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:12/10/2024

  Type:Delivery 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 our whole roof replaced in March, 2019 by "ARAC: Roof it Forward", located at ****************************************, Office: ************. In March, 2024, we called for roof leak repair service due to water marks appearing in the master bedroom ceiling. They came to perform some work and told us to report back if the leak issue continued. In September, 2024, the roof leak and water marks reappeared and expanded at the same location of master bedroom ceiling. We contacted them for service again, but this time the company's consultant, ****** M. *********, cell: ************, claimed that our roof is out of warranty and a service charge is needed for this follow-up repair service. We called several more times but received no response as of December, 2024.

  

  Business Response

  Date: 12/20/2024

  Thank you for the opportunity to address your concerns. As we discussed during our onsite meeting, we will be sending you a repair estimate for your review.

• Initial Complaint

  Date:11/26/2024

  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.

  Roof it forward installed a new Roof for us, and cut into our coolant line for our ac unit. This mistake is costing us $11k since we now need a new ac unit and furnace. They came out to inspect the issue and stated they could see where they messed up, but they would not own up to it. Stated it was the houses fault.

  

  Business Response

  Date: 11/28/2024

  Dear ********* *****,

  
  Thank you for sharing your concerns with us. At Roof It Forward, we genuinely value your feedback and are committed to ensuring our work meets high standards.

  We understand your frustration regarding the damage to your A/C line during the roofing installation. Upon review, weve determined that the issue occurred because the A/C line was not installed in compliance with local building codes. According to these codes, all electrical, gas, or A/C lines must be installed at least 1.5 inches away from nailable areas unless protected by a nail protection plate. Unfortunately, the A/C line in question did not meet these requirements.

  The nails used during roofing projects, including this one, are 1 1/4 inches long and penetrate through 1/2-inch decking, as well as the shingle and felt substrate. These specifications follow standard industry practices and do not typically cause issues when systems are installed according to code.

  Additionally, we want to kindly remind you that the Roofer Expectations Agreement you signed specifically states that we cannot be held liable for damages resulting from situations like this. While we deeply regret the inconvenience this has caused, the issue appears to stem from the original installation of the A/C line rather than our roofing work.

  We recommend reaching out to the contractor or company that originally installed your A/C system to address this matter further. However, if you have additional questions or need clarification, please dont hesitate to contact us. We are here to assist in any way we can.

  Thank you for your understanding.

• Initial Complaint

  Date:10/06/2024

  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.

  Purchased a new, 30-year roof. Not just the tiles, but the underside/pressed wood was replaced as it was rotted. Essentially, they replaced every bit of the roof and underside. A leak developed. When I called, the first thing they did is try and sell me a maintenance package for $1000 even though they had no idea what caused the leak (I hope their calls are recorded). Guy comes an inspects, tells me that the wood (THEIR wood) on the underside was rotting a bit. In short, their repair estimate was just under $1000 and doesn't cover the inside repair from the roof. And their salesman **** did not reply to my email questioning the amount as well as my having to pay for repairs on a 30-year roof after only 8 years. Disgraceful.

  

  Business Response

  Date: 10/17/2024

  Mr. ******** thank you for taking the time to write about your experience. 
  
  As you are aware, your roof was replaced in 2016 and included our free standard warranty for workmanship as well as a 50 year limited mfg material warranty. 
  
  Our records show that you opted to turn down the additional cost to upgrade to a 25 year workmanship warranty. I have attached a copy of that contract for your review.
  
  In these situations,we usually offer to do the repair at cost. If you believe the repair was not priced fairly, please call our office and we will try to help with this matter.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22386529
  
  I am rejecting this response because this roof has failed. Or their workmanship failed. Or both. The business appears to be flipping the script, almost blaming me for not spending even more money on extended warranties. The guy who came by said that there is rotted wood. Wood that ARAC put in. Wood does not rot overnight. It's reasonable to think that this roof started failing in the past, with the rotted-wood failure becoming visible a few weeks ago. 

  How does one judge success versus failure? Comparison to peers is one fair way. My neighbors' roofs, older than mine, held-up just fine...no leaks. 

  And what about the damage on the inside, from the leak? **** doesn't feel responsible for that either?

  An eight-year-old roof should perform better. It is difficult to think otherwise.

