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:12/01/2024

  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.

  November 14. 2024 discussed metal roof for porch of my home .November 15. 2024 signed contract and paid down pmt of 3165 $.November 18 company received my money. November 18 company stated they are unable to install metal roof and will go forward with silicone/ foam roof. I asked for detailed estimate and was told by text: I do not have authority to give you that estimate. November 18 I asked for more time to decide and my money back. November 19 was told by company that I need to pay fee for breaking contract and taking 6 days to decide against foam/silicone roof. ********* with company. Was promised full refund .November 22 when asking for my money I was told that they need more time to process. November 30 still no return of my money and reimagine roofing stopped **************** work was done.

  

  Business Response

  Date: 02/17/2025

  We sent out a refund check that arrived between December 3rd and 5th 2024. Please advise if it did not arrive.

• Initial Complaint

  Date:11/14/2024

  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.

  Reimaging Roofing left materials on my driveway blocking me in. My husband and I had to move the heavy material ourselves to be able to move our car out of the driveway. It wasnt until another 4-5 days that the roofing company showed to do the job. The roof replacement was also poorly made, leaving a new leak by my chimney. Now, 7 months later they came to check the leak they left from a job poorly done. They came into the property and proceeded to go up the roof without announcing themselves. When a tenant saw someone climbing thru the window, she came out to question who they were and what they were doing, they got offended that someone would question what they were doing on private property without announcing themselves. They proceeded to leave without checking the leak.I reached out to our point of contact and they have yet to answer and its been a week.

  

  Business Response

  Date: 11/19/2024

  May you relay an address for this project as we dont have this specific name in our system 

  Customer Answer

  Date: 11/19/2024

  This project was initiated by ****** to work in our roof. ***** ***** is the main name and I was the point of contact. Project was performed on ************************ **************. Steph was my last point of contact on October 31st. No response after the unannounced visit on November 6. 

  

  Business Response

  Date: 11/20/2024

  Understood, Is there a preferred date for us to return and complete the repair? There was a breakdown in communication on our end. 

• Initial Complaint

  Date:09/27/2024

  Type:Delivery 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.

  Received an email from ****** ***** stating that they were ordering pigeon guard for my solar panels on June 6th. They also needed to repair 4 solar panels that werent working since they replaced them. Since then there has been no communication unless I reach out to them. They have sent people out a couple times, nothing has been done, then sent someone out again after I had to call to find out what was going on and now I only had 1 solar panel working. Were going on 4 months without my solar. This is unacceptable. Theyve cost well over $1000 in electric bills that I dont normally have, theyve also affected my production numbers into text year.

  

  Business Response

  Date: 10/02/2024

  We have been in contact via email and phone call i can provide the recordings is needed. A refund for the lost power of four panels being down has already been discussed. Mr. ********* has been informed the repair will be completed 10/3/2024

• Initial Complaint

  Date:09/09/2024

  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.

  Reimagine Roofing put a new roof on my house in October of 2023. Before the work began I asked ****** if I needed to have my solar company remove my solar panels. He said no. He informed me that Reimagine Roofing had it's own licensed solar installers and that they would handle the removal and reinstallation of my panels and that it was including in the price. So I agreed and let them proceed with the job. In the months following the roof replacement I began having issues with my solar panels. Around March of 2024 I noticed the panels were no longer producing to the same output as they had previously and that my electric bill was starting to increase. I reached out to my solar monitoring company. They informed me that there was indeed anomalies with the solar panels production. After trying to resolve the issue remotely, my solar monitoring company sent a technician to the house to investigate this issue. This technician discovered several discrepancies with the way my solar panels were installed following the roof replacement. According to him the panels were reinstalled without any cable management, the conduits were not properly secured to the roof and most concerning of all, the panels themselves were not securely fastened within their rails. He took me to the back of the house and showed me that the panels which were symmetrical are now staggered. He explained that with nothing holding the panels in places. They were being blown by the wind and are at risk of falling off the roof. He told me that this needed to be addressed urgently and so I contacted Reimagine Roofing to see if they would send someone out. I called multiple times over a three week period and sent several emails. Each time I called, I was told that someone would call me back, which they didn't, and eventually they told me they would send someone to make repairs although no one ever came. All of my emails went unanswered. In desperation I had to pay a third party to have the system repaired.

