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

  23371 Harborview Rd # 106 Port Charlotte, FL 33980

  
• 

  Ravlin's Roofing & Siding

  7071 Corporate Way, Ste. 107 Centerville, OH 45459

  
• 

  Bone Dry Roofing

  5895 Suemandy Dr Saint Peters, MO 63376

  
• 

  Bone Dry Roofing

  1250 S Creasy Ln Lafayette, IN 47905-4960

  

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:11/18/2022

  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.

  As per my original purchase agreement, if I was unsatisfied with any of the work performed, they would fix it immediately or I would pay nothing. On October 3, 2023, I informed the Operations Manager via text of my disapproval of the siding job as it was never completed fully and the siding had began to fall off. I was told that I would have to pay the full amount (not the originally agreed upon amount signed by me) before they would fix their mistakes. The Operations Manager came out to the site several weeks later informing me that his project team had in fact not completed the project in a satisfactory manner but that I would still have to pay before they would fix their mistakes. I have 106 pieces of evidence confirming their mistakes and company promises which had not been upheld. I never signed off on the siding projects completion and never received a proper walk through with the project ***************************. They also discarded several personal items without proper approval or consent from the homeowner to do so as well as cut electrical wiring and removed cables and phone lines paramount to my business. All of this was unauthorized. Police reports are being filed for those issues exclusively. This is faults advertising on their part and I feel that they owe me a proper installation of the siding before I pay them any amount of money.

  

  Business Response

  Date: 11/25/2022

  We have completed our review of the details of your concerns regarding your projects.  We have documents that you signed that upon completion of each project, full payment was due. We first replaced your roof on 8/19/22 and you agreed to contact your bank to make your payment to us on Monday, August 22.  The next project was for siding scheduled for 9/8/22.  That payment would be expected at completion. You were sick and asked us to delay installing siding until Monday, 9/12/22, which we did. Due to rain, we were forced to come back on 9/13/22 and the siding and skirting was completed on 9/14.  Gutters were the next project with photos sent to you as we do for all projects on 9/15.  You made one mention of fixing one area under ****************** by the door which we addressed on a visit to take some drone video.  You stated you would drop off a certified check on 9/15 for the previously finished projects when in Lafayette and you did not.  We also had a check previously given to us earlier for the new roof that was not able to be processed at the bank.  You also gave us a 5-star ****** Review on 9/19/22 (attached review screenshot) for our work and  expressed you were pleased with our work when we came to do the walk-through with you and to capture drone video of the completed projects. You did not share any issues or displeasure at that time.  We also did not remove electrical, cable or phone lines or discard personal items from the property. You shared that you would bring us a check on 9/30/22 when we contacted you to receive payment and that did not happen. We shared on 10/17/22 that we would complete all repairs that you mentioned previously once we received full payment on all the projects we did for you, and you agreed via our documented text communications with you to make your payment. We visited you again on 10/29/22 and you did not provide us with payment for your completed projects. Our consistent communication has been that we will address your issues once we have received payment as you agreed, and we have more than been consistent in doing our part in completing your projects while not receiving any payment for the completed projects as we have signed agreements from you as well as documented communications that you would pay us. We would appreciate payment for our services performed and then we will address the issues you have raised in our documentation with you.  Thank you.

• Initial Complaint

  Date:09/10/2022

  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.

  On May 31 2022, Bone Dry invoiced us for completed roofing work at our home at ******************************************************************************. The repair was to detach the trim boards; remove and replace step flashing, underlayment, and shingles along the wall and seal repaired area and haul away debris. The cost was $2400. We also had repair work done to our chimney that totaled nearly $10,000 and they assured us that the work would fix the leaks that we had been experienced. We soon found out just a few months later (August) that this work was not worth what we paid as water began to come into our family room during a rain shower. Since then, we have attempted to get Bone Dry to address the problem that they failed to solve with the costly repairs. After nearly a month of us letting them know that we had a leak in our ceiling (that was continuing to damage our ceiling each time in rained), Bone Dry finally came out to tell us that they could not fix the problem and that to "make things right" they would enroll us in a periodic inspection of our roof. They also did some awful work around our window (since they now felt it was the source of the leak and) which involved just putting caulk everywhere including our nice siding. They also just ended up putting a bunch of caulk in areas where they thought there was a leak. So as a result of the $2,400, we end up with more damage than we started with and still have yet to have a solution. As of the first week of September, we have attempted to contact both the local office along with the *** of Bone Dry. We have indicated that we want a refund in order that we can get the repairs that Bone Dry indicates that we now need. We have yet to get any information or reply from Bone Dry and don't expect to get anything from them as they were neglectful in replying to us all throughout August. Anyone reading this complaint should also realize that they should avoid working with this company at all cost. Other details and pictures are attached.

  

  Business Response

  Date: 09/19/2022

  Hello, our team has reviewed your concerns and attempted to call and left a message on Friday, 9/16/22.  We would like to discuss resolving your issues. Please call us at ************ and request to speak with our Repair Manager. Thank you.

  Customer Answer

  Date: 09/19/2022

  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. 

  Neither my wife or I received a message on the date stated by the company. I attempted to contact the company today by phone but was told by the receptionist that she could not get in contact with the Repair Manager.

