ComplaintsforAscent Roofing Solutions, LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 2nd payment totaling the full amount due was paid February 16th, but I continued to have issues, contacting the company until May. Seeking a partial refund of $10,000 to replace gutters, downspouts, and gutter guards which were badly damaged by Ascent during roof replacement, as well as lost wages, grief, stress, and the owner, ***** insulting me, talking down to me, and hanging up on me. Ascent visited my home a total of 7 times - on the first day, a worker fell through my roof into my child's bedroom, which also caused the loss of newer insulation and grief in the well-being of our animals (the damage was directly over the cage). I will need to have that drywall and paint redone in that room as well as in the garage, where the company created massive cracks; they sent someone unrelated to the company to "fix" these issues, but the man continuously showed up late, reeking of marijuana, and did not complete the job with satisfactory results. Ascent crushed my gutters, downspouts, and gutter guards, which were in perfect condition before Ascent came to my home. ***** did offer to replace the gutter guards, which were in no way similar to those I had, and do not block leaves or pine needles from entering the gutters, causing backups, overflowing, and clogged. After attempting to remedy the situation many times over months, I finally received a call from *****, during which he argued with me, lied to me, talked over me, and eventually hung up on me. I had my lawyer send him notice - ***** responded that I lied and that he was going to countersue, but I never heard from him again.

  

  Business response

  07/09/2024

  We have attached the letter that was sent to Ms. ******'s attorney. We have nothing futher to offer this customer. 

  We have made 99.9% of our customers happy and this owner adds new items to her complaint each time she sends them in. 

  May 28, 2024
  ******* ******* ***
  * **** ******** ******
  ******** **** *****
  
  Mr. *******,
  We are in receipt of your email on May 23, 2024, regarding ****** ****** and her home at *** **** ****** ******** **** *****.
  
  Ms. ****** signed the roof replacement contract with us on November 20, 2023, but did not pay her deposit until December 18, 2023. Per my conversation with her while taking her credit card payment, I told her that we do not pull the permits and schedule any work to be completed until the deposit was paid. A 50% deposit is required, per our contract. Ms. ****** requested that her roof be replaced prior to our office closing for the Christmas and New Years holiday. I pulled the permit and scheduled the job to be completed on December 20, 2023, just 2 short days after we received the deposit.
  
  On the day of the roof replacement, one person of the crew fell through the ceiling. While completing a full wood deck removal and replacement, the crew is only able to walk on the trusses of the home and accidents do happen. Without hesitation, we contacted our drywall company to come out and make the repairs to that area. This contractor also repaired some areas around can lights and drywall seams (as a favor to the homeowner, and not due to any negligence on our part.) We in no way were responsible for repairing this drywall, but we do as a company that holds our commitments to our customers and keep our standards high. Our contract specifically states that:
  
  ACCEPTANCE: …Company will also not be held liable for any damages occurring to the interior of the building as a result of normal construction.
  
  When the owner, ***** ********, and Project Manager, **** ******** met with Ms. ****** on February 2, 2024 at the home to discuss the issues, there was never a mention of the “unsatisfactory” drywall. ***** was never even brought into the home to inspect. During that meeting, ***** inspected all the areas of concern that were pointed out by Ms. ******. While the existing gutter helmets were 20 years old and had multiple places of dents and discoloration prior to our work onsite (we have the initial inspection photos) ***** offered to remove all the gutter helmets and install Bulldog gutter guards and replace 3 downspouts at no charge to the homeowner. This was offered by our company as a courtesy and not because we were required to. We also offered her a 4 Star warranty Ascent Roofing Solutions | *** ******* *** *** ** ***** ******* ** ***** * ************ * ******************* through CertainTeed that would offer 50-year warranty through the manufacturer including tear-off and disposal should any issues occur with her roof down the road, she will be covered. Again, this was at our cost, not hers. We had the crew come back on February 11, 2024 to address the raised shingle issue.No further work is needed.
  
  As for her latest complaint with the water coming in between the gutters and the wood fascia, we did not replace the gutters and therefore any prior issues are not our responsibility. We would suggest that she have her gutters and downspouts cleaned out and add any rain water diverters as deemed necessary. Our company has incurred over $3,000 in additional costs to help Ms. ****** and she is still dissatisfied. At this point there is nothing further that we can do to appease the
  homeowner. She has been dissatisfied every step of the way. We have completed the work as per the contract and will not be doing anything else for this homeowner. There is a reason that we have a 4.9 on Google and A+ with BBB, we take care of our customers and are no some fly by night company.
  

  The photos you included with this letter are previous photos and are no longer valid as we replaced those gutter helmets with gutter guards. We have attached our photos showing that to be true. We are considering this issue now closed and shouldn’t require any further communication.
  
  Respectfully,
  ****** ****
  ** ** **********
  Ascent Roofing Solutions. 

  
  

  Customer response

  07/17/2024

  
  
  ***** neglects to mention the fact that I was in contact with **** for the entirety of the process until ***** insisted I was lying and came to see the house himself. **** stated my gutters and gutter guards were in perfect shape before Ascent came to my home, otherwise there would have been no need for guard replacement. The replacement guards do not block debris from entering the gutters, which is part of the cause of overflow behind the gutters. The other reason is due to the works repeatedly bending and rebending the gutters themselves. As far as the can light goes, it was knocked down during the roof install, and is directly outside the garage door, where the ceiling was "repaired" after install.
  
  As to the time the roof install was scheduled, I had to save over $10,000 out of pocket for this replacement. Unlike *****, who brags and boasts to customers about his extravagant vacations, I am a single mother who works full-time without any outside financial support.
  
  ***** ignored my attorney's letter, and instead claimed I was lying and that he planned to countersue. For what, I'm not sure.
  
  Regards,
  
  ****** ******

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called five times in the last month or so, they do not answer the phone during there so called open hours. I had one return phone call in which they asked me questions such as name address phone number city, which is all the info I left on there voice mail. When the roof was install there were several areas that the shingles did not lay flat, the roofer said they would when the temps got hot,they have not, The are several areas we the drip edge is to high so its pushing the shingles up it would be nice if they would just return my phone calls.

  

  Business response

  07/22/2024

  
  On Mon, Jul 22, 2024 at 9:04 AM Office Manager <office@ascentroofs.com> wrote:
  Kathy - we did respond within the time frame. 
  
  Best Regards,
  
  Bergin Mace 
  VP of Operations
  Ascent Roofing Solutions
  401 Venture Dr, Ste B
  Lewis Center, OH 43035
  Office - (614) 280-1043
  www.AscentRoofs.com

  

  Business response

  07/22/2024

  I just responded through the portal. We were already out on April 26th in the afternoon to make the repairs. The issue has been resolved. 
  
  Best Regards,
  
  ****** **** 
  

  Customer response

  08/01/2024

  8.1.2024, BBB received a phone call from consumer stating his complaint can be closed at this time.

*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. ↩