  

  Business Response

  Date: 09/10/2024

  I spoke with Mr. ********* this morning will be issuing the requested refund. 

  Customer Answer

  Date: 09/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/25/2024

  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.

  Reimagine roofing was hired as a subcontractor for our solar company to replace our garage roof due to damage from leased solar panels. Reimagine took months to schedule to work claiming supply chain issues, even though every other roofer we contacted said it would be no issue to do the work within two weeks. When they finally did come out to replace the roof it was raining quite hard and they proceeded to pull off three sheathing boards, partially flooding our unfinished garage and soaking our insulation. Despite the fact that the estimator had said that most of the sheathing needed to be replaced, the team that came out only brought three sheets, leaving at least one especially rotten board up and re-roofing over it. They also didnt bring enough drip edge, damaged our gutter, and got tar on our garage door. They came back out to finish the drip edge, but have yet to address the rotten sheathing they left on the roof, the damaged gutter, or the tar on the garage. We need to get the solar panels reinstalled but cannot do that with rotten boards in the roof.

  

  Business Response

  Date: 07/02/2024

  On 07/02/2024 I spoke with ****** on the phone regarding her concerns. We have informed our team and will be out to address the following issues 

  1- decking that was not replaced 

  2- Mastic that smeared the garage

  3-Damaged Gutters 

   

   Tarren is sending over photos to me now. 

  Customer Answer

  Date: 07/07/2024

  We still have not heard from the local manager, *******, to schedule / confirm a day to complete this work. 

  

  Business Response

  Date: 07/12/2024

  I spoke with ******* our General Manager he reached out and scheduled the repairs with the Homeowner 

  Customer Answer

  Date: 07/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have completed the work. 
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:04/30/2024

  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.

  In Aug of 2023 a hurricane came through ****, ** and caused a lot of water damage to my rented out 500 sq ft trailer. I contacted Reimagine Roofing to replace the roof and do inside repairs. They said they could do that. After the roof was replaced I called again since they did not contact me about the interior work. First guy left. They started on the work in Oct. The first worker messed everything up. He even spent a couple of nights at the trailer. The project manager convinced me to pull up the flooring in the living room and kitchen since the counters were going to be in a different location. I went to see the trailer in Feb 2024 and could not believe how horrible it was. Since the old plugs did not work with new walls he used caulking to put the front plates on. I was not consulted about any designing or replacing things, like the stove hood that were broken. The roll vinyl flooring I bought was ruined due to bad installation and the peel/stick flooring is also coming up due to incorrect installation. Everytime they go in to fix something they mess something else up. The counter was poorly installed the first time and took them 2 more times to try and fix it. Now the wall facing the living room under the counter is damaged. **************** has yelled at me and put me down. They kept pushing back when they were going to be finished. The butcher block counter has to be sealed with food grade oil(they chose the counter top) and I was told they would not do that. I supplied a new thermostat for the A/C unit since they got the old one covered in paint and caulk. Now the A/C unit is not working and I was told I have to talk to somebody else. I am going to be selling this trailer and was told by them to sell it like it is and that the new owners could put in requests for warranty work. I did not approve the wire shelves in the bedroom closet. Communication has been horrible. I will not be able to sell it in this condition. It looks horrible. It needs cleaning.

  

  Business Response

  Date: 05/15/2024

  On May 10th we reached out to *************** after going over her concerns that were submitted. During our conversation we outlined her areas of concern and set up a date and time for an inspection to take place. On May 14th Our inspection took place several of the concerns had already been addressed. There were a few concerns that still needed our attention. On May 15th *************** and I spoke via telephone again and went over the updated pictures along with going over a game plan to address the issues. We are also having a review call on a timeline for completion the 16th. *************** is Happy with the Communication and the action plan we have discussed. We currently have an action plan that the Homeowner approves of. 

  Customer Answer

  Date: 05/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/27/2024

  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.