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

  
  

  

  Business Response

  Date: 09/22/2022

  Hello, our Repair Manager did return your call after you called our office on the same day. He shared with you the water test results to determine your leak that it was noted in your report that the window may be the issue. In the course of the conversation with you, you shared you did not want to have anyone come out to your property or us to call you in an attempt to address your concerns. Without your cooperation and willingness to allow us to visit the property we are unable to help resolve your issues. We are willing to revisit in an effort to address your concerns. 

  Customer Answer

  Date: 09/26/2022

  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. 
  
  This company can argue all they want that the word "window" was in the project scope but they assured us that the work they did would fix the problem. We have always maintained that we are not concerned with the price but that we wanted it done right. When they come to our house and tell us that they will enroll us in a program to get our roof checked for free to "make things right" they obviously know that they are in the wrong. The company has already indicated that they are not equipped to deal with repairs around a window. If they are not equipped to do so, why would I allow them to come back on my property to do that work. They also must have lied in their previous response when they indicated that they left a message. Neither my wife or I received a message on the 19th as they indicated. I don't want anyone that lies to me to come on my property and do any work on my house. It also seems like they are doing everything they can to just "check the box" in order to maintain their A+ rating. It is obvious they don't want to make anything right. Their initial response didn't even have an apology in it.

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

  
  

• Initial Complaint

  Date:08/30/2022

  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.

  I would STONGLY recommend avoid using them! 3 years of bs. Save yourself and AVOID!:July 2019 July 2nd leak found in attic July 3rd set up apt July 12th came and fixed it July 17th Paid Invoice July 21st Leaking Again!!July 22nd came out to Fix All Siding from to roof to bottom roof removed, ice barrier and flashing added November 2019 November 22nd before going to Mom and dads for thanksgiving I noticed the lowest siding on the west 1st story side was loose. I went up to reattached as why just used to old holes for the nails and they popped right back out in the wind.November 2020 November 17th Wind pulled the siding off at the repair site at the peak of the 2nd story November 18th *************) dry bone employee texted: unable to repair roof. Passing to my manager as the **channel is missing and the shingle is damaged November 20th manger supposedly fixedJuly 2022 July 18th noticed that the same spot (attic before now office) had water damage on the new drywalled and painted walls.July 19th Called and waited on the line, no one answered and I hung up after 15 minutes July 20th called and scheduled someone to come look at it (****)July 26th called to confirm follow up apt to repair July 27th were supposed to show up (No Call No Show)July 28th text saying they will be out the 29th July 29th text saying they will be out that day (No Call No Show)August 3rd text saying finishing am job and heading over. *** completedAugust 4th I get up on the roof because the outside corner post was very obviously not straight. Many loose and broken pieces of horizontal siding and J channel. Sloppy caulking job and shingles crocked.August 9th Reaching out to ********************* Regional Manager via Linked-in August 11th Call from **** and gave 2 options: refund or fix it correctly. I opted for refund tired of messing with the company I will fix myself. He said checks go out Friday (12th)August 18 no refund. contacted ****: he verified that there was a delay and it was sen

  

  Business Response

  Date: 09/01/2022

  We apologize for the delay and understand your frustration.  Our Regional Manager has reached out and updated you on the current status to resolve your project. Our apologies.

• Initial Complaint

  Date:08/21/2022

  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.

  We had Bone Dry do a partial rebuild of our chimney as there was a large crack in it, along with associated sweep, parge, and further interior chimney work, though when finished there was a draw of air into the house. They returned around a dozen times to troubleshoot, though a solution was never found. They advise that the draw could not be a result of their work, though it did not exist prior. They were last here in late 2021, at which point they left a longer damper on top of the chimney, and left insulation stuffed in a hole on the exterior. They last sent an HVAC technician in January who promised to have someone contact us, but no one did. I attempted contact again on 7/18 via email and received a call the next day advising they'd come troubleshoot further, but have not been contacted again. During this process, we had multiple missed appointments, multiple instances of technicians being late resulting in my missing meetings. While appreciate that they continued to come look for solutions, it seems at this point that they have no further solutions, and I'm left with a $10,000 bill that I've paid for a fireplace that I can not use. A document with dates and details of work performed, issues etc. is attached, along with photos on the extended damper left on the chimney and of insulation stuffed in the ash pit hole.

  

  Business Response

  Date: 08/24/2022

  Hello, we apologize for our lack of communication with you.  This is not the experience we want our customers to have when working with us. Our team has connected with you and have scheduled a visit for 9/2/22 to provide a resolution.  We want to find a solution to your problem and appreciate the opportunity.  Thank you.

  Customer Answer

  Date: 09/02/2022

  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. 
  
  That said, while the business is scheduled to come today to continue work to resolve the issue, I would like the complaint to remain open until work is complete.

