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:09/20/2024

  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 contacted boss roofing for a insurance related roofing claim in June of 2023. I was speaking with **** at boss roofing and was told they are sending a quote to the insurance office. I asked for a quote and was told it would get sent. A week or so goes by no quote or contact from either party. I contacted my insurance and was told they had not received quote. Called boss back was told he sending the quote now. I had asked what the quote was for and was told ***** for roof and gutters. Again i asked for a copy of the quote and did not receive one. a few day later insurance contacted me and said they are covering all accept gutters as it is out of contract for a total of 14k and some change. I told him i would not be doing gutters at this time. I get a call a day or so later and am told i need to pay half up front to get going for a total of 8800. i said no should be 7k bc were not doing gutter now i'm told that its ***** without gutter i say hold off ill need to ontsct my insurance again and am told i already signed the ** which i did not and was told is was a sign off over the phone. Contacted insurance and **** again and was told it is what it is ill have to cover the difference. I tell him i need a quote now and finally get it. After fighting with boss and insurance for months finally get the number closer and agree to get the roof done. Roof is completed March 9 2024. March 11 i receive an email to sign a added supplemwnt of 3264 for sheeting. I was never spoken to about it and did not agree to have it installed. Roof is plank roof and could have repaired one board that was pictured. I have asked multiple times to speak with a manger and have yet to have one return my call. I was told that insurance will cover it no issues. Insurance has denied it multiple times. I was even told that they got insurance to cover it and i just need to send the payment. Called insurance and was told that that was untrue. I have been threatened to be turned into collections also. 

  

  Business Response

  Date: 10/24/2024

  Thank you for taking the time to provide feedback regarding your experience with Boss Roofing. We sincerely apologize for any frustration or confusion that occurred throughout the process of your insurance-related roofing claim.
  We understand that there were delays in providing the quote and miscommunications regarding the total cost with and without the gutters. We apologize for the inconvenience this caused, and we will use this feedback to improve our communication process moving forward.

  
  We also apologize for the delay in connecting you with a manager and any inconvenience you may have experienced while resolving this matter. It is our goal to provide excellent customer service, and we will review our processes to ensure better communication and follow-up in the future.

  
  The remainder of your bill has been paid in full as we had received confirmation that your insurance company issued a check on October 1, 2024. If there is anything further we can do to assist, please let us know.
  Thank you for choosing Boss Roofing, and we appreciate your patience as we worked through this issue.

  
  Sincerely,

  Boss Roofing

• Initial Complaint

  Date:08/25/2024

  Type:Billing 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.

  Charged for more OSB then applied to our roof. Not informed of extra supplies charges when we were readily available at home all day as well. Putting holes in our siding and told she would see about a discount and not hear back from anyone regarding the problems. Was informed 3 times that the supervisor **** would be calling and she never did call. Not very professional company if they cannot at least hear out your complaint and count the wood in the pictures. Please read all documentation.

  

  Business Response

  Date: 08/31/2024

  Dear Mr. ***** ***********************,

  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience and frustration you have experienced.

  
  Regarding the *** Charges: We have verified our records and confirmed the purchase of 45 *** sheets from ***** Lumber to adequately complete the project. ***** Lumber did make a delivery and as the job progressed, *** went to ***** to purchase additional ********* to successfully complete the project. We realize there was some confusion about the quantity used, and we regret any lack of clarity in our communications. We are prepared to share the invoices and photos from the project to fully clarify the matter and ensure your complete understanding.

  
  Regarding Communication and Follow-up: We apologize for any delays in communication and the oversight in follow-up. This falls short of the high standards we set for our customer service. We are implementing measures to prevent such occurrences in the future and are committed to improving our processes.

  
  Regarding the Siding Issue: We acknowledge your decision to have the small holes in the siding addressed by your husband and appreciate your flexibility. We apologize for the delay in applying the promised discount. We have now processed a $900 discount to your account as a gesture of goodwill and to apologize for the oversight.

  
  Our aim is to resolve these matters to your satisfaction and to uphold the trust you've placed in us. We invite you to contact us directly at your earliest convenience to discuss any further questions or to address additional concerns you may have.