  In August of 2021 I paid over $1,050 for 3 skylights when only 2 skylights were installed. Since 2021 installation, the company has had to come back and install 2 new skylights because proper size was not installed first time. In 2023, It took six months for me to get them to come back out. Immediately after I finally got them to install the new skylights (Nov. 2023), they started leaking and causing damage to my drywall in the master bathroom. After several phone calls, they sent someone out who heavily caulked around the skylights. A month later they started leaking again. They told me at that time (over the phone, in person and by text message) they would pay for the drywall repair. In February 2024 I had drywall repair done for $600 that I paid for out of my pocket. I immediately sent them photos of all the work that had to be done and a copy of my check to the drywall person. It has now been more than 30 days and they will not take my calls or respond to my emails and I have not received a reimbursement check for the drywall repairs. I also had a different skylight company come out and they told me (and showed me) that even the second set of skylights Reimagine Roofing installed were not installed properly and will still cause issues so I have since had to pay an additional $1800 for another set of skylights.

  

  Business Response

  Date: 07/01/2024

  We have made contact with the Homeowner and have confirmed the address of where to send the reimbursement check totaling ********. This check will be mailed out prior to the 4th of July. 

• Initial Complaint

  Date:08/10/2023

  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.

  In May2023 we contracted with Reimagine Roofing to repair a leak in our garage. They presented two options: one to repair the leak by replacing the roof over the garage; the second to replace the entire roof to just do the whole thing at one time (in theory to save money when the rest might need to be replaced at some time in the future). We chose to repair the leak by replacing the garage roof. Now it has rained and the leak still remains exactly where it was prior to the repair. We have contacted them and received a response that the only warrant the work they did, not the repair. So we paid $6100. to have them replace the roof they said would repair the leak and now they won't respond to my email inquiries. I believe there is a reasonable expectation that when you have the work they say will repair the leak done, that it will repair the leak. This was for estimate ******.

  

  Business Response

  Date: 09/12/2023

  This HO is fully taken care of and 100% happy!

  Customer Answer

  Date: 09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response 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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/06/2023

  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.

  We went to a contractor who sub contracted out to Reimagine Roofing. Job started Oct 3,2022. Job consisted of new underlayment and using exiting tile, replacing flat roof on a casita and replacing roof on a patio. Roofers ruined the concrete tile, failed to use underlayment in areas and on the flat roof material was laid wrong on the sides to where it was falling down, never completed the patio and numerous other problems done incorrectly. 11/2022, they agreed to replace with metal use correct underlayment and redo the casita and finish the patio. They brought in a roofer who was unskilled . Now Reimagine Roofing has agreed to replace the NEW metal roof, use correct underlayment, redo the casita and start the patio. 4/2023, Reimagine Roofing finally brought in a crew that pulled the NEW metal off the roof and replaced with correct underlayment finding areas that had no underlayment and numerous problems done incorrectly. The crew still have not finished the underlayment on the roof. They did finish the casita roof, never started on the patio. They told us starting on 6/5/2023 they would have a crew out to finish all the projects. They never showed up. We now have had the new metal roofing materials and supplies in our front yard for over a month along with the first metal roof which was removed from our roof. We have been more than accommodating. The project is costing us $61,000. We need help resolving this problem. They keep telling us, it will be fixed, but end up not showing up to finish the project and placing new clients ahead of our project. It's now been 8 months and our concerns are with the pending summer storms, and if it will ever be finished. We have texts, photos, and documented this project since 10/2022.

  

  Business Response

  Date: 07/28/2023

  We worked with *********************** and his wife to remedy all of the issues that they had. I sent an alternative crew down in order to make sure **************** was happy. Then, I sent down my senior superintendent to do a final inspection and guarantee 100% satisfaction. HO is happy, and the roof looks great!! This was certainly a challenging project for us, but we saw it through.

  
  

  Cheers,

• Initial Complaint

  Date:01/10/2023

  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.

  We had Solar installed last year in August, which they recommended a new roof. This solar company hired Reimaging Roofing to perform this job. The other day *********** was trying to find the plumbing vents on the roof to clean out a clogged pipe. The plumber did advise me that the pipe was broke off in the attic which sewer gas was going into my attic. Well it seems that the company covered this up. Contacted the company several times but no one called or came to review this issue. When looked at the before and after pictures it shows the roofers throwing away the vent **** for the plumbing.

  

  Business Response

  Date: 02/09/2023

  We have gone to the King's ********* and repaired the items requested. After speaking with ****, he agrees that this issue is resolved, pending receipt of the reimbursement for the unnecessary ventilation. 

  Customer Answer

  Date: 02/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response 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,
  
  *******************