Complaints
This profile includes complaints for Neal Roofing and Waterproofing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:02/24/2025
Type: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.
This issue has been ongoing since last year. I paid $53,000 for a new cement tile roof replacement. The company did flawed, subpar work. Only because I physically went up on the roof to check did they try and fix all the issues.Every single time they tried to repair an issue they created another. Had I been someone unable to look the roof would have stayed damaged.. Over 200 tiles were replaced and theres still more to fix. They also stained my driveway and crushed my bushes
Business Response
Date: 03/21/2025
Mr. ****** has presented significant challenges as a client from the outset, particularly with regard to property access and consistent communication. Despite multiple efforts to address his concerns in a timely and professional manner, our attempts to access the site for assessment and resolution were repeatedly hindered, either by being denied entry at the gate or by a lack of response to calls and messages. These delays substantially impacted our ability to promptly address and resolve his complaints.
**** Roofing successfully passed all required inspections conducted by the municipality, including the final inspection. Subsequent to this, Mr. ****** raised concerns about broken tiles. Although he acknowledged that both he and third parties had accessed the roof after the final inspection, we nevertheless replaced the damaged tiles with new ones as soon as we were granted access to the property.
In reference to the issue of damaged bushes, this matter had previously been addressed and mutually acknowledged as resolved, as **** Roofing applied a substantial credit to Mr. ******* final invoice to account for any necessary landscaping repairs. As for the reported oil stains, they were minimal and were promptly cleaned.
Despite our continued efforts to establish communication and maintain a cooperative resolution process, Mr. ****** has remained unresponsive. At this time, there are no unresolved issues or outstanding complaints that have not been addressed by **** Roofing in good faith.Customer Answer
Date: 04/02/2025
Complaint: 22982176
I am rejecting this response because:**** Roofing has always been given access to the property when I was home. Unfortunately they try to when Im not. As for lack of response I spoke with so many people it would take a page to list. How does a roof pass inspection if no one physically comes to check ? Its quite easy to take photos that look good. The roof was leaking after the underlayment was installed- this is supposed to be the water barrier. The insulation got wet and they left the dryer vent hanging unsecured. In regards to other parties on the roof , I didnt notice anyone gluing tiles but **** Roofing. The brushes and stains were only resolved on their side. They credited me a few dollars, NOT a substantial amount as they worded it and then said take care of it yourself we dont want to be responsible . Most issues were resolved over a long period of time. That proves that there were issues. How does a company install a $53,000 roof and then have to replace over 200 tiles ? Would you expect to purchase a new car and have to get it fixed over and over again ? Theres a Lemon Law for that. **** Roofing did a substandard job. They continue to put the blame on others when in fact its all their fault.
Sincerely,
****** ******Business Response
Date: 04/25/2025
**** Roofing remains committed to delivering quality workmanship and superior customer service, as demonstrated throughout our extensive interactions and efforts with Mr. ***************** is important to clarify that **** Roofing has consistently adhered to our contractual obligations, promptly addressing all concerns presented.
Regarding property access, **** Roofing attempted multiple visits to accommodate Mr. ******** schedule. On numerous occasions, however, access was either explicitly denied or Mr. ****** was unavailable, causing unavoidable delays. Despite these logistical challenges, we consistently and diligently followed up to address every concern raised.
Mr. ****** references ongoing tile replacements; however, it's vital to emphasize that the tiles replaced post-installation were done as a gesture of good faith and customer satisfaction, even though it was confirmed that others had accessed the roof after our final inspection with the municipality.
Concerning landscaping and driveway staining, **** Roofing proactively provided a monetary credit, which was mutually agreed upon at the time. The description of the credited amount as minimal is subjective; however, the agreed credit accurately reflected the fair market value for addressing the landscaping and minor driveway cleaning.
Our detailed project records indicate all legitimate issues were addressed comprehensively and timely, demonstrating **** Roofing's unwavering commitment to customer satisfaction. The sustained effort, financial accommodations, and proactive engagement clearly illustrate our good-faith actions throughout this process.
**** Roofing has fulfilled all contractual obligations, extended fair compensation, and acted in good faith consistently. Consequently, we believe this complaint lacks validity and respectfully request its dismissal by the BBB.Customer Answer
Date: 04/26/2025
Complaint: 22982176
I am rejecting this response because: The work done to my roof was not done properly. Had I not inspected the roof it would not have been fixed. How does a roof pass inspection if it leaked when the underlayment was installed NO ONE even came to the house to look at it and over 200 tiles needed replacement ? How would you like to buy a brand new car and when you pick it up its full of dents and scratches and they tell you well fix it. I would not except that. I should not have to be satisfied with a new roof that had to be repaired.
Sincerely,
****** ******
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