ComplaintsforRoof Commander

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased roof replacement from Roof Commander in April of 2023 followinf ***. We are very pleased with the quality of the product and work. The written warranty includes 5 years of annual inspections and necessary repairs, I have attempted to to contact Roof Commander to trigger the first inspection. The website states "Permanently Closed", phone calls are to disconnected numbers or ring and disconnect, emails are dead ends. Obvious conclusion is they have closed shops but are hints that there are contact points for warranty work. Owner info shows on line but does not respond to messages. Want to trigger warranty.

  Business response

  06/26/2024

  We regret to inform you that as of January 1, 2024, Roof Commander has ceased operations. Consequently, we are unable to complete any scheduled annual inspections. We sincerely apologize for any inconvenience this may cause you.
  
  We recommend contacting another reputable local roofing contractor to perform the necessary inspection of your roof.
  
  We are grateful for the support of all our customers throughout the years.
  
  Respectfully,
  
  Roof Commander, Inc.

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while not satisfying my warranty needs, is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roof Commander replaced my residential roof in March 2021. With roof replacement comes three Roof Pledge Guarantee inspections, one annually for the three years covering the labor warranty. Out of these 17 point inspections I was being provided a completed report/checklist of everything that was inspected and its condition along with pictures. Please see the 2022 inspection report for all the particulars. I met the inspector at the time of the inspection and the 2022 and 2023 inspections were done with complete satisfaction. I also received my checklist of things inspected and condition and pics, at least the first year I got pics. No pics year two. The 2024 inspection was only done on the outside roof for some reason so the entire checklist will not be able to be completed. A different inspector from the previous two years was here. I was also not available to meet with the ******************************************************************************************** after 30+ years of roofing he knew what to look for. The 2024 inspection was performed on Jan 19, 2024. On Feb 6, 2024, I called and asked about receiving the completed inspection checklist and supporting pics. The lady told me the roof was inspected and everything was ok BUT she would have to wait until the owner of Roof Commander came back from being off to get me the checklist. I waited two weeks and after receiving nothing have been trying to call Roof Commander. It seems like the Roof Commander number is no longer working. When I call I get three beeps and the number goes dead. When I had called previously the initial lady answered as Roof Commander but then I was transferred to another lady who answered the phone as SmartPRO. I enquired and was told that they were and had been "rebranding." I asked if Roof Commander customers would be engaged by the new company, SmartPRO Roofing **** which also has a BBB rating. I was transferred to another number but no one ever answered.

  Business response

  03/01/2024

  This report has been previously sent to the homeowner. 

  We will be resending this out again today via email and USPS. 

  Customer response

  03/01/2024

   
  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.

  Who knows why emails are not received these days but I have repeatedly checked my inbox and spam folder for communications from Roof Commander and none were to be found until today. We were able to establish email communications today and the promised info has been received and is adequate. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Full roof was replaced six months ago - work completed in September 2023. We have had leaks in vents and cannot get ahold of anyone to discuss repairs. Both phone numbers are inactive. One on the website ************ and the one listed on Yelp ************. I have called the salesman who I dealt with for him to tell me he no longer works for the company - interesting - why? I would like a phone call or an email for a resolution.

  Business response

  02/27/2024

  Dear *****,

  We apologize for the inconvenience you've experienced with the leaks in your vents following the roof replacement completed in September 2023. We understand the urgency of resolving this matter promptly.
  We received your warranty request and want to assure you that our team is actively working to address the issue. A member of our team will contact you shortly to schedule an inspection to assess the situation and determine the necessary repairs. We understand your frustration and appreciate your patience as we work to resolve this matter to your satisfaction. 

   Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired roof commander to replace my roof they did a very bad job I posted pictures online other roofers even said that it was done wrong you can see screws from road they used wrong supplies for different things on the roof the roof looks horrible they used flashing for fascia I stepped on a nail my mom stepped on a nail I picked up at least ******************************************** five times at least to try to fix the roof and it still looks bad I have roofing supplies sitting in the front yard that they left here I guess to try to fix stuff on it but they still haven't came and fixed it I am highly upset the people online says that I should get their insurance information and file a claim I think their business license should be revoked on the inside of the house where the walls meet the ceiling there are cracks in every single room because they dropped the heavy roofing supplies up on the roof like cars were falling on it was that loud the trim is also crooked

  Business response

  01/17/2023

  Good afternoon Mr. ******************************* want to take this moment to thank you for taking the time to let us know about your experience. 
  
  Replacing a whole roof is a messy job. Knowing this, we do our best to pick up after ourselves, especially when it comes to the safety of others. When replacing thousands of nails, collecting them all with our magnets can be difficult. I apologize for the missed nails. We will work better on this. Thank you for understanding.

  
  Regarding the quality, on Thursday, January 12th, 2023, Roof Commander addressed the issues at **** *******************, **************. At that time, we completely ripped out the existing work performed. The wall flashing area was replaced with a newly fabricated siding/fascia piece during reinstallation. We then ran the new wall flashing behind this forged piece and painted it to match the home. Roof Commander has made several attempts after the roof was loaded, as well as throughout the entire process, to assess the interior drywall of the house but has yet to be successful. We are apologetic that this process was not up to our quality standards and will be placing a $300 credit towards your final invoice.

  Thank you again for your patience and understanding throughout this matter!

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Roof Commander neglected to install caps on the roof ofmy new build house cause a leak when it rains and internal damage to my new home. They also neglected to fix their incompetent work on the same day notified not showing up or responding when called. This is going to cost thousands in repair do to their neglectful work.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/30) */ Good afternoon **** and thank you for your review. I'm sorry to hear you had such a frustrating experience, however, I appreciate you bringing this issue to our attention. Our team at Roof Commander takes pride in our craftsmanship and would never purposefully neglect any aspect of our homeowners' roofs. On Monday, June 20th at 4:55 pm, five minutes before we close, our office received a phone call from your homebuilder regarding three late penetrations found on your roof. We recorded your information, and were told by the homebuilder we would receive an EPO first thing the next morning. That way our team could go out and fix the penetrations. When we opened the next morning on Tuesday, June 21st at 8 am, we noticed we had yet to receive an EPO from the homebuilders. Knowing that it had just rained the night before, we sent out our team to help regardless. We did not receive the EPO until 9:28 am with a message from the homebuilder apologizing and taking responsibility for the delay. (as seen in the 2nd photo attached.) Our team responded (as seen in the 3rd photo attached) and completed the project that day while finding two additional late penetrations the builders missed. Again, I apologize for the frustrating experience and the misunderstanding. Our team at Roof Commander would never intentionally neglect your's or anyone's roof. Please let us know if you have any questions, concerns, or if we can help you with anything else. Thank you again for bringing this to our attention, and have a great day! Consumer Response /* (2000, 7, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