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

  

  Business Response

  Date: 10/30/2024

  Dear Mr. ******************** you for reaching out and sharing your concerns. I sincerely apologize for the frustration you've experienced regarding your roof and the subsequent leak. Your feedback is invaluable, and I want to address your concerns directly.

  I understand how disheartening it is to face issues with a relatively new roof, especially when it involves additional costs. Our intention in offering the maintenance package was to provide options for ongoing care, not to dismiss the problem at hand.

  As your roof was installed in 2016 (8 years ago), it is currently outside the five-year warranty period. While I know this may be disappointing, our repair bid of just around $950.00 is the best offer we can provide to address the issues youve identified. Through this low price we are trying to meet you in the middle due to your concerns. If this does not meet your expectations, I recommend seeking quotes from other roofing professionals to explore additional options.

  Regarding your comparison to your neighbors' roofs, I appreciate your perspective. We strive for high standards, and is documented in the case for future leaning purposes. Its important to us that you feel confident in the work we provide.
  

  If youd like or after you get other qoutes, I can arrange for a senior technician to revisit your home to discuss the repair further.

  Please let us know how you would like to proceed.

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22386529
  
  I am rejecting this response because there is nothing which this company can share which will change my conclusion that they did sub-standard work on my roof. The original roof lasted 27 years and we never saw any leaks. And this roof fails in eight years...less than one-third of that time. That, plus the fact that my neighbors' roofs all held fine, is telling. And even if they were to repair their poor workmanship, I still have to pay someone else to repair the damage on the interior.

  The lack of empathy and pride in workmanship is a disgrace. ARAC should do the right thing and, at a minimum, repair the roof and replace any supporting pieces which are also damaged.

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

• Initial Complaint

  Date:07/24/2024

  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.

  This company installed a new roof (shingles) on our residence some 10 months ago. We are within the warranty period and requested a roof inspection to investigate leakage under the terms of their warranty. After some 3 weeks of repeated calls, emails and text messages to the company, we have yet to have a date confirmed for a service, roof inspection. This is incredibly poor service and response times given potential for water damage. We are requesting a service inspection forthwith by this company. Roof It Forward, ************************************ Tel ************

  

  Business Response

  Date: 07/24/2024

  We went out today, Wednesday July 24th and found the source of the leak and repaired it.  We will wait hear back from **** after we have some rain showers to make sure everything is still leak free.

• Initial Complaint

  Date:05/29/2024

  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 contracted ARAC Roof It Forward to replace my roof last summer via an insurance claim. Overall they did a good job. There were some things that didn't get done properly. They said they needed to wait till warm weather to make it easier for the repairs. They have been giving me the run around for weeks now and just today I got an e-mail saying that they would not be able to do anything about the issues. I have provided them with pictures and video supporting my claims. They did send a person out who only stayed at my residence about 40 minutes but did not perform the work we had agreed upon. He actually ran screws through my shingles to hold them down to the gutter guards.

  

  Business Response

  Date: 06/13/2024

  We spoke to ************ about 2 things we would help him with.  The first was remeasuring his ventilation to make sure that it was wide enough.  We did this and confirmed that his ventilation is good to go.  The 2nd thing we did was make sure that the gutters guard laid flat which we also completed.  ************ now keeps asking us to remove his gutter guards and is frustrated that we won't do that for no charge.  We were not contracted to remove these gutter guards before the roofing install which is when ************ should have had them removed by a gutter company if he wanted them gone.  We are also not responsible for running any screws through his shingles.  I have attached **************** contract with us that states in our expectations that we are not responsible for gutter guards or anything that might occur with his gutter guards due to his roof install.

• Initial Complaint

  Date:04/25/2024

  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 have been trying to get Roof it forward to have my roof repaired. They kept on telling me someone will call me/or someone would have my roof inspected, but they never had anyone that really repaired the roof contact me. I need to have the roof repaired NOW or they give me 1000 so that I can have someone repair it.

  

  Business Response

  Date: 05/10/2024

  Thank you for reaching out and allowing us to address your concerns. Please let us know if we can ever be of any further assistance in the future.

