ComplaintsforStr8 Up Roofing & Construction

• Initial Complaint

  07/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In the beginning everything was good the crew however they had do my roof making the company bad but on top of that I got the wrong vents that are not letting heat out of my attic mind you I have lived in my house 14 years havent had any problems cooling my home.And ask to remove gutters because I have too mane trees and cant keep them cleaned they tore them off with a cribar and damaged the edging of my home out I have been calling for 3 months now to resolve this in a respectful manner been told several times Id get a call back only once I got one then kept calling to see what was going to be done and they wont fix the edging because they said it had prior damage but still they shouldnt pry it off and cause more damage which they should fix and the vents in the attic I was promised and signed papers on solar vents they wont fix the edging but the receptionists told me what they would do one solar vent is all they offered to replace that was two weeks ago dont get me wrong the roof is great but fixing mistakes the wont do all about quantity and not quality still waiting and I call every week they are making the reps look bad

  

  Business response

  07/19/2024

  Following the complaint filed on July 4, 2024, regarding the property at *********************************** STR8 UP Roofing has thoroughly reviewed all related documentation and communicated with the client, Mr. ********************** on multiple occasions. We acknowledge that an error occurred with the installation of the ventilation system, and we have since rectified this by installing the solar-powered Attic Breeze vent as initially promised.
  Regarding Mr. ****** statement that I have lived in my house for 14 years and havent had any problems cooling my home, we believe this claim to be inaccurate. The ventilation system initially installed is the same as what he has had for the past 14 years. Despite the mistake of not installing the upgraded vent initially, we informed ************** on June 27, 2024, of our resolution to install the promised vent. As of July 9, 2024, the solar vent has been installed. Concerning the aluminum fascia, or edging, the photographs provided by the client indicate deterioration due to age. There is no evidence suggesting that the damage could have been prevented. The client requested the removal of gutters that were nailed through the fascia, and the only method to fulfill this request was to pull them off. There was no agreement to repair the fascia, and ************** did not indicate that such an agreement existed.
  STR8 UP Roofing has adhered to all agreements made with **************. It is perplexing that we are being accused of causing damage to the fascia when it was simply a matter of fulfilling the client's request. Furthermore, ************** currently has an outstanding balance, which he refuses to pay, leaving us with unresolved expenses despite our efforts to address his concerns. We respectfully request that, in light of our commitment to resolving the issues and the actions we have taken to honor our agreement with the client, this complaint be dismissed.
  Thank you for your consideration
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your salesman rang the doorbell twice, banged loudly on the screen door, and didnt relent. He peered inside the living room, rang the doorbell again, banged on the screen again, then tried to pull the locked screen door open; this is all on camera and occurred well after sunset.Months, and years ago, Str8Up replies to events like this by stating, This behavior is not reflective of our standards and we will do our very best to insure (ensure) this does not continue to happen yet here we are. This experience is absolutely commiserate with other solicitation experiences in your reviews.Absolutely unacceptable behavior. If this is how Str8Up treats potential clients Id hate to experience how they actually conduct operations.Get your house in order.

  

  Business response

  04/29/2024

  We apologize for any inconvenience this may have caused. We train our sales people very strictly with solicitation. Thank you for letting us know we will address this issue with our current sales team in our next meeting. 

   

