Complaints

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2024. I hired ** **** Improvement after hail damage and insurance coverage to install siding on my home and roofs on my shed and home. ** and I agreed to $11, ******. The color I chose for the house and shed roof were PEWTER. After the roof was completed on 5/17/2024, I discovered on June 5, the roof on my home and shed were not PEWTER, but driftwood. My home siding is grey, the driftwood roof is brown. I contacted ****, Owner of ** via text on June 5 at 0940 (19 days) later when I actually looked at the roof and discovered the color difference. **** texted me back and said " Yes, you are right. *********. Sorry, I made a mistake with the other house". I then told him I wanted it corrected with the PEWTER shingles I chose. ****(**) after several text and emails later, told me he discussed with me the wrong color shingles and I said the colors were close enough so the driftwood (brown) shingles ** installed. I NEVER had a discussion with **** about the brown shingles. I have new gray siding, I would never put brown shingles on a gray house. So **** is adamant that him and I had that discussion and this is what he is basing his refusal to correct the shingle color on. He, at one point stated he would supply the shingles to me free but I would have to pay him again for the labor and dumpster rental if I wanted them changed to PEWTER. Since he admittedly sent me a text that he said, "" Yes, you are right. *********. Sorry, I made a mistake with the other house". I feel that he should replace them at no charge to me for the labor and supplies. **** refuses to change them, even though it was his mistake, although he is trying to convince me it was my mistake. Again, he is trying to say we discussed the color change, WE DID NOT. I would like the shingles changed to PEWTER, the color I chose, at no charge to me for materials, labor and dumpster rental. The shingles were installed on both my home and my shed so they both need corrected. 21 square of shingles.

  Business response

  07/03/2024

  ***** ****** contacted me, **** *******, d.b.a. MS **** Improvement Company to install new shingles on her house and shed in May of 2024.

  She executed a contract, included with this submission below, on May 17, 2024, after submitting a down payment of $4,500.00 on May 13, 2024.

  The shingles arrived at her house and they were a slightly different shade than what was ordered.  I pointed this out to ***** on May 17, 2024 and she said they would be acceptable and made another payment of $5,000.00.  We began the work which took four (4) days during which ***** was consistently outside complimenting the work.  She even bought lunch for me and my crew on one of the days.  The work was finished and ***** paid the balance of $2,466.44, expressing how pleased she was with the result.

  Three to four weeks after the job was completed and all payments had been made, ***** first expressed her dissatisfaction with the color of the shingles.  She demanded that I replace the installed roof with another one of the color she had initially picked.

  In an attempt to satisfy her I offered two solutions:  first, I would pay for the new materials and she would pay for the labor of removing and reinstalling the shingles; second, I offered her a $2,000.00 payment so she could have another contractor do the new job.  She refused both of these compromises.

  To sum it up, she accepted the change in shingle color, by words and actions during the installation, and only after almost a month did she demand that I redo the job for free.

  I have been in business for more than twenty five years and I have never had a conflict with any of my customers before. 

