ComplaintsforDependable Roofing

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new roof and gutters put on. The gutters are wrong color and overflow. I purchased the ones that never clog or overflow, they do both. I have called the company they don’t answer and don’t call back. The owner stopped by one time stated he would correct the problems but has never contacted again.

  Business response

  10/03/2023

  Three years ago, we were contacted by ***** **** to replace his roof and install gutters & downspouts with gutter guard.  After the job was completed, ***** paid us and raved about his new roof and gutters/guard. In 2023 (3 years later) he stated that the gutters are the wrong color. He picked out the color from a gutter sample. We have a file/folder from 3 years ago that states what color he wanted. He picked out bronze gutters to match the shingles and the bronze drip edge on his roof. He never stated that he wanted brown gutters. As for the gutter guard there is no expressed guarantee that they guarantee anything other than the aluminum. In their literature they say, "the end to clogged gutters." "no more ladders to climb," "no more gutters to clean," "Shur Flo keeps your gutters free-flowing" (none of this is guaranteed).  The only warranty they offer is a 25-year warranty on the aluminum guard - nothing else. These are not the gutter guards that cost $10,000.00. These are $515.00 gutter guards. ***** paid less than $2,000.00 to install gutters and guard. After three years this should be a non-issue. We have gone to his home multiple times to try to satisfy him. Nothing has been ignored. ***** has received a picture of his file where it states what he picked out. We also sent him a picture of the Shur Flo literature. We will provide copies of the folder notes and the Shur Flo literature to the BBB.

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  it is not true. I have called him on numerous occasions without any response. I did not get any reply until I messaged the business several time. The color issue has been ongoing he told me they did not make brown any more. Then he passed off what he installed as brown. But the big issue is clogged gutters he told me as per his ShurFlo add that I would never clean gutters again. we discussed my heart condition and age he said no problem I would be protected from problems with over flowing and clogs. I’m trying to work with them but two no avail. Today he called and was loud, rude, angry and cussed at me. He was so bad my wife went outside. When I kept telling him about his language he told me get over it that’s the way he talks. He told me to tell you to expect it when you talk to him.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacted in March for free estimate for new roof, siding, gutters due to insurance claim. Never received any communication for over a month regarding picking colors, start date on work, etc. Hired new contractor who completed work before I got a call back. Now trying to charge me for the free estimate with a date 6/6/23, 3 months later. No contract signed for any work to be completed. Listed the wrong name on bill as well.

  Business response

  06/16/2023

  We were not contacted in March; it was April as you can see on the BBB lead. When we sent the invoice with the fiancés name on it, she replied back in an email saying, "This bill appears to be fraudulent as no one here is by that exact name and your company did nothing other than a free estimate." On April 3, 2023 we received a BBB lead from the fiancé, which is who we listed on the invoice (So you do know that name). That same name is listed on the Clark County auditor's site as an owner. The insurance paperwork that was sent to us in an email also listed the fiancés name. We have proof of contacting the consumer and we went to the house the day we got the BBB lead and came out again after the 3rd. There were two people there from our company assessing the damages on April 3rd. We removed a tree branch from their roof and temporarily covered the hole in the roof from the tree damage. We're not charging for a FREE estimate. We're charging for the service call and our serviceman getting on their roof to do a temporary repair. We cannot work for free and any other roofing company that would have come out that day would have charged them, too. The fiancés insurance company will pay for the service call if he submits it to the insurance company. We have been providing homeowners with service calls for over 25 years without ever having a dispute and never needing a signed contract. We were contacted by the fiancé; we didn't just show up forcing services. The time spent contacting the BBB could have been better spent conversating with the fiancé about the matter and may have resolved itself. Not sure why she stated, "that no one lives here by that name?" I will attach emails showing her name and the fiancés name.

  Customer response

  06/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  His name is not ****** ******. There is no s at the end. We have no signed contract for any work to be done. The contract we were given and did not sign is void after 30 days and even the prices on that are different than what we are being charged. Regardless, we did not sign anything agreeing to pay for any work. If we had been commicated with, it wouldn't be a problem. But we couldn't get in touch with anyone cause further damage to our house that we have to pay for due to the companies negligence. This cost us over 30000$ in additional repairs. No one was in contact with us for over a month until they wanted us to pay for something we didn't sign for. There's no agreement to pay for anything. I still have the original copy of the contract with no signature on our part. 
  
  Sincerely,
  
  ***** ****

  Business response

  07/06/2023

  Good morning,

  My name is **** from Dependable Roofing and my brother **** is the owner - we're a family company that has been around for almost 30 years. We do a lot of insurance work - I would say at least a million plus of our sales is from insurance work, so we're very well versed on how the process works. Anytime we get a call that someone has roof damage - We go to their house to see if they have claimable damage. If they need a temporary repair/dried in, then we take care of it and tell them that we will bill them and the insurance company when we replace the roof - because insurance companies cover that cost. Also, we don't invoice until all work is done. On *****'s paperwork it said $250.00 service call - the reason why we're charging $350.00 is because we had to come back out, because she had a leak somewhere else. I'm not sure what ***** is talking about when she said she had $30,000 in damages from us - I think she said that because she knows it would show up on our BBB. The reason I sent all the paperwork in my previous email is to prove to you that she is lying. When I sent an invoice to her email with ****** *****'s name on it, she lied and said no one lives here by that name. You will see in the paperwork that I sent that ****** is her fiance, his name is listed as an owner for her address, and his name is also listed on the insurance paperwork that she emailed to me - I shared that with you all, too. We didn't ignore her calls - I spoke with her through phone calls and through emails. Also, she never sent us the additional insurance paperwork (Scope of Repairs) that breaks down everything insurance wants us to do and what all they were paying for on her house. We have to have this paperwork in order to start work. We do this work everyday and I think some door knocker (another roofing company) knocked on her door because they seen the damages on her house and said they will cover her deductible (which is fraud) but roofing contractors do it all the time to steal jobs from companies like us who are reputable and don't commit insurance fraud.

  
  

  I'm asking that you please review everything and remove this from our BBB page! We work so hard to make people happy everyday. Everyone needs a roof (even the crazy people) and this is one that I wish we didn't get. I'm sure as you all know that roofing companies are known to get bad reviews, but I don't think we deserve this one. We have proved that ***** has lied several times in her complaint and lied about 30,000 in damages when we never touched her house other than a service guy temporarily drying in her roof after a tree hit her home. Ultimately, we believe that she is just trying to get out of paying her bill. Please let me know if you need any additional information.

   

  Please see email that we sent with additional documents.

*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. ↩