  ************************;

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 9th, our house sustained hail damage. I contacted Str8Up ********************************************* to replace the roof and the siding. On Friday, August 4th at 8am, our insurance company and ***** came to inspect the damage. On 7/17/2023, we signed a contract to replace roof and siding. In August 2023, we paid Str8Up $16,712 for the roof and siding and the roof was completed on 9/8/2023. However, the siding is still not complete. I have called them every week since then. At first they stated they could not get the aluminum siding that we have on our house because they do not make that any more. So, we chose a wood siding that would be comparable to what we have. So they said they ordered it. It never came in. They told me it was the manufacturer have problems getting the product in because of the high demand. This went on for several weeks. On 9/11/23, we requested a picture of the siding. ***** text back and stated We won't have the product until it arrives from the factory." 9/28/23, I asked ******* Dowel how the siding was coming and he texted back " Working on getting a date" 10/4, **** told me to call the office and ask for *******, She does the scheduling for the siding. I did, put on hold. No one took the call. 10/4/23, I text ***** and told him I called the office and was pit on internal hold then it went to voice mail. Could he please check on it for me? He texted me back and stated he had no way of looking it up, but would call **** (the siding contractor). ***** text back and told me to call and speak to *******. I did and again was put on eternal hold. ***** sent me a screen shot of the conversation, Note: " ************************* when is the siding supposed to be in for this job." Note "Called IC, docs. recvd and under review by ***. rep said that adj. has noted to have these done early next week - *******..." on 10/6/2023, I asked if the siding would be on next week. He stated "Skylar the owner will have the answer Monday" 10/9, I asked ***** if he had spoken to ******. He said no, he was not in the office. I have called the office and Texted ***** every time since then and I can no on to call me back or get my siding on.

  

  Business response

  01/05/2024

  Thank you for being so patient with us, unfortunately this specific type of siding is hard to locate, but we are trying our best to get this handled as soon as possible. We apologize for the inconvenience. Please allow me to discuss with the owner to get this resolved as soon as I can. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing company continues to send sales reps after being asked multiple times Im not interested in a roof. In the last three weeks Im getting calls, text messages and they have sent 4 separate sales reps to my house as late as 8 pm Ive sent messages and told them to stop. Im now receiving text from ******* telling me he is doing what he is told and this is how they make money. I am At a loss to know how to get them to stop. Its become harassment and I want it to stop.

  

  Business response

  08/26/2023

  This has been taken care of. ***** has been responded via Instagram and confirmed that it was non intentional and sales reps have been advised to no longer follow up on replacing a roof that we spent time, energy and effort to get client approved for a full roof replacement by insurance. He had no issue until we tried scheduling the replacement and funds were released by insurance. Again, reps have been advised, ***** should not get anymore calls. 

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told to sign a what they called scope of service will explaining what the details were. Not my main concern my main concern was the agreement we had to repair the necessary defects we had on our home which we were later told to cover some of the cost of the repairs instead of actually repairing those we can just used the payment for those repair to cover the main repair which is the roof. We then did not agree with that because not only is that not in our interest it also deceives our insurance company and we were afraid of anything thing that happen to the structures that was paid to repair actual need repairs. We declined their service they then told us we sign a contract agree to service and we would have pay a percentage if we did not.

  

  Business response

  07/20/2023

  Good evening
  I apologize for any confusion that may have happened during your experience. We are very strict with our services and will only allow what insurance allows us to perform unless there are codes that need to be met and if there are codes that need to be met, we communicate directly with insurance to notify them. A agreement scope of Service was signed for repairs along with a binded contract for services. We allowed you to cancel services without penalty even though we incurred fees when you broke our agreement. Unfortunately, I don’t think there is anything else we can do to help you as you have broken contract with us. 
  Thank you, 
  ******* **** 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  22 Nov 22 Str8 Up met w/me about roof repair & inspected my roof. Str8 Up pushed me to file an online claim w/my insurance company. Str8 Up recorded the claim number & started sending texts to someone. I was coerced to sign a one page agreement to use Str8 Up to fix my roof contingent on an insurance inspection; sales rep only had 1 copy of the agreement but promised to "shoot" me a copy later that day. NOTE: The 72-hour cancellation policy (page 2-their contract) was NEVER shown/discussed w/me. Sales rep DID NOT "shoot" me a copy that day. 12 Dec 22 insurance rep inspected roof w/Str8 Up present. I emphasized structural work was required in my attic before any roof work could begin. Insurance agent said I had up to 2-years to complete work. 26 Dec 22 estimate was received. 10 Jan 23 Str8 Up was ready to start work, disregarding what I said about attic construction work. Str8 Up reminded me of the contract I'd signed. I responded "what contract? - to date I had received NO paperwork from Str8 Up!" Str8 Up then shot" me a copy of a two-page document. Realizing my frustration and that I had no intention of replacing my roof then, Str8 Up said my job would be moved from production to "on hold." Since then, *** learned thru research that strong-armed tactics & fraudulent business practices are common in this company, especially when naive & elderly people are involved. I also learned sales reps are taught not to mention the 72-hour cancellation notice when dealing w/customers. I've sought legal advice who notified Str8 Up that no enforceable contract exists for my roof repair. Predictably, Str8 Up is billing $11,060.41 they feel they are owed based on Item 12 (Page 2) of "their" contract. I do not want to interface with a company that engages in deceptive practices. I did reach out to the company to try and work this out. No response. Now the company has moved out to put a lean on my property. Virus-free.www.avast.com Sent from my iPhone

