Complaints

This profile includes complaints for Bone Dry Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bone Dry Roofing

  7735 Winton Dr Indianapolis, IN 46268-4161

  
• 

  Bone Dry Roofing

  1250 S Creasy Ln Lafayette, IN 47905-4960

  
• 

  Bone Dry Roofing

  3500 Parkway Ln Hilliard, OH 43026

  
• 

  Bone Dry Roofing

  4399 W Franklin St Bellbrook, OH 45305

  
• 

  Bone Dry Roofing

  5120 Middle Ave Sarasota, FL 34234

  

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:04/05/2025

  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.

  Paid $1950 on 2/27/25 for the work scoped by Bone Dry Roofing. I had them out originally on 12/4/24 to inspect flipped up shingles on my home (a couple dozen at least). It took me 10 time contacting them to even get somewhat of a response from them/get on the schedule. They told me I had to replace my ridge caps on my roof also. They came on 2/27 to do the repairs but the only thing they did was install the ridge caps. Ive since contacted the scheduler 4 times since and have had a crew lead come out and say yep they didnt complete the job as they should have. Its been over a month since then and have no idea on when theyll actually fix the original issue I had. Just want my roof repaired.

  

  Business Response

  Date: 04/10/2025

  Our management team has been contacted and they are going to reach out to the customer to see how we can help resolve this for them. We will update once we have additional information.  

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  Was contacted today by the production manager and is sending a technician to do the repairs this afternoon. I appreciate the response.

   

  Regards,

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

• Initial Complaint

  Date:03/01/2025

  Type:Sales and Advertising 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.

  2.5 years ago, Bone Dry Roofing of Sarasota installed a brand new roof that cost over $19,000 and had a 50-year warranty, so I thought!After Hurricane ******, a few shingles fell off, so I called them to replace the shingles. However, on February 25, 2025, technician **** came to do an estimate for the cost of the repairs. Well, I couldn't believe my ears because there were other people on my street who also had their roofs recently replaced, but by different companies and they never received a bill to replace their shingles that came off. So, I decided not to let anyone from Bone Dry Roofing on my roof since they can say or do whatever they like and charge me for it. I'm writing this review to warn everyone who is thinking or has ever had work done by Bone Dry Roofing, that you make sure everything you are told is in writing because ****, the sales person who sold me the roof, flat out told me everything would be covered no matter how big or small the job was.I've attached a copy of my invoice receipt that was very vague and with no detailed explanation of what services were covered under my Platinum warranty.Also attached is a picture of my roof that bone dry installed 2.5 years ago. Honestly, if it looks this bad this early in the installation, I can't imagine my roof lasting 25 years, much less 50 years. Plus, I believe due to the poor workmanship of the roof replacement, rats were able to enter my attic causing health issues and damage to the interior of my home.

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. I truly regret to hear about your experience with Bone Dry Roofing, and I sincerely apologize for the frustration and inconvenience youve encountered. I understand your concerns and the severity of the issues raised in your reviews.
  As the manager, I take these matters very seriously. We are continuously working to improve our services, and we absolutely value customer feedback as an essential part of our growth. Your comments regarding both the quality of the work and communication failures are being reviewed closely, and we are already taking steps to address these areas of concern.
  I understand that you have requested not to be contacted again, and I respect your wishes. However, I would like to assure you that we are working diligently to resolve the issues that have been raised publicly and internally. Negative feedback is not something we take lightly, especially from valued homeowners like yourself. Were actively working to ensure that the experiences you and other customers have described dont happen again.
  Thank you for your feedback, and I am genuinely sorry for the difficulties youve faced. We hope to turn things around and regain your trust, but I understand your decision.
  

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I thank the manager for his partially automated apology and his efforts to investigate the matter. However, this is far from being a closed matter. Moreover,  the manager never addressed reimbursement for what he admitted as being a problem within his company. I look forward to their findings of all the 1 star customers ****** review.
  
