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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife gave Icon Roofing USA a call on 06/26/24 to schedule a visit for them to come by and check out the condition of our roof, evaluate what may need to be done, and provide an estimate. The roof was installed in 2021, and we bought the house in 2023. We were already upset that the roof was leaking, especially because the previous roofer wouldn't honor the warranty, stating that warranties aren't transferrable when houses are sold. **** came by on 06/27/24, went on our roof, and told us that we needed to replace half of our asphalt shingle roof, redo the flashing, replace the membrane, reseal the asphalt part, and add a silicone sealant over the flat top of our roof.We asked what it would cost to provide an official inspection and report, as well as estimates for the things he had recommended. I then told him, out of a desire to be transparent, that we were also asking a few other companies to come out to evaluate our house. That's when he said, "It'll be $99.99 for this visit. It's like a deposit and can be used as a credit towards future use". I assumed that when my wife scheduled his visit that it was agreed upon, so I *****'d him the $99.99. After talking with my wife later that night, I found out that she was never informed of nor agreed to a $99.99 visit fee. When I confronted him, he said he charges all people that fee that use ****** to find him. Yet, clearly on his website it states that they provide free estimates. He never sent an estimate, never sent a contract, and despite multiple calls and texts, still never sent the money back.After we spoke to 8 roofing companies, hired a structural engineer and a roofing inspector, the consensus was that only the membrane needed to be extended.
Business response
07/03/2024
This customer complained for $100 I charged him for a visit and i spend half an hour in his roof on raining day.
i told him it will be $100 charge for visit.
when he ask for his money back (2 days after) by the way I offered him to send him back the money..
but he was rude so i decided not to send him back the $100 and its my right to do that.
please be advised that I paid $85 for his request to me to come out
****** charged me this lead.
i offer to client FREE ESTIMATE ! When its come from referral or from place that my advertisement its free , like ******** marketplace.
when client send me request from ****** ads im charging $100 for a visit. Sometimes ****** even charging me $150 per lead and still im charging only $100
this customer have an issues with money he trying to take from company service for super cheap price and if not so he write bad reviews.
please do not let him be rude and do that to companies.
thank you
Business response
07/08/2024
I just sent him the $100 back and he said its ok to cancel the complain/ delete itCustomer response
07/08/2024
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,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.