Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired South O Roofing to replace our roof after we filed a hail damage claim with our Insurance company in June of 2022 The entire roof, including the bay window area, was covered by insurance to be replaced as was the living room ceiling which had been damaged by a leak in the bay window roof. We showed South O the living room ceiling and discussed at length that we wanted the leak that caused it fixed. We told them that it only seemed to leak during a certain kind of driving rain. They even showed us the area where they were sure the leak was. At no time did they tell us that repairing that leak was not covered in the insurance claim. The roof was completed and we paid South Omaha Roofing for the work on June 12th of 2023. On Tues May 21 of 2024 we had a driving rain that resulted in our roof leaking in the same spot, underneath the bay window. This time the roof leaked so badly that it saturated a part of our drapes and left a large, very noticeable stain on them. We took pictures and sent them to South Omaha Roofing the next day. I spoke with *. and she said she would get with the crew and get back to us. We did not hear back from * until my husband called her. She gave him some ridiculous claim about a clogged gutter she said a workman had seen (unbeknownst to us he was even at our house). At our request she set up another date for the workman * to come over when we would be home. * looked at the bay window area inside the house and out on June 7th. He pointed up to the top of the bay window roof (see attached photo of roof that the Insurance Co sent me) and said, “I told them that needed to be replaced, but... " and shook his head. He told me this twice during his visit. He said nothing about it not being covered by Insurance. Apparently, he was told not to replace it. (see attached for the rest of the story) Were were also told by ********* *** that they used the wrong caulking around the chimney. We would like that replaced.

  

  Business response

  07/24/2024

  The chimney flashing was paid for by the insurance company but not replaced by South O Roofing or included on the homeowner invoice.  If the damage is cosmetic and the flashing it cut into the chimney, it is safer to leave the metal as is to prevent damage to the brick on the chimney. As far as the caulking goes, the caulk is purchased from the same company that the shingles are from and it is made for chimneys.  Addressing the leak, the roof above the bay window was replaced and the flashing sealed.  Replacing the flashing was not included on the insurance scope South O Roofing was working off of.  However, sealing it should have taken care of the leak.  With the rain, hail and tornado strong winds Omaha has seen this year, it makes sense if it was going to leak it would happen now (a year later).  Apparently the insurance co that said the caulk was incorrect is paying for a new roof, so it would be good to include the flashing above the bay window with this new claim. 

  

  Business response

  08/28/2024

  I'm sorry that it has come to this. Companies don't warranty workmanship if the damages are due to storms.  However, as a good faith gesture we are offering to pay $1,000 towards the drapes.  Just some advice, it would be a good idea that you address the flashing, the drapes and the ceiling in your current claim.  A consultation with the roofing supplier that provides our roofing supplies took place and they assured the caulk is fine for the metal on the chimney.  Since there have been no reports of it leaking, it must be ok.  We are finished going back and forth on this, the offer is $1,000, if it is rejected again the offer is no longer offered.

  Customer response

  09/06/2024

  Complaint: ********
  
  I am rejecting this response because: In no way does this offer show "good faith " or begin to compensate us for our curtains that are ruined because of your dishonesty.  Anything we do to replace our drapes will cost far more than your offer. You have not stood behind your work.  You replaced our roof and said you would fix our living room leak.  Afterward,  the first strong rain (not a tornado or even damaging winds, just a strong rain, blowing the right direction)  leaked in the same place, worse than ever,  ruining our drapes!  Your own workman admitted your culpability in failing to replace what needed to be replaced.

   We will just have to be satisfied that others thinking of hiring your company may not be put in the same position as we have been after reading this.
  
  Sincerely,
  
  ******** *** **** ******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are a screwed up place first of all when did roof had to call them back about things that wasn’t done then waited almost a month and half later had to call them about gutters being put on guy name ***** said forgot about u then finally came out and did that and whatever company they sent out didn’t even clean up mess when I called ***** about it he said yes they should of and then he proceed to say we will just bill u for roof and gutters no sorry or anything from him just send pictures to our Gmail account

  

  Business response

  07/17/2024

  The color confirmation for the roof was signed on 5/21/24 and the roof was completed on 5/29/24 with the exception of the pipe jacks.  Once the pipe jacks were available they were installed.  The gutters were on hold because the homeowner was waiting to see if the siding was going to be replaced or not.  Once it was determined that the siding was not going to be replaced by the insurance company the homeowner sent ***** the color she wanted for the gutters.  Within a few days, the gutters were installed, that was on July 9th.  So the dates are correct but she failed to mention why the gutters and downspouts were on hold.  We will be billing her for the roof and gutters per the insurance estimate.  There is no justified reason to give her a discount on her invoice.  Just to note the insurance company was billed today. It usually takes a couple of weeks to get the updates back from the insurance company, at that time we will be sending her an invoice. As far as the gutter crew leaving a mess, ***** asked for photos and none have been provided.  She said she cleaned it up already so we were not able to see what she was referring to in order to send the gutter crew out there to clean it up.

