Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2024

  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.

  04/2023 had roof replaced. Between 07/2023 and 09/2023 had new siding and gutters, replaced and touch up work on soffit and facia. Issues with gutter install. 1/11/24 reported leak inside closet off of living room at which time someone came out and looked inside closet and on roof 1/28/24 reported 2nd leak outside of closet on ceiling and wall. Someone came out 1/29/24 and did some flashing on roof and cut gutter to drain water(gutter was not installed correctly and had no downspout, it was faced upward on roof(voiced concerns about this from the beginning after install) 2/8/2024 crew came out and turned the gutter around to face downward and added downspout. At this time I pointed out that on the side of my house, there is facia missing and nails protruding outward and was told to file another insurance claim. 3/21/2024 crew came out to do inside repairs from the water damage. They did not cut out the damaged drywall they put screws in existing and mudded over the water damaged drywall so I called the office and the girl (*******) who handles scheduling of work wasnt in so I left a message. Got a text from ************************* asking what was going on, I explained and the workers then cut out bad drywall and under that was mold, rotted wood and wet still so I sent pictures via text to **** and sent the crew away. A new work order was placed for them to repair the entirety of the damaged areas and replace my closet door as it was warped and had mold growing on the top of the door. 3/29/24 crew came and cut all the damaged drywall and removed rotted wood and moldy insulation, put new drywall in closet and outside of closet, mudded and painted both ceilings in area of damage . 4/1/24 crew came and painted living room ceiling and closet ceiling and wall area and inside closet and took ceiling fan blades (they had room taped off and tape pulled finish off a blade) 4/4/24 crew came to prime and paint closet door and put ceiling fan blades on (new blades) when the guy went into the attic to replace the insulation he reported still leaking **** crew came out and they are saying I need to remove structure around furnace vent pipe and they will get me a quote. There is currently water damage again on closet ceiling they just replaced

  Customer Answer

  Date: 04/10/2024

  I had another renovation company come out to look at the renovations that were done to my house by IndyRoof. There are numerous visible nails in siding that should not be there, gutters arent on properly(theres an overlap on some and spaces in between wood that should be flush, scarring on some of the shingles on roof, gaps that are around the structure that is around furnace pipe and appears to be no step flashing in the area where said leak is. Still waiting to hear back from **** at IndyRoof. 

  

  Business Response

  Date: 04/15/2024

  During our visit to the customer's home on 4/4/2024, we were able to inspect the issues she mentioned in her complaint; we explained the steps that would be required to remove the faux chimney. Our team then spoke to the customer via phone on the morning of 4/12/2024 and the decision was made to take care of the chimney on her behalf. She agreed to accept that plan, as long as she was not required to pay for it.  Furthermore, we are in the process of obtaining a quote for the customer in order to complete this work. After our visit with the customer and phone call follow up, we received the notice by mail on 4/12/2024 afternoon. We believe she has been taken care of and in the process of getting her work finalized. We have every intention of making things right for our customers. We believe there was some miscommunication about our next steps and we look forward to getting them rectified right away.

  Customer Answer

  Date: 04/27/2024

  *** from IndyRoof came out 4/26/24 to go over the inspection I had done with an outside inspector in regards to roof and siding. He assured me that there will be a work order written up on the roof and I should hear back from someone next week. Given the issues with the siding, he has to go over all issues and see if the color of siding I have is in stock but could take several weeks. No further repairs have been done yet. 

  Customer Answer

  Date: 09/12/2024

  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.]

  I filed a complaint with you in regards to this company earlier this year. Complaint #********. I am going in my 4th time around with this company to fix all their mistakes. It keeps failing inspection. The most current inspection was on 8/19/24 and the inspection report was sent to *** @ IndyRoof 8/20/24 and they are now ignoring me, after a couple texts and threats to file another complaint, *** disagrees with the report, only agrees with 1 of the few things that still need addressed. He text and asked if he could come out last Friday to look at the house, even though there are pictures in report, *** never showed, never called, text, or emailed. I sent him a text yesterday 9/9/24 asking if he will be out this week, no response.
  
  Regards,
  
  ****** *******

  
  

  

  Business Response

  Date: 09/13/2024

  Good Afternoon

  I have attached our response in PDF for your viewing. Please let me know if you have any questions.

  Thank you 

  Customer Answer

  Date: 09/16/2024

  694974893D4C0

• Initial Complaint

  Date:02/21/2024

  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.

  Im an elderly woman and they came around knocking on my door for work. I agreed because yes I needed a new roof. Signed a contract not really understanding what I was signing. I was briefly told what it was and give them a benefit of a doubt I signed. They came to my house and brought and insurance inspector to take pictures to start and insurance claim. Once the check came which wasnt much because they could get a total loss claim. They made me sign the check over to them before any work had been done. They kept putting the work off and kept asking me to contact my insurance for more money. They came over and put a tarp on my roof because I had a leak. I found another contractor to do the job and it was done a day. The company only wants to take peoples money and not do the job. They kept 1200 of my insurance money for what? This contractor I have now didnt charge for consolation or contacting insurance. The contract I signed originally was actually voided by

  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this matter to our attention, We are activly reviewing our records and interactions and will follow up with the customer. 

• Initial Complaint

  Date:08/11/2023

  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.

