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Business Profile

Roofing Contractors

Custom Roof Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roofing Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Better Earth replaced the roof thru their subcontractor Custom Roofing and installed Solar. In Nov of 2022 there was some significant rain and the roof leaked causing internal drywall damage Better Earth dispatched people multiple times to inspect and plug the holes they found in the roof.Custom roof came out and did several inspections and communicated with Better Earth.Eventually they said they fixed it and repaired the internal drywall.After more significant rain in January of 2024 the exact same leak occurred.Again better earth dispatched people multiple times and said they fixed it. They havent yet fixed the drywall from January.March ***** significant rain occurred again and the leak got bigger and more rain damage internally within the house. The internal drywall is close to collapsing from the roof inside the house.I have contacted better earth again and am awaiting your response. It is the exact same leak in the exact same area.Prior to Better Earth and Custom Roofing replacing the roof and installing the solar we have had significant rainfall and there were no leaks.As of now we the need the roof repaired or preferably replaced and the solar reinstalled as well as the internal damage and overall inconvenience remedied. This is now extremely critical and I would classify it as an emergency as more damage will occur if not repaired.

    Business Response

    Date: 04/12/2024

    I have no idea why we are included in this complaint. We worked on the roof 3 years ago. A leak was present and we determined that this was not due to our work. We explained that to ****************** and never heard another word back on this. Since we did not hear back from ************, we considered the matter resolved. Its now my understanding that ************ has been attempting to fix the issue for 3 years now but has been unsuccessful to this point. Not once in the past 3 years has ****************** reached out to us on this matter. I have been recently included in an email thread (included by the home owner, not ************) regarding the on going issue. ************ states that they have a roofer involved (Not Custom Roof Company, **** and will be out to address the problem. ************ has not mentioned Custom Roof Company, *** nor has reached out to us in any way throughout the corrispondence. 

Custom Roof Company is NOT a BBB Accredited Business.

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