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:09/05/2023

  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 had a new metal roof installed a few days prior to *** making landfall in our area. We received a bad install. The installers installed dented metal sheets, we have excessive oil canning, and loud popping, clanging noises coming from our attic during the heat of the day. We have been in contact with the contractor numerous times. It's been eleven months, and the contractor has not corrected these issues as of yet. Thank you for your attention to this matter.

  

  Business Response

  Date: 09/25/2023

  We would like to first off, offer a Sincere apology to the Velon's. It would be easy to blame problems on the storm, however, I, *************************, just spoke to one of our Senior Project Managers, ***** *******, and he informed me that there were, in fact some dents and scratches on some panels prior to the Hurricane (***).

  In business, just like as in life, you come across some good people and some not so good people. When interviewing a new crew, naturally they are on their best behavior. We ask for photos of their prior work , we check their references, we run background checks, ect. But sometimes, you wont know the quality or the character of that crew until they perform. Regrettably, we had to terminate this particular installation crew. Now, as to why it took so long to tend to this matter, at this moment in time, I am still investigating. I mentioned earlier, that I do not want to hide behind the storm. However, things were SO chaotic for so long (Many Months) after the storm. Our headquarter office took tremendous damage. We had no power for weeks. Our communication systems were down and nearly destroyed, Our computer files were corrupted and unattainable, our phone systems were not working properly, we suffered major flooding. It was and has been a very trying time. I had just read an article about roofing, and it made a point that resonated with me...It said that you would think that a roofing company can benefit greatly financially from a major storm but in most cases it can be financially devastating and even put you under. When you do not have proper billing/invoicing and collecting methods while you are receiving work requests like a deli at lunchtime, you are paying everyone...Your material suppliers, your employees, your workers comp, your vehicle and equipment expenses, fuel, credit cards and on and on it goes. It does not take long to find yourself in trouble unless you have stable and capable people to keep you afloat.

  I apologize for being so long winded. Prior to my knowledge of this complaint, our Senior PM, ************** went to this job address over the weekend and identified the panels that need to be replaced. This is on schedule for next Tuesday or Wednesday (weather permitting) 10/03 or 10/04.

  So sorry for the communication problems folks. Again, my name is *************************, they gave me the fancy title of C.F.O. I believe in communication and FOLLOW THROUGH. I will be contacting you with my direct cell number. 

  We are a local business that is strongly committed to this community. I will be in touch within 30 minutes of this Post.

  Thank you for your understanding and your patience. We are going to make this right for you so that you are happy and confident with Galloway Roofing. We wear our shirts proudly and drive lettered vehicles. We do not plan on hanging our heads.

  Thanks again.

• Initial Complaint

  Date:03/24/2023

  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.

  I hired Galloway Roofing LLC to replace my roof after damage from hurricane ***. I had a signed contract and they came and did a pre installation inspection. At that time I discussed what repairs needed done and a couple other add ons. They had a crew come and do the work. In the process they damaged my irrigation system, solar house lights, and completely destroyed my gutters and downspouts. They did not address an issue with the truss on the North side of home which they assured me would be fixed before they started putting the roof on. I also discussed with the job supervisor during the pre walk through about adding 2 solar roof vent fans and he told me they would cost about $400 each ,and I said ok I wanted that. They were never done.I also had a classic car in my garage that just had a new convertible top and detailing done. It was covered in roofing materials, nails, and other debris. I had to clean and carefully spray the debris from the car.They sent me an invoice via mail and email.I responded Tue, Feb 7, 12:06?PM *****, I'll be happy to pay the invoice as soon as you repair the damages your crew caused to my property. I sent pictures and descriptions of the issues and have had no response. I have called, text, emailed, stopped at the office in person, and had my attorneys send them a letter (below) on March 9, 2023 Therefore, based on the foregoing, demand is hereby made of you to credit ************ for repairs in the amount of $2,562.78.00 towards the $21,325.00 he contractually owes you toward the completion of the job. Therefore, please send him a final contractors affidavit reflecting the up-dated sum of $18,762.22, which he will pay you within ten (10) days of his receipt Still no response from Galloway.

  

  Business Response

  Date: 04/11/2023

  My name is ************************* with Galloway Roofing. This post is in response to a complaint regarding different matters regarding the job for ************. I have had the opportunity to connect with ************ via telephone. I did explain that that we do a "Pre-Walk" before we put any of our workers on the roof. During the "Pre-Walk", we document existing damages with photographs. The long and short of it is that Galloway and the homeowner have come to an amicable agreement and have both agreed to not resolve this in a public forum. We were both right in some cases and have accepted responsibility in others. The main point being, that when reasonable people come together and calmy discuss the issue, a reasonable solution is normally accomplished. We have had some issues with our communication systems and now both ************ and myself have each other's direct cell phone numbers. This issue is being resolved to both parties satisfaction. 

  Thank you BBB for bringing us together!

  Customer Answer

  Date: 04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  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.

