Complaints

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  . ***** assured me his crew was the best crew for the job. My house was built by my late husband with intricate roof design. They literally destroyed the cosmetics of the entire roof. The turret looks like a road map, the drip edges were cut incorrectly so seams show around the entire perimeter. They used too long of a nail on my covered porch and now the underside looks like it was hit with a machine gun. Shingles are warping and falling off . He offered to have his crew fix the deficiencies but I declined as the same crew same results. I am devastated! I paid a down payment of ******* on a 15k quote. He walked away left his waste snd materials for me a 63 yr old widow to take care of. I will need to have the entire roof stripped and redone. I should get my deposit back

  Business response

  04/17/2024

  Hi there. 

  After doing the project nearly 8 months ago this is the first we have heard from the customer. After her initial complaints about the project, I went out there myself to walk through it and said we would address some of her concerns with the project. There are a few concerns she had that could not be done, as drip edge always has seams (she never had drip edge before with her older asphalt roof which is not good!) Being a company that has served many customers we realize not every project can go smoothly, but aim to please everybody entirely! So, when I was out there ***** and I had a very good conversation, and I left with the expectation we would come back and fix parts of the project to ensure she was happy. but asked for a couple weeks so we can ensure our schedule was planned properly which ***** obliged to. After texting her and asking if myself and my crew can come out and make the necessary repairs I got a very blunt text saying I was not allowed and she would reach out when ready. We obviously never asked for any more of the contracted about which was nearly $10k, and did not get further communication from the homeowner. I would be happy to chat with ***** to get this resolved ASAP, as this is not a typical representation of CML Roofing and our team. 

  Customer response

  04/21/2024

   
  Complaint: 21583201
  
  I do not accept the business's response as a resolution to my complaint because: 

  ***** has a completely different and inconsistent recollection of our conversations pertaining to my dissatisfaction on the entire roofing job.
  His response to my ****** review:
  I was told that you were gone and wanted to wait until you were back and through a couple weeks before we performed the repairs (at no cost to you) which I happily agreed to
  His response to BBB:
  we would come back and fix parts of the project to ensure she was happy. but asked for a couple weeks so we can ensure our schedule was planned properly which ***** obliged to. 
  My phone deleted our numerous text throughout this job, but I would be open to being reminded of my text responses to him should he still have a record of them. During the walk thru I pointed out numerous deficiencies thru out the roof line and on the roof itself and the porch damages. Too many to list in this response. On many he trivialized them, others he offered up minimal fixes, for example I told him I wanted my porch ceiling repaired back to its original state and he offered up a plywood cover which I certainly wouldnt agree to. As far as the drip edge seams, there is another method of cutting and hiding the seams if an experienced person is performing the job.  After many back n forths with ***** on my concerns, he said he would meet with his ******* and get back to me on a plan. I hadnt heard back until sometime later in the month when he wanted to meet to close the payment due. I told him that was not going to happen as we hadnt even made a final plan for the fixes. I did at that time state to him I could not and would not allow him to use the same crew to come back to attend to my concerns as they were clearly not experienced to perform work on this style roof or we would not be having issues at all. He never responded after that conversation. He never inquired about his supplies and hazardous waste he abandoned either. The pictures speak for themselves. As previously stated in my complaint, I will need this entire roof redone due to the horrendous cosmetic application as well as the newest issues of shingles falling off and bubbling/warping. Therefore, I am asking for my deposit refunded to cover cost of porch damages at a minimum and I will find another roofing company who has documented experience in this style roof to redo this atrocity.
  His Company ASSURED me he had the experience to take on this job. I was shown photos of similar jobs his company supposedly had done. I put my trust in him so much so that I sent two jobs to him before he even started my roof and yet he failed me miserably. Please I ask you to accept accountability for a botched job and refund my deposit so that we can put this matter to rest.
  
  Sincerely,
  
  ***** Card

  Business response

  04/23/2024

  Hi there, 

  I do have a good recollection of our conversation as I have it all in text. I gave ***** two options to fix the over porch, one was to finish the ceiling, which would be to make the inside finished and complete like a traditional farmers porch, hiding the rafters and any nail holes from being seen. The other was to put down new sheathing and paint to ensure it would be back to normal which ***** chose. The original ****** review left on our profile states we walked away from the job, to where it was updated 24 hours later to she didn't want us out there to do it. I am willing to give a refund, however I will need some assurances on our end, because I feel uncomfortable with the confusion between how the conversations we have had that I see in text, as well as from what I remember in person.

  I sent an email to *****, in hopes we get this behind us by the end of the week. I would love to hear back from her in order to make that a reality!

  Thank you,

  **********;

  Customer response

  05/01/2024

   
  Complaint: 21583201
  
  I do not accept the business's response as a resolution to my complaint because: 

  ***** sent over a release of liability document I was not comfortable it would protect both parties completely. I have since sent him via his email a revised document. I am waiting on his response 
  
  Sincerely,
  
  ***** Card

  Business response

  05/01/2024

  I have responded to *****'s terms with hopes it will be solved in the near future. 

  Customer response

  05/04/2024

   
  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,
  
  ***** Card

*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. ↩