  Regards,
  
  ******* *********
  

  

  Business Response

  Date: 03/13/2025

  Our ** for the local office is in contact with the customer to have himself and a ******* inspector of the customer's choosing come our and inspect the roof.  Will follow up once this has been completed. 

• Initial Complaint

  Date:10/31/2024

  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.

  This company left a mess in my yard that had to be cleaned at my own expense.This company broke a post cover on my deck that was replaced at my own expense.This company drove two large trucks over my yard, my neighbor's yard, and the yards of two neighbors down, doing damage to the grass/soil and unknown damage to piping/lines underground.This company removed nails from roof tiles and did not replace the roof tiles - leaving holes in them.

  

  Business Response

  Date: 11/06/2024

  Please see the following notes from our General Manager of the ********* location. 

   

  On the evening of Mr. ********* installation, our Project ******* called to inform me that he had made several attempts to conduct a final walk-through with the customer. Our ******* noticed Mr. ******* arriving home and quickly followed him to notify him that the project was complete and ready for the final walk. Mr. ******* hurried inside and shut the door, and despite ***** (our *******) ringing the doorbell, he didn't answer. ***** called him multiple times to arrange the final walk, but Mr. ******* did not return the calls. I told ***** I understood he had made a sincere effort to complete the walk-through, and since it was getting late, he was free to leave. 
  
  Mr. ******* later claimed that he wasn't home when we attempted the walk-through and suggested that ***** must have seen his neighbor instead. However, ******* description of Mr. ******* and the vehicle he arrived in matched what **** and I had observed during the issue-resolution appointment, leading us to believe he was home but chose not to meet with our *******. After ***** left the property, we quickly received a report from **** about trash being left on-site and our sign being placed in the neighbor's yard. We assured him that someone would address the issue the following day, which was done promptly. When **** (our former **) arrived to collect the sign and trash, he reported everything had already been taken care of. By this point, Mr. ******* had made his full payment, and we had addressed his concerns, so we moved on.
  
  A few weeks later, Mr. ******* called our office to report that the work was incomplete and requested a certificate of completion after the issues were resolved. We arranged an appointment to assess the unfinished work, and **** joined me. Upon arrival, I thanked Mr. ******* for meeting with us and apologized for any negative experience. We explained we were there to inspect the incomplete work and address any other concerns. Mr. ******* pointed out the base wall flashing above his bay window and asked if it looked complete. **** and I confirmed it appeared to be properly installed, but Mr. ******* became very upset and demanded we leave immediately. I tried to calm him down, explaining we werent there to argue but to identify and fix any issues. I invited him to look at before-and-after photos to clarify what was missing. We noticed a small piece of white J-channel above the flashing had not been replaced. I acknowledged the oversight and assured him we would replace it with a matching piece. He continued to argue about the base wall flashing, insisting it wasnt done to his satisfaction. I offered to change the color to black to make it less noticeable, which he accepted. 
  
  I also mentioned that I was aware of damage to a post on his back porch and asked if we could inspect it to provide compensation for his repair costs. He refused to allow us to inspect the damage but agreed to inform me of the cost so I could compensate him. We agreed to replace the J-channel, change the flashing color, and resolve any cost-related concerns. However, as soon as **** and I left, Mr. ******* sent a string of hostile text messages to my work phone and updated his ****** review. 
  
  Throughout the interaction, I want to emphasize that neither **** nor I raised our voices or became confrontational. We made every effort to remain calm, listen to his concerns, and offer solutions.
  
  Two days after our meeting, our production team arrived to replace the flashing and J-channel. When the crew parked in Mr. ******** driveway, he immediately texted asking them to move their vehicles. Given the tight parking conditions at the property, ***** moved his vehicle down the street, and our subcontractor parked in the front yard. We documented this in Captivated, with photos available for reference. Its important to note that parking was limited, and any alternative would have likely blocked the neighbors vehicle. The crew completed the work and left promptly.
  
