Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my roof installed by star roofing 4/21. There is a eight year warranty on workmanship. There is shingles sticking up on our roof that was not installed correctly. They keep saying they will come back and fix them,but they never do.

  Business response

  08/21/2023

  BBB with spoke with one of the company owners, Peter, and the following was relayed: We did a shingle installation job in March/April of 2023.  We performed the the job according to generally accepted industry standards.   In May of 2022 customer called to complaint that he has high shingles.  We went out there at no charge and determined the reason for the appearance of high shingles to be the structural plywood.  Not anything to do with our shingle installation.  We explained this to him at that time.  Regardless, as an above and beyond courtesy, we nailed his plywood down with screws and plates at no labor and no supply charge- no charge to him at all, whatsoever.  We did this as a courtesy because we always try to go above and beyond for our customers and take care of them. In May of 2023, customer called again complaining about high shingles.  One of our owners, *** went out to the house himself to inspect.  *** walked the customer through the inside and outside of the house to explain that the issue was structural, not anything to do with the shingles or the shingle installation.  At this point, it was the 3rd time that we did a thorough inspection and the 3rd time that we explained this to the customer. (and the 2nd time one of the owners explained this all to the customer face-to-face.)  The customer agreed and accepted at that point.   Then the next thing we know, there is a BBB complaint.  Now, like I said we've been out there 3 times and we even did an job at absolutely no cost to the customer on his structural plywood.  But again, there is no issue with the shingles or the shingle installation.  If there was, we would take care of it for the customer under his warranty.   Now, if the customer would like to call me himself, I can explain this to him as well.  I'd be open and happy to discussing the customer's concerns with him directly.  Also, our Installation Department is performing a 4th review on this matter.  We take all concerns seriously and always do our best to take go above and beyond for our customers, as I think is evidenced in this incident as well.  However, if the issue is structural and not due to the shingles or the shingle installation, then we that is a separate matter apart from us.  We did once already do structural work on his plywood as a courtesy.  Please let me know if the customer would like to speak to me directly.  Thank you.  

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