  

  Business response

  07/17/2024

  Please see the attached for the pictures taken by the gutter crew throughout the job.

   

   

   

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was referred to South O Roofing last May 2023 to do an estimate on roof repair on my building at **** * St. They had me sign a standard service contract stating that what ever money they got me representing me to my insurance company they were entitled to do the work. When they submitted their estimate to my insurance company there were problems right away. The insurance company said South O roofing estimates where almost twice what the cost of replacement should be. They used an example of $40,000 South O roofing was asking for parking lot attendant for safety reasons. This one of many other items that they could not justify the expense. After them going back and forth with my insurance wasting most of the summer my insurance company stoped replying to their emailed demands and put the job out for open bidding. South O even called and asked me to lie to my insurance company and state that one of the estimates for the bidding process was one that I obtained and not obtained by them. You can see me reference this in one of the email exchanges. At this point I was not going to get my roof done before winter and decided to fire South O roofing and emailed them stating this. They spent all last summer trying to shake down my insurance company and now they are trying to shake me down for my insurnace claim. They have filed with a collection company to try and take money from whatever the insurance company is paying for my roof replacement. The amount they are requesting is just some amount they made up. They adverstise all over TV that they work with your insurance company. In my case they refused to come to an agreement with insurance and now want to hold my claim hostage, quite the opposite. If this goes to court there will be a counter claim. This is harrasement!

  

  Business response

  05/06/2024

  This was turned over to ******** ******* Services for Collections and that's probably why *** ***** decided to reach out to you. We are not trying to harass him. Since he no longer wishes to have South O Roofing do the work, we invoiced him the 20%, according to our Service Agreement. This accounts for the time and effort we put in to get items that were damaged reviewed/approved. We gave this to ******** ******* Services to collect payment.
  
  South O Roofing has a comparable bid to other contractors. Originally, ******** insurance, his insurance company, estimated the damages to be $332,366.29. This is what was going to be paid out, but we found more damage and had to go back and forth with them to get the additional items added to the scope of work. We were still trying to go back and forth with them about the AC units.
  
  The insurance company did tell **** that he had to get 2 other bids. I've included copies of these. Below are the total of each of the3 bids at that time:
    - South O Roofing's bid was at $451,597.10
    - ***** Roofing was at $492,645.16
    - ******* Roofing was at $461,264.09
  **** reached out to ***** Roofing for a bid. We reached out to *******, on his behalf, as it's hard to have another roofing company give you a bid when you're under contract with someone already. As you can see we're comparable to the other contractors.
  
  There was a parking lot attendant on our scope of work. This is the ground guy (see line item 8 on the South O Roofing's scope of work. The total for this item was $4,787.52, not $40,000.
  
  We have a signed contract that if he goes with another contractor, he would owe us 20%. See attached Invoice. We  also haven't been paid for the roof repair we did. It was leaking and we needed to get it temporarily fixed so we did this over the winter.  We couldn't put the roof on during the cold months.   
  
  If **** would show you the newest copy of the scope of work from ********, it would probably be similar to ours, if not more. 
  
  A phone conversation in regards to this would be nice.
  
  *****
  

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: South O Roofing was given plenty of time and opportunity to work with the insurance company and do the job for the amount they were willing to pay for roof replacement. They refused to come to an agreement and at that point communications between ******** Insurance and South O roofing stopped.  ******* roofing was a bid cherry picked by South O roofing and given to me to turn into ******** insurance and lie stating the bid was obtained by me and not by South O roofing, it was never considered by ******** Insurance.  I never contacted ***** Roofing and never saw or received a bid from them. If a bid was obtained by ***** Roofing it was also done by South O roofing to justify their inflated estimates. The bids that the insurance company received all came in saying the job could be done for what the insurance was paying. ******** Insurance was contacted about any agreement they had with South O roofing to do any patching work. They said they never received an invoice for any work done but would be willing to review it once it has been submitted. If South O roofing wants to get paid on the work they were approved to do over 6 months ago they need to send the person at ******** Insurance who authorized it an invoice. 
  