  
  Thank you for your patience and for allowing us the opportunity to make things right.

  
  Sincerely,

  
  Brick Boss

  Boss Roofing Experts

• Initial Complaint

  Date:06/28/2024

  Type:Billing 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.

  Date contract signed 7/23/23 for the Golden Pledge package (premium shingles with 50 year coverage on manufacturing defects; 25 year coverage on workmanship) and paid deposit of $6500 for roof and gutters. Work started 08/16 - 8/17/23. Work was not completed correctly by Boss Roofing. Boss Roofing sent out members of their crew to look at the issues of the incorrect installation of the roof and had to totally replace one side of the roof and did many repairs to the remaining portions of the roof and the damage to our siding that they created. They were back several times between 8/17/23 and 06/11/24. They kept advising each time that the work was completed correctly and then when we had it checked it was still not correct. So furthermore, they had to keep coming back. I feel that i should not have to double check their work when paying for high quality. I also voiced concerns of the failed contract and the warranty due to improper work that was done. There is still a balance of $6,174.93. this includes a discount of $2000.00. (total was $8,174.93) if paid promptly. They did not get the roof done correctly and will still need to have someone come out and fix their mistakes once and for all that Boss Roofing cannot seem to do. It will cost more than $2,000.00 discount. We do NOT want Boss roofing back anymore.

  

  Business Response

  Date: 07/11/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience and frustration you have experienced with the installation of your roof and gutters. At **** Roofing Experts, we strive to deliver high-quality workmanship and customer satisfaction, and it is clear we have not met your expectations in this instance. We acknowledge that the work on your property, initially started on 08/16/23, we have been back to address issues with the installation. Despite our efforts to correct these issues, we understand that the results were still unsatisfactory, which is not the standard we aim to uphold. 

  Can you please forward exactly what is unsatisfactory about the work, or a copy of the third party you had do an assessment on the roof. We have taken steps to address your concerns, and providing a discount of $2,000 on your final bill. While we regret that our attempts to rectify the situation did not fully resolve the issues, we remain committed to making this right for you. To ensure that your roof meets the high standards promised in the Golden Pledge package, we propose the following steps: 

   Final Repairs: Based on the findings of the inspection, we will ensure that any outstanding issues are resolved by experienced professionals. 

   Warranty Assurance: We will provide a written assurance that your warranty remains valid despite the initial issues. 

   If still a discrepancy we will hire a 3rd party to inspect the roof, and cover the cost 100%We understand your reluctance to have Boss Roofing return to your property. However, we are committed to resolving this matter to your satisfaction. Please let us know if you are willing to proceed with the independent inspection and final repairs, or if you prefer an alternative resolution.

  We appreciate your patience and understanding as we work to make this right. Your satisfaction is important to us, and we are dedicated to restoring your confidence in our services.
  

  Sincerely,
  

   

  Brick Boss
  Boss Roofing Experts

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21917001
  
  I am rejecting this response because: Boss Roofing stated when old roofing was removed on 8/16/2023,  that no new plywood was needed, so Boss Roofing told subcontractor that no plywood was needed before installing new roof. However, when Boss Roofing returned to re-do the roofing over the main house on 11/10/2023, they stated that new plywood was needed. I feel I should not have to pay for any plywood, when Boss Roofing was here at the initial installation and stated no new plywood was needed at that time.

  Our initial roof had no ridge vents. Boss recommended ridge vents and would install This was included included in the quote provided. The openings for ridge vents were cut too  long by subcontractor. Boss Roofing came out on 6/10/2024 to repair the ridge vents on main house and garage. Boss Roofing fixed the ridge vent over garage. However, they were frustrated with the ridge vent over main house because the opening was cut way longer than the ridge vent. Boss Roofing removed the ridge vent and installed wood and shingled over. Boss Roofing removed $200.00 from the bill for ridge vent. This would have cost me more than $200.00 to have ridge vent installed. I feel this amount is inadequate.

