Complaints
This profile includes complaints for RoofClaim's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/24/2024
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 company contacts me REPEATEDLY from varying numbers asking for different people. It has become beyond disruptive to my work day.
Business Response
Date: 05/28/2024
We apologize for any inconvenience our calls may have caused. After reviewing our records, we found that we have never performed services for you. To ensure your peace and privacy, we have added your contact information to our 'Do Not Call' and 'Do ********* Services' lists. If you have any further concerns please reach out to us at ************. Thank you, and again we apologize for the inconvenience.Initial Complaint
Date:04/17/2024
Type: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.
Contacted Roofclaim in Feb. 2024 regarding a roof leak. Was offered a free roof inspection and solicited a new roof (vs addressing leak only) that would be covered by my Home Ins provider. Provider conducting an inspection and rejected the claim due to not meeting peril insured against. ********* stated I withdrew my claim and billed for the inspection 3/25/24. I disputed the billing 3/28/24 as the claim was rejected not withdrawn. Possible intentional tactic to phrase an claim result to support billing in lieu of additional services to . After multiple calls was advised by ************** at Roofclaim to provide a copy of the rejection notice and did so 4/4/24. As of 4/17/14 I have not gotten a response to my billing dispute.Business Response
Date: 04/19/2024
*******, we are very sorry that we have not be able to get in touch with you. Our team has made multiple attempts via phone and email to contact you and inform you that you do not owe RoofClaim anything. The document you provided on 4/4 prompted our team to close your file, and we show that there is no remaining balance on your account. I apologize for any outstanding invoices that you may have received in error and we will be sending you a new statement showing a zero ($0) dollar balance. If you would like to contact our team to discuss this further please do not hesitate to do so. Thank you and we look forward to speaking with you.Customer Answer
Date: 04/19/2024
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.
Sincerely,
***************************Initial Complaint
Date:01/22/2024
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.
On 6/2/2020 I entered into a contract with RoofClaim.com to replace my roof through a ******************** Claim. The roof replacement started in October of 2020 and was supposed to take 1-2 weeks, unfortunately that was not the case and it took over 2 months for RoofClaim to replace my roof. I was going from an architectural shingle roof to a standing seam metal roof. Roofclaim barely communicated with me during the roof replacement and at times were *** and did not provide me with any reason as to why they stopped working on my roof. During the replacement I noticed they were placing flashing overtop my window casing (I have not seen anything like this before on a metal roof) and told them that was unacceptable as that would create an issue when I have my windows replaced. Unfortunately, the project manager and crew doing the work did not address my concerns and continued to install flashing over 8 window casing on the second floor of my home after I told them that was not approved by me the customer.Because of negative experience with Roofclaim and the Covid pandemic I did not pursue my window replacement i n2020/2021 and put it on hold. Now that ***** has easied up and building materials have gone down I started getting quotes on windows, so I can get them replaced the 1st half of **** only to be told by the Window vendors that the flashing over the window casings is an issue and will hinder the proper installation of replacement windows and that I would need to have a roofing company remove. Unfortunately for me I already new this was going to be an issue that I tried to avoid 4 years ago with no luck.I have reached out to Roofclaim and they are unwilling to work with me and have told me that they will not remove the flashing, that I would need to hire a contractor to do the work. I should not have to pay for another company to modify my roof, when I tried to get this done during my initial roof replacement, but I was ignored.Business Response
Date: 01/26/2024
******* reached out to RoofClaim about his concern for the flashing. We sent a contractor out to his house to inspect the issues he is claiming to have. The house was flashed to code and inspected by the customer's municipality inspectors at the time of installation. We have sent a contractor to the homeowner's house and the contractor has stated that the current flashing is not failing and is in good condition. The contractor stated that the homeowner is looking to install new windows that are larger than the current windows installed on the house. Even if the warranty had not expired in December of 2022 it does not cover modifications, and therefore we, unfortunately, will not be able to help this homeowner.
We have spoken with ******* and have tried to explain this to him at length. We strive to go above and beyond for our customers and we want all of our customers to be completely satisfied with our service. It is unfortunate that we cannot come to a conclusion.Initial Complaint
Date:08/17/2023
Type: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.