  Sincerely,
  
  **** Prout

  

  Business response

  05/16/2024

  As far as doing the roof, we wanted to make sure **** was given what was rightfully due to restore the property back to its original condition and ensure it was up to code, which included proper insulation. The work cannot start until the scope of work is finalized so we were unable to do the roof. 
  
  
  There were many delays that were due to ******** insurance being unresponsive. On several occasions, we had to escalate emails to management. ******** also caused many disputes  throughout the process by bringing in HVAC companies that work out of their garage or roofing companies that didn't do commercial roofs and weren't registered with the state. We mentioned these things to **** and he wasn't pleased about it. **** told Columbia he wouldn't allow them to do the work.
  
  
  For the bidding process, ******** was reaching out to get bids and we did get 2 bids from registered, reputable companies in Nebraska to assist with the claim to ensure everyone was in line and on the same level.
  
  
  In order to resolve this, we need the most up-to-date insurance scope from ******** as there may be a dispute in the amount that **** owes us, per the Service Agreement. **** is legally binded to provide that information to us in order to determine the correct amount due, but he hasn't sent it. I think an email from his insurance company, confirmining this is the most recent scope, would allow us to all see what was approved and confirm the amount. We put a lot of time and effort into this claim which is why there's the verbiage in our Service Agreement that says we are owed 20% of the replacement cost value of the claim.
  
  
  The other option is that, because this is in collections and it may lead to litigation, it may be most beneficial to wait on the BBB complaint and let the courts decide who is in default.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/16/24, I entered into a proposal agreement with SOR (South O Roofing) for a roofing project. However, I was dissatisfied with the proposed materials they offered. When I expressed my concerns to the owner, ****** he became upset and unreasonable. He even went so far as to threaten me and my parents, attempting to coerce us into doing business with his company. Cancellation: Due to the unpleasant interactions and threats, I decided to cancel the project. I communicated this decision over the phone and via email. The salesperson ********* however, refused to accept our cancellation and insisted we visit their office. Given our prior negative experiences, I was uncomfortable doing so. Unfounded Charges: SOR is now claiming a $4,500 false restocking fee and alleging a default of the proposal. Notably, the insurance holder of the home had not been contacted yet regarding the proposal agreement. SOR did not perform any work, and I firmly believe they did not order any materials as they claim. Personal Experience: I have previously completed work for ****** the owner of SOR, on two of his properties. Unfortunately, I received no compensation for those jobs, despite investing time and equipment. Threats and Lien on My Home: SOR has threatened to place a lien on my home. However, this action would be baseless since they did not perform any work. I urge the BBB to intervene and prevent such unwarranted actions. This has been an ongoing stressor since January, I have been talking to many sources and my voice has not been heard. My hope is that BBB can give me some resolution for this matter. In light of the above, I kindly request that the BBB investigate this matter thoroughly. South O Roofing’s behavior is unacceptable, and I believe they should be held accountable for their actions. Thank you for your attention to this complaint. I trust that the BBB will take appropriate steps to address this issue promptly.

  

  Business response

  04/23/2024

  ** ******** voice has been heard. He even had a lawyer contact me. ** ****** came off as a licensed contractor, but didn't pull proper permits when installing a furnace at our South O location in Lincoln.We referred him to another customer of ours in Iowa and he did the same thing to them. They were out of a furnace for 3-4 days, installed a defective furnace, replaced with a used part, and didn't pull a permit. Attached is a letter from ** ******** attorney stating ** ****** didn't know he needed to pull a permit. Maybe Performance HVAC needs to be investigated for saying they're licensed and not pulling permits. Working around HVAC is very dangerous to work around and it should be a crime to not pull permits as you're endangering people's lives. I had a couple conversations with his lawyer and ultimately it's my understanding he advised ** ****** that there's nothing he could do to help him. Before paying him for the job he did for me, I told him he needs to get a permit and I need to have it pass inspection. I have a 10 million dollar business and have been in business for years. I pay my bills, but the work needs to be done properly.