  Customer Answer

  Date: 05/10/2024

   
  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,
  
  Guangming Xing

• Initial Complaint

  Date:03/14/2024

  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.

  the roof was installed on 10/26/23 paid in full same day check #**** $2500.00 saleman ******************************* came to house several times before this date i asked if his company was familiar with gutter helmet system on two visits to house he stated company knew how to work with gutter helmet system this was stated twice by the salesman before installation was started on day of installation it appeared no supervision of crew working on house crew did not appear to have person who spoke english during install a section of gutter was removed and reinstalled downspouts at front door did not look correct called salesman he came out after installed stated looked ok to him a few days after installation next several months watched rain water not coming off roof correctly called gutter helmet for inspection system failed life time was warranty voided the gutter helmet system is a total lost i want the company to pay and replace what they destroyed they only say their contract states removing system is the home owned responsibility before new roof installed they have not going the fix their problem i ask before starting replacing roofing company did not warned and was told by their salesman it would not be damaged i have talked with 3 people from the company very difficult people to talk with when they do not let the home owner talk they never stop talking they interrupt customer not allowing them to talk i want my house back to the same condition it was in before they stated roof i have pictures of damage if needed i asked the correct questions before project was stated the salesman did not say i would need to do anything to get ready for the new roof they would do everything i am out thousands of dollars they need to step up and replace what they destroyed they have not asked to see damage to my house to the best i remember after installers left no body inspected their workmanship the only response they have is not my problem

  

  Business Response

  Date: 03/28/2024

  To whom it may concern,

  ************** signed a contract agreement that we have every homeowner sign that says specifically that we will not be responsible for any damage to gutter guards during a reroof.  We have this in our expectations for exactly this reason because during tear off damage sometimes is inevitable.  This gutter company requires all customers to remove and replace their gutter guards due to any roof replacement or it voids their lifetime warranty.

  Even after him signing this we tried to come to a resolution to help ************** replace a few broken pieces.  The gutter guard company won't allow us to do the work and wants $1600 to do it themselves.  We offered to cover 3 broken pieces at $3.00 a foot coming to $300.00 which was a courtesy considering our signed contract.  I have attached the signed contract for review.

• Initial Complaint

  Date:12/28/2023

  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.

  On May 9, 2023, Roof It Forward replaced my roof and made repairs on my siding due to hailstorm. The total cost including supplemental cost is $17,030.81. $11,771.26 was paid. The siding repair, however, has been problematic. Ive had multiple interactions with Roof It Forward about the siding issue. Each time they send a work crew to fix the issue they do further damage to my house. Issue - Over the Patio: To repair the roof over the porch, the work crew removed the undamaged siding. When finished they reinstalled the siding; however, they didn't flush it properly to the house back to its original condition instead the siding was buckled leaving an opening/gap where water or critter could enter. I complained and Roof It Forward sent a crew to fix the issue. They replaced the siding, with the wrong size and color that was cut too short, which left a big hole/gap. When I complained they plugged the hole with silicone instead of fixing it right and repairing it to the original state (flushed to the house). They also nailed the siding to my house. I asked Roof It Forward on several occasions to send a professional sider to fix the issue. Each time they sent a work crew to fix the issue they did further damage to my house. The most recent fix was done on December 4, 2023. As agreed, they were to: 1) Use the correct siding size, 2) Remove the silicone to properly lay the siding flush to the house, and 3) Not use nails. They used the correct siding. However, they left the silicone without properly using the siding to correct the issue, created a new opening (gap) further exposing my house to the elements (water and critters), and used nails. At this point, I am actively seeking a professional sider to assess the siding for proper installation. The latest email exchange on December 22, Roof It Forwards Representative *********************** seems to think the issue is fixed. On the email exchanged, *** asked *********************** to come to my house to assess the work for himself to see if the work was done on his home or of a family member would he be pleased. Few Photos attached. As soon as the work is done satisfactorily, I will release the balance of the fund. I just want the siding to be installed properly to mitigate future issues. If I am paying for a service it should not be subpar work or service.

  

  Business Response

  Date: 01/08/2024

  Hi ******, Thank you for reaching out to us to discuss your concerns. Our warranty manager has tried to contact you several times now with no response. Please let us know a good time to discuss your issues or feel free to call **** back at ************. Our main goal is to address any remaining issues or concerns you still have. We look forward to speaking to you soon.

