Complaints

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Southern Roofing replaced our roof in May of 2020. Before starting the project we asked ***** if we needed to have our Gutter Helmet removed and he advised us it was not necessary. This voided our warranty with Gutter Helmet. The roofing company nailed the guards to the decking. The guards cannot be adjusted. We are asking for this matter to be handled promptly.

  Customer response

  08/22/2024

  I also wanted to add that 5 guards were bent during the roofing job. ***** acknowledge the issues with the guards the same day the roof was installed. He sent the roofers back out on May 20, 2020. The guards were still dented and not repaired properly when the roofers left. ***** promised to address the issue on several occasions but stopped answering our calls. I have documents to support this claim. 

  

  Business response

  10/11/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the damage to your gutter guards during the roof removal process. Our goal is to always provide high quality service, and we regret that we fell short of your expectations on this occasion.

   

  We understand the damage has voided the warranty on your gutter guards and we take full responsibility for this. As part of our commitment to customer satisfaction we would like to offer you a new gutter guard system.

  We will be reaching out to you to inquire if you'd like to use the same company previously used and will get this project scheduled as soon a possible. 

   

  thank you for understanding. 

  feel free to contact me at *************

  ********* *******

   

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/2023 ****** from Southern Roofing and Renovations came to me and said I could get a new roof because the the repair authorized by my insurance co could not be done without replacing the whole roof. They took one shingle and put a temporary cover in its place. I heard nothing for several months and being winter I was in no hurry.I contacted them in early spring and they knew nothing about my problem. I was able to contact the district manager and explained my problem. They sent another crew out and they took another shingle and cover it temporarily and stated they would have it tested to find out if it was still in production.They came back in about a month with one bundle of shingles and said this is the same shingle. They proceeded to take pictures of the bunch and its measurements. Then they went up on the roof and removed another shingle and replace it with the new shingle and took pictures of everything. Even though the new shingle color in not like to old ones, they said would they tell the insurance company it would do more damage to the roof to replace only those shingles around the vents (the insurance company approved replacing the vents and surrounding singles only).On 7/1/24 the insurance company denied replace the whole roof. I called Southern Roofing and advised them of the denial. I heard nothing from them since. I called several numbers of Southern Roofing, I did get the number of **** here in ********** *************). On 7/30/24 I told to I believe it was **** to do something about my roof either show the insurance company that the color does not match or just replace the missing shingles. I have heard nothing since. I leave messages with no response. I have tried to contact corporate but no help.

  

  Business response

  10/11/2024

  General manager is in contact with homeowner and working with to resolve any issues, the shingle test performed is a lengthy process.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Southern Roofing and Renovation in the north little rock. On May 23, they damaged the beam of my master bedroom bathroom window during installation, and the quality of the installation was unsatisfactory. Southern Roofing and Renovation instructed me to find a window installation professional myself, so I consulted Ntegrity Windows.The window expert from Ntegrity Windows informed me that the beam was damaged and required repair. The beam supports the weight of the brick wall above the window, and not repairing it poses a safety hazard. However, since I have an installation contract with Southern Roofing and Renovation, they have delayed amending the contract, which has prevented me from signing a contract with Ntegrity Windows.From May 24 to June 19, Southern Roofing and Renovation neither amended the contract nor sent anyone to complete the installation or clean up the construction site. Due to the partially completed state of the window, there were numerous issues including energy loss from the air conditioning, water leakage from the window, and the master bedroom being unusable.Despite multiple requests, they only sent someone to complete the installation on June 19. During the installation process, they did not repair the damaged window beam but simply covered it with the trim. I am now very concerned about the safety of the window.I intend to seek compensation from their insurance company. On August 12, I emailed the company manager requesting their insurance information, but they have ignored my request. I hope the BBB can mediate this issue and ensure Southern Roofing and Renovation cooperates and that their insurance company addresses the repair of the window beam.Thank you for your assistance.

  

  Business response

  09/30/2024

  As a company, we went above and beyond for Ms. ***** All of the work from the original contract of $18,000 was completed to code to our knowledge, as well as additional work that was supplemented for to her insurance company, funds that she did not feel we deserved. Even so, we came to an agreement of an additional $3,469.21, which was much less than half of the money she received from her insurance for supplements we submitted. On the day we finally settled up she was fully satisfied with every aspect of the job, but we are more than happy to get back out and correct whatever issues she feels need to be addressed. Please let us know what the next steps are, if any. Thank you!!!

  Customer response

  10/01/2024

   
  Complaint: 22153753
  
  I am rejecting this response because: I need the company to take action soon and not just make promises.

  The letter to the Southern Roofing and Renovation LLC:

  Thank you for finally responding. First, I would like to ask if what I stated in my complaint is factual. If not, please correct me. If it is true, then when your subsidiary does such work, is this what you refer to as "going above and beyond"? What level of work would be considered your normal standard?

  Secondly, you indeed did not receive all the compensation from the insurance company because I did not entrust all the repair work to you. I hired other companies and also did some of the work myself. Additionally, you cut corners. For example, you have not yet replaced some of the siding that was damaged by hail. This portion of the payment has not been settled with you. Furthermore, you gave me $200 for cleaning my gutters. This was because you did not replace the drip edge according to code when you changed the roof. I discovered this and requested you to rectify it, but you delayed for six months before finally installing the drip edge. I could not install the gutter guard until you completed the drip edge, and by the time you installed it, the gutters were already very dirty. I had to spend an extra $200 to clean them. That's how it went.
  You promised you would get back out and correct the issues for me. I have made it very clear that I need you to provide the contact information for your insurance company so that I can give the correct information to your insurance company, ultimately achieving the goal of fixing the damaged window beam and eliminating the safety hazard. Please be aware that this window is located directly above the tub, which has strict safety requirements. I hope you can take action soon and not just make promises
  
  Sincerely,
  
  *** ****

  

  Business response

  10/01/2024

  Ms. ***** we cannot promise any work to be done or funds to be issued for work we don't deem necessary at this time. However, I'd like to help any way I can, especially if there are safety hazards due to our installation of your new window. That being said please provide an estimate for the necessary repairs from the window company you would like to work with, mentioned in your original message as "Ntegrity Windows". We ask also that you please be sure to include a written and signed statement from them going over, in detail, why these repairs are necessary. Looking forward to getting this resolved! Thank you. 