  When it came time to get the certificate of completion signed, Mr. ******* expressed his dissatisfaction and refused to meet with me. Our office manager, who had developed a rapport with him, insisted on going in my place. I waited nearby to ensure support if needed, but unfortunately, Mr. ******* continued to be uncooperative with her. He raised concerns about nail holes in the shingles beneath the flashing, which were normal for any roof installation, but he refused further assistance. Despite multiple attempts by ****** to address his concerns calmly and respectfully, Mr. ******* became increasingly aggressive, eventually screaming at her. At this point, I advised ****** to leave immediately, as I was concerned for her safety.
  
  I acknowledge that we made some mistakes:
  
  - Our cleanup was insufficient, and debris was left on the rear window *****. These ***** were difficult to reach without climbing onto the fragile back deck, which contributed to the issue.
  - We removed the J-channel to install the base wall flashing but failed to replace it.
  - We didnt clearly explain that the customers selection of white edge metals would also apply to the base wall flashing. I've since instructed our sales team to verify such selections with customers and document them with photos.
  - We told the customer he didnt need to be present for the final walk-through, but we should have made it clear that this step is an essential part of our process to address any concerns before leaving the property.
  
  While we certainly made mistakes, Im proud of how we tried to address every issue and resolve the situation. I apologize for the length of this message, but I wanted to provide a detailed account of our side of the story. If you need any additional information, I can share all written correspondence we have with Mr. ***************** do want to note that Mr. ******** behavior toward our staff was consistently verbally abusive. His unpredictable and aggressive actions made me genuinely concerned for the safety of our employees. Given the circumstances, I dont believe further attempts to resolve the situation will be productive.

  Customer Answer

  Date: 11/06/2024

  
  The company did not address the issue. They completely lied in their response. I mean 100% lies. 

  Literally nothing true about it.

  1. I made arrangements with the company that I would not be at home during the roof replacement. They agreed and said it would be no problem. I left home before the workers arrived and left home after the workers had finished and left the site. 

  2. The company never said anything to me about a final walk around. I had no idea that was a thing until the manager arrived three weeks later.

  3. The company did not clean the trash or remove their sign - I did that on my own.

  4. The company never offered to compensate for the damaged deck. 

  5. The company withheld my certificate of completion for over three weeks even after prompt payment was made for the work.

  6. The work over the bay window was done hastily and was not done correctly. It did not match/align with the aesthetic of the home or other neighboring homes, and was missing pieces. One or the two men who came out to evaluate the work admitted that it was not done correctly and did not look appropriate. 

  6. There were THREE empty parking spaces on the property. BOTH trucks parked and drove over my grass along with my neighbors' grass. They had plenty of appropriate parking options, but chose none of them.

  My interactions with EVERY bonedry employee has started friendly and welcoming. Every one of them. My attitude changed to be direct, but never aggressive, in each interaction because the employees were argumentative and condescending. Again, their characterization is a complete fabrication. 

  This company at minimum owes me compensation for my damaged deck (which they never agreed to pay), for cleanup costs of their trash, and damage to my yard and neighbors' yards for driving through them with large work trucks.

   

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company did not address the issue. They completely lied in their response. I mean 100% lies. 
  Literally nothing true about it.
  1. I made arrangements with the company that I would not be at home during the roof replacement. They agreed and said it would be no problem. I left home before the workers arrived and left home after the workers had finished and left the site. 
  2. The company never said anything to me about a final walk around. I had no idea that was a thing until the manager arrived three weeks later.
  3. The company did not clean the trash or remove their sign - I did that on my own.
  4. The company never offered to compensate for the damaged deck. 
  5. The company withheld my certificate of completion for over three weeks even after prompt payment was made for the work.
  6. The work over the bay window was done hastily and was not done correctly. It did not match/align with the aesthetic of the home or other neighboring homes, and was missing pieces. One or the two men who came out to evaluate the work admitted that it was not done correctly and did not look appropriate. 
  6. There were THREE empty parking spaces on the property. BOTH trucks parked and drove over my grass along with my neighbors' grass. They had plenty of appropriate parking options, but chose none of them.
  My interactions with EVERY bonedry employee has started friendly and welcoming. Every one of them. My attitude changed to be direct, but never aggressive, in each interaction because the employees were argumentative and condescending. Again, their characterization is a complete fabrication. 
  This company at minimum owes me compensation for my damaged deck (which they never agreed to pay), for cleanup costs of their trash, and damage to my yard and neighbors' yards for driving through them with large work trucks.
  