  Customer response

  07/03/2024

  In response to ** **** Improvement, LLC I doo not agree with his response. Attached is 5 pages of tests, emails and handwritten papers of his and my correspondence. Attached is the initial bid for the roofing and siding job. I accepted the bid. **** was recommended to me by a friend whom I trusted. On May 13th I submitted a down payment to "**** ******* for $ ******** for down payment when the work began. The siding was began first because at that time I did not know ** **** Improvement provided roofing also. The houses' old siding was removed, the wrap was put on it and the siding was started to be installed. ( I purchased the siding and materials, ** only installed it. After I asked **** if he did roofing and he said yes, the crew stopped working on the siding and started the roof on the house after **** personally delivered them in his truck. They were NOT delivered as he stated in his response. Also, as stated in his response he "pointed out the shingles were slightly different in color and he stated I said they were acceptable". This is not true. **** NEVER spoke to me about the shingles not being PEWTER that I selected at the beginning of the project. After looking at the shingles a few weeks after the job was completed, attached to this response, you will see I emailed him on June 4 asking what the name and color of the shingles were. **** texted me a response, also attached, on June 5th stating, " Yes, you are right. Driftwood, Sorry, I made a mistake with the another house". Since this was a text message on my phone, I had to email it to my email address in order to print it to send to BBB. (That is why the date in July 3, since I just printed it off today). He clearly and blatantly stated it was his "mistake". On On May 17th, I paid him $5000.00 in CASH, I withdrew from my bank account that he requested. That same day 5/17, **** stated, that evening, they had completed the job so I wrote another check and had me pay to the order of his wife, "****", I now assume it was so he did not claim it on his income taxes, check # **** in the amount of ******** for final payment in which he charged me $296.44 outside of the agreed amount on the contract for additional materials. 
  In response to me not asking about the color of the shingles, ********** did not start laying on the roof until a couple weeks after they stopped the siding install and began the roof. I disagree it was a month after he did the roof. And yes, I did compliment the workers and **** and told them the siding they were installing looked great. The men were working very hard, and yes I did buy the crew lunch two times, not one. I did express my dissatisfaction with the color of the roof once I realized it was not PEWTER but brown. **** was a friend of my friend, I did not know I had to babysit him and monitor the color of the shingles since him and I picked out the PEWTER together from the samples he showed me at the initial meeting. **** states he has been in business for 25 years and never had a complaint. I doubt that. If he is so professional why did he put brown shingles on a gray house? 
  Also, he states in his response he offered to replace the shingles but I would again have to pay for the labor of tear off, laying the new shingles and the cost of the dumpster. That is true. He did make that offer but I refused since as stated about, he blatantly stated June 5th it was "his mistake" on the color. And also, if he stated I agreed the driftwood were acceptable, why would he text me on June 5th, after the job was completed that " Yes, you are right. Driftwood, Sorry, I made a mistake with the another house". **** is being untruthful about the color and conversation of the shingles. Also **** NEVER mentioned a word about, " $2000.00 to have another contractor do the job." If he charged me $ ******** plus $296.44 for additional materials, where am I going to find another contractor to put on the correct color roof? Besides, I would never have accepted $2000.00 anyway. 
  Also, attached is the invoice ** **** Improvement, LLC sent as a final invoice to my insurance company. As you can see on the original bid of $7450.00 plus extra supplies of $296.44 that does not equal what he sent my insurance company. Perhaps ** **** Improvement, LLC is not honest after all, and having the final check made out to his wife, ****.  BBB, I have all the emails between **** and I and all the text messages. If you need to see anything else, please feel free to contact me for the additional information. If you need pictures of the things his crew destroyed that I had to replace/repair at my expense when they were doing the job, or the pictures of the beer bottles they left, let me know. I can send them also. **** daily on the job complained he "needed more money". Daily. I have those emails also, if u need them. I will stand by my statement that his "CREW" were very hard workers, albeit slightly destructive and uncaring about my landscaping and deck wood I had to replace.
  I never demanded anything from **** until he refused to correct his mistake, that he admitted he made. (I have the text message).
  I stand by my complaint. I want the PEWTER shingles that I selected put on my roof, although I am a bit afraid of having ** **** Improvement, LLC  do it due to retribution. I am willing to consider any resolution to correct ** **** Improvement, LLCs' admitted mistake.

  I attached 5 files and had difficulty sending them. Please let me know if they were received.
  