  I Indy roof company come to my home for a free consultation, and was thinking about doing business with them until I seen the terms and conditions. And they couldnt provide me proof of a labor warranty on the spot in writing. And their labor warranty from what they told me from their mouth was 10 years when other roofing companies was 25 years. They tried to fool me into signing their contract, which I didnt sign. Didnt trust them because he tried to make it seem like the labor warranty was 30yrs, when actually the shingles was 30yrs and the labor was 10yrs, and he only gave me that info cause I ask directly was that 30yrs for labor. When asked to see it in writing, they sent me something in a email a day or 2 later saying just 2yrs for the warranty. So that was too much for me to continue with them and decided to go with someone else. The bottom line is I did not hire them nor sign a contract, so why are they changing me $589 for doing absolutely nothing. Their consultations are supposed to be free. I Have had other roofing companies at my house to find out things about cost and whatever else and never got changed, because its free consultation. Just want this matter resolved and them exposed for their wrong.

  

  Business Response

  Date: 08/24/2023

  We are sorry to hear of the frustrations ***************, has experienced. We would like to make sure and address each point, in an effort to resolve the matter for **************** 

  1. Our labor warranties are clearly established and written into contracts that are presented to home owners. We have three different package offerings, all with different labor warranties, 1. Pro- Upgrade Package which comes with a 2year labor warranty, 2. our Weather Shield Package which comes with a 10 year Warranty, and finally, 3. our Ultimate Weather Shield Package, which comes with a 15 year Labor warranty. Please see the attached document "Package Offerings" as a reference. 

  2. We apologize for confusion on what the difference is in the manufactures warranty and our own labor warranty. We do want to be clear that our great manufactures INCLUDE a labor warranty with their product, meaning, if there is a fault with the product, not only do they cover the cost of the product, but they also include the cost of the labor for the replacement as well. this is a prorated warranty based on the life of the product installed. Many of which are 30 years. 

  3. It is never our intention to "fool" people into contracts. we are focused and dedicated to transparency with all we work with. So much so we offer every person doing business with us a 3 day right of recission, just to ensure they fell comfortable with IRC as the best solution for their project needs. We apologize if we missed the **** in conversations with **************** 

  Finally, We do offer free inspections and after the inspection was completed and storm damage was identified, Mr. ************ agreed to and signed a contingency agreement (See attached) where we would step in and begin the insurance restoration conversations with him and his insurance carrier. **************** was billed for three hours of work completed which included: drive time for meeting with the insurance adjuster, the actual meeting with the adjuster, and numerus phone calls and emails back and forth with his carrier.

  While we have billed for what was done, we are willing to waive those hourly fees, if it will resolve the issue for ***************** 

  Thank you, 

   

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:05/25/2023

  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 4/10/2023 Indy Roof Company came out to replace the roof on my home. The gentleman I was working with, *****, promised to reach out to me with pictures and a report when the job was done. I had to call 3-4 times over the course of 2 weeks to get any additional information. The company also replaced the gutters on my home on approximately 4/19/2023. After several more weeks I finally got the "final" bill. When I asked for transparency about the cost of the gutter project I was met with little response to help. I was told by the second individual they sent out that he would have a manager come out and check the project. The manager came out a few days later and told my mother, not me, that part of the project "would do" even though it was not done correctly. This manager has never reached out to me to talk me through his findings. I have reached out SEVERAL times to get support. So my main complaints are as follows: 1. there is no transparency and I still have not seen a final break down of my gutter bill. 2. I have received little to no contact regarding my concerns despite me reaching out and 3. There is approximately $900 missing that is the discrepancy between what was financed and what was charged. No one can tell me where this money has gone to.

  

  Business Response

  Date: 06/27/2023

  We are sorry to hear of the communication issues ************* has described in her complaint. We have our management team actively reaching out to make sure ************* understands the specifics related to her billing, and to discuss any other needed item(s). 

• Initial Complaint

  Date:03/08/2023

  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.

  ********** put a roof on my house in October of 2022 we found many nails after they went through the yard with a magnet after the fact we've and then we have found more nails since then and my wife's service dog stepped on a nail and I've asked them to pay for vet bell that because it was their negligence So I want them to pay the vet bill for my dog They will not give me any paperwork that I ask for they just keep sending me the same old stuff I've asked them for proof for certain things I do not have paperwork for a warranty on my roof I contacted the company no return call text or email

  

  Business Response

  Date: 03/20/2023

  We are sorry to hear about the frustrations from the ***** household. At this time our COO has personally been on site and is working to find a resolution for both parties. A second visit planned for the week of 3/20, and an update will follow. 

   

  Thank you, 

  Customer Answer

  Date: 03/20/2023

  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.]
  we have more vet bills recheck of the foot of a total of ****** in vet bills some one is coming to look at roof on march 21 2023 at 4- 430pm we hope so
  
  *************************;
  

  

  Business Response

  Date: 04/20/2023

  The company has stated this matter has been resolved.

• Initial Complaint

  Date:07/25/2022

  Type:Product 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.

  ********* started our claim process a year ago and still hasnt completed the agreed upon work. They are unresponsive in scheduling the remaining work to complete our insurance claim.

  

  Business Response

  Date: 09/09/2022

  We are sorry for the customer in that the over all process has been delayed. We have reached out to the customer to ensure they better understand the lengthy timelines in working through an insurance claim. We are currently finalizing the the account for the customer, bringing all open items, per their insurance scope, to a close. 

   

  Thank you,