Complaints

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Siding complaint.In August of 2022 I employed McRoof.us to repair hail damage to my home that occurred in April of 2021. This project is now in its sixth month. In August of 2022 all work was promised to be completed by the end of October 2022. There has been delay after delay and excuse after excuse as to why the work was not being done in a timely manner. My wife and I have been more than patient and courteous to the ****** staff and their sub-contractors during the many months this process has dragged on even though it has cost us considerable stress and frustration.At the end of December 2022 the siding work was completed. After inspecting the house I found many defects including inferior workmanship and I complained to ************, ******* salesman and Solutions Director.On 01/11/2023 ****** sent one individual to address the siding issues. I could not converse with the worker about the problems because he could not speak English. My wife sent a text to ************, the ****** salesman and coordinator for the project, stating the problem and received this reply, He knows exactly what needs to be done. Obviously he did not. I am very dissatisfied with the original siding work as well as the siding redo for the following reasons:1. Caulking that was not originally applied is now applied, sloppily, over the dirt that had accumulated on the window *****. To bring this up to a professional level, all caulking on the windows will have to be removed and reapplied.2. The window framing on the south elevation of the house remains out of square and dips significantly along the bottom.3. The **channel at the bottom of the back window still bows downward.4. The **frame on the north side windows that bowed downward now bows upward and is not straight and parallel to the window after the redo.5. The power line anchor is still not adequately secured to the house.6. Drip edges, recently installed, are still torn or mangled and need to be replaced.7. The back door is hung incorrectly.8. The soffits and vents were never cleaned as promised.9. There are many miter joints to the **channels that are done incorrectly.10. The soffit on the south side of the house is still not secured properly.11. An area of siding on the rear of the home is not securely attached to the house.12. I am still picking up nails, screws and bits of discarded siding from the yard.I was disappointed that no one from ****** or the siding sub-contractor came on site, called, sent a text message or email to ensure that the re-work had been done correctly. *******, the sub-contractor, did not come on site after the initial siding job was completed nor did he come on site after the rework was done.Only after I complained once again did ********************, the owner of ******, on 01/19/2023 came to my home to inspect the siding work. He agreed that the work was inferior and not to professional standards. He stated that his siding sub-contractor, *******, had done sub-par work on the last three jobs that ****** had sent him on. I dont understand. Why would you hire a siding contractor for a fourth time when his previous three jobs were flawed? ******************** further stated that he would not pay the siding sub-contractor the additional $6,000.00 that he owed him for the siding work. I am now concerned that at some point there may be a lien placed on my property by the siding contractor for non-payment.******************** accepted full responsibility for the poor workmanship. He said that he would correct the siding issues. On 01/23/2023 I received a text from ********************, ******* does not want to come back so Im having to twist arms with another contractor.The initial siding work was badly done and the rework made things even worse. With that in mind, I sent a text that I did not want ******************** to sub-contract. I requested he return to me the $6K of insurance money not being paid to the siding sub-contractor so I would be able to hire my own siding contractor to remedy the poor work.NO RESPONSE.Before any work had started I was led to believe by ******* salesman, *********************, that ******, the contractor, had their own work ********** after the work was in progress did I discover that the company was using sub-contract labor for everything.On the morning of 02/06/2023 I sent the following email to ********************, In my text message to you on January 23, I asked that you return the $6,000.00 that you withheld from ******* the siding sub-contractor due to poor workmanship. My plan was to use that money to repair the siding issues. As of this date I have received no response from you regarding this matter. You have put me in a very awkward situation ********************. Since you have not returned these insurance funds as of today, I am offering you the opportunity to address the siding issues and bring this siding job up to professional standards in a timely manner. I have gutters waiting to be installed as soon as the siding is completed.NO RESPONSE.On the morning of 02/07/2023 I sent a text, ******************** did you receive the email I sent yesterday a.m.? Please respond.NO RESPONSE.I need the above defects with the siding remedied ASAP so I can proceed with installing gutters. Currently I have water from recent rains pooling around the house from lack of gutters.In conclusion, if ******************** does not want to make whole this siding job or return the $6K withheld from the siding sub-contractor then I will need to hire a reputable siding company to remedy the situation. If this turns out to be the case, I request a written acknowledgment from ********************, the company owner, that he will cover all my out of pocket costs incurred in order to have this siding job brought up to a professional level. Insurance funds complaint.On issues regarding insurance money they, Mr. and ********************* owners of the company, are reluctant to address my concerns. When the materials for the roof were delivered, ************, the salesman, insisted that I pay ****** all money up front that I had received form the insurer in order for him to do the work. I had no choice, the materials were sitting on the ground.On 12/21/2022 I received a spread sheet from ***************************, the person handling insurance claims for the company, indicating that I had a credit in the amount of $12,447.68 for work not being done by her company. After the roofing was completed, ******************** the owner, came to my house. I showed him the spreadsheet and he acknowledged that I was owed that refund. He stated to both me and my wife as we sat at the dining room table, If I had my checkbook with me I would write you a check for the amount. This is a conversation that he now conveniently doesnt remember.I have asked ************, ******************** and *************************** on more one occasion for the return of that money but have had no response. My last text to *************************** in January 2023 was ignored. A portion of that credit includes temporary repairs made and broken windows and screens replaced. I paid for those out of pocket, before receiving any insurance checks. The remaining is for repairs Im doing myself.******* final estimate submitted to my insurance company on 10/21/22 page 10 shows a net claim of $53,328.24 for roofing and siding. That amount includes $8,888.22 for overhead and profit.On 01/12/2023 my insurance claims department received an invoice from ******, the contractor. Page 1 indicates a total of $76,203.64 for all work done. It further states that $13,801.89 of these funds are not insurance related. I paid out of pocket $ ******** for roof framing, radiant heat barrier and attic insulation that was not covered by insurance. The ** shingle upgrade in the amount of $1,300.00 was not paid out of pocket but taken from the insurance funds.Subtracting my out of pocket from the total of $76,203.64 leaves $66,275.62 for just roofing and siding. That amount goes far beyond what is reasonable or customary for roofing and siding of a ***** sq.ft. house and a roof only on a 576 sq.ft. garage even after adding in overhead and profit.In January of 2023 my insurance claims department asked for copies of receipts for materials and labor to substantiate McRoofs claim of $76,203.64. That request was not honored.I paid ****** up front a total of $66,254.82 in insurance money. Subtracting the net claim of $53,328.24 from the up front money leaves a balance of $12,926.58 refundable to me.In addition, if $6,000.00 of insurance money was indeed withheld from the siding sub-contractor it needs to be refunded as well. That money does not belong to ********************, the owner of the company. This credit would bring the total refund to $18,926.58.

