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:05/22/2023

  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.

  Hir** MVP as MY contractor to replace existing roof back in april 2020.***************** said all his employees had covid at the time, and M&J would be doing my roof. Did not even ask if that would be ok. Bought my house feb 2020 knowing I would ne** a new roof, the existing roof had leaks inside the house. New roof was install** by young kids from another country, not even speaking english, so I could not even ask questions.No new lumbar was plac** where the old leaks were. So almost 3 years later march 2023 I start to see areas of concern. Call** ** at MVP and he said he would have his new roofer come out.In the mean time I call** for a second opinion so I knew what was going on cause I am not a roofing specialist. I was told either to replace whole roof now, or wait for a leak to happen cause this roof was not lasting. Over 40 pictures were taken via drone by this company.*step flashing and counter flashing were not chang** *shingles were ran to tight so now they are buckling *multiple nails and threads showing all over the roof * dead valley is horrible should have been a rubber roofing material not shingles going a million different ways *gaps 1/2 al over * shingles curling up at the ends of roof by gutters so now I have water going behind my gutters *fan install** wrong in attic, not center** so not allowing appropriate ventilation Now I have. 3 leaks in my garage never had leaks there before they were in the house with the old roof Mvp roofer told me things look** good on my side with how many things were wrong with this roof and i told him i paid for a new roof im not paying for a checker** board appearance with repairs.So report was then made for ** the owner from his new roofer ****, and after we talk** he now tells ** the roof does not ne** replac** after we just had talk** So ** at mvp wants to order brand new shingles to do patchwork all over my roof and fix the water damage in my garage.Shingles will not match up from 3 years ago

  Business Response

  Date: 05/23/2023

  We have been in contact with ******************* about her issues with the roof.  We also have sent out our own roofer that was unable to do the original install for his opinion.  He stated that there were a few small repairs that needed done and he was willing to do them.  We have tried to go this route with the customer, which we should be able to make right on the work, but she has refused.  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]

   

  had several roofing companies come out, and they state this is beyond repairing, and that the whole roof needs replaced, which MVP said flat out they would not replace. 
  
  Mvp roofer said the roof was (f****** gorgeous) very sarcastic. then makes a report up for mvp saying it needs patchwork, after he said things were on my side. Now I have leaks in my garage! So when I go to sell my house I have to declare I had a new roof done 3 years ago, and recently had patch work done as well as leaks repaired. Nowhere are you taking care of the customer and following the standards to the workmanship that was done on my roof.
  Regards,
  
  *************************
  
  
  

  
  

  Business Response

  Date: 06/13/2023

  MVP had our roofer go out to the property to make an assessment of the roof.  His recommendation was to repair the few spots, in which we set an appointment to do the repairs in question.  ****************** cancelled the appointment.  We have tried numerous times to repair the issues that she said she found, but were not allowed to do so.  We are more than willing to address these areas of concern but will need cooperation from ********************  
  
  

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]

   

  whole roof needs replaced not repaired. Had to hire an attorney over this matter now.

  Got 5 other opinions and all were replacement.

  I had to cancel the repairs, due to attorney orders. And MVP never called me besides that one time to come out. 

  
  mvp can refund my money not do repairs.
  
  Regards,
  
  *************************
  
  
  

  
  

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  Roof is not repairable. Had to hire a lawyer. Got 5 different roofers besides MVP roofer to come out. The only options were to wait for a leak to happen, or replace the whole roof. 
  

  lawyer had me hold off on MVP coming out to do repairs. So now I have to come out of pocket and pay for a whole new roof. 
  

  MVP wants to replace as many shingles as possible. Had ***** from banner supply at my house, he stated that patch work from 3 years ago would not match my existing shingles. New roof needs to be installed. End of story
  
  Regards,
  
  *************************
  
  
  

  
  

• Initial Complaint

  Date:05/18/2023

  Type:Product 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.

  My mother had agreed to have them install a door on her house. We recently found out she had a tumor in her head that was affecting her decision making (medically documented) she is currently in the hospital now. I contacted them about cancelling the order. I did not ask for a refund for her down payment, just to cancel the order. the Owner ** became very angry and pushy with me on the phone about this. I do not think that it is right that someone preyed upon someone with a medical condition. my mom cannot afford a custom made door that they are trying to sell her, that has taken over a year to even be built? the whole thing sounds terrible. i just want them to cancel the order. they can keep the down payment. we do not want the door, or them to ever step foot on our property. thank you

  Business Response

  Date: 05/18/2023

  *****-

  First and foremost we want to extend our greatest apologies for what is going on with your mom.

  When your mother contacted us to replace her door we came out and have her a free estimate, in which she decided on a door style, color, and hardware finish. At that time she did not see under any distress or we would have asked for someone like a spouse or family member to be present. 

  The contract was signed, down payment was given. The door has been ordered, and is already in production, in which we were already billed the $2,200 we discussed yesterday. 
  Im sorry you feel the way you do about not having to take the door but at the time of the sale there was a contract signed. 
  At this point if you would not like to move forward with the contract you will at very least need to purchase the door and pick it up. With instances like this we unfortunately will not be able to warranty the door install because we did not install it. 

  Thanks,

   

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 07/07/2022,had two windows installed by MVP.paid them $2400.was told by owner he had the best crew in the business.they sent one man who could barely carry the one that was roughly 54"x92".windows weren't wrapped at all.it was all he could do to lift window in place.then he had to bang it into opening.i kept asking installer questions,all he would tell me is he didn't make the window.have a hole in screen,scrapes on outside capping covered over with caulk.he used half clear caulk half white caulk,other places none at all.he said someone from office would be out to look at windowsand tell them my complaints.cleanup was terrible.found pieces of metal and wood outside and inside the house.was told by owner **,polaris windows,best on the market.well they look cheap and are built cheap.they made sure they cashed my check the next day after install.so far we talked to ****** who promised installer would be back next morning to take care of issues,never happened.then i received three different calls from **** who said his job is to make everything right so customer is happy and will be future customer.i told him the issues ,said he would handle it personally by sending out head of Maintenance( ***) this morning 07/11/2022 first thing,never happened.he also set up tommorrow 07/12/2022 for the owner ** to come here at 4:15pm to look at windows and answer any questions.i was told by **** to show problems to ** so they will be handled. Today i get a call from ***** from MVP,and was told ** was only coming out to give us an estimate on more windows,which was never mentioned at all by myself or my wife.talked to 4 different people from same company,got different answers from each.promised the best,received far from it.once again we fell for sales pitch.BUYER BEWARE with this company.

  Business Response

  Date: 07/12/2022

  *******************-
  I am sorry to hear your complaints about the company, product, and workmanship.  I would like to start off by stating that your job was finished on 7/7/22.  Our office was notified by your first call on Friday, July 8th.  I personally spoke to you and did tell you that I would make sure we sent the installer back out to fix the issue with the scratched capping along with the issue with a hole in your screen.  I will say, I did not tell you a date of him coming to your home, we are not open on Saturday's and also because at the time, I did not know what area he would be in that upcoming Monday (7/11).  As for the phone conversation with a few others at our business, I do apologize for the confusion they may have caused.  I can tell you that your opinion of the quality of the windows is your opinion, but these windows are windows I currently have in my own home as well as the owner himself.  I can assure you that the quality is not the question.  Also, I spoke with the installer, ***, who was at your home this morning.  He informed me that he fixed both issues you had.  The scratched capping along with the hole in the screen.  We have since ordered you a new screen frame as well.  I hope we can come to a common ground, we will work hard for your approval.  

   

   

   

   

  Thank you, 

   

  Customer Answer

  Date: 07/13/2022

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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