Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the Hurricanes we Had a complete roof put on. The roof leaks and they will not repair. We have had many other companies look at the bad workmanship. They will not even call back

  

  Business response

  01/28/2025

  In reviewing the concerns our notes show that in August- customer called and stated there was a leak by a chimney, we went out to property. We didn't find any leaks, we did redo the chimney flashing though just to be safe. After we redid the chimney flashing we performed water tests in this area and came to conclusion that the water entering the property was due to the stucco on the chimney, which we didn't do. We explained this to the customer and they said they would have someone come fix those areas. We didn't hear anything from the customer until this complaint was filed- after repeated calls, text and emails to the customer they stated that their neighbor is the one who said it might be a roof issue and to get a hold of them. We have tried numerous times to reach the neighbor with zero communication back from them. If the property owner or neighbor wants to meet onsite to go over everything then we can at any time.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  20 days until termination on job site. Aspen Contracting Metal roof installation gone very wrong. 3 wrong material orders they told me I had to just accept and kept putting on my house. Fell through my daughter's bedroom. Damaged soffit and fascia, trashed property. Damage to roof from installing decking. Intimidating me and my other contractors at my residence making me have to leave my daughter's birthday party and send little girls home to see what was happening. Refusing to take it off and start over with proper materials and fix repairs appropriately despite telling them that is the only option. Tons of photos!! 9 days they had me with out electric costing me all the food in my house and have to stay somewhere else with my two small kids.

  

  Business response

  08/22/2024

  Thank you for bringing this to our attention.  We had also privately received her concerns and are hoping to remedy.  On 8/21 we responded with this plan to attempt to move forward.  We will wait to hear back from her and the BBB on next steps.  

  Action plan that as promised:
  
  Remove all existing panels from the roof. Redo underlayment and battens
  Reinstall all panels to manufacturer specifications
  Replace any panels are damaged
  Install all necessary flashings and trims
  During this process, onsite dedicated manager the entire time
  Clean up throughout the entire day while job is going on
  From day we start to completion of the roof- 4 days(weather pending)= Only hold up will be if there are more  damaged panels than we have accounted for with our additional order- We will expedite order and have them onsite within 10 days and finish within 24 hours of them being delivered
  A quality control report along with your Aspen warranty upon completion
  Manufacturer rep onsite after completion to ensure items are done correctly- Manufacturer warranty
  If gutters are still desired then those will be installed within 48 hours of completion of the roof
  
  
  The above process can start within 24 hours of the agreement of this action plan stated above. 
  
  
  Compensation and Payment
  1) Deduction of Food in refrigerator from final bill
  2) Interior being completed by Aspen at a scheduled appointment time with customer
  *if customer has an estimate that is within industry damage of interior caused by Aspen- then that can be deducted from invoice if property owner pleases
  3) Itemized billing of work completed
  4) Pay for the agreement less deductions
  
  Please look over this action plan and compensation so we can make sure we are on the same page and get these items scheduled to get this completed.
  
  
  

   

  Customer response

  08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This company has harassed me, threatened other contractors at my residence in front of all of my neighbors. Turned my electric off for 9 days, then had to bother my neighbors knocking on all of their doors asking them to hook up electrical outlets for them so they can charge all of their power tools because my residents no longer had power. 

  This company ordered the wrong materials from the start along with the wrong measurements for my roof and submitted that in there report to my insurance company wrong. Then reordered the materials wrong multiple times. Then try to tell me I had to keep these wrong materials and continue to allow them to put them on my house as they destroyed my home inside and out and around. 

  I tried to resolve this situation with Trey Jennings my salesman. Trace strung me along for several days then I tried to resolve this situation with **** who threatened my other contractors and tried to intimidate me and demand that I accept what was happening at my home. Then I reached out to the Kansas City office where I spoke with *** who mocked the situation demanded to know who my attorney was and screamed at me who was my insurance agent? 

  This company has acted with complete negligence to me, my home, my property and my neighbors.

  It has come to my attention that this company is operating without a peddler's license in Ozark Missouri. 

  I've been informed that this company has been committing insurance fraud with another client here in Ozark Missouri with a similar situation. 

