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:08/15/2024

  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.

  Future replaced our entire roof in late 2019. One part of the roof started leaking damaging inside living area at the first rain. We called Future roof to come out and fix the roof. They came out but the leak kept coming and to this date the leak is still there damaging our property. We have called, send texts, pictures and videos of the leak to ****, the owner of Future roof number of times. He has been dragging his feet to fix the problem. Few times he showed up himself with a caulking gun but the problem still remains. The problem seems to be with the flashing or their workmanship. Earlier this year, **** came out and tested the leak with water hose. The roof started leaking inside in front of his eyes. He promised to bring his roofer and said maybe they have to change some shingles and or flashing. But he showed up himself with a caulking gun and did some patchwork. Of course, the leak happened again since it was not fixed right. We have been trying to contact him but now he will not respond. I an appalled that first they do poor workmanship and then try to get away with it. We have shown extreme patience in this process and just want the roof to be fixed right but seems like the promise of best customer service shown on their website is totally false.Also, I have a 10 Yr labor warranty that Future Roof provided with the contract that I signed on 8/19. The roof was replaced 12/19.

  Business Response

  Date: 08/16/2024

  Yes we have replaced the roof on 2019 and when homeowner requested for us to come by, we did and fixed the area and told the homeowner that the damage appeared due to the previous storm that happened . The warranty is not covering the new damages that caused by storm. But we fixed it anyway. and after few months it happened again. we went back and explain again that we can't fix this problem because the warranty dose not cover... I wish we could help.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22147439
  
  I am rejecting this response because: These are not the facts-this is another attempt by the business to give a different excuse like every time. The problem is that the shingles/flashing  at this particular area was not installed properly to begin with and it has been leaking at the same spot since they install the roof. The business is very well aware of this and just do not want to fix it right the first time. Yes, the owner came by few times himself (without any worker/professional) and did some caulking but at the next rain, the leak happens at the same spot. Not sure what the warranty covers then- that there will not be rain ever after Future installs any new roof !

  Fast forward to February of 2024-

  Feb 2- the owner came with a water hose saw and confirmed that the leak is coming from the same area

  Feb 11-Owner said he has ordered shingles/flashing and will bring his roofer to fix the area permanently 

  Feb 15-Owner said they will come tomorrow to fix everything.

  Feb 16-Owner came by himself (without his roofer) and did some caulking.

  Feb 28- we informed owner again as the area in question leaked again and send pictures of the leak, he texted us that he will see what he can do but we have not heard from him since.

  My request to the business is to stop these excuses, take responsibility and fix the area in question professionally  (should not be hard for someone claiming to be one of the best roofer in town) to save both us time and expense.
  

  To the business-due to yesterdays rain, there was a leak with water coming inside the house on our hardwood floors at the same spot/area, the business is trying to fix.

   

   

   

   

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  Just to be clear the dates that homeowner said we went there is after 3 years of new roof installations and after few hard storm the problem Occurred.Under the warranties we are only responsible for bluster and nail pop. not when the new storm damages the shingles. we went plenty of times to make the homeowner understand the process. but it seams that the homeowner have no clue of what we are saying.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22147439
  
  I am rejecting this response because:It is the same run around not worthy of good business practice. Seems like they are trying to avoid correcting the problem that started when they replaced the roof. The timeline we mentioned in our previous email is the most recent interaction with the business owner. But to be clear, they have attempted to fix the problem beginning right after we brought to their attention the issue which started in 2019 and is still going on. 
  So, why are you giving 10 yr warranty? I do not see where it says that it covers nail pops only? I have never seen that a roofer install a new roof and the warranty does not cover rain leaks and call yourself one of the best roofers in town. There is nothing wrong with the material. It is how you did the installation in the first place. I am not a roofer but seems like the flashing where the leak comes from needs to be reinstalled in a professional manner. Only caulking is not a solution. 