  Regards,

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

• Initial Complaint

  Date:07/08/2022

  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 live in a row house built in ****. In Aug 2021, after experiencing leaks, I requested Bone Dry Roofing evaluate my roof. ***** recommended a roof replace, wrapping on the neighbors wall, and flashing work. He provided quotes for the work which was completed 9/22/21 for $7,703. Directly after the roof was installed **** the project supervisor, indicated that there was metal work on the parapet wall that needed addressed. I followed up with *** and ***** on 5 occasions over the next 2.5 months, who failed to get back to me with a solution. After elevating my concern to their management, on 12/1/21, **** evaluated the metal work and quoted me $5,250. After discussing other options, we instead chose to replace an end-cap and apply sealant to all coping metal along the wall for $1,270. Despite this option being cheaper, Bone Dry indicated that this was sufficient to warranty the roof and prevent any leaks in the near future. As of May 2022, there are leaks in the roof, rotted wood, and a hole in my decking. Adnan, the production manager, and one of the installers, ***** assessed the new issues and indicated that they are caused by the parapet wall as a result of how the builder installed the metal work (the first time they indicated this concern). After installing a new roof and performing the additional fix, I was expecting my roof to simply keep water out. Beyond the $8,974 already invested, Bone Dry is now recommending that they either re-do the metal work for over $5,000, or re-seal the area they did in Dec, which has failed in less than 6 months, for $500. I am frustrated that I was not made aware of the complexity of the fix up-front, which two other roofing companies have said were knowable. I am disappointed that they are not standing by their work, and my cheapest option is to pay $500 to re-do the work they did in Dec. I simply want a leak-free home, but I cannot justify risking an additional $5,250 with this company after the way they have treated me.

  

  Business Response

  Date: 07/14/2022

  We have reviewed your project and understand you are frustrated. Once we get into a project discoveries are made about the area,i.e. masonry, attached building, etc. that you cannot determine until you are working on the project for the repair or replacement. It is unfortunate that we were not aware of the failed metal work on the parapet wall until at that point when we were finishing the roof.  Our recommendation was to replace the coping metal from both parapet walls to address the way the original builder installed the metal coping. Our team did return on several occasions to investigate and also performed a water test that we shared the video of the area and cause of the leak, it is not related to your new roof. In our discussion about our recommendation, you requested other less expensive options and you selected one of the alternative options to resolve the issue with the existing coping metal work. As the homeowner that is your choice. Your new shingle roof replacement is covered by your ***** Corning warranty. However, the alternative repair you selected for the parapet wall is not a warranty covered item. We do stand behind our work, we recommended replacing the metal coping at the parapet walls. You selected to go with an alternative solution that was a less expensive fix in hopes that this would resolve your joining wall issues. We want to help find a mutually beneficial solution. Our branch manager will reach out to discuss with you.

  Customer Answer

  Date: 07/24/2022

  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. 
  
  BBB requires me to respond within 7 days and this time has elapsed. The branch manager did not reach out to me and has made no effort toward a resolution..  
  
  I am understanding that there are sometimes unknown issues that arise as part of the course of work that cannot be known prior to the start. However, that was not the case for my homes leak repairs. Two independent roofing companies confirmed that this issue was knowable prior to the roof replacement. The parapet wall metal work is not sloped properly, channeling water back toward the edge that meets the neighbors wall, and the metal is not ground into the neighbors wall, which would help to create an adequate seal. These are both items above the roofline and visible by inspecting my roof, not a circumstance of an unknowable discovery. This is also an issue for the metal work on the other side with no adjoining home, which is not appropriately sealing out water. 
  
  The bottom line is that Bone Dry failed to identify and/or rectify problems at the appropriate time, which would have been in August/September, not months after the fact. Had they been forthcoming about the entirety of the project up front, not only would the entire repair have been completed at the same time, I would have been afforded the opportunity to quote around for the entire project (to include the roof and metal work replacement) instead of being pigeonholed into using their company in order to get any sort of guarantee of no water intrusion.
  While I opted for a less expensive alternative to totally replacing the metal once the issue was communicated to me, Bone Dry impressed upon me that the alternative was not a permanent solution - likely lasting a few years, not a few months. If I was made aware of such a limited life-span, I would not have paid $1,270 for a repair that only lasted 5 months. 
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 07/27/2022

  Hello,
  Our Branch Manager has reached out to you to discuss your concerns today and he has provided you a proposal for your consideration.  You shared you would review with your husband and make a decision together on this resolution. Thank you for the opportunity to find a solution.
  

  Customer Answer

  Date: 07/30/2022

  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. 
  
  

  *** did a good job collaborating on a way forward. We have agreed to a fix and our job packet has been created. I cannot yet speak to the full experience since that work has not been conducted yet, but *** has given me reassurance for a good customer experience. I appreciate **** efforts thus far in resolving this. 
  