  This company began to tour off my house and do things that were not a part of the agreement on this contract nor did they make any change orders and regards to the damages they caused to my home. 

  The weigh my home was left on the 10th of August, was not protected from the elements and it has rained into my home in garage since. Causing more damages. 

  I have no other choice than to have someone else come protect my home properly. 

  Every member of your company has made me feel unsafe in my home and unsafe at the hands of your workers.

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

  

  Business response

  08/29/2024

  The customer continues to make up false lies and isn't following MO construction law. She is almost out of her timeline to act on her next steps from our action plan in which if that happens then lien and collection process will start on the property.  We wish to resolve this in a timely and appropriate manner.  We provided an action plan, please advise how we can proceed with mediation.  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My roof was replaced by Aspen in approximately July 2015. I received a letter from my insurance carrier stating that they will not renew my policy because they see some issues with the roof (shingles not properly installed and discoloration). After contacting Aspen several times (although the roof contract says lifetime warranty and it has only been 9 years since it was installed) they finally sent someone to look at the roof. Their technician glued a couple of shingles and left. I sent the photos taken by the technician to Aspen and asked them to provide me a letter that the roof is fine so I can get my policy reinstated. We even called two Aspen telephone numbers and left messages but have yet to hear back from them. I see they there are many complaints on BBB about this company. I need Aspen to give me a letter stating that the roof is fine so I can give it to the insurance company asap as the policy will not renew come August.

  

  Business response

  07/31/2024

  We apologize for any confusion or lack of communication.  We have been in touch with the property owner to address their concerns.

  We sent him the attached letter so he can send to his insurance company, explaining what was found and repaired while on site. 

  Customer response

  07/31/2024

   
  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

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company on May 21st and alerted them that i have water spots in the kitchen and living room. i previously told them about the issue and they fixed it and told me i have a life time warranty. when i called they told me they can’t fix it because i need to go through insurance. When i asked about the life time warranty, they told me that its “ God’s nature” and not their issue

  Customer response

  05/29/2024

  I’ve attached the receipt and warranty

  

  Business response

  06/06/2024

  We have been in communication with the homeowner and have been out to the property to address the concerns.  We feel that they are happy with the repairs and are available for a call should anything change. We appreciate their patience as we addressed their concerns!

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof replaced by Aspen on Aug/2016. This past winter I thought I had water leaking through the roof as many many many brownish spots started appearing in the ceiling. I called Aspen in Jan and the tech told me that wasn't a leak, that it was condensation due to the bad weather we were having, that the problem wasn't the actual roof. I sent him a video that was taken and he told me "I can see no light in that roof, that's bad ventilation, hence the condensation and the leak". The wood panels holding the roof were all really wet, even some molding growing due to the humid conditions. I called my homeowners insurance to get the roof checked/replaced. The insurance declined the claim, explaining "The extensive moisture and mold in the attic appears to be the result of one or a combination of issues including but not limited to humidity, poor ventilation and possible workmanship". The outcome of the claim does coincide w/what the tech from Aspen told me, there there was poor ventilation. However, it was discovered during the homeowners insurance inspection that the vents are not properly open, due to the poor workmanship also mentioned in the insurance's result. The poor ventilation and poor workmanship is responsibility of the installer, Aspen, who did it back in 2016. That roof has not been touched since the installation and this is not something that happened overnight, it has been getting worse over the years and yes, the bad weather early this year is what finally made it obvious now. I want Aspen to come, check their own work, get the bad wood panels replaced, get it properly ventilated, and get the ceiling fixed. It was due to their poor workmanship that this is happening now. Whatever ventilation there is right now in my attic (of course, bad), was because of their suggestion and professional opinion when they did the work back in 2016,.

  

  Business response

  04/26/2024

  We understand *** ********* concerns and frustrations and we have reviewed his claim.  We have also attempted further communication since receiving this formal complaint to which we have not had a response to in a week now.  We believe blown in insulation was added to the attic sometime post our roofing install which has effected the ventilation system not allowing moisture to escape as needed.  We would like to discuss some remedy options with the owner.  We have sent letter, email and also phone messages to discuss.  We look forward to hearing from them to discuss our findings and suggestions.  