  As for South O Roofing's contract with ** ****** regarding his personal property, ** ****** signed a contract with us. We assisted him with his claim. Helped him navigate the process and paperwork. Helped him figure out what insurance paid for and didn't. He signed a Construction Agreement on 1/16/24 and we ordered the materials then ** ****** changed his mind on 1/24/24 stating they decided to go a different route and our bid is too high. This was past the 3 day cancellation rule. Our agreements state if we don't do the work, due to the time and effort involved, we are owed 20% of the total scope of work. Our agreements stand up in court. Recently we won the Shafer case which was held in County Court of Douglas County, **** *** *********** 

  It's not fair that anytime someone doesn't want to pay their bill that they try to turn you into the BBB.

  Please call me if you'd like to discuss further.

  *****

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  South O Roofing was to replace several ridges on our roof on June 10, 2022. On July 25, 2022, it was discovered that one ridge was not replaced, On July 26, 2022 I left a text message with Nicky at South O Roofing about the incomplete work. She contacted me and said to send her a diagram showing which ridge was not replaced, which I did on July 26, 2022. On August 4, 2022 she informed me that the supply house was out of the ridge cap and she would keep me updated. I never heard back from her so I called her on September 6, 2022 and she said I would have to pay to have the ridge replaced (that I already paid for). One half of the work ($******-includes credit card fees) was paid before the work was completed, while the other half ($******-includes credit card fees) was paid on June 22, 2022 after the work was completed. Because the work was not completed, as agreed upon and it was paid by credit card, the second payment of $******, was disputed with the credit card company on September 10, 2022. On December 5, 2022 the credit card company informed me of South O Roofing's response that they did not know of any complaint regarding their work until the filing of the credit card dispute. Thus, the credit card company closed their investigation, but asked if I wanted to continue the dispute and if so to send complete details of the dispute. Upon talking to the credit card company this morning, after sending them all of the documentation that was sent to Byron ********, owner of South O Roofing, the credit card company agreed that it was not true that South O Roofing hadn't received my previous complaint. As they further investigate this dispute, the credit card company suggested that I contact the Better Business Bureau or Attorney General about this issue. And you can see by the attached letter to Byron ********, there was a ridge that was to have been replaced in May, 2021, that was not replaced! Thank you for your help in this matter.

  

  Business response

  12/19/2022

  Contact Name and Title: Byron ********
  Contact Phone: ************
  Contact Email: ***********************
  Not for sure how to respond to this, she has a huge house the roof is probably 18-20 years old so nothing is going to be a matching color. I think this started in 2019 emailing her about patching some of her ridge, then in 2020 as you can see from her email we did some of the patching then. Then some more in 2022. We do smaller jobs just to help people out and this one turned into a huge issue for us. Not everyone can afford a whole new roof so we try to help where we can. If this was a brand new roof and the ridge did not match I would completely understand them being upset. Not sure how to explain this any other way.

  Customer response

  12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As you can see by my complaint, that it has nothing to do with the color of the replacement shingles on the ridges. My complaint is about work that was agreed upon and identified in a signed agreement, but was not completed. In 2020, Sales Representative Steve ******** said that my entire roof, which was 17 years old at that time, would need to be replaced in 4-5 years, but the ridges need to be replaced sooner. Thus, in 2021 South O Roofing replaced several of the ridges and then again on June 10, 2022 several more ridges were replaced. However, one of the ridges that was to have been replaced in 2021 and one of the ridges that was to have been replaced in 2022, were not replaced. Because it was on July 26, 2022 when I realized these two ridges hadn't been replaced, that is when I notified my then Sales Representative Nicky ***** of such. And because it had been over a year since the 2021 ridge was to have been replaced, I accepted the fact that it was too late to deal with said ridge. However, since it had only been 47 days since the 2022 ridge was to have been replaced, Nicky indicated that said ridge would be replaced since it had been less than 60 days since the 2022 work had been done. She said, however, that the replacement shingles were not in stock at that time and she would keep me updated. Nicky never got back to me so I called her on September 6, 2022 to see if the shingles had come in and that is when she informed me that I would have to pay again to have the said 2022 ridge replaced. Thus, my complaint is having to pay again for the ridge that was to have been replaced on June 10, 2022, but was not. I am just asking that I not have to pay for the ridge that was not completed in 2022, even though I also paid for work that was not completed in 2021. I also assume that when you sign an agreement with a company identifying what work will be completed for you, that all the work will be completed. Unfortunately, that was not the case here. I have also sent Mr. ********, owner of South O Roofing, the supporting documentation for my complaint including emails and text messages.

