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:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been dealing with this company in various forms of names since they installed 2 skylights in 2023. These windows have leaked since day one. We've had them come out about 6 times to "inspect" and then "repair", but still no improvement. In between the visits we have had to call several different numbers in excess of 20 times each before we received a response. This latest time they stated it was a window issue and to contact the manufacturer. We did that, despite knowing we were now outside the warranty of the actual window. The manufacturer promptly came out and thoroughly inspected the windows and wrote a report. It was abundantly clear to them that the windows were never installed correctly nor "repaired" and said that we should be contacting the roofing company. Again, we've tried calling countless times only to find out the name and number have changed. We have tried this new number now multiple times without a response. On their latest website they have listed that they are A+ rated on the BBB, but when clicking on that, it's clear that your agency has not rated them. On the BBB website it has that the business started on 9/1/24, but that is not the case. They keep changing their name by one word (e.g., used to be called Roof Masters; now, they're Commercial Roof Masters). We are feeling that the only way we can resolve this is to take them to court.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to contact ***** from Roof Masters for the last year and a half. My new roof has continuously leaked since it was installed two years ago. I was told there was a 50 year warranty on the new roof. There is damage in my ceiling drywall on my stairwell, my window frames from where water is leaking in as well as through the roof on my second floor, bathroom and attic crawlspace. ***** no longer responds to my phone calls, text, messages, or any other way. I have tried to reach out including the Roof Masters main phone number which is an answering service. My brand new home is now molding which is creating a Health problem. The rafters and roof sheathing are constantly down and growing a bacteria .***** no longer responds to my phone calls, text, messages, or any other way. I have tried to reach out including the Roof Masters main phone number which is a answering service. My brand new home is now molding which is creating a Health problem. The rafters and roof sheathing are constantly down and growing a bacteria that is visible. There is probably even more damage that I cannot see where they Drywall is covering. There is also an issue in the back where there is water leaking in through my roof into my bathroom. In the past they have sent someone here to take a look, but there has never been a resolution. At this point there is major damage that has been done to my house and not only will. I need the roof tiles replaced but also the sheathing and drywall on the interior of my home. This is a major issue.

  Customer Answer

  Date: 05/12/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 got a new roof in Nov of 2023. I have shingles falling off my house (not weather related) within weeks of them finishing the job. They destroyed my flower garden by walking all over it and damaged a few plants severely enough they died. There are roofing nails still being found in my yard. They broke a security camera and my gutters without ever saying anything to me and have not even offered to come look at and fix any damages. I've reached out multiple times. They parked the dumpster in the middle of my driveway leaving me nowhere to park except my front yard since I couldn't park on the road that time of year. I contacted them to move the trailer closer to the garage until they could get there to do the work. No response. I have contacted them on multiple occasions about the damage and shingles falling off the house. They answered one time when I called them to back their guarantee on their work. They have never contacted me about the damages they caused to my house, front door, flower beds far enough away from the house to not need cover. They just walked all over them. I'm still finding nails in my yard where my dogs run and play and I walk all the time.

• Initial Complaint

  Date:05/11/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 gave the acting sales representative ********************* a check deposit of $1,000 with a lead time of 30 days to get ** on their schedule. It was a simple roof reshingle that would take 1-1.5 days. I was told it would be no problem, an easy job, but the crew never showed up, at all, even after 4 times re-scheduling with me. The communication was almost non-existent and the excuses of no shows were enough for me to terminate the contract after 60 days due to non performance. I am in the process to legally retrieve our deposit and I will be the **** under the saddle. You will never speak with the owner of roofmasters and there is virtually no way in contacting anyone even with the 6 or 7 phone numbers they have listed online.

  Customer Answer

  Date: 05/21/2023

  I have not heard from the business in response to my complaint. The owner will not return my calls. The contract does not state that deposits are non refundable and there is no work performed. 

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the fall of 2018 I hired Roof Masters to put a new roof on my house. In April of 2022 I tried to contact them about leaking. The number I had said it was disconnected. I called the person that had come to my house to sign papers ect. He was no longer employed by RMasters but gave me the number I could reach them. After many calls no answers I spoke to ******************* (owner) and he said he would send someone over. He sent ***************************** on April 13, 2022 ******** no longer works for the company. Along with ******** was a ***** man. They looked at the roof for a short time and said they knew what it was. They said I had to pay cannot remember if it was 5 or 600 dollars and I said I shouldnt have to pay anything. After a time ******** went in his vehicle and came back and said I could give them 400 or they couldnt do it. I gave them the 400 and they when on the roof. One of them did the younger one. I still felt they should not of charged 400. Then ******** said I would not have a problem with a leak again. They fixed it. In December of ********************************************** the same place they claimed to have fixed. I called ******** as he had said he was a manager. He said he didnt work there anymore. From that time I made about 11 or more phone calls and either got a women saying ***** was out but would be back in half an hour and would call. Never happened. Finally on Jan. 19 I got a person and he said he would call me back by end of day. Someone named ***** called and wanted me to text contract. I did.Said he had to look at it never called me back but I called and left messages on his voice mail on Jan 30 2023. February 5 today still no answer from anyone. I am almost 79 and live on a fixed income. They need to make this right either fix my roof or give me my money back including the 400 I shouldnt of had to pay.

