Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid norto to install a metal roof and advised *** the guy that came out the plywood was used to shed water and had to be removed and installed 1x4 strips *** called on Thursday end of November and said he had a crew coming to install the metal I advised him not to come that day come the following Monday due to the plywood not removed and 1x4 not installed due to weather he told me he would have the crew remove the plywood and install the 1x4 if the wood was on site I told him I didnt want to pay the extra money for them to remove the wood and install the 1x4 strips and he told me he would have the crew remove the plywood and install the strips at no additional cost if the wood was on site. On Dec 1 2023 I got home from work and the metal roof was installed poor and unprofessional. The metal was the wrong color not what I ordered the screws was mix matched there was a hole in the metal. Drop edge damaged and the metal wasnt square and put on at a angle I have contacted *** and he stated the ****** and crew and *** did the best he could

  Business response

  12/15/2023

  It is with deep regret that we have an unhappy customer on *************** Carthage, the home of Mr. ***************************** have offered resolution but he has yet to respond. We offered to remove the brand new metal roofing that we installed, at our cost. Further, after he did the repairs to his un-square carpentry work, we will re-install the metal at our cost. This is at considerable expense to us and ****** generous.

  To address the complaint, we must state that we did not construct the porch roof and were hired only to roof it. The quality of the carpentry work was poor. We did our best to provide a nicely done metal roof over poor construction. 

  ************ promised to prep for the new roof by removing old OSB sheathing and installing wood 1x4 lathe strips onto which we would attach new metal roofing. He promised to do this immediately over the next two days. He failed to do so.

  When we arrived to install the roof the following week, we saw the prep work was not done. I called him, told him we were on site and ready to work. We offered to do the prep work at a diminished cost, not free. He agreed and we completed the work. He picked the color from a color chart provided. Over time old roofing on his home may have faded so that new metal was not a perfect match and metal colors change over time with color mixes by the manufacturer. These are unavoidable circumstances.

  We bring nearly 30 years of experience and customer satisfaction to every job site. We do our best to please and have offered to remove the matter at great expense to our company. We would like to do so immediately but there is no refund as we have incurred materials, labor, insurance, and freight costs while looking forward to even more costs. We were given a down payment and will invoice for a balance very soon.

   

   

  Customer response

  12/15/2023

   
  Complaint: 20983094
  
  I am rejecting this response because: 

  I do not accept this response and will not allow them to fix anything due to the poor customer service and poor work they performed I was never gave a color chart to choose from and its all lies I have everything from day one till now on my homes video cameras and audio from when *** first out till now all messages and voicemail *** knew the plywood had to come off the roof due to its rooted and was thrown up there to shed water I will not pay anything else or will they be allowed to fix the problem they created *** knew exactly what had to do and failed at the one job he had I will not accept anything other then a refund for the poor work from *** he did not hold his end of the contract there for I will not pay anything other money out and would like a refund on the poor work that was provided I will send all footage audio messages and voicemail from me and *** if need thanks 
  
  Sincerely,
  
  *******************

  Business response

  12/19/2023

  He is not due a refund but has a balance due - his refusal to remit constructs a cause for action.
  
  He saw a color chart. His intent was, to degree possible, match existing old roofing metal. We did this.
  
  At his insistence, we can only invoice for balance and apply warranty to address issues he has. 
  
  A refusal to remit or allow address of complaint is 100% his to address. Our only recourse is warranty & collection.

  Customer response

  12/19/2023

   
  Complaint: 20983094
  
  I am rejecting this response because: Ill tell what I will do just because I will not pay the remaining balance and there want be any work done by you. So what has already been paid is for the job that was done poorly I dont want my money back at this point I will pay to have another company to come and fix your s**** up so as of now I dont want a refund what has been paid is all I will pay and nothing else. I dont want you to refund me I dont want you on my property. I will have it replaced by another roofing  company. As of right now dont come to my house dont sent me an invoice I WILL NOT PAY ANYTHING ELSE take the money I paid you already and stick it up your a** Ill find someone else to do the job you was hired for. I will not pay anything else or do I want you or anyone from norato roofing on my property. 
  
  Sincerely,
  
  *******************

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