  

  Regards,

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

• Initial Complaint

  Date:06/30/2022

  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 5/10/2018 Bone Dry installed a roof, gutters and siding on our home located at *******************************************************************. During the time of installation we were concerned because some of the workers were walking and throwing packets of shingles on top of ************ to access our main roof. We noticed some bowing in the ceiling of the sun room after they were finished and you came out to inspect. 8/13/18 *****************************, general manager, left us with a letter stating that Bone Dry would repair or replace the roof if it began to leak. 2/9/22 we emailed ***************************** informing him about how just after an ice/snow storm we noticed how the bowing in the sun room roof had increased and there was some dripping. This only occurred in the area of the sun room that they walked on. We asked for ***** or someone from his team to come out and look at the damage. ***** responded later that day saying that he would talk to the current general manager to set up a time for us to speak to us about the situation the next day.3/6/22 After not hearing anything back from anyone at Bone Dry we sent another email to ***** requesting someone to contact us. We received no response 4/6/22 Sent another follow up email to ***** asking him what the status was on resolving this and if there was someone else that we needed to talk to. ***** responded saying that he forwarded all of our conversations to the general manager, ***************************, and ***************************, the production manager. 4/7/22 We were contacted by ***************************. ***** came out to see the damage and said that he remembered us and our issue. He also said that Bone Dry doesn't do any type of sun room installation and that he would have a company come out and take a look at what it would take to repair/replace the damage. 6/29/22 Emailed ***** due to the lack of response to our situation. To date no one from Bone Dry has contacted us to let us know how ************ situation is going to be taken care of.

  

  Business Response

  Date: 07/01/2022

  Hello, our apologies for the delay. Our General Manager has reached out and has been in communications with you to resolve your concerns. We appreciate the opportunity to resolve your issues. Thank you.

  Customer Answer

  Date: 07/06/2022

  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. They have scheduled a visit to my home on July 19th with a sun room company to get a bid for replacement.
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/09/2022

  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.

  In 2012 Bone Dry Roofing replaced the roof on our home.Our assumption was that this would be a 25-year investment. We paid an additional $927.00 for a warranty on the shingles to last this amount of time. Unfortunately, by 2021, more than a decade and a half before our roof was due to expire, we discovered that faulty roofing installation had caused water damage to our home. Despite our suspicion that the 2012 installation was responsible for these issues, we again contacted BDR as paying customers to fix the roof and prevent further damage to our home. On December 8, 2021, we contracted them for the following services:On the backside of the home above the bay doors we will be were [sic] removing 3 feet of shingles installing ice and water and then reinstall 3 feet of shingles. 25 feet of ice and water [emphasis added]. To the same area we will install 25 feet of gutter apron color *****.shingles [sic] color GAF weather wood 3d Total $2,706.83. This work was never performed. We know this because we went to the trouble and expense of hiring an independent inspector, a copy of whose report we have enclosed. The 2012 installation was irreparably flawed and failed to conform even to civil codes, let alone to the guarantees contained in the Exclusive warranty. The report also documents that BDR did not install any of the ice and water barrier referenced in the 2021 contract, among numerous additional issues stemming from the 2012 installation and subsequent repair. We respectfully have declined to pay the **** dated December 8, 2021 in the amount of $2,706.83 on the advice of our inspector. We also believe that we have a claim against BDR for breach of contract related to the original 2012 installation of the roof. This information was sent to BDR with the inspectors report 30 days ago with no response tho they havent pursued payment of the most recent repair ****.

  

  Business Response

  Date: 06/15/2022

  Hello, we have investigated and have reviewed your concerns. Our new Branch Manager reached out and left a voice message to connect.  I understand you and the branch manager have scheduled an appointment on June 21 to return to your home to resolve these issues.  Thank you.

• Initial Complaint

  Date:06/02/2022

  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.

  Prior to ** purchasing this house in 2016, Bone Dry re-roofed it. Due to the warranty, we continued the relationship with BD.03/2017 we had a drip into the wall in our master closet. BD assessed the leak and replaced the flashing and wrapping on two exterior third floor walls on 2nd floor roof. 1/1/22 rains and freezes. When thaws there is a small drip into our bathroom. 1/12 BD assesses leak and diagnoses bad roof shingle cover says needs total replacement. 2/16/22 BD replaces roofing for $4350. 2/22 rains and heavy leak coming into our bathroom. We place an emergency call worried that the ceiling is going to collapse with high volume of water coming in. ****** from BD comes that day and finds an area where they pulled our wooden siding out from the wall to slide flashing underneath. The wooden siding is damaged and no longer meets the seam. He puts caulk into the bottom of this newly pulled out gap. *****************, the owner of BD then sends us an email inviting us to reach out to him directly with any needs.2/24 it rains again. The leak returns worse than two days earlier as a full flow of continuous gushing water causing extreme discoloration to the ceiling and bathroom wall. We place another emergency call and **** and ****** come. In our text message **** 2/24 agrees that water pouring in at that rate makes it seem like there is a fairly direct opening somewhere on the roof. BD puts caulk into corner to find and temporarily stop leak.3/8 follow up- BD now states leak is in siding and flashing that BD installed initially and BD damaged when installing roof on 2/16. Offer to replace for additional 2K.***************** emails again offering for us to reach out to him directly. We emailed *********** twice and called several times with no response.Bone Dry damaged wood and vinyl siding and their previous flashing with new roofing install. This caused interior damage to our home. *************** of leaks and visible damage, emails, and texts all available.

