Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  My wife and I want to make this very clear that this never had to happen! We were both very adamant about pulling the staples and that didn’t happen we would find someone else to do the work! We both told more than once that the installers had been to ********’s school and certified to install their shingles, it even says that on the packet that we have from AWR! This problem was created by AWRs inability to tell the truth! The other problem we have is that it’s are roof AWR had no right to do what they did! So now we’re forced to fight with an incompetent roofing company! I have pulled off one section of the flashing. I marked the flashing with black mark’s to show where it came from. When you raise up the shingles you are able to see that some of the nails pulled out and others have already started to cut into the new shingles. I removed the flashing to show that the materials had been installed incorrectly. The felt was first then the ice and water shield and then the flashing. It should have been the flashing and then the ice and water shield which would seal the decking to the flashing to keep the water from getting to the decking. Then the felt and then the shingles. This is what should have happened, it did not! According to the ******** installation instructions on the web sight it shows exactly how to install their shingles to make a complete weather resistant system! From the pictures you are able to see what I’m talking about, didn’t want to pull the flashing but was left with no choice and it was a good thing I did because water damaged wood that was never repaired as provided in the pictures. Yes the ******** rep did come out and look at the roof. AWR is saying that the ******** rep approve all methods of the destruction of the roof, this is totally opposite the ******** web sight. Never the less the damage has been done and AWR is 100% responsible for damages. Which brings us back to the staples that should have have been pulled during the tare off like my wife and I ask to be done! So we were paying for a partial tare off? Staples were outlawed years ago for the very fact that they work their way out and cut though the shingles! Staples and even nails are part off the roof system and should never be pounded in! Removal of the fastener is part of the tare off and with out the fastener how does the roof stay in place? The roof was done on 7-19 of this year and it already has to be redone! Shingling over staples, improper installation of roof materials which allows water to run back in on the decking and now that I have removed the flashing so you can see what I’m talking about and finding rotten water damaged decking that should have been replaced! Now it’s going to cost anywhere 3 to 5 dollars a square foot just to replace the decking? I know that the insulation had gotten wet. What about the trusses are they water damaged and rotten from where the water ran in? Two of the pictures are of the roof they never even finished! Again my wife and I did not create this problem. This falls 100% on AWR for not being truthful and incompetent roofing practices!
  
  ***** ***

   

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

  the felt, soffits and eve’s, then put the flashing over that when he returned with the right flashing. This is all done in total reverse of your 5 steps to installation. This does not follow your installation instructions! Brochure also includes your seal saying that they are certified residential contractor. Yes we were told that AWR installers were all trained and certified by ********. If only that had been true. The only way now to fix the roof is complete tare off and reroof. So far we have had no help from your certified ******** contractor. Will not admit that the installation was incorrect, I even have texts that say everything was approved method’s by the manufacture. So now my wife and I are stuck with an incorrectly installed roof that leaks. Also never even finished all the roof or even replaced all the vent caps and roof jacks. Now we’ve been forced to start another claim to get the roof done correctly. It’s to bad that people are more interested money and not quality.

  

  Business Response

  Date: 08/23/2024

  We have addressed *** ***** concerns with him and offered to come to a reasonable solution. A representative from ******** inspected the roof and confirmed that the installation was done correctly. *** *** was asked to provide proof of leaking roof and was unable to provide it. Customer has been difficult and belligerent with our staff and crews since the first meeting with him. He insists that he knows more about the roofing industry than our experts and even the ******** representative. It's our belief that the customer is being deceitful in order to not have to pay for the work that we did on their property. Our company owner offered to come over and check for any water damage and fix it if there was any. *** *** would not allow him to do so, and we believe it is because there is no actual leak. We offered many tomes to correct any issues, but *** *** has been verbally abusive and combative to anyone that has tried to help him or reason with him. It's been verified that our company completed the contracted work correctly and we will not be offering the ***** a refund.  

  

  Business Response

  Date: 09/06/2024

  We have tried to work with this man and have only gotten yelled and cursed at. We listened to him and acknowledged his complaints and followed up multiple times, offered our services, and tried to help. It's our observation and belief that sadly, this man suffers from some mental illness and cannot be reasoned with. His accusations are not valid, and we even brought in a third party to verify that. We have been in the construction industry for over 25 years, installed thousands of roofs, and have had zero complaints such as this. This man is slandering our name and for whatever reason is trying to ruin decades of the hard work and the integrity that we operate on and pride ourselves for. It is unjust and unfair that he can put these lies out for everyone to see on the internet. But at least our thousands of other satisfied customers will know that is straight up slander and outright lies. If this is actually the way that we operated our business, then we would not have a business at all. Please help us put a stop to this. 

  Customer Answer

  Date: 09/11/2024

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ***** ***

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a verbal agreement and multiple committments made and not honored.  It is good for consumers to know how little value this company puts on that.

  I will find someone else to do the work.  And make sure everyone knows of my experiences.

  Consider this resolved.

  

  Business Response

  Date: 08/01/2024

  We recognize and therefore apologize to Ms. ******* for failing to respond to her requests. However, we did not enter into any contracts or agreements, start any work or touch her property in any way.