  Customer response

  04/29/2024

   
  Complaint: ********
  
  Yes, I have received Aspen's communication but it was outside the BBB (the letter was emailed directly to me) and that's why I decided to wait until I heard something through the BBB. Now, regarding Aspen's communication:
  1. In response to Aspen's statement: "We believe blown in insulation was added to the attic sometime post our roofing install which has effected the ventilation system not allowing moisture to escape as needed". No, there has nothing been done to the roof after Aspen worked on it on 2016. Had that been the case, I would not have called them, knowing that I might have voided the warranty. The roof, and ventilation in the attic is just as Aspen left it when they installed it.
  2. I am not complaining about a roof leak as stated in their letter, I understand that is not what is happening in my attic and I'm not asking to get 'leaks' fixed.
  3. I am looking for Aspen to come and a) fix the current ventilation issues in the attic; b) replace all the rotten wood due to the ventilation issues; c) get my ceiling back to the state it previously was before this issue.
  
  I don't want Aspen to come and 'give me an estimate to install baffles', which is what Aspen is stating in their letter. Aspen is not trying to fix my problem, but use this circumstance as another sales opportunity, which is clearly not what I'm asking. Aspen did a poor installation and I expect Aspen to fix it w/o cost to me.
  
  Sincerely,
  ****** *******

  

  Business response

  04/30/2024

  Business Response sent to homeowner 4/29/24

  *** *******,
  
  Aspen Contracting would like to send our Field Manager to meet with you and inspect the insulation in your attic to make sure it is not blocking your soffit vents because this can result in poor ventilation, and to come up with a good scope of work to get these ventilation issues resolved for you. At your earliest convenience please respond with days and times we can meet with you. 
  
  
  Thank you,

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof replaced by Aspen in 2018 due to hail damage. Jan 2024 noticed some leaks in my master bedroom and master bathroom. I contacted a home inspector to investigate the issues. They located an active leak between my master bedroom and master bathroom, as well as an additional leak over my toilet in the master bathroom. Since there is a lifetime warranty on the roof, I contacted Aspen. They sent out a subcontractor crew (as they have no longer have an office in my area) to inspect the damage. They claimed there as nothing wrong with the roof. I reached back out to Aspen and advised that there is obviously an issue and sent them the home inspection report. The subcontractor crew was set for two additional appointments which they were no call no show (both on Saturdays). Finally they came back out after the snow had melted from the roof and completed another inspection (same crew, same people as the first time). This time they advised that they see the leaks in the attic and where they were coming from on the roof. The subcontractor applied caulk to several nail pops on the roof (pics attached). The subcontractor advised that I needed this particular section of roof replaced, however they cannot do such work as ****** from Aspen has denied the proper repairs. Attached email back and forth with ****** (whom did not follow the directives in the email) and Aspen customer service. It has now been 5 days and no response other than the standard from the customer service department and no answered voicemails or phone calls. I simply want to repair the roof properly as well as the damages inside my home (the house was to be placed on the market for sale come early spring - I cannot do that at this point as the roof will not pass a home inspection). I requested to speak to someone other than ****** (IE his supervisor), however he told me he was the supervisor and they have done what is required for repair and there will be no reason to escalate my concerns.

  

  Business response

  02/21/2024

  We understand Mrs. M********'s frustrations and we have made constant attempt to contact her to address her concerns with no satisfactory attempts for either party.  We are truly interested in discussing and remeding the siutation.  

  At this time she is refusing to let us schedule a date to perform a water test and repair the inter in bedroom, we reached out to her every day last week to try to schedule. Attached is the letter we sent her on 2.13.24, and below is the follow up email we sent her on 2.14.24.
  
  
  Hi *****,
  
  Aspen Contracting holds the warranty for your roof and as stated in the letter we want the opportunity to repair the interior damage caused by the leak in the bedroom. The repairs done were a permanent fix not a temporary fix. There is no replacement of this area needed. Before we do that, we want to perform a water test to make sure all the necessary repairs were completed and there are no active leaks. There has been no agreement, nor will Aspen Contracting be responsible for paying for any other contractor's work. We hold the warranty and will take care of all the necessary repairs.
  