  Regarding the siding that was damaged by subcontractors, I feel $1,000.00 removed from the bill in also inadequate. There is siding damage to home by the main house roofing and to the siding above the garage of the home.  Boss Roofing stated on December of 2023 that new siding was ordered and would come to install in the Spring of 2024. No siding was ever installed. Boss Roofing tried to repair with wide metal J-channel type they made. I don't feel that $1,000.00 is adequate to repair my siding to what it was prior to Boss Roofing subcontractors coming out to do and work. 

  I am not opposed to **********, himself and a 3rd party inspector coming and we all look at the roof and siding together to try to get the issues resolved. I feel Brick Boss needs to be here also to help him understand my concerns with the subcontractors in which all of this started from.

  Boss Roofing did come recommended and we like their Golden Pledge. This is why we went with Boss Roofing as long as they used their own crew. T he person we got our quote from stated that Boss Roofing uses their own crews and he stated specifically that Boos does not use subcontractor.

   

  Sincerely

   

  *************************

  

  Business Response

  Date: 07/18/2024

  ******************, we appreciate your detailed feedback and your willingness to work towards a resolution. As part of our commitment to quality and customer satisfaction, we would like to arrange a meeting at your convenience with Brick Boss, a third-party inspector, and yourself. This will allow us to thoroughly review and address the issues related to your roofing and siding.

  After several attempts to meet your satisfaction with the project installation, we acknowledge that on June 13, 2024, you stated that you were satisfied with the project completion except for the damage to the siding, but instead of having us come out to remedy that issue you opted for a reduction in your bill totaling $2,000, which included $200 for not installing the ridge vent, $150 for the damaged gutter, $1,000 for the damaged siding, and $650 off the sheeting cost. We also noted that you agreed to this adjustment and were in the process of mailing the revised balance of $6,174.93.

  To proceed, please provide us with a few dates and times that are convenient for you to meet, as well as the current issues that you don't feel are resolved and would like to address. We are committed to resolving this matter to your satisfaction and appreciate your patience and cooperation.

  Thank you once again for your feedback. We look forward to resolving these issues and restoring your confidence in Boss Roofing.

  
  Sincerely,

  Brick Boss

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21917001
  
  I am rejecting this response because: Mr. ***** I appreciate your quick replay back, however, I feel there is still a HUGE misunderstanding. I spoke with Boss Roofing Office Personnel twice on June 13, 2024 stating my concerns with the QUALITY of the workmanship on my roof. They did not want to discuss my concerns but was told $2,000.00 was all that would be taken off the ORIGINAL invoice. 

  Let me outline, why I am upset with the revised invoice that was received in the amount $8,174.93. The original invoice was $13,084.93 minus my down payment of $6,500.00 for a balance of $6,584.93. I received a revised invoice charging me $1,590.00 more than original invoice. I understand this amount is from $1,440.00 for plywood and $150.00 for damaged gutter that your company damaged. This part of gutter was not to be replaced per our quote. Why am I being charged for the gutter that your company damaged to begin with?

  The plywood charge was addressed in my prior response. This and my other concerns with the invoice are stated my my prior response as well. However, Boss Roofing has not addressed these concerns in their reply back.

  The $2,000.00 that you advised would be removed from the ORIGINAL invoice is incorrect. The invoiced amount should be $4,584.93.  

  $13,084.93 minus my down payment of $6,500.00 which would bring it to $6,584.93 minus $2,000.00 as you stated would then have a total due of $4,584.93.

   

  Sincerely,

  
  *************************

  

  Business Response

  Date: 07/31/2024

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

  Thank you for your response and for further outlining your concerns regarding our billing and the issues with your roofing project. We sincerely apologize for any misunderstanding and the frustration this has caused.
  It is clear from your feedback that our previous communications have not met your expectations. We are committed to rectifying this situation to your satisfaction.
  We will adjust the total invoice to $4,584.93 as you requested, and send you the revised invoice promptly.

  Thank you for bringing these issues to our attention. We are committed to ensuring your complete satisfaction. We appreciate your patience and the opportunity to resolve this matter.

  
  Sincerely,

  
  Brick Boss

  Customer Answer

  Date: 08/03/2024

   
  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,
  
  *************************