  

  Business response

  05/18/2023

  Hello ******

  I am sorry you feel that the company was not fair to you. You have left voicemails that we still have recording of cursing our representatives and we are a company who respect our customers but also want respect from our customers. With the level of confrontation that has been shown repeatedly I believe any accusations of "coercion" or being "forced" are completely false considering the verbal attack towards our representatives. As far as not having a copy sent back the same day, we never received a request to receive the documents until one month ago and I do apologize if there were any misunderstandings, but understand that the representative and office numbers are always available at all times.  The attic construction work was never disregarded. It was actually addressed and ******, the owner verbally agreed to repair what was damaged while doing the roof at no additional cost. There is zero evidence or proof of our company using "deceptive" business practices or training reps to not mention the right to recission.  We have been trying to communicate with *************** for 6 months, all while being disrespected, verbally. ******, reached out after **** was received to try to get the cost reduced. This is the only time we have been able to communicate and have not resolved anything. Please contact our office to pay past due amount and speak with our billing department. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Following the tornado that hit ***************** on 2/26 Str8 Up Roofing sent out aggressive salesmen to my neighborhood. My house was destroyed in the tornado and my neighbor across the street was greatly affected as well. She is an 86 year old widow who was overwhelmed by the disaster and the constant barrage of contractors was causing her a great deal of anxiety. As a result, she asked me to deal with talking to the door to door salesmen who came to her house since it was just too much for her to handle.My encounter with Str8 Up Roofing began when I came over to check on her and found one of their salesmen had talked his way into her home. Though she already had a sign in her yard indicating she had a contractor, and a "no soliciting" sign on her door, the salesmen insisted he needed to take a look at the damages. When I asked what he was doing he said he was just looking around and so I said "great, my friend here is taken care of already so you can leave." The salesman was very confrontational and though I was speaking on behalf of the homeowner as requested, he tried to intimidate me into letting him stay. I was able to get him to leave peacefully but then he waited outside and confronted me again proceeding to tell me to "shut the **** up" as I explained the situation to him. He then called his supervisors and he and two other men walked up onto my property and resumed harassing me. When I told them how their guy had spoken to me they shrugged, and accused me of grabbing him by the arm and throwing him out of the house (which never happened). By the end of the conversation both supervisors had told me "you're a **** joke" and "I don't give a ****."Over the next 3 days they vindictively sent more salesmen to me and my neighbor, harassing us and telling her "you have 72 hours to terminate a contract so we can still sell to you." Very unprofessional behavior, approved by their supervisors, that borders on elder abuse. Not what I would all an A+ business practice.

  

  Business response

  04/12/2023

  Hello 

  I apologize for the bad experience that you encountered with our sales associate. We have reached out to the homeowner, your neighbor and have settled the situation. I will take this to our owner and make sure that our sales associates are able to handle situations in a different matter. We do have contracts that have to be terminated withing 72 hours with a written notice and that is in the contract itself. However, we speak with our supervisor and handle the situation. Again, I apologize for the bad experience and appreciate you reaching out as customer experience is extremely important to us. 