  Oct. 3, 2022, after Hurricane ***, one of the roofs Galloway put on July 4, 2022, tore off and was hanging over our entrance door & couldn't get in. So we told Galloway Roofing hoping they could help with moving the roof that came off so we could get in. said they'd put us on their schedule. we asked about a new roof seeing theirs blew off and we just got it. They said they only guarantee up to 120mph winds and not 140 mph. Chance Galloway recommended tarping it so we told them the approximate measurements and want this too. Oct. 4, Galloway came out and put a black under linemant on the addition that blew off. Then instead of tarping like they said they would, they put tar on holes and other spots on the roof. On Oct. 6, we informed ****** that they only put tar on the roof and didn't tarp and ***** was surprised as well. We asked for a tarp and were concerned that we were going to get leeking . We also explained that the roof on there under the one that blew off was from the 1960's and very bad. Oct. 7th called for tarp on because rain was expect. Oct. 8th, They sent a team who put a tarp on but it wasn't big enough so they duck taped another tarp to it. they didn't have a big enough tarp so only tarped half our roof. Oct. 16th, after a bigger rain, we called and said we had a lot of leaking on the side they covered and on the uncovered side and we didn't feel the tarps were secure using duck tape and not covering the whole roof. We had to pay a cleaning person to clean up all the water damage. Oct. 18th, I signed a document approving the tarping and the cost. Oct. 18th, ***** from Galloway tarped our whole roof and sent pictures. But he told us in a text he ran out of nails so it wasn't finished and that he would send some guys out to finish. Oct. 20, ***** said he finished with the nails and secured it.Nov. 10, we texted Chance, still getting leaking in one of the bedrooms. He said that it was a temporary seal and not guaranteed. He said he wanted me to pay the invoice 1st and then he would send a team out to resecure it. I told him I would be happy to pay but I wanted it to be secure first seeing we were getting more leaking and damage which is why we put the tarp on in the 1st place. Nov. 10, we received an invoice emailed which said to pay by Nov. 1st. We didn't receive any other invoices before this. Then we were told to talk to ******'s father.Nov. 12 - he said he wanted to help us and to hang in there. On Nov. 18th I sent a text to him. Then we were told to talk to ***** Galloway. Up to this point each person we have dealt with has tried to be helpful and respectful. I messaged ***** what had all happened and that we were just wanting the tarp to be secured better in the area that was still leaking. They were asking for us to pay $2600 for a tarp that wasn't protecting our house. Nov. 18th, I called ***** and tried to explain our situation and got about ************************************************************************** to court and put a lean on my house. And never let me say anything and hung up on me. I felt this was handled in a very unprofessional manner and no reason to not try to solve this peacefully. The area of leaking was small maybe 4x4 and might take them 30 minutes to secure. I had no intention of not paying my bill. I just wanted the tarp to protect my house before paying for it as it was suppose to do. I didn't feel this was too much to ask. We appreciated them being responsive and tarping our roof, we know they are busy with a lot of people. I felt like the guys we dealt with at Galloway were kind and respectful and helpful. But this lady was rude and didn't care if our house was getting damaged only about getting her money and telling me to not buy a home in ******* where there are hurricanes. This was totally uncalled for. If they'd take care of the problem I would pay that day they secure the tarp. Please let us know if you are able to help. Thanks.

  

  Business Response

  Date: 01/23/2023

  Hello,

  In response to *****'s complaint, as the owner of Galloway Roofing, it's regrettable to hear the lack of understanding from her end.

  We had installed a new roof system to her mobile home in April of this year. Unfortunately, we were hit with hurricane *** with sustained winds of 176 MPH here in *************************** county. As we all know, our community suffered major losses from this catastrophic storm. Our family and employees are all local residents and none of us had running water for **** days, we had no power for ***** days, and when we came back to work on Oct 3rd, we had no internet or operating phone systems for 7 days. Our own homes were damaged and there was a line around the corner of customers begging for help with temporary tarps and repairs. Very stressful times for us all.

  ***** expected us to replace the roof system at our expense. We explained that no residential rolled roof system is warrantied under CAT 4 conditions. ***** then asked if we could provide an emergency temporary tarp, which we were able to complete within a week. She called us to come out and fix the tarp a few times, which we did, but unfortunately again, 4 weeks later, we were hit with tropical *********************** and ***** had us back out to make repairs again without paying us for the work completed.

  As a business person, having already paid for the labor, materials, the fuel we had shipped in from the east coast, Liability insurances, and Workers Compensation I expect to be paid. Now, we have ***** demanding multiple return visits without having paid for her already outstanding invoices. At some point, you have to put your foot down so that you are not being taken advantage of by a strong personality.

  Our company, Galloway Roofing, has been a very steady pillar of our community in my opinion. We make multiple donations every year to programs for the kids. We donate labor, material and resources to "Habitat For Humanity" to help low income families enjoy home ownership. We donate our time for "Adopt A Highway" programs where myself, my wife, our kids and their friends all help pick up trash on various Saturday's throughout the year. I'm not running for Mayor here, but I cannot provide miracles where they do not exist. We are a local and darn good roofing company with a great reputation. We will not, unfortunately, be able to satisfy 100% of our clients, 100% of the time. No one can. We are more than happy to bend over backwards for our friends and neighbors in need of our services who are most often reasonable and understanding. We are not just some phone number to call to make all problems go away (although, we do just that very often), but we are also members of this community that are going through the same problems and frustrations as everyone else.

  Thank you for taking the time to read this response and I sincerely hope that you all can understand and relate to our position...especially the author of the complaint.

  Take care and God Bless~

   

   

  Customer Answer

  Date: 01/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:  This has nothing to do with my complaint.  I never expected my roof replaced when I found out no body warrantied after *******  The complaint was that they expected me to pay for a tarp they put on that was still leaking water into my home and refused to fix the tarp.  And they used boards with metal and nails to hold the tarp in place from the ground across the street!! It caused many holes and they would not come out.  My property got damaged from their negligence.  This is very unprofessional.
  
  Sincerely,
  
  ***********************