  Regards,
  
  **** *******

  
  

  Customer Answer

  Date: 11/06/2024

  I spoke to someone from this company's corporate office on the evening of 11/6/2024. That individual apologized for the service received and made proper compensation for the damages done. I have accepted that phone response from the corporate office and this matter can now be closed. Thank you!

• Initial Complaint

  Date:03/24/2024

  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.

  GW Roofing installed new tapered roof system, wood, facia and soffit. The tapered roof is not tapered correctly, it holds water and leaks whole 72 frontage and runs out of new soffit. Its leaking under drip edge in different places, and still puddles on the roof. I have a warranty but it doesnt help if company doesnt acknowledge.

  

  Business Response

  Date: 04/01/2024

  I have spoken with the customer and forwarded her information to the Branch Manager.  She has provided video and photos for us to review.  We are still working to resolve complaint for customer.  

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 04/02/2024

  Response time is slow 

  

  Business Response

  Date: 04/04/2024

  My repair DM and I went to the customer's home on 4/3/24 at about 10 AM. We both went on the roof to inspect per the photos and videos she sent. We found a couple of areas of concern that need to be addressed. After discussing this with the customer, she then indicated that she had interior ceiling damage that was not brought to our attention before. We inspected those areas as well. Rather than performing another water test, it was agreed that the repair DM would come back to the house during the heavy rain storm that would be in the ************* area that afternoon. He did so, and after removing some ceiling tiles, found no evidence of water intrusion. He then outlined a course of action to remedy the concerns mentioned earlier. The customer agreed to schedule a time for us to come back and effect repairs. We also agreed to provide a written scope of work prior to starting them. Once the roof repairs are done, we will address the aluminum fascia installation to make it more attractive. We apologize for the inconvenience this has caused the customer and appreciate the opportunity to make things right.
  Thank you,
  
  
  
  *****************
  General Manager

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 05/06/2024

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  Customer Answer

  Date: 05/06/2024

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  
  
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 05/07/2024

  We were waiting on customer to give us her choice of metal.  She provided her selection this morning 5/7/24, we will be getting this project finished now that the selection has been made.  

• Initial Complaint

  Date:02/25/2024

  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.

