Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early spring 2022 Marquis Roofing installed a standing seam metal roof on our house and garage. *** Marquis had quoted the job for $30000. He also mentioned that his group would have to lower the gutters so they would not catch the heavy snow from the roof and become damaged or ripped off. On the final day he inspected and determined that the gutters had not been lowered but would have to be. We agreed to pay $27500 on that day and balance to be paid upon completion. He eventually sent a few different people to look at them. They removed a s**** and realized that the gutters were attached by screws and caulk and that removing them would probably cause their destruction and maybe even of the facia boards. At the end of the first winter ******, the gutters remained intact but bent in several places. After doing some research I eventually found, snow guards that could be installed on the standing seam and prevent large, heavy and dangerous chunks from sliding off the roof, mitigating the potential for damage to the gutters. I have bought enough for all of the roof that can be done (they cant be applied on one section due to solar panels). We were able to reach and install about half. To install the remaining should take an hour or so. With one winter of use, they do seem to be working the way we hoped. After the day we paid for the roof we found that the roofers had broken one small piece of siding, gouged the composite deck with their ladders and bent some fins on a new mini split condenser. We have requested that *** have his people install the rest of the snow guards and we would assume future risk for the gutters and absorb the damage done during installation and consider the job paid in full at $27,500. He has not responded.

  Customer response

  04/28/2024

  Please see note in middle of page: "The remaining balance is due when we come lower the gutters". This has not been done.  Thank you!

  

  Business response

  08/22/2024

  We want to let you know that this issue has already been resolved. However, if you have any further concerns or questions, please don't hesitate to reach out. You can contact me directly at ************ or my business manager at ************, and we will be happy to assist you in getting everything fully resolved.
  

  Customer response

  08/23/2024

   
  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

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New rubber roof installed on my home along with two skylights and drip edge on all sides in June 2021. When first storm hit in Winter of 2022, the drip edge on the back of the home completely flew up. Once this happened, it was noticed at the same time that the fascia board installed under the drip edge was not the correct size most likely causing the problem. I immediately reached out to Tom M****** and sent pictures. He acknowledged the email, pictures and problem and we agreed that he would fix it in the Spring (Spring 2022). I have been chasing him ever since and he has not had the courtesy of responding to me or **** ***** who also called on my behalf since the incident occured. At the same time, I indicated to him that I felt there was still water seeping in around the chimney. I contacted him for a roof quote based on his guarantee on his website offering a 25 year labor warranty on all roof work. Unfortunately, the job didn't go as planned as Tom never came to my property. On the day of our appointment, he sent someone else. On the day of installation, the wrong materials arrived for the drip edge. He never came to the property to supervise the work, review the completed work or to collect his payment. They did come back to bring a replacement screen for the skylight which was ripped and to try and fix the inside trim work which looked less than professional. I want the correct fascia board installed and the drip edge replaced . I believe the roof around the around the chimney is leaking or maybe it's coming from the damaged drip edge and running down. I have been more than patient.

  

  Business response

  11/02/2023

  I just spoke with the customer and the have set up a time to meet with her to rectify the situation.  

  Customer response

  11/03/2023

  
  Better Business Bureau:
  
  The business contacted me in reference to complaint ID ********.  He agreed to come out next week.  That is a step in the right direction, but until the issue is fixed it is not resolved.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am 74 years old and contracted to have my roof replaced by Marquis Roofing. I placed a deposit of $1000.00. Since March (223) I have been promised a refund since the work was never done. I have had numerous contacts with both Tom M****** (owner) and Ben (representative). Despite sending proof of the cashed check, Marquis Roofing has failed to return my deposit and has stopped responding to my emails.

  

  Business response

  06/08/2023

  We received a call from a customer nine months after we had a contract signed that he wanted to back out of, and he stated nine months later that we owed him $1,000 for a deposit; we could not find any record of any deposit in any of our bank accounts or any of our paperwork he provided a check that was written to Marquis Roofing. Still, there was no signature on it, and I asked him to show me the account numbers that the check was deposited, and he did not send me any of the information I had requested. During this time, we had a sales rep that we found out very quickly had questionable ethics, and we had to let him go after we realized that. However, we don't know if he could cash the check or if he did indeed give it to me. That is all we were trying to find out. Robert didn't seem willing to help with that by providing banking numbers to show us where the money went

  Customer response

  06/13/2023

  Dear BBB/Marquis Roofing: 
    
  On Monday, I spoke with a representative at my bank - the *** ********* ******* ****** ***** (*****) - in an attempt to determine the bank at which our check (****) was cashed. She explained that if I had tried to cash the check at *****, "Not for purpose intended" would have been stamped on the back of the check and I would have been required to sign the check.  
    
  ***** *******, the representative at ***** informed me that my unendorsed check had been cashed at ******** **** in Riverside, Rhode Island.  I have attached the information that was sent to me today by *****. 
    
  I had electronically signed the contract with Marquis Roofing on April 2, 2022 (see attached) and had given the required $1000.00 deposit to Marquis Roofing sales representative Steve P**** on April 3, 2022 (see attached). 
    
