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REROOF Exteriors, Inc. has 1 locations, listed below.

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    ComplaintsforREROOF Exteriors, Inc.

    Roofing Contractors
    View Business profile
    View Business profileBBB accredited business

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Reroof's representative *******************, advertized on the NextDoor website roofing services. He visited my house on March 22nd, 2023. I needed to fix a 1 ft wide hole in my roof near the gutter on the west slope. I accepted their quote. In order to fit this repair before rain storms (in the coming three days) , they claimed,they were not able to sign a contract with me per Indiana state law.Their workers arrived on the 03/30/2023 and once they removed the first courses of shingles, and talked me into replacing the entire west slope for $4500, which I reluctantly agreed to it. They requested 75% upfront and 25% upon completion. I had a big problem giving some company money upfront, but they were adamat about it and wanted to call their workers down from my roof. I felt pressured, because they already removed half of the shingles from my roof and it would be impossible to wait for someone else several days to finish the job. I paid $1000 USD through Zelle and the rest in the form of ********** cashier's check.Before commencing this job, I emphasized that my roof rafter tails are rotted and they need to sister up new lumber members to maintain the structural integrity of the roof. They agreed and reassured it would be done.At the end of the day, I found the repair was done in sub-standard quality. The roof rafters were strangely sistered with inadequate short pieces of 2x4 boards only in a few areas. Out of twelve rafters, only three were sistered up, however, in a very inadequate way.I refused to pay the balance of $1125 and requested them to come the next day and fix it. They refused. I contacted the owner of the company ***************, send him the proof of the current inadequate fix, he didn't respond. Conversely, they filed ********'s lien on my house, demanding to pay the remaining balance.I called other roofing companies for an estimate to fix ater Reroof. I received quotes from $9500 ******, since it is harder to redo someone else's shoddy work.

      Business response

      10/11/2023

      Upon tear off we discovered wood that was rotten. This is additional work and cost to a job. When the homeowner was presented the cost to do so, they refused to pay for the additional cost of wood and labor. When a customer refuses, we are not required to do it. We are a business and if not paid for service, they do not receive the service. This complaint from the homeowner is a direct retaliation for Reroof putting a mechanics lien on his property. For others looking at this, please feel free to look at all reviews. There's a reason we have so many great review because he indeed do quality professional work, but we don't do it for free. 

      Customer response

      10/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      *Has the company addressed the issue of the dispute?    A:  No

      *If not, why?    A:  The need for additional lumber was communicated to Reroof from the very beginning of our communication (screenshot: Textconfirm2). Even if it was a new discovery, I had no reason to refuse something, what I have been asking from the very start (my text messages confirm that). No professional company would compromise their work to save $35 on a $4500 project, because customer refuses to pay.  I do not recall being approached by Reroof with the request for additional funds. Our agreem was all inclusive. 

      *Has the company met the agreement they outlined in their response?   A:  In their response, they provided only lies. No agreement offered.






      Regards,

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

      Business response

      11/27/2023

      Company states the consumer has chosen to resolve this matter in court.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      This company installed roofing, gutters. We were initially told they would install new windows screens but was later told they would not. The company requested the initial payment and I paid the initial payment. The company then invoiced me a second time requesting the final payment after all work except screens were completed. The company rep indicated via text that it was the final payment. I paid the company on 8/16/22 the final payment as indicated on the invoice and text and the check was cashed. The memo on check indicated paid in full. Over a month later the company informed me that their office had made a clerical error and that I owed them additional funds. I let the rep know that I needed to contact my insurance company when able. The rep tried to pressure me to contact my insurance company in an unreasonable timeframe and threatened to put a lien on my property. The company lacks in communication and efficiency but expect the customer to respond immediately upon their command. The company seems to have dishonest business practices.

      Business response

      11/27/2022

      The project manager stated in the beginning that ReRoof does not have a window screen trade, The project manager recommended 2 local window screen solutions. 
      The last check received from the customer was collected on 9/7/22 and cashed a short time later Once the company realized the mistake; the customer and the insurance company were emailed on 9/28/22. The project manager also texted you on 9/28/22 with no response from the customer on either attempt. You were also emailed on 10/28/22 asking for a response. The insurance company acknowledged and agreed to the additional funds and those funds were released on 10/08/22 as stated by the insurance company. You never responded or communicated to anyone at ReRoof on the three occasions. After 3 attempts to get this resolved with the additional funds in your position and after giving the customer additional time, the project manager reached out a 4th and final time to get this resolved on 11/02/22. Additional funds were agreed to with the insurance company thereafter on 10/08/22.  The contracted amount was for $14,609.09 plus supplements agreed to with the insurance company and ReRoof that was signed by the customer on 12/01/21 during that time the additional customer on the contract was also informed that this is a multiple payout process. The corrected final invoice was for $13,879.09 everything minus the window screen funds. You were given over 30 days to pay in full once you received payment from the insurance on 10/8/22. The contract clearly states you have 30 days before further action is taken. On day 31 you were mailed a notice of a mechanics lien on your property. ReRoof would still like to get this resolved and remove the lien immediately with a final payment. This customer did not make a complaint until additional payment was requested; this does not reflect our workmanship. We feel this customer is writing a bad review/complaint for customer not wanting to pay additional funds agreed upon with the insurance company and customer via contract. 