  
  Thank you,
  Service Department
  Aspen Contracting Inc.
  ***** ******** Direct Line
  ********************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a roof and gutters installed at *** ***** ****** ****** **. This was done by aspen contracting ****** **** **. The job was started in October and finished mid December of last year. What a nightmare that was from beginning to end and at the end we ended up with gutters color way off. Because the salesperson didn’t email us the gutters color chart like he did with the roof color chart. Management in aspen would not take responsibility for that salesperson mistake not a very customer oriented company at least that branch of the company in ****** ****. really hope they honor their warranty. This was our experience with aspen contracting.

  

  Business response

  05/09/2023

  This was sent to him in mid-February when first complaint was received months after completion and again multiple times in April.  

  Our Business response was  "We would be more than happy to work with the customer if they want to change their gutter color to something else. Roofing is steel and gutters are aluminum so colors will never match 100% but we can see if there is something else that is wanted by the customer to make them satisfied with their project. Aspen honors all its warranties and has never had a issue with any customers warranty, if there is anything needed on the warranty side then call us as we have live support staff 24/7 to support any needs."  Customer paid in full and has a warranty provided. 

  Per Manager 4/19/23

  HO made another complaint. We did work over 4 months ago and not once did ho say anything about his gutters being wrong color. His complaint was roof color. Him and wife signed 2 seperate agreements and both signed off on color. Theres pics he sent in to. First were seeing these he never sent them before and one of the pics includes some sort of pipe on side wall we never touched.  Multiple people have talked to him about the colors.  

  Per Manager 2/15/23

  I sure did respond to him, we did everything he asked and then some. His issue was he didn’t like the gutter color he chose. He asked that we matched roof and gutter color which we did. Being 2 different metals and manufacturers the color isn’t exact, I explained that to him. He paid us in full after that conversation. His complaint is not warranted but we did attempt to explain and advise.  

  Customer response

  05/13/2023

     I respectfully disagree with the business narrative of what transpire with Aspen Contracting, inc. over the gutters of my house. My first complaint was made on September 30, 2022 not on February 2023, at the beginning and throw out of the project, I inform of the color problem by text and phone conversation see attachment #1,1A and 1BThe following are more text where it details the communication with the representative of the company. On October 3, 2022, I received a text from **** *******, agreeing with me and that he will reach out to his manager about getting the issued fix. see attachment 2. The weekend friday October 21, 2022, I flow down to from NY City to Tennessee meet with two representatives of the company **** ******* and ***** they went by the house, where I was told that sale manager ***** will contact us. On  October 23, 2022 I received a text from Mr. ***** informing me that he will discuss the issued with his supervisor, that he will call the next day, he never call. ( Mr. ***** has replace , Mr. ******* for contacting Me, I never heard from him again). see attachment #4. I send a text to Mr. ******* informing him that I haven't received a call  from Mr. ***** see attachment #3 and 3A . Note, I never received a call from Mr. ***** that I recall, throw out this ordeal Mr. ***** is mention several times as the person that making the final decision. The only time I heard from Mr. ***** was on December 12, 2022, throw Mr. ***** where he send me a text stating he reach out to him where he sends a text, that he copies and paste his respond to me. with the phone number scratch out. see attachment 5 ad 5A. Mr. ***** never reach out to us. Aspen Contracting, Inc. haven't fulfilled his responsibility. From the beginning they been stalling not to address my complaint and they try to potrait a picture that is not correct.

  

  Business response

  05/17/2023

  At this point in time we no longer know what to do for this homeowner.  We have offered to correct any and all issues. We have agreed to meet with him but he refuses to call us and set anything as he continues to post negative responses. This has been discussed and notated in length.  If he wishes to go to mediation we are happy to do so.  