  Thank you,

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

  Office manager 

  **********

   

  Customer response

  04/12/2023

   
  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. I expect that Str8 Up Roofing will no longer encourage their salesmen to aggressively sell to residents who are under contract with another business, and have made it clear they would like to be left alone.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home was hit by a tornado on 2/26 and I hired Str8 Up Roofing as they were walking all throughout my neighborhood that received tremendous damage. The communication seemed fairly good in the beginning, however we thought that there was structural damage to my home and it has been confirmed by pictures from the company and also ********** I'm currently waiting on a structural engineer to investigate further, however I asked ****** as well as ****** to remove the shingles from my roof on Wed as insurance told me they need to be removed from the peak where significant damage is. ****** and ****** both told me it would be taken care of and they're still sitting on my roof. Additionally, I asked for a quote on the cost to replace my roof so I would have an idea and I have been unable to receive a broken down invoice showing what they will actually charge me for.

  

  Business response

  03/23/2023

  Hello,

  We have completed Garage door, siding, paint, power was the home, and Emergency storm repair initially. The customer is going around telling neighborhood and ******** bad things about our company after the above listed work was completed stating "Can you spell STR8 UP without Crooks" Requested to remove shingles from roof, they were removed 3 days later and Homeowner was fired due to slandering. Homeowner now refuses to pay the completed work as we have billed for completed work, removed shingles from roof. This will now become a court matter as she refuses to pay for the completed agreed work. 

  Customer response

  03/24/2023

   
  Complaint: ********
  
  I am rejecting this response because it is inaccurate. I will be happy to discuss this in detail at a later date, however my attorney is now involved and has advised that I do not discuss the details at this time.

  
  
  Sincerely,
  
  *********************************

  

  Business response

  03/24/2023

  Thank you for voicing your concerns, unfortunately we've made various attempts to contact you & we have not been able to reach you to address your concerns. If you could please reach out to the office to elaborate a little more on your situation, for us to be able to resolve this issue. 

  The office is open M-F from 9am to 5pm.

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 22, 2022, ******* from Str8 Up came to our home soliciting roof repair work. My husband signed an agreement allowing them to file an insurance claim on our behalf, but only after ******* assured him that Str8 Up would absorb the cost of our deductible. Three weeks later, on Dec 15, ******* returned with ****** to take more roof photos, this time ****** said Str8 Up would not absorb the cost of the deductible. This was not what was agreed upon on Nov 22, so we terminated the agreement, and both ******* and ****** agreed. Four days later, on Dec 19, despite fully knowing we no longer have an agreement with them, Str8 Up ordered roofing materials anyway and delivered to our house on Dec 20. Four pallets of materials were placed on our driveway blocking our garage without our consent or knowledge. Despite numerous phone calls and emails, Str8 Up refuses to remove the materials unless (1) we allow them to replace our roof, or (2) pay them 20% of the amount approved by our insurance. When asked if they always deliver materials without homeowner consent, ****** said they only do this to people who back out of the contract. We feel the agreement was based on misrepresentation and fraud, and therefore it was not legally binding. Even if there was an agreement, it was mutually terminated on Dec 15. Since then we have learned that ******** passed a new law on Nov 1, 2022, House Bill ****, prohibiting roofing contractors from doing this exact thing ******* came to our house on Nov 22. They misled us and lied to us. We have contacted the delivery company, SRS, asking them to pick up the materials, they said they cannot do that unless instructed to do so by Str8 Up. For Str8 Up to intentionally order roofing materials after we specifically told them we no longer want them to do our roof work, and then demand that we pay for it, is not fair. I dont believe we should have to acquiesce to their bullying tactics and they should not be allowed to do this to any homeowners.

  

  Business response

  02/10/2023

  *******************, 

  I am not quite sure how all of this confusion has come about. Our contracts we hand out are very simple and each of our reps thoroughly cover them. Please refer to the copy left with you to see how this works. I have not given you a call back due to the fact that anytime I have spoken with you verbally it turned into being shouted over and the conversation had no resolution. We can communicate through email to reach a final decision. 

   Based on our contract and ******** State Law, all homeowners are given a 72 hour right to recess. Since you all are well beyond that, there are two options. We can either install the roof, or we can remove the materials after collecting 20% of the amount authorized by insurance to reimburse for our time. This is stated on your contract. I encourage you not to "donate" the materials we have purchased as you will be responsible to pay for them. 

  we have been in contact with you regarding this matter and also have been in contact with your lawyer but they have been unresponsive. We would be happy to come to a conclusion as soon as we can communicate with you all. 