  The deposit was given to this representative of Marquis Roofing.  As such, Marquis Roofing is responsible for the actions of its employees whether the individual was ethical or not.  Certainly, the consumer, who puts his trust in Marquis Roofing, cannot be expected to monitor their employees. 
    
  Marquis Roofing sent me an email promising me a refund.  I am a 74 year old man who contracted with Marquis Roofing and who placed his trust in them.  I expect them to honor their company's word. 
    
  Sincerely, 
    
  ****** ** ****** 
  

  
  

  

  Business response

  08/31/2023

  We delivered a check to his address for the full amount

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Marquis Roofing in April to replace the rubber roof at my business. At first everything was great, after a few months we started to have a few leaks. I reached out to them, and they fixed the issues except one. as of today, the roof is still leaking. No one from the company will respond. When they worked on my roof, they damaged some conduit that ran my outside building lights after being forewarned of the conduit location. It cost me over $700 to find out they put a screw thru the conduit. I have reached out to Tom Marquis, leaving several voicemails and text messages and have not received any response.

  

  Business response

  01/27/2023

  This issue was resolved 

  Customer response

  01/27/2023

  
  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

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Terrible roofing job. Looks like the plywood deck was not secured well and is starting to come off/buckle. See photos.

  

  Business response

  01/11/2023

  We tried to guide to this customer in a different direction. He insisted to get 3 tab shingles we advised him their is a extremely limited color supply. We told him the color would not match his existing roof and tie the shingles together with the barn. This customer was happy with the roof and did not want pay at completion of work. After we strongly urged him to pay to fulfill his end of the contract he payed. He texted 3 hrs later that night and expressed that he was unhappy about the color of the roof because it didn’t match the barn and that we broke a birdbath that he sent a picture of and it was literally a pile of rubble bird baths break into a few different pieces they don’t turn to dust. He would not answer his phone to try to communicate with myself the owner nor the sales rep and he has gone on writing negative reviews for the past 10 months yet he still has not answered his phone to allow us to remedy any of his complaints. After his original complaints were simply about the color not matching and his neighbors not liking the color, which we forewarned him about numerous times and his birdbath. Now after eight months he is sending pictures of what appears to be plywood that is lifting, and again he still will not answer his phone he just likes to write bad reviews. I don’t know what to do to help a customer that refuses to communicate and only wants to write hate I think he is upset at himself because he chose low quality shingles instead of high-quality shingles for the same exact price and now he regrets his bad decision and is taking it out on us. Either way when a customer won’t answer the phone and communicate to the owner on how to remedy a situation there is nothing that can be done.

  Customer response

  01/13/2023

  
  Complaint: ********
  

  That's a lot of text to just ignore the issues with the roof installation. Marquis roofing also had me sign a contract for this installation including text regarding a "GAF warranty" which reads "This GAF Royal Sovereign Roofing System comes with a Manufacturer's Warranty of 25 years on materials and a 25-year guarantee on labor" and then after problems appeared, Tom Marquis wrote "And there is absolutely no GAF warranty on that roof."

  The business owner also wrote "I am more than happy to help you with any and all of your concerns. As soon as you edit or remove ALL OF your reviews from every single platform you posted on." So, I would have my doubts about their online ratings if this is what they pull on their customers who provide photos detailing problems with Marquis Roofing. 
  
  Attached is a completely different section of Marquis's roofing job that has plywood that is warping.
  

  

  Business response

  01/13/2023

  We tried to guide to this customer in a different direction. He insisted to get 3 tab shingles we advised him their is a extremely limited color supply. We told him the color would not match his existing roof and tie the shingles together with the barn. This customer was happy with the roof and did not want pay at completion of work. After we strongly urged him to pay to fulfill his end of the contract he payed. He texted 3 hours later that night and expressed that he was unhappy about the color of the roof because it didn’t match the barn and that we broke a birdbath that he sent a picture of and it was literally a pile of rubble bird baths break into a few different pieces they don’t turn to dust. He would not answer his phone to try to communicate with myself the owner nor the sales rep and he has gone on writing negative reviews for the past 10 months yet he still has not answered his phone to allow us to remedy any of his complaints. His original complaints were simply about the color not matching and his neighbors not liking the color, which we forewarned him about numerous times and his birdbath. Now after eight months he is sending pictures of what appears to be plywood that is lifting, and again he still will not answer his phone and proceeding to write bad reviews. I don’t know what to do to help a customer that refuses to communicate and only wants to write hate I think he is upset at himself because he chose low quality shingles instead of high-quality shingles for the same exact price and now he regrets his bad decision and is taking it out on us. Either way when a customer won’t answer the phone and communicate to the owner on how to remedy a situation there is nothing that can be done.

  Customer response

  01/20/2023

  
  Better Business Bureau:
  
  Good Afternoon, in reference to Complaint ID: ********, Tom @ Marquis roofing and I have come to an agreement. He reimbursed me for the repair and assured me he will fix the roof when the weather cooperates.  
  

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

*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. ↩