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Complaint Details
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Initial Complaint
10/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On September 24, 2024, a check for final payment to cover roof and gutters was hand delivered to:Big Bear Roofing ************************************************** **************************** Phone: ************ Promised was a repair to green house window and a strip scratched on top of back kitchen door. Also promised was a lien ********* of yet, no date has been scheduled for repair and neither was a lien waiver received.Please intervene on my behalf. Thank you for your time and your efforts devoted to this matter.
Business response
10/28/2024
***** - On Sep 24, 2024 I responded to a call about a window leak at your residence, which has nothing to do with the roof replacement that we provided. I have to come out personally because you have kicked myself, my employees and our crews off of your property multiple times and threatened to call the cops. No one on our team feels comfortable working with your account and these threats are completely unwarranted.
As discussed your gutters are clogged, as well as your downspouts, which is resulting in water overflowing your gutters and onto the greenhouse window. This issue does not stem from any work that we had completed and we do not take responsibility for the leak. The greenhouse window is over 40 years old and is in need of being replaced (please see picture), as well as regular scheduled gutter cleanings.
With that all being said we are absolutely willing to help, as discussed we asked to allow for 6-8 weeks for the repairs to be completed (free of charge - no warranty). We will be cleaning out the small run of gutters, install a gutter diverter, and caulk the window to hopefully prevent any further leaking. The recommendation of a window replacement was made when we met on site, as well as regular gutter cleanings.
Since our meeting a lien waiver has been mailed (since you do not have email) and we will provide another physical copy on the day of repairs. Ms. ****** this was not our doing, but we are willing to help fix these small issues because we want every customer to have a good experience in the end. The repairs are scheduled (free of charge) and will be completed in the repair window as discussed.
Best,
**** Marischen
Owner - Big Bear Roofing
Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Big Bear Roofing was contracted to complete extensive exterior home repairs from a hail storm in 9/2023. Our insurance approved a completely new roof, extensive vinyl siding replacement, gutter replacement, and a new garage door. We communicated with Big Bear some concerns regarding damaged trim surrounding our garage door from their very first inspection. They stated it could easily be added as supplement to our insurance claim and could be easily fixed. Very slowly, our repairs were completed but we always had extreme difficulty communicating with Big Bear as they never responded to emails or texts in a timely manner. At one point, we had not heard any update from them in over 6 weeks. When we sent another email to inquire about the status of our project, they stated that our work was completed from their perspective and no further trim work would be completed as 'no one is interested in that type of work right now' despite telling us a year earlier it could easily be corrected. We have attempted to contact them for further explanation since then and have gotten no response. The roof, siding, gutters, and garage door have been completed at extreme urging from us however from our perspective - the job is not complete and should be completed. We are frustrated with their lack of consistent communication throughout. Without urging and repetitive communication on our end - we get no where. They are eager to mark this job complete, when it is far from it.Business response
09/23/2024
We are working with the customer to resolve this issue.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.