  

  Business Response

  Date: 06/03/2022

  Bone Dry Roofing did replace the current homeowner roof this year, Feb 2022, to address the current homeowner's leak issues. In returning to respond to the current homeowner issue and inspection it was determined the leak was coming from a combination of the siding needing some adjustments and to have gutters installed on the upper story roof. The current homeowner chose not to have the gutters installed---note we offered a reduced pricing of half-off since we had installed the siding 6 years ago! As one knows, over time, ongoing maintenance is required.  We have been to this residence 13 times since 2017 to address the homeowners concerns at no cost to the homeowner.  The new roof is not the issue of the leak, we recommended installation of gutters to reduce the amount of rainfall to the lower roof area and the siding needs recommended maintenance/adjustments, as over time this will be required, not the result of poor workmanship or damaged by Bone Dry, more a matter of wear/aging over time and normal deterioration. The added caulk during the rainstorm was to stop the rain from additional leaking into the house at the request of the homeowner.  We believe we have been fair and attempted to resolve issues within reason and offered solutions as well as discounts to resolve issues knowing that this has been years of weathering and regular maintenance that is required of all homeowners to maintain one's property and is not the fault of workmanship.

  Customer Answer

  Date: 06/28/2022

  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. 
  
  17303332
  
  
  ***** RESPONSE TO BBB re BoneDry 
  
  
  
  
  
  Brief review of issue of complaint
  Feb 16  ******** installs new roofing materials on the 2nd floor roof of our home.
  Feb 24  with heavy rains we have an extreme new leak and damage
  Feb 24  The location of the leak is definitively identified and temporarily plugged on Feb 24 by 2 ******** associates. ** Manager ****, ** salesperson ****** and myself.
  Also on this day our Bathroom ceiling drywall is damaged and left extremely discolored with water stain and some surface damage(img)
  
  
  THIS IS KEY. At this time on Feb 24 Manager **** made two things clear to me. 
  1. **** told me that the product he used was not designed to be applied in the way he used it on Feb 24. In the rain. And therefore it sort of melted away as he applied it, and likely wont hold up for you for very long.  Easily visible in photo of location 1 (img)
  2. **** told me even though we clearly did identify the location (LOCATION 1) of the opening in the roofing causing the leak. Because this product was not designed to be applied during a rainstorm it will not be a permanent hold/fix. And that the permanent fix to this area (LOCATION 1) will be forthcoming.
  
  
  
  
  
  
  
  
  
  
  BBB Q 1. Has bone dry addressed the issue of the complaint?
  
  
  
  
  
  No. ******** has not addressed the issues of the complaint.
  
  
  The complaint was centered around Bone drys unwillingness to correct the damage to our house which occurred on Feb 16 when they removed older roofing and flashing and then installed new roofing and flashing on our 2nd floor roof.
  
  
  Damaged LOCATION 1 is on the new flashing. Opening/damage created Feb 16. Identified and temporarily plugged onsite by ** manager ***************************, salesperson *********************** and myself on Feb 24. (photo below)
  Damaged LOCATION 2 is our bathroom ceiling drywall. Massively stained, discolored Feb 24 (photo below)
  
  
  
  
  Instead of fixing the Feb 24 fail (LOCATION 1) of the Feb 16 job, ******** waited 3 1/2 weeks and offered to sell us an additional, multi thousand dollar job as the solution. 
  (replace vinyl siding and adding gutters) 
  Note- this proposal was to replace siding and house wrap etc which they themselves replaced in 2017. 
  
  
  In short we have been left with 2 damaged areas after the Feb 16 roofing replacement and new leak Feb 24.
  We now have to hire someone to come and fix both of these damaged locations left by the Feb 24 failure of the Feb 16 ******** work.
  
  
  
  
  
  
  BBB Q 2. If not, why?
  
  
  
  
  ******** mislead multiple times in their BBB response 
  
  
  In their BBB response ******** misleads more than once by misrepresenting the facts concerning (#1) the determination of cause of Feb 24 leak (#2) misrepresenting the companys subsequent recommendations made to us. 
  And (#3) the potential addition of a gutter sometime in the future. a deflection from fact that has no bearing whatsoever on the damage done Feb 16 and subsequent damage done by the Feb 24 leak. 
  
  
  
  
  #1  Misreprestentation of Determination of cause of leak.
  
  
  excerpts from the ** BBB response.
  The new roof is not the issue of the leak, we
  recommended installation of gutters to reduce the amount of
  rainfall to the lower roof area and the siding needs recommended
  maintenance/adjustments, as over time this will be
  
  
  In retuning to respond to the current homeowner issue and inspection it was determined the leak was coming from a
  combination of the siding needing some adjustments and to have
  gutters installed on the upper story roof.
  
  
  
  Manager **** identified LOCATION 1 as the issue of the leak on Feb 24 and temp plugged that location same day. (Temp plug continues to hold)
  
  
  Feb 24 ** manager ****, myself and salesman ****** on site. During the rain storm with **** on the roof applying caulk to a single place on the new flashing.
  Myself and ****** in the bathroom below reporting progress.
  As more and more caulk is applied to corner of new flashing. we slowed and stopped the leak.
  In real time.
  Right before all of our eyes.
  