  Im writing today to discuss a remedy that was offered to me as a result of a concrete chimney project completed on my home. To summarize, Bonedry Roofing Company demolished a concrete chimney. It is important to note that a concrete saw was required and I agreed to pay an additional $650 so it wouldnt be deducted from the workers pay as I was told. The project was completed 2/21/24 and the bill paid in full ($4,102.19). It is important to note that prior to the CO2 leak I had a leak fin my basement from the snow (pic attached). On the morning of 2/22/24, one of the carbon monoxide detectors began to ********** was called and the fire department dispatched. The fire department arrived and confirmed that the carbon monoxide levels in my home were indeed high. The fire department contacted ************************** ***** arrived and confirmed this and advised me to remain outside as the levels were elevated enough to cause the ************* worker to experience carbon monoxide poisoning symptoms. For safety precautions, Spire issued a Red Danger tag and thus turned the gas off. Both the fire department and Spire spoke with ************************* (a true professional the entire process) as they were concerned that debris from the chimney project possibly was trapped thus creating a blockage causing carbon monoxide to be released in my home from the boiler. **** apprised me that he would send someone out to inspect the work. *** arrived (also a true professional) and discovered there was indeed a blockage. Two buckets of debris were removed. I contacted **** to inquire how Bone Dry compensate customers when their lives are placed in literal danger due to inattention or a mishap during the completion of the project. **** stated that hed never experienced this and would forward my inquiry to *****. ***** contacted me, offered his apologies, a restaurant gift card, and 10% off the price of the project. When asked who I could speak with over him regarding this situation that couldve killed me and most certainly my dog, he stated that he didnt want to get into that. When asked if I could have something in writing, I was informed that I wouldnt receive anything in writing. I simply would receive a check in the mail. Although I think that $450 (I couldn't believe this was the offer) is a small price to pay for my life being in danger (at not fault of my own). I called, texted the owner and emailed the owner, chief of staff, and chief of information to inquire if what was offered to be was ******** only and final offer, I asked that the offer be in writing and notated in the check memo for my records indicating that ******* assumes responsibility for what occurred and thank God for what didnt. NO one responded to me at all.

  

  Business Response

  Date: 02/27/2024

  After discussing situation with the customer we were able to come to an agreement of discounting her invoice $3000. We apologize for any miscommunication with the customer and lack of follow up.  

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I contacted Wess (sp) today regarding a fee that was incurred as a result of the work Bone Dry completed. **** informed me that Bone Dry would cover the cost of this service to my boiler. Invoice attached. As such the settlement should state a total of $3600. I've attached the invoice which detailed the work that was done]
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 02/28/2024

  The customer is correct this was our mistake.  We will be refunding $3606 in total, $3000 from the work completed and then $606 for the total of the repair that needed to be completed for the customer's boiler.  

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• 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.

  I contracted Bone Dry Roofing for a complete new roof, 2 skylights, and a new gutter installation: September 18th: Materials for gutters and roof were delivered. Some flashing and other material was damaged. I took pictures and notified contractor. September 18th-19th: Installation of roof and skylights is completed September 22: First rain since installation. Water begins to drip out of ceiling lights in the kitchen. I take pictures and video. Contractor is notified that their is a hole in roof and sent video.Septmeber 25th: Attempt to contact contractor to set up a water test. (I receive no response)October 5th: *******, ** experiences another storm. Rain continues to damage drywall above kitchen sink and has now begun to flow down window casings over kitchen sink. Contractor is notified that with each rain more damage is occuring. (Contractor states he will get back to me to set up a water test)October 26th: Contractor never scheduled a water test and did not respond to prior message. I attempt to contact and voice concerns. October 26th: Contractor makes contact and says he is dealing with personal issues and would try to make it out soon.Novemeber 9th: A water test is conducted and leak identified. It was determined the skylight was not installed properly. Contractor and Supervisor states they will help with the drywall and fix the leak. They state they will contact me with a date/time when someone can make it out.November 20th: ************************ and was advised to file a complaint with Better Business Bureau. It has been 2 months since the leak has been identified to the contractor. Every rain causes more and more damage. I documented all damage in real time; as well as, I saved all correspondence with the company.

  

  Business Response

  Date: 11/20/2023

  Hello, We have reached out to address the customer's  concerns and apologize for the delay. We plan to come by the homeowner's address between Noon and 1pm tomorrow (11/21/23). If homeowner would like to talk in advance, please call our office at ************ and ask to speak with the Branch Manager or Office Manager. Thank you.

  

  Business Response

  Date: 11/21/2023

  Hello, We have reached out to address the customer's  concerns and apologize for the delay. We plan to come by the homeowner's address between Noon and 1pm tomorrow (11/21/23). If homeowner would like to talk in advance, please call our office at ************ and ask to speak with the Branch Manager or Office Manager. Thank you.