  Customer response

  10/01/2024

   
  Complaint: 22153753
  
  I am rejecting this response because: I need their insurance company to step in.

  Southern Roofing and Renovation LLC:

  Your company has insurance, which was one of the reasons I chose you. Now its time for your insurance company to take action. You replaced a window, but two different teams came and went without completing the work and left the site uncleaned, resulting in my inability to use the master bathroom for over two months. The last team barely completed the work, leaving a low-quality window that poses safety hazards, yet you referred to this as 'we went above and beyond.' Now, in the face of the safety issues with the window, you say, 'we cannot promise any work to be done or funds to be issued for work we don't deem necessary at this time.' I have truly lost confidence in you. Please formally notify your insurance company and provide me with your insurance company's contact information. Thank you.
  
  Sincerely,
  
  *** ****

  

  Business response

  11/19/2024

  Hui, 

  As stated in our previous response, we cannot at this time provide you with the requested information. For that, we would need a written and signed statement from the window company you have dealt with explaining what is wrong with said window and the installation of. 
  

  I hope we can get this misunderstanding resolved as soon as possible and thank you for your patience. 

  Customer response

  11/19/2024

   
  Complaint: 22153753
  
  I am rejecting this response because:

  False Advertising?
  When you were negotiating with me, you indicated that you had insurance, but when an issue occurred, you refused to provide the contact information of your insurance company to the customer. Was that just false advertising on your part?
  Who should judge?
  The window was installed by your company, and you damaged the window, creating a safety hazard. I have photos as evidence. Since it was your company that damaged the window, shouldnt it be your insurance adjuster who comes to the site to assess the damage?
  You lack credibility, and your actions have also affected my own credibility. You damaged my window, and at that time, you suggested that I hire a professional window installation company to fix it. This is why I had a window installation technician come to the site for an estimate. During the evaluation, the technician informed me that, in addition to the regular installation, the previously damaged area would need extra repairs at additional cost. However, because you continuously failed to formally amend the contract, I was unable to sign an agreement with the window installation company. This wasted their time and affected my credibility. They eventually stopped answering my calls.

  I truly hope this issue can be resolved as soon as possible. However, in order to protect my rights, I will patiently wait for your response. I believe the BBB will ensure justice in this matter.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/31/2023 received new roof. Roof is severly leaking due to poor wokrmanship. Contractor was sent out to fix the work 01/25. He supposedly fixed the flashing along the chimney where he thought it was leaking. Another contractor came out 01/29 to fix the **************. He stated the trusses, plywood, insullation, etc needs replaced and repaired by cutting through the siding. He also stated the roof needs sealed properly. He said he would tell the roofing company and they would get back to me. I received a call from the owner of the roofing company a few hours later. He was accusatory, hostile, and showed there is a pattern of negligence and poor workmanship. He used scare tactics to put me down while telling me this is not in result of his contractors nor did they say any such thing of making the repairs from their damage. He denied any respoinsbility. I don't know what to do. ******* is steal leaking, my trusses/support beams are severely damaged and moldy, and this company will not take responsibility or fix this.

  

  Business response

  02/13/2024

  I dont know which roof this is. I need the consumer to provide the name address and phone number for this complaint.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** came to my home and evaluated the flat roof between the house and garage. He confirmed that there was leakage but said he would be back the following Friday during an upcoming rainstorm to further evaluate the leakage. He did not return. My calls to the company for more than six weeks have not been returned. The receptionist gave me ****'s number but messages are not returned. An email was unanswered. Since they installed the roof, I would like for them to evaluate the necessary repair work to be done.

  

  Business response

  09/12/2023

  This roof was installed on 12/2/2019 and is out of our warranty period.  I understand since we installed the roof he would like for us to quote the repair.  Mr. **** is no longer with the company and I see no notes in the system that he came out after receiving a call.  I will get contact the ** of that location and have him reach out to ****************.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Harassment, Trespassing, and continual Soliciting. Over the last 12 months, multiple employees of Southern Roofing and Renovations, LLC, have continually come to my door, despite numerous and easily visible "NO TRESPASSING" and "NO SOLICITING" signs posted on my door and in my yard. The sales reps (and even their "project manager") continue to harass my family and attempt to bully us into using their services. They tell you that your insurance company will pay them to do repairs and renovations on your home, and "there is no out of pocket costs to you". After we heard their sales pitch we told them we were not interested. Now, at least twice a month, they send another salesperson to my door with the same old pitch and are trying to bully us into using their services. Most of the time the employees are large males who tower over my wife and despite her politely telling them we are not interested, asking them to leave and to stop coming onto our property, they refuse to comply. Even after pointing out the signs on our door and in our yard, they continue to harass us. They will not take no for an answer, and we are fed up with their tactics.

  

  Business response

  05/24/2022

  We have listed your neighborhood as a do not solicit registered neighborhood. I apologize for any inconvenience however you will not be called upon again.

*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. ↩