  Sincerely,
  ***** ******

  Customer response

  07/03/2024

  In response to ** **** Improvement, LLC I doo not agree with his response. Attached is 5 pages of tests, emails and handwritten papers of his and my correspondence. Attached is the initial bid for the roofing and siding job. I accepted the bid. **** was recommended to me by a friend whom I trusted. On May 13th I submitted a down payment to "**** ******* for $ ******** for down payment when the work began. The siding was began first because at that time I did not know ** **** Improvement provided roofing also. The houses' old siding was removed, the wrap was put on it and the siding was started to be installed. ( I purchased the siding and materials, ** only installed it. After I asked **** if he did roofing and he said yes, the crew stopped working on the siding and started the roof on the house after **** personally delivered them in his truck. They were NOT delivered as he stated in his response. Also, as stated in his response he "pointed out the shingles were slightly different in color and he stated I said they were acceptable". This is not true. **** NEVER spoke to me about the shingles not being PEWTER that I selected at the beginning of the project. After looking at the shingles a few weeks after the job was completed, attached to this response, you will see I emailed him on June 4 asking what the name and color of the shingles were. **** texted me a response, also attached, on June 5th stating, " Yes, you are right. Driftwood, Sorry, I made a mistake with the another house". Since this was a text message on my phone, I had to email it to my email address in order to print it to send to BBB. (That is why the date in July 3, since I just printed it off today). He clearly and blatantly stated it was his "mistake". On On May 17th, I paid him $5000.00 in CASH, I withdrew from my bank account that he requested. That same day 5/17, **** stated, that evening, they had completed the job so I wrote another check and had me pay to the order of his wife, "****", I now assume it was so he did not claim it on his income taxes, check # **** in the amount of ******** for final payment in which he charged me $296.44 outside of the agreed amount on the contract for additional materials. 
  In response to me not asking about the color of the shingles, ********** did not start laying on the roof until a couple weeks after they stopped the siding install and began the roof. I disagree it was a month after he did the roof. And yes, I did compliment the workers and **** and told them the siding they were installing looked great. The men were working very hard, and yes I did buy the crew lunch two times, not one. I did express my dissatisfaction with the color of the roof once I realized it was not PEWTER but brown. **** was a friend of my friend, I did not know I had to babysit him and monitor the color of the shingles since him and I picked out the PEWTER together from the samples he showed me at the initial meeting. **** states he has been in business for 25 years and never had a complaint. I doubt that. If he is so professional why did he put brown shingles on a gray house? 
  Also, he states in his response he offered to replace the shingles but I would again have to pay for the labor of tear off, laying the new shingles and the cost of the dumpster. That is true. He did make that offer but I refused since as stated about, he blatantly stated June 5th it was "his mistake" on the color. And also, if he stated I agreed the driftwood were acceptable, why would he text me on June 5th, after the job was completed that " Yes, you are right. Driftwood, Sorry, I made a mistake with the another house". **** is being untruthful about the color and conversation of the shingles. Also **** NEVER mentioned a word about, " $2000.00 to have another contractor do the job." If he charged me $ ******** plus $296.44 for additional materials, where am I going to find another contractor to put on the correct color roof? Besides, I would never have accepted $2000.00 anyway. 
  Also, attached is the invoice ** **** Improvement, LLC sent as a final invoice to my insurance company. As you can see on the original bid of $7450.00 plus extra supplies of $296.44 that does not equal what he sent my insurance company. Perhaps ** **** Improvement, LLC is not honest after all, and having the final check made out to his wife, ****.  BBB, I have all the emails between **** and I and all the text messages. If you need to see anything else, please feel free to contact me for the additional information. If you need pictures of the things his crew destroyed that I had to replace/repair at my expense when they were doing the job, or the pictures of the beer bottles they left, let me know. I can send them also. **** daily on the job complained he "needed more money". Daily. I have those emails also, if u need them. I will stand by my statement that his "CREW" were very hard workers, albeit slightly destructive and uncaring about my landscaping and deck wood I had to replace.
  I never demanded anything from **** until he refused to correct his mistake, that he admitted he made. (I have the text message).
  I stand by my complaint. I want the PEWTER shingles that I selected put on my roof, although I am a bit afraid of having ** **** Improvement, LLC  do it due to retribution. I am willing to consider any resolution to correct ** **** Improvement, LLCs' admitted mistake.

  I attached 5 files and had difficulty sending them. Please let me know if they were received.
  
  Sincerely,
  ***** ******

  Customer response

  11/08/2024

  11/8/2024 PE:  Emailed the consumer, *****, to inform her of the case moving to mediation.  Provided my contact information and inquired about any resolution that she may have reached with the company.  Asked her to respond to the email.

  11:/11/2024 PE:  Email from the consumer, *****: I would like to resolve this complaint by the correct color of shingles applied, "PEWTER"  to my home and shed, or I would like to be reimbursed with a cashiers check for the total amount of $ ******** that I paid to MS **** Improvement, LLC for the materials and labor installation on the two roofs, so I may have the correct color installed. Although I am very reluctant, due to retaliation and past conversations with the owner, **** *******, I am willing to let MS **** Improvement Company correct the shingle color with PEWTER, as I originally chose, AND, remove the layer of Driftwood shingles that were incorrectly applied, or I will accept a cashier's check for the total amount he charged me. ($ ********), so I can have the corrections made by another company. I would rather accept the refund so that I do not have to have any more contact with **** *******, Owner of MS **** Improvement Company.Thank You, ***** ****** ************

  11/11/2024 PE:  Spoke with consumer.  Requested that she send screen shots of all texts with business.  She has an android and is unsure how to do that.  Provided some instruction.  She'll be getting some help in  the next few days and will send to my email address.

   

  
  

   

  
  

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