  

  Business response

  02/13/2023

  Their are any number of discrepancies-  1.  the client clearly does not understand the contract they signed for insurance restoration services and the provisions in that contract that determine the amounts due under the contract.  The positions of the client have changed repeatedly during our relationship in terms of what work was to be included and what work was not to be included.  The client is correct in that at one point when i believed at face value that he had truly overpaid us by bout $12000 that we would reimburse him that amount.  Unfortunately, when I looked further into the situation it was determined he had not overpaid us and was not entitled to that refund.  Rather, he was entitled to a credit against the final reconciled balance on his insurance restoration contract and that credit was reconciled and his wife wrote us ANOTHER check.  The next day **** began insisting again he had overpaid and requesting that money back.  Bottom line is the claim has been properly reconciled, the insurance company has been provided the full scope of our work. I have agreed and offered to return with another sub to complete the work in a satisfactory manner.  That is when the client insisted he did not want us to return, that he never knew we subcontracted work and would not have hired us had he known that.  Our business is storm restoration and we sub work- that is the norm in our industry.  Where he came up with me holding $6000 for poor work by the sub I'm not sure- what i said is that i held back about that amount of money for work that was removed from the scope of work and credited to the client.  

   

  This account has been reconciled with the client on at least 2 different occasions- this is simply a matter of the client wanting money to which they are not entitled.  We are happy to hire another subcontractor to complete and repair the siding issues.

