Complaints

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• Initial Complaint

  Date:07/30/2024

  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.

  Complaint: 22065859
  
  I have reviewed the business' response and am rejecting it because:
  
  3 step advertise free estimates, what I agreed on is to get the estimates, not assigning 3 step contracts. 3 steps is mis leading senior citizen( consumers).  3 step should not threaten customers .  
  

  I have download his threatening texts , but cannot send to you because I am on a trip. Please allow me to provide more details after 8/26/2024. 
  
  Sincerely,
  
  Shuhwa Leu

  

  Business Response

  Date: 08/13/2024

  In ********, as in most states, when you sign a legally binding agreement that is well within the confines of the state statutes that agreement is legally binding.    The first two sentences of 3 Step Roofings agreement state the following:
  Client understands this agreement will bind them to the Contractor listed below. The Total Agreement Amount is equal to, but will not exceed, the total Replacement Cost Value amount shown on the insurance claim estimate unless you request upgrades.
  3 Step Roofings agreements are very clear to understand, additionally; the customer fills in their own contact information, then initials in two places on the front page followed by two more initials on the back page along with a signature.  It is not believable the customer thought they were doing anything other than signing an agreement to proceed with repairing the roof via their insurance claim proceeds.
  For some reason this customer also signed an agreement with another roofing company placing herself in a dual agreement situation.  The following text was sent to us from the customer on July ******* Just to let you know that I already authorize another roofer.  Its impossible to change a roofer now.  So she signs with 3 Step Roofing on the 12th of July and 18 days later signs with another company and somehow thinks the other company cannot be cancelled.
  On a final note, 3 Step Roofing has already spent motion time on the original sales call, had many contacts with the customers insurance company, and prepared an upgrade agreement for the customer to put a more expensive storm grade shingle on the roof. The customer reviewed the upgrade as she was headed out of town, agreed to the upgrade, and said she would sign it when she got back the following week.   While awaiting her return we kept diligently working on her project.  Here is a brief list of our works completed prior to the customer telling us she signed an agreement with another company:
  Original trip to customers house to discuss the insurance claims process and upgrading to a storm-resistant shingle.
  Order satellite imagery to measure the roof.
  Upload 94 photos to the company computers.
  Prepared and sent a supplemental estimate to the insurance company.
  Two follow-up phone calls, and four emails contacts with the insurance company.
  Prepared an upgrade agreement to switch to the aforementioned storm shingles.
  Phone calls from the office to the customer to get the DocuSign papers sent for the upgrade.
  Checked code enforcement as it may or may not have pertained to her address.
  To summarize, 3 Step Roofing provided excellent customer service and the customer decided to sign an agreement with another company.