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Complaint Details
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Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April 2023, I employed Stellar Roofing to install a totally new roof on my home. I spoke to the sales rep and the Supervisor on the job explaining that I had a gutter filtering system on the house, installed by ****** ***, that could not be compromised in any way or my lifetime warranty would be voided. I was reassured, a few times, that Stellar had experience with these sort of gutter systems and they would not void the warranty. After the roof installation was completed, I had ****** *** come out to do a complimentary check and cleaning, if needed. It was at this time, August 2023, that I was notified that the guards were in fact removed, replaced and nailed to the roof making them unable to be accessed for cleaning. I was also informed that my lifetime warranty was now null and void because of Stellar roofing. Phone calls were made asking for restitution and to date nothing has been done by Stellar to fix the problem caused by them.
Business response
10/17/2024
Dear ******,
During our initial visit we did notify you that these gutters would need to be taken off or reinstalled during the roof installation. We recommended that you reach out to the original installers to ask for a removal and reinstall price. You then told our project manger that they wanted a crazy amount of money to do that. You then asked if we could reinstall them during the roof installation. We did this for free as a courtesy to you, on approximately 31 linear feet of gutter guard. We were also never made aware of your warranty with this other gutter company. We were focused on completing the contracted work you had with Stellar Roofing. Your roof had 4 layers of roofing and the gutter guards were actually attached to your shingles. Certain portions of your roof installation, we did not have to remove the gutter guards because it was not necessary to do so. The area that we did remove was approximately 31 feet long, in which we offered you a complimentary free gutter guard and gutter solution warrantied by Stellar Roofing. We then sent an email to the gutter guard showing photos of the entire installation and how we did not have to remove the gutter guards during the installation. They never responded to our communication to them. We then notified you about this and still continued to offer a free product/service for the 31' of gutter that was affected. This area had a layer of cedar shake and 3 layers of asphalt. There was absolutely no way for Stellar Roofing to complete our scope of work without removing the gutter guards. Our offer for a free gutter and guard for that area still stands. We hope this resolves the problems you had with your project. Please feel free to email us for any further assistance at *********************** or call us at ###-###-#### OR ###-###-#### OR ###-###-####.
Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a roofing/installation business and ice/snow removal as well. They removed the snow and ice without providing me a receipt for the work done- same with when they did the installation above the ceiling. Also, their pitching point was that I should have them add 12 inches of installation to meet requirements. Additionally, the cost was excessive- I paid 10,200 for installation and then after I notified them that they didn't do the work they subtracted 1,740 after I identified that they did not perform the work, and they only paid the contractor 2,000. I also paid 1000 for icicle removal. Refused to provide previously agreed upon forms and action to obtain credit from federal and state agencies. There was also a delay in removing the icicles prior to agreement for installation, and they did not come back to verify that there was no damage after removing the icicles. Am concerned that the ice and snow were piled into piles instead of spread across the whole area- icicles were 2ft by 7ft and the piles were 5ft high. During this problem period, I was told the owner would be in contact with me and he never contacted me at all. Someone at the public library assisted me with submitting this claim. I will attempt to send additional information at a later date once the BBB contacts me.Business response
06/29/2024
None of the claims this customer made are true. We actually just reached out to the customer to help rectify this claim in any way and he hung up on us and swore at us. We provide receipts to all customer through an invoice. An invoice was emailed to this customer several times. If he hasn’t received it please reach out to our office. The cost that we pay our labor has nothing to do with the cost of our product we delivered to our customer. In fact the market average for 12 inches of blown fiber glass insullation is almost double what we charged this customer. If he had a different contractor it would have been much more. Also the material costs aren’t factored into the labor rate, marketing costs, accounting costs and insurance costs. we have reached out to this customer and had no success in doing so. We believe that our previous disgruntled contractor reached out to this customer and is having him leave these complaints. Our office is ###-###-#### or ###-###-#### and our email is into@stellarroofing.com. Please call for any further help.Customer response
08/20/2024
Consumer called asking for a breakdown of all services provided.Business response
08/20/2024
Business has sent breakdown per consumer request.Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Oct.31 2023 we had a salesman from Stella Roofing give us a quote on our roof. We paid $1500 down and the work was to begin contingent on us getting bank financing for the project. At one point the sales man said he would help get us financed for the roof. After several different attempts at financing that were denied, the salesman again came to our home " to go over financials" to help us find a loan for our roof. At that point the cost of the roof was "adjusted" by the salesman due to a mistake in the calculations resulting in a lower price. We were denied financing again. The next day the salesman texted me and said "I have good news I got you a loan" So we went through another application process only to be declined again. I then contacted the salesman to request our deposit back. This was 1/23/24. I was told the office would send back the money. After a week of waiting for the deposit, I reached out to salesman via text asking the status our our refund. His reply was "I have no idea" I called the office and the staff that answered told me they have to contact the salesman for more details.This was 1/29 Then the salesman contanted me to say I needed to be patient and the manager will resolve this. I was also told someone named Charlie had to talk it over with the office staff. My husband had a telephone conversation with Charlie on 1/31. Charlie told my husband he would be back in touch with him by Friday. 2/1. He did not say he would refund our money.He also told us he heard from the salesman that we were going to have the roof done by an Amish company. Our situation is simply this, We can not get financing for the roof. We put down $1500. We need that money back. We could pay off some credit card debt, and help make our credit score better so we can afford to get a roof.Business response
02/20/2024
Called business and Dan stated that they rectified this complaint before it was submitted. They sent the consumer a check and did not know she never received it, until she called and told them and they resent another check 2 weeks ago.Initial Complaint
01/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Improperly installed ridge vent on my home as per manufacters instructions.They only cut the ridge opening only on ONE side of ridge! they were suposed to cut opening on both sides of ridge. They cut my attic ventilation in half and risk having my roof warranty voided if an issue occurs. When Issac (salesman) came to my home and explained eveything he stated they cut both sides of ridge went instaling the ridge cap. There is a ref # after my name *************** if that helps.Customer response
01/26/2024
Hi..I called you today and left a message regarding this issue..Stellar Roofing came to my home and repaired the areas in question. I will try and call you tomorrow about it..Thank You
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Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.