Mountain Star Roofing Systems

NOT SIGN ANYTHING WITH THIS COMPANY, SOMETHING THEY WILL WANT YOU TO DO UPON INITIAL CONTACT. NO FIRME NADA CON ESTA IMPRESA, ALGO QUE VAN A QUERER CUANDO LLEGAN. I feel like this company grossly overcharged me and my insurance company, and, having patronized them, I feel complicit in that abuse. My experience with this company will be detailed soon. If you give them a deposit, and change your mind, they will keep 35%.

Casey Malone is the best. He came prepared. He spoke multiple languages. Handing out his info to all my friends. Thank you.

Casey is thorough and would highly recommend He explains who what they are gona do stays on top of all items

Bottom Line Up Front: "We do not complete estimates for full roof replacement without a signed contract or financing already established." - Andrea Messer (Mountain Star Company Representative) "As far as roof replacements we only utilize financing and/or insurance proceeds with our clients." - Andrea Messer I had this company out to my property to evaluate my roof and provide me with an estimate because a coworker highly recommended them. They never provided an estimate. Rather, they sent me a contract to sign for them to do the work. I asked for two separate quotes one for if I wanted to pay out of pocket and the other for how much they anticipate billing the insurance if I decided to have the insurance pay for it. They provided me with the above responses. I have contracted with a lot of companies to do various types of construction work across many states, and this is the first time I have ever had a company refuse to provide a reasonable written estimate before I decided to contract with them to do the work. Even though my BS meter was going off very loudly, due to the high praise they received from my coworker, I wanted to give them the benefit of the doubt assuming they didn't understand what I was asking for. I rephrased what I was expecting from them with a little more explanation, and they still refused to provide the requested estimates even if I were going to pay CASH out of pocket. I mean, what is more guaranteed financing than cold hard CASH? Anyhow, who knows, they may do great work, but this business practice of not providing estimates without customers signing binding exclusive work contracts first is NOT STANDARD in ANY industry. Again, this sends up too many red flags. I would steer clear of this company. Please see below email correspondence if this is of interest to you or if you think it may be helpful to you. ************************************************************************************************************** Sent: Wednesday, May 31, 2023 11:06 PM To: Andrea Messer; Randy Ponce Subject: Re: Signature requested on "Nielsen - [roofing] - Contract" Mr. Ponce, I am unsure how you expect customers to do business with your company without providing a written estimate for services requested, having customers blindly sign a contract. I asked for a written estimate from your sales representative when I met with him this past Tuesday. I am not sure if I’m going to pursue an insurance claim for roof replacement or not. If I don’t, I will obviously be paying out of pocket. Please provide me two written estimates for complete tear off and replacement with 50 year architectural composite/asphalt shingles. One of the estimates being for how much it is estimated to replace my roof with me paying out of pocket and the other with how much you anticipate charging my insurance if I decide not to pay out of pocket. ************************************************************************************************************** Andrea Messer Thu, Jun 1, 8:01 AM (1 day ago) to me Good morning Mr. *****, As far as roof replacements we only utilize financing and/or insurance proceeds with our clients. In order for us to correspond with the insurance companies it is necessary that we have a contract on file that gives us consent to do so. If filing an insurance claim your only out of pocket expense would be your deductible, depending on your policy. ************************************************************************************************************** Me Thu, Jun 1, 12:16 PM (1 day ago) to Andrea Good afternoon, So, if I understand you correctly, you do not do business with customers that will pay cash/certified check/credit card in full? I have no need to “finance” this if I decide not to go through the insurance to complete this project. At this point, I am not asking your company to do anything with the insurance. What I am asking for is for you to provide me with two written estimates for complete tear off and replacement with 50 year architectural composite/asphalt shingles for the following scenarios. One of the estimates being for how much it is estimated to replace my roof with me paying out of pocket and the other with how much you anticipate charging my insurance if I decide not to pay out of pocket. Despite the strong referral I had to use your company, I am unimpressed with much beyond my initial phone conversation when I scheduled the site visit to get an estimate. If you provide that which was requested, perhaps my trust in your company may be salvageable. If your company is unable to understand what I am asking for and/or are unwilling to provide these, then our business with each other is complete. Please let me know where we stand in case I need to take my business elsewhere. ************************************************************************************************************** Andrea Messer 3:01 PM (4 hours ago) to me Good afternoon, We do not complete estimates for full roof replacement without a signed contract or financing already established. We do not charge differently based on self-pay or insurance claims. This is our policy. If you would like to continue to work with us, we would be more than happy to move forward with you. Please let me know how you would like to proceed. ************************************************************************************************************** Me 6:11 PM (1 hour ago) to Andrea Then your company will not get my business. If you are successful at getting customers that are dumb enough to sign exclusive work contracts without knowing how much your company will be billing and without knowing exactly what work is being promised then kudos to Mountain Star, I guess. Please lose my contact information and expect a thorough negative internet review of your company and nonstandard business practices.

I contracted this company July 5th 2022. August 6th to 8:00 or so 2022 I haven't heard anything from them, so I contacted them. I was told they were still negotiating with the insurance company. They had already had a check for me for over $9,000 to get the work started. September 2022 I went to the company to see if they were going to finish my job and if not to get a refund check, and they gave me a check for 35% less than what I paid them. I was assured that they would get started on my roof. Mid September someone was supposed to come take a look at my roof, they never did. October 2022 I call the company again, reached out to my sales guy, who told me that I was being issued a refund check. I never canceled the contract, didn't ask for a refund, I just want my roof done. I was told I would get the check about a week later and I hadn't received it. I should have gotten the check about October 14th. October 19th or 20th I call down to the roofing company to ask the status of the check, I was told it was mailed at the week before. the check showed up in the mail October 22nd, postmark envelope was October 20th. In addition, the check was for 35% less than what I gave them, stating that I had broken the contract and per clause five of their contract they keep 35%. I never broke the contract. New paragraph I'm a single woman in Ruidoso New Mexico I don't have a lot of money to come out of pocket to pay for roof repairs that the insurance has already paid for. To have a company keep 4400 for doing nothing is outrageous. This company is full of crooks, liars, and thieves. They have been reported to the Texas and New Mexico attorney generals and the better Business bureau, which they are not accredited as they claim on their website. I would stay a far away as from this company as I could. They are not honest.