• Initial Complaint

  Date:10/07/2023

  Type:Order 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 roof replaced back in January -sales person ******* told us addition work needs to be done on roof (nailing )and code is covered by ins .When work is done ******* has not submitted any pic or completion of the work as promised after we went to the office and provided all info .5 months later his excuse file was too large and could not send .We reached out to manager Will every month and kept all paperwork will be send to us and ins .When Will came back to repair roof which was lifting already we asked again and he said he will follow up .We are now in October and they treating to our bill on our house lean .I also send letter and manager ********* called ,we called him twice 3 weeks ago and still no call back .totally unprofessional ,******* is lier and provide us with all info since he send us email last month that he read code wrong and it is not cover under ins .Again this is been going 8 months and we could never got correct info and they ready to put o lean .We have not been nothing but mistreated ,lied and ignored as custmer .We also paid $10,000 that we could not get recite at the spot and was told it will be email or mail and again 9 months later nothing ************* has horrible custmer service and fills of uneducated people to do job they do .We are not paying for something that we were told by ****** it is cover by ins and 9 months later told it is not ,that should be taken care of by ****** who does not know his job and lies to customers to get them into get more work done which is corruption company getting more money then should be by law and what is cover by ins

  

  Business Response

  Date: 10/15/2023

  Hello, we have reached out to the customer and his insurance company to resolve this issue and are waiting for a response from the insurance company to get back to us. Often in insurance covered projects, the homeowner will need to assist in communications with their insurance company to allow Bone Dry to discuss the project. We do have photos of the installation of the project that were provided to the customer during installation however this has not been acknowledged. We will continue to work on a resolution with the customer. Thank you.

• Initial Complaint

  Date:09/14/2023

  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.

  In december 2020 I hired Bone Dry to replace the rubber roof on my 3 car detached garage(flat-ish roof), replace 2nd story gutters on my house, install gutters on my 1st floor breakfast nook. repair a hanging soffit and repair/replace a corner piece of aluminum siding which had disappeared (presumably from wind) and left exposed wooden frame. They were contracted to use ************************* shingles on the garage roof. No other shingling was mentioned in the contract I signed. They only used those on the front awning and ridge cap(probalby less than 25% of what was replaced) The rest of the garage they used much cheaper Liberty GAF rolled roofing. This was never mentioned to me by the rep *********************** nor was it on the contract. I now know that traditional shingles would not have worked on the flatter roof. This was never mentioned by the ********** were supposed to install 18ft wrap around gutter on the breakfast nook. They only installed a straight piece across the back about half that length. The charged me for work they did not do. The repair to the corner siding lasted less a month. I found the piece they installed in my driveway and fixed it myself. Has stood up to high wind since and was fine. They left a significant amount of old roof in garage gutter along with a bunch of nails, would have clogged had I not found & cleaned up myself. I received billing text and responded with my complaints. Typically, if a number is not monitored, it tells you. That didn't happen. No *************** never reached out until now (sept 2023) almost 3 years later. I received invoices in the mail, which were manipulated. I signed a few contracts and they combined 2 into one invoice. These invoices threatened turn over to collections. I am paying to protect my credit, but this is outright fraud. They charged for more expensive materials than used, work not completed & left a mess in my gutter which could have potentially caused damage.

  

  Business Response

  Date: 09/18/2023

  Hello, we have contacted ********************* to apologize for the experience he had with us. The branch manager has assured ************** we will resolve his concerns with no repercussions to his credit. Our accounting department initiated a new process and a communication was sent to him by mistake. It is unfortunate that there were mistakes and assure ************** we are not taking next steps on his account. Thank you. 

  Customer Answer

  Date: 09/18/2023

  Bone dry has reached out, explained an accounting error and that i was not supposed to have been sent invoices. They said they shredded the checks without cashing which I consider a satisfactory resolution 

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/26/2023

  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.

