KFOX14 investigates AllStar Construction & Roofing after customer writes Google review

EL PASO, Texas (KFOX14) — Ruth Henderson said she felt she had done her due diligence when she researched roofing companies to hire, but now warns to check reviews before signing any paperwork.

She told KFOX14 Investigates she signed a contract with AllStar Construction & Roofing after they offered her a $500 Visa gift card if she hired them in March 2021.

Henderson said her issue was not with the workmanship.

She paid for half of the job in advance, but because she lives out of state, she left a check for the other half.

According to Henderson, the company agreed to reimburse her for $500 instead of sending the gift card, since she had already moved.

Ten months later, Henderson said she has yet to receive the money.

"It's actually on the contract I'm supposed to be reimbursed for the $500 gift certificate for having my business," said Henderson. "This went on from, I want to say April and then in July I did a review online that stated the fact that they were never paying me back my money."

Her Google review explains she called the company numerous times for her $500 and was told the check was in the mail. She wrote: "I used this company to fixed my roof in March 2021. I was owed a refund and it is now almost 4 months later and I called numerous of times and I kept getting it is in the mail response. They owe me money and it seems like I am a burden to them for asking for my own money. Very unprofessional. I called the main office the salesperson and the project manager and they still not paid me my money. I would recommend finding another company. They were on time to pick up the check, but not for my money.

Update: I still have not received my money.

"I was told in order to receive my overpayment, I had to remove this review and sign documents that stated that I could not EVER post a negative review about their company or they could take legal actions against me. I refused and that is why I have not received my money. I have a right to post any review I want about my experience with this company whether it is good or bad. I have text messages and emails to proof this. I just wanted my money back and they took this to a whole different level over this review. Trying to bully me instead into removing my review to receive what is rightfully mine."

Henderson told KFOX14 the roofing company then emailed her a picture of a check made out to her for $500 and a form she had to sign agreeing to take down her review and refrain from any negative comments against the company online in order to receive her $500.

"I said, why should I take down my Google review? There's nothing negative, there's nothing on there that's not true. Y'all did come get my money and you did not reimburse me my money for my refund."

KFOX14 Investigates emailed AllStar Construction & Roofing several times over the span of three weeks with no response.

We called the company and were told a manager would call us back, but never did.

Since AllStar Construction & Roofing is accredited by the Better Business Bureau, KFOX14 contacted the BBB to ask about the company and were told no complaints similar to Henderson's had been filed.

According to the BBB, if a business has been accredited by them, it means BBB has determined that the business meets accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints.

Henderson said, "I just want my money back and for my review to actually be posted. I don't understand how you can have a business and dictate who can post a review on your company. How is that fair practices?"

KFOX14 asked the president and CEO of the Paso Del Norte BBB about this and whether it was standard practice for a company to ask a customer to take down a review in lieu of reimbursement or work to which we were told it is not.

In a case like this, the BBB recommended filing a complaint through them.

A day after KFOX14 Investigates spoke with the BBB, AllStar Construction & Roofing's operations manager emailed KFOX14 and said, "Accounting has looked at the matter and its been determined that she is owed $500 from a promotional special we had at the time. A check will be mailing out in the next 48 hours to remedy that oversight. Additionally, we will be extending her labor guarantee for an additional 2 years."

Henderson has since filed a complaint through the BBB.

On Wednesday, the company's profile on the BBB website said it was currently being updated and could not display ratings or reviews.

Aside from filing complaints through its website, the BBB said it's number one piece of advice for consumers is to make sure all agreements are made through a contract or in writing, since this can serve as proof when an issue is being disputed.

UPDATE:

On January 13, AllStar Construction & Roofing reached out to KFOX14 and said Mrs. Henderson had been reimbursed.

Henderson told KFOX14 Investigates she received a check for $500 from AllStar Construction & Roofing on January 21st.

See other KFOX14 Investigates stories

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