  Customer response

  01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The pictures in South O Roofing's last response are indeed the peaks that were replaced in June, 2022, however, there was no picture of the completed Front Peak, which was to have also been replaced. That is because it was not replaced and that is why I assume, there were so many shingles left over from that June, 2022 job. Included in those pictures was one of a very short peak (probably less than two feet). The replacement of that peak was an afterthought after estimate ***** was signed. In a telephone conversation with Sales Representative Nicky *****, I was told that there would be no additional charge for that short peak, because of the length of it (it was so short). Thus, I pointed out to the roofers, who came that day, to be sure that they replaced that short peak, since it was not listed on estimate *****. They did replace that short peak, (next to letter J) on a diagram provided by South O Roofing, but did not replace the Front Peak (between N & Q shown on the diagram). As I previously said, someone from South O Roofing's local office (less than two miles from my house) could have come out and looked at my roof upon me notifying Ms. ***** that all the work had not been completed. Instead I was lead to believe by Ms. ***** (whose office is over 60 miles away) that the work would be completed at no additional charge upon the shingles being in stock again. However, a few weeks later when I called Ms. ***** to see if the shingles were in stock again, she informed me I would have to pay to have the Front Peak replaced (even though I had already paid for the work), thus, the reason for me filing a complaint with the Better Business Bureau. My original complaint with the BBB included several attachments with two of those being--estimate #**** and a diagram showing which peak was not replaced. I respectfully ask that South O Roofing Owner Byron ******** review those attachments again so he can better understand my complaint.

  

  Business response

  01/23/2023

  As you know, we are a multi-million dollar company that gets less than 1% of complaints based on the number of jobs we do. This is a good indication that we do a fantastic job and most of our customers are happy. This patch job was only $****. We are not spending any more time or effort on this complaint. However, on a newly discovered note, it turns out she only paid half of the invoice. When we went through our ****** account, it was discovered that her payment was disputed and refunded back to her. So basically she only paid for half the work anyway. So her point that she paid for it is invalid.

  Customer response

  01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because I did not receive any response to my letter to Byron ******** sent on September 8, 2022, notifying him that the work was not completed as agree upon, I did file a dispute with my credit card company for 1/2 of the $**** charges. Thus, the dispute was for $******, as the charge included $***** in credit card usage fees. My credit card was credited for the $****** on September6, 2022 while the credit card company investigated the dispute. However, after the investigation by the credit card company, that credit was reversed on November 9, 2022 and my credit card company suggested that I pursue this matter by filing a complaint with the Better Business Bureau or the State Attorney General. Thus, the reason I filed a complaint with the BBB. If South O Roofing is a multi million dollar company, then I think they would have accurate records, so again I ask where is the picture of the front peak showing that the work was completed. If that peak was completed then there should be a picture of it since there were pictures of all the other peaks that were completed. If there is no proof that the work was completed then why do I have to pay for that work that wasn't completed. I believe I should receive a reimbursement for the uncompleted work.
  *** ****** *** ******** ******** ******* **** ****** *** ******** *** * **** ***
  *** **************** ***** * ******* ******** ***********

  

  Business response

  02/23/2023

  This is a report with the photos we have of the replaced ridge cap. If the homeowner would like to supply pictures showing the areas in question, we would be happy to take a look. Also, at the homeowners approval, when the weather is nice we wouldn't mind going out and taking pictures of the whole roof as well. This is all the pictures we have and none of them are of the front. Once it gets warm out, with the homeowners permission of course, I can go out and get pictures of everything. Sometimes when it is just a repair, they don't take as much pictures.

  Customer response

  03/01/2023

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

  I cannot provide a picture of the uncompleted front peak, ** * ** * *********** ***** **** ********* ** *** **** *** ****, do not have the ability to climb up onto the roof to take an overhead picture.   And because that peak is horizontal to the ground, a picture from ground level would not be sufficient, as you need to view the peak using binoculars.  South O Roofing has permission to take a picture of the uncompleted peak, but does not have permission to take pictures of the entire roof, as there is no need for that since the front peak is the only one that the complaint is about.  The more walking on a roof there is, the more damage that can be done to the roof.  I do find it interesting that you stated when making repairs you don’t take as many pictures, however, in my case you took pictures of all the peaks you repaired (even an approximately two-foot peak).  You do not have a picture of the completed front peak, because it was not completed and you will find that out if you come to take a picture of it. Thank you.

  
  
  Sincerely,
  
  Debbra *****

  Customer response

  03/13/2023

  South O Roofing will need to contact me as to the date and time when someone will come and take a picture, as I will need to be present.

   

*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. ↩