  
  
  
  #2 Misrepresentation of Companys subsequent recommendations
  
  
  excerpts from the ** BBB response.
  The new roof is not the issue of the leak, we
  recommended installation of gutters to reduce the amount of
  rainfall to the lower roof area and the siding needs recommended
  maintenance/adjustments, as over time this will be
  
  
  
  
  The only thing ******** ever proposed was a complete vinyl siding replacement in a Quote 3 1/2 weeks later on 3/9/22 for  
  For total of $2,444. (img)
  ******** never recommended anything resembling maiantenace/adjustments as they repeatedly 
  
  
  At that time we declined the Quote for the these additional jobs and said we wanted the perm fix on the spot identified on Feb 24. LOCATION 1. 
  They refused and simply dropped the figure on their previous Quote to $2000.
  
  
  (Copy of the Quote from 3/9/22 included)
  
  
  It is simply not credible for them to say that upon returning to the site on a dry day 3 1/2 weeks after the leak occurred, and was both located and temporarily plugged by ** manager ****. 
  That simply by looking at walls they somehow made a new determination and that it was now the fault of the siding. 
  AND this same siding they themselves replaced just 5 yrs ago. In 2017. 
  Not credible. Not Acceptable.
  
  
  
  
  #3 ******** misdirects by mention of work never performed or suggested by them prior to Feb 24. Is apropos to nothing in complaint.
  
  
  In retuning to respond to the current homeowner issue and inspection it was determined the leak was coming from a
  combination of the siding needing some adjustments and to have
  gutters installed on the upper story roof.
  
  
  By including in their response that somehow the **** of a potential addition of a gutter has any bearing on the damage already sustained is simply not credible. 
  Not factual. 
  Not in any way related to this complaint regarding damage done on Feb 16 and Feb 24. 
  A misleading attempt to appear more helpful than they are.
  (One wonders why a gutter was never even suggested by ******** in the past 13 visits. Of which they made mention of in their response.) 
  
  
  
  
  
  
  
  
  
  
  BBB Q 3. Has bone dry met the agreement they outlined in their response?
  
  
  
  
  ******** never took steps to repair the damage done on February 16, the subsequent damage from Feb 24 leak. Never addressed the damage to our bathroom ceiling. identifying and temporarily plugging which is the issue of the complaint. 
  The only steps ******** has taken occurred on 3/9/22 in the form of a new Quote for a new, separate, multi thousand dollar job replacing work they did just 5 years ago in 2017. A job provably unrelated to the issue of the complaint.
  
  
  On Feb 24 LOCATION 1 was determined to be the cause of the Feb 24 leak  by manager ****, salesperson ****** and myself.  
  Determined by the real time water test we conducted together.  
  LOCATION 1 sits directly on the new flashing installed on Feb 16.
  
  
  LOCATION 1 Was temporarily plugged and is currently still holding to some degree as far as we can guess, based on the water leak in the bath has stopped. 
  
  
  
  
  
  
  
  We now are in the position of having to hire someone to fix Location 1 and location 2. 
  We have given ******** more than enough opportunity to correct the failed work of Feb 16 and subsequent damage on Feb 24.
  We now seek a full refund from ******** as we must take steps to make these corrections and repairs ourselves. 
  
  
  Thank you
  
  DETAILED TIMELINE OF FEB 24, 2022 FOR REFERENCE
  (I have pics, video and timestamped screen shots of texts documenting events below .)
  
  
  
  
  
  
  Feb 16, 2022
  ******** replaced 2nd floor roofing to fix a minor, newly discovered leak.
   It was their determination that a full replacement of roofing materials would stop the leak. 
  
  
  Feb 22, 2022
  A new minor leak in bathroom ceiling appears directly below newly replaced roofing. Water coming in via lighting fixture.
   I went onto the roof and discovered 2 distinct locations on the brand newnflashing which had been visibly left open to the elements by the work done Feb 16. 
  That day ** came and added black puddy to LOCATION 1. (Img) 
  LOCATION 1 turned out to be the critical location identified 2 days later as source of the major leak on Feb 24.  
  And the 2nd location ******** partially, only partially closed w black puddy. (img)
  
  
  
  
  Feb 24, 2022
  3:23pm  
  Six days After bone dry replaced our roofing a large rain storm moved in and a major, constant stream of water came pouring onto and through our bathroom ceiling for several hours via a vent fixture in that ceiling. (img) (vid)
  Bathroom ceiling is damaged and extremely stained and discolored. (img)
  
  
  4:22pm 
  In a text msg **** agreed with me that it appeared there was a direct opening now in the roof to allow such a constant volume of water to be streaming in. (img#) I had sent him a video moments prior showing the water pouring towards the ground thru the ceiling vent. (Img) (vid)
  
  
  4:45pm 
  Bone dry manager **** and salesman ****** came to my house w stated goals of achieving two things at that time:
  Identifying the opening in the roof causing the leak.  
  Temporarily stopping that flow into my house. The storm was to continue through the night. (img)
  
  
  
  
  So on Feb 24 from 4:45-5:45pm, with manager **** on the roof, in the rain applying caulk to Location 1 in corner of the new flashing. And me and ****** communicating with **** in real time from the bathroom below we achieved both of those goals.
  As **** applied more and more caulk to Location 1 the water streaming began to slow. 
  Eventually it slowed enough that we were confident we had not only found the opening but had successfully temporarily plugged it. Thus reached our 2nd goal of stopping the rain from pouring in throughout the night.(img )
  