  Customer Answer

  Date: 01/09/2024

  **** of Roof It Forward left a message on Monday, Jan 8, ****. This is his first attempt since my reaching out to him on 12/9. I responded to his voice mail on Jan 9, ****. I too want this issue properly remedied. On Dec 22, 2023, I had a few email exchanges with *********************** and asked him to come to my home to personally assess the work because the siding installation is not done properly.  This is an ongoing issue the work was originally performed May 2023. I can be reached at ************

  Thank you 

  ***********************;

  

  Business Response

  Date: 01/25/2024

  We have been in contact with ****** and plan on meeting with her when she returns from being out of the country on the 29th.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21066915
  
  I am rejecting this response because: I'm still awaiting a direct contact from Roof It Forward. Upon my return to the country, I inform Roof It Forward and have not heard from them. I am totally dissatisfied with them because my house is still on disrepair.

   

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

  

  Business Response

  Date: 02/09/2024

  Appt. set for Friday February 16th between 1030-1130 am

  Customer Answer

  Date: 02/16/2024

   
  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:11/21/2023

  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.

  This is not a warranty issue . The roofing work was not done correctly to begin with . After the roof was installed it began to leak . ARAC avoided me for weeks . When they did finally come they could not fix the problem and remedy the issue . Goliath roofing was doing work in my neighborhood I asked them for a report on my roof . They have done a report and so i have detailed info on the poor workmanship they have performed .

  

  Business Response

  Date: 12/04/2023

  Hi *******, thank you for reaching out. As you are aware, your warranty expired on 3/18/2022. *********************** has also tried to call you a few times to discuss. At your convenience please send us a copy of the report that you have referenced in your complaint along with any photos you may have. Also, the best time for us to call you to review.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20900394
  
  I am rejecting this response because:

   

  THE ISSUE IS NOT A WARRANTY ISSUE . THE ISSUE IS THAT WORK WAS NEVER DONE IN COMPLIANCE WITH INDUSTRY STANDARDS FROM THE BEGINNJING . THEREFORE THE WARRANTY PERIOD NEVER COMMENCED . I WAS NEVER CONTACTED AS CLAIMED . I HAVE PHOTOGRAPHIC PROOF IF ARAC WILL SEND ME AN EMAIL FOR ME TO FORWARD SAME TO .   

  NOTE:

  THE PHOTOS HAVE ALREADY BEEN SENT PREVIOUSLY TO ***************************
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/08/2023

  Please forward everything to ********************** ****** can also be reached at ************. Is the best number to reach you at ************

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20900394
  
  I am rejecting this response because:

  My roof leaked because the work was not completed in accordance with industry standards from the beginning , not because the roof was was out of warranty . I will be forwarding a roofing report with pictures to *********************** today .  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/23/2023

  Thank you for sending the report over. We will be in touch to discuss after we review it.

• Initial Complaint

  Date:11/20/2023

  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.

  July 18roofer and adjuster met. I was told by roofer repr repeatedly permit was applied for. This was a lie told in multiple scenarios and all in writing. I got a permit as there was no supervision of job and I noticed many things wrong like not replacing shingles on eyebrow roofs and many other things and wanting me to sign waivers I did not care about appearance if I wanted drip guard as required by code. Their work failed as did the house next door. They also charged for many items that were not replaced or damaged like window glass and gutters! I refuse to pay until what I contracted for is delivered. Since they did the roof Aug 9th dates have been set, cancelled, demands for payment, and no firm repair dates! I have given them many options and have all in texts and emails. I told them Ill pay when they pass inspection. My house has been filthy and could not be pressure washed as they would make another mess. Now the holidays. I just want this to end, get it right and get them gone. They need to adjust the bill to reflect not charging for things never done! This is fraudulent. They think they can steam roll me since Im 75! Wrong

  

  Business Response

  Date: 12/01/2023

  Hi *****, thank you for the opportunity to address your concerns. As you are aware, we have been there this week and plan on finishing up this Monday. Please let us know if we can be of any further service. Our main objective is to make sure we address any and all issues you might have.

  Customer Answer

  Date: 12/01/2023

  Waiting for job completion and inspection. Team just left with no communication and I had to clean up nails to get my car out of the *************** saw several humps in the shingles and shingles over gutters - was told this will be fixed and they will pass inspection.  

  

  Business Response

  Date: 12/11/2023

  Thanks again for allowing us to address your issues and concerns. Please let us know if we can ever be of further service.