ComplaintsforRoof Rx

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid RoofRx on 2/9/24 to inspect my roof and reseal vents, on 2/28/24 I signed all the paperwork. Till date they have not shown up and it has been 4/6/24. I sent numerous messages to their customer care and got in touch with the production manager ******* who promised to send someone repeatedly over last 2 weeks but never sent anyone till date. When I asked them why they are not sending out someone for weeks they keep saying when there is a cancelation we will send someone and till date did not complete the job. He is also not answering my text since last week. Please help me get the work done as per the written contract they signed. This seems to be a scam where they are advertising a low price to lure customers to inspect their roof and then they provide incorrect assessment of the condition of the roof and provides estimates worth tens of thousands of dollars for the repairs. If customer declines then they deprioritize them and delay the work for so long that the customer would ask for a refund which they would provide and avoid the cost of the reseal work. Meanwhile, my roof remains unprotected with the rains and storms while this company continues to deny service. They must finish the job and refund the deposit as compensation for the harassment since last month and a half.

  

  Business response

  05/07/2024

  Work was completed per customer approved contract for $99.00 pipe service on April 10, 2024
  

  
  

  Customer response

  05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree the business completed the job contracted for. However, the business needs to immediately improve the customer service experience by providing a phone number, the current method of text only customer support is ineffective in resolving issues.  The business also needs to put in place a transparent system of informing customers of ETA of work completion in reasonable time, in my case work was completed nearly two months after the initial deposit and signature. I had to follow up scores of days before the work was done and the completion report sent. For roof repairs this sort of delay can cause serious damage just while waiting for the work to be completed. The business also suggested I replace half of my roof which was disputed by the original roofer who came and inspected the roof and assured me that the roof will easily last another 4 to 5 years! A more thorough and honest assessment from this business is expected. They should send skilled technicians instead of drones to inspect roofs closely when requested by customer. I hope my personal experience and suggestions comes in handy for the business towards improving its overall customer experience.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted through my home insurance company to fix a leak on our roof. They offered a 1-year warranty. They have not fixed our roof and no longer even respond to questions regarding the warranty.

  

  Business response

  05/07/2024

  Work was completed per contract in March 2023. Customer reported recurrent leak in May 2023. Roof Rx dispatched a review and inspection of work completed and determined that the leak was not workmanship related. After further deconstructive analysis Roof Rx determined and communicated the following to the customer:
   
  
  ********************** provided you with a scope of work to repair your roof, including a reported leak. Our recommendations were derived from a visual inspection, in line with material manufacturer recommended specifications, to provide maintenance repairs and prevent/stop the type of leak you are experiencing. Upon visiting your property, from your warranty call, we found that the original repairs are in tact with no failure of the materials used and the scope of work completed as specified. Yet still, your leak remains.
  
   
  
  Unfortunately, due to the persistence of the leak, we need to move to a more in depth and deconstructive approach than originally planned. It appears that your leak is occurring at the structural (beneath roofing material) level of your roof system at the tie-in of the flat roof to the shingle roof systems. This comes as a new discovery in the repair process.
  
   
  
  We have provided you with an additional scope of work to address the structural level repairs that are needed to permanently resolve the leaks you are now experiencing. This will require the tear-off of the shingle and flat roof systems to expose the underlying issues/failures at the roof tie-ins causing your leaks. In addition to the expanded scope of work we have issued you a good faith credit, equal to the cost of the topical repairs, that will be discarded as part of the tear off of your existing roof.
  
   
  
  We understand you are not happy with this unexpected new discovery but we are willing to work with you to resolve the issue in line with our company policies.

  Customer response

  05/08/2024

  They claimed that their was a problem with the slanted portion of the roof near the ** unit and that that damage somehow caused a leak more than 20ft away with no other leaks in between and on a flat surface. after putting my own sealant the leak stopped. they never even bothered checking the entire roof or recommending a sealant. A totally clueless outfit, unprofessional and a waste of time and money.

  

  Business response

  06/24/2024

  
  We have provided you with an additional scope of work to address the structural level repairs that are needed to permanently resolve the leaks you are now experiencing. This will require the tear-off of the shingle and flat roof systems to expose the underlying issues/failures at the roof tie-ins causing your leaks. In addition to the expanded scope of work we have issued you a good faith credit, equal to the cost of the topical repairs, that will be discarded as part of the tear off of your existing roof.
  
  We understand you are not happy with this unexpected new discovery but we are willing to work with you to resolve the issue in line with our company policies.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this roofing company come to do work for us. We have on video surveillance camera, the employee coming on schduled day, drive away after a few minutes being on our property about ***** minutes later arriving with trash he disposes on our property and having another vehicle pick up said trash and billed $1263.67 for fraudalunt work. $1263.67 taken from our debt card.