My roof was installed by roofclaim in 2018, So, when I got a message from RoofClaim for an inspection to monitor the rook I scheduled it for August 15, 2023. On that day, a RoofClaim representative (**** i think) came by and told me he will check the roof. I told him he can check and was working waiting for him to provide a review. He comes down (after 1 hour 30 minutes) and informs me several locations have damage. The damages look weird and I did not notice these before. He offered me to request a roof replacement with my insurance. I told him, the roof was installed only 5 years ago by Roof Claim. He seemed shocked that the roof was installed by his company [he acknowledged he wasn't told that]. I told him if I have to replace a roof in 5 years, I will defiantly not go with them. He responded, that makes sense and left. Then, worried about the damage I called roofing repairs companies. One contractor came by and inspected the roof and told me, the damage to the shingles are not from wind/hail; these were damages inflicted by the roof inspector. He showed me several shingles that were manually torn by the RoofClaim employee - to convince me to replace the roof. I immediately called the scheduler at Roof Claim (*******) and communicated the problem. Over the last 3 days I reached out multiple times and he is only offering vague answers without addressing my issues. This is a very deceptive way to gain Roofing business and I hope these companies are held accountable for their actions. I am now having the roof repaired by a company and its costing me $650. Not to mention, the stress of being shown a damaged roof that can leak and having to wait for the repairs to be made. Basically RoofClaim damaged a good roof and caused me financial and time loss. Note: The damages to my roof are documented in the RoofClaim employee phone shown to me. So, RoofClaim has all the photos in their systemCustomer Answer
Date: 09/07/2023
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. I am writing to inform you that Complaint ID: ******** was resolved by RoofClaim directly with me. So, I request that BBB update my issues as resolved.
Sincerely,
************Initial Complaint
Date:04/12/2023
Type: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 have dissatisfaction with roofclaim.com I had multiple requests for someone to come back after they installed my roof because I have concerns.I was called very quickly in a matter of 30seconds "combative and yelling" by their representative ****** when I called to ask for someone to come back.When I reported those concerns to the company website, their CEO stated that because of my behavior they will speak only to my legal representative who should be contacting their legal team.I did get a roof inspector who identifies 2 areas as FAIL.to date no-one has called me back from the business to discuss plan of actionBusiness Response
Date: 12/04/2023
We here at Roofclaim.com take customer concerns very seriously. We ask that this consumer calls us directly at ************ and ask for our customer service department. We would like to make sure that we properly address this concern and do whatever we can to try to resolve this issue.Customer Answer
Date: 12/04/2023
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:12/12/2022
Type: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.
The original Roofclaim contracted work was unsatisfactory, incomplete and not best business practices.Contacted over 5 month period and Roofclaim has not returned calls or emails after giving 5 opportunities to complete the work to best business and industry standards.We paid half the money before work began and do not trust Roofclaim after 5 times returning, to include fixing the leaky roof Roofclaim installed and the burden and hardship we should get a refund to have a qualified contractor do the roof project.Business Response
Date: 12/04/2023
We here at Roofclaim.com take customer concerns very seriously. We ask that this consumer calls us directly at ************ and ask for our customer service department. We would like to make sure that we properly address this concern and do whatever we can to try to resolve this issue.Customer Answer
Date: 12/07/2023
Complaint: 18564467
I am rejecting this response because we have tried to work with them since July 20, 2022 when they left our home with defects after defects visible from the ground. We have spend thousands of dollars to hire an attorney after being ignored and pleading and giving them numerous opportunities on multiple occasions to correct the defects and give us the roof we were promised. They can contact us if they want to make this right by letting us get the roof we were promised.
Sincerely,
*********************************Business Response
Date: 12/15/2023
After reviewing the file with our team, it's clear that we made countless efforts to address this consumer's issues. We installed and addressed all issues at time of installation. Unfortunately, the consumer's requests and demands were beyond the scope of the contract and after the work was done. Roofclaim.com stands by our work and went above and beyond to try to satisfy this consumer's concerns. Sadly, no matter what we did to resolve this issue, the consumer could never be satisfied. The consumer is demanding a refund but doesn't state the issues that need to be addressed. Not sure what else we can do at this point.Initial Complaint
Date:04/17/2022
Type: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 had my roof replaced by roofclaim.com in July, 2021. My order/account number is ******. On March 23, 2022 I contacted the representative (*************************) that had sold me the roof and was my point of contact. He told me I had waited too long and surely I should understand that 8 months was way beyond the time frame where they would do any repairs. On March 31; 2022 I contacted roofclaim.com via their website and was called back the next day by one of their representatives. I sent the pictures to them and they indicated they would get back to me. I reached out to them again on April 11; 2022 and I have heard nothing since. It appears that a plastic/vinyl flashing or connector was installed and it failed. I dont know if it failed because it was not one continuous piece or if it failed because the adhesive was defective or if it failed due to improper installation. I find it hard to believe they are unwilling to stand behind their work. I dont think it is unreasonable to expect additional repairs would be necessary on my roof less than a year after replacement.Business Response
Date: 04/18/2022
Ms. O'dell,
I'm sorry to hear that you are having an issue. You are correct that you are under warranty; I apologize that you were told misinformation. At RoofClaim.com we absolutely stand by our work and will be addressing the flashing concern. You will be receiving a call within the next **** days to schedule a time that works best for you.
Again, we apologize for any confusion and look forward to making this right.
Customer Answer
Date: 04/18/2022
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. I received a text indicating someone would come out. Im not prepared to close the complaint until the problem is resolved.
Sincerely,
******* O'dell, P.e.
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