  I understand, mistake happen in the installation process but you had the opportunity to make it right and still have the opportunity to take care of the problem for good.
  

   

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/29/2024

  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.

  I hope this message finds you well. I am reaching out for assistance in resolving a significant issue I am facing with Future Roof and Restoration regarding a warranty claim on my home's roof. Despite my numerous attempts to get the situation addressed, the company has been unresponsive and dismissive, leading me to seek your intervention.Several weeks ago, I noticed a leak in my roof, which is covered under a warranty provided by Future Roof and Restoration. Since then, I have made repeated efforts for the company to have someone come out and evaluate the problem. Each time I was assured that a representative would visit my home, but no one has ever shown up. This pattern of broken promises has continued despite my persistent efforts through emails, texts, and phone calls.The situation has only worsened as the leak has caused issues in multiple areas of my home. I have expressed my concerns to the company repeatedly, emphasizing the urgency of the matter, but my pleas have gone unanswered. The manager even dismissed my claim, suggesting my warranty could not possibly last as long as I claimed. I provided him a picture to the terms of my contract, yet there was still no response or action taken.In addition, I have attempted to visit their physical office multiple times during their listed business hours, only to find the office closed. The failure of Future Roof and Restoration to honor their warranty and address this urgent issue has left me with no choice but to file this claim with the Better Business Bureau. Given the severity of the situation, I will probably have to seek assistance from another company to resolve the growing issue, as I cannot continue to wait indefinitely.This situation has caused me significant stress and inconvenience, and I believe it is crucial for Future Roof and Restoration to be held accountable for their commitments. Your intervention would be greatly appreciated in facilitating a resolution to this matter.

  Business Response

  Date: 08/19/2024

  We have this roof on 2017 and now is 2024. there were several hard storm came through that cause a lot of damages on the shingles. we explain to the homeowner that the damages are caused by storm and it is not covert by the warranties. the warranty only covers the blustering and nail pop. we suggest that if sudden accidental occurred on your home, immediately call your insurance company because they are the ones who should pay for the sudden accidental.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22058641
   
  

  Dear Better Business Bureau,

  
  I am writing in response to the recent communication from Future Roof and Restoration regarding my original complaint. The company's statement that the damages to my roof were caused by storms and are not covered under the warranty is absolutely untrue and a blatant misrepresentation of the facts.

  
  Firstly, as clearly outlined in my warranty documents, my roof is covered by a 7 year warranty on the workmanships which explicitly includes workmanship for steep slopes. The companys assertion that the warranty only covers blistering and nail pops is absolutely incorrect.

  Furthermore, the claim that the damages were caused by storms is entirely unfounded. On multiple occasions, the company promised to send someone out to evaluate the roof, but no one ever showed up. How can they determine that storms were the cause of the damage without even inspecting the roof? This makes their claim not only baseless but also a clear attempt to avoid honoring the warranty.

  The company also never advised that I should contact my insurance company for storm-related damages. This information was never provided to me during our previous communications, and it appears to be a last-minute attempt to deflect responsibility.

  
  It is frustrating and disappointing that Future Roof and Restoration has failed to uphold their contractual obligations and has instead tried to shift the blame onto external factors without any proper evaluation or evidence. Their lack of accountability and refusal to address the issue has left me with no choice but to seek assistance from another company, as the situation continued to worsen.

  
  I kindly request the Better Business Bureaus assistance in holding Future Roof and Restoration accountable for their commitments and ensuring that they fulfill their obligations under the warranty. I have provided all relevant documentation to support my claim and would appreciate your intervention in resolving this matter.
  

  Thank you for your continued attention and support.
  

  Sincerely,
  
  *******************************

  Business Response

  Date: 08/24/2024

  If you like to understand the warranty you should do some research before blaming Future Roof and Restoration. when a new storm comes through, it will automatically voids the warranty... There for you need to call your Insurance provider to come out and assess the damages that done by the storm.