  

  Business response

  05/07/2024

  Customer was provided a change order during the course of work for contract signed  10/9/2023 in the amount of $2,835.92 for which customer made a 10% deposit in the amount of $283.59. Work commenced 10/13/2023 and a 50% progress payment in the amount of $1,263.67 was collected per the terms and conditions as outlined in the payment schedule of the signed contract. Customer did not  approve the change order which prevented us from continuing our work and completing the contract. Customer agreed to our unforeseen worksite conditions by signature as per terms and conditions of the contract which states;
  Client understands that the work performed under this contract is based on a visual inspection only and accepts that we have not performed deconstructive analysis in providing the recommended work specifications contained herein. Be advised that if concealed or unknown conditions, including, but not limited to, surface, subsurface and/or environmental conditions, which affect in whole or in part the performance of the work are encountered, we will stop work as soon as is feasible and provide written notice thereof to the Client. The agreement (e.g., costs, prices, schedule, etc.) shall be adjusted in accordance with the changes clause. Client is notified that we will not be able to proceed without authorization and/or until the unforeseen work site conditions are remedied by the Client. Client also acknowledges that if unforeseen conditions are not remedied, we cannot complete our work and the Client will be responsible for any and all costs incurred up until when our work stopped
  Final payment was not collected and contract was cancelled per customer requested on October 18, 2023

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial 'drone' roof inspection was done, then an estimate was given. A deposit payment of $1,365.21 was made on May 19,2023, which is the 10 percent of the total. Appointment was scheduled for early August, 2023 for work to begin - it was a no show - no one ever came. Subsequent appointments would yield the same results - no show.Meanwhile, without anyone ever coming, or starting any sort of work, RoofRx kept increasing the "final cost estimate" - for reasons that were contradictory and dubious at best in nature. How can the estimate and reasons keep morphing and changing, when not a single person has performed any sort of an in-person assessment, inspection, or even meeting with me?It became clear that the objective was to extort funds from me - the consumer. Perhaps I appeared as an older person, thus an easy target.Numerous requests for a FULL REFUND of the deposit has yielded NO RESPONSE from the company.

  

  Business response

  05/07/2024

  On December 1, 2023 we notified the customer that after a careful review of their account we had processed a refund in the full amount they paid of $1,365.21.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a roof leak that was previously repaired by the company. We called and scheduled an inspection, and repair contract was signed and deposit was paid in June 2023. Service was scheduled for 9/5. On the day of the scheduled service, no one showed up, and no calls to reschedule. There is no live phone line to communicate with, only website e-mail request submission and a phone number for texts. After back and forth, they still cant tell me the reason for not showing up, and keep pushing it back. I finally had enough and ask to talk to someone at the office and ask for refund of the initial deposit. Thats when everything went silent, no calls, only text saying they have sent my request to manager. It has been 2 weeks since I first requested for refund, still no any kind of response. What kind of company that cant even have a live phone line to have a conversation with customers? Still using Covid as an excuse. I am going to wait one more week then will file a formal complain with my attorney to more financial and physical damage (more rain have occurred since they didnt fix the roof on time)than my initial deposit.

  

  Business response

  05/07/2024

  Still completing research
  

  
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid ***************** of over $500 to fix tiles as part of broken tiles for termite treatment in December 2022. Paid additional few thousand dollars for additional tiles. However 8+ months later job is still not finished and they ran out of tiles so theres a big blue tarp covering a 60 tile section without tiles. They didnt tell me the tiles were rare and blamed it on supply and the rain. But 1)they didnt count how many tiles were needed and miscounted 2) worked back to front so exposed area right in front of house which is ugly 3) replaced tiles that were fine without asking me Now they want an additional $ 2200+ to finish the job!? No way!

  

  Business response

  05/07/2024

  All contracted work including the broken tile warranty work was completed in April 2023. In the process of completing work additional broken tiles were identified by the service team and a change order was issued. The customer did not agree with the change order and declined. The customer did not make their final payment and a balance of $1,279.89 remains outstanding from the originally contracted and completed work.
  

  
  

  Customer response

  05/08/2024

  RoofRx didn't finish the job and charged me for a gaping hole in my roof. They claimed they couldn't find my existing tiles anymore after they damaged more tiles while trying to repair the broken ones. They proposed taking more tiles from my garage (which could have broken even more tiles) to fix the main house' gaping hole which they caused. I rejected their proposal and ended up finding a more reputable roofer who did the job by finding my existing tiles that RoofRx claimed they couldn't and did it for much less.