      Customer response

      11/28/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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

      Customer response

      11/29/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      [Provide details of why you are not satisfied with this resolution.]

      Please see screenshot of text from 11/2. I did respond to reroofs  text.  To my knowledge Reroof was paid in full when work was completed on 8/17/2022. On 11/2/22, once I was informed via text about the companys invoice error and that more money was owed I asked for time to contact my insurance company. He wanted me to call my insurance company the next day and then threatened to put a mechanics lien on my property. I was not able to call my insurance company the next day. The company then unlawfully put a mechanics lien on my property over the 60 day timeframe from date last work was completed.  According to Indianas law. The last day work was completed 8/17/22 over 2 months before lien was placed on property . Once I contacted my insurance company I was told the additional funds that reroof is trying to collect is for work that the company initially agreed to perform but did not perform. This is fraud and I want to prevent reroofs dishonest business practices, bullying and harassment from happening to potential future customers. 


      Regards,

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


      Business response

      12/06/2022

      Reroof on the contract did not state we would do certain items such as window screens and this was not invoiced to insurance. Project manager on text states that we do not do these type of trades/work.

      The last check collected was on 09/07/2022. On this day the project manager did a post production inspection of the work we completed to ensure install was correct and in good shape. This would be considered our last day of work done on the property for the post production inspection of the work, which meets ******* law and makes the mechanics lien enforceable.

      The project manager and I reached out to customer 09/28/2022 via text & email, 10/28/2022 via email, and the final attempt on 11/02/2022 before the 60 day right to put lien on (11/07/2022) to collect payment. Customer never responded until this 4th and final attempt to collect final payment due. This is why the sense of urgency was needed to collect because the customer did not take advantage to communicate with Reroof or their insurance company to have this resolved in a timely manner before these actions took place. Customer should have responded on 09/28 or shortly after to show good faith to have issues resolved but did not.  

      The customers insurance company via email agreed to pay the difference from the error made on initial invoice to make this correct. We have this email for proof, which was screenshot and sent on previous response on this complain to discredit customers false statement. USAA in email stated they agreed to our corrected invoice and sent customer remaining funds to pay ******************** on 10/08/2022. This email confirmations was sent on previous response to complaint and we will be happy to resend this proof of confirmation and payment by insurance to customer. If you need, please dont hesitate to ask and I will provide.

      If you look at the previous screenshots of conversations with customer, we were not harassing or bullying. We were simply asking for funds owed to us and bringing to the customers attention that if payment was not made we would be forced to put a mechanics lien on property. This is not a threat or bullying but is Reroof informing the customer of the next steps if payment was not collected. The customer was asked several times to get this resolved. Customer stated Ill call insurance when I have time. They had nearly 2 months prior to this to do so but did not. At this point with timeframe of lien coming soon, we could not wait any longer for them. They had 2 months to do this and chose not to.

      We strongly disagree with customers stance and statements and would like to have this resolved in good faith but to do so, the amount agreed and paid by insurance must be collected. Once payment is made in full we will remove the mechanics lien and end all other legal actions.

       

      Customer response

      12/07/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      [Provide details of why you are not satisfied with this resolution.]

      Attachments will come in a separate email. I would like to respond to Reroofs last reply from the week of 12/5. Last day of work was not completed  on 9/7 and footage from multiple cameras on the property can confirm that. Also on 7/8/2022, email was sent to USAA from Reroof that all work had been completed along with final invoice. Company unlawfully and unreasonably put lien on property and is now being dishonest on date  work was last  completed. Every effort was made to make sure Reroof was fully paid.   On 9/7 I had to proactively reach out to *********************** because he had not collected the check that I had left on my porch for him(Please see attached ) 8/25/22 I was going to mail it  on 8/25 but he gave me the option of leaving it on the porch ( there was no mention or need for an inspection). This further reflects reroofs dishonest business practices no work or inspection took place after August 17, 2022. If reroof was making an effort to contact me reroof and/or *********************** could have called me or contacted me via US mail.  I was not looking for emails or text from reroof because as previously mentioned it was my understanding that the company had been paid in full and there was no need for additional business dealings. In addition the final payment had already cleared my financial institution. On Wednesday 11/2 when *********************** informed me that there was an error I immediately responded, I let him know I needed time to call my insurance. ***********************************;threatened  that if I did not have this resolved by the next day that reroof would put a lien on my property( please see attached). This company has poor internal controls which results in numerous accounting errors. When reroof discovered their error they resorted to bullying and harassment to cover their mistake. When I couldnt research their error according to their unreasonable timeline they broke the law in an attempt to get what they wanted. No apologies, no understanding. Potential customers need to be aware. 

       



      Regards,

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


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