty form to complete. NO form was ever received. I went online to Hoffman Weber's website and completed the Warranty form on June 10, **** and submitted it on the internet. I am of the understanding that since Hoffman Weber was paid entirely through an Insurance Claim they should be responsible for fixing/repairing the areas of the roof that are leaking. Please advise what info I can provide to assist with having Hoffman Weber Repair the roof. Thank you!

  

  Business response

  09/07/2022

  Taken via phone by BBB Staff;

  Hoffman Weber has been in contact with this customer. The project was in 2016 at this time there is no warranty coverage however, we will consider looking into the issues and have requested the customer provide us with photos of the problem area.

   

  Thank you

  Hoffman Weber Construction
  

  Customer response

  09/07/2022

   I am rejecting this response because:
  
  I  contacted another **************** He noted that the spot in the Master Bedroom Closet Ceiling spot were caused by the flashing around the chimney.  He further noted that the two previous spots in the Master Bedroom Bathroom were caused by poor workmanship noting that the nails were not caulked and the felt was seen by the chimney. 
  I understand that the contract noted that there is a 5 year warranty, however since your company was paid through a claim with ************************* I would hope you would stand behind your work and correct the problem and reimburse us. 
  I filed a claim with the Better Business Bureau on June 22, 2022 noting the problems with our roof. I was advised that I should allow up to 30 days for a response back from Hoffman Weber.  Because of the possibility of continued leaking, we decided rather than continue to wait for a response from Hoffman Weber we needed to have our roof repaired. Our roof was repaired on July 19, 2022 for a total of $981.50. 
  I am not able to provide pictures of the problems, however can provide pictures of the leaks that still remain in our ceilings. Can you provide a phone number to text these pictures to? 
  
  
  

  

  Business response

  09/20/2022

  Yes you can text the pictures directly to me at **********.  I am more than happy to take a look.  I also would like to see the invoice for the repairs  with the company's name so I may call them to see if they have any pictures.   Thank you.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2020 I had Hoffman Weber look at damages for a hail claim on my house. There was damage to the roof, front window, screens and paint. The sales rep ********************* talked me into letting them do the roof and front window only and finding another contractor for the paint and screens. That was MY mistake as I should have found a company that would do the whole job. Without the good work of roof and window nobody wants to do the screens or paint only for anywhere near what insurance is will ng to pay. Now in Feb of 2022, which is the first time we have had very cold weather since the job was completed, the window they installed cracked. I contacted Hoffman Weber through their "warranty" section of their website. I waited almost 3 weeks and submitted again as Nobody had contacted me. Finally in may I sent an e-mail with the threat of contacting the BBB. I received a call within 5 minutes from ***** He said he would file a claim. I have contacted him through text a few times and he states that it is a manufactures warranty and there is nothing he can do. He did give me the phone number of the local company where the window was purchased by Hoffman Weber. Lansing Building Products. When I called them, they need an invoice number or window number or something to be able to look it up. Unfortunately I do not have any of these as Hoffman Weber did not put any of this information on the receipt nor have they provided me with any of it. I do not even now for sure who the manufacturer if the window is. As of this time, nobody from any company has even come out and checked to see if I really do have a broken window. The only time there is contact from anybody is If I initiate it.

  

  Business response

  06/21/2022

  Thank you for your patience with us in getting the window repaired.  After your warranty claim was filed on our website on March 15, we promptly filed a claim with the window manufacturer for the glass.  It took some time and confutation to get the claim approved and glass delivered.  We were able to complete the repair, but wish we would have done more to communicate with our customer throughout the process.  

*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. ↩