  
  THIS IS KEY. At this time Manager **** made two things clear. 
  1. He told me that the product he used was not designed to be applied in way he used it on Feb 24. In the rain. And therefore sort of melted away as he applied it, and likely wont hold up for you for very long. (img)
  
  
  2. We clearly did identify the location (LOCATION 1) of the opening in the roofing causing the leak. BUT because this product was not designed to be applied during a rainstorm it will not be a permanent fix and the permanent fix will be forthcoming.
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 06/29/2022

  We are responding to your perspective again about the service we provided. Regarding use of caulk, we did use the caulk to stop the leak at the time of the heavy rain. You called us out to stop the water entering your home, you agreed and approved us using the caulk and during the rainstorm.  The recommendation of the gutter on the upper part was to reduce the volume of water to the area.  In its current state the water currently is running down the side of the siding causing the deterioration of the siding and onto the flat roof area where the siding and flashing was not able to handle the excess build-up of water which is why we recommended gutters to redirect the excess amount of water to that area. Weve offered half-off discounts as a solution to resolve your issue. We feel we have made every effort to resolve and offer recommendations, and do not feel we are responsible for any additional free services. 

  Customer Answer

  Date: 07/06/2022

  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. 
  
  BONE DRY 3 BBB 17303332
  
  
  Thank you for opportunity to respond to the last message from Bone Dry. We feel that their response was misleading and still does not address their responsibility in creating the situation we find ourselves.
  
  
  3:23 PM 2/24 
  Text msg exchange between Bone Dry Manager *************************** and myself at 4:22pm 2/24/22. (Attached)
  I text him to alert Bone Dry to the new leak. In that text I make clear to him that this leak was indeed new.
   I say to him:
  And to be clear, this leak was not happening before the most recent work you did.
  
  
  4:10 PM  2/24 2022
  Short video showing the new leak. (Attached)
  (8 days prior Bone Dry Roofing, *** had charged me $**** to reroof the area directly above this bathroom.)
  
  
  
  
  4:22pm 2/24/22. Text msg exchange between Bone Dry Manager *************************** and myself (attached)
  Me:  Sure seems like theres a fairly direct opening somewhere to get that kind of steady water pouring in during a rain
   BD:    I agree- . . .    
  
  
  
  What is made clear from the text stream is that **** understood immediately this as a Bone Dry fail from 2/16 and that he himself initiated the prep to come to the site. I had not asked him to come at this point.
  He initiated the trip because it was clear that this was on Bone Dry to address because of the re-roofing they did 8 days prior directly above.
  
  
  Again, before BD came to the house I let them know this leak was not happening prior to the work on 2/16. 
  
  
  So *************************** had, at this point on 2/24/22, acknowledged that there is indeed an opening and a new leak which was not there prior to 2/16.  
  And that it was the obligation of Bone Dry to come to the site as soon as possible and address the 2/16 fail currently causing damage to my home.
  He called salesman *********************** to come to the site as well.
  
  
  After spending **** I have been left with a gob of ill applied caulk on the hole which BD created on 2/16. The same fairly direct opening BD acknowledged on 2/24 and has refused to repair thereafter
   However BD admits responsibility in coming to my house 8 days after re-roofing to try and identify the area of failure in their Feb 16 work.
  Bone Dry in BBB response:
   We are responding to your perspective again about the service we provided. Regarding use of caulk, we did use the caulk to stop the leak at the time of the heavy rain. You called us out to stop the water entering your home, you agreed and approved us using the caulk and during the rainstorm. "
  
  
  My house doesnt have a perspective. As of Feb ********************************** the new roofing left by Bone Dry. 
  The caulk on the new flashing holds out the weather since a brand new $**** Bone Dry roof cant be counted on to do that.
  
  
  Bone Dry continues to make clear that they do not stand behind their work. 
  
  
  
  
  The Bone Dry response to BBB is misleading and suggests that we are looking for free services. The work they sold us and (we paid for) was sloppily done and created an opening in the very place they were flashing which caused damage to our home.
  
  
  
  
  We are seeking a full refund because we are now having to pay a second company to go behind their work and redo it appropriately. The damage that Bone Dry did to our siding and to the house wrap below when they pulled the siding out to put roofing materiel underneath means that now the siding and the house wrap as well as the roofing material that was sloppily shoved underneath will all have to be replaced. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 07/29/2022

  Hello, we have attempted to accommodate the homeowner with a reasonable proposal to no avail. We have concluded that the homeowner has chosen not to accept it.

  Customer Answer

  Date: 08/08/2022

  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. 
  
  BBB Bone dry 8-22
  
  
  
  
  Within one week of BoneDry re-roofing an area of our home on Feb 16, 2022 water began pouring directly into our master bathroom with the first rainstorm. Pouring in directly through this new roofing and flashing. First on Feb 22 and even more destructively two days later on Feb 24.
  
  
  We seek a full refund of $4350 after Bone Drys work having failed so abysmally and so immediately on our home.
  Bone Dry has repeatedly refused to honor or even acknowledge their Warranty. 
  (Photos of signed Warranty dated 1/12/2022 attached) 
  The Feb 16 damage to our home falls squarely within the bounds of the Warranty. The leak is shown to be in the repaired areas.
  Additionally we now need to hire a third party to come in and make the necessary repairs to ensure the integrity of the repaired areas. 
  And we now cannot trust Bone Dry with further work on our home, or the warranties which would come with. 
  Also, Bone Dry has consistently communicated in a misleading manner regarding this matter.
  