  On 10/10/22 I hired Bone Dry Roofing to replace my roof and paid $18.784.02. (Invoice #S5536137). They completed the work on 11/22/22 and my husband and I thought everything was completed. However, we recently discovered that they did not finish flashing the wood in the back of our house although it's included in our contract. We contacted them about this issue and on 5/23/23 someone named ******************** came to inspect the work, yelled at my husband and said it was our fault and not the fault of the business.

  

  Business Response

  Date: 05/26/2023

  Hello, we have reviewed your project to address your concerns. Our Branch Manager came to your property to assess your issues regarding the completed reroof project in November 2022 and your concerns regarding missing flashing. Upon our inspection, the Branch Manager shared with your husband it is not a flashing issue but a siding issue. The Branch Manager attempted to discuss and share photos of the issue with you, ***********************, and noted it is a siding issue not an issue with the roof replacement. The Branch Manager shared that we could repair for our minimum charge however you became upset, tossed a hot cup of coffee at him and would not allow him to show you the photos to explain. You were very upset and it became a situation that the Manager opted to leave. You called our office after he left and were very angry and continued to use profanity with our office staff and were asked to speak calmly and not curse, yet you continued so we politely thanked you for your call and disconnected. 
       Our Branch Manager called an hour or so later, the same day of the inspection to allow you time to calm down and he has called twice, once each day successively after the appointment to leave a message to let you know we are open to repairing your issue, if you are interested. 
       We know the maintenance of your home may be challenging and costly.  We did fulfill our responsibility of installing your new roof in November of 2022 and willing to provide assistance with the repair of the issue that we attempted to share and explain with you. If you are interested, please contact our office at ************.  Thank you.
  
  

  

  Business Response

  Date: 05/30/2023

  Hello, we have reviewed your project to address your concerns. Our Branch Manager came to your property to assess your issues regarding the completed reroof project in November 2022 and your concerns regarding missing flashing. Upon our inspection, the Branch Manager shared with your husband it is not a flashing issue but a siding issue. The Branch Manager attempted to discuss and share photos of the issue with you, ***********************, and noted it is a siding issue not an issue with the roof replacement. The Branch Manager shared that we could repair for our minimum charge however you became upset, tossed a hot cup of coffee at him and would not allow him to show you the photos to explain. You were very upset and it became a situation that the Manager opted to leave. You called our office after he left and were very angry and continued to use profanity with our office staff and were asked to speak calmly and not curse, yet you continued so we politely thanked you for your call and disconnected.

  Our Branch Manager called an hour or so later, the same day of the inspection to allow you time to calm down and he has called twice, once each day successively after the appointment to leave a message to let you know we are open to repairing your issue, if you are interested.

  We know the maintenance of your home may be challenging and costly. We did fulfill our responsibility of installing your new roof in November of 2022 and willing to provide assistance with the repair of the issue that we attempted to share and explain with you. If you are interested, please contact our office at ************. Thank you.

• Initial Complaint

  Date:12/26/2022

  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.

  1) Bone Dry Lafayette committed insurance fraud. Requested additional funds from my insurer for the scope of work outlined by ******* & failed to perform work as outlined.2) Work took just shy of one year to complete & again not all work was done. (Trusses were specified by insurer but not installed).3) They have no record of the second payment I made in July 2022. I obtained a copy of the negotiated check deposited by them yet they continue to bill me as though that payment was never made.4) They have refused to speak with me about the bill. There have been multiple people involved in this throughout the year - *****, ******************** & a lady from scheduling. I have proof of ************** not responded to & calls promised in August not made until November.

  

  Business Response

  Date: 12/31/2022

  Hello, we have reviewed your concerns and our Bone Dry representative has now spoken with you to explain each step of the process on your project. In our conversation with you we were able to walk you through **********, the photos of your project as well as the payments made along the way. We work with many insurance companies and are versed in the appropriate processes and are happy you now have a better understanding that we followed all the appropriate steps.  We apologize that the communications were not clearer throughout your project. We are pleased you have an understanding and are comfortable with your project's completion. Thank you.