  Thank you.

  Customer response

  02/16/2023

   
  Complaint:********.

  I am rejecting this response because:
  This debacle came about because STR8UP went back on their word and changed the terms of the roof replacement agreement. They assured us they would handle the insurance claim and replace our roof, and we would not incur any out-of-pocket expenses. But later, STR8UP said we would have to pay about $5200. We disagreed because it wasn't what was agreed to and no longer wanted them to do our roof, and they agreed to that. Yet, few days later they ordered roofing materials and had them delivered and placed on our driveway, without our consent, blocking our garage, and refused to have it removed unless we pay them 20% of the insurance claim, later changed to 10% ($2200). When asked if they do this aggressive strong-arm tactic to everyone, they replied only to those who back out of the agreement. We told them we did not breach any agreement, they did, by changing the terms of the agreement, and thus we have this dispute. We even offered them $500 to remove the materials, not because we believe we were in the wrong, but because we simply wanted the materials off our driveway so we can use our driveway and garage again, but they refused. Very unprofessional and unethical roofing company!
  We did ask someone to mediate and to try and amicably resolve the matter; for STR8UP to remove the roofing materials and in return we would honor the $500 offer we had extended previously and withdraw our complaint with the BBB, the ************************* and the **** but STR8UP repeatedly cut off the mediators and refused to engage in meaningful negotiation, so they left. STR8UP was told to reach out when they are ready to have a meaningful dialogue and discuss this rationally but they have not reached out. If anyone breached this agreement, it is STR8UP for changing the terms, not us, and we believe STR8UP owes us damages for denying us use of our driveway. DO NOT USE STR8UP ROOFING! DO NOT USE STR8UP! 

  

  Business response

  02/23/2023

  This issue has been settled with client. No furhter action is needed. Client has agreed to pay $1100 and settle account. We will be removing material once client has paid her full amount due. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired ******************** to repair our roof on April 30th 2021. Company replaced the roof and flashing, submitted all claims to our insurance.Our roof was noted to have a leak on December 2nd 2022. Contacted STR8 up Dec 2nd 2022 and they sent out a subcontractor who did not speak great English. He told us he would have to put flashing over our decorative rock to fix the leak. I told the contractor that was not acceptable and to go speak with STR8 up about other options. I came home from work on December 13th and the roof had been repaired and my decorative rock had been filled down and a patch of flashing placed on the face of my home.On December 14th I called str8 up and asked to have a manager meet me at my home due to work being performed that I did not approve and I was not happy with. ****** met me at 3pm that afternoon, he agreed the work was sub-par and need to be done properly, he stated they would remove the rock, replace the flashing and properly fix the roof/rock. He asked me to get with my builder to find out where the rock is from. Dec 15 I sent ****** the rock company info. I never heard back from him.On January 5th I contacted ****** and he stated the owner wanted to speak to me.On January 6th I called to speak to the owner, he refused to talk to me, and had the secretary state he would not be doing any other work or fixing their error. I have uploaded a pic of what the rock looked like before the repair and after. You can see they defaced the front of my home!

  

  Business response

  01/13/2023

  Hi *****

  I am sorry that you are disappointed. After reviewing your file I see that we replaced your roof, then you reached out to our office to notify us there was a leak, after we evaluated the leak, you were notified of the issue. The issue for the leak was the flashing behind the rock of which I as placed by your builder. At that time we recommended installing counter flashing over the rock to resolve the leak issue, you agreed to this and the leak was resolved. Unfortunately, after the leak was resolved you were unhappy with the aesthetics of the counter flashing as previously discussed numerous times, there is no way to fix the leak without having to either remove the rock, replace flashing that your builder installed or adding counter flashing over the rock. Again, you agreed to this and we recommended that you reach out to your builder. However, we would be more than happy to replace the flashing behind the rock for an out of pocket expense. Please contact our office at your earliest convenience so we can get you taken care of. 
  Thank you 

*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. ↩