   

  I should also note the client has submitted 5 star reviews about our company 

  Customer response

  02/15/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  ******************** can proceed, at his cost, with repairing the siding issues to bring up to a professional level in a timely manner. Resolving errors and omission on siding work does not resolve my dispute regarding financial issues: $66,254.82, insurance claim money I paid up front to ****** exceeds the $53,328.24 receipts received by State Farm. (That amount includes $8,888.22 in overhead and profit.)  Causing an overpayment of $12,926.58, for work not being done by *************
  
  Never given a copy of contract.  Provisions and terms of the contract never explained. (My wife did not sign the contract.)  After I signed the contract because of their good standing with BBB, ************ gathered the papers, placed in his folder and left.  I repeatedly said needed and asked ************ for my original signed carbon copy of the contract that day and since then and still not provided.  ******************** is wanting money not entitled to beyond the $53,328.24, State Farm said they earned.
  
  ************ assured us that ALL work would be completed by the END of October 2022 and not even close.  Constant delays/excuses.  Received a notice of a pre-lien of $11,000 January 26, 2023 for materials I paid ****** for in September 2022.  Only recently unconditionally released.
  
  Under duress. My wife said that she texted then posted a positive review for only the roof work on ********.  She did this because ********************* kept insisting she do so first by text then ****** wanted online, too.  ****** tried to access ****** Reviews on my wife's computer to show her how to do it and was unable to.  My wife only put a positive review on ******'s ******** page to appease ********************* so he'd stop badgering her to do so.  My wife was concerned since I paid ****** all the insurance money up front that without the positive review ****** insisted on that their performance could get worse.
  
  Sincerely,
  
  *******************

  

  Business response

  02/16/2023

  i am unwilling to deal with this a "piece at a time"- we should resolve all perceived issues including the financial claims the customer has which are totally false.  my suggestion would be that we use either the bbb dispute resolution process or the alternative dispute resolution process spelled out in the contract he signed to make sure ALL ISSUES ARE UNDERSTOOD AND A METHOD FOR ACHEIVING TOTAL RESOLUTION OF ALL ISSUES IS AGREED TO BY ALL PARTIES.  it does me no good to resolve the siding issue and still end up with the client insisting i still owe him money that has already been credited to him in the account reconciliation.  The issue of the prelien notice now being brought up by the client was resolved in less than 48 hours of my being made aware of the issue and he has a rull, unconditional lien release from the vendor in question.  the fact this is now being brought up by the client is further reason i feel the need to insist that ALL ISSUES AND DISPUTES ARE RESOLVED RATHER THAN DEALING WITH THEM ONE AT A TIME.  Tell us why here...

  Customer response

  02/16/2023

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

  Please explain BBB Dispute Resolution Process.  We've been honest.  We
  believe there's been egregious exploitation of us as senior
  citizens/elder abuse.  Since ****** never provided a contract carbon
  copy, State Farm emailed a copy of contract February 16, 2023 (told us
  just for roof).  ****** misled us ****** had their own siding people. 
  Only after shoddy siding work did ***************************** NOT experienced with
  siding and ******* sub of ******.  Charged to repair 3 ceilings damaged
  during roofing.  Told wouldn't be.  White patches make bedrooms look
  like under construction.  (State Farm provided January 4, 2023: 
   $53,328.24 net claim for roof and siding.  Amount includes $8,888.22
  total overhead and profit.) Overcharged $12,926.58.  Plus $6,000 back to
  repair siding errors and omissions. Total: $18,926.58  ******************** DID
  say January 19, 2023, he withheld $6,000 from sub for siding. Return
  $6,000 so we can have siding errors and omissions corrected so can get
  gutters.  If he misspoke since now says did not, we can get a siding
  company estimate so ******************** can pay for siding errors and
  omissions.  *************************** texted January 23, 2023:  ******* did not
  want to return to repair errors and omissions.  Not our 1st choice for
  ***************************, ********************* or ******* to return nor to piecemeal either
  because ****** has caused much hardship, stress and duress to us. 
  Misrepresented all would be completed by end of October 2022.  It's
  February 16, 2023.  ******'s numbers don't reconcile with State Farm's. 
  Misrepresentation and deception needs to stop.  *************************** do the
  honorable thing.  Return $18,926.58 due back to us.  Please don't drag
  on further mistreating and inconveniencing us.  We believe the right
  thing is to refund the full $18,926.58 by certified check through
  registered mail within ten business days.
  
  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. ↩