  Customer Answer

  Date: 02/16/2023

  I have not heard from the business in response to my complaint. They have failed to reach out to me in any form. As stated in my complaint I tried to reach them numerous times. They have as of now ignored my complaint. I am still hoping to solve this problem in a well mannered way. I feel this company has treated me with disrespect by ignoring my problem. I do not feel they will respond so something else has to be considered to resolve this matter. Sincerely, ***********************

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  8/7/22 I requested a quote, on 9/25/21 they did the job and I paid Roof Masters ********************* $3750 (paid cash thru PayPal) to put a metal roof on my camper in ************. The original quote was $4200 but i talked them down. I put a $500 deposit within a week of signing "The Contract" using PayPal. The work was done and the following weekend 10/3 i went up to the camp for the weekend. As soon as i arrived i noticed something white near the stink pipe, it turned out to be flex tape wrapped around the pipe instead of replacing the boots and trash everywhere. The end ***** had shrews showing and the ***** rake **** were not done at all, they basically laid down the metal with a ridge vent and that was it. My neighbor said they were working in the dark early evening. I called ***** to ask if the job was done, he confirmed "yes they are all done" i then said what the issues were. His response was i will call the boss and get back to you. I few weeks of back n forth and they agreed to fix the issues.11/3 the crew was back, they removed the s**** and installed two new boots over the vent pipes. They did not clean up the mess (i did) they still did not replace the eve and ***** ends as described in their contract. I called the 800 and requested to speak with the owner *********************** and got a call back from **** who was new to the entire story so i had to go back and send all pictures and copies and explain the story again.. His first response was ***** who? Who was your sales person? As if he didn't know that name. He said he was going to be my voice and get the job done. 11/14 ***** calls me and tells me how busy he's been measuring up the big roof jobs and didn't have time for me the small guys roof, he was not happy to get me answers or help at all. He mentions the fact that i talked him down from the original quote and basically said i got what i paid for, yet the contract fully explains replacing the eves and *****. 11/16 a week of back n forth with both ***** and ******* they both have not talked to the owner ***** to get "his plan of action". as of today my texts go unanswered. 11/17 neither reply to my test messages. After visiting the BBB website its clear there is a pattern on these complaints.

  Customer Answer

  Date: 11/28/2022

  I have not heard from the business in response to my complaint. *** called the owner and two managers and all do not return calls. 

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  May, 2021 I paid roof masters $6,850 to replace my existing shingles roof. May 2021 I went to my home to find only half of my roof was actually completed. It took 8 days to get them back to my home. I then received an email letting me know the employees who worked on my home were fired. On Febuary 8th a large leak started to come through my upstairs ceiling. I immediately called/emailed. Febuary 11th I received an email statingthey put a work order in to have someone come look at my roof, they would let me know when they will have someone available the email then went on stating that they are inundated with work with new clients and I should shovel off my roof to have it stop leaking (my roof had zero snow on it, it was raining outside), the email continued advising me to contact my insurance adjuster to have a claim put in for the water damage which they believed was due to the craftsmanship of my home not by their employed professionals. March 14th I had multiple professionals come to my home, I was told that the Ridge cap and ridge vent were absolutely without a doubt used because it has previous old holes in it, **** and old cocking on it, and the flashing around my chimney needed to be corrected to stop the water from coming into my home. March 15th I received an email What specific solution(s) are you seeking now to resolve this please?Thanks March 17th another email stating Id like to get this resolved to your satisfaction, what are you hoping to have happen at this point please? As of April ** one ever called or showed up from roof masters to honor their warranty. April 28th I emailed a invoice showing my out of pocket cost $1800, which shows the costs and the damages which are due to there neglect and them not honoring their warranty. 1hr 56 minutes later I was emailed back stating the invoice was a joke and they would not honor their warranty because it was not their fault, the ridge vent, cap and flashing are not covered on a brand new roof.

  Customer Answer

  Date: 06/16/2022

  I have not heard from the business in response to my complaint. I have attached additional documentation.