  Customer response

  05/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:After reviewing the business message to my respond, I noticed the business keep mentioning the fact that I made several social media and the complaints I made with the BBB, as I am doing sometime wrong. Also the narrative that they have been trying to contact me, I refused to call them, they have offered to correct all issues etc. As they said their statement, I quote " this has been discussed and notated in length. What the business haven't discussed in length, is the fact that from the beginning of the work throw out the work and at the completion of the work. I made the completion of the work, I made the complaint of the gutter, not 4 months after the job was done, as stated by the business. The business had no problem contacting me, with their salesperson, for the pricing and invoice send to me. On December 12, 2022, was the last time I had communication with the business (see previous respond) were again, I questioned the color of the gutter, 4 days later, I received a Noticed of Intent to lien, by certified latter from the business. (see,attachment) What type of method had they used to contact me, e-mail, us postal service, phone. No this company haven't reach out to me. This company should had replaced the gutters and take responsibility for the salesperson not sending the color chart. The business stated incorrectly, I quote, ( if I wish to go to mediation, they be happy to do so. I did not wish to go to mediation, other that the business is happy to do so, at this point is my only recourse, I got. respectfully, I know the BBB mediation will do their diligent work to be fair impartial in this matter
  ******* ******

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I found Aspen contracting thru my wind insurance company thinking they were a good referral source. That was my mistake. Aspen quoted a wind damage roof repair of just over $13,000.00. They ended up charging over $25,000.00 Somehow they convinced the insurance adjuster that the added expense was justified. I pointed out the the added work was never done. That did not seem to change the adjuster's mind. After being paid every thing they wanted they delivered a notice of intent to file a lien; these people cannot be trusted. The work was slow sloppy and in violation of the building code. They actually nailed drip edge on top of broken fascia boards. The roof surface is wavy and they left unused materials. Some of those materials appear in their photo montage, photo #35, over the caption " all materials have been removed". Stay away from these people.

  

  Business response

  05/08/2023

  The original contract was for $14,915.82 as described by the homeowners insurance carrier.  It was explained that if there were unseen items that we would supplement with photos to the insurance and if approved we would collect as on the signed agreement.  The insurance is the one that determines pricing and only adjusts it with evidence of items that were unforeseen.  We did not add any items that we did not do. Everything is fully justifiable and agreed upon by your insurance. The intent to lien was only sent after the homeowner paid the ACV amount and stopped all communication with our company even turning our interior crew away when coming to complete a service ticket that the homeowner thought was "not a big deal" but we wanted to correct the minor damage to your drywall during the roof installation.  Again as the process was explained it usually takes one day to replace a roof however in the state of Florida we have to schedule a mid inspection and wait for a passing report to resume work (which we did).  Again the county has given a pass on all work we were responsible for to ensure the job was completed to Florida's stringent codes.  There were a few items left at your property that the homeowner stated they could use for their personal interests.  The items that were not picked up were a result of him stating that he wanted nothing further to do with ASPEN and we as a company did not feel ok stepping foot on the property moving forward.  The homeowner has either been non-responsive or very combative during communications which makes it very difficult to communicate and find remedy to their stated concerns which we feel like we have expressed and explained.  We have documented notes/ conversations with insurance company about approved supplement and payments sent and also the permitting process.  Happy to provide any of the above.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A I think in February the roof was put on. We have had leaks, and storm damage. I have contacted Aspen numerous times no reply. Roof has life time warranty. The garage is ready collapse. All I want is Aspen to be repair it. I have texted and emailed The main office. Still waiting, For them to come.

  Customer response

  03/29/2023

  ***** ******* ***********************      ***** ** ** **** ****      ** **
  We have come to a agreement.
  Contractors will be here tomorrow, to start repairs.
  Thanks
  ***** *******

  

  Business response

  04/12/2023

  We have been in contact with the customer to address their concerns.  Their satisfaction is our priority.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached complaint.

  ** ********* ****** contacted Aspen to replace a roof and gutters after extensive hail damage. This was an insurance claim. Insurance company provided $30,200.00 to replace the roof. Once the work was done, Aspen sent an invoice to the consumer for $14,575.05. The consumer would like the remaining funds returned.
  

  

  Business response

  01/06/2023

  We received h/o overpayment mailed to h/o on 12.21.2022 - GM and I did speak with H/O and his son in great length on Monday12/21/22  and asked several times during call if they wanted a check or send link to have ACH'd to account.. they kept telling us they'd call back after speaking to the ins agent. so we are mailing check.

  This original BBB Complaint was received on 12/21/22.  Our office has already handled this complaint and responded to.  I have notes to show that communication.  Not sure how you cross reference the previous complaint or if it was missing a response?  We mailed payment as requested.  

*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. ↩