  
  
  
  The BD Warranty on the signed quote for the job states Warranty: Only the repaired areas have a 1 year leak-free warranty
  Regarding the repaired areas : (photos of location of the repaired areas shown with detached vinyl siding, exposed flashing, cracked siding and the post-storm caulk applied on Feb 24) 
  
  
  The repaired areas include not only the new roofing and the new flashing but also the lower areas of vinyl siding which during this same job Bone Dry physically detached (and in some cases cracked) from the adjacent walls and then later, after installing flashing under the siding reattached to those same walls. 
  Its important to note that during the installation of our new roofing on Feb 16 Bone Dry detached several of the lower, horizontal pieces of the 5 year old vinyl siding from the adjacent walls in order to get behind the siding and complete the flashing of the new re-roofing.
  The new flashing under the siding is not visible from the outside but extends several inches up behind the vinyl siding.
  Bone Dry made structural alterations to not only the roofing and flashing but also to all of the surrounding lower, adjacent areas of vinyl siding.
  The roofing, flashing and vinyl siding detached/reattached areas are all repaired areas. They were all modified by Bone Dry on Feb 16. 
  They all fall under the Warranty.
  
  
  
  
  Bone Dry admits in 6/22 BBB rebuttal that the caulk applied on Feb 24 was to stop the rain from additional leaking into the house. After replacing this roofing the week prior.
  Bone Dry 6/22. . . . The added caulk during the rainstorm was to stop the rain from
  additional leaking into the house.
  They admit to knowing where the rain was entering the house on Feb 24. And adding caulk to that location to stop the rain. That location is in the corner flashing of the new roofing they installed on Feb 16. (Photo of white caulk on roof and flashing attached)
  According to Bone Dry in their statement to the Better Business Bureau we paid them $4350 for the new roofing and flashing. And they threw in a dab of caulk to stop the rain from additional leaking.
  These are their own words.
  This caulk is on the flashing and on the roofing,
  
  
  
  
  Bone dry has been misleading via these BBB communications. 
  Bone Dry has made no reasonable attempt to accommodate us as they claim. 
  Subsequent to the failed work and damage of Feb 16 their only response came on 3/8/22. A new quote for an additional $2500 job. This time to replace all of the adjacent 5 yr old vinyl siding (which they themselves installed in 2017) and a gutter. All for which they would charge us an additional $2444. Later revised to 2000.
  All under the guise of accomodation. 
  
  
  To charge us multiple thousands of dollars for another job. (Photo of this  post-leak accomodation job quote dated 3/8/22 attached).
   I cant be clear enough, the only remedy BD has ever suggested was to quote us a new, unsolicited job for an additional $2444.
  
  
  A squirrely attempt to ignore and deflect from the warranty. Offering additional jobs, after damage was done is a red *******.
  Attempting to make it look to an outside observer that they are actually doing something for the customer.
  
  
  
  
  Also in same rebuttal of 6/22 bone-dry smoothly mischaracterized this $2444 quote, or accomodation attempt as follows:
     .In returning to respond to the current homeowner issue and
  inspection it was determined the leak was coming from a
  combination of the siding needing some adjustments and to have
  gutters installed on the upper story roof. 
  
  
  
  
  
  
  Again we seek a full refund of $4350.
  Bone Dry has proven they cannot be trusted with either the work or the warranty.
  They damaged our home, damage which falls clearly and obviously in they call the repaired areas" and refused to even acknowledge their warranty. 
  We just need to get on with this and make the necessary repairs to our home before the Bone Dry caulk begins to fail and we once again have to find a way to stop the rain from additional leaking into the house. To use Bone Drys words about their most current diagnosis.
  It's our home so we must ensure the future integrity of the repaired areas.
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:05/10/2022

  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.

  March 2022 we had work done to replace our front porch at a cost of 12 thousand dollars. The front steps were not completed correctly - there was incorrect forming of the concrete on the steps and looked unsightly. The project lead agreed to repair it. They came out and actually made the steps look worse and damaged the aggregate. We escalated this to the manager. They have promised to repair the steps but keep ignoring our calls or saying they are going to come yet never show (it has now been over a month). We paid a large amount of money to have our porch redone and just want the step corrected as it should have been for the work we paid for, else I would like a refund.

  

  Business Response

  Date: 05/23/2022

   Hello, we have reviewed your concerns. Your project was completed on 5/14. There were multiple delays with installing your project due to weather. For a project like yours we need to have consecutive days with no precipitation and the right temperature. ***** was very wet and a cold month that made it difficult to get your project installed and completed. When we complete a project, the production supervisor will check-in with the homeowner to ensure satisfaction at the end of a project. The supervisor on your project indicated everything was fine when they left the property. We have a text conversation string including photos that you were happy when we left the property. Both the project Supervisor and Division Manager spoke with you multiple times and we havent had any further communication that you were unhappy. If you would like to discuss, we are happy to hear any further issues to address.