  

  Business response

  06/24/2024

  All contracted work including the broken tile warranty work was completed in April 2023. In the process of completing work additional broken tiles were identified by the service team and a change order was issued. The customer did not agree with the change order and declined. The customer did not make their final payment and a balance of $1,279.89 remains outstanding from the originally contracted and completed work.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We need our deposit refunded by RoofRx. The company denied our first refund request and we have appealed to them again. The company cited its Section 5 cancellation clause, which required asking for a refund within 3 days of payment. We dispute this rationale because RoofRx is the reason the work was cancelled, not us.We were ready to proceed with the work as agreed to in the last signed change order on May 8, 2023. The total estimate for the work at that time was $4,444. We had paid the 10% deposit of $444.46 in two separate payments.But then RoofRx significantly changed the scope of work and price beyond what was reasonable. For that reason, we never signed the last change order from RoofRx. We disagreed with their assessment that we needed to rip up a much larger section of our roof that was in fine condition and had no leaks. I went on the roof myself and asked their workers several questions about these proposed changes. No clear answers were given.Then RoofRx wanted to charge us more than $8,000 to re-roof about one third of our roof. This made no sense. We could not foresee these unilateral changes when we paid our deposits earlier and during the 3-day cancellation window.On May 12, we showed our willingness to honor the existing contract with RoofRx. I texted RoofRx on May 12 and reiterated that we would proceed with the previous scope of work and estimate for $4,444 plus a reasonable estimate for plywood in only that area. The only response I received was a text saying: Okay, sounds good. Thank you, have a nice day!Then we received the next change order that nearly doubled the price to more than $8,000. We never agreed to that change order.We had been patient with scheduling delays since January. While waiting, a worker brought a tarp at my request. We appreciated that.For this reason, we remained willing to have RoofRx complete the work that was agreed to earlier. That work was never done and RoofRx must refund our deposit of $444.46. Thanks

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company over 2 years put in a new roof and has been trying to "patch" their job ever since. The manager ****** told me over 10 times that he would make sure it was good or they might need to change the roof. This company pours a rubberized liquid as a roof product. I have learned this is not a good product for a roof. Then the owner comes to my home and tells me how the problem is the product and is trying to reach them. He then writes me an email stating he would not honor my warranty anymore. His reason are beyond ridiculous. They wasted two years of my time coming to try and fix a roof that was supposed to be new. Stay far away from these people, and now I am forced to use my attorney. They do not care that it is rainy season and they did not do their jobs correctly and they tried to repair it and now are walking away.

  

  Business response

  03/13/2023

  
   *****,
   
  After careful review of all documentation regarding the current condition of your roof, including your own admission and numerous photos we denied your Warranty Claim based on the following factors:
   
  1 It is evident that you chose to paint your roof system blue, after the completion of our work and over the top of the roof coating that we originally installed, which voided your warranty.
   
  Warranty shall be deemed null and void if roofing system is disturbed by sources other than Roof Rx.
   
  2 The roof system was damaged by individuals other than Roof Rx, by foot traffic and negligence of others.

  
  This warranty does not cover damage from foot traffic, or Damage caused by negligence of others.
   
  Roof Rx cannot be liable for your decision to disrupt your roof system by painting your roof blue after the completion of our work and the ensuing damaged to the roof coating resulting from work to your roof subsequent to our completion of your Home Improvement contract. 
   
  Please note that we at Roof Rx strive to provide our customers with excellent service and the highest quality of workmanship and, in order to do so, we take these matters very seriously and have completed an exhaustive and thorough review of all documentation that we have gathered since the initiation of your claim.  This decision was not taken lightly.  Please direct any questions and/or concerns you may have regarding this matter to me in writing.
   
   
  Kind regards, 
   
  ***************************

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In **** I hired RoofRX to work on my roof. They did a good job. I have additional work that needs to be done. I have tried contacting them by telephone. The voice on the phone says to give your email address. I have done everything they have asked. They will not answer their phone or my email. You can not leave a message on the their voice mail. I want them to respond to my email or call me. I am very surprised at how poor the customer service is. Thank you

  

  Business response

  06/10/2022

  Tell us why here...We've emailed this customer with the following message:

   

  WE've emailed this client with the following message:

  We've emailed this customer with the following message: Hello *****,
  
  We are sorry you have had difficulty reaching us. We are entirely a remote work organization now, and We are happy to assist you.
  
  Please reply to this email, live chat with us at WWW.roofrx.com, or text us at: ************,anytime between 8:00 AM and 5:00 PM Monday through Friday.
  
  We are on calls with clients through out our working hours, however we do phone calls by appointment.
  
  You can use this link to schedule a call with one of our associates.
  
  https://calendly.com/shall-27
  
  We look forward to hearing from you.
  
